Post on 23-Jan-2017
transcript
ServiceNow and Workday: How Overstock.com Transformed Onboarding for Its Enterprise–and Beyond
Brian Wagstaff, Director of Technology Services, Overstock
Introductions
Brian WagstaffDirector of Technology Services
Overstock
About Overstock.com
Workday Confidential
Agenda
► Associate Onboarding
► Workday as a Source
► ServiceNow across the Enterprise
► Value Realized
► Lessons Learned and Pitfalls
► Q&A
Associate OnboardingThe Challenge
• Hiring process wasn’t defined, published, or standardized‒ Managers required to know what was needed for a new hire ‒ HR required to hire associate‒ Helpdesk required to create account and provision access‒ IT Asset team required to procure equipment‒ Facilities required to get an office space prepared‒ New associate expected to be productive on the first day
• Getting new hires ready required last minute miracles
• The process resulted in at least 60-80 interactions
The Issue
• The business and IT working toward the same vision and goal‒ Recruiting, HR, Facilities, Finance
• Document desired process‒ Create single point of entry
‒ Find opportunities for automation
‒ Remove redundancy and manual interactions
‒ Don’t assume anything
• Reduce Approvals where possible
• Automate core HR tasks by connecting HCM and service management
Scoping the Ideal Solution
Workday as a SourceThe Start for Onboarding
Human Capital Management
GLOBAL AT THE CORE
TECHNOLOGY FOUNDATIONSINGLE CODE LINE
MOBILE COLLABORATION
ACTIONABLE ANALYTICS
IN-MEMORY OBJECTS SECURITY
BUSINESS PROCESS FRAMEWORK
INTEGRATION CLOUD
REPORTING & ANALYTICS
CONSUMER UI
PLANNING
LEARNING
RECRUITING
ONBOARDING
BENEFITS
COMPENSATION
PERFORMANCE TALENT
PAYROLL
SUCCESSION
ABSENCE
TIME TRACKING
INSIGHTS
Workday Confidential
• Data is validated through HR processes
• Personal data is maintained through Self Service
• Business support
• High Level of integration capability‒ Integration as Business Process
step‒ SOAP/REST‒ Workday APIs
Why Workday
ServiceNowThe Enterprise Solution to Automate Onboarding
• Create Roles‒ Job Profile plus Cost Center‒ Sync with Workday
• List Entitlements‒ Email Mailbox‒ Network access‒ AD Security groups (ACL)‒ Email Distribution Groups‒ Workspace‒ Application Authority‒ Hardware‒ Software‒ Business Services
Gathering Entitlements
• Identify Existing Commonalities‒ Birthright ‒ Cost Center‒ Title‒ Specialty‒ Project or Matrix team membership
• Snapshot day one needs‒ Exclude tenured level access
• Enlist managers to help define roles‒ Role Owners‒ Role Entitlements
• Build for the future‒ This is not a term paper
Defining Organizational Roles
Specialty
Title
Cost Center
Birthright
Workday Confidential
• Service Management‒ ITSM‒ Facilities‒ HRSM‒ Automate the mundane‒ Help Them Help
Themselves‒ Reduce error
• Workflow
• Orchestration
Why ServiceNow
• Data Export Integration ‒ Hire Business Process
Transaction type Worker attributes
– name – title– manager – location– job profile– cost center
‒ SOAP
Triggering the Process
• Customized Integration
• Transaction log table‒ Create‒ Delete‒ Change
• Business Rule‒ On insert‒ Start Workflow
ServiceNow
• Orchestration‒ Network‒ Directory service‒ Application
• Reusable activities
• Order catalog items on users behalf‒ Standardize request‒ Hidden items‒ Additional approval
ServiceNow Workflow
Engage Manager
Update Workday
Grant accessEngage Finance
Associate Onboarding
Workday Integration
ServiceNow Workflow
Create Account
Order Hardware
Create Role if Needed
Welcome
Order Workspace
Engage Manager Add Apps
Workday Confidential
Beyond Onboarding
• Additional Business Processes
• Hire
• Contract
• Termination
• End Contract
• Job Change
• Associate Journey
• Knowledge Portal
• Asset Reclamation
Value RealizedChanging Work for the Better
Workday Confidential
Value Realized
ServiceNow eliminates 1000 days of lost
productivity every year
New hires have What they need on day one
Improved employee satisfaction feedback
Dramatically enhanced access control and asset
relevance
Solution is self-maintaining; adapts to new profiles HR adds
Better equipped to respond to business
growth
Lessons Learned and PitfallsRecommendations for Success
Workday Confidential
Three Key Points
Don’t do this Yourself
Engage Managers Often
Use a Set of Default Entitlements
Key Takeaways for Mutual Success
Workday Confidential
Focus on day one needs
Build for the future HCM and HRSM
1 2 3
TM
Q&A
TM
Thank You
Visit ServiceNow at Booth 224 to Learn More