Onboarding Best Practices

[ambert]

Hi ServiceNow Community!

We're looking to bring our on-boarding process into ServiceNow but not exactly sure of the best practices are to accomplish this and curious how other admins do this.   Currently this process doesn't live anywhere.

I was thinking of either using the sc_task table and sc_request table and sc_req_item, though I'm not sure if I would need all three, since I was thinking having a parent record and a number of child records.   Or would it make more sense to extend new custom tables for IT from task called something similar to onb_it_task.   That being said, what is the default purpose for sc_task, sc_request, and sc_req_item?   I believe all three are extended off of the task table.

Thanks!!

[Michael Fry1]

I've used Change, then Request, and Project. I have found in some cases it doesn't matter the order things get done. In other cases, the steps must be done in the a specific order. In Change, change tasks open the task with the same order number, so they can be done in specific order. You could do the same with workflow in Request, which to me makes more sense.

Request (sc_request) is your whole cart. Each items you order is/are your Request items (sc_req_item). The tasks (sc_task) are the steps required to fulfill that Item. Each Item could have different steps (tasks)

[vkambham]

Hi Amber,

I am assuming the Onboarding process you are referring to is to   fulfill IT owned tasks for a New Hire/Employee like creating network accounts, provisioning new computers, application access, etc.

Here are a few things i can suggest:

- Define a catalog item (Order Guide) for new requests. There should be a sample New Hire order guide you can start with. The order guide will result in a Request (sc_request) with one or more Request items (sc_req_items). Your workflows will be attached to Request items ( network account, laptop, phone, app access, etc.) because they will require different Tasks (sc_task) to fulfill. What you need is already there, you need not reinvent the wheel.

- Integrate your Onboarding process with HR's processes. Discuss the process flows and opportunities to automate/integrate ahead.

- Start with simple workflows and tasks before adding complex requirements.

-Venkatesh