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HRSD - FAQ

Updated: Nov 28, 2022

We assume that you have knowledge of basic IT Service Management, and are familiar with modules like incident, knowledge, problem, and change management.


There are

Parallels between ITSM and HRSM.

  • The incident ticket is HR Case

  • ITSM Portal is HR portal

  • User in ITSM is HR profile in HRSM

  • Knowledge Management in ITSM is Knowledge in HRSM


Un-parallels between ITSM and HRSM

  • Generally, Employee experience matters more in HRSM than ITSM. Organizations can't expect their employees to treat customers well if they (employees) are not treated well. An example is ITSM an incident is typically set to resolve when the service desk finds a solution, however, in HRSM a case is typically set to waiting for acceptance once the HR service desk responds or answers to the case.

Un-parallels between Service Catalog and HRSM

  • Please do not use HRSM for only onboarding and offboarding. If you need to use HRSM for only onboarding and offboarding, please use Service Catalog. It will save you significant license costs.

There are three main parts to HR SM

1) Case and Knowledge Management:


The Case and Knowledge Management application allow organizations to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.

From the Employee Service Center (HR Service Portal), employees can inquire or request HR services from the following categories:
  • Benefits

  • Employee Data Management

  • Employee Relations

  • General

  • HR Systems

  • Payroll

  • Talent Management

  • Visas


An HR case is created when an HR service is requested through the Employee Service Center.


Agent Case Creation Employees can inquire about HR services via email, chat, or phone. HR agents can create an HR case based on a Center of Excellence (COE) or HR service. After an HR case is created, it is assigned to an HR agent and/or an assignment group via the HR service and associated HR template. HR cases can have one or more associated HR tasks or HR child cases that make up the parent case.


2) HR Portal

Employees can use the HR Service Portal as a self-service way to get information on HR benefits, organization policies, or request help from the HR team.

From the HR Service Portal, you can:

+ View top-rated knowledge base articles or search for HR knowledge articles that answer your questions to quickly access top-rated articles. As you type, articles are suggested based on keyword

  • View your HR profile and upload a company photo. You can update fields that are not disabled in your HR profile.

  • View your HR cases, requests, approvals (if you are an approver), team, and organization chart.

  • Submit HR questions and requests that are not answered in HR knowledge articles.

  • View weather and a map for your location.

  • Chat with an HR specialist. (An administrator must enable the HR chat queue for the link to appear.)

  • Email HR to create your request.

Browse the HR Service Catalog to: * Enroll in benefits. * Request direct deposit for your paycheck. * Select or modify benefits or beneficiaries. * Request to onboard or offboard employees. * Report or ask about disciplinary issues. * Request HR Service Portal support.

  • View your assigned tasks to complete.

  • View tasks HR, Facilities, and IT are completing


3)Performance Analytics

HR Performance Analytics for the legacy (non-scoped) version of HR Service Delivery measures key performance indicators to track HR performance over time.


The Performance Analytics dashboard provides the following reports for an HR Agent

  • - Volume of Open/Closed Cases by Category

  • - Active HR Cases per Week - by AVG

  • - Active HR Cases by State

  • - Active HR Cases Managed by Agent - Weekly AVG

  • - Active HR Cases SLA Indicator per Week- By AVG


* You can migrate your HR data and roles from the legacy (non-scoped) to the scoped version of HR Service Delivery with the assistance of the HR Migration tool. Scoping encapsulates HR data so that HR administrators can better protect sensitive information.


Please refer to this explanation from the following post :


https://community.servicenow.com/community?id=community_question&sys_id=b21ccf25db9cdbc01dcaf3231f961916


There looks to be the reason why the system is designed the way it is.


There are really two options for how you could address this in ServiceNow's HR Service Delivery product. The first option is a more simple, manual option of the employee submitting a request and then managing everything directly within the case. Leave of Absence is included in the delivered HR Services along with a category structure within the Total Rewards COE table to support this. This option would provide basic tracking of the request and allow for the necessary security and SLAs required for this unique process.


The other option is a more automated process with our Enterprise Onboarding and Transitions application. This would be the recommended route since leave requests tend to have more complexity to them due to conditional and time-based tasking. This application is meant to simplify the configuration of complex processes across the enterprise and is not restricted to only onboarding. Other use cases that the application can support are offboarding, leave management, global relocation, internal transfers, promotions, etc. Any process that has complexity due to conditional criteria is a perfect use case.


For example, most leave requests to start with the employee submitting a request just like the start of the first option. Once the request is approved by a manager, there would be a number of tasks for the employee to complete such as signing documents, reviewing related benefits, etc. Once the employee is on leave, it's likely that the organization would want to lock the employee's IT access, convert their desk to temporary hoteling space, and remind the manager a week before the employee is scheduled to return. It's also common to automatically update the employee's status in the HCM system to reflect their leave. Upon return, the employee's access needs to be reactivated, desk space needs to be reconfigured, and they probably need to sign additional documents. All of these items could be configured to meet your company's specific needs and processes, including any variations in the process based on an employee's location, job level, etc.


All of these items address the process side of the leave but the Employee Service Center adds a personalized experience to the employee during the different phases of their leave. An example could be surfacing special messaging on the homepage about benefits and what to expect while on leave, or presenting a congratulations/welcome back message for employees returning from parental leave.


We have examples of this leave management use case built out for demo purposes if you are interested in seeing what this could look like in action. Please reach out to your Account Executive to schedule a demo if interested.






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We are in need of a tool to manage all of our leave. LTD, STD, FMLA, and Military leave. Is anyone using Service Now for this purpose? If so, what are you using?


There are really two options for how you could address this in ServiceNow's HR Service Delivery product. The first option is a more simple, manual option of the employee submitting a request and then managing everything directly within the case. Leave of Absence is included in the delivered HR Services along with a category structure within the Total Rewards COE table to support this. This option would provide basic tracking of the request and allow for the necessary security and SLAs required for this unique process.


The other option is a more automated process with our Enterprise Onboarding and Transitions application. This would be the recommended route since leave requests tend to have more complexity to them due to conditional and time-based tasking. This application is meant to simplify the configuration of complex processes across the enterprise and is not restricted to only onboarding. Other use cases that the application can support are offboarding, leave management, global relocation, internal transfers, promotions, etc. Any process that has complexity due to conditional criteria is a perfect use case.


For example, most leave requests start with the employee submitting a request just like the start of the first option. Once the request is approved by a manager, there would be a number of tasks for the employee to complete such as signing documents, reviewing related benefits, etc. Once the employee is on leave, it's likely that the organization would want to lock the employee's IT access, convert their desk to temporary hoteling space, and remind the manager a week before the employee is scheduled to return. It's also common to automatically update the employee's status in the HCM system to reflect their leave. Upon return, the employee's access needs to be reactivated, desk space needs to be reconfigured, and they probably need to sign additional documents. All of these items could be configured to meet your company's specific needs and processes, including any variations in the process based on an employee's location, job level, etc.


All of these items address the process side of the leave but the Employee Service Center adds a personalized experience to the employee during the different phases of their leave. An example could be surfacing special messaging on the homepage about benefits and what to expect while on leave, or presenting a congratulations/welcome back message for employees returning from parental leave.


We have examples of this leave management use case built out for demo purposes if you are interested in seeing what this could look like in action. Please reach out to your Account Executive to schedule a demo if interested.


We had a problem with people being on leave and getting tickets assigned to them. I created a little something: Added a couple of fields to the user's profile so that any user who has roles can update when they are not in the office (start date and end date) and they would be excluded from their AG at the time, so no new tickets can be assigned to them. Also, if you are a manager, you can update your employee's leave time. See screenshot below to give you an idea.


It can be access from the navigation menu - I created a view on the profile page and direct users there.




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