HR service catalog management
Summarize
Summary of HR service catalog management
The HR service catalog enables employees to request a variety of HR services directly, such as adding beneficiaries to benefits plans, requesting travel visas, or addressing paycheck discrepancies. Employees access these services through a self-service portal like the Employee Service Center, streamlining HR interactions and improving service delivery.
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HR service catalog categorization
The catalog consists of HR catalog items organized into employee-facing categories to facilitate easy browsing and service selection. Categories can include benefits, employee data management, payroll, talent management, visas, and more. Note that these categories are distinct from the HR Centers of Excellence (COEs) data model and depend on the specific HR package in use.
Administrators can create, modify, and assign categories and catalog items to maintain an organized structure. This organization helps employees quickly find and request relevant HR services.
HR catalog item configuration
HR catalog items represent the specific HR services available for employee self-service requests. Each HR catalog item corresponds to an HR service, although not all HR services are exposed as catalog items—some are internal only. Creating a new HR catalog item automatically creates its associated HR service, avoiding duplication.
If you want to make an existing HR service accessible to employees, configure a record producer for that service instead of creating a new catalog item.
When an employee submits a request through an HR catalog item, it generates an HR case for processing. The Agent Workspace for HR Case Management supports full management of these cases and is configurable to meet HR agents’ needs.
Practical benefits for ServiceNow customers
- Empowers employees with direct, streamlined access to HR services via a centralized catalog.
- Improves HR operational efficiency by automating case creation from employee requests.
- Enables flexible organization and management of HR services to align with company structure and employee needs.
- Supports easy expansion or modification of HR services available to employees without duplicating service records.
- Leverages configurable Agent Workspace to enhance HR agent productivity in managing cases.
Empower employees to request HR services through the HR service catalog. The HR service catalog provides employees a catalog of HR services that they can request directly from HR, such as to add beneficiaries to a benefits plan, request a travel visa, or inquire about a discrepancy in their paycheck.
Employees can access the HR service catalog from a self-service portal such as the Employee Service 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 categorization
The HR service catalog is a collection of HR catalog items that employees can request directly from HR. The HR catalog items are organized into categories, which define the organizational structure for the catalog. For example, the items can be categorized by benefits, employee data management, employee relations, general, HR systems, payroll, talent management, and visas.
- 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 instead. 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.
You can manage the creation or modification of categories in the HR service catalog, as well as assign or remove HR catalog items from a category or assign or remove categories from an HR catalog item. To manage the categorization of HR catalog items in the HR service catalog, see HR service catalog categorization.
HR catalog item configuration
HR catalog items are the HR services that your organization makes available for employees to request directly from the HR service catalog. (Not all HR services need to be accessible to employees; some services are only initiated internally by HR agents. This means that all HR catalog items have a corresponding HR service, but not all HR services have a corresponding HR catalog item.) To configure the HR catalog items, see HR catalog item configuration.
Once an HR catalog item is published to the HR service catalog, it is available for employees to request. When an employee submits an HR catalog item request, an HR case is created.