Case Study: University of Bradford achieves HR self-service and streamlined workflows with ServiceNow

How the University of Bradford’s HR department broke free from time-obliterating manual processes

The University of Bradford’s HR department faced inefficient, manual, time-consuming processes and little visibility or prioritization for handling staff queries across its 3,000+ employees. Needing to modernize service delivery and free senior HR time for strategic work like recruitment and onboarding, the university sought a platform to streamline operations and improve access to HR information.

Using ServiceNow HR Service Management the university launched a self-service knowledge portal, validated electronic request forms, and tiered workflows that triage and escalate inquiries while providing holistic reporting. In the first full month 45% of 1,976 inquiries were resolved via self-service and 87% of users reported satisfaction, enabling faster responses, better reporting against SLAs, and more capacity for strategic HR activities.

University of Bradford

Joanne Marshall

Director of HR