IT onboarding of new employees with ServiceNow

Initial situation

What was the situation up to now?

After successfully implementing the ServiceNow platform at the ERNE Group—including ITSM processes and a multilingual, user-friendly employee portal—the next step focused on further enhancing efficiency and system support in back-office operations. As ERNE, a construction company, handles numerous onboardings of full-time, part-time, and temporary employees (20–50 new hires per month) across various divisions and departments, the goal was to streamline, partially automate, and make the onboarding process more transparent in collaboration with HR.

Another priority was reducing the complexity of determining access rights and equipment needs based on job profiles, departmental affiliations, and employment conditions. Previously, these details were recorded in extensive Excel spreadsheets and text documents, requiring case-by-case evaluation by HR and IT teams. Additionally, the absence of system interfaces meant that information often had to be manually entered multiple times.

Customer benefits

What has improved as a result of the solution?

With the new solution, the ERNE Group no longer has to manually maintain Excel spreadsheets that tracked entitlements, tasks, and responsible parties. This significantly reduces the processing time for IT onboarding in both the HR and IT departments. Furthermore, integrating Abacus into the existing system landscape eliminates the need for duplicate data entry.

The wealth of knowledge about company-specific onboarding procedures and rules has now been transformed into structured workflows, defined rules, and system-supported user guidance. This means that the process no longer depends solely on experienced, long-term employees. New agents can now reliably manage and share onboarding tasks. At the same time, the progress of IT onboarding is fully transparent for all stakeholders—HR, IT, and the new employee’s supervisor—at any point in time. This reduces follow-up questions, streamlines coordination, and ensures a smooth onboarding experience.

Services

What services have we provided?

In the initial phase, we worked with ERNE to analyze the current working methods in HR and IT. This involved identifying responsibilities, systems in use, workflows, forms, work instructions, and pain points within the process. Based on this analysis, we conducted a process consultation and developed a proposal to streamline and gradually automate the onboarding process. We then implemented a system-supported, partially automated IT onboarding process that involves HR and IT agents as well as business stakeholders. To ensure a successful rollout, we trained the participating teams in the new IT onboarding procedures.

Platforms & technology

Which platforms and technologies did we use?

• ServiceNow

Topics/Modules

Which topics/modules does the solution include?

• IT Service Management
• Request Management
• Service Catalog
• Integration
• Employee portal
• Flow Designer

Industries

For which industry was the solution developed?

• Construction