Powering Global HR Transformation with 62% Fewer Requests Resulting in 2.5M Annual Savings

About the Client

Client is USD 25 billion global aerospace and defense organization with operations across 70 countries and a workforce of ~92,000 employees, operating in highly regulated environments. As global expansion accelerated, the organization faced growing complexity in delivering consistent, compliant, and efficient HR services across regions.

To support a diverse, multilingual workforce while meeting stringent governance and regulatory requirements, the client embarked on a strategic initiative to modernize HR service delivery using ServiceNow HR Service Delivery (HRSD) as its global foundation

Industry Trends

Global enterprises are rethinking HR shared services to meet rising employee expectations for speed, transparency, consistency—and increasingly, AI‑enabled assistance at the point of need. Employees now expect intelligent, conversational support embedded directly into their daily workflows, enabling faster answers, guided actions, and personalized experiences without navigating complex systems.

As organizations expand across geographies, HR functions must balance standardized service delivery with local compliance and regulatory requirements, while also enabling AI capabilities in a way that is secure, explainable, and aligned to enterprise governance

Fragmented HR systems and regional processes further compound this challenge by limiting visibility, increasing manual effort, and creating disjointed employee experiences. As a result, enterprises are moving toward unified digital HR platforms that embed AI, automation, and self‑service within a single experience layer—providing real‑time visibility, governed intelligence, and consistent outcomes across regions. This shift is critical to delivering AI‑powered employee experiences that scale globally without compromising compliance, control, or clarity

Key Challenges

As the organization expanded globally, HR service delivery faced increasing operational complexity and rising service demand.

• Fragmented HR systems and workflows

HR processes spanned across 5 different supporting different regions leading to duplication ofeffort, inconsistent workflows, and high maintenance overhead.

• High manual effort and growing service volumes

Over 90,000 HR cases were processed annually with significant manual intervention, slowing resolution times and increasing pressure on HR teams.

• Inconsistent service experience across regions

Service levels varied across geographies, resulting in inconsistent employee experience and reduced confidence in HR services.

• Limited visibility and governance

Lack of unified reporting and SLA tracking made it difficult to monitor performance, identify bottlenecks, and drive continuous improvement.

• Complex compliance and access requirements

Regional regulatory requirements and access controls created challenges in scaling HR services while maintaining governance and data security.

LTM’s Solution

To address these challenges, the client partnered with LTM to implement a consulting‑led transformation using ServiceNow HR Service Delivery (HRSD) as the global platform for HR operations.

LTM consolidated fragmented HR systems into a unified ServiceNow HRSD environment, integrated with Workday and other enterprise systems. The solution established a standardized operating model for HR services while enabling flexibility for regional regulatory and operational requirements.

A unified employee experience was delivered through Employee Centre Pro, supported by structured knowledge management, Virtual Agent capabilities, and mobile access. This enabled employees to access HR services through a single, consistent interface.

The program followed a phased rollout approach, balancing global standardization with local adaptability and creating strong foundations for AI enablement at scale. Strong governance frameworks and organizational change management ensured adoption readiness and alignment across regions.

Key Capabilities Delivered

• Centralized HR case management: Automated routing, prioritization, and fulfillment enabled consistent handling of HR cases across regions.
• Self-service and knowledge enablement: A unified HR portal supported self-service through structured knowledge and guided assistance.
• AI Enablement : Standardization of KBs and policies to enable large scale AI enablement to drive left shift.
• Workflow automation at scale: Automation of HR services streamlined approvals, fulfillment processes, and employee communication.
• Unified agent workspace: A single interface enabled HR agents to manage cases without switching between systems.
• Security and compliance controls: Role-based access ensured alignment with regional regulations and data privacy requirements.
• Operational visibility and reporting: Dashboards and SLA tracking enabled performance monitoring and continuous improvement. 

Business Benefits

The transformation delivered measurable outcomes aligned to the organization’s global HR strategy:

• Achieved ~62% reduction in HR service requests

Enabled through self-service adoption and structured knowledge, the solution helped reduce reliance on manual support.

• Accelerated HR case resolution by ~30%

Driven by automated routing, prioritization, and standardized workflows, it improved responsiveness across regions.

• Delivered USD 2.5 million in annual OPEX savings

Achieved through platform consolidation, process standardization, and automation.

• Established consistent HR access for 92,000+ employees across 70 countries

Enabled a unified, multilingual employee experience through a single HR platform.

• Enabled standardized and scalable HR operations

69 HR services automated across 85+ HR service processes, governed by 159 SLAs, 248 workflows, and 216+ automated notifications.

Conclusion

By consolidating fragmented HR platforms into a single ServiceNow HRSD ecosystem, the organization established a scalable and governed HR shared services model.

Beyond immediate operational gains, the transformation provided a strong foundation for future enterprise service expansion, demonstrating how a well‑governed digital HR strategy can unlock sustainable value at global scale.

Solutions by LTM are built to Outcreate the ordinary.
To learn how LTM can help modernize global HR service delivery with ServiceNow and AI-powered platforms, contact LTMServiceNow.Communication@ltm.com