Service Management in HR

In many HR departments, day-to-day work is still characterised by a high level of manual effort and fragmented processes. Enquiries reach the HR team via a wide variety of channels – such as email, telephone or Teams – and often go unfiltered.

Modern HR departments therefore require structured interactions, clearly defined processes, intelligent ticket management and a solution that integrates seamlessly into the existing system landscape.
We’ll demonstrate how this works in practice in our webinar on SAP SuccessFactors Enterprise Service Management (SAP ESM). Together with Alexander Friesen, Managing Director of our partner HCM Consultant Group, we’ll explore how companies can specifically address HR challenges using modern service management approaches, why a purely technical understanding of the tools falls short, and how we’re rethinking communication and processes between employees, managers and HR.

Central to this is the full SAP integration of SAP ESM: rather than synchronising master data, authorisations and processes with third parties via interfaces and mappings, the solution is built directly on top of Employee Central. We will demonstrate how this can be used to implement concrete use cases within the system – in a practical, strategically sound and technically seamless manner. In this way, service management becomes a genuine lever for improving HR processes, enhancing transparency and reducing the workload on HR.

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Webinar content

You will learn:

• which HR challenges can be better addressed with a strategic service approach
• why ESM’s native SAP integration offers a decisive advantage over third-party platforms when redesigning HR service processes
• what use cases look like where employees, managers and HR benefit from clearer interactions and processes
• what your company’s journey in HR services might look like, from strategic design through to technical implementation