Efficient HR Transformation at Sony Interactive Entertainment with ServiceNow HR Service Delivery

Summary

Sony Interactive Entertainment (SIE) embarked on a comprehensive revamp of its human-resources operations by deploying ServiceNow HR Service Delivery (HRSD) in collaboration with the implementation partner, GlideFast Consulting. The initiative encompassed modules such as HR Case & Knowledge Management, Employee Relations, and the AI-enhanced Employee Center Pro, integrated with the company’s Workday system via MuleSoft for approximately 13,000 employee profiles. The outcome: faster case resolution, enhanced employee self-service, and streamlined workflows for HR agents. With 44 configured HR services, 10 meticulously designed reports, and 79 development stories completed, SIE achieved a modernised, employee-focused HR framework.

Partnering to Elevate HR Operations

SIE sought GlideFast’s strategic acumen to capitalise on HRSD and adopt industry-leading practices. The project commenced with a thorough assessment of the existing ServiceNow environment, followed by a robust implementation plan tailored to SIE’s unique HR ecosystem. Core components included:

  • HR Case and Knowledge Management: streamlining case handling and knowledge dissemination.
  • HR Employee Relations Application: managing employee-relations matters within a dedicated framework.
  • HR Agent Configurable Workspace: offering HR agents a dynamic environment to manage tasks more efficiently.
  • HR Service Requests: delivering a user-friendly catalogue for HR services, enhancing user experience and workflow efficiency.

This partnership established the groundwork for a transformative HR service-delivery model that aligns with strategic organisational goals.

Comprehensive Solution to Optimise HR Processes

To meet SIE’s requirements, GlideFast delivered a multi-faceted solution:

  • Module Deployment: Implementation of HR Case & Knowledge, HR Employee Relations, HR Agent Workspace, Employee Center Pro, and AI-Search capabilities—all designed to enhance HR service delivery and collaboration.
  • Integration with Workday: A unidirectional integration via MuleSoft connected ServiceNow with SIE’s Workday HR system, ingesting profile data for ~13,000 employees—ensuring accurate and current information.
  • End-to-End Testing Support: GlideFast supported SIE’s Quality Assurance team throughout testing phases, providing UAT script templates and thorough validation to ensure solution robustness.
  • Training Delivery: Comprehensive training sessions for both end-users and HR fulfillers were conducted to ensure successful adoption and effective usage of the upgraded HR service delivery framework

By integrating these elements, the solution modernised SIE’s HR operations—enhancing efficiency, fostering employee empowerment, and aligning with best practices.

Achieving HR Transformation: Key Results

The implementation delivered tangible business outcomes for SIE:

  • 10 Detailed Reports Created: Offering actionable insights for decision-making and HR service optimisation.
  • 44 HR Services Configured: A marked expansion and enhancement of the HR service catalogue.
  • Integration for ~13,000 Employees: Unification of profile data within a single platform, improving accuracy and accessibility.
  • 79 Development Stories Completed: Demonstrating the scale and depth of the engineering effort.

These outcomes reflect SIE’s successful transition to a modern, digitally-enabled HR function—streamlined, insight-driven, and employee-centric.

Conclusion

The deployment of ServiceNow HRSD at Sony Interactive Entertainment exemplifies how strategic technology implementation can elevate HR service delivery from reactive operations to proactive, experience-driven models. By merging advanced automation, unified data, and employee-friendly interfaces, SIE now operates a streamlined HR ecosystem—positioned for agility, insight, and sustained excellence.

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