White paper: The Total Economic Impact of ServiceNow HR service delivery


Johannesburg, 11 Feb 2021
Read time 1min 00sec

ServiceNow commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study and examine the potential return on investment (ROI) enterprises may realise by deploying HR service delivery (HRSD). The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of HR service delivery on their organisations.

ServiceNow’s Employee Workflows solution – which contains its HR Service Delivery, Workplace Service Delivery, Legal Service Delivery, Procurement Service Delivery and Safe Workplace suite – helps organisations drive employee productivity by delivering the right experiences for the hybrid workforce. The solution makes it easy for employees to find answers, get help and request the services they need through a unified service experience, using intelligent workflows across any device.

To better understand the benefits, costs and risks associated with this investment, Forrester interviewed four customers with experience using HRSD. For the purposes of this study, Forrester aggregated the experiences of the interviewed customers and combined the results into a single composite organisation.