Executive Summary

In 2020, the importance of employee experience continuity has been underscored by business operations shifting to work-from-anywhere models. Some businesses were caught flat footed without a foundation to provide fully virtual employee services. Prior to the pandemic, in late 2019, a Forrester Tech Tide™ survey of Forrester clients showed 73% expected high business value in HR service management. Given the shifting business operations landscape, those value expectations have likely increased for organizations. 
ServiceNow commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying HR Service Delivery (HRSD). The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of HR Service Delivery on their organizations. 

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