HR Service Delivery overview
Summarize
Summary of HR Service Delivery overview
The ServiceNow® HR Service Delivery application enhances employee service experiences by automating HR interactions and consolidating all HR services within a single platform. It streamlines HR processes, increases efficiency, and improves satisfaction for employees and HR teams alike.
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Key Features
- Case and Knowledge Management: Standardizes documentation and handling of employee inquiries to improve HR service quality over time.
- Employee Center with HR Service Delivery: Provides a unified portal for employees to access information, services, and support. This can also be deployed as a standalone application.
- Lifecycle Events for Enterprise: Automates onboarding and other multi-department employee lifecycle events to boost satisfaction and operational efficiency.
- Supporting Applications: Includes tools such as Document Templates, Employee Document Management (requires separate subscription), Employee Experience Pack for guided HR process configuration, and various integration and machine learning frameworks to enhance HR workflows.
- HR Service Delivery Agent Workspace (Classic): Enables HR agents to interact and quickly resolve employee issues.
- Analytics and Feedback Tools: HR Success Dashboard, Listening Posts for pulse surveys, Performance Analytics (subscription required), and other tools to measure and improve HR performance.
- Virtual Agent and Mobile Applications: Virtual Agent enables automated chat support for employees. The Now Mobile app supports HR request management, task completion, notifications, and virtual agent chat on mobile devices.
- Domain Separation: Allows logical separation of data and processes into domains, controlling user access and enhancing security.
- Quick Start Tests: Pre-built tests help validate configuration changes, ensuring system integrity after upgrades or customizations.
- Security and Data Privacy: Customers must ensure compliance with data protection laws. The application provides access to table definitions for reviewing sensitive or personally identifiable information fields. COE security policies and ACLs help restrict access to relevant data.
What to Expect
By implementing HR Service Delivery, ServiceNow customers can expect a centralized, efficient, and automated HR service experience that reduces manual effort, improves employee engagement, and offers scalable, secure solutions tailored to enterprise HR needs. The platform supports integration with third-party systems, advanced analytics, and mobile accessibility to meet diverse organizational requirements.
The ServiceNow® HR Service Delivery application improves the employee service experience by automating HR interactions and providing a single platform for all HR services.
HR Service Delivery applications
Depending on the HR Service Delivery package you choose, deploy one or more of the following applications.
- Case and Knowledge Management
- Standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and services over time.
- Employee Center with HR Service Delivery
- Provide a single, unified portal for employees to get all the information, services, and help that they need.Note:Employee Center is also available as a standalone application.
- Lifecyle events for enterprise
- Automate onboarding and other employee lifecycle events that span multiple departments, improving employee satisfaction and efficiency across HR and other departments.
Supporting applications
You can also deploy the following supporting applications.
- Document Templates to automate and simplify the process of filling, signing, and reviewing a document online.
- Employee Document Management to secure, retain, access, and purge employee files with ease using paperless document management. A separate subscription is required.
- Employee Experience Pack to guide you through the HR processes that require configuration.
- Enterprise Service Management Integrations Framework to provide a consistent way of building integrations for common use cases such as pulling employee profiles and tasks from third-party application to a ServiceNow application, and pushing data from a ServiceNow application into a third-party application.
- HR Predictive Intelligence Workbench to guide you through your predictive machine learning implementation to create intelligent HR processes.
- HR Service Delivery Agent Workspace (Classic) to interact with employees, respond to inquiries, and resolve issues quickly as an HR agent.
- HR Success Dashboard indicators to help the HR leadership measure the performance of the HR implementations, using different base system or customised KPIs.
- Listening Posts to send pulse surveys for capturing employee feedback.
- Learning Core to build a integrated learning content repository.
- Manager Hub to increase managers self-service and proactive engagement with teams, and help them grow as leaders.
- Machine learning solutions for HR Service Delivery to help in auto determining assignment groups and services for HR cases, auto creating cases from emails, and discovering knowledge articles that help in faster resolution of cases and tasks.
- Performance Analytics for HR Service Delivery to reduce HR inefficiencies by reporting and analyzing service delivery performance and quality. A separate subscription is required.
- Virtual Agent for HR Service Delivery to enable automated chats for employees requesting HR services.
Mobile applications
You can use the following mobile apps with HR Service Delivery.
HR Service Delivery for mobile: You can let your employees view HR requests, request help, complete HR tasks, receive targeted mobile content and push notifications, chat with a virtual agent, and more using the Now Mobile app for HR Service Delivery.
Domain separation and HR Service Delivery
Domain separation separates data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data. For more information, see Domain Separation and HR Service Delivery.
Quick start tests for HR Service Delivery
Copy and customize quick start tests to validate that your instance works after you make any configuration changes, such as after applying an upgrade or developing an application. For more information, see Quick start tests for HR Service Delivery.
Fields Containing Possibly Sensitive, Personal, or Personally Identifiable Information
Customers are responsible for ensuring their use of HR Service Delivery application is compliant with applicable data protection laws and regulations. Customers using the HR Service Delivery application should assess fields that may contain sensitive, personal, or personally identifiable information, the extent of which is solely determined by customers. Once installed, customers are able to access table definitions within their instance to review fields used by HR Service Delivery application. This can be done by navigating to "System Definition > Tables" and filtering "Name" "starts with" "sn_hr_".
COE security policies are a way to easily restrict access to different COEs via configuration. The underlying COE security policy implementations are ServiceNow ACLs.