Story
ServiceNow
MedtronicMedtronic Uses HR Service Delivery for Repetitive Desktop Work
Medtronic, a health care organization in Ireland, uses HR Service Delivery from ServiceNow to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for repetitive desktop work |
| Capability | Back-office automation stays visible to adjacent teams through HR Service Delivery |
| Capability | Operations analysts work from the same HR Service Delivery record for repetitive desktop work |
Story
Health Care work at Medtronic spans more than one site, even when headquarters sits in Ireland. Repetitive desktop work was splitting across regional habits. Operations analysts asked for a shared way to run back-office automation without freezing local judgment.
ServiceNow (HR Service Delivery) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Medtronic uses it as the system of record for repetitive desktop work, with operations analysts as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
