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Law school elevates HR efficiency with ServiceNow solutions


CMDB go live

4.5 months from project start to go-live


Shift from Service Portal to Employee Center

Enhanced onboarding efficiency


Employee Service Management

Streamlined HR service delivery


change process

Advanced HR case management


HR: Employee Center Pro

HR: Enterprise Onboarding and Transitions

HR: Lifecycle Events

HR: Case and Knowledge Management


Commitment to excellence in legal education

A globally recognized leader in legal education, this school is renowned for its rigorous academic programs and commitment to shaping the future of the legal profession. With a diverse community of students and faculty, the client fosters a culture of intellectual curiosity and a dedication to justice and public service. This prestigious institution’s pursuit of operational excellence, particularly in enhancing its HR service delivery, underscores its commitment to supporting its staff and faculty as effectively as it educates its students, setting the stage for its collaboration with Cask in transforming its HR processes.

“Cask has been an amazing implementation partner from start to finish. We had a fantastic partnership with the entire Cask team. We trusted them wholeheartedly and could directly see that they always had our best interest in mind.”

Client Representative


the challenge

Navigating complex HR processes

The client faced significant challenges in streamlining its HR services. The complexity and diversity of HR processes, coupled with the need to centralize technology services, presented an intricate puzzle. The client needed a robust solution that could simplify and automate HR service delivery while adhering to resource constraints prevalent in higher education.

The primary pain points included the inefficient handling of HR requests, the lack of centralized case and knowledge management, and the cumbersome employee onboarding process. These challenges were exacerbated by the absence of a unified platform for HR service delivery, leading to delays and dissatisfaction among staff and new hires. The client's quest was to find a transformative solution that could not only address these immediate concerns but also pave the way for future enhancements in HR service delivery.


Implementing a two-phase HRSD strategy with Cask

Recognizing the unique challenges faced by the client, Cask embarked on a two-phase project to overhaul the HR service delivery system using ServiceNow solutions.

Phase 1: Foundation and onboarding
The initial phase focused on establishing a solid foundation with key applications like Employee Center Pro, Enterprise Onboarding, and HR Lifecycle Events. This phase aimed at improving the onboarding process, making it more efficient and user-friendly for new hires. These solutions enabled the client to standardize its HR processes, ensuring a more streamlined and automated approach.

Phase 2: Expansion and integration
In the second phase, the scope expanded to include HR Case and Knowledge Management and further development of HR Lifecycle Events. This phase was crucial in addressing the broader HR service delivery needs, including talent acquisition and workforce planning. The introduction of these advanced features allowed the client to handle HR requests more efficiently and offer a comprehensive service catalog, significantly improving the overall HR experience for employees.

Throughout both phases, Cask’s approach was not just technical implementation but also included strategic guidance and a partnership-focused mindset. This involved probing the client's current processes, encouraging them to envision a future state, and collaboratively developing solutions that were tailored to the client’s unique needs.


Understood your business needs and requirements?


Managed to the timeline and resources required?


Equipped you to manage your ServiceNow applications?


Overall, how would you rate your experience on this project?



Cultivating a culture of trust and collaboration

Throughout the project, the partnership between the client and Cask transcended a mere client-vendor relationship. It evolved into a collaborative, trust-based partnership, characterized by mutual respect and a shared vision for success.

This collaborative approach was pivotal in successfully navigating the complexities of the project. It enabled the client to not only achieve its immediate goals but also laid the groundwork for future enhancements in HR service delivery. The partnership with Cask became a cornerstone for the client in its quest to deliver exceptional HR services, illustrating the power of collaboration in achieving organizational transformation.


Associated resources

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