Story
ServiceNow
UniCreditUniCredit Uses HR Service Delivery for Repetitive Desktop Work
UniCredit, a financials organization in Italy, uses HR Service Delivery from ServiceNow to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in back-office automation sit in a shared queue instead of a mailbox trail |
| Risk and compliance | HR Service Delivery is the governed place operations analysts use for back-office automation |
| Capability | New joiners can see how back-office automation actually runs |
Story
Inside UniCredit, back-office automation used to depend on whoever still had the latest file. That pattern is common in financials groups working out of Italy. Operations analysts needed a system that would still make sense after the original project team moved on.
UniCredit uses HR Service Delivery from ServiceNow as the working layer for repetitive desktop work. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. The practical change is simple: back-office automation has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What UniCredit gets from ServiceNow is a durable place to run back-office automation and a way for operations analysts to see the same repetitive desktop work at the same time.
