HR Service Delivery Pilot Kicks Off

On July 1, Ohio State launched a pilot of the new Human Resources operating model through the Enterprise Project’s HRSD Team as part of the university’s broader HR Transformation efforts.

HR professionals from a handful of units across campus will begin learning and adopting the modern technology and optimized processes that will roll out to the entire university community beginning January 2020. The HRSD pilot partners include the Office of Human Resources, College of Arts and Sciences, Office of Student Life and Office of Business and Finance.

The HRSD initiative will significantly further the HR strategic plan through the following outcomes and benefits:

  • A streamlined service model and efficient business processes
  • Clear and consistent job roles/responsibilities for HR professionals
  • Modern technology tools for case management and knowledge base
  • A shared service center to provide high-quality support

Earlier this week, the HRSD team celebrated the selection of ServiceNow as the future HR self-service “help desk,” case management and knowledge base tool. The implementation of ServiceNow is a critical element of the HRSD initiative, as it will increase timely resolution and visibility into the status of service requests. Pilot participants will be guided through how to leverage ServiceNow to better enable HR activities.

Senior Vice President Susan Basso attended the event and acknowledged the strong collaboration required to advance the HRSD initiative to the pilot stage.

“This is a significant milestone for HR, and I am most excited about the work we’re doing. We have a stellar group of people contributing to the success of the service delivery model in conjunction with our new ServiceNow tool,” said Basso. “I would like to extend a heartfelt thank you to all of our partners.”

HRSD pilot efforts will continue to build in the coming months as other components are added to reflect the future employee experience. Please contact with additional questions.

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