“Ranosys helps one of the world’s largest automotive manufacturers maintain platform stability, resolve HR service incidents, and build out new HR capabilities on ServiceNow HRSD, ensuring their workforce across the United States continues to receive consistent, uninterrupted HR service.”
Our client is one of the world’s largest automotive manufacturers, with a significant workforce across the United States. Following a successful go-live of their ServiceNow HR Service Delivery platform, the business needed a reliable managed services partner to take over application support, keep the platform stable, and continue developing new HR capabilities for their employees.
Post-implementation, application support was transitioned to Ranosys, tasked with ensuring that the platform continued to perform at the standard a workforce of this scale demands, while also delivering the new HR service enhancements the business needed to keep pace with evolving workforce requirements.
Industry :Automotive Manufacturing
CHALLENGE
Going live on a new HR service platform is only the beginning. For a business of this size, the real work starts the moment support transitions from the implementation team to the operational team. The client needed a partner who could step in without disruption, maintain platform stability, and resolve incidents fast enough to prevent any impact on HR operations while simultaneously designing and configuring new HR services as business requirements continued to evolve.
THE GOAL
To provide a managed services partnership that kept the ServiceNow HRSD platform performing reliably while continuing to build out HR capabilities for the workforce. The scope covered four areas:
- Continuous post-go-live application support to maintain platform stability and performance.
- Incident investigation, diagnosis, and resolution within defined SLA timelines.
- Design and configuration of new HR services aligned to business requirements and delivered UAT-ready.
- Documentation and change record management to support platform governance and knowledge continuity.
Key Features
- Continuous post-go-live application support maintaining ServiceNow HRSD platform stability and performance for a large enterprise workforce, with proactive monitoring to identify and address issues before they affect HR operations.
- Structured incident management process covering investigation, diagnosis, and resolution of platform incidents, ensuring HR service delivery continues without disruption regardless of the nature or complexity of the issue.
- Ongoing design and configuration of new HR services within ServiceNow HRSD, each scoped against business requirements and delivered UAT-ready within defined timelines, so the HR team can keep building on the platform at pace.
- Maintained documentation and change records providing a clear, accurate audit trail of all platform activity, supporting governance requirements and ensuring knowledge continuity across the support team.
The Results
The managed services engagement gave the client a reliable operational foundation for their ServiceNow HRSD platform. Platform stability was maintained consistently across the support period, with incidents investigated and resolved without disruption to the client’s HR operations. New HR services were designed, configured, and delivered within agreed timelines, giving the HR team a steady flow of new capabilities without the overhead of managing the build internally. The client’s workforce continued to receive consistent, high-quality HR service throughout, with no interruption to the employee experience the platform was built to support.
Highlights
- HRSD platform stability and performance were maintained consistently, giving the client's HR team and workforce a dependable ServiceNow environment throughout the engagement.
- New HR services were scoped, configured, and delivered UAT-ready within agreed timelines, steadily expanding the platform's capabilities without pulling internal resources into the build.
- All platform incidents were triaged and resolved within defined SLA timelines, keeping HR service delivery uninterrupted for the workforce across the United States.
Technology stack
Platforms Used
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