40% Boost in Employee Engagement for a Global Self-Driving Tech Leader Through ServiceNow ITSM and HRSD

Industry: Autonomous driving technology development

Key Technologies/Platform: ServiceNow ITSM (IT Service Management) | ServiceNow HRSD (Human Resource Service Delivery) | ServiceNow SPM (Strategic Portfolio Management)

About the Client

The client is a self-driving car company and a global leader in autonomous vehicle technology. They utilize cutting-edge GPS, highly detailed custom maps, and real-time sensor data to create a safe and reliable driving experience.

Their self-driving cars are honed by over 20 million miles of real-world experience in public roads and are tested across more than 13 states in the US. Unlike human drivers, the client’s technology is never susceptible to fatigue, intoxication, or distraction. The company remains firmly committed to making driving safer and more accessible for everyone.

Business Challenges

The client, a pioneer manufacturer of self-driving cars, encountered significant roadblocks in managing its IT operations. Here's a breakdown of the key challenges they faced:

Varying Security Needs: Multiple Different departments including HR required varying extra levels of security for existing features, making standardization a challenge.
Absence of Agile Practices and Manual Testing: Traditional manual testing practices slowed progress, and the lack of agile methodologies limited the client’s ability to adapt to changing needs.
Undocumented Processes and Tight Deadlines: The lack of documented processes further complicated streamlining IT operations, while tight deadlines for a new ITSM solution added pressure.
Process Complexity: Existing HR processes were intricate and cumbersome, hindering smooth workflows and potentially leading to errors.
Automation Hurdles: Manual HR service processing and assignment slowed down processes, impacting both employee and HR efficiency.

Business Requirements

This Industry Leader partnered with Jade Global, a ServiceNow Elite Partner to address their IT Service Management and HR challenges. Through collaborative workshops and in-depth analysis, the following key business requirements for the ServiceNow ITSM solution were identified:

Establish Standardized service management
Revamp Core service functionalities like incident, problem, change, and request management.
Enable Self-service capabilities and task management for HR.
Better system integrations with CBRE’s ServiceInsight, Workday via Boomi, OpenID Connect
Increased Departmental data security
Data migration and restructuring from Glunt and Salesforce into ServiceNow
Automation

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Partnering for Transformation: Jade Approach and Solutions

Recognizing the fragmentation across the client’s IT operations, Jade Global proposed and delivered a unified ServiceNow IT service management solution. To address departmental alignment and process optimization, Jade incorporated elements of SPM (Strategic Portfolio Management} and HRSD (Human Resource Service Delivery) principles.

ServiceNow ITSM Out-of-the-Box Features: Jade Global prioritized using ServiceNow's core functionalities to control customization costs and ensure platform stability and minimize technical debt going forward.
Employee Portal for Improved User Experience: Leveraging ServiceNow's Employee Portal feature, Jade Global built a central hub for multi-department access, self-service capabilities, and task management.
ServiceNow HRSD Implementation as a New HRM Tool: HRSD fosters secure and interactive interfaces for various HR services, enhancing user experience and smoother handling of changes and migrations within HR processes.

Business Benefits

Jade Global and ServiceNow IT Service Management (ITSM) and HRSD unlocked a range of benefits for the client’s IT operations. ServiceNow provided end-to-end visibility of IT processes aligned with ITIL best practices, enabling better decision-making. Additionally, data-driven collaboration through new dashboards fostered cross-departmental collaboration, improving resource allocation and performance tracking.

Achieved a 65% reduction in ticket resolution times.
Saved 80% of time in ticket assignment through improved helpdesk efficiency.
Reduced ticket volume by 30% with effective knowledge management.
Consolidated the service portfolio, reduced duplication, and improved visibility, leading to a 30% reduction in service costs.
Streamlined service request processes, enhancing delivery and customer satisfaction, and reduced request fulfillment time by 40%.
Leveraged ServiceNow HRSD to optimize HR processes, cutting HR case resolution time by 50% and reducing HR operational costs by 25%.