hi thank you so much for joining my name is hayley mallon and i'm an employee experience solution consultant here at servicenow today we'll be going through the it asset management and hr better to together story taking a look specifically at the onboarding and off-boarding experience for employees so as promised we'll follow two different story flows today i'll begin here with an employee and show how someone can quickly onboard making sure that all their documentation and assets are ready for day one and then we'll essentially do it in reverse showcasing that efficient off-boarding process so this is a journey i have a division and we'll go through today again we'll start through the lens of nick a new hire show how someone can quickly onboard and be prepared for that first day and as multiple teams are involved in this onboarding journey the next person person i will rotate to is maria here i'll show how someone will have insight such as you know those manager oversight and also be welcoming to anyone new into the team and then from an i.t side of things i'll show how casey here that it associate or asset manager can actually go in look at all those new hire requests coming in to fulfill and provision hardware and software for someone like nick and then last but not least anna is an i.t admin we'll show how we can go in and tailor the whole experience for nick through our lifecycle events which is essentially all those tasks that are going out to these individuals all the automation and those workflows behind the scene so kicking us off right here right after nick accepts his offer he's welcomed with a notification providing him with the next steps and credentials on how to get going on all of his activities so whether that's through a mobile application or our employee center on a desktop we can really meet employees where they are now all this is essentially branded by you you can give different instructions or guidance but if nick hears anything like me he'll read this and prefer to download that now mobile app especially as you know you might not have that personal laptop or new hires might rely on a corporate laptop to get going so keeping up this energy here from nick i will be going into that now mobile application and essentially what we'll see is everything personalized for him to keep him excited so as i said he's excited for that first day you want to keep that same level of energy and effort that you put in to attract nick as a top talent and make this experience just as great so nick here the first thing he'll see is all of our targeted content that might be relevant to his role and where he sits within the organization really this is a way for you to have that communication channel so whether you want to provide guidance on who his team might be or ways to get into the office even what to wear you can use our internal knowledge base and articles to really push out all this information so nick here can see you know where to go even what his team might look like or who he can report to and then he can also collaborate with it so he can say if it was helpful or not rate the article tag appear essentially giving you that information as well to then tweak this part of the process or information so nick's now ready to jump into his to-do list and all of his onboarding activities you can see that he has 13 tasks that are tagged to him so everything here is broken down into different categories whether those are that's those 13 tasks for day one but it could also be different categories for his first 30 days or 60 days and so on now all of the tasks here again can be set up for your needs but it'll span across the enterprise so nick here can see that he has different videos to watch for his learning but also you can see he has different benefits to go in and start selecting from now we know that there are hr onboarding solutions out there but what we've seen essentially customers do especially as it comes to an htm as well is really just surface up those activities so again we can partner with your hcm whether that's workday to surface up the information here or actually go in and have an employee be routed to that direct link what we do and take it a step further though is again it is enterprise onboarding it's not just hr onboarding so the benefit here again is having all departments involved whether that's facilities or legal or i.t nick here can actually make sure that the most exciting step which is choosing that laptop is taking care right away and all the appropriate teams are notified so nick has a couple selections here but again this could depend on his location and role maybe there's a couple more options or less for a different colleague within a different team another added layer here is everything is bundled so an employee is no longer confused about everything they might need for their first day we can make sure that we're giving all the right hardware and asset allocations right off the bat and what happens when nick goes in and selects this laptop is casey that it asset manager will actually be notified to make sure that we have that efficient onboarding he has this even before his first day so that we have that faster time to productivity so again the most important thing here is we're reducing the confusion for nick as a new hire we're making sure he's getting all this activity out of the way before his first day and we're really roping in everyone across the enterprise so to recap on what we just saw here with nick again we had that positive experience we have that past time to his productivity and we're really meeting him where he's at whether that's on a desktop or on his mobile device servicing up all those to-do's in one spot so next i'll be moving on to nick's manager here maria and i'll show how she would have direct team insight and especially follow along on nick's journey so maria here prefers to work on her desktop so i've logged into our employee center so essentially this is that single pane of glass for finding information getting support and then also seeing her team and what's going on within the organization so whether maria here has a question for hr wants to find resources for it this is that starting place for all employees on our employee center we can also see the different rotating banners here for maria which could be a little bit different it could be you know how to best support in this manager workforce the resources she might need maybe she does have those annual goals that are coming up or tasks that are pertaining to her for her new hires going down a little bit more though we can actually see those different active items so her to-do's might look a little bit different again it might be how to support nick in this new hire onboarding but we can also pull out in different components what she might need to approve so like nick just submitted that request for that locked laptop we can actually make it easier for managers to go in see that request and approve it right off the bat so again as promised the benefit here for maria being a manager is having insight into her employees and especially those new hires so looking into our manager center maria can see all of her direct reports whether that's contractors or full-time employees but she can also see their engagement whether they're satisfied with different aspects or different processes even things such as availability and engagement what really catches maria's eye here though is that new higher progress so whether she was out of office or just wants to be in the know of her new hires she can see exactly where they are and all the tasks and activities that might need to be completed so nick here something is standing out as he only has those four out of 12 so she can actually dive in to see where she can best support and provide guidance now opening this up maria can see all the details again who the subject is as that new hire the important details such as when their start date might be even if they're a full-time or part-time employee in what department they sit in not only does maria have her listed as the hiring manager but she can also see different correspondents such as hr specialists who are also assisting in this new hire all the tasks and to do like i said before are broken down into those different categories so whether nick is preparing still for that first day or on to his journey as that long tenured employee we can see what aspect and what what cascading effect or list we fall in under now maria can see everything assigned to her whether again that's different checklist or guides or setting up meetings but we can actually go in and select those different accounts or access this is definitely a step that could be automated but just to show that you do have that ability to go in and approve and maybe maybe make certain selections depending on who that new hire is so we'll just go ahead and order all these different accounts and assets for nick directly again making sure that we have that timely delivery he's not kicked out of the system isn't wondering you know how to get involved and start going on his day we have again once again that productivity line and insight not only can maria see everything assigned to her but if she ever wanted to look at where nick is maybe he's struggling on different aspects and not meeting the due date on a lot of these different tasks maria can then reach out um you know offer any assistance or support as this might be confusing or overwhelming as someone is onboarding really diving into that cross-departmental aspect here we can again see insight into an hr responsibility so we'll know what documentation is being done making sure that someone's actually assigned to all the different tasks as well as i.t so again talking about this enterprise wide lens we want to make sure a new hire has all the different accounts we're set up in that active directory and we're ready to go so with maria here we really once again saw that optimal efficiency we're proactively answering and anticipating those needs and maria can take direct action she can reach out to nick to make sure all this is going well for him and we're providing the best onboarding experience for that top talent so switching gears a little bit i've talked a lot about how multiple teams are involved in this process but i want to show that we can actually fulfill and jump on those requirements from the it realm so casey here once again is that i.t partner that it asset manager and he'll be starting where he normally starts his day within the hardware asset management dashboard so again maria and nick they selected everything that nick might need for his new role but casey is actually notified of those tasks to make sure again we're giving that hardware and software out so as casey this asset manager um this is that overview that not only includes those new hire requests but also showcasing different requests from employees whether they have broken equipment or different parts of their assets that aren't cooperating or acting um as they should so diving into all the different asset requests once again we can see those different aspects of everyone within the enterprise we can see specifically though that nick did request that laptop and everything that was associated with it so now i'm actually going to dive into how we source this how we make sure that this is going out so opening up this request here for nick newman we get all those details we know when the due date is here for casey who even opened it and what c it is in on top of all that detail again compromise of this one request is those different requisitions or those different line items so below we can see not only is it that laptop we're giving out to nick but all those different software and access accounts that maria might have approved but also might have come with just the territory nature of selecting that macbook pro we can see all the lists like items their due diet the price if applicable and then we can also see the stage that it's at so currently everything is sitting in fulfillment but i'll push everything through and show how this is then delivered to an employee being the approvers again you can have multiple steps here whether you want to go to a different layer of managers but for this just maria's yes and okay was good enough and then i'll start to go through all of our different sourcing so within this one request we did have just one catalog task item for nick which would be made up of all those different items so again that hardware making sure we're putting in the po also making sure that the software is provisioned so sourcing this request again we'll see all those different items and i'll actually walk through and show how you would not only look at that different vendor purchase but then making sure that we had all those rights for that software so starting with rpo here i'm going to make sure that i'm selecting the right vendor selecting the appropriate quantity and then that stock room of where it's coming from as well as well as those allocations for software rights so here we want to make sure that we're getting that appropriate license that everything is available within our enterprise and then again assigning it to a user which will then stay with nick for his tenured time at the organization [Music] so go through and do it for everything that nick might need here and everything that was requested for him and then we'll cement this and be off so what we can actually see again is that one purchase order line was created for that hardware and then we do have all those licenses allocated successfully clicking okay will actually take us back to that requisition and then we'll see everything updated here we can see that all of our requested items now for software has gone through as that's that non-tangible aspect but being that our hardware item is something that's physically shipped our stage here is going for a waiting delivery and our purchase order line was automatically created since this is sent up set up as a vendor po this has gone out for that um appropriate approval and making sure we're shipping it out um but you can push this all the way through to make sure nick has it is shipped and it's ready again for that day one so with all that out of the way casey here has done a due diligent job and in a very fast manner and making sure that nick is ready he's provisioned he has all that fulfillment taken care of and he's prepped for that day one being casey here though we were never having to communicate on the side no one had to tell him to start working on this activity he didn't have to reach out to hr to see what that new hire list might look like um and he began his day on that hardware asset dashboard to really recognize everything awaiting and requested of him so he had he never had to leave that viewpoint to go under the different requests or make sure all the procurement went smoothly he was efficient and make sure that nick is ramped up for that first day so last but not least we'll be looking again at someone in that admin role who really controls all this process whether that's onboarding or off boarding and once again all the tasks that have gone out so far to the different teams we're controlled by our lifecycle events so hopping in here now to anna we can see those different life cycle events listed out whether that is onboarding or off boarding we're going into design and modify but specifically since we've been going over that onboarding experience i'll go into the details now here so we can set everything up even that description and what phase or event type that lies in but everything is driven by our activity sets so all of these different columns whether that's pre-hire pre-boarding or day one this is those different categories that control all the items asked of employees and new hires so whether that's something going out immediately or that's that different phase waiting for the completion of that pre-hire phase we can see every activity for hr it and the employee specifically talking about it here though i will show you all those different tasks that might have gone out again we can see that it's not just an employee doing a lot of this it's it getting a fulfillment request or notification to set up that email or submit a different request on their behalf for different setup items or active directory like i said a lot of this can be automated but you definitely can have those fulfiller approval steps in the midst depending on where your requirements lie so especially if you are you know again doing those to-do's or those notifications we have this blueprint here everything is designed and we do give you that guidance out of the box to start running with our different store and experience packs here so all these different tiles they pertain to whether that's a request or triggering a different workflow but making it a very friendly ui for you to go in and set up so you can also get you know different feedback here as well maybe you heard that in the onboarding experience we want to have an email set up faster or software set up faster the ui is modern and intuitive enough where you can actually drag and drop these different pieces of the puzzle to make sure that we're taking in that feedback and taking action right away so once again it's that enterprise wide lens it's kicking off all these different tasks behind the scene and allowing you to do so in an easy way again whether that's different phases if it's onboarding if it's offboarding all of this too is hidden from an employee especially as they chug along on that ramp up journey and anna here can really personalize this to her liking take quick action on that and process improvement so once again anna here the hr admin she had that intuitive and easy way to pivot and really adopt and start using that life cycle event which is that mission control for all the tasks going out to the different departments so as promised now that we just all did that forward we're going to slowly run this back in reverse to really start capturing everything that is included and needed to make sure that we are collecting assets and hardware and off-boarding employees in that right manner and still making it that experience that it should be so for this journey here specifically it'll be for emily a departing employee on maria's team and let's say you know emily's leaving for a company or a different career change there's a couple different kinds of off-boarding you know there could be something that's voluntary meaning emily here she's excited to go to a different company or something that more supports in her career growth but also could be involuntary and in that case it's you know someone's getting fired needs to be out by the end of day and even more so we have that pressure to make sure we're shutting down all of our software access accounts for security but also collecting back all those different expensive hardware items so maria will kick off that process she was notified by emily to start in that off-boarding and after that is all requested in kickoff kicked off from maria casey once again will come in to make sure that all those off-boarded employees aren't walking away with items that they shouldn't so going back to our employee center once again maria here was notified that someone is voluntarily leaving we'll be able to do a search for those different request items but also that different knowledge item as well so if maria is a self-sufficient loves to read on the different information before making a request she can actually stay up to date and follow different faqs for this confusing process especially if this is her first off-boarded employee but maria here will actually just go in and fill a form which would then kick-start that workflow and that life cycle event to start taking care of all the activity to make sure emily is off-board in a timely manner again these are different forms and different processes you can follow and that are given to you but you can go in and tailor anything maybe you want additional details or documentation that can of course be requested as well so we'll be presented with that same structure for that new hire you know whether it's those different phases of activity that initial separation maybe finalizing everything and making sure all of our ducks and our ducks are in a row but maria once again can see any activity whether that's for herself or for emily the employee so again this is just designed for optimal efficiency maria is supported in something maybe she's never done before to off-board one of her teammates and we have that quick response to get it going again so after maria had kicked start started that process one of those alerts actually went out back to casey that asset manager so looking at that off-boarding request here logged in again as casey we can see all the different asset reclamation that might have come in whether that's for different transitioning employees or off-boarding as well but we can specifically see here that emily is listed among one of them for our today's requested date opening up the reclamation request we can see again it was requested specifically for emily the method that we would like to follow this and the date and also the state underneath all this they're all there are those different components so of course emily had more than just her hardware she also had those different software items as well but we can still get granularity and visibility into where that might be so again seeing the different stages we can see this hardware which is that tangible product that needs to be shipped back uh which will be taken care of and then updated accordingly but also all the different software items as well so whether that's revoking user licenses or making sure that we can put those licenses back out for use you would have that visibility to start going in and doing so now all this can be evaluated at every step of the way once all this is completed especially for software we can revoke the system or user subscriptions and a lot of this can be automated so with conjunction of itom you can make sure that you don't actually need to go in and nearly click through all the different software asset reclaims you can do so um just with that clip of the kickstarting of offboarding so if we go through and we actually did reclaim all those different software assets um again it's about making sure that no one has access that they shouldn't but also we've heard stories too of the access not being revoked and enterprises paying for licenses that aren't in use for up to a few years so just over into that software line item is that something that would happen more instantaneously but let's fast forward a bit here let's say emily's laptop has been shipped back and it's received and evaluated so we'll see all those updated statuses here on those different stages again we've gone through ready to pending and evaluated and closed but you can actually dive in to get that lower level view of those different stages so these tasks would again look like her scheduled shipment for emily to send back in that apple imac receiving it from the organization and then finally evaluating the asset and if we go into the evaluate asset task we have specific options here for you as an organization to then start evaluating what you want to do with the returned assets so options here could be redeploying it to a new employee or vendor disposing of the hardware even if emily has maybe caused too much damage on that asset and all of that would be updated here on our evaluation status field so right now we can see it's set for redeploying to a new employee but again this would be somewhere where you'd see that status of disposed or even sent to an i.t technician for repair here we're really trying to emphasize maximizing the hardware life cycle so we're ensuring we're putting our assets back to good use or even attaining immediate attention if we need those assets fixed as soon as possible so once again here with casey everything was in his lap as he went through that process all the hardware and software was attached to that departing employee but casey had a quick way of making sure that those items were back as well as all those items being revoked that needed to be so with that i'd like to thank you for your time today on behalf of both the it asset management team and employee workflows team i really hope you enjoyed learning about our better together story of hr and it as it comes to onboarding and off boarding please feel free to follow those links at the bottom for any additional questions or resources you might have and i hope you have a great day