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ServiceNow Manufacturing Global

Medtronic

Customer Service Automation · IT Operations Automation

Medtronic employees work under different country, contract, and regulatory arrangements, making a single HR knowledge base insufficient. The company needed a relevant, self-service way to answer routine HR questions and complete tasks for a global, largely deskless workforce.

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200 custom AI use cases in roadmap
60+ use cases live in production within the first year
6K hours saved
80% of HR tickets deflected

Reported impact

Business outcome

HRmony deflects 80% of HR tickets, has saved 6,000 hours, and supports employees across the global workforce. More than 60 AI use cases were in production within the first year, with human judgment retained for complex matters.

  • Customer Experience
  • Productivity Improvement
  • Scalability

Solution

Medtronic launched HRmony, an AI assistant built on Moveworks and delivered through ServiceNow HR Service Delivery. HRmony grounds responses in Medtronic's organizational structure, policy library, Workday, and business rules so it can personalize answers and complete routine tasks. For performance goal setting, an employee describes priorities in conversation; the assistant creates structured goals, asks for approval to submit them to Workday, notifies the manager, summarizes the goals, and offers meeting times. Routine cases can be submitted, resolved, and closed end to end, while questions requiring judgment are routed to people. Manufacturing employees can reach HRmony through QR codes at sites without leaving the production floor. More than 60 use cases were live within the first year.

Data flow

HRmony uses Medtronic's org chart, policy library, Workday, and rules to interpret an employee request; it prepares a response or task, requests approval where needed, updates Workday, and routes complex cases to human staff.

Solution architecture

4 components · 3 layers
  1. Compute
    • Moveworks Provides the AI assistant technology on which HRmony is built.
  2. Serving
    • HRmony Provides personalized AI support and completes routine HR requests through conversation.
    • Workday Receives approved employee goals and provides HR system context.
  3. Orchestration
    • ServiceNow HR Service Delivery Delivers the assistant through Medtronic's HR service workflow.

Architecture clues

  • Assistant is grounded in policy, organization, and Workday context
  • Employees can access the assistant through QR codes at manufacturing sites
  • Human agents retain complex and ethically significant decisions
  • Routine tasks follow predefined workflows and compliance rules

Evidence from the source

"HRmony handles routine requests end to end: submitting them, resolving them, closing them out."
"The platform has saved 6,000 hours"
Transparency Evidence & methodology 100/100 reference value · 75% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    2 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence75%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability25/25
    12 of 12 key fields link to a named source.
  • Direct evidence10/20
    2 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency10/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. ServiceNow

    Medtronic’s HR rules vary by country. Its AI helps find what applies.

    First-party
    https://www.servicenow.com/customers/medtronic.html
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Industry
    • Region
    • Company size
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • Business outcome
    • Metrics
    • Architecture

Date evidence

  • Sitemap last modified Nov 12, 2026 · ServiceNow · Publisher metadata Publisher-reported modification timestamp; not a publication date.
    Open date source

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