--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # HR services # HR services {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of HR services HR services in ServiceNow represent the various requests and assistance that an HR organization provides to employees, such as benefits enrollment, direct deposit setup, or relocation assistance. These services serve as the starting point for creating HR cases and define the entire process from request to fulfillment. Customers can create new HR services or modify existing ones and configure them for internal HR use only or for employee self-service through the HR service catalog. Show full answer Show less ## HR Centers of Excellence Data Model HR services are organized within HR Centers of Excellence (COEs), which group services by functional discipline using a structured data model. Each COE extends the HR Case table and is further categorized by HR topics. Properly setting up this categorization structure is essential before configuring individual HR services to ensure accurate reporting and streamlined case handling. ## HR Request to Fulfillment Process When defining HR services, consider: * Types of requests expected and services offered * Required information to fulfill requests * How requests can be submitted (email, phone, employee self-service) * How requests will be fulfilled (case form, approvals, tasks, knowledge articles) ## HR Service Configuration HR services define the process from request to fulfillment for HR cases. Configuration depends on whether the service is for internal use only or available for employee self-service: * **Internal use only:** Requires configuring the HR service and an HR case template. These services are initiated by HR agents (e.g., payroll setup for new hires). * **Employee self-service:** Requires configuring the HR service, HR case template, and an HR catalog item (record producer). These services are accessible by employees through the HR service catalog in portals like Employee Center (e.g., profile updates, password resets). Not all HR services are suitable for self-service; some require direct HR agent intervention via email or phone. ## HR Service Catalog Management The HR service catalog allows employees to directly request available HR services via self-service portals such as Employee Center. Customers can manage catalog setup, categorization, and configure individual catalog items to provide a user-friendly and efficient self-service experience. ## HR Templates HR templates automate the population of fields on HR case or task forms, improving efficiency and consistency. Templates can be configured for HR services, catalog items, service activities, and lifecycle event activities, supporting faster case resolution and streamlined processes. ## HR Fulfillment Instructions Fulfillment instructions provide targeted guidance to HR agents on how to complete HR cases efficiently. These instructions enhance productivity in both the HR Service Delivery Agent Workspace and legacy HR Case Management interfaces. HR services are the requests and assistance an HR organization provides its employees, such as benefits enrollment, direct deposit setup, and requests for relocation assistance. They are the starting point for HR case creation and define the process for that case type, from request to fulfillment. You can create new or modify existing HR services, as well as configure them to be available for internal use only or for employee self-service. ## HR Centers of Excellence data model {#hr-service-administration__section_nl1_xgt_m2b} HR services are organized by HR Centers of Excellence (COEs), which group services by functional discipline within a data model. Each COE is an extension of the HR Case \[sn_hr_core_case\] table, and each COE is further organized by HR topic category and detail. Before configuring individual HR services, review and set up the categorization structure. * [HR Centers of Excellence data model](https://servicenow-prod.fluidtopics.net/y8dyUbYRMSF3DvaOcgHRKQ "Organize HR data, services, and processes by functional discipline with the HR Centers of Excellence (COEs) data model.") * [HR service categorization](https://servicenow-prod.fluidtopics.net/lREN1Pq3PmX4CBXLZYnNcg "HR services are categorized under one of the HR Centers of Excellence (COEs), which are part of a data model that organizes HR data, services, and processes by functional discipline.") {#hr-service-administration__ul_amd_jl5_3fb} ## HR request to fulfillment process {#hr-service-administration__section_wgm_ws3_2fb} In determining what HR services to offer, you should consider: * What are the requests you expect to receive and the services you want to provide? * How do you plan to report on this data? This affects how you categorize your HR services. * What information must you collect to fulfill the requests? * How can the requests be made? * Email * Phone * Employee self-service through the HR service catalog {#hr-service-administration__ul_pdp_22p_2fb} * How is the request ultimately fulfilled? * HR case form * Fulfillment instructions * Approvals * Tasks * Child HR services * Lifecycle events * Knowledge articles {#hr-service-administration__ul_s5q_g2p_2fb} {#hr-service-administration__ul_ohv_pzj_qfb} ## HR service configuration {#hr-service-administration__section_mqw_dpp_gfb} HR services define the request to fulfillment process for HR cases. Configuration requirements depend on whether the service is for internal use only or employee self-service. {#hr-service-administration__table_vy2_32n_3fb__entry__2} | HR service type | Configuration requirements | |-|-| | Internal use only | * HR service * HR case template {#hr-service-administration__ul_bt2_fz5_kfb} | | Employee self-service | * HR service * HR case template * HR catalog item (also known as a record producer) {#hr-service-administration__ul_ld5_fz5_kfb} | [Table 1. Configuration] {#hr-service-administration__table_vy2_32n_3fb} Not all HR services need to be accessible for employee self-service. Some services may only be initiated by HR agents, such as to set up payroll for a new hire. Some services may require the employee to contact HR directly by email or phone, such as when a manager requests a promotion for a direct report. In these cases, the HR case is created internally by the HR agent. HR services intended for internal use only require configuration of the HR service and HR case template. See [HR service configuration](https://servicenow-prod.fluidtopics.net/ezHxeCNAkrTaenKsVwg32Q "HR services are the requests and assistance an HR organization provides its employees. You can configure an HR service to define the request to fulfillment process for that case type.") for more information. Other HR services, however, may also be initiated by the employee, such as to update an employee profile or to request a password reset. These services are made available as HR catalog items in the HR service catalog. Employees can browse the HR service catalog and make requests directly from a self-service portal such as the Employee Center. HR services intended for employee self-service require configuration of the HR catalog item (also known as a record producer) in addition to the HR service and HR case template. See [HR catalog item configuration](https://servicenow-prod.fluidtopics.net/HRxj2NMIk91AzhM7U7_sRQ "HR catalog items are the HR services that your organization makes available for employees to request directly from the HR service catalog.") for more information. ## HR service catalog management {#hr-service-administration__section_qbm_mjn_w2b} The HR service catalog provides employees a catalog of HR services that they can request directly from HR. Employees can access the HR service catalog from a self-service portal such as the Employee Center. You can manage the setup and categorization of the HR service catalog, as well as configure the individual HR catalog items that populate it. * [HR service catalog management](https://servicenow-prod.fluidtopics.net/hxgU9iCKBm8sgSSbxBR16A "Enable employees to request HR services such as benefits updates, travel visas, or paycheck inquiries through the HR service catalog.") * [HR service catalog categorization](https://servicenow-prod.fluidtopics.net/hxFP7srWgvjBNBKxT_fbrA#hr-service-catalog-categorization "HR catalog items in the HR service catalog are organized into categories. The categories define the organizational structure for the catalog so that employees can more easily browse and request the HR services they need.") {#hr-service-administration__ul_qc4_2m5_3fb} ## HR template configuration {#hr-service-administration__section_qc4_kp5_3fb} HR templates allow you to: automatically populate fields on an HR case or task form. You can configure HR templates for: * HR services * HR catalog items * HR service activities * Lifecycle event activities {#hr-service-administration__ul_ltr_rzf_1qb}For more information, see [HR templates](https://servicenow-prod.fluidtopics.net/I1iw4ulRNtCWP5u18BeGuQ "HR templates allow you to automatically populate fields on an HR case or task form. You can configure HR templates for HR services, HR catalog items, HR service activities, and lifecycle event activities."). * **[HR Centers of Excellence data model](https://servicenow-prod.fluidtopics.net/y8dyUbYRMSF3DvaOcgHRKQ)** Organize HR data, services, and processes by functional discipline with the HR Centers of Excellence (COEs) data model. * **[HR service configuration](https://servicenow-prod.fluidtopics.net/ezHxeCNAkrTaenKsVwg32Q)** HR services are the requests and assistance an HR organization provides its employees. You can configure an HR service to define the request to fulfillment process for that case type. * **[HR service catalog management](https://servicenow-prod.fluidtopics.net/hxgU9iCKBm8sgSSbxBR16A)** Enable employees to request HR services such as benefits updates, travel visas, or paycheck inquiries through the HR service catalog. * **[HR fulfillment instructions](https://servicenow-prod.fluidtopics.net/Kbgn52KM~80Leq94Dy0qow)** HR fulfillment instructions provide focused and targeted information on how an agent can complete an HR case faster and more efficiently for HR Service Delivery Agent Workspace and legacy HR Case Management. * **[HR templates](https://servicenow-prod.fluidtopics.net/I1iw4ulRNtCWP5u18BeGuQ)** HR templates allow you to automatically populate fields on an HR case or task form. You can configure HR templates for HR services, HR catalog items, HR service activities, and lifecycle event activities.