Looking to gather thoughts on what a newly trained HR admin could do.

[howardrichter]

All i hope your staying safe,

We are about to move from the original (non-scoped app) to the HR scoped app. And my customers (i.e. HR departments) want to start have their team members manage the app.

So., I have recommended that they take the SN admin class as well as both HR classes. Also, that they take as much of the free training on HR. They have time for.

So, my questions is, how can I verify that they are ready to start with even some of the simple configuration changes, before giving them the big items.

I am thinking that after attending the SN admin class (maybe getting a cert) and the first HR class. They could do

1. Define and manage HR Services, Categories, HR Service Catalogs,
2. Manage content on the Employee Service Center and define which employees can access the content
3. For example (Banners, Calendar, Events)

Also, would the delegated developer, be an idea?

Remember these are HR personal, who were just users and now want to make changes when needed faster (i.e. a banner with you paycheck might be delayed 24 hours).

Thoughts?

[howardrichter]

Hey Michael, hope you’re doing well. First thank you and Christian for the info. The key issues trying to convince the HR teams management, that once you attend the class. The new developer (former HR admin) can’t just go in and (for example) develop/build a new life cycle event. With out some hands-on experience first. From what I see the HR Delegated Developer, is going to be the way to go (I assume that they can build their own update sets with that). But (as we all were newbies once), what damage they can do (even in non-prod), without experience.

Stay safe,

Howard

[Christian Prob2]

Since I don't know how large your organization is - also be aware that HR presumes in my view way more 'organizational' concepts than in ITSM. All success-story HR implementation I am aware of spent significant time to hash out their HR Org structure and how to link that to the CoEs in ServiceNow. So while one can 'just' go in build a first Lifecycle event, it is also important to understand the architecture behind those (especially when using lifecycle events) - and define some guideline for example for when to create HR services on the LE CoE and when on the other HR CoEs. 

[Vivektietsood · Accepted solution]

I think all good suggestions so far. To me HR admins should be able to configure all the key parts of HR service delivery.

I will definitely recommend trying these configuration on a sub-prod instance so they they get a hang of the real system apart form training and when it comes to rolling out the app maybe then roll it out to a selected group of employees with selected HR admins to test how the adoption or HR admins are performing, and then use the feedback mechanism to improver the service delivery when a roll out across enterprise happens.

I would also stress the fact that HR Delivery is not like IT Service Management delivery. Key points being:

Parallels between ITSM and HRSM.

Incident ticket is HR Case

ITSM Portal is HR portal

User in ITSM is HR profile in HRSM

Knowledge Management in ITSM is Knowledge in HRSM

Un-parallels between ITSM and HRSM

Generally, Employee experience matters more in HRSM than ITSM. Organizations can't expect their employees to treat customers well if they (employees) are not treated well. An example is ITSM an incident is typically set to resolved when the service desk finds a solution, however in HRSM a case is typically set to waiting for acceptance once HR service desk responds or answers to the case.

I wrote a few articles on HRSM. Sharing links here with the hope you or HR admins find these helpful

HRSD Series 1 Article 1: HRSD Basics

https://community.servicenow.com/community?id=community_article&sys_id=6d67ec671bf590103222ea89bd4bc...

HR Portal, HR Center of Excellence and HR Service

https://community.servicenow.com/community?id=community_article&sys_id=ce97de05db069c1066f1d9d968961...

HR Roles

https://community.servicenow.com/community?id=community_article&sys_id=6724ccfbdbc82010b1b102d5ca961...

HR Integrations

https://community.servicenow.com/community?id=community_article&sys_id=4d696d27dbc6dc507d3e02d5ca961...

Again it all boils down to HR admins being able to ensure that the following Key features of HR delivery are delivery seamlessly

Key Features of HR Service Delivery

HR Services: HR services are the requests and assistance an HR organization provides its employees, such as benefits enrollment, direct deposit setup, and requests for relocation assistance. They are the starting point for HR case creation and define the request to fulfillment process for HR cases.

HR Case Management: HR cases hold the details of the employee’s HR request or inquiry. Instead of sending emails back and forth or having multiple phone calls, all information is captured on the HR case record. HR cases include several components such as related knowledge articles, approvals, and fulfillment instructions for the HR professional.

HR Case Auto Assignment: Employees can submit HR requests through the Employee Service Center or through an email or phone call to an HR professional who will then create an HR case. When an HR case is submitted, the system may automatically assign it to the right group and the right HR professional based on their skills, location, and workload.

NOTE: You may use Advanced Work Assignment (AWA) to automatically assign work to agents based on their availability, capacity, and optionally, skills.

HR Bulk Case Creation: The Create Bulk Cases module allows HR professionals to create many of the same types of cases for multiple employees. For example, onboarding 20 new hires, a payroll run issue, or an annual recertification process. 

Employee Service Center: Employees can engage with HR using the optional Employee Service Center. The Employee Service Center is a consumer-like self-service application that allows employees to search the knowledge base, chat with support, open an HR or IT case, acknowledge and electronically sign documents, and update some of their own profile information.

Forums: Employee forums help employees collaborate with other employees in the organization. Forums can be moderated by the organization, used to share business information, promote employee engagement, encourage ideas and feedback, and give employees a voice. Forums are an important part of the self-service strategy as users can receive quick responses to their questions, review blogs or videos, or read past conversations that discuss their issue.

Campaigns: HR may use Content Delivery to create and deliver information to employees. Content can be displayed on the Employee Service Center or sent out as a mass email. Groups of content may be organized as a campaign. Campaigns are bundles of content that are delivered to specific audiences at specified times. The audience type for content or a campaign may be set using the user record, user criteria, HR profile record, HR criteria, or by uploading a file.

Virtual Agent and Chat: ServiceNow Virtual Agent is a platform for providing user assistance through conversations within a messaging interface. Organizations design and build automated conversations that help employees quickly obtain information, make decisions, and perform common work tasks.

Natural Language Understanding (NLU) allows virtual agents to understand simple, everyday language, determine the employee's intent, and deliver more accurate and helpful responses

HR Knowledge Base: ServiceNow's knowledge base centralizes HR information to provide employees with a searchable library of policies, procedures, and other information. HR professionals can also reference knowledge articles as part of HR case resolution and can attach relevant articles to the case.

Lifecycle Events: When an employee contacts HR, they speak in terms of life events; for example, having a baby. From an HR perspective, that event may get translated into several services that need to be performed. For example, tasks may need to be completed by payroll, IT, benefits, etc. The ServiceNow Lifecycle Events for Enterprise (LE) application allows collections of activities to be defined that detail the process for these life events.

Please mark helpful or accept solution so that it helps others with a similar question

[Vivektietsood]

@howardrichter - Please accept solution so that this thread can be closed, and it helps others with a similar question. Thanks 

[brandi_head]

@Vivektietsood the information you provided is very helpful to me.  Can you clarify or confirm that the intention is for HR Admin to perform HR Admin duties in the Production system directly?  Assuming that they are properly trained.  Or is the HR Admin role intended to be sub-prod with a subsequent update set push to a Prod environment?