Jumpstart Your HR Case and Knowledge
Summarize
Summary of Jumpstart Your HR Case and Knowledge
This Accelerator is designed to help ServiceNow Impact customers quickly understand and leverage the Human Resources Service Delivery (HRSD) capabilities, specifically focusing on HR Case and Knowledge. It demonstrates how to enhance HR service delivery through foundational setup, streamlined case life cycles, AI-powered recommendations via Now Assist, and efficient case management using Agent Workspace. Customers gain clarity on optimizing HR workflows, improving service efficiency, and setting a strong baseline for future HR accelerators.
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Key Features
- Core Configuration: Covers foundational setup for HR Case and Knowledge applications.
- Case Life Cycles: Streamlines workflows to improve HR case management efficiency.
- Now Assist: Integrates AI-powered recommendations to support HR agents.
- Agent Workspace: Provides an interface for efficient handling of HR cases.
Package Availability
This Accelerator is available for the following Impact packages: Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total.
What You Receive
- Session Preparation: Technical Accelerator Consultant provisions a demo instance and activates/configures relevant HRSD and Case and Knowledge plugins.
- Customer Coaching Session #1: Up to 1.5 hours covering HRSD capabilities overview, core demonstrations, leading practices, and next steps guidance.
- Customer Coaching Session #2 (Optional): Up to 1 hour for Q&A on HR Case and Knowledge upon customer request.
- Access and Support: 30-day access to the temporary instance and ongoing availability of the Technical Accelerator Consultant for additional questions or deeper exploration.
- Coaching Materials: Copy of the session deck provided for reference.
Customer Responsibilities
To maximize value, specific roles are recommended or required to participate:
- Platform Owner (Recommended): Oversees ServiceNow platform governance and aligns with business strategy.
- System Administrator(s) (Required): Maintains platform stability, supports ServiceNow applications, and handles configuration tasks.
- Process Owner(s) (Recommended): Senior leaders accountable for relevant business processes ensuring they are fit-for-purpose.
- Trusted Service Partners (Recommended): Attend coaching sessions to understand best practices and support the customer post-engagement.
Additional Information
Further details regarding legal terms, prerequisites, and exclusions are documented in the Impact Accelerator Terms Matrix. Notably, ServiceNow does not implement recommended configuration changes in customer sub-production or production environments.
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
What You Get
- Session Preparation
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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)
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- 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)
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- 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
| 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.