Story
ServiceNow
National GridNational Grid Brings Employee Requests onto ServiceNow
National Grid, a utilities organization in the United Kingdom, uses HR Service Delivery from ServiceNow to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Capability | Shared services stays visible to adjacent teams through HR Service Delivery |
| Capability | HR, facilities, and finance ops work from the same HR Service Delivery record for employee requests |
| Capability | Employee requests can be reviewed without waiting on a personal export |
Story
Utilities work at National Grid spans more than one site, even when headquarters sits in the United Kingdom. Employee requests was splitting across regional habits. HR, facilities, and finance ops asked for a shared way to run shared services 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. National Grid uses it as the system of record for employee requests, with HR, facilities, and finance ops 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 The story is about operating change, not an unpublished percentage.
