Current Trends in HR Service Delivery Management

This report is based on insights gathered from HR professionals who participated in Dovetail Software’s HR Service Delivery Pulse Questionnaire in December 2025. It examines the current management of employee questions, identifies shortcomings in existing HR Service Delivery systems, and outlines the priorities of HR leaders when selecting technology. The findings reveal that many HR teams still rely on manual or repurposed systems, with 56% using shared inboxes or spreadsheets, and only 20% utilizing dedicated HR Helpdesk platforms. The report highlights operational challenges faced by HR teams, such as slow setup and integration issues, with 75% of respondents prioritizing ease of use in technology selection. Respondents express a desire for simplification and automation, indicating a need for systems that enhance efficiency and provide better insights. Overall, the data suggests that while HR Service Delivery is functional, improvements are necessary to address inefficiencies and enhance the employee experience.