Global HRSD Implement

[CA5]

For a global customer implementing ServiceNow HR Service Delivery (HRSD) across multiple regions (e.g., China, India, Europe, Americas, Canada), how should the high-level architecture be designed? Specifically, detail the setup for HR Case Management (COE, Topic Category, Topic Detail, HR Service) and Knowledge Management (KB structure and categories). Explain the strategy for HR Group setup (per country/state), illustrate how the HR Benefits COE and its services are defined/localized per country, clarify the necessity of Service Catalog Items per country, and describe the mechanism and factors (country vs. state) governing HR Case Triage and Assignment based on the subject person's location. Do we need to invite all country specific HR Managers during workshops or what would you recommend. Please share high level design.

[MaxMixali]

Hi, this question is to large, I think you can try benefit to use a Gen IA to answer on IT. to have the default structure

[Sarthak Kashyap]

Hi @CA5 ,

In HRSD, the COE is the core structure for organizing HR services. ServiceNow provides several out-of-the-box COEs (exact count can vary by release). You can create Topic Categories, Topic Details, and HR Services to model business requirements. Catalog Items or Record Producers then create cases in sn_hr_core_case; HR templates, approvals, and SLAs can be attached to services. Create HR Groups and Roles for fulfillment teams, and ensure each HR agent has an HR Profile to access and manage HR cases.

In Knowlegde management 

I shared the screenshot for the module.

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

[MaxMixali]

Hi hope that can help, make an architecture it's not so fast and easy.  But you need to define better the organization of the service catalog respect the organizative structure of this company

Hi this is an example of HR Management.

Country-Based Approach

1. HR Case Management Structure
COE (Center of Excellence) Setup
Global COE Structure (Standardized Worldwide):

├── HR Benefits
├── HR Compensation & Payroll
├── HR Learning & Development
├── HR Employee Relations
├── HR Onboarding & Offboarding
└── HR General Inquiries
Design Principle: COEs are defined globally and remain consistent across all regions.

Topic Category → Topic Detail → HR Service Hierarchy
COE: HR Benefits
HR Benefits (Global COE)
│
├── Topic Category: Health Insurance
│ ├── Topic Detail: Medical Coverage
│ │ ├── HR Service: Medical Plan Enrollment - US
│ │ ├── HR Service: Medical Plan Enrollment - Canada
│ │ ├── HR Service: Medical Plan Enrollment - UK
│ │ ├── HR Service: Medical Plan Enrollment - Germany
│ │ ├── HR Service: Medical Plan Enrollment - India
│ │ └── HR Service: Medical Plan Enrollment - China
│ │
│ └── Topic Detail: Dental Coverage
│ ├── HR Service: Dental Plan Enrollment - US
│ ├── HR Service: Dental Plan Enrollment - Canada
│ └── HR Service: Dental Plan Enrollment - UK
│
├── Topic Category: Retirement Plans
│ ├── Topic Detail: 401(k) Plans
│ │ └── HR Service: 401(k) Enrollment - US
│ │
│ ├── Topic Detail: RRSP
│ │ └── HR Service: RRSP Enrollment - Canada
│ │
│ ├── Topic Detail: Pension Schemes
│ │ ├── HR Service: Pension Enrollment - UK
│ │ ├── HR Service: Pension Enrollment - Germany
│ │ └── HR Service: Pension Enrollment - France
│ │
│ └── Topic Detail: Provident Fund
│ ├── HR Service: PF Enrollment - India
│ └── HR Service: MPF Enrollment - China
│
└── Topic Category: Leave Management
├── Topic Detail: Maternity/Paternity Leave
│ ├── HR Service: Maternity Leave Request - US
│ ├── HR Service: Maternity Leave Request - Canada
│ ├── HR Service: Maternity Leave Request - UK
│ ├── HR Service: Maternity Leave Request - Germany
│ ├── HR Service: Maternity Leave Request - India
│ └── HR Service: Maternity Leave Request - China
│
└── Topic Detail: Sick Leave
├── HR Service: Sick Leave Request - US
├── HR Service: Sick Leave Request - Canada
├── HR Service: Sick Leave Request - Europe
├── HR Service: Sick Leave Request - India
└── HR Service: Sick Leave Request - China

Configuration Summary
ElementScopeStrategyCOEGlobalSame across all regionsTopic CategoryGlobalStandardized globally (Health Insurance, Retirement, Leave)Topic DetailGlobal/RegionalMostly global with some country-specific variationsHR ServiceCountry-SpecificUnique per country with localized workflows

2. Knowledge Management Architecture
KB Category Structure
Knowledge Base Hierarchy:

KB_HR (Root Category)
│
├── KB_Benefits
│ ├── KB_Benefits_Americas
│ │ ├── KB_Benefits_US
│ │ ├── KB_Benefits_Canada
│ │ └── KB_Benefits_Mexico
│ │
│ ├── KB_Benefits_Europe
│ │ ├── KB_Benefits_UK
│ │ ├── KB_Benefits_Germany
│ │ ├── KB_Benefits_France
│ │ └── KB_Benefits_Netherlands
│ │
│ ├── KB_Benefits_APAC
│ │ ├── KB_Benefits_India
│ │ ├── KB_Benefits_China
│ │ ├── KB_Benefits_Singapore
│ │ └── KB_Benefits_Australia
│ │
│ └── KB_Benefits_Global (Universal articles)
│
├── KB_Compensation_Payroll
│ ├── KB_Payroll_Americas
│ │ ├── KB_Payroll_US
│ │ └── KB_Payroll_Canada
│ │
│ ├── KB_Payroll_Europe
│ │ ├── KB_Payroll_UK
│ │ ├── KB_Payroll_Germany
│ │ └── KB_Payroll_France
│ │
│ └── KB_Payroll_APAC
│ ├── KB_Payroll_India
│ └── KB_Payroll_China
│
├── KB_Learning_Development
│ ├── KB_LD_Global
│ └── KB_LD_Regional (if needed)
│
├── KB_Employee_Relations
│ ├── KB_ER_Americas
│ ├── KB_ER_Europe
│ └── KB_ER_APAC
│
├── KB_Onboarding_Offboarding
│ ├── KB_Onboarding_US
│ ├── KB_Onboarding_Canada
│ ├── KB_Onboarding_UK
│ ├── KB_Onboarding_Germany
│ ├── KB_Onboarding_India
│ └── KB_Onboarding_China
│
└── KB_Policies
├── KB_Policies_Global
└── KB_Policies_Country_Specific
├── KB_Policies_US
├── KB_Policies_Canada
├── KB_Policies_UK
├── KB_Policies_Germany
├── KB_Policies_India
└── KB_Policies_China

HR Group Setup - Country-Based

Format: HR_[COE]_[COUNTRY]

Examples:
- HR_Benefits_US
- HR_Benefits_Canada
- HR_Benefits_UK
- HR_Benefits_Germany
- HR_Benefits_India
- HR_Benefits_China

- HR_Payroll_US
- HR_Payroll_Canada
- HR_Payroll_UK
- HR_Payroll_Germany
- HR_Payroll_India
- HR_Payroll_China

- HR_EmployeeRelations_US
- HR_EmployeeRelations_Canada
- HR_EmployeeRelations_UK
- HR_EmployeeRelations_Germany
- HR_EmployeeRelations_India
- HR_EmployeeRelations_China

- HR_LearningDev_US
- HR_LearningDev_Europe (can cover multiple countries)
- HR_LearningDev_APAC (can cover multiple countries)

- HR_Onboarding_US
- HR_Onboarding_Canada
- HR_Onboarding_UK
- HR_Onboarding_Germany
- HR_Onboarding_India
- HR_Onboarding_China

Complete Group Structure by Region**

HR_Benefits_US
HR_Benefits_Canada
HR_Benefits_Mexico

HR_Payroll_US
HR_Payroll_Canada
HR_Payroll_Mexico

HR_EmployeeRelations_US
HR_EmployeeRelations_Canada
HR_EmployeeRelations_Mexico

HR_Onboarding_US
HR_Onboarding_Canada
HR_Onboarding_Mexico

Europe

HR_Benefits_UK
HR_Benefits_Germany
HR_Benefits_France
HR_Benefits_Netherlands
HR_Benefits_Spain

HR_Payroll_UK
HR_Payroll_Germany
HR_Payroll_France
HR_Payroll_Netherlands
HR_Payroll_Spain

HR_EmployeeRelations_Europe (can handle multiple countries)

HR_Onboarding_UK
HR_Onboarding_Germany
HR_Onboarding_France

HR_Benefits_India
HR_Benefits_China
HR_Benefits_Singapore
HR_Benefits_Australia

HR_Payroll_India
HR_Payroll_China
HR_Payroll_Singapore
HR_Payroll_Australia

HR_EmployeeRelations_India
HR_EmployeeRelations_China
HR_EmployeeRelations_APAC (regional coverage)

HR_Onboarding_India
HR_Onboarding_China
HR_Onboarding_Singapore