HRSD Complete Series | HR Service Delivery | HR Management | ServiceNow

Introduction

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Introduction

Hello everyone, welcome back to my YouTube channel. I'm Rohit, and today we'll talk about a complete new series we are going to start called HR Service Delivery (HRSD) in ServiceNow. In this theoretical introductory session, we’ll introduce what HRSD is, how it's beneficial, and provide a small demo. Future videos in this series will delve deeper into various areas and functionalities of HRSD in sequential manner, covering several aspects step-by-step using the 'Cubic' release as our instance for demonstration.

What is HRSD?

HRSD stands for HR Service Delivery. It offers a single place for employees to manage their work needs while protecting them from backend complexity, thereby delivering a great experience to meet modern workforce demands.

Benefits of HRSD

To illustrate the benefits, imagine you as an employee having issues with your payroll, such as night shifts not reflecting in your pay slip. Without HRSD, resolving such issues involves contacting your HR, who may then defer you to the IT team, and everything happens over disconnected channels like email, creating a lack of documentation and transparency. HRSD endeavors to resolve these challenges by providing a centralized repository within ServiceNow, where issues are documented, processed within specific timelines, and all related activities are tracked transparently.

Setting Up ServiceNow HRSD

Activate HRSD Plugins

1. HRSD Core Plugin: This sets up the essential backend core activities.
2. HRSD Service Portal: Enables the Employee Service Center.
3. HR Lifecycle Events: For dealing with lifecycle events.
4. HR Integration: To integrate with third-party HR systems.

Procedure:

• Navigate to “Plugins” in your ServiceNow instance.
• Ensure plugins like “com.sn_hr_core” (HRSD Core Plugin) are activated.

HRSD Modules

Once the plugins are activated, navigate to HRSD modules in the ServiceNow left navigation. You’ll see modules relating to HR case management, HR Administration, HR Integrations and so forth.

Configuring HRSD Services

HR Center of Excellence (CoE)

HRSD helps organize HR data and services into disciplinarily categorized centers of excellence (CoEs). A CoE is essentially a table extending HR case data model, handling parts like payroll, employee relationship, and more. Each CoE can have categories and subcategories which break down data for more organized reporting and task management.

Case Creation

You can create HR cases via the ServiceNow HR Agent Workspace or the Employee Service Center. Roles permitting, an HR professional or the employee could raise HR cases for issues like payroll directly.

HRSD Role Management

Roles in HRSD can be divided into:

• HR Departmental Role: (e.g., HR admin)
• HR Client Role: (for both platform and portal usage)

HRSD Service Configuration

HRSD services can be configured for specific employee workflows. This includes steps for approvals, task assignments, and checklist actions.

Escalations and Matching Rules

HRSD offers flexible configurations for matching rules (e.g., assigning tasks based on resource skills and availability) and escalation processes to ensure that issues are promptly and properly addressed.

Catalog Services and End-user Interaction

HRSD involves creating specific catalog items for employee self-service, which directly links to HR cases within ServiceNow, enhancing service delivery efficiency.

Bulk Case Creation

HRSD supports bulk creation for scenarios such as annual re-certification, leveraging user files or applying conditions to automate multiple case creations at once.

HR Profiles

HR profiles in HRSD are dedicated repositories of confidential employee data, extending but distinct from user profiles in ServiceNow, adding layers of security and structure concerning employee engagement.

Keywords

• ServiceNow
• HR Service Delivery (HRSD)
• CoE (Center of Excellence)
• HR Case Management
• Employee Service Center
• HR Profile
• HR Catalog
• ServiceNow Plugins
• Bulk Case Creation
• HR Escalation
• ServiceNow Configuration

FAQ

Q: What is HRSD in ServiceNow? A: HRSD stands for HR Service Delivery. It offers centralized management of HR-related services in ServiceNow, enhancing employee experiences by organizing data and services efficiently.

Q: What are the main plugins for HRSD? A: The main plugins include HRSD Core Plugin, HRSD Service Portal, HR Lifecycle Events, and HR Integration.

Q: How can we create HR cases in ServiceNow? A: HR cases can be created via the HR Agent Workspace, Employee Service Center, or by bulk case creation using uploaded files, user profiles, and specific conditions.

Q: What is the function of a Center of Excellence (CoE) in HRSD? A: A CoE helps in organizing HR data and services into categories based on HR disciplines, enhancing the systematic management of HR cases.

Q: What is the purpose of HR profile in ServiceNow? A: An HR profile in ServiceNow is a confidential repository for sensitive employee data, distinct yet connected to user profiles, accessible only by specific HR roles.

Q: What does HR Bulk Case Creation involve? A: HR Bulk Case Creation enables creating multiple cases for various employees in one go, useful for processes like employee onboarding or annual re-certifications.

Q: How do escalation rules work in HRSD? A: Escalation rules ensure that HR cases are prioritized and handled promptly by specifying alternative users or tiers to address unresolved issues efficiently.

Q: Can I customize HRSD tasks and workflows? A: Yes, you can customize tasks and workflows in HRSD by configuring service activities, creating templates, and matching rules to tailor the HR service delivery process.