Defining HR Services: When should an HR Service actually be multiple services?

Theresa TK · ‎06-04-2025

Whether you're a new customer implementing HR Service Delivery for the first time or an HR power user reassessing your current state, defining HR Services is a crucial step in ensuring a smooth and efficient user experience. There are many nuances to service definition, including determining when to configure one service or break it down into multiple services. While there are no hard and fast rules, the following considerations can help you make informed decisions about when to define many HR Services versus just one.

Consideration #1: Catalog Item Configuration

1. Complex Record Producers

The request form (Record Producer) in ServiceNow is a powerful tool, but it can also be a double-edged sword. This form is highly configurable, allowing you to hide or show fields based on user selections. However, this flexibility can lead to a form that looks entirely different for each user, making it difficult to maintain a consistent user experience. If you find that the form is becoming overly complex and drastically changes structure based on the answers that the user provides (showing/hiding fields based on user responses), it might be a sign that you need to break down the service into multiple, simpler HR Services.

2. Gathering Non-Applicable Information

One of the key features of the Record Producer is its ability to ask questions and gather appropriate information. However, if the form is asking too many questions to filter down to the heart of the request, it can become cumbersome for users. They may question whether they have found the right item or they could abandon the effort if they feel they must provide too much information. Instead, define multiple services, each which has a distinct intent. This ensures that users are confident they have selected the correct item and only need to provide the details which are applicable to their request.

3. Inaccurate HR Service Catalog

The HR Service Catalog that each user sees should be tailored to their role and responsibilities. When users view a catalog which contains things that don't apply to them, it can lead to confusion and erodes their trust in the platform. When an HR Service tries to cover too much ground, this can contribute to a confusing catalog experience. By defining multiple HR Services with the appropriate restrictions using User and HR Criteria, you can ensure that the catalog is 100% relevant to each user, which gives them confidence in using the catalog on the portal as their go-to place for having their HR needs met.

Consideration #2: Use Case(s)

1. Covering Multiple Use Cases

While it might seem simpler to have fewer HR Services, trying to cover multiple use cases with a single service can introduce confusion into the user experience and add complexities which makes upgrades difficult. Each HR Service should be designed to handle a specific use case. This approach ensures that users are not overwhelmed by irrelevant options and that the service is tailored to their needs, leading to a more streamlined and user-friendly experience. It also supports a seamless upgrade experience which requires less user regression testing.

2. Covering Multiple Roles

When one HR Service tries to do the work of many, it can lead to users requesting items that don’t apply to their role or function. If users can submit cases for things that don’t apply to them, it can cause confusion and potentially result in them receiving information that is inappropriate for their role. HR Agents end up spending more time handling and closing out these irrelevant cases, which can be avoided by defining multiple role-specific HR Services. This ensures that users only see and request items that are relevant to their job, leading to a more streamlined and effective HR department. By structuring your services this way, you not only improve the user experience but also significantly reduce the workload on HR Agents who would otherwise have to manage and resolve irrelevant requests.

3. Supporting AI Readiness

You have built your HR Service Delivery experience on the ServiceNow AI Platform—it’s time to use those amazing Generative AI skills and AI Agents! Structuring your services in a way that works well for AI will put you in a great position within your company's AI journey. Covering multiple use cases with a single service can reduce the effectiveness of AI, which is only as good as the data its fed. When AI looks to answer questions or guide users to the right experience, it may not be able to understand the multiple use cases intended for each of your services. It will have a much better chance of success if each catalog item has a specific purpose, with a clear and distinct description and a simple-to-complete form.

Here's an example scenario: A remote worker within your company wants to move to another state within the US. They ask Now Assist if there are any restrictions they need to take into account, and the AI Agent provides a knowledge article which has all the information they need to plan this kind of change with their company. The AI Agent then finds a catalog item that the user needs to submit to gain approval, and it knows this item is applicable to the user because they meet the User Criteria for that item. The remote worker didn't know that they had to gain approval prior to the move, so they are relieved to have gained this knowledge even without specifically looking for it. The AI Agent asks if they want to complete this form now, and when the user affirms, the AI Agent asks the 3 questions needed to complete the form. With the request submitted, the HR Service workflow utilizes multiple AI Agents to gather additional information related to the user's location and job, check the request against internal policies, and gain the appropriate approvals. The remote worker received all the information they needed and started the process in one short conversation, and the request fulfillment is automated using AI Agents. Now THAT’S an AI success story just waiting to happen!

Consideration #3: How the HR Case Functions

1. Dynamic Data Points

As you’re defining the HR Service, if you find that you’re building a lot of complexity into populating differing data points within the HR Case based on the answers provided by the user, this could be an indication that the service is trying to cover multiple use cases. For example, if the Assignment Group and Priority can vary from case to case depending on user input, it can suggest that the service is not optimized for a single, specific use case. Also, if you find that you want a service to function one way at times and another way at times, this may be an indication that the service should be broken down into multiple services.

2. Workflows

Similarly, if the overall workflow of the HR Case, including approvals, tasks, and notifications, changes significantly based on user input, it’s a good sign that you should configure the service as multiple, simpler HR Services. This approach ensures that each service is optimized for its specific use case, leading to a more efficient and user-friendly experience.

3. Fulfillment Instructions and Checklist Items

Fulfillment instructions and checklist items should be straightforward guidance which assists HR Agents in completing every case for the same service in the same way. Be aware if you are putting a lot of “if” or “when” statements into the instructions which provide branching options for how the case should be completed. This could indicate that the service is trying to cover too many differing scenarios. Defining multiple, simpler services helps maintain clarity and ensures that HR Agents have clear, consistent instructions for each request, reducing the likelihood of errors and improving service delivery.

Conclusion

While spotting just one or two of these indicators doesn’t necessarily mean there’s an issue, observing several of these items within a single service suggests that it’s worth considering whether the HR Service should be multiple services. Defining HR Services can seem daunting but ultimately should be a fun and creative exercise! By keeping the following considerations in mind, you can create an HR Service Catalog that best serves your customers and HR department:

Simplify Record Producer Configuration: Ensure that the request form is not overly complex and that it maintains a consistent structure.
Streamline Information Gathering: Ensure that you are keeping forms focused on gathering information that only the user can provide, and not asking them to provide information that should be obtained in other ways.
Tailor the HR Service Catalog: Use User and HR Criteria to tailor the HR Service Catalog to each user's role and responsibilities, ensuring the catalog is 100% relevant and trustworthy.
Design for Specific Use Cases: Design each HR Service to handle a specific use case.
Create Role-Specific Services: Ensure that the services that a user can request apply to their specific situation and role. Beware of configuring an HR Service which may provide different underlying services to users in differing roles.
Optimize for AI Readiness: Structure your services with AI in mind. Consider how both Generative AI and AI Agents could best provide accurate guidance, submit requests for users, and complete workflows.
Reduce Dynamic Data Complexity: Be aware if user input significantly changes the data from case to case.
Reduce Workflow Complexity: Be aware if user input significantly changes the way the case is fulfilled.
Maintain Clarity in Fulfillment Instructions and Checklist Items: Be aware of “if” and “when” statements that appear in fulfillment instructions and checklists, especially when they lead to branching processes within fulfillment.

Additional Resources

For more detailed guidance, check out this ServiceNow Community article on defining HR Services. It contains a helpful template which can be used to define the data points for all your HR Services.
If you decide you need additional support, consider reaching out to a ServiceNow Implementation Partner. A partner who has experience defining services can be an invaluable resource for a successful implementation.

Please share your experiences and insights in a comment below!