Story
ServiceNow
RakutenRakuten Uses HR Service Delivery for Employee Requests
Rakuten, an information technology organization in Japan, uses HR Service Delivery from ServiceNow to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because employee requests has a clear owner |
| Productivity | Handoffs in shared services sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how shared services actually runs |
Story
Information Technology work at Rakuten spans more than one site, even when headquarters sits in Japan. 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. Rakuten 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 The story is about operating change, not an unpublished percentage.
