HR Centers of Excellence data model

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of HR Centers of Excellence data model

    The HR Centers of Excellence (COEs) data model in ServiceNow organizes HR data, services, and processes by specific functional disciplines such as payroll, employee relations, talent management, and more. Each COE extends the HR Case table and provides a structure to manage HR services effectively while enabling access control for sensitive information, consistency in metrics and reporting, and automation from request to fulfillment.

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    Note that some COEs like benefits, compensation, corporate communications, and global mobility are disabled by default and that available COEs may vary depending on your HR package.

    HR Service Categorization and Configuration

    Within each COE, HR services are further categorized using a hierarchical structure of topic categories and topic details, allowing detailed classification of services aligned to organizational needs. This multi-level categorization enables clear organization and flexible service management.

    HR catalog items are employee-facing and distinct from HR service categorization under COEs. Creating an HR catalog item automatically generates a corresponding HR service, helping to avoid duplication. To make an existing HR service available for employee self-service, use a record producer rather than creating a new catalog item.

    Agent Workspace

    The Agent Workspace for HR Case Management offers a highly configurable interface for HR agents, supporting the same features as the Classic HR Service Delivery Agent Workspace, ensuring efficient case handling aligned with COE structures.

    Roles and Permissions

    The System Administrator role (admin) and the Lifecycle Event Administrator role (snhrle.admin) combined with the Delegated Developer role (delegateddeveloper) have permissions to configure and create new COEs, enabling tailored HR service management.

    Organize HR data, services, and processes by functional discipline with the HR Centers of Excellence (COEs) data model.

    Each COE can be configured to its unique function, such as to payroll or employee relations. The COE data model further allows you to limit access to sensitive information, promote consistency for metrics and reporting, and help drive automation by defining the request to fulfillment process at the HR service level.

    HR Centers of Excellence (COEs) overview

    Each HR Center of Excellence is an extension of the HR Case [sn_hr_core_case] table and is organized around a functional discipline, such as employee relations, lifecycle events, payroll, talent management, workforce administration, total rewards, HRIT operations, benefits, compensation, corporate communications, and global mobility.
    Note:
    The benefits, compensation, corporate communications, and global mobility COEs are disabled by default.
    Note:
    The COEs available to you may differ depending on the HR package you have.
    • The categorization of HR catalog items are employee-facing only, and have no relation to the categorization of HR services under the HR Centers of Excellence (COEs) data model.
    • If you are creating a new HR service and plan to make it available for employee self-service, see HR catalog item configuration. Creating a new HR catalog item automatically creates a corresponding HR service, and you can avoid creating duplicate services.
    • If you have an existing HR service that you want to make available for employee self-service, do not create an HR catalog item. (Creating a HR catalog item automatically creates a corresponding HR service.) Instead, see Configure a record producer for an HR service to add the existing service as an HR catalog item in the HR service catalog.
    • The Agent Workspace for HR Case Management is highly configurable for HR agents. It supports the same functionality in the Classic HR Service Delivery Agent Workspace.

    HR COE data model

    Each COE is further organized by HR topic category and detail, which defines the first- and second-level of categorization for HR services under that COE. Each COE can have one or more topic categories. Each topic category can have one or more topic details. And each topic detail can have one or more HR services. This structure enables you to categorize HR services by functional area, and you can configure the categorization structure and the individual HR services to meet the needs of your organization.

    HR COE data model

    HR service categorization setup

    Before you begin configuring the individual HR services, review and set up the categorization structure for them.
    Note:
    For a list of base system COEs and how to enable or disable them, see Enable or disable an HR Center of Excellence (COE).

    Roles

    The System Administrator (admin) role can configure and create new COEs.

    The Lifecycle Event Administrator (sn_hr_le.admin) role with the Delegated Developer (delegated_developer) role can also configure and create new COEs.