Streamlining Onboarding and Offboarding Processes through ServiceNow Active Directory Automation Enhancements

Critical Issue

A prominent financial institution recognized the need to enhance their human resources processes by automating the onboarding and offboarding tasks. To address this challenge, they engaged Concurrency to leverage the power of ServiceNow and enhance their existing workflows.

Customer Profile

Midwest-based financial institution

16 locations

Key Problems

Lost time on manual HR processes, which takes

away from value-add activities

Poor user experience with the ServiceNow platform

our solution

During the project, Concurrency collaborated closely with the company’s Human Resources team to evaluate their existing processes, identify pain points, and uncover opportunities for automation. Utilizing the capabilities of ServiceNow, Concurrency created sophisticated workflows, sub-flows, and custom actions. These were designed to automate specific tasks such as Active Directory account creation, Exchange mailbox provisioning, and user data management. To ensure smooth and secure transmission of automations, Concurrency optimized the configuration and maintenance of the MID Servers, aligning them with the company’s on-premise network and Active Directory domain. Additionally, existing ServiceNow PowerShell automations were customized and enhanced with additional capabilities not available out-of-the-box. Furthermore, Concurrency redesigned the user interface for data change requests, prioritizing an improved user experience.

The results

Enhanced Efficiency

The enhanced automation capabilities reduced hours of time spent on manual tasks related to onboarding and offboarding. Additionally, due to improved efficiency, the HR team was able to redirect their efforts toward customer support and engagement.

Infrastructure Health and Security

With a more streamlined onboarding process, the company could allocate time to ensure the health and security of their on-premise infrastructure devices, resulting in a more secure

environment.

improved itsm capabilities

The automation enhancements allowed the institution to allocate more time and attention to their IT service management (ITSM) processes. This led to better service delivery and customer satisfaction.