how overstock.com transformed onboarding for its enterprise- and beyond

ServiceNow and Workday: How Overstock.com Transformed Onboarding for Its Enterprise–and Beyond

Brian Wagstaff, Director of Technology Services, Overstock

Introductions

Brian WagstaffDirector of Technology Services

Overstock

About Overstock.com

Workday Confidential

Agenda

► Associate Onboarding

► Workday as a Source

► ServiceNow across the Enterprise

► Value Realized

► Lessons Learned and Pitfalls

► Q&A

Associate OnboardingThe Challenge

• Hiring process wasn’t defined, published, or standardized‒ Managers required to know what was needed for a new hire ‒ HR required to hire associate‒ Helpdesk required to create account and provision access‒ IT Asset team required to procure equipment‒ Facilities required to get an office space prepared‒ New associate expected to be productive on the first day

• Getting new hires ready required last minute miracles

• The process resulted in at least 60-80 interactions

The Issue

• The business and IT working toward the same vision and goal‒ Recruiting, HR, Facilities, Finance

• Document desired process‒ Create single point of entry

‒ Find opportunities for automation

‒ Remove redundancy and manual interactions

‒ Don’t assume anything

• Reduce Approvals where possible

• Automate core HR tasks by connecting HCM and service management

Scoping the Ideal Solution

Workday as a SourceThe Start for Onboarding

Human Capital Management

GLOBAL AT THE CORE

TECHNOLOGY FOUNDATIONSINGLE CODE LINE

MOBILE COLLABORATION

ACTIONABLE ANALYTICS

IN-MEMORY OBJECTS SECURITY

BUSINESS PROCESS FRAMEWORK

INTEGRATION CLOUD

REPORTING & ANALYTICS

CONSUMER UI

PLANNING

LEARNING

RECRUITING

ONBOARDING

BENEFITS

COMPENSATION

PERFORMANCE TALENT

PAYROLL

SUCCESSION

ABSENCE

TIME TRACKING

INSIGHTS


• Data is validated through HR processes

• Personal data is maintained through Self Service

• Business support

• High Level of integration capability‒ Integration as Business Process

step‒ SOAP/REST‒ Workday APIs

Why Workday

ServiceNowThe Enterprise Solution to Automate Onboarding

• Create Roles‒ Job Profile plus Cost Center‒ Sync with Workday

• List Entitlements‒ Email Mailbox‒ Network access‒ AD Security groups (ACL)‒ Email Distribution Groups‒ Workspace‒ Application Authority‒ Hardware‒ Software‒ Business Services

Gathering Entitlements

• Identify Existing Commonalities‒ Birthright ‒ Cost Center‒ Title‒ Specialty‒ Project or Matrix team membership

• Snapshot day one needs‒ Exclude tenured level access

• Enlist managers to help define roles‒ Role Owners‒ Role Entitlements

• Build for the future‒ This is not a term paper

Defining Organizational Roles

Specialty

Title

Cost Center

Birthright


• Service Management‒ ITSM‒ Facilities‒ HRSM‒ Automate the mundane‒ Help Them Help

Themselves‒ Reduce error

• Workflow

• Orchestration

Why ServiceNow

• Data Export Integration ‒ Hire Business Process

Transaction type Worker attributes

– name – title– manager – location– job profile– cost center

‒ SOAP

Triggering the Process

• Customized Integration

• Transaction log table‒ Create‒ Delete‒ Change

• Business Rule‒ On insert‒ Start Workflow

ServiceNow

• Orchestration‒ Network‒ Directory service‒ Application

• Reusable activities

• Order catalog items on users behalf‒ Standardize request‒ Hidden items‒ Additional approval

ServiceNow Workflow

Engage Manager

Update Workday

Grant accessEngage Finance

Associate Onboarding

Workday Integration

ServiceNow Workflow

Create Account

Order Hardware

Create Role if Needed

Welcome

Order Workspace

Engage Manager Add Apps


Beyond Onboarding

• Additional Business Processes

• Hire

• Contract

• Termination

• End Contract

• Job Change

• Associate Journey

• Knowledge Portal

• Asset Reclamation

Value RealizedChanging Work for the Better


Value Realized

ServiceNow eliminates 1000 days of lost

productivity every year

New hires have What they need on day one

Improved employee satisfaction feedback

Dramatically enhanced access control and asset

relevance

Solution is self-maintaining; adapts to new profiles HR adds

Better equipped to respond to business

growth

Lessons Learned and PitfallsRecommendations for Success


Three Key Points

Don’t do this Yourself

Engage Managers Often

Use a Set of Default Entitlements

Key Takeaways for Mutual Success


Focus on day one needs

Build for the future HCM and HRSM

1 2 3

TM

Q&A

TM

Thank You

Visit ServiceNow at Booth 224 to Learn More