Content pack for HR Service Delivery

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Content pack for HR Service Delivery

    The Process Mining content pack for HR Service Delivery (HRSD) enables ServiceNow customers to analyze HR-related service processes, identify bottlenecks, and improve case handling efficiency. This content pack supports data-driven insights into key performance indicators (KPIs) related to customer service cases in HR, facilitating enhanced user experiences and operational improvements.

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    Key Features

    • Pre-built Optimization Project: Includes predefined HR service case workflows and, if installed, Lifecycle Events cases. The default project filters data from the last two quarters but can be customized or extended using Project Builder.
    • Activity and Breakdown Definitions: Allows understanding of case state transitions (e.g., from work in progress to solution proposed) and filtering of case data by categories such as channels, products, assignment groups, and locations for detailed process analysis.
    • Role-Based Access: Requires specific role combinations for accessing and analyzing process data through Analyst Workbench, including roles for process optimization and HR core functions.
    • Integration with Continual Improvement Management (CIM): If CIM is enabled, improvement initiatives related to HR cases can be tracked and linked automatically to the Process Mining projects, supporting continuous process enhancements.
    • Integration with Performance Analytics (PA): Enables launching Process Mining analyses directly from Performance Analytics indicators related to customer service cases, enhancing insights and reporting capabilities.
    • Access to Apps and Updates: Customers can browse and request additional related apps via the ServiceNow Store and review cumulative release notes for ongoing updates.

    Practical Benefits

    By leveraging this content pack, ServiceNow customers can:

    • Visualize and analyze HR service delivery processes using Analyst Workbench.
    • Identify and address bottlenecks in case workflows to reduce delays and improve HR service quality.
    • Customize process definitions and filters to match organizational needs and reporting requirements.
    • Integrate process mining insights with broader improvement initiatives and performance metrics for comprehensive management.

    Using the Process Mining content pack for HR Service Delivery enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    For more information about enabling the HRSD Process Mining Content Pack, see Activate Process Mining content packs.

    End user and roles

    If you have the required roles, you can use Analyst Workbench to access the visualized process workflow data, and tools for analyzing the data related to customer service cases. For more information, see Analyst Workbench.

    The following combinations of roles are required for using the Process Mining application with HR Service Delivery.

    Table 1. Combinations of roles
    Process Mining role HR Service Delivery role
    sn_process_optimization_admin sn_hr_core.admin
    sn_process_optimization_power_user sn_hr_core.case_writer
    sn_process_optimization_analyst sn_hr_core.basic

    Optimization project for HR cases

    The HRSD Process Mining Content Pack (com.sn_hr_process_optimization) adds a pre-built project that includes predefined HR service cases and, if installed, Lifecycle Events cases project definitions. By default, the project filters cases for the last two quarters. You can also configure a new process project based on the pre-built project. For more information, see Create a project or template using Project Builder.

    The project definition includes default activity definitions and breakdown definitions for cases that you can use as they are or modify for a custom configuration.
    • Use activity definitions to understand state transitions such as cases transitioning from the work in progress state to the solution proposed state and analyze the linked processes such as Problem (PRB) records.
    • Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the case data by different channels, products, assignment groups, and locations.

    Continual Improvement Management initiative for HR cases

    If the Continual Improvement Management (CIM) application is enabled, you can also use the CIM project from the Analyst Workbench to track the progress of improvement initiatives for HR cases. The improvement initiative and Process Mining project are automatically linked. For more information, see Integration with Continual Improvement Management.

    Performance Analytics for HR cases

    If the Performance Analytics (PA) application is enabled, you can also use the available template configurations to open the Process Mining application from a Performance Analytics indicator based on the customer service case data. For more information, see Integration with Performance Analytics.