Work inside most organizations is messier than it should be. HR runs on one system, finance on another, procurement on yet another. When employees need help or teams collaborate, they often hit slow, manual handoffs and disconnected processes that waste time and cause frustration.
That’s exactly what the ServiceNow Core Business Suite, launched at Knowledge 2025, is built to fix. This AI-powered suite consolidates HR, finance, procurement, legal, and facilities functions onto a unified platform — bringing automation, visibility, and real-time support together to streamline work and drive outcomes
What is the ServiceNow Core Business Suite?
It’s an integrated solution atop the ServiceNow AI Platform, combining:
case management
Process automation
AI agent assistance
Real-time dashboards
Designed for HR, finance, procurement, legal, and facilities teams, it enables end-to-end workflows — from case initiation to resolution — all within a unified environment.
Not Just for Enterprises — Also Built for Scale
While ServiceNow is known for large-scale enterprise deployments, the Core Business Suite also targets mid-sized and commercial companies (up to ~5,000 employees), delivering rapid deployment and scalability without heavy customization .
Business Objectives Addressed
1. Global Business Services (GBS): Unify core operations like billing or HR globally, minimizing silos.
2. Hire-to-Retire: Automate onboarding, payroll inquiries, offboarding, and related approvals.
3. Source-to-Pay: Streamline procurement through AI-enhanced routing and approvals.
4. Facilities & Real Estate: Digitize office, desk booking, incident management, and compliance.
5. Legal Operations: Introduce a “legal front door” — logging, routing, and visibility for legal requests.
Key Features at a Glance
A. Case Management & Process Support
Centralizes case intake across functions, complete with context, automation, and SLA tracking .
B. Task Orchestration
AI-coordinated workflows guide multi-step processes and inter-team handoffs.
C. Unified Workspaces
Role-specific dashboards provide agents and employees with context-rich tools and task visibility .
D. Success Real‑Time Dashboard
Leaders gain a live view of metrics like resolution times, volume, backlogs — fueling continuous refinement.
Essential Business Functions
1. Employee Center Pro: A curated portal for knowledge, tasks, and communications across departments.
2. Universal Request: One-stop entry for service requests, with AI-based routing.
3. Case & Procurement Case Management: A unified intake and workflow for all core requests.
4. Agent Workspace: Centralized context and tools for agents to resolve issues faster.
5. Supplier Collaboration Portal: Self-service interface for vendors to manage inquiries and updates.
6. Now Assist: Generative AI embedded into workflows — summarization, suggestions, routing.
7. HR Service Delivery: Automated, AI-guided employee lifecycle services.
8. Workplace Service Delivery: Space bookings, equipment provisioning, facilities tasks.
9. Health & Safety: Automated incident reporting, compliance, and case tracking.
10. Legal Service Delivery: Structured request intake, tracking, and audit-ready workflows.
Benefits at a Glance
1. Seamless Employee Support
One-stop portal reduces friction and accelerates resolution, improving satisfaction.
2. Empowered Business Experts
Non-technical team members can manage cases with contextual AI and automation.
3. Performance Visibility
Real-time dashboards enable data-driven decisions and continuous improvement.
4. Accelerated Deployment
AI-driven configuration tools allow deployment in weeks — not months.
Modernizing Finance: Finance Case Management
The new Finance Case Management module addresses high-volume, unstructured finance tasks:
Cost center creation
Invoice queries
Payroll issues
These now flow through AI-guided workflows in one interface, improving transparency and reducing manual effort.
Why It Matters
This suite transforms how organizations operate:
Breaks down silos across HR, finance, procurement, facilities, legal
Automates repetitive tasks with AI-enhanced workflows
Enables visibility and control at all organizational levels
Delivers value quickly, even for mid-sized businesses
Whether you’re scaling operations or modernizing support, Core Business Suite provides a unified, intelligent platform to work smarter and faster.
Ready to Transform?
ServiceNow partner firms — like Aelum in the UK, USA, and India — specialize in implementing Core Business Suite to revolutionize operations. If you’re ready to unify your workflows and streamline your service delivery, reach out to one of their certified experts to explore a tailored roadmap.
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