Sony Interactive Entertainment Streamlines HR with ServiceNow HRSD

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"The team has been ON POINT... like, really, really good!"

Summary

Sony Interactive Entertainment partnered with GlideFast to modernize its HR operations by transitioning from a custom-built system to ServiceNow HR Service Delivery (HRSD). Key implementations included HR Case and Knowledge Management, Employee Relations, and the AI-powered Employee Center Pro, along with seamless integration with Workday for 13,000 employee profiles using MuleSoft. This transformation reduced case resolution times, enhanced employee self-service, and streamlined workflows for HR agents. With 44 configured HR services, 10 insightful reports, and comprehensive training, Sony Interactive Entertainment achieved a more efficient and employee-focused HR framework.

Partnering with GlideFast to Elevate HR Operations

SIE sought GlideFast's expertise to maximize the potential of ServiceNow HRSD and adopt industry-leading practices. This partnership focused on deploying HRSD and Employee Center, as well as integrating HR profile data into the system. GlideFast provided strategic guidance to evaluate SIE’s existing ServiceNow environment and delivered a robust implementation plan. Key components of the solution included:

HR Case and Knowledge Management: Streamlining case handling and centralizing knowledge for better accessibility.
HR Employee Relations Application: Addressing employee needs with a specialized system for managing employee relations.
HR Agent Configurable Workspace: Enabling HR agents to manage tasks dynamically and efficiently.
HR Service Requests: Providing a seamless and user-friendly system for HR services.

Comprehensive Solution to Optimize HR Operations

GlideFast responded to Sony Interactive Entertainment’s requirements with a comprehensive and strategic solution that was successfully implemented:

Implemented Modules: GlideFast deployed key modules, including HR Case & Knowledge Management, HR Employee Relations, HR Agent Workspace, Employee Center Pro, and AI Search. This holistic approach enhanced various aspects of SIE’s HR service delivery, fostering efficiency and collaboration.
Integration with Workday: A significant milestone was achieved with the creation of a unidirectional integration between ServiceNow and Workday using MuleSoft. This integration seamlessly incorporated HR profile data for approximately 13,000 employees, ensuring accurate and up-to-date information exchange.
End-to-End Testing Support: GlideFast supported SIE’s Quality Assurance team throughout the end-to-end testing phase, ensuring the solutions’ robustness and reliability. The provision of User Acceptance Testing (UAT) script templates further streamlined the testing processes.
Training Delivery: To facilitate the successful adoption of the new systems, GlideFast conducted in-depth training sessions for both end-users and fulfillers. These efforts equipped SIE employees with the knowledge and skills necessary to effectively utilize the upgraded HR service delivery capabilities.

By skillfully implementing these elements, GlideFast played a crucial role in modernizing Sony Interactive Entertainment’s HR processes, aligning them with industry best practices and leveraging cutting-edge technology to enhance efficiency and employee experience.

Achieving HR Transformation: Key Results for Sony Interactive Entertainment

Sony Interactive Entertainment achieved significant success with the seamless implementation of ServiceNow HR Service Delivery (HRSD) modules and integrations, leading to a notable reduction in HR case resolution times. The introduction of Employee Center Pro greatly enhanced the employee self-service experience, while the configurable workspace improved HR agent case management. The integration of AI-powered search functionalities further boosted user engagement and streamlined information retrieval.

Concrete results highlighted the project’s success:

10 detailed reports were created to provide actionable insights for better decision-making.
44 HR services were configured, transforming SIE's HR operations.
A custom integration using MuleSoft incorporated HR profile data for over 13,000 employees.
79 development stories were completed, driving the holistic transformation of SIE's HR services.

These outcomes underscore the substantial impact of the project in modernizing SIE’s HR processes, boosting operational efficiency, and enhancing the employee experience.