Access/Asset Provisioning for new joiners (Onboarding) via ServiceNow HR Solution

[ASHU_1]

We wish to automate the process of Access/Asset (Laptop) Provisioning for new joiners (Onboarding) via ServiceNow HR. Hiring Manager should be able to initiate Account/Badge/Laptop. He should be able to make changes to the budle and provide recommendation, change delivery location, track progress from initiation to completon.  How can we do that?

1. ServiceNow to Workday Integration (bristlecone) we can get worker profile and Todo Tasks, but how can we design the end to end process?

2. ServiceNow Workday HR Spoke Webhooks to migrate all new user created in Workday, but how can we design the end to end process?

3. Use EOT (Onboarding) Activity Sets/Activities for Access/Asset Povisioning that will be initiated by the Hiring Manager (But how does it actually work, does the Hiring Manager gets a todo, then he creates an IT ticket or there is workflow that creates an IT ticket automatically?) does this need universal requests or if EOT licence is not available, can we use universal request and design a process for asset provisining?

4. Create a custom integration between Workday and ServiceNow ITSM (IT and HR is separate) along with a workflow to achieve this end to end.

5. Or is there a simple and better solution?

[Susan Britt]

The best way is to create the Onboarding Lifecycle Event.  In the correct Activity Set (i.e., stage/timing; e.g., immediately as soon as onboarding begins, 7 days before the employment start date), add an Activity for the hiring manager to complete the existing catalog items and/or order guides.   The Activity would be:

• Activity type=Employee
• Employee activity=HR Task
• HR Template would have appropriate fields populated like short description,  State=Ready, etc, but needs to have the following:
  • HR task type=Submit Order Guide or Submit Catalog Item
  • Order Guide or Catalog Item field=appropriate record (e.g., New Hire Laptop)

The Lifecycle Event activities can utilize any existing catalog items and order guides.  What will happen is the To-do/task will appear in your Employee Center for the manager.  Once they open the to-do, it is the actual catalog item or order form for them to fill out.

Depending on your policies/standards for assigning tasks, you can set the assignment directly in the HR Template (e.g., Assignment type=Employee > User from case; Assign to=Opened for).  Generally speaking for Onboarding cases, the Opened for user will be the hiring manager and the Subject person is the new hire.  You can also create assignment rules or whatever to ensure it gets assigned to the right person.

Back on the Activity once it is saved, you can map fields to the catalog item variables, if applicable also (e.g., Requested for = HR Case Subject Person).  The "Activity Field Mappings" related list will appear on the Activity record, if it is an Employee activity type.

[ASHU_1]

Thank you s much Susan. But we dot have entitlement to Lifecycle Events (Onboarding) We are on HRSD Pro and not HRSD Enterprise. 

1. is there any standard API for asset provisioning? can we use any of the Bristlecone Integrations (with modifications to achieve our objective):

A. HR Service Delivery Integration (Pull worker data, job profile, dept, location from Workday) we already an integration for this information, but we have not used this integrations, its our custom integration from Workday to EPIS (another application) to Servicenow

B. Workday HR Spoke - Subflow which uses webhooks to create user (creates a user in Servicenow when the user is onboarded in Workday) again we are not using this integrations, we use a custom integration

So, in our case we do not have Lifecycle Events (because we are not entitled to Enterprise) How can we design a solution to meet this requirement. Is there a delivered API? Or do we need to modify any existing API? or come up with Business Logic/Script to make this happen? 

Also, as our ServieNow ITSM and HR are separate - Do you think the ITSM Team or HR Team should take up the custom built process?