Most automation conversations start too late - at the solution layer, not at the structure that defines the work. In many HR Service Delivery environments, a significant share of effort sits in routing, clarifying, and reassigning cases rather than resolving them. This session examines how catalogue design, intake patterns, and ownership models shape that hidden workload and limit automation outcomes. It also reflects on key design trade-offs when structuring a catalogue at scale, including how to balance CoE-based models with existing process landscapes such as HR annual cycle, and outlines an approach to addressing them through clearer catalogue design and governance.

When planning a global ServiceNow HRSD rollout, teams usually obsess over the "heavy monsters": complex enterprise integrations and strict security rules. But what happens when the big architecture goes smoothly, but your project timeline bleeds from the "simple" things?

In this transparent session, we flip the traditional risk matrix on its head to expose the real, hidden bottlenecks of global deployment:

• The Notification & SLA Trap: Why managing localized email templates across multi-language translations and mapping complex regional holiday schedules into a unified global SLA framework consumes 300% more time than estimated.
• The Nomenclature War & Regional Configs: How to bridge the immediate vocabulary gap between HR business stakeholders and developers on Day 1, while tackling the deceptive complexity of regional calendars, schedules and translations.