“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 challenge starts the moment support transitions from the implementation team to the operational team. The client needed a partner who could step in without disruption, take ownership of platform stability, and resolve incidents quickly enough to prevent any impact on HR operations across the workforce.
At the same time, the business was not standing still. New HR services needed to be designed, configured, and delivered within ServiceNow HRSD on an ongoing basis, each aligned to the business requirements of the HR team and ready for user acceptance testing within defined timelines. Managing both day-to-day platform stability and new capability development simultaneously required a structured, disciplined approach to managed services.
THE GOAL
The primary goal was to provide the client with a managed services partnership that could maintain the performance and reliability of their ServiceNow HRSD platform while continuing to build out HR service capabilities for their workforce. The scope covered four areas:
- Continuous post-go-live application support to keep the ServiceNow HRSD platform stable and performing consistently for the client's workforce across the United States
- Rapid incident investigation, diagnosis, and resolution to prevent any disruption to HR operations and keep service delivery running without interruption
- Design and configuration of new HR services within ServiceNow HRSD, aligned to business requirements and delivered within agreed timelines
- Maintained documentation and change records to support platform governance and ensure knowledge continuity across the support team
The work delivered has given the client a dependable managed services foundation where their ServiceNow HRSD platform continues to perform, new HR capabilities are delivered consistently, and their workforce receives the standard of HR service their organisation demands.
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
- Platform stability and performance were maintained consistently across the support period, giving the client's HR team and workforce a dependable ServiceNow HRSD environment they could rely on every day.
- New HR services designed, configured, and delivered UAT-ready within agreed timelines, allowing the client to continue expanding their HR service capabilities on ServiceNow without diverting internal resources to manage the build.
- All platform incidents investigated, diagnosed, and resolved without disruption to HR operations, ensuring the workforce across the United States continued to receive uninterrupted HR service throughout the engagement.
Technology stack
Platforms Used
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