Content pack for HR Service Delivery

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Content pack for HR Service Delivery

    The Process Mining content pack for HR Service Delivery enables ServiceNow customers to analyze HR service processes tied to key performance indicators (KPIs). It helps identify bottlenecks in customer service case workflows, improving case resolution efficiency and user experience. This content pack is part of the ServiceNow Store offerings and integrates with other ServiceNow applications for enhanced analysis and continuous improvement.

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    Key Features

    • Pre-built Optimization Project: Includes predefined HR service cases and Lifecycle Events case projects (if installed), filtering cases from the last two quarters by default. Customers can customize or create new process projects using Project Builder.
    • Activity and Breakdown Definitions: Provides default definitions to analyze case state transitions (e.g., from work in progress to solution proposed) and to filter data by categories such as channels, products, assignment groups, and locations. This supports detailed process mapping and targeted analysis.
    • Role-Based Access: Requires specific combinations of Process Mining and HR Service Delivery roles to access and analyze process data via Analyst Workbench, ensuring secure and appropriate user permissions.
    • Integration with Continual Improvement Management (CIM): If CIM is enabled, the content pack links Process Mining projects with CIM initiatives, allowing tracking of improvement progress directly from Analyst Workbench.
    • Integration with Performance Analytics (PA): When PA is enabled, users can access Process Mining insights from Performance Analytics indicators based on customer service case data, facilitating a seamless analytical workflow.

    Practical Benefits

    By leveraging this content pack, ServiceNow customers can:

    • Visualize and analyze HR case workflows to detect inefficiencies and bottlenecks.
    • Use ready-made projects and templates to accelerate process mining setup.
    • Filter and break down data by relevant categories to gain granular insights.
    • Integrate process mining data with continuous improvement efforts and performance metrics.
    • Empower authorized users with the right roles to explore and act on process insights using Analyst Workbench.

    Overall, this content pack supports ServiceNow customers in optimizing HR service delivery by enabling data-driven process improvements and enhanced case management.

    Using the Process Mining content pack for HR Service Delivery enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    For more information about enabling the HRSD Process Mining Content Pack, see Activate Process Mining content packs.

    End user and roles

    If you have the required roles, you can use Analyst Workbench to access the visualized process workflow data, and tools for analyzing the data related to customer service cases. For more information, see Analyst Workbench.

    The following combinations of roles are required for using the Process Mining application with HR Service Delivery.

    Table 1. Combinations of roles
    Process Mining role HR Service Delivery role
    sn_process_optimization_admin sn_hr_core.admin
    sn_process_optimization_power_user sn_hr_core.case_writer
    sn_process_optimization_analyst sn_hr_core.basic

    Optimization project for HR cases

    The HRSD Process Mining Content Pack (com.sn_hr_process_optimization) adds a pre-built project that includes predefined HR service cases and, if installed, Lifecycle Events cases project definitions. By default, the project filters cases for the last two quarters. You can also configure a new process project based on the pre-built project. For more information, see Create a project or template using Project Builder.

    The project definition includes default activity definitions and breakdown definitions for cases that you can use as they are or modify for a custom configuration.
    • Use activity definitions to understand state transitions such as cases transitioning from the work in progress state to the solution proposed state and analyze the linked processes such as Problem (PRB) records.
    • Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the case data by different channels, products, assignment groups, and locations.

    Continual Improvement Management initiative for HR cases

    If the Continual Improvement Management (CIM) application is enabled, you can also use the CIM project from the Analyst Workbench to track the progress of improvement initiatives for HR cases. The improvement initiative and Process Mining project are automatically linked. For more information, see Integration with Continual Improvement Management.

    Performance Analytics for HR cases

    If the Performance Analytics (PA) application is enabled, you can also use the available template configurations to open the Process Mining application from a Performance Analytics indicator based on the customer service case data. For more information, see Integration with Performance Analytics.