Best Practice for Contractor Access to EC Pro & HR Cases Without HR Profile Creation?

[ASHU_1]

Hi Everyone,

Looking for some guidance on a contractor access scenario in HRSD.

More than half of our workforce (~5,000 workers) are contractors and need access to a limited set of HR services in Employee Center Pro, primarily Employee Data Management requests (e.g., name changes, address updates, personal information changes, document requests, etc.).

Our concern is that using standard HR Cases may create HR Profiles for these contractors, which could have licensing implications at this scale.

Has anyone implemented a solution that allows contractors to securely authenticate (or otherwise validate identity), submit HR requests, and have HR agents process them in ServiceNow without creating HR Profiles or significantly impacting HRSD licensing?

We are exploring options such as:

• Local ServiceNow authentication with OTP
• Public catalog with identity validation
• Custom intake/case tables
• SAP-integrated approaches

Would appreciate hearing from anyone who has solved a similar challenge, particularly regarding HR Profile creation behavior and licensing considerations.

Thanks in advance!

[ASHU_1]

Thank you. Yes, repurposing ITSM Requests was one of the options we considered. The advantages are that it would avoid HR Profile creation and associated HRSD licensing implications, while still leveraging mature platform capabilities such as SLAs, approvals, notifications, assignment groups, AWA, and standard request fulfillment.

Our primary concern is that these are fundamentally HR-related requests (primarily Employee Data Management), so using ITSM Requests may blur the separation between HR and IT processes and could require additional configuration to provide an HR-centric agent and user experience. It may work well as a pragmatic solution, but we're also assessing whether a dedicated contractor servicing model would provide a cleaner long-term architecture.