HR Service Delivery overview
Summarize
Summary of HR Service Delivery overview
The ServiceNow® HR Service Delivery application enhances the employee service experience by automating HR interactions and offering a unified platform for all HR services. It streamlines HR processes to improve efficiency and employee satisfaction across the organization.
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Key Features
- HR Service Delivery Applications: Depending on the package, customers can deploy:
- Case and Knowledge Management: Standardizes documentation and fulfillment of employee inquiries to improve HR service quality.
- Employee Center with HR Service Delivery: Provides a single portal for employees to access HR information and services.
- Lifecycle Events for Enterprise: Automates onboarding and other employee lifecycle events involving multiple departments.
- Supporting Applications: Enhance HR capabilities with tools such as:
- Document Templates for automating document processing.
- Employee Document Management for secure digital employee file handling (requires separate subscription).
- Employee Experience Pack for guided HR process configuration.
- Enterprise Service Management Integrations Framework for seamless data exchange with third-party systems.
- HR Predictive Intelligence Workbench to implement intelligent, machine learning-driven HR processes.
- HR Service Delivery Agent Workspace to enable efficient HR agent interactions.
- HR Success Dashboard indicators to measure HR performance via KPIs.
- Listening Posts for capturing employee feedback through pulse surveys.
- Learning Core for integrated learning content management.
- Manager Hub to support manager self-service and team engagement.
- Machine learning solutions for automating case assignments, email case creation, and knowledge discovery.
- Performance Analytics for reporting and analyzing HR service delivery (requires separate subscription).
- Virtual Agent for automated HR service chat support.
- Mobile Applications: The Now Mobile app supports HR Service Delivery capabilities on mobile devices, allowing employees to view requests, chat with virtual agents, receive notifications, and complete HR tasks.
- Domain Separation: Enables logical grouping of data and processes to control user access and maintain data privacy across domains.
- Quick Start Tests: Pre-built tests help validate system functionality after configuration changes or upgrades.
- Data Privacy and Security: Customers are responsible for compliance with data protection laws, especially regarding fields with sensitive or personally identifiable information. COE security policies and ServiceNow ACLs help restrict access appropriately.
What Customers Can Expect
By implementing HR Service Delivery, customers can expect a more efficient, automated, and integrated HR service environment that improves employee satisfaction and operational productivity. The platform consolidates HR processes into a single solution, offers extensive customization and integration options, and supports security and compliance needs.
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.