SAP, ServiceNow, and Salesforce Cloud Service Consulting Company | LMTEQ
Introduction
Our client, a Fortune 500 company known for its luxury and commercial vehicle automotive brand, needed help to streamline its HR operations. The project’s complexity led them to seek assistance from industry experts in ServiceNow.
This is when LMTEQ’s ServiceNow experts stepped in to help our client enhance their HR operations by implementing the ServiceNow HR Service Delivery (HRSD) solution.
The Objective of the ServiceNow HRSD Implementation Project
The team’s overarching objective was to build a robust and seamless HR process for the client by implementing ServiceNow HRSD. This involved creating a unified platform that could integrate with the existing HR legacy system and various third-party applications, streamline HR workflows, and enhance user experience.
Additionally, our goal was to maximize the use of ServiceNow’s out-of-the-box (OOTB) features to reduce the need for customizations, thereby ensuring the maintainability and scalability of the solution.
Challenges and Pain Points
Our team faced several major challenges during the ServiceNow HRSD implementation.
Integration with Third-Party Systems
The integration with external third-party systems presented significant technical challenges to us and some of the key issues included:
- API Responsiveness – The integration faced difficulties with API endpoints not responding as expected, resulting in delays and failures. Common problems such as incorrect API endpoints, improper HTTP methods, and authentication failures were encountered.
- Rate Limiting – The APIs were subjected to rate limiting, which constrained the number of requests that could be processed within a given time frame. This required careful management to prevent system overloads and ensure consistent performance.
Customization Constraints
Minimizing customizations while addressing specific organizational needs was a critical challenge:
- Avoiding DOM Manipulation – Customizations were restricted to prevent direct manipulation of the Document Object Model (DOM) to ensure stability and maintainability.
- Leveraging Out-of-the-Box Features – The team’s focus was on utilizing ServiceNow’s OOTBfeatures to their fullest extent, which required a thorough understanding and effective configuration of the platform’s built-in capabilities.
Legacy System Integration
Integrating with the existing HR legacy system introduced complexities to the team, including:
- Data Compatibility – Aligning data formats and structures between the legacy system and ServiceNow HRSD required extensive data mapping and transformation efforts.
- System Interoperability – Ensuring seamless data exchange and process integration between the old HR system and ServiceNow posed technical challenges, necessitating robust API handling and error management.
Client Understanding and Education
Educating the client about new ServiceNow features and their impact on existing processes was a challenge:
- Feature Adoption – Ensuring the client understood and effectively adopted the new features and upgrades was crucial for the successful implementation of ServiceNow HRSD.
- Change Management – Managing the transition to new processes and minimizing disruption required clear communication and comprehensive training.
Overcoming Challenges
-
Handling Integration with
Third-Party Systems -
Overcoming Legacy System
Integration Challenges -
Managing Customization
Constraints -
Addressing Client Understanding
and Education
API Responsiveness :-
To address issues with API responsiveness, we implemented a retry mechanism. This mechanism automatically retries failed API requests, and the system notifies the relevant team via email if an integration failure persists. This ensures timely intervention and resolution of issues.
Rate Limiting Management :-
The team used techniques such as sliding window rate limiting, adaptive rate limiting, and client-side throttling. Sliding Window Rate Limiting was employed to manage the flow of requests over a rolling time window, allowing a controlled number of requests within specified intervals. Adaptive Rate Limiting dynamically adjusts the rate limits based on the current system load, preventing overloading during peak times. Client-side throttling was implemented to regulate the frequency of requests sent by the client application, minimizing the risk of exceeding API limits and ensuring smoother integration.
Error Handling and Retries :-
The team designed the custom APIs with robust error-handling capabilities, including specific strategies to address common issues such as incorrect endpoints or missing parameters. Then, error responses were logged and analyzed to improve the reliability of the integration.
Data Compatibility :-
Extensive data mapping and transformation processes were implemented by the team to ensure compatibility between the legacy HR system and ServiceNow HRSD. This included aligning data formats, validating data integrity, and transforming legacy data into formats suitable for ServiceNow.
System Interoperability :-
To achieve seamless interoperability, we developed custom connections to facilitate smooth data exchange between the old HR system and ServiceNow. These connectors were designed to handle various data formats and communication protocols, ensuring efficient integration and minimal disruption.
Minimizing Customizations :-
Our approach prioritized the use of ServiceNow’s OOTB features to avoid extensive customizations. When customizations were necessary, we adhered to ServiceNow’s best practices and standards to prevent conflicts and maintain system stability.
For example, we wrote custom scripts to extend functionality without altering core system behavior.
DOM Manipulation :-
To avoid issues related to DOM manipulation, the team focused on configuring existing ServiceNow UI elements and workflows rather than making direct changes to the DOM. This approach ensured that the system remained stable and easier to maintain.
Feature Education :-
A comprehensive training program was developed by the team to educate the client about new ServiceNow features and upgrades. This included detailed documentation to ensure the client’s team was proficient in using the new features.
Change Management :-
We implemented a structured change management plan to guide the client through the transition. This plan included regular updates, feedback sessions, and support resources to help the client adapt to new processes and minimize disruption.
The Result
Our ServiceNow HRSD implementation is currently in progress, with most objectives successfully met. Integration with the legacy HR system and third-party applications has been effectively managed using retry mechanisms and rate-limiting techniques to ensure reliable API interactions.
The team has assisted our client in streamlining HR processes by leveraging ServiceNow’s out-of-the-box features and minimizing customizations, leading to enhanced efficiency and system stability.
On top of that, comprehensive training and support have facilitated smooth client adoption, resulting in high satisfaction.
As the project continues, it is on track to fully achieve its goals and deliver a robust HR service delivery solution.
Why Choose LMTEQ as a ServiceNow Service Provider?
- Certified ServiceNow Professionals.
- Expertise in Implementation and Integration.
- Tailored Solutions to Meet Your Needs.
- Time-Zone Aligned Support.
- Top-Notch Ongoing Support and Optimization Services.