HRSD Product Checklist
Zurich Release
ServiceNow’s HR service Delivery offering is a suite of products. This article aims to provide you with an overview of the various products available and point you to resources for each.
HIRING EXPERIENCES
SELF-SERVICE EXPERIENCES
- Case and Knowledge Management
- Employee Center
- Employee Journey Management (Journey Designer, Journey Accelerator, Lifecycle Events)
- Employee Relations
- HR Admin Workspace for Service Providers
- HR Agent Workspace
- HR Documents
- HR Multi-instance Integration
- Manager Hub
- Now Assist for HRSD
- ServiceNow Voice for HRSD
- Universal Request
- Workforce Optimization for HRSD
- Process Mining for HRSD
- HRSD Integrations and Spokes
- Others
GROWTH EXPERIENCES
- Career Hub
- Learning
- Aspirations
- Growth Plans
- Career Conversations
- Mentoring
- Opportunity Marketplace
- Leader Hub
- Skills Workspace
- Career Profile
- Learning Integrations
ALUMNI EXPERIENCES
Hiring Experiences
Hiring Portal
This portal is an extension of Employee Centre Pro, specifically the Manager Hub. It allows managers to request new job openings, monitor the status and progress of hiring activities, communicate with recruiters, and receive targeted content and updates during the recruiting process.
If you are interested to explore Hiring tab further, refer to Product Documentation.
Applicant Center
The Applicant Center is a dedicated portal accessible to individuals once they have formally applied through the ATS. From this Applicant Center, applicants can manage their applications and progress, review shared resources, complete required tasks and activities, and schedule their interviews.
If you are interested to explore Hiring tab further, refer to Product Documentation.
Recruiter Workspace
The workspace is designed for recruiters or recruiting coordinators and offers various functionalities. These include managing talent pools, scheduling interviews, viewing applicant records, and tracking the progress of the hiring process. Recruiters can also communicate with hiring managers through job requisition requests and within this workspace.
If you are interested to explore Hiring tab further, refer to Product Documentation.
Self-Service Experiences
Case and Knowledge Management (Human Resources Scoped App: Core)
The Case and Knowledge management application is the core foundation of HR Service Delivery. It is also referred as the HR Core application. HR core application is a scoped application and brings in the ability to restrict access of sensitive HR data to only HR roles and the HR administrator can control who has access to the HR data. This application helps standardize the case management and knowledge management flow, also brings in modern intuitive dashboards and AI-based routing and categorization.
We have a detailed guided setup available within the application which will walk you through the steps to start configuring the HR core application.
If you are interested to explore case and Knowledge management further, refer to ‘Explore and use HR Case and Knowledge management’.
Employee Center
Employee Center provides employees with a unified portal to access services, communications, apps, and tasks. It enables employees to easily access services, updates, and information across departments like HR, IT, and Workplace Services through a unified, mobile-friendly interface. With features such as content publishing, campaigns, and communities, it fosters stronger employee productivity while streamlining cross-enterprise interactions.
If you are interested in exploring Employee Center further, refer to Product Documentation.
Employee Journey Management
Employee Journey Management enables the orchestration of personalized, cross-functional journeys like onboarding, parental leave, or internal mobility. It includes Journey Designer, Journey Accelerator and Lifecycle Events. Lifecycle Events facilitate cross-departmental workflows (HR, IT, Workplace Services, etc.) tailored to user or HR-defined criteria, while Journey Accelerator empowers managers and admins to build structured plans for functional and team-specific transitions. The Journey Designer brings these components together, offering decentralized journey creation, template management via EC Pro, and mobile accessibility through Now Mobile.
Journey Designer helps organizations create personalized employee experiences by mapping out key moments across the employee lifecycle. Whether it's onboarding, relocation, or role transitions, Journey Designer allows HR teams to build intuitive workflows that guide employees through each step. Using a drag-and-drop interface, teams can design journeys that include tasks, approvals, and communications, tailored to specific roles or conditions, reducing manual effort and ensuring employees get the right support at the right time.
To read more about Journey Designer, refer to Product Documentation.
Journey Accelerator complements Journey Designer by offering pre-built templates and best practices to speed up journey creation. It helps teams looking to launch employee journeys quickly without starting from scratch, especially for scenarios like onboarding, parental leave, or offboarding. With reusable components, Journey Accelerator helps reduce setup time and ensures consistency across HR processes, while maintaining flexibility to customize journeys as needed.
To read more about Journey Accelerator, refer to Product Documentation.
Lifecycle Events help HR teams automate and manage key employee transitions like onboarding, promotions, or exits by bundling all related tasks, approvals, and communications into a single, streamlined workflow. Instead of manually managing tasks across departments, HR teams can define event types (e.g., “New Hire” or “Leave of Absence”), assign tasks to relevant stakeholders, and let the platform orchestrate the process from start to finish. To get started, you choose the type of event, like “New Hire”, and set up the steps involved, such as setting up a laptop or scheduling a manager check-in. Lifecycle Events then takes care of assigning tasks, sending reminders, and tracking progress. This gives employees a smoother experience from day one.
To read more about Lifecycle Events, refer to Product Documentation.
Employee Relations
Employee Relations helps HR teams manage sensitive workplace issues with care and enhanced security. It streamlines the entire case lifecycle, from intake to resolution, while protecting confidential information and ensuring a respectful, compliant work environment.
Employees can report concerns through multiple channels, including an Anonymous Report Center. The Anonymous Report Center (ARC) empowers employees to confidentially report sensitive complaints or misconduct without revealing their identity to the HR agent handling the case. Accessible via the Employee Center, ARC redirects users to a secure portal where they can submit anonymous reports, receive updates, and communicate discreetly with investigators. HR teams benefit from secure access controls, investigation tools, and upgraded dashboards for better visibility and reporting. The solution also integrates with legal workflows to support ethics complaints, helping organizations reduce risk and improve resolution speed.
If you are interested in exploring Employee Relations further, refer to Product Documentation.
HR Admin Workspace for Service Providers
The HR Admin Service Provider application offers a centralized view of service usage and consumption across customers, enabling service provider (SP) admins to make informed, data-driven decisions. It provides visibility into key metrics such as the number of services consumed per customer, ticket volume per service, and the number of HR users per customer, helping admins monitor trends and optimize service delivery.
In addition to analytics, the application includes quick links for daily administrative tasks like domain and customer creation, user management, and access to customer-specific configurations, empowering SP admins to efficiently manage operations and deliver consistent HR services.
If you are interested in exploring Admin Workspace for Service Providers further, refer to Product Documentation.
HR Agent Workspace
HR Agent Workspace empowers HR agents to deliver fast and efficient case resolution through a modern, intuitive interface. It offers a configurable environment where agents can view all case details in a single pane, communicate with employees via integrated channels like phone and chat, and access contextual recommendations through Agent Assist. This streamlined experience helps agents resolve issues efficiently while maintaining a high standard of employee service.
The workspace supports customization based on agent preferences and organizational needs. It includes advanced analytics and metrics to monitor agent performance and demonstrate value to senior management.
If you are interested in exploring HR Agent Workspace further, refer to Product Documentation.
HR Documents
HR Documents simplifies how HR teams create, manage, and secure employee-related documentation. It combines Document Templates and Employee Document Management to support the full document lifecycle, from generating offer letters and policy acknowledgments to storing signed agreements and applying retention policies. With configurable templates, automated workflows, and integrated e-signature options, HR teams can ensure consistency, reduce manual effort, and improve compliance.
Documents are securely stored in a centralized, paperless system that supports legal holds, retention rules, and employee self-service access. HR Documents also enables controlled access to sensitive files, helping organizations maintain security and meet regulatory requirements.
If you are interested in exploring HR Documents further, refer to Product Documentation.
HR Multi-Instance Integration
HR Multi Instance Integration enables seamless communication and service fulfilment across multiple ServiceNow instances, allowing partners and service providers to deliver consistent HR experiences. Employees benefit from a unified HR catalog and consistent interactions whether services are fulfilled locally or remotely.
The application supports cross-instance workflows, enabling HR agents on provider instances to manage both local and remote cases. Key capabilities include secure access control, synchronization of request status, comments, and attachments, and the use of Universal Task for remote tasking, approvals, and document signing, ensuring compliance, efficiency, and a smooth service experience.
If you are interested in exploring HR MII further, refer to Product Documentation.
Manager Hub
Manager Hub is a centralized destination designed to empower people managers with the tools and insights they need to lead effectively in today’s work environment. It eliminates the complexity of navigating multiple systems by offering a single place to access team overviews, growth tools like Conversations and Growth Plans, and curated leadership resource. Managers can view team insights, track key milestones, and receive proactive recommendations to support employee development and engagement. Manager Hub helps leaders stay informed, act quickly, and foster a more connected and productive team experience.
If you are interested in exploring Manager Hub further, refer to Product Documentation.
Now Assist for HRSD
Now Assist for HR Service Delivery uses AI to help HR teams work faster and more efficiently. It automatically summarizes case details and chat conversations, and even suggests resolution notes, so agents don’t have to read through everything manually, helping HR agents respond quicker and more consistently. It’s designed to save time, reduce errors, and improve the employee experience by making HR support smarter and easier to manage.
AI agents also help resolve common HR questions, like policy-related cases (e.g., tuition reimbursement) or general queries, by pulling the right information and suggesting answers to agents.
For more on Now Assist for HRSD, refer to Product Documentation.
ServiceNow Voice for HRSD
ServiceNow Voice for HRSD enhances your employee support experience by bringing voice capabilities directly into the HR Agent Workspace. By integrating with cloud contact center solutions like Amazon Connect, it enables seamless inbound and outbound calling for HR service agents. During calls, agents can view relevant employee data to provide faster, more personalized support. Plus, with built-in tools to analyze call recordings, transcripts, and performance metrics, you gain valuable insights into employee interactions and service quality.
Refer to Product Documentation to learn more.
Universal Request
The ServiceNow Universal Request application simplifies cross-departmental service delivery, allowing employees to request help directly from the Service Portal without needing to identify the correct team. The application supports both centralized Tier 1 support desks and embedded departmental Tier 1 models, ensuring requests are efficiently triaged and resolved. Agents can assign tasks to employees using Universal Tasks, and organizations can monitor performance through cross-departmental SLAs and metrics. This improves resolution times, reduces silos, and delivers a seamless employee experience across the enterprise.
If you are interested in exploring Universal Request further, refer to Product Documentation.
Workforce Optimization for HR
Workforce Optimization for HRSD helps HR managers and team leads improve how their teams work day-to-day. It provides tools to manage schedules, track performance, and support skill development. Managers can see real-time and historical data to understand how their teams are doing and make better decisions about staffing and workload. With features like forecasting, performance dashboards, and coaching tools, HR leaders can identify gaps, assign tasks based on skills, and help agents grow.
For more on Workforce Optimization for HRSD, refer to Product Documentation.
Process Mining for HR
Process Mining for HR Service Delivery (HRSD) helps HR teams understand how their processes work by analysing real data from the ServiceNow platform. It automatically builds visual process flows, like for onboarding or case management, so teams can spot delays, bottlenecks, or inefficiencies. This gives HR leaders a clear picture of what’s working and what needs improvement. There are pre-built models to analyze common HR workflows, track performance, and identify areas for automation. Since it’s built into the Now Platform, there’s no need for complex integrations or data transfers. It also includes content packs with ready-to-use insights, helping teams make faster decisions and continuously improve service delivery.
For more on Process Mining, refer to Product Documentation.
HRSD Integrations and Spokes
HRSD Integrations in ServiceNow make it easier for HR teams to connect with third-party systems like payroll, benefits, and identity management platforms. These integrations help automate data exchange, reduce manual work, and ensure that employee information stays consistent across systems.
Common use cases include pulling employee data from HCM systems, providing a unified to-do list for employees, enabling electronic document signing during onboarding, and sending notifications via collaboration tools or SMS. Integrations with identity management systems allow for seamless access provisioning and removal.
For more on HR Integrations, refer to Product Documentation.
Others
Performance Analytics - Performance Analytics helps HR teams track and improve their service delivery. It offers dashboards and KPIs to monitor trends, spot issues, and guide decisions. With interactive charts and embedded insights, teams can prioritize resources, improve self-service, and make data-driven improvements over time.
To read more about Performance Analytics, click here.
Predictive Intelligence - Predictive Intelligence uses machine learning to help HR teams work smarter. With prebuilt templates and models, it can automatically classify and route HR cases, suggest solutions, and identify patterns in employee requests. It’s especially useful in Universal Request, where it helps speed up case handling and reduce manual effort, making HR support faster and more accurate.
To learn more about Predictive Intelligence, refer to Product Documentation here.
Virtual Agent - Virtual Agent provides automated chat support for employees requesting HR services. It understands employee questions using natural language and responds with helpful answers or actions, like creating a case or sharing a policy. With predefined HR topics and reusable conversation blocks, it’s easy to set up and customize. It also works with custom portals and Now Assist to improve deflection rates and reduce repetitive work.
To read further about Virtual Agent, refer to Product Documentation here.
Growth Experiences
Career Hub
The Career Hub tab in Employee Center offers a comprehensive overview of your growth and development plans. It serves as a centralized location for all growth-related activities and experiences for employees.
If you are interested to explore Career Hub further, refer to Product Documentation.
Learning
The Learning application enable employees to proactively, discover, manage, and engage with learning content from various sources to help with career development in the flow of work. It enables users to configure learning catalogs that contain course items from both internal and external learning systems (LMS). The Learning portal provides you with a bird's eye view of all your learning, courses, and achievements.
If you are interested to explore Learning App further, refer to Product Documentation.
Aspirations
Establishing and defining aspirations can play an important role in guiding career growth and development. Allows employees to explore and discover growth opportunities and guide them through the process. It allows employees to express interest in specific opportunities, develop skills, or explore other areas of interest, and receive structured guidance on the steps to take to achieve their goals.
If you are interested to explore Aspirations further, refer to Product Documentation.
Growth Plans
Guides employees on achieving a set of development activities with clear outcomes and a timeline that supports business outcomes. Build your growth plan to organize and track your career goals. Many companies use the term “individual growth plan” (IDP).
If you are interested to explore Growth Plans further, refer to Product Documentation.
Career Conversations
Supports and enables managers and employees to have effective and more frequent growth and development conversations. Conversations app has views for employees & managers in Career Hub and Manager Hub respectively.
If you are interested to explore Conversations further, refer to Product Documentation.
Mentoring
Provides employees opportunities to find and build meaningful mentoring relationships. Mentoring application is a platform that connects individuals seeking mentorship with experienced mentors. It creates a seamless experience for both mentees and mentors.
If you are interested to explore Mentoring further, refer to Product Documentation.
Opportunity Marketplace
Enables employees to discover new internal opportunities to support their career and organizational growth. Opportunity Marketplace enhances career mobility. It provides employees an intuitive experience to explore career opportunities. Customizable match preferences are seamlessly integrated with your Applicant Tracking System (ATS) to enhance employee engagement with transparent and efficient career development. Opportunity Marketplace enables the creation, posting, and tracking of several types of opportunities including:
- Internal jobs
- Projects
- Gigs
- Volunteer
Customers can also create custom opportunities.
If you are interested to explore Opportunity Marketplace further, refer to Product Documentation.
Leader Hub
The Leader Hub app provides organizational and HR leaders with visibility into their organization's talent so they can comprehensively understand the landscape of their workforce. This application helps leaders gauge their team's strengths and deficiencies to confirm their employees have the appropriate skills and expertise to succeed in the present and future.
If you are interested to explore Leader Hub further, refer to Product Documentation.
Skills Workspace
The Skills workspace allows administrators to maintain skills and job architecture data from a single place. With a modern admin experience, Skills workspace guides users through their tasks including importing custom skills, assigning skills to users or groups, and reviewing job architecture.
If you are interested to explore Skills workspace further, refer to Product Documentation.
Career Profile
The Skills and Career profile helps employees understand their skills and brings them to the forefront. In the Skills and Career Profile, employee's current skills are identified, and employees can use this to update their resumes and LinkedIn profiles. It also allows managers to validate and recognize employee skills and strengths. It provides easy access to a holistic view of employee’s career info and uses proactive prompts to make it really simple for employees to build and update their skills profile over time.
If you are interested to explore Career Profile further, refer to Product Documentation.
Learning Integrations
Growth experiences are designed to ingest data from multiple sources. It offers spokes, guided importing of data, and standard ServiceNow platform integration options (such as ESM framework).
For details on spoke flows and actions, see the Product Documentation site for each individual spoke.
Learning Management Systems (LMS) spokes
- Workday Learning
- Cornerstone
- Udemy
- Saba
- Pluralsight
- SumTotal
- SuccessFactors Learning
Human Capital Management Systems (HCM) spokes
- Workday HR (also includes goals and feedback)
- Oracle HCM (also includes goals and feedback)
- SuccessFactors (also includes goals)
For integrations needed for systems other than what is listed, integrations can be built using standard ServiceNow platform integration features.
If you are interested to explore Integrations further, refer to Product Documentation.
Alumni Experiences
Alumni Center
The Alumni Center (AC) provides a way to stay connected with former employees and non-employees like volunteers and contractors. The AC acts as a portal to provide unique content, services, and community. Automatic alumni record creation when employee off-boards and Alumni self-registrations are new capabilities supported on Alumni Center.
If you are interested to explore Alumni experience further, refer to Product Documentation.
