Awesome Managed Support
ServiceNow® HRSD support that takes the work off your team.
Day-to-day support, improvements and releases, advice and enablement, in one accountable relationship. We agree the capacity, priorities and specialists with you, and every review shows what the work changed.
HR case and knowledge, Employee Center and journeys, integrations and reporting.
How it works
Keep HRSD running. Keep getting more from it.
Fix what is urgent. Improve what matters. Give your internal team room to lead.
Get the day-to-day under control.
Expert help with cases, knowledge, journeys, Employee Center, integrations, reporting and access. Clear priorities, visible ownership and updates that tell you what happens next.
The aim: less disruption, less chasing.
Make progress part of the plan.
Fix recurring problems, review and test each family release, simplify services and journeys and use automation where it helps. Give improvements an agreed place alongside urgent work.
The aim: an HRSD setup that keeps getting better.
Leave your team stronger.
Bring strategy, business cases, governance, change and training into the conversation. Share knowledge so your people can make better decisions and confidently own what comes next.
The aim: more confidence inside your team.
One accountable lead for day-to-day HRSD support and the work around it, with specialists brought in as agreed. We agree capacity, priorities and specialist involvement with you.
What we can cover
The right expertise. Without the complexity.
From HRSD configuration to the client-side work it creates: HR process, adoption, assurance and intelligent automation. Bring the right specialists into one joined-up plan.
We agree coverage, capacity, specialist access and responsibilities with you. Substantial projects and extra capacity are scoped explicitly.
HR case and knowledge management
- HR services, case types, categories, assignment and routing
- Service levels, agent workspace and the queues HR works from
- Knowledge articles, ownership, review cycles and search
- HR criteria, restricted cases and access for sensitive matters
So you can: answer employees quickly and consistently, with the right people seeing the right cases. More on case and knowledge support
Employee Center, portals and journeys
- Employee Center content, topics, branding and campaigns
- Lifecycle events and journeys: onboarding, transfers, leave, leavers
- Tasks that cross HR, IT, facilities and payroll
- Virtual Agent topics and the platform’s AI features for HR, reviewed before you switch them on
So you can: give employees one place to go, and managers journeys that complete. More on Employee Center and journeys
Documents, lifecycle data and security
- Employee document management, templates and e-signature hand-offs
- HR profile data, org and position data and the rules that keep it right
- Roles, groups, access reviews and audit questions
- Data retention and the policies behind it
So you can: trust the data HR works from and show who saw what, and when.
Integrations with HR and payroll systems
- HR profile and org sync with Workday, Dayforce, SAP SuccessFactors and other HCM systems
- Payroll, benefits, identity and recruitment hand-offs through IntegrationHub or custom integrations
- Integration monitoring, error handling and data fixes
- Changes on the HCM side, with the group’s Workday and Dayforce specialists where needed
So you can: stop re-keying and stop chasing the integration that failed overnight. More on integrations and reporting
Reporting, analytics and releases
- Reports, dashboards and Performance Analytics your HR leaders will use
- Family release impact assessment and testing support, including Automated Test Framework coverage for HR flows
- Upgrade planning around your HR calendar
- Process, reporting and integration improvements
So you can: move beyond reactive work and make informed decisions about what to improve next.
Advice, enablement and transformation
- Practical advice on options and trade-offs; documentation and knowledge transfer
- Training, change management and adoption planning
- Strategy, roadmaps, governance and business case support
- Automation and AI for suitable workflows. Where AI would inform decisions about people, we agree with you first whether to build it, the human oversight it needs and who must be informed or consulted.
So you can: solve the business problem surrounding HRSD, as well as configure a response inside it.
Included with managed support
AI in HR needs more than enthusiasm.
Every Now Assist managed support customer gets PeopleSafeguard, with no separate charge: a practical way to build AI literacy, record HR AI use cases and ownership, and keep evidence of the decisions you make. Your proposal sets out the number of users, how we onboard your team and how long access runs.
PeopleSafeguard supports your governance; legal advice and compliance decisions stay with you and your advisers.
Beyond HR Service Delivery
Where HRSD meets the rest of the platform.
HR work touches other Now Platform workflows. We handle the HR side and work with your platform team, or its support provider, on the rest.
IT service hand-offs
Equipment, accounts and access raised from onboarding and leaver journeys, tracked through to IT’s own queues.
Flow Designer and IntegrationHub
The automation and integration layer behind HR journeys, case actions and HCM sync.
Assets and access
Laptops, badges and software recorded and recovered as part of joiner, mover and leaver journeys.
Security and audit
HR criteria, restricted cases, access reviews and the evidence auditors ask for.
Employee Center and Virtual Agent
The employee-facing front door and the self-service that keeps simple questions out of HR’s queue.
Performance Analytics
Case volumes, response times, deflection and journey completion, in dashboards HR leaders use.
Knowledge
Articles that are owned, reviewed and findable, so answers reach employees before cases do.
Training for HR users
Walkthroughs and guidance for HR agents, managers and HR systems administrators.
Thinking about a change?
Change provider. Keep the knowledge.
You don’t have to start again to get better support. Start by understanding what needs to move, and what needs to stay.
Map the current setup, open issues, documentation, contracts and key HR and release dates. Get clear on the risks before making the move.
Confirm scope, people, access, knowledge transfer and escalation routes. Make the responsibilities and transition criteria explicit.
Stabilise the priorities, establish a working rhythm and agree the next improvements. Keep your team involved without making them manage every detail.
Transition timing depends on scope, access and cooperation from the teams involved, and we plan it around your HR calendar and release schedule rather than promise one timetable for every transition.
Experience and accountability
Know what good support looks like.
Ask about our HRSD experience. Meet the people proposed for your service. Agree what good looks like, and how you’ll see the progress.
A more useful service review.
ExampleIllustrative review questions, not reported customer results. Measures and baselines are agreed for each engagement.
More than support
Before, during and beyond.
Planning or running an HRSD implementation?
Readiness before you start, a client-side lead and design authority during implementation, and a steady hand after go-live. Independent advice, written for you.
Let the platform do more of the routine work.
Flow Designer and IntegrationHub, Virtual Agent and the platform’s AI features for HR, Performance Analytics, and AI with people in charge, drawing on the group’s agentic workforce and PeopleSafeguard.
Straight answers
A few things you might be asking.
The questions buyers ask us first.
Can you work alongside our internal platform team?
Yes. The service can complement your own ServiceNow capability, adding HRSD expertise or extra capacity where you need it. We agree who owns which responsibilities, including how HR changes fit your platform team’s release and governance process.
Can we move from another support provider?
Yes. We start by reviewing your needs and the handover requirements, including access, documentation, open work and your existing contract. The transition plan and timing are agreed around your release calendar and those dependencies.
How is the service priced?
We scope it around the expertise, coverage, capacity and improvement work you need. Your proposal sets out included work, capacity, exclusions and approval rules for additional work. We agree changes to scope or capacity with you before proceeding.
What response times can we expect?
Service hours, priority definitions, response targets and escalation arrangements are agreed in your service agreement. We distinguish the first response from restoration and final resolution, rather than treating them as the same thing.
Who sees our employee data, and from where?
We work in your instance through accounts that you create and control, with the HR criteria and restricted case types your policies require. Your proposal names the people who will access it, the countries they work from, any Cloud Assist Group company or subcontractor involved, and the data processing terms that apply.
Do you support the rest of the Now Platform too?
We focus on HR Service Delivery and the parts of the platform HR work touches: Employee Center, Virtual Agent, Flow Designer and IntegrationHub, Performance Analytics and knowledge. For ITSM, CSM, asset or security workflows we advise on the HR side and work with your platform team or its support provider.
Can our support cover strategy, change and AI work too?
It can, within an agreed plan. We bring in HR strategy, governance, change, training, testing and AI specialists from Cloud Assist Group when needed. Capacity, scope and any substantial project work are set out clearly in the service agreement.
Do you also help with HRSD implementations?
Yes. We help with readiness before you start, act as a client-side lead and design authority during implementation, and stabilise and optimise after go-live. We confirm the delivery scope and responsibilities before proposing a programme. See the advisory page.
Let’s talk about your HRSD support.
Tell us what’s working, what isn’t and what you need next. A conversation with an HR Service Delivery specialist, no charge and no obligation.
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