ServiceNow HRSD Managed Services


Fully Leverage ServiceNow HR Service Delivery (HRSD)

Let Infocenter’s team of ServiceNow Certified HR domain experts support your HRSD with DEVSHOP™ HR ServiceNow managed services. Allow key personnel in your organization to focus on larger initiatives and strategic goals while keeping your employees satisfied with an enhanced employee experience. With DEVSHOP™, you’ll receive ongoing ServiceNow HRSD support for:


  • Enhancements to Your Existing HRSD Functionality
  • ServiceNow Upgrade Support
  • Break/Fixes
  • Employee Service Center (ESC) Content
  • HR Catalog Items and Knowledge Articles Oversight
  • And More!

ServiceNow Certified HR Domain Experts 

Infocenter DEVSHOP™ HR ServiceNow engagements are led by former Human Resource Executives that are Certified ServiceNow experts. Our team has partnered with HR organizations in industries like Healthcare, Financial, Retail, Oil & Gas, Real Estate Investment and Manufacturing.

Our HR experts have experience deploying all three ServiceNow HR Service Delivery applications and packages:


  1. Case and Knowledge Management
  2. Employee Service Center (ESC)
  3. Enterprise Onboarding and Transitions

HRSD DEVSHOP Deliverables

While your HR ServiceNow managed services can be tailored to your organization’s specific needs, below are deliverables you can expect from DEVSHOP™:


  • Access to Infocenter VIRGO™ Service Request System
  • Quarterly Reviews on Your Dedicated Infocenter Team’s Progress
  • Six-Month Post Go-Live Analysis
  • Annual Analysis
  • Calculation of Your Overall ServiceNow HRSD ROI

Infocenter VIRGO™ Service Request System

VIRGO™ is a comprehensive request system built on the ServiceNow platform to take in requests pertaining to your ServiceNow environment, process and define the requirements for those requests, and track work being done by your dedicated ServiceNow HRSD team at Infocenter.


Quarterly Reviews

A quarterly review of the progress and trends in VIRGO™ cases opened with your dedicated Infocenter HR Service Delivery (HRSD) support team.

We’ll present the following data:


  • Number of Cases Opened and Closed Per Month
  • Cases Opened by Priority Per Month
  • Open Cases by State and Priority

Six Month Post Go-Live Analysis

Six months after the HRSD implementation go-live, we’ll review the following for you:


HR Cases:

  • What HR Services are being utilized?
  • What is the adoption rate? (Number of cases opened via self-service vs. email)
  • Stats on the inquiry / question HR Services

Knowledge Articles:

  • What articles have been flagged or marked, “not useful?”
  • What articles have comments to be resolved?
  • What articles are being read?

Employee Service Center (ESC)

  • What pages are being used the most?
  • What are the most common search terms?
  • Which catalog items are used the most?
  • Most utilized Knowledge articles?

Annual Analysis

Annually, we’ll conduct a thorough analysis of the following:

  • HR Cases
  • Knowledge Articles
  • Employee Service Center (ESC)
  • And Survey HR Agents and Employees to Create Improvements Based on Feedback

Determine Your ServiceNow HRSD Return on Investment (ROI)

We’ll help you determine the overall ROI of your ServiceNow HR Service Delivery (HRSD) to present to executives in your organization. Some example measurements include:

✓ Overall Employee Satisfaction

✓ Average Case Resolution Time

✓ Case Deflection

✓ Changes in Employee Turnover

DEVSHOP™ Across the ServiceNow Platform 

In Addition to HR Service Delivery (HRSD), we offer DEVSHOP ServiceNow managed services for:


  • AppFactory™ ServiceNow Custom Applications
  • Customer Service Management (CSM)
  • IT Service Management (ITSM)
  • IT Business Management (ITBM)
  • IT Operations Management (ITOM)
  • Marketing
  • Legal
  • And More!