LifeCycle Events & Journeys_HRSD

[ASHU_1]

Hello Community,

Happy Thanksgiving!

1. I wanted to understand if we have to design process for Journeys and Life Cycle events, what should be the process - How to capture requirements, is there a template? how to conduct workshops, is there a template - Please guide to exact link.

2. If I am designing a process for Onboarding,  understand we need to create an HR Service (Onboarding) and I know only one fulfillment type can be selected, but if we have both Life Cycle Events and Journeys, then how do we select both, do we have to create two separate HR Services (same HR Service name, same record producer, jus two different fulfillment types?) is this correct or we just need to create only one HR Service, then how can we select both LE and Journeys.

3. I understand Life Cycle Events have Activity Sets and Activities and Journeys have stages, if both are selected Employees and Managers get a combined look at both as consolidated view in Employee Center, but how to determine which will come first - Life Cycle Events Activities or Journeys stages, and can both be combined to derive the sequence. E.g. First step is from LE, then second step is from Journeys, then third step is from LE again, can we do this, if yes how?

4. With Journey Designer, Employees and Managers can see both LE activities and Journeys stages in one view, earlier was it different? where was the earlier view for each of them.

@Susan Britt @John Zhang1 @Krista Terban @Rew Adams1 @Krista Forget @Scott Smith @Krista Forget 

[Seema Hegde]

1. Review the Enterprise Onboarding and Transitions Success pack. You should find relevant assets and templates that you can use as a starting point, and adapt it for your project requirements.
2. You need one primary HR service. Your fulfillment type will be "Journey". Set your new journey in the "Journey configuration" field. 
3. Remember that Journey tasks are actually journey accelerator tasks, and can be less complex.
   1. If it's a simple task assigned to an employee (manager / mentor / new hire), pulse surveys - it can go in the associated journey plan. 
   2. If it's a more complex task like initiating background checks, submitting a child case/request, e-sign/docusign, integration, etc., should come under Lifecycle.
   3. My general rule of thumb is that most of the pre-hire/pre-boarding activities fall under lifecycle, and Day 1 and post Day 1 tasks that are simple fall under the journey accelerator plan.
4. The Journey pages in the portal are newer and meant to provide a unified view, and is the recommended way to proceed.

[ASHU_1]

Thanks Seema - This really helps.

1. So you are saying, if an HR Service requires both fulfillment types (LE + Journeys) You still need to create only HR Service with one record producer, and select Journeys as Fulfillment type.

2. Then, create Journeys steps and LE Activity sets and activities.

3. I understand what steps comes under Journeys and LE, I am asking how do derive the order, that LE Steps/stages would be first and then Journey Step/Stages.

4. I understand its a newer and recommended way. I need to understand what was the earlier way to help understand anyone that this newer unified view is better.

* There was a video on Journeys, where 2 HR Services were created. is it recommended? In which scenario would you create two HR Service for LE and Journey Fulfillment types (https://www.youtube.com/watch?v=axRs23GXXBE&t=493s)

Thank you once again.

[JT8]

Hi @ASHU_1 ! 

It's difficult to address some of your questions due to the amount of business-dependent inputs (i.e. many answers will depend on your use case/client/need)

In addition to what Seema has referenced, I personally found that 'learn by doing' helped me the most by looking at examples via the Onboarding Pack on the ServiceNow Store. and the Journey Designer pack. You will soon find that the flexibility in what you set up is powerful but also just how much is up to your business need/goals.

regarding #3 and #4 

3. I understand what steps comes under Journeys and LE, I am asking how do derive the order, that LE Steps/stages would be first and then Journey Step/Stages.

• JT response: I would recommend use the journey designer guided setup in the platform for this! I agree with Seema's approach, as the guided setup will show you a visual diagram of what this setup looks like. It is hard to answer this question because there can be journey plans that are persona-specific.
  One silly example: you could have a journey task for HR to complete a background check that is Pre-Day 1. However, journey tasks are not optimized for this since background checks can get complicated and cross-functional.
  
  One important concept you should keep in mind is that Journey Plans serve as a kind of 'wrapper' around lifecycle events - very helpful for non-ServiceNow admins, agents/fulfillers who are looking for more abstraction

4. I understand its a newer and recommended way. I need to understand what was the earlier way to help understand anyone that this newer unified view is better.

• JT Response: due to how many releases/solutions this depends on how far back we want to go! Here's how I would frame it: the newer view is better because it allows us to customize in all the right areas without impacting the key end-user experience (new hires, managers). Before this, customizations were more complex to implement with a higher probability of technical debt. Finally, the unified view was developed and designed specifically for an improved end-user experience -- in my opinion not using the latest view could be seen as analogous to not upgrading a laptop's OS**
  ***of course there could always be valid reasons but if you want a setup that lasts, it is best to keep looking ahead