Far too often, I work with organizations stuck in what I call the “Question & Answer Collector” stage of their HR Service Delivery journey. In this mode, HR Service Delivery is used almost exclusively to intake employee questions and provide answers. Depending on the request, some teams will go a step further by “swivel-chairing” into another system to complete an update on the employee’s behalf, then circling back with confirmation. At its core, though, this remains a highly manual process with no tasking or automation involved.
While this is a valid use of HR Service Delivery, it is only scratching the surface of what the platform can do and the return you should expect from your ServiceNow investment.
The key lies in a field on the HR Service Configuration record that you may not think much about: Fulfillment Type. Each HR Service (those “tiles” on your Employee Center) is driven by its Fulfillment Type. That choice determines whether you are operating at a basic intake level or orchestrating complex, end-to-end workflows.
I have mapped out the typical path organizations follow as they mature their HR Service Delivery setup. I call this the Fulfillment Type Framework. Take a look at the model below, then I’ll walk through each phase so you can see how to move beyond the “Question & Answer Collector” stage and begin realizing the full value of HR Service Delivery.
Phase 1: Manual
What it is:
A fully manual case experience. The case is opened, an HR agent does the work, and then manually closes it as Complete or Incomplete.
Examples:
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“I have a question… and need an answer!”
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“I need an HR team member to go do something on my behalf.”
Why it matters:
Manual cases are often where HR Service Delivery begins. They replace email, provide visibility, and allow reporting on volume and resolution times. The limitation is that HR remains a case-collector, with little opportunity to improve processes or scale efficiently.
Phase 2: Service Activity
What it is:
A case that follows a defined, pre-configured process, such as an approval or HR task. Once those activities are complete, the case can close automatically. Additional ad hoc tasks or approvals can also be added at any time.
Examples:
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Approvals (like tuition reimbursement).
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HR tasks (updating employee information).
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Child HR cases (relating any kind of pre-Performance Improvement Plan actions directly to a Performance Improvement Plan).
Why it matters:
Service Activities add consistency and predictability. They reduce manual effort by letting the system close cases automatically once the work is done. This marks the first step away from pure case intake.
Phase 3: Flow
What it is:
A case type that triggers a Flow Designer flow at creation. This is typically used when updates need to be pushed directly into systems of record. The flow can also invoke Integration Hub spokes or other actions to automate updates across external systems and within ServiceNow itself.
Examples:
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Updating an employee’s address in Workday or SAP.
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Automatically provisioning a new benefit or access.
Why it matters:
Flows are where automation begins to unlock real efficiency. Instead of HR team members making updates, the system executes them automatically. This reduces errors, speeds resolution, and frees HR to focus on higher-value work.
Phase 4: Journey
What it is:
A case type that launches a Journey, which may be built from a Lifecycle Event, a Journey Accelerator Plan, or both. Journeys add a layer of configuration beyond what Flow Designer can provide, while also making it easier to automate and manage HR cases, tasks, and related records across functions such as IT, facilities, and legal.
Examples:
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Onboarding and offboarding.
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Global mobility moves.
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Promotions and career growth.
Why it matters:
Journeys transform HR Service Delivery from a reactive tool into a proactive experience platform. They orchestrate entire events, simplifying complex transitions and delivering measurable value to both employees and HR teams.
Phase 5: Advanced
What it is:
Complex scenarios that require combining multiple fulfillment types, such as a Journey paired with Service Activities.
Example:
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An offboarding journey that requires multiple approvals before it can begin.
Why it matters:
At this stage, HR Service Delivery becomes a true workflow engine. By layering fulfillment types, you can meet sophisticated business requirements without relying on workarounds or manual oversight. This approach is configuration-forward, scalable, and built for the future.
From Answering Questions to Orchestrating Workflows
Now that you understand the Fulfillment Type Framework, the natural next question is: where do I begin?
The good news is you don’t need to redesign everything overnight. Start small by identifying one manual service that consumes a lot of time and consider whether it could be reconfigured as a Service Activity or automated through Flow Designer. From there, build momentum by layering in Journeys for lifecycle events like onboarding or promotions. Each step reduces repetitive work, improves accuracy, and delivers a better experience for employees.
The opportunity is clear: don’t stop at collecting questions and answers. Start building HR services that automate, orchestrate, and truly transform the employee experience — one service at a time.
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