Service category in Service Catalog Vs HRSD?

[sonu kaushik]

What factors help decide whether it is better to add a service category in Service Catalog for employees HR related questions & route the ticket to an assignment group for addressing the ticket versus implementing an HR application module?

[Sai Kumar B]

@sonu kaushik 

Service catalog using category is very simple to create cases, users can directly go to the request form in the portal and can raise cases for them. HR Application module will be used by HR agents or any Internal users to raise cases on behalf of users from native UI. It depends on your requirement and user access to the platform
If I could help you with my response you can mark it as helpful and correct as it benefits future viewers
Thanks,
Sai Kumar B

[sonu kaushik]

@Sai Kumar B can an HR agent not create a case on behalf of a user when using service catalog to log cases?

I am still not clear what requirements dictate the user of one over the other?

[Rahul Kumar17 · Accepted solution]

Hi Sonu,

When deciding whether to add a service category in the Service Catalog for employees' HR-related questions and route the ticket to an assignment group or implement an HR application module, several factors should be considered:

1. Complexity of HR Processes: Assess the complexity and variety of HR processes and workflows within your organization. If HR processes involve multiple steps, approvals, and integration with other systems, implementing an HR application module might be more suitable. It can provide a comprehensive solution tailored to HR needs, including self-service options, automation, and data management capabilities.

2. Volume and Frequency of HR Tickets: Evaluate the volume and frequency of HR-related tickets from employees. If the number of HR tickets is relatively low or sporadic, adding a service category in the Service Catalog with routing to an assignment group might be a more efficient solution. This approach allows employees to submit their questions easily and enables HR personnel to address them directly.

3. Self-Service Capability: Consider the level of self-service capability you want to provide to employees. If employees require a self-service portal to access HR-related information, perform certain tasks, and find answers to common questions, implementing an HR application module could be more beneficial. It empowers employees to independently address their HR needs, reducing the burden on the HR department.

4. Integration Requirements: Evaluate the need for integration with other systems or data sources. If your HR processes rely heavily on integration with other systems such as payroll, time-tracking, or performance management, implementing an HR application module can facilitate seamless data exchange and process automation. On the other hand, if integration requirements are minimal, routing tickets through a service category might suffice.

5. Scalability and Future Growth: Consider your organization's scalability and potential growth in the future. If you anticipate a significant increase in HR-related inquiries or plan to expand HR services, implementing an HR application module provides a scalable solution that can accommodate future needs and evolving HR processes.

6. Resource and Budget Constraints: Assess the availability of resources and budget. Implementing an HR application module typically requires more significant investment in terms of development, customization, and ongoing maintenance. If you have resource or budget constraints, routing tickets through a service category with an assignment group might be a more cost-effective solution.

By considering these factors, you can make an informed decision on whether to add a service category in the Service Catalog and route HR tickets or implement an HR application module that aligns with your organization's specific requirements and goals.

Thanks,

Rahul Kumar