Digital HR

Transformation
Kanika Deshpande
Company – EYGDS
Roll Number – 19H115
Executive Summary
Research Work –
HR Benchmarking 3 Digital Leadership – Client
1 Proposal
Identifying a
competitor and
creating a template Worked on a Client Proposal
to chart the for Digital Leadership.
competition
analysis and Involved understanding of
Benchmark Digital Leadership and its
around it impact on the industries.
Service Now –
Vendor
Assessment

Digital Employee 2 Part of an On 4

Experience going Proposal to
for Advisory on
how to take
Mapping and Servicenow to
understanding Digital Market for
Employee Experience to Clients.
create a proposal for the Contributed to
same keeping in mind Vendor
experience touch points Assessment on
the deck.
Engagement 1 – Digital Employee Experience

• The Ask – To research about Digital

Employee Experience and Incorporate touch
points in HR Life Cycle Points for a Client

• Deliverables -
• Researched about Digital Employee
Experience
• Identified the Need for Digital
Employee Experience
• Identified HR touch Points in the
various verticals of HR
• Mapped Employee Experience
Employee Experience Drivers

Employee Experience
HR Experience Pain Chat Bots Manager Support Engaged
Points HR Portals Local Support Employee
Telephonic
 Employee Experience Touchpoints Mapped in HR Taxonomy
HR Taxonomy Area Technology Experience

Core HR • RPA • Quicker access to Employee database

• Advanced Analytics • Reduced Human error rate
• Machine Learning • Easier to update employee information
• Chatbots

Recruitment – Talent Acquistion • RPA • Faster Tracking of candidates

• Advanced Analytics • Better chance to attract right pool of candidates
• Machine Learning • Easier connect to the company
• Chatbots
• Social Media Recruiting
• Recruitment Automation Tools

Recruitment –Onboarding • Faster Tracking of candidates • Gamification of on boarding learning activities

• Better chance to attract right pool of candidates • Virtual connect and induction.
• Easier connect to the company

Performance Management • Robotic Process Automation • Robotic Process Automation

• Advanced Analytics • Advanced Analytics
• Machine Learning • Machine Learning
• Chatbots • Chatbots
• Mobile Apps • Mobile Apps

Change Management • Social networking • Identify potential risk areas

• Mobile Apps • Reinforcing the key message behind change
• Predict outcomes and help manage delivery of change
Engagement 2 – ServiceNow and HR Service Delivery
• The Ask – Vendor Assessment – A general Vendor Assessment and a specific assessment around HR
capabilities of various Software.

• Deliverables
• Researched about the Identified Competitors of Servicenow in HR Service Delivery
• Created an overall Vendor Comparison Deck
• Created an HR Capability Specific Vendor Comparison
• Created a template for HR parameters to be mapped according to three Identified sections –
Knowledge Management, Case Management and Documentation Management.
• The Vendor Assessment on HR parameters is still an on-going plan.
 Company Profile : ServiceNow
Company Overview Market Topography

Founded in: 2004

Key Markets:
No. of customers: 5400 (Enterprise
 US, UK, Canada and India
Customers)
Employees: 8666
No of Countries – 77 offices across 52 Key Industries:
Countries Technical Telecommunications
Business Services Finance
Global office HQ
Manufacturing Education
Sector Focus: Cloud computing , IT service Key Collaborators Healthcare Retail
management & enterprise service Utilities & Waste treatment Government
mangement Insurance Energy

Key Product Offerings Annual Revenue Integrated systemsand

Integrated Services andPlatforms
platforms

•ServiceNow integrates with many third party

•
►
Customer workflow applications and data sources
• Employee workflow ► •The most common integrations are with CMDB,
• Build your own App Key Wins Incident Management, Problem Management,
Change Management, User Administration, and
• IT workflow Single Sign-on.
1. The Now Platform® makes it 2. ServiceNow’s architecture ► •A variety of techniques can be used, most
easier than ever to reimagine provides template for ServiceNow notably Web Services, JDBC, LDAP, Excel, CSV,
customer experiences for the private cloud in which Now and Email, as well as any industry standard
mobile world. Platform is deployed as a technologies that use SOAP, REST, or WSDL.
subscription service. ► •Additionally, API and command-line integrations
can be done using a MID Server.

Challenges Future Strategy

• • for
Build effective
Slow delivery of
and is congested end-to-end
since it handlesIT
a (and non-IT)ofservices
large volume requirements daily
• evolution
• End-to-end employee experience as an enterprise-wide initiative, by cross-
• The • Difficult and Time systems
of ITSM consuming implementation
development (ServiceNow is not an ITSM solution) functional collaboration and partnership and integrated digital solutions
• • • It is a Discrepancies
Differences/ expensive and requires
in dataall menbers to have
Categorization liscences
and Labelling Terminology.
• • Issues take long time to resolve
• Product and Platform: invest specifically on Machine Learning, mobile user
• Achieving long-term success with user adoption experience and cloud-management capabilities
• • Difficult to work with requires many resources and support
• Effectively communicating ServiceNow’s value proposition
 Company Profile : ServiceNow

1 Client Market Spread Social Spread 3 Customer Centric Support

Followers Posts
ServiceNow provides all resources to client such as:
Clients using Atlassian product offerings - 5400
Market Share – 36.80% 9881 20+
Top Countries – US, UK, Canada and India  Product documentation  Customer success
Company Size-Supports 3616 Employees  User community connect research
20252 100+
Investors - Fred Luddy , David LOO, Don Goodliffe  Developer Portal  Resource library
and Bow Rugeri  App store  Support portal
Number of Transactions: 6 Billion Transaction 12752 200+
 Blogs  Trainings & Certification
per month
Company Revenue- Market Share -Market Share -  Professional services to enable a customer to be
2900 9789 successful
36.8% Market Capital - 69.681B Market Revenue
-346 crores

2 5 Analyst Report On BMC

Customer Success Initatives
Software

• ServiceNow engages customers with 1. ServiceNow is positioned as a Leader in Gartner’s

below teams to enable adoption of the Magic Quadrant for IT Service Management tools
product within the organization
Key Competencies
2. ServiceNow is named as Leader in the Forrester
Wave Enterprise Service Management
• Client account executive
3. No 1 most Innovative company of the year-
Forbes.
• Customer Engagement manager
4. Over 40+ analysts have covered ServiceNow.
• Customer Success manager
 Company Profile : Atlassian
Company Overview Market Topography

Founded in: 2002 Key Markets:

No. of customers: 150000  Amsterdam, US, Manila, Yokohama, Bangalore,
and Sydney.
Employees: 3616
No of Countries – 9 offices across 7 Key Industries:
countries Research and
Automotive
Global office HQ : Sydney, Austrailia Healthcare
Education
Sector Focus: Software Development, Tech Industry
Key Collaborators Finance
Project Management and Content Government
Non - Profit Organization Industry
Management

Key Product Offerings Annual Revenue Integrated systemsand

Integrated Services andPlatforms
platforms
►
► Trello ► Jira and Confluence
► Jira
► Atlassian Marketplace ► Jira Software and Confluence
► Confluence
► Sourcetree ► Jira Software and Bamboo
► Hipchat / Stride
► Crowd Key Wins ► Jira Software and Portfolio for Jira
► Bitbucket /
Bitbucket Server
► Statuspage ► Confluence and Portfolio for Jira
► OpsGenie ► Jira Software and Jira Align
► Bamboo 1. Atlassian Wins Deloitte 2.Atlassian Wins SD Times
► Fisheye
► Jira Align Technology Fast 50 Award with 100 Award in 2006
357% Growth
► Crucible

Challenges Future Strategy

• Scaling agile is a journey
• •
1.JIRA,
Slowdependencies
and is congestedare notitautomatically
since tracked
handles a large volume of and noted in
requirements the base
daily
• • Difficult and Time consuming implementation • Scale digital transformation with Enterprise ITSM
software.
• • It is a expensive and requires all menbers to have liscences • Maximizing developer efficiency
• 4.One area in which JIRA Versions is not flexible is the fact that a version • Strengthening the foundations of Data Center
• • Issues take long time to resolve
can only be associated with one project, no matter how you label it or how • Scaling Administration-new tools to support the performance and scalability of growing
• • Difficult to work with requires many resources and support
you configure custom fields instances
 Company Profile : Atlassian

1 Client Market Spread Social Spread 3 Customer Centric Support

Followers Posts
Clients using Atlassian product offerings - 150000 Altassian provides all the support to customers in form of –
Market Share – 35.3% 266911 100+
Top Countries –
 Trello
 Amsterdam, Austin, New York, San
 Statuspage  HipChat
Francisco and Mountain View, 297000 100+
California, Manila, Yokohama, Bangalore, and Sydney.  Cornfluence  Jira Software
Company Size-Supports 3616 Employees  Jira Align  Question for Confluence
Investors - Accel, T. Rowe , Dragoneer Investment 71900 200+
 Opsgenie  Jira Service Deck
Group
 Fisheye  Bamboo
Company Revenue- Market Share - 36.8% Market 87800 200+
Capital - 21.919 B Market Revenue -1.21B  Sourcetree  Atlassian Cloud
 Crucible  Crowd

2 5 Analyst Report On BMC

Customer Success Initatives
Software

1. Atlassian is a Leader in Gartner’s 2020 Magic Quadrant

 Atlassiaan launches Jira Service Desk for
HR, facilities and legal teams
 Atlassian Jira Core Launches teams to help
communicate and engage with employee
teams
for Enterprise Agile Planning Tools
Key Competencies 2. For the second consecutive year, Atlassian has been
named a strong performer with the strongest overall
strategy and a rapidly expanding market presence by
HR Capabilities : ServiceNow

Overview
Name of the Service Delivery SoftwareServicenow HR Service Delivery

01 Key Areas in HR
• Employee Onboarding
• Employee Offboarding

02 • Change Requests
• Questions for HR

Key Capabilities

03
• Track Candidate Interviews
• Employee Onboarding
• Manage Policy Updates
• Organize Events
• Employee Onboarding
• Employee Offboarding
• Change Requests
• Measure HR Team Performance

04 Key Benefit
• Different Templates
• Task Details
• Notifications
• Reports and Analysis
HR Capabilities : Altassian

Overview
Name of the Service Delivery Software : Jira Desk and Jira Core
• From recruitment to onboarding and beyond, keeping employees happy and
productive is what drives successful HR teams. Atlassian products help you
deliver miles of smiles.

01
• Launched – November 2019

Key Areas in HR
• Employee Onboarding
• Employee Offboarding

02 • Change Requests
• Questions for HR

Key Capabilities

03
• Track Candidate Interviews
• Employee Onboarding
• Manage Policy Updates
• Organize Events
• Employee Onboarding
• Employee Offboarding
• Change Requests
• Measure HR Team Performance

04 Key Benefit
• Different Templates
• Task Details
• Notifications
• Reports and Analysis
Comparison Summary Slide

Vendor Functionality

Event Asset
Employee Activity Alerts/ On Real Time Triggered Search Case Manageme Knowledge
Database Dashboard Escalations Boarding Data Functionality Management Management
Actions nt

ü ü ü ü ü ü ü ü ü ü
Servicenow

ü x ü ü x x ü ü ü x
Altassian

ü ü ü ü x ü x ü ü ü
Salesforce

ü x - ü ü - ü ü - ü
IBM

ü ü ü ü ü - ü ü x ü
BMC Software

► Servicenow, stands superior when compared to the other vendors in the segment, with the most mature Software and extensive list of features
► Other Software Altassian and Salesforce – are good competitors but do not match up to the level of sophistication that Servicenow offers its
clients
Engagement 3 – Digital Leadership

• The Ask – To Identify what is Digital Leadership, The need for Digital Leadership, The companies
who are Digital Leaders, the Impact of these practices on the companies and general Impact of Digital
Leadership on various industries.

• The Tasks –
• Researched about Digital Leadership and the need for Digital Leadership and Digital
Transformation adopted by the companies
• Identified the Digital leaders in various industries –Such as Retail, Food and Beverages, E-
commerce, Technology etc.
• Mapped the company information, their Digital Strategy and the impact of the same on the
company.

Industry : Retail
“Nobody can guarantee a
company or a concept of
eternal life, but no one can
accuse me of not having
tried to.”
- Ingvar Kamprad(IKEA
founder)
Page 15 Friday, July 02, 2021
IKEA : Understanding their Customers
Ikea Digital Strategy –
► IKEA’s recent campaign, “Where
Life Happens,” uses Google search
expertise to make everyday life
better with its products.
► Labeled their products to solve
common life issues. For example,
instead of simply advertising the
benefits of a particular bed, it
relabeled it to “My Partner Snores.”
A range of other products were
renamed to match their solutions to
typical customer issues.
► This commitment to their
customers has led to other digital
projects that embrace the
connection between technology and
product.
This commitment to their
customers has led to other
digital projects that embrace
the connection between
technology and product.
Presentation title
Key Aspects from the digital
Strategy
Know your
audience
Keeping it  Founded - 1943
fresh and new
 Industry – Manufacturing, Retail
 Key Offerings : designs and sells
ready-to-assemble furniture,
Content
appliances and home accessories.
marketing  Employees – 51,058
 Headquarters –Deflt, NL
 Presence –60 offices in 50 countries
Ease of access  Annual Revenue -€25.5 billion
Key Wins
Ikea Is able to create a
 Keeping it fresh, allowed IKEA’s
catalogue application to be
stronghold through the a
Strong Social Media Presence
downloaded 10 Million times in engaging their customers
 Starbucks: Dip into the Digital
Industry: Food and Starbucks Digital Strategy Key Aspects from the digital
Beverage Strategy
► Launched an App – MY Starbucks
APP
► Starbucks used digital Adapting to
“Success is not sustainable if it transformation to bring in more
new platform
customers and increase trust and
is defined by how big you satisfaction.
become or by growth for ► Starbucks allowed payment for Understandin
g customer
 Founded - 1971
coffee through its mobile app which Industry – Food and Beverage (retail)
growth's sake accounted for 26 million
needs


 Key Offerings : Consumer Goods,

Success is very shallow if it transactions in its first two years. Food and Beverages, Hospitality.
► It's also offering Mobile Order and
does not have an emotional Pay to all customers to make their Build  Employees – 346000
Experiences
meaning“ purchases easier. With its Happy
Hour program, Starbucks wants to
 Headquarters –Seattle , US
 Presence –20 offices in 19 countries
send personalized messages and
offers to each customer in a bid to  Annual Revenue -$26.5Billion
Think Like a
attract more business. customer
-Howard Schultz
(CEO, Starbucks)

Key Wins

Mobile app which accounted Food and Bereage Menu,

for 26 million transactions 24% orders in US made discounts and GPS location
in its first two years. through the app- My Starbucks map on the app increased
App footfall

Page 16 Friday, July 02, 2021 Presentation title

Engagement 4 – HR Benchmarking Template

• The Ask – To make a HR Benchmarking for the Client which can be used as a template for
clients of the future

• Deliverables
• Mapped HR capabilities at the L3 level to create a template
• Selected a Competitor to Map capabilities again
• Identified General Sources to find the information
• Identified Specific Sources to find the information Eg – Glassdoor, Company Website,
Policy Documents.
• Formulated Questions to be answered to arrive at the required data.
• Researched for the Competition data.
• Found Leads for the acquiring data for specific data points through LinkedIn
Conclusion

• Digital Employee Experience - Organizational culture, engagement, and employee

experience remain top priorities even with a pandemic situation
• HR Service Delivery, Employee Experience and Digital Leadership work hand in hand to
develop a mature cohesive ecosystem that drives Digital Transformation of a firm
• A fast track digital transformation is the solution to most of our current issues
• Organizations have to ensure that emotional connect is maintained and build stronger in
the present scenario
Key Learnings and Takeaways

• Understood the nuances of the consulting field

• Learnt the thought process behind storyboarding and creating a deck
• Learnt to Identify various touchpoints in the Employee Life Cycle
• Takeaway – Optimisation of Search Engines to gather information
• Learnt to create vendor assessment sheets and rank vendors according to their capabilities
Questions?

Page 20 Friday, July 02, 2021 Presentation title