ITSM & HRSD

[HoneywellT81616]

What is the process flow of tickets in ITSM and HRSD together? How are these two interconnected?

[Sandeep Rajput]

@HoneywellT81616 

In ServiceNow, ITSM (IT Service Management) and HRSD (Human Resources Service Delivery) can be interconnected to handle scenarios where IT and HR processes overlap, such as onboarding, offboarding, or hardware/software provisioning for employees. The process flow of tickets and their interconnection typically involves the following steps:

1. Ticket Creation

• ITSM: Tickets like incidents, requests, problems, or changes are created to handle IT-related tasks, such as technical issues or hardware/software provisioning.
• HRSD: HR cases are created for employee-related matters such as onboarding, offboarding, benefits, and employee relations.

2. Process Flow in ITSM

• Incident/Request Management: Users report issues or submit requests, which are assigned to the appropriate teams based on categories and impact. IT teams work on resolving these incidents or fulfilling requests.
• Change Management: In some cases, resolving a request or incident might require changes to systems or infrastructure, triggering a change request.
• Task Assignment: Specific tasks can be assigned to different teams, and some tasks may require HR involvement, especially for user account management or software requests for new hires.

3. Process Flow in HRSD

• HR Case Management: HR cases are assigned based on the type of case, such as onboarding, leave of absence, or benefits inquiries.
• HR Task Assignment: HR tasks can be broken down into specific sub-tasks (e.g., background checks, document processing), and tasks related to IT (such as setting up accounts or providing equipment) may be handled through ITSM.

4. Integration Points between ITSM and HRSD

These integration points ensure that both IT and HR tasks are coordinated seamlessly during processes like onboarding or offboarding.

• Onboarding/Offboarding: HRSD triggers the onboarding/offboarding process, and this often includes tasks for IT, such as setting up access, provisioning hardware, or revoking access.
  • HR cases may trigger service requests in ITSM for hardware provisioning or software installation.
  • HR case tasks can automatically create service requests (RITMs) or incidents for IT departments to handle the technical aspects of employee onboarding or offboarding.
• Approvals and Notifications: HR and IT teams may collaborate on approval workflows, and notifications might be sent across departments.
• Shared Tasks: Certain tasks may involve both HR and IT, such as managing employee access, benefits enrollment systems, or ensuring data compliance.

5. Process Completion

• ITSM: The IT team completes their assigned tasks (e.g., provisioning accounts, setting up hardware), and the ticket is closed.
• HRSD: HR completes tasks like profile creation, and the HR case is resolved. If dependent on IT, the case might not be closed until all related IT tasks (like equipment setup) are completed.

Example of Interconnection Flow (Onboarding Scenario):

1. HRSD creates an Onboarding Case.
2. HRSD automatically creates tasks in ITSM to:
   • Provision hardware (IT Request in ITSM).
   • Set up user accounts and grant access to applications (IT Change/Request in ITSM).
3. IT completes their tasks in ITSM.
4. HR completes onboarding, confirms all IT tasks are done, and closes the case in HRSD.

Key Benefits of Integration:

• Streamlined Processes: Automatic task creation between HR and IT avoids duplicate data entry and reduces manual effort.
• Visibility: Both HR and IT can track the progress of shared tasks, improving coordination.
• Automation: Workflow automation ensures that HR and IT tasks are triggered automatically, keeping processes efficient.

This integration allows for smooth collaboration between IT and HR departments, ensuring all aspects of employee service, from IT support to HR inquiries, are managed within a unified system.