HR Service Delivery (HRSD)

HCM encompasses the strategies and systems used to hire, develop and retain employees. When connected to HRSD, HCM becomes more efficient — streamlining service experiences, automating workflows and enabling AI-powered support across the employee lifecycle.

Employee experience refers to the interactions, tools and environments that shape how employees feel at work. By integrating HRSD, organisations can personalise support, remove friction and use AI to improve experiences across every stage of the employee journey from hire-to-retire.

An AI agent isn't just another chatbot or search tool, it acts. ServiceNow AI Agents understand employee requests, apply the right policies and complete tasks, approvals and processes according to your playbooks. It goes beyond answering questions to actually getting work done.

ServiceNow AI Agents, powered by the ServiceNow Platform, automate workflows, streamline operations and adapt to diverse business needs across IT, HR, CRM and more. With features like built-in governance, analytics and text-to-action capabilities, they enhance productivity while aiding alignment with organisational goals.

Employee development is about more than training — it's about guiding people toward purposeful career growth. With HRSD, you can automate development plans, match employees to learning and mobility opportunities using AI, and empower every individual to grow with the business.

Employee self-service is the ability for employees to find information, make requests and complete routine tasks on their own without relying on support teams. It gives people direct access to what they need, when they need it. With ServiceNow, self-service goes beyond knowledge articles and forms. Employees can surface any answer across the enterprise, conversationally request business services and manage and initiate AI Agents to complete everyday work.