HR Case Management or IT Service Management

[JeremyHoffman]

Hello! I am looking for feedback to see what other organizations are doing to support backend HR Systems.

We are currently on Quebec. We will be upgrading to San Diego in mid May. We are licensed for ITSM Pro and HR Service Delivery Pro. 

Background:

We have a Shared Services Technology group that reports up into the HR organization:

• They provide system level support (system access, break/fix support, enhancements, integration support, and *report development/access) for Workday, UKG (Kronos), and Cority (our employee health record system). 
• *Some COE's have SME's to develop and maintain reports.
• The team has an assignment group both in ITSM and HR Case.
• There are members in the Case assignment group that are not in the ITSM Assignment group.

How is the Shared Services Team engaged?

• From an HR point of view:
• Employee calls into the HR Service Center to open a case or submits a case through the Service Portal.
• Following fulfillment instructions the case is either resolved, escalated to a COE, or sent directly to the Shared Services team (these are all Krono's back end system related services).
• If the case is sent to the COE and the COE determines they need the help of Shared Services, the COE will submit a MS Teams form to engage the group. 
• From an IT point of view:
• Employee is having "technical issues" with Workday or UKG they will call the IT Service Desk.
• The desk will try to resolve the Incident. If unsuccessful, they will send it to an IT Applications team to investigate.
• An analyst on that team will most like reassign the incident to the Shared Services group for resolution.

Other items to note:

• At times when the COE engages Shared Services, they may need to supply Employee demographics that is considered confidential.
• We are working to add UKG and Workday to our Major Incident process. This process is currently triggered and managed by our IT Service Desk. When a Major Incident is called for Workday or UKG, they will be expected to follow the Major Incident Process.

Problem we are trying to solve:

Streamline how the Shared Services team is engaged regardless of how the issue or inquiry is reported while reducing the complexity of how the team manages their work. 

Guidelines/expected outcomes:

• Implement with minimal customizations (no customizations preferred)
• Zero impact to Employees for reporting of viewing their issues/inquiries
• Minimal to zero impact to the HR Service Center or IT Service Desk to create appropriate record type
• Single stream used to engage Shared Services.
• Improve how Shared Services team views and manages their work as a whole.

There is much debate as to what Application the Shared Services team should use; HR Case Management or ITSM.

One concern is if Case management is the choice, how would it be able to tie into the Major Incident Process?

I am not sure there is truly a right or wrong answer. I am interested in hearing thoughts in general based on the information I provided above and how other organizations utilize ServiceNow in terms of engaging their HR IT team with any additional background to help provide clarity.

Please let me know if you have any questions. Thank you in advance for any replies!

[John Zhang1]

First you shall know the difference between ITSM and HRSD, which will guide you how to implement each of them.

HRSD is a unique scoped application, not a repurposed version of ITSM. The Core HR application works with other HRSD specific applications such as Lifecycle Events, Employee Document Management, the Employee Service Center to provide a full set of HR functions.  HRSD profile contains each employee core data and all HRSD apps will support employee request through HR services.   My organization has implemented HRSD for each COE with all HR Services , not include ITSM.

Information Technology Service Management (ITSM) is a set of workflows and tools for optimally developing, delivering and managing IT services. ITSM is used to handle incidents, service requests, problems and changes – all of which are typically linked through an ITSM platform such as ServiceNow.

We must understand the difference between IT Services and HR Services:

1)  IT Services (IT Service Offering): the scope is covering follows:

• Global onsite / offshore software development.
• Custom software development.
• Bespoke software development.
• Independent software testing.
• Cloud computing services.
• Mobile development services.
• Business intelligence services.
• Technical Support Services.

IT Services are Business services of CMDB.  Our IT is using ITSM to manage all user request excluding HR Service support.

2) HR Services is relating to HR Catalog so each HR Service can be considered a HR Catalog item.   Each COE can contains many HR Services.  Our HRIT is supporting all HR Service request.

Our IT department used ITSM for all user requests before we implemented HRSD.

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct

[JeremyHoffman]

Hi John,

Thank you for the detailed response.

It all makes sense and helps point us in the right direction.

You touch on a subject that I am hoping you could provide more clarity on, regarding the CMDB. Now that your HRIT Team supports the HR systems, are the HR Systems registered in the CMDB and are they maintained?

Also, can you provide clarity on how Changes are tracked for the HR Systems in your environment, if at all?

Kind regards,

Jeremy

[John Zhang1]

Yes, our HR systems like Workday is a a CI of CMDB.  Our HR systems changes will go through Change Request process like other IT systems. 

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct.

[Casey4]

Where would you store the Knowledge articles? does HRSD have its own knowledge base? or is it just one for customers who have both  HRSD and ITSM