Human Resources Service Delivery is scoped application within the ServiceNow platform that helps organizations to digitize and streamline all HR processes and activities all in one place. There are a lot of similarities if you are aware of the basic ITSM and platform concepts -
- HR Profile is like Users Table
- HR Cases are like Incidents (it's just they are all segregated based on the individual COEs)
- HR Criteria is like User criteria
- ESC portal is like the SP which helps end-users interact and view, request, and complete actions
- HR tasks are like Incident tasks
- HR catalog is like Service Catalog - list of items available as an offering for the users to request
- So on
Few questions to be asked while setting up the HR Case Management-
- What are the requests we expect to receive and the services we want to provide?
- What information must be collected to fulfill the requests?
- How can the requests be initiated?
- Should requests be visible to the employee or only to internal HR professionals?
- How is the HR Service ultimately fulfilled?
- How do we report on this data?
- Integrations with HCM tools to populate HR profile data
- Integrations with HCM tools for case exchange or to trigger a process in ServiceNow
- Security policies on individual HR Case COEs
- Different type of fulfillment teams
HR Case Creation Service Management includes the following components (some of these are paid plugins)-
- HR Case Management
- Employee Service Center
- HR Integrations
- Lifecycle events
- HR Performance Analytics
- Mobile – HR onboarding app
- Employee Document Management
The HR data model is defined as follows :
HR COE (Centre of excellence) Table where the HR cases are created
e.g. PAYROLL
Topic Category First level of categorization (Consider Category on the Incident table)
e.g. PAYROLL ADMIN
Topic Details Second level of categorization (Consider sub-category on the Incident table)
e.g. DIRECT DEPOSIT
HR Service is the key field based on which mostly the routing of the cases are defined
e.g. PAYROLL SETUP/ DIRECT DEPOSIT SETUP
ROLES
HR CORE Assigned to HR agents, managers or privileged users who configure the HR core configurations
- Admin
- Basic
- Manager
Client Roles (hrsm and hrsp)
All the roles mentioned below are both HRSM and HRSP, giving backend access and portal access to employees.
e.g. sn_hr_core.hrsm_alumni & sn_hr_sp.hrsp_alumni
- Alumni
- Contingent
- Contractor
- Employee
- New Hire
Lifecycle events: When an employee contacts HR, they speak in terms of life events; for example, having a baby. From an HR perspective, that event may get translated into several services that need to be performed. For example, tasks may need to be completed by payroll, IT, benefits, etc. The ServiceNow Lifecycle Events for Enterprise (LE) application allows collections of activities to be defined that detail the process for these life events.
HR PROFILE
When an HR profile is created for an employee and the employment start date and employment type fields are completed, the system automatically assigns them a client role. Client roles are used to grant the employee access to HR-specific parts of the system and allow them to be added to HR cases. Following are methods to create HR profiles for users -
- Create Manually
- Bulk Create HR Profiles
- Import from excel
- Integrate with external tools
Opened for vs Subject person
Opened for is the person requesting the HR service. The person the HR service request is for. When you make an HR service request for yourself, the Subject person and Opened for the person are the same.
For example, a manager requesting an HR service for a direct report. In this example, the manager (Opened for) made an HR request on behalf of an employee (Subject person).
HRSD provides ways to make HR case resolution more efficient using HR templates, tasks, checklists, response templates, and fulfillment instructions. Though this information is not required, using them helps ensure HR cases are assigned and resolved in the same way.
Templates
HR templates populate data and may create tasks for the case. Cloud Dimensions leverages HR case templates for their HR services. The template referenced on the HR service is used to populate fields on the HR case record. e.g. the HR template assigned to the Dental Benefits Inquiry HR service record defines the skills, short description, and assignment group for Dental Benefits Inquiry cases.
Fulfillment instructions
Fulfillment Instructions can provide targeted information on how to complete an HR case. They typically contain detailed instructions and relevant knowledge articles that may help fulfill or resolve the HR case.
Checklists
Checklists may also be added to each HR service. They are typically used to inform the HR professional on the steps needed to complete the request and to ensure the proper procedure is followed. Checklists are especially useful when the process is long or complicated. Checklists remain static for each HR service.
HR service fulfillment types
When configuring an HR service it is important to know which type of case needs to be created. Review the descriptions of different fulfillment types with examples.
Simple
- Use manual for simple cases that require no additional tasks or process/workflow configurations.
- Example: Tuition reimbursement
Service Activity
- Use service activities when approvals or tasks must be completed as part of the HR service. After the HR service record is initially saved, the Service Activities related list is displayed and activities may be configured. Additionally, they may be configured to close the case automatically when all tasks are complete.
- Example: New hire documentation
Workflow
- Use a workflow from the HR template to fulfill the HR service. To use workflow in the fulfillment type, the workflow must be specified in the template. The workflow field is read-only once workflow is selected as the fulfillment type.
- Example: Approval for a promotion request
Advanced
- Use advanced to build fulfillments using combinations of workflows with tasks, approvals, or an existing workflow.
- Example: Employee travel visa request
Flow
- Use an item from the Flow Designer to fulfill the HR service.
- Example: Approval and tasks for a merit increase
HR Tasks
HR tasks are used to divide HR casework into manageable steps. HR tasks may be defined on the HR template associated with an HR service or manually created from the HR case record using the Add Task-related link. If tasks are defined on the template for the HR service, they will automatically be added to the case record.
Bulk HR Cases Creation
The Create Bulk Cases module allows HR professionals to create many of the same types of cases for multiple employees. For example, onboarding 20 new hires, a payroll run issue, or an annual recertification process.
- Upload file- Upload a file that will be used to create multiple HR cases. Upload an excel file with the employee name [user_name] or employee email [email] as the first column of the file. The system uses the field in the first column to populate the subject person field on the case.
- HR criteria - Use one of the predefined HR criteria conditions to filter the list of employees. For example, to create bulk cases for remote employees, select the Remote Employees HR criteria condition.
- HR profiles - Use HR profile information to filter the list of employees. Create a filter from the records in the HR profile [sn_hr_core.profile] table.
- Users - Use the user table to filter the list of employees. Create a filter from the records in the user [sys_user] table.
HR Documents
HR document templates are used to dynamically create letters that can be sent to or on behalf of the employee. They may include fields that are populated with information from the employee’s HR profile or user record so that the document is personalized for that recipient. When the HR document template is configured, the fields are defined and mapped to fields in the system so that the appropriate information is automatically added to the document. Types:
- Document template
- PDF document template
Ways to generate HR Documents :
Automatically
- Automatically send a document to the subject person.
- E.g. a non-disclosure agreement is sent to an employee to gather their signature or acknowledgment but is generic in nature and does not require a review.
Multiple Signatures
- If multiple signatures are required, the final version of the document will automatically be generated once all signatures have been captured.
- E.g. when an offer letter is sent to a new hire that requires a signature from the new hire and the hiring manager.
Preview, Sign, or Save
- Some documents require an HR professional to review, sign, or save it prior to sending it to a subject person.
- E.g. when a subject person requests an employment verification letter. This document requires an HR professional to review it for accuracy, sign it electronically, and send it to the requested recipient.
eSignature on the documents
An eSignature captures an electronic signature associated with a document or HR task. The eSignature feature allows the employee or HR professional to type or draw their name. Once they click accept, the system generates an HR document and attaches a picture of the signature to it.
Note: E-signatures are not the same as digital signatures.
Employee Service Center
Create custom content for the Employee Service Center using the Content Delivery > Manage Content > Portal Content module. An audience can be used to limit which employees see the content and start and end dates may also be used. This is especially useful for campaigns, like open enrollment, that is only offered at specific times of the year and to specific employees.
Portal content configurations
Content Delivery > Manage Content > Portal Content
- Banner
- Calendar
- Event
- Image-based link
- Rich Text
- Styled Document
- URLs
- Video
Audience configuration
Content Publishing > Manage Content > Manage Audiences
- Upload a file with the names of the users
- HR Criteria
- User Criteria
- HR Profiles
- Users
Use - Manager HR catalog module to create new catalog items/categories and manage the catalog completely.
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Thank you
Harneet
Thank for the post. This has helped me and my team understand HRSD better!
If I could ask @Harneet Sital, the links are outdated, could you or someone edit them to point to the correct content. Screenshot as an example
