Why HR Services are not Business Services?

anand9 · ‎10-20-2023

Why I don't see the concept of CSDM in HRSD? To me, HR Services like "New Hire Onboarding" seems like business Services, but in ServiceNow, there is no relationship between HRSD's HR Services and Business Services.

Even in "CSDM Data Model Examples" PPT in now learning assets, onboarding via HRSD is the first example, but it seems we have to configure HR Services and CSDM separately, instead of HR Service table deriving from Business Service (for example).

Thanks

Ahmed Drar · ‎10-20-2023

@anand9 - in my opinion, 'New Hire Onboarding' can be both business service and HR Services.

HR services are used very differently from business services. Their target audience and use cases are radically different.

lets look into definitions first:

according to CSDM, Business service is a service type that is published to business users, and it typically underpins one or more business capabilities.
HR service are the requests and assistance an HR organization provides its employees, such as benefits enrollment, direct deposit setup, and requests for relocation assistance.

HR Service has got very technical use within HR application and also it concern only HR organisation . when you build HR Service you can't link the HR Service to an offering or infrastructure. so HR Services have no use at all from enterprise architecture standpoint .

Another point to emphasise is that, in terms of the CSDM, HR Service might be a business process, an offering, or anything else. I would assume that in the world of service management, the enterprise architect would collaborate with HRIT to align HR business services with the CSDM model, and the HR organisation would structure its HR services in a way that would be appealing to its target audience( not Necessary EA) .

Thanks,

Ahmed

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Andreas Borell · ‎10-20-2023

This is not an authoritative answer as I am not an SN employee, but there are some areas in an organization that for various reasons need to be cordoned of from others due to different laws and regulations. For instance, sharing HR data and issues requires a lot more control than the average ITSM incident or request. While some parts of the typical onboarding of a new employee probably fit well into more vanilla ITSM service delivery, some aspects do not, like setting salary and performance targets - and these are tied to external constraints, like union agreements and laws, which may different from country to country. Implementing an end-to-end process may span several service delivery domains, and the domain boundaries need careful consideration.

anand9 · ‎10-20-2023

ya, that could be one reason. Will wait for more answers.

Tomas Lozano · ‎10-20-2023

I think I read your question wrong in my last answer 😊

A CSDM Service is not the same (yet) as a service definition.. In addition to case types, you can also use service definitions to create a customized process. They are configurations that sit on top of a specific case type that provide a unique request and fulfillment process and I believe it's the CSM product mgmt team is promoting this concept to any newish module that is based on CSM, like HRSD, FSO etc..

Tomas Lozano · ‎10-20-2023

I would look at Business Processes and perhaps Business Capability. Maybe that concept is suitable for you.

Cheers,

Tomas