Jumpstart Your HR Case and Knowledge

  • Release version: Australia
  • Updated May 6, 2026
  • 2 minutes to read

    • This accelerator provides a demonstration of the possibilities and capabilities of HR Case and Knowledge.

    Accelerator Overview

    Jumpstart Your HR Case and Knowledge provides Impact customers with an easy-to-understand overview of Human Resources Service Delivery (HRSD) and key capabilities of HR Case and Knowledge. This offering helps customers understand how the application can enhance HR service delivery by covering core configuration for foundational setup, case life cycles to streamline workflows, Now Assist for AI-powered recommendations, and Agent Workspace for efficient case management. By exploring these areas, customers gain clarity on optimizing HR processes, improving service efficiency, and establishing the baseline context for future accelerator offerings.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages.

    What You Get

    Session Preparation

    The Technical Accelerator Consultant:

    • Provisions a temporary or copy of ServiceNow demo instance (as applicable)
    • Activates and configures HRSD and Case and Knowledge related plugins where needed
    Customer Coaching Session #1 (up to 1.5 hours)
    • Overview of HRSD Case and Knowledge capabilities
    • Demonstration of core capabilities
    • Provision of leading practice content and information on next steps
    Customer Coaching Session #2 (Optional up on Customer request – up to 1 hour)
    Opportunity for Q&A related to HR Case and Knowledge
    Output(s)
    • 30-day access to the temporary instance and Technical Accelerator Consultant with whom you met for any further questions or in-depth explorations
    • Copy of the Coaching Session Deck

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource Responsibilities Required Recommended
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    System Administrator(s) Responsible for maintaining the stability and usability of the ServiceNow platform by performing application maintenance, managing support for Cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. ✓
    Process Owner(s) A senior leader within each business unit responsible for each major process or service (e.g., incident, change, employee onboarding) and is accountable for ensuring that the process is fit-for-purpose. ✓
    Trusted Service Partners Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support the customer going forward. ✓

    Requested Information / Access

    Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix here.

    Exclusions

    ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.