"Achoo!" - you wake up in the morning, and your throat hurts, your nose is dripping, and you feel like you've been hit by a truck. Obviously, you can't go to work like this. But how do you tell your employer? The procedure varies from - "I'll call my boss" to "I'll send an email to HR" to "I'll write an email to HR, the manager, the colleagues, then go to the doctor and then send a carrier pigeon..."
Service Management at Seibert Media - convenient for everyone
Today you will get a glimpse behind the scenes at Seibert Media to see how we do it - because we have long since integrated (and thus automated) many personnel matters into our service management. This is quite convenient for our employees because many things that would otherwise require tedious walks from pillar to post (sometimes in search of the right contact person), countless conversations or repeated inquiries, are handled by our service desk. The portal is called "HR Self Service.”
Whenever a colleague makes a request here, a ticket is generated. This ticket then goes into one of the defined queues, each of which is assigned to a different colleague from the HR team: For example, if a request is related to the company pension plan, the ticket ends up in the queue of our colleague Timo. If, on the other hand, someone wants to clarify something in connection with private pool car use, our colleague Delaina takes care of it. The other assets are also clearly assigned to specific employees.
One portal, different ways to reach a goal
Various portal groups are accessible in "HR Self Service":
1) "General": this includes sick leave, certificates (for uploading any certificates that may still be missing or a newly acquired degree) and miscellaneous (for all questions that do not fit into any of the other categories).
2) "Contracts & Loans": If someone wants to adjust their work hours or help out at their local flower shop in the summer, they can find the appropriate request here. Questions about billing and working hours in general also fall into this category.
3) "(Business) Travel": Our pool cars may also be used privately - under certain conditions. Colleagues can borrow them but must pay a usage fee, depending on the model. Select the model, specify the date the car is needed, and that's it!
But because you don't just need a means of transport for traveling, there are other assets: Employees at Seibert Media can apply for a recreational allowance or a workation. In addition, the service desk can also request the A1 certificate - proof that you are covered by social security in your home country, in this case, Germany. The certificate is necessary if you travel to work in another EU country.
4) Last but not least, the portal offers the subitem "Family". When a colleague has a new addition to the family, that's always a reason to rejoice! And so that there is more time for the baby and less time for filling out forms, our employees can submit requests for parental leave and - if agreed upon - a subsidy for childcare (for children up to 6 years of age), which will be forwarded directly to the responsible team member in HR.
Here's an example from our day-to-day work to show you how this works.
Successful Service Management in practice
Our colleague Kai would like to do a workation with his teammates. (This is easily possible at Seibert Media, the country is secondary, but an Internet connection must be available). To do this, he first goes to the portal and selects the menu item "(Business) Travel":
Then he clicks on "Request Workation" and is taken directly to the request form:
Here, Kai specifies who will be there, where the workcation will occur, and when and when it is planned. He can also enter additional information here, e.g., if two colleagues will only stay for a week or arrive on a different day. And if he already has international health insurance, he can also enter it here.
Equipped with all this information, the ticket is created and lands on the desk of Timo, the responsible colleague from Team HR. Timo looks through everything and then applies for the A1 certificate after a brief consultation with Kai. He takes care of the necessary permits and applications to be filled out while Kai and his colleagues look for suitable accommodation, compile their packing lists, and so on.
So nothing stands in the way of a stress-free workation!
And because it all works so smoothly, our pipeline for expanding Service Management for Team Personal is well-filled!
Soon, it will be possible to report accidents at work and on the way to work, register for an eye examination, or order a job bike or scooter via the portal. The same applies to our company fitness program (Wellpass) and the company pension plan.
What is the point of Service Management in the personnel area?
Our experience shows that everything that can be requested in advance in a condensed form does not have to be asked of the relevant applicants afterwards. Another advantage is that the request goes directly to the right person. All of this reduces the need for unnecessary communication, the responsible employees can almost always get started directly, and the colleague who created the ticket gets the desired result much faster.
Our conclusion: well thought-out Service Management, in this case, results in
- faster processes,
- a standardized input channel with defined contact persons,
- shorter processing times and
- happy "customers"!
In other words: a classic win-win situation!
Seibert Media is happy to be your partner!
As you can see, we as a company are well positioned in terms of Service Management in general and IT Service Management in particular - and not just in terms of staffing. Our internal IT and Operational Support are also doing an excellent job.
And how are things going for you? If your company needs to tackle IT or Enterprise Service Management adequately, we'd happily support you! Contact us and make a non-binding appointment with our colleague Kai Becker - he is a specialist in ITSM and will be happy to look at your challenges together with you!
Further Reading
- How to IT Service Management (Part 1): Operational Support – the Service Desk Portal
- How to IT Service Management (Part 2): Internal IT
- Inventory 24/7: What is IT Asset Management?
- How to Organize Onboarding Documents in Confluence Cloud with Properties
- How to Build a Beautiful Onboarding Space in Confluence Cloud
