Case Study: Ernst & Young achieves higher HR efficiency and transformed HR service delivery with ServiceNow

Ernst & Young - Customer Case Study

Ernst & Young (EY), a $28 billion global professional services firm facing aggressive growth targets and fierce competition for top talent, needed a sharper, more efficient HR operating model. Misaligned HR services, no single view of employees, and inconsistent processes were creating delays and reducing service quality, so EY teamed with ServiceNow and EY Advisory to drive an HR transformation focused on efficiency.

EY and ServiceNow implemented a two‑phase plan: first, deploying ServiceNow HR Service Management to create an integrated global platform and single customer view (decommissioning legacy systems), and second, rolling out an intuitive self‑service portal. The rollout—live in nine locations with more planned—delivered higher shared‑services efficiency, better alignment with business goals, real‑time analytics for decision‑making, cost savings, and stronger support for EY’s ambitious growth objectives.

Ernst & Young

Daniele Colombo

Assistant Director, HR Services