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!

[sherrythakur]

Hello, 

How do your admins differentiate between the HR and IT tasks? Like operational and enhancement development/config work as opposed to system upgrades, storage, data maintenance etc.

Thanks

[Susan Britt]

Hi @JeremyHoffman 

I would recommend implementing Universal Requests to allow two separate teams (IT and HR) to work issue/inquiry that may come in from an employee regarding the HR systems.  This will allow you to have a seamless experience for the employees.  They will not need to know who handles what type of issue, and the request #/type will not change in their view.  In the backend though, the request can be properly handled between HR and/or IT, so the right tasks types are used (e.g., HR Case, Incident), SLAs, routing, etc.  HR and IT can transfer between departments and open child records, as both may need to be involved in the process.

I would recommend having your HR Systems in the CMDB, if you have other systems there, with the expectation of using Major Incident for outages.  You'll want that association for Change Requests, Problem, and Incidents.  

[Christian Prob2]

Hi @JeremyHoffman   

I think @sbritt summarized it pretty accurately.

You are probably aware that you will have to make some compromises and identify what your biggest constraints are:

If you want to use the major incident process, you have to use the ITSM / Incident module, without crazy customizations that is just not an option only within the HR module.

Looking at your requirements: 

• 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.

it sounds like you are slightly more biased towards a great customer = employee experience, and are willing to make compromises on the delivery side - in my opinion usually the better approach - then the universal request path is the path to use. More work on the fulfiller side, but that can be better managed.

Christian