Ask the Expert: Center of Excellence (CoE) and HR Services - HR Service Delivery

[Lisa Latour]

Are you a ServiceNow customer looking to understand the Centers of Excellence (CoE) structure? Are you looking to configure your HRSD processes leveraging HR Services? Are you looking to take advantage of all the latest features and functionality available in our new release?

If yes, then don’t miss this session! We will be discussing the benefits of the CoE table structure as well as the features and functionalities of the HR Services and where these can help you simplify your processes while enhancing the employee experience.

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FEATURED SPEAKER

Michael Sheridan is a Product Manager at ServiceNow responsible for HRSD Implementation Success and Partner Enablement within the HR product. In his role, he helps customers and partners alike with good practices for the HR product. Michael has more than sixteen years of experience in application development, 7 of them in the HR Technology industry.

Originally recorded January 17, 2019

[michaelj_sherid]

Hi Will,

You only mentioned the hr_case, are you referring to the scoped HR Case table (sn_hr_core_case)? If you are referring to the Scoped HR Case you can leverage the features I demonstrated on the London instance of HRSD. Generally, I would think you can still leverage the OOB features unless your customizations impacted these areas.

Regards,

Mike

[paradise611]

Hi Mike,

Just watched your video! Excellent video! I have 2 questions for you.

Question 1.) What's the biggest difference between Lifecycle Events and Service Activities? Is it that Lifecycle Events has a parent and child and Service Activities don't?

Question 2) I have a PDF form that has mostly customized fields, what's the best way to bind those customized fields to the PDF form? Should I create an extended table from the HR case table and add those newly customized fields to that form? Is there a way to add those fields onto the HR Service template and it will automatically populate on the PDF when opened? What is the best way to handle customized fields on a PDF form?

[michaelj_sherid]

I have the answers to your questions below:

Question 1.) What's the biggest difference between Lifecycle Events and Service Activities? Is it that Lifecycle Events has a parent and child and Service Activities don't?

Answer: Lifecycle Event Activities have HR Criteria so they use conditions on which activities apply to which employees. Service Activities are applied as part of the HR Service so they are not conditional. 

Question 2) hr tables can't be excluded in cloning since it extends task.. this is not in gdpr complaince and therefore one has to delete the data in non prod manually every time after cloning. 

Answer: The solution would depend on your use case, but you are correct, the table cannot be excluded because they extend task.

[BhupeshG]

I still feel that a golden opportunity was lost when he case application was moved from global to scoped one.. hr tables still extend from task table which brings following disadvantaged 1) if an organization is using both it's and hr the index limitations of 64 indexes is easily hit and therefore less indcies are available for hr modules. 2) hr tables can't be excluded in cloning since it extends task.. this is not in gdpr complaince and therefore one has to delete the data in non prod manually every time after cloning

[michaelj_sherid]

Hi BhupeshG,

You can now exclude HR Case from the clone without the need to delete the data after the clone. It is a new process implemented with our cloning. You just have to exclude the tables in the clone request as was done for other tables in the past.

Mike