Jumpstart Your HR Case and Knowledge
Summarize
Summary of Jumpstart Your HR Case and Knowledge
Jumpstart Your HR Case and Knowledge is an accelerator designed for Impact customers to provide a clear and practical introduction to Human Resources Service Delivery (HRSD) with a focus on HR Case and Knowledge capabilities. It demonstrates how these applications can improve HR service delivery by covering foundational setup, case life cycles, AI-powered recommendations via Now Assist, and Agent Workspace for case management efficiency. This accelerator helps customers optimize HR processes, boost service efficiency, and set a baseline for future enhancements.
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This offering is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages.
What You Get
- Session Preparation: A Technical Accelerator Consultant prepares a temporary or copy of a ServiceNow demo instance, activating and configuring HRSD and Case and Knowledge-related plugins as needed.
- Customer Coaching Session #1 (up to 1.5 hours): Provides an overview and demonstration of HRSD Case and Knowledge capabilities, shares leading practice content, and outlines next steps.
- Customer Coaching Session #2 (Optional, up to 1 hour): An opportunity for Q&A to address specific questions about HR Case and Knowledge.
- Outputs: Customers receive 30-day access to the demo instance and ongoing availability of the Technical Accelerator Consultant for follow-up questions or deeper exploration. A copy of the coaching session deck is also provided.
Customer Responsibilities
The following roles are essential to maximize the value of this accelerator:
- Platform Owner: Accountable for overall ServiceNow platform governance, aligning teams with business strategy and the ServiceNow roadmap.
- System Administrator(s): Responsible for platform maintenance, support for ServiceNow application cases, and configuration tasks related to software releases.
- Process Owner(s): Senior leaders accountable for ensuring business processes (e.g., incident management, employee onboarding) are fit-for-purpose.
- Trusted Service Partners: Participate in coaching sessions to understand best practices and support ongoing initiatives.
Important Notes
ServiceNow provides configuration guidance but does not implement changes in customer sub-production or production instances. Additional details regarding legal terms, prerequisites, and exclusions are documented in the Impact Accelerator Terms Matrix.
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.