HR implementation decisions

With the HR implementation team, make decisions about system configuration.

As a team, discuss the following topics. You may need help from your ServiceNow account manager or from other internal groups for some of the discussions.

Integration
If you have an existing HR employee database, such as Workday, decide whether to integrate it with the HR profile database. You can activate a Workday plugin to import HR employee data and keep the two systems synchronized.

If you use a different system, you may need to use professional services to help with integration.

Process flow
Decide whether to use state flows or workflows to drive the process for resolving HR cases.
HR knowledge bases
Determine whether to set up HR knowledge bases prior to rollout, meaning you have HR documents available through the knowledge base before employees begin submitting HR cases.

An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on. When an employee submits a case, the knowledge base is searched based on keywords the employee is entering in the short description. With a detailed knowledge base, the question may be answered without the need to submit the case.

You can also define multiple HR knowledge bases for different sets of employees. For example, create one knowledge base for U.S. employees and another knowledge base for Mexico employees because policies, holidays, and so on, may be different.

Assignment of HR cases and tasks
Determine how you are going to assign HR cases and tasks to HR agents. Review the following information to understand the assignment process and become familiar with predefined items and options.
Current HR processes
Outline important HR processes such as your organization's onboarding and offboarding processes. Compare the processes to those that are predefined with the Human Resources application, and identify how the predefined processes must be modified. Identify other processes you must configure.
Service level agreements (SLA)
Decide how long different types of HR cases should take to resolve, and use this info to define HR service level agreements (SLAs) for tracking the effectiveness of your HR processes.
HR rollout
As part of the planning process, determine how you will roll out HR to employees, and what training is needed. Consider the following questions.
  • Will you roll it out to groups of employees in phases?
  • Will you roll out parts of it in phases? For example, in the first phase, all employees can submit simple HR inquiries. The second phase includes training and implementation of the automated processes, such as onboarding and offboarding.
  • How will you get employees excited about the new HR process so they will want to use it?
  • What training will each type of user, such as those listed below, need?
    • End users who submit HR requests
    • HR agents who work on cases
    • HR approvers who need to respond in a timely manner
    • HR managers who want to track and monitor HR case activity
    • Other stakeholders not listed