Scope/Guidelines for Transitioning HR Services to ServiceNow

[Shawnyuan]

Hey everyone,

We are preparing to roll out HRSD for HR services. My understanding is that, in the future, most employees will use ServiceNow for their inquiries instead of approaching HRBPs directly. My question is, does anyone have guidelines or categories for which services should be moved to ServiceNow (e.g., those that can be standardized) and which should remain with HRBPs as the first point of contact? Thanks!

[AJ63]

HI @Shawnyuan 

i think good start would be this high level COE from SN and then you can start drill down into each of this with business.

Thanks!--AJ

[Sandeep Rajput]

@Shawnyuan There are no such specific guidelines related to HR Services. It solely depends on the HR Process owners which HR Services they would like to move first to ServiceNow. Some of the criteria for choosing these Services could be the following.

1. HR Service which needs coordination from multiple departments e.g. (Onboarding, Offboarding, relocation etc.)

2. HR Service which has associated knowledge articles which can be used to quickly resolve the cases 

3. HR Service where the automatic case routing is required 

4. HR Service which need to offer Self-Service via ESC portal and Virtual agent where the employees can raise cases on their own

5. HR Services where SLAs and reporting are important.

The ultimate aim should be to transfer all the HR Services so that no cases are handled manually outside ServiceNow.

Hope this helps.