When delivering an Employee Workflow project, close collaboration between IT and HR teams is frequently needed. However, these projects can face significant challenges due to differences in departmental priorities, communication styles, and levels of technical understanding. These problems can lead to misaligned expectations, project delays, and even failures if not properly managed. Below, we’ll explore some common problems and provide tips on how to effectively bridge the gap between IT and HR teams during ServiceNow projects.

Common problems

1. Differences in priorities and goals: IT teams often focus on technical aspects such as system performance, scalability, and security. In contrast, HR teams are more concerned with user experience, process efficiency, and compliance with HR policies. These differences in priorities can lead to misalignment over project requirements and objectives. For example, sometimes IT teams expect that HR will join their (often very functional) IT portal, while HR has different expectations and vision for the employee’s experience in the organisation and would have different requirements for a portal.
2. Communication barriers: IT teams and HR professionals often speak different "languages." IT discussions are filled with technical jargon that can be confusing for HR professionals, while HR processes and needs may seem overly complex or unnecessary to IT teams. Miscommunication can lead to misunderstandings about project scope, requirements, and timelines.
3. Lack of understanding of each other’s processes: IT may not fully understand HR processes and the specific needs of HR systems, leading to solutions that do not fully meet HR requirements. Conversely, HR may not be aware of the technical constraints and complexities involved in implementing their desired functionalities.
4. Resistance to change: Both IT and HR teams may resist changes that affect their usual way of working. For HR, new systems might disrupt established processes, while IT might be hesitant to prioritize HR's needs over other critical IT initiatives.
5. Lack of clear roles and responsibilities: Ambiguity in roles and responsibilities can cause confusion and accountability issues. Without clear ownership of tasks, projects can suffer from delays and a lack of direction. For example, sometimes IT teams expect to own the HR portal and platform, while HR doesn’t expect to answer to IT when it comes to the designs and processes.

Tips to avoid these problems

1. Establish clear communication channels: Regular meetings and a shared communication platform can help ensure that both teams stay informed. Use clear, simple language and avoid technical jargon when possible. Encourage open dialogue where both teams can voice concerns, ask questions, and seek clarifications.
2. Define common goals and objectives: Start the project by defining a shared vision that aligns with the strategic objectives of both IT and HR. This shared vision should be documented and referred to throughout the project to keep both teams aligned. Setting clear, mutually agreed-upon goals can help bridge the gap between different departmental priorities.
3. Involve key stakeholders from the start: Involve key HR stakeholders early in the planning phase to ensure that the HR perspective is integrated from the beginning. Similarly, IT representatives should be included in discussions about HR needs and expectations. This cross-functional involvement helps build a sense of ownership and reduces resistance to change.
4. Assign a dedicated project manager: A project manager or liaison with a strong understanding of both IT and HR can help mediate between the teams. This person should have the authority to make decisions and be responsible for ensuring that the project stays on track, addressing any conflicts or misunderstandings as they arise.
5. Provide cross-training opportunities: Offer basic training sessions for HR on key IT concepts and for IT on HR processes. This mutual understanding can help each team appreciate the other’s challenges and work more effectively together. It also facilitates more productive discussions about project requirements and constraints.
6. Use agile methodologies: Agile methodologies, such as Scrum, can be particularly effective in ServiceNow projects. Agile promotes iterative development, continuous feedback, and flexibility, allowing IT and HR teams to adapt quickly to changes. Regular sprints and review sessions can help both teams stay aligned and address issues promptly.
7. Set clear roles and responsibilities: Clearly define the roles and responsibilities of each team member involved in the project. This helps prevent overlap and ensures that every aspect of the project is owned by someone, improving accountability and reducing delays.

Key takeaways

Bridging the gap between IT and HR teams during ServiceNow projects requires intentional effort to foster collaboration, clear communication, and mutual understanding. By addressing common challenges and implementing strategies like clear communication channels, cross-functional involvement, and agile methodologies, organizations can improve the success rate of their ServiceNow implementations and create a more harmonious working relationship between IT and HR teams.