Onboarding: Everybody has done it, and most people didn't like it...

Thought Leadership for
IT Service Management Professionals

Onboarding: Everybody has done it, and most people didn't like it...

Posted by Jeff Benedict

Thu, Sep 12, 2013

ServiceNow makes onboarding fun (or at least efficient!) Video demo below proves it. 

Some things are constant like the law of gravity: like the fact that your employee count will never remain static. One of the things we see with many of our customers is that IT struggles to flex with the business in two sister processes of Employee onboarding and off-boarding. Why if this is a something that every enterprise has to solve, has it not been solved once and for all?

You have to peel back the onion a little bit to understand this. At the root of this issue, is that IT is built up into little silos of expertise. Each silo has to be contacted and worked with in order to provide or reclaim services provided. In a surprising number of companies this process is managed and run through email. People are assigned tasks and asked questions - and resolutions are delayed - depending on the email response time of the recipient.

Another growing concern that we see is that companies are purchasing more and more services that require subscriptions, separate administration panels and that may be missed during an offboarding process - causing a company to pay monthly for services that are no longer used.

It’s time for IT to provide something better, something that moves at the speed the business requests come in. It’s also time for IT free up the people who are doing redundant, and often distracting work activities that could be automated with today’s technology. 

ServiceNow provides a modern platform to create an end to end solution that tracks each step of the onboarding and off-boarding process. Leveraging the AM, subscription services can be tracked. Additionally, leveraging a company like Okta for single sign on, allows your IT group to quickly provision and de-provision access, goods and services that an employee needs to be productive.

We see the onboarding process as a key component to an outstanding service catalog. We also see high performing IT departments taking on the challenge of cross-silo automation in order to solve the problem and to free up valuable IT resources to focus on innovation.

Check out Jeff's demo video of an employee onboarding (see below) in ServiceNow. Share your thoughts on it and tell us how you solve the problem at your organization. We will address your comments in a future post.



Also available on YouTube: 



About the Authors:

Jason Whitesides, Executive Vice President of Enterprise Solutions - Evergreen Systems

As the EVP of Enterprise Solutions, Jason is charged with evaluating the solutions that Evergreen provides to make sure we are bringing value to our customers. Additionally, he is responsible for innovation and works with our key customers, practice managers and senior consultants to develop programs and initiatives that will lead transformation of IT. Jason also manages all pre-sales technical solutions support at Evergreen.

Jason has more than 20 years’ experience in IT. He has been with Evergreen since it merged with net.works (NDW) in 2008. He is an alumnus of Brigham Young University where he majored in Electrical Engineering.


Jeff Benedict, Practice Manager, Evergreen Systems 

Jeff has more than 15 years of experience working in IT and consulting. He is ITIL and ServiceNOW implementation certified and has managed and implemented countless ITSM tool implementations. Prior to joining Evergreen Jeff managed a delivery organization for a Managed Service Provider.

Topics: Service Catalog, Service Now, ServiceNow, Automation, On-Boarding, Onboarding, SSO, Single Sign On, OKTA


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