ServiceNow – HRSD Overview

• ServiceNow HRSD helps HR Professionals and employees by automating tasks and helps
HR to deliver services to employees in a timely manner.
• HRSD is used by employees and HR professionals throughout the organizations.
• HRSD can help organizations to provide seamless services to employees with the help of
different HR activities. HRSD provides a complete portfolio of solutions.
Human Resources Service Delivery is a scoped application within the ServiceNow platform
that helps organizations to digitize and streamline all HR processes and activities all in one place.
There are a lot of similarities if you are aware of the basic ITSM and platform concepts -
1. HR Profile is like Users Table
2. HR Cases are like Incidents (it's just they are all segregated based on the individual
COEs)
3. HR Criteria is like User criteria
4. ESC portal is like the SP which helps end-users interact and view, request, and complete
actions
5. HR tasks are like Incident tasks
6. HR catalog is like Service Catalog - list of items available as an offering for the users to
request

HR Case Creation Service Management includes the following components (some of these
are paid plugins)-
 • HR Case Management
• Employee Service Center
• HR Integrations
• Lifecycle events
• HR Performance Analytics
• Mobile – HR onboarding app
• Employee Document Management

The HR data model is defined as follows:

HR COE (Centre of excellence) Table where the HR cases are created
e.g. PAYROLL
Topic Category First level of categorization (Consider Category on the Incident table)
e.g. PAYROLL ADMIN
Topic Details Second level of categorization (Consider sub-category on the Incident table)
e.g. DIRECT DEPOSIT
HR Service is the key field based on which mostly the routing of the cases are defined
e.g. PAYROLL SETUP/ DIRECT DEPOSIT SETUP

ROLES
HR CORE Assigned to HR agents, managers or privileged users who configure the HR core
configurations
 • Admin
• Basic
• Manager

Client Roles (hrsm and hrsp)

All the roles mentioned below are both HRSM and HRSP, giving backend access and portal
access to employees.
e.g. sn_hr_core.hrsm_alumni & sn_hr_sp.hrsp_alumni
• Alumni
• Contingent
• Contractor
• Employee
• New Hire

Lifecycle events: When an employee contacts HR, they speak in terms of life events; for
example, having a baby. From an HR perspective, that event may get translated into several
services that need to be performed. For example, tasks may need to be completed by payroll, IT,
benefits, etc. The ServiceNow Lifecycle Events for Enterprise (LE) application allows
collections of activities to be defined that detail the process for these life events.

HR PROFILE
When an HR profile is created for an employee and the employment start date and employment
type fields are completed, the system automatically assigns them a client role. Client roles are
used to grant the employee access to HR-specific parts of the system and allow them to be added
to HR cases. Following are methods to create HR profiles for users -
• Create Manually
• Bulk Create HR Profiles
• Import from excel
• Integrate with external tools

Opened for vs Subject person

Opened for is the person requesting the HR service. The person the HR service request is for.
When you make an HR service request for yourself, the Subject person and Opened for the
person are the same.
For example, a manager requesting an HR service for a direct report. In this example, the
manager (Opened for) made an HR request on behalf of an employee (Subject person).

HRSD provides ways to make HR case resolution more efficient using HR templates, tasks,
checklists, response templates, and fulfillment instructions. Though this information is not
required, using them helps ensure HR cases are assigned and resolved in the same way.
Templates
HR templates populate data and may create tasks for the case. Cloud Dimensions leverages HR
case templates for their HR services. The template referenced on the HR service is used to
populate fields on the HR case record. e.g. the HR template assigned to the Dental Benefits
Inquiry HR service record defines the skills, short description, and assignment group for Dental
Benefits Inquiry cases.

Checklists
Checklists may also be added to each HR service. They are typically used to inform the HR
professional on the steps needed to complete the request and to ensure the proper procedure is
followed. Checklists are especially useful when the process is long or complicated. Checklists
remain static for each HR service.

HR service fulfillment types

When configuring an HR service, it is important to know which type of case needs to be created.
Review the descriptions of different fulfillment types with examples.
Simple
• Use manual for simple cases that require no additional tasks or process/workflow
configurations.
• Example: Tuition reimbursement
Service Activity
• Use service activities when approvals or tasks must be completed as part of the HR
service. After the HR service record is initially saved, the Service Activities related list is
displayed and activities may be configured. Additionally, they may be configured to close
the case automatically when all tasks are complete.
• Example: New hire documentation
Workflow
• Use a workflow from the HR template to fulfill the HR service. To use workflow in the
fulfillment type, the workflow must be specified in the template. The workflow field is
read-only once workflow is selected as the fulfillment type.
• Example: Approval for a promotion request
Advanced
• Use advanced to build fulfillments using combinations of workflows with tasks,
approvals, or an existing workflow.
• Example: Employee travel visa request

Flow
• Use an item from the Flow Designer to fulfill the HR service.
• Example: Approval and tasks for a merit increase

HR Tasks
HR tasks are used to divide HR casework into manageable steps. HR tasks may be defined on the
HR template associated with an HR service or manually created from the HR case record using
the Add Task-related link. If tasks are defined on the template for the HR service, they will
automatically be added to the case record.

Bulk HR Cases Creation

The Create Bulk Cases module allows HR professionals to create many of the same types of
cases for multiple employees. For example, onboarding 20 new hires, a payroll run issue, or an
annual recertification process.

• Upload file- Upload a file that will be used to create multiple HR cases. Upload an excel
file with the employee's name [user_name] or employee email [email] as the first column
of the file. The system uses the field in the first column to populate the subject person
field on the case.
• HR criteria - Use one of the predefined HR criteria conditions to filter the list of
employees. For example, to create bulk cases for remote employees, select the Remote
Employees HR criteria condition.
• HR profiles - Use HR profile information to filter the list of employees. Create a filter
from the records in the HR profile [sn_hr_core.profile] table.
• Users - Use the user table to filter the list of employees. Create a filter from the records
in the user [sys_user] table.

HR Documents
HR document templates dynamically create letters that can be sent to or on the employee's
behalf. They may include fields populated with information from the employee’s HR profile or
user record so that the document is personalized for that recipient. When the HR document
template is configured, the fields are defined and mapped to fields in the system so that the
appropriate information is automatically added to the document. Types:
• Document template
• PDF document template

Ways to generate HR Documents:

Automatically
• Automatically send a document to the subject person.
• E.g. a non-disclosure agreement is sent to an employee to gather their signature or
acknowledgment but is generic in nature and does not require review.
Multiple Signatures
• If multiple signatures are required, the final version of the document will automatically
be generated once all signatures have been captured.
• E.g. when an offer letter is sent to a new hire that requires a signature from the new hire
and the hiring manager.

Preview, Sign, or Save

 • Some documents require an HR professional to review, sign, or save it prior to sending it
to the subject person.
• E.g. when a subject person requests an employment verification letter. This document
requires an HR professional to review it for accuracy, sign it electronically, and send it to
the requested recipient.

eSignature on the documents

An eSignature captures an electronic signature associated with a document or HR task. The
eSignature feature allows the employee or HR professional to type or draw their name. Once
they click accept, the system generates an HR document and attaches a picture of the signature to
it.
Note: E-signatures are not the same as digital signatures.

Employee Service Center

Create custom content for the Employee Service Center using the Content Delivery > Manage
Content > Portal Content module. An audience can be used to limit which employees see the
content and start and end dates may also be used. This is especially useful for campaigns, like
open enrollment, that is only offered at specific times of the year and to specific employees.

Portal content configurations

Content Delivery > Manage Content > Portal Content
• Banner
• Calendar
• Event
• Image-based link
• Rich Text
• Styled Document
• URLs
• Video

Audience configuration
Content Publishing > Manage Content > Manage Audiences
• Upload a file with the names of the users
• HR Criteria
• User Criteria
• HR Profiles
• Users

Use - Manager HR catalog module to create new catalog items/categories and manage the
catalog completely.