---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# HR Service Delivery

# HR Service Delivery {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of HR Service Delivery Yokohama Release

ServiceNow® HR Service Delivery Yokohama release empowers organizations to enhance employee service experiences by providing a unified platform where employees can manage their HR needs easily.
It enables self-service through the Now Mobile app, streamlines HR processes, and integrates with existing HR systems to deliver efficient and modern workforce support.
This approach reduces complexity, improves satisfaction, and drives enterprise productivity.
Show full answer Show less  

## Key Features

* **Omni-channel Employee Access:** Employees gain anytime, anywhere access to HR services via the Now Mobile app, allowing them to find answers, submit requests, and receive assistance quickly.
* **Integration Capabilities:** Seamlessly connects with HR management systems (HRMS), identity providers, background check services, e-signature, tax forms, and other tools to improve operational efficiency.
* **Centers of Excellence (COE):** Organizes HR data, services, and processes by functional discipline to manage employee interactions efficiently, reduce service delivery costs, and ensure consistent, accurate support through standardized case and knowledge management.
* **Digital Workflows and Automation:** Replaces manual, siloed HR processes with cross-functional digital workflows using no-code tools like the lifecycle event builder to orchestrate activities such as onboarding and transitions.
* **Virtual Agents:** Provides always-on, intelligent self-service assistance that understands employee language and learns from prior interactions.
* **Employee Journey Management:** Includes Journey Designer and Journey Accelerator to align employee transitions (e.g., onboarding, promotions) with business goals, enabling managers and mentors to create, manage, and gain insights into employee journeys.
* **Manager Enablement:** Manager Hub offers proactive team insights and personalized resources to help managers support and develop their teams effectively.
* **Learning and Listening Posts:** Delivers contextual learning experiences and collects employee feedback through pulse surveys during journey action plans.
* **Microsoft Office 365 Integration:** Allows scheduling of plans and tasks directly with Microsoft Exchange Online calendar for streamlined task management.

## Benefits for ServiceNow Customers

* Enhances employee satisfaction by providing simple, mobile-first access to HR services.
* Improves HR operational efficiency by automating workflows and organizing services by functional discipline.
* Reduces service delivery costs through self-service, virtual agents, and standardized knowledge management.
* Supports leadership in managing employee lifecycle events and career development with tailored journey tools.
* Enables integration with existing HR and third-party systems to preserve current investments and extend functionality.
* Facilitates ongoing employee engagement and learning to foster a productive workforce.

## Next Steps for Implementation

* Engage with a ServiceNow implementation specialist to tailor HR Service Delivery to your business needs.
* Access training and certification courses to build expertise and accelerate return on investment.
* Consult the product documentation starting with the HR Service Delivery overview for detailed guidance.  
Unlock enterprise productivity and give your employees the service experience they
deserve with ServiceNow®
HR Service Delivery. By providing employees with a single place to manage their
work needs while shielding them from back-end complexity, you can deliver a great experience to
meet the demands of a modern-day workforce.

## Put service at the heart of your business {#hr-service-delivery__section_tzy_zjv_rjb}

By meeting employees where they are, you empower them to find answers, get help, and get
things done with a simple swipe, click, or chat. Employees can self-serve through the Now Mobile app
.
Digital workflows drive action across any organizational function and can enable every
department to service employees more efficiently and effectively. New hires are guided
through the onboarding process with the Now Mobile app, ensuring
they're ready to succeed from day one.

[View and download the full info card](https://downloads.docs.servicenow.com/resource/enus/infocard/hr-service-delivery-statcard.pdf) for a highlight of HR Service Delivery features.  

|-|-|
|   | Make it easy for employees to get HR services :   Give employees anytime, anywhere access to HR services to increase satisfaction. |
|   | Organize employee interactions by functional discipline :   Manage employee interactions in a structured and efficient manner, driving down the cost of service delivery. |
|   | Use HR Service Delivery to build great experiences :   Replace manual and siloed processes with cross-functional digital workflows for increased efficiency. |
|   | Employee-focused service creates competitive advantage :   The intelligent, intuitive, and mobile-first tech that transformed real life will radically transform work life. |
|   | Enable leaders to support and manage their teams better :   Align business goals with employee needs, including onboarding, career growth, and other transitions. |
[ ]

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## Make it easy for employees to get HR services {#hr-service-delivery__section_xds_rx3_sjb}

Give employees anytime, anywhere access to HR services to increase satisfaction.
Omni-channel service through the Now Mobile app

enables employees to find answers, make requests, and get help. You can integrate with
existing HR management systems (HRMS), identity providers (IDP), background check,
e-signature, tax form, and other services to improve operational efficiency. And you can
simplify any process by using intelligent and automated answers to guide employees.

## Organize employee interactions by functional discipline {#hr-service-delivery__section_g11_pcr_sjb}

Note:  
This image solely explains how Centers of Excellence (COE) organize HR data, services, and processes. It does not capture all Centers of Excellence that are available with HR Service Delivery.

Manage employee interactions in a structured and efficient manner, driving down the cost of
service delivery. A purpose-built Centers of Excellence data model organizes HR data,
services, and processes by functional discipline, enabling you to support all types of
employee requests. You can deliver intelligence behind every interaction with virtual
agents. And a standardized case and knowledge management system means that live agents have
answers at their fingertips to provide help that is accurate, timely, and consistent.

## Use HR Service Delivery to build and deliver great experiences {#hr-service-delivery__section_h4t_pcr_sjb}

Replace manual and siloed processes with cross-functional digital workflows for increased
efficiency. You can orchestrate activities across systems, departments, and people.
Intelligent, no-code builders such as the lifecycle event builder enable you to easily
configure digital workflows for onboarding and other important life events. And employees
get always-on assistance from virtual agents that speak their language and learn from
previous requests.

## Employee-focused service creates competitive advantage {#hr-service-delivery__section_n4q_c3r_sjb}

The intelligent, intuitive, and mobile-first technology that transformed consumers' lives
will radically transform work life. HR Service Delivery groups key
applications into scalable packages that can grow with your business. You can easily
integrate HR Service Delivery with the existing cloud and on-premise HR
management systems you are already using. And by enabling self-service, you drive down
service delivery costs while providing help that is accurate, timely, and intelligent.

## Enable leaders to support and manage team journeys {#hr-service-delivery__section_journey_hrsd_overview}

Align business goals with employee needs, including onboarding, career growth, and other transitions using Journey designer or Journey Accelerator.

Journey designer (JD)
:
    * Combines the employee experience of Lifecycle Events and Journey Accelerator, so that managers and employees have a single interface to manage all their journeys.
    * Enable managers and mentors to develop and curate custom journeys.
    * Provide managers with high-level insights for their team's journeys.
    * Integrate ServiceNow apps and third-party applications to extend JD features and capabilities.
    {#hr-service-delivery__ul_stj_yyh_fvb}

Journey Accelerator (JA)
:
    * Define and manage plan types, configurations, and stages for transitions such as promotions, onboarding, offboarding, and more.
    * Create and manage task-based, to-do templates for specific employee audiences.
    * Track plan progress and template usage from the Journey Accelerator dashboard.
    * Trigger automatic department-based onboarding plans from Lifecycle Events
{#hr-service-delivery__ul_cf4_1zh_fvb}  
Integrate applications with Journey designer or Journey Accelerator.  
Note:  
Application integrations depend on the family and app version you are using. Be sure to find the integrations available for your configuration.

* [Integrations for Journey
  designer](https://servicenow-prod.fluidtopics.net/rV72SNDS~3eZdFJtMf~dLg "Extend the Journey designer application's capabilities by integrating other applications into the journey experience.")
* [Journey Accelerator
  integrations](https://servicenow-prod.fluidtopics.net/tA2zt_iC54S69pXeb3Zppw "Extend Journey Accelerator capabilities by integrating other application into the Journey Accelerator experience.")

Learning Posts
:   Create and access an omni-channel learning experience empowering employees with the
    right learning at the right time, making learning accessible.

Listening Posts
:   Trigger pulse surveys during the action plans to gather feedback on the
    Journey.

Manager Hub
:   Increase managers self-service and proactive engagement with their team by providing
    insights and recommended actions for what's most urgent and important to drive team
    success. Enable managers to grow as leaders through curated and personalised
    resources.

Microsoft Exchange Online
:   Schedule plans and to-do tasks with the Microsoft Office 365 calendar
    function.  
    Note:  
    If you intend to use the Microsoft Office 365 scheduling capabilities with Journey Accelerator or Journey designer, an administrator must install and configure the related Microsoft plugins and integrations before installing Journey Accelerator or Journey designer.

## Learn {#hr-service-delivery__section_c2h_4kg_5rb}

* [What is employee onboarding?](https://www.servicenow.com/products/hr-service-delivery/what-is-employee-onboarding.html)
* [What is HR analytics?](https://www.servicenow.com/products/hr-service-delivery/what-is-hr-analytics.html)
* [What is human resource management (HRM)?](https://www.servicenow.com/products/hr-service-delivery/what-is-hr-management.html)
* [What is human capital management (HCM)?](https://www.servicenow.com/products/hr-service-delivery/what-is-human-capital-management.html)
* [What is knowledge management (KM)?](https://www.servicenow.com/products/hr-service-delivery/what-is-knowledge-management.html)
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## Get started {#hr-service-delivery__section_lts_rx3_sjb}

* Work with an implementation specialist to achieve your desired business outcomes. To learn more, visit the [Customer Success Center](https://www.servicenow.com/success.html).
* Take an HR Service Delivery course to build expertise and realize ROI faster. To sign up, see [ServiceNow training and certification](https://www.servicenow.com/services/training-and-certification.html).
* Read the product documentation, beginning with the [HR Service Delivery
  overview](https://servicenow-prod.fluidtopics.net/AnsW06xOxiqcdYeVETJ43g "The ServiceNow HR Service Delivery application improves the employee service experience by automating HR interactions and providing a single platform for all HR services.").
{#hr-service-delivery__ul_bpv_zmr_sjb}

## Applications and
features {#hr-service-delivery__section_vpq_1j1_pjb}

* [Case and Knowledge
  Management](https://servicenow-prod.fluidtopics.net/9MDbRnrxiHTXYpXEO7vuSg "The Case and Knowledge Management application enables you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time.")
* [Employee Journey Management](https://servicenow-prod.fluidtopics.net/bODtbWy2I5JMc28gtwH6fw "Employee Journey Management integrates HR Service Delivery features and applications to enable employees, managers, and the organization to initiate and manage journeys to drive employee engagement and productivity. There are several applications, plugins, integrations, and features that are available for Employee Journey Management.")
* [Enterprise Onboarding and
  Transitions](https://servicenow-prod.fluidtopics.net/ILjk~shy7mAXWPUbmpDq7A "The Lifecyle events for enterprise application supports automation of onboarding and other employee lifecycle events.")
* [Journey Accelerator](https://servicenow-prod.fluidtopics.net/d3Hd5xXH2jWDW8GSVG9bnA "Administrators can use the ServiceNow Journey Accelerator application to create templates for plans and to-do tasks. Managers then use the templates to create and publish customized plans for key employee transitions. Managers, employees, and mentors can access the plans from the Employee Center (EC).")
* [Journey designer](https://servicenow-prod.fluidtopics.net/oY7M353E3WF3tEcCKGHa6g "The ServiceNow Journey designer application enables employees and managers in your organization to initiate and manage journeys to drive employee engagement and productivity.")
* [Manager Hub](https://servicenow-prod.fluidtopics.net/oCNx7b8cBKDX6mKdrarOFQ "The ServiceNow Manager Hub increases managers self-service and proactive engagement with their team by providing insights and recommended actions for what's most urgent and important to drive team success. It enables managers to grow as leaders through curated and personalised resources.")
* [Listening Posts](https://servicenow-prod.fluidtopics.net/0RZU9PVK019iTpm7T0TXpA "The ServiceNow Listening Posts application enables you to create simple pulse surveys to capture employee touch points, gain insights from employee feedback, and improve overall employee experience.")
* [Learning Core](https://servicenow-prod.fluidtopics.net/TrzeJ2cAEELrO7QqmPDJbg "The ServiceNow Learning Core application enables you to build a learning content repository by integrating with third-party Learning Management Systems, such as Cornerstone OnDemand, Udemy, PluralSight, Sumtotal and Saba learning systems. It allows you to configure learning catalogs that contain course items from both external learning systems and internal learning systems.")
* [Document Templates](https://servicenow-prod.fluidtopics.net/xHfOxYxV6RiDt0hK6WRGQQ "With the ServiceNow Document Templates application, you can create HTML and PDF document templates to generate standard letters or documents. You can automate and simplify the process of filling, signing, and reviewing a document online.")
* [HR Service Delivery Agent Workspace (Classic)](https://servicenow-prod.fluidtopics.net/lLQ63ymGP6rTFRk2AgckwA "As an HR agent, you use the HR Service Delivery Agent Workspace to interact with employees, respond to inquiries, and resolve issues quickly.")
* [HR Success Dashboard indicators](https://servicenow-prod.fluidtopics.net/kAyKgsNNXd~S3SJV9~Oxhg "HR Success Dashboard indicators provides service and performance insights to the HR leadership team and process owners. You can measure the performance of the HR implementation using the different KPIs.")
* [Integration of HR Service Delivery with third-party systems](https://servicenow-prod.fluidtopics.net/bfkFzzPFhoSRLaDZuCd4uw "Extend HR Service Delivery capabilities by integrating with other third-party systems.")
* [Integration of HR Service Delivery with ServiceNow applications](https://servicenow-prod.fluidtopics.net/fU8830kOrsE1Xd14OdddLQ "Extend HR Service Delivery capabilities by integrating with other ServiceNow applications.")
* [Predictive Intelligence for HR
  Service Delivery](https://servicenow-prod.fluidtopics.net/nA9qeYs_Hb~h0_GfpfGoSQ "Machine learning solutions for HR Service Delivery help in auto determining assignment groups and services for HR cases, auto creating cases from emails, and discovering knowledge articles that help in faster resolution of cases and tasks.")
* [Virtual Agent for HR Service
  Delivery](https://servicenow-prod.fluidtopics.net/ctmIxOQdbeMGpLduePeK5A#hr-virtual-agent-conversations "HR Service Delivery and Virtual Agent provide an automated chat with an employee requesting HR services. You can program Virtual Agent to understand the intent of an employee to handle repeatable requests.")
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