Understanding HR Service Management Non-Scoped

HR Service Management for the non-scoped version of HR benefits your enterprise by automating standard HR processes within your organization that support relationships between employees and the HR department.

Who uses HR Service Management?

The enterprise HR department uses the HR Service Management application. An enterprise HR department is composed of many areas, such as employee relations, benefits administration, policy enforcement, recruitment and employment, and performance management. The members of a large HR organization typically include:
  • HR specialists who specialize in one or more HR disciplines. For example, the benefits area has specialists in insurance administration, leave and vacation time, and employee stock purchase.
  • HR generalists who work with a business group or in a geographical region to assist employees with questions, careers, performance management, and other employee relations requests.
  • HR managers who monitor and measure the effectiveness of the HR group in supporting employees across the organization. They also ensure that the enterprise is compliant with federal, state, and local regulations.
  • HR systems administrators who configure and maintain systems such as the central employee database, payroll, learning and performance management system, and others, including the Human Resources application.

How do you use HR Service Management?

The HR Service Management application enhances and supports your enterprise. The relationships between your employees, IT, and the HR department are supported in numerous ways:
  • Employees can use the HR Service Portal Non-Scoped or catalog to submit questions and other requests to the HR department.
  • If you use the Connect Support feature, employees can chat with an HR agent who is monitoring the HR chat queue. See Connect Support.
  • HR staff can create, manage, and view HR cases to answer questions and process the requests that employees submit.
  • HR managers can run reports and view overview information to monitor and manage work done by the HR department.
  • HR and corporate IT administrators can more effectively manage the company HR systems, such as the payroll and performance management systems, through the Enterprise Configuration Management Database (ECMDB).

How do you benefit from HR Service Management?

Your entire organization benefits by using the application in the following ways:

Automates standard HR processes
Several typical HR processes are automated. This automation reduces the number of checklists, email exchanges, and phone calls performed by the HR team.
Improves employee access
Employees access HR services through a service catalog, rather than having to write individual emails, make phone calls, or personally visit HR for each request.
Tracks requests and progress
HR managers use reports and views to help them understand the work their staff is performing to support the company. Employees can see the status of their requests.
Integrates with other services
Human resources processes can include both HR tasks and tasks for other teams, to provide significant service delivery improvements.

HR Service Management terminology

The following terminology is used for the application.

Term Definition
HR Criteria Way to select groupings of HR and System users based on criteria
HR Services List of HR Services
HR Topic Categories List of HR Service Topic Categories
HR Relationships User relationships with each other
HR Positions Positions available in company table
HR Assignment Tier Definition Specifies escalation hierarchy
HR Group Roles List of groups that have HR group roles
HR Email Scripts List of all HR email scripts
HR User Roles List of users who have HR user roles
HR Templates Templates for Case record creation based on catalog item
Client Role Rules Specifies the rules to generate client roles
HR Topic DetailsList of HR Service Topic Details
HR Service Options List of HR Services options that affect case creation
HR Departments Departments available in company table
HR Locations Locations available in company table
HR Chat Queues List of HR chat queues
HR Surveys Surveys used by HR application
HR Links External links used by HR application
HR Properties System properties used in HR Application
HR Email Templates List of all HR-related email templates
HR Knowledge Bases Knowledge bases used by HR application
HR Knowledge Articles Knowledge articles used by HR application
HR Notifications Email notifications used by HR application
HR Service Catalog Categories Service catalog categories used by HR application
HR Service Catalog Items Service catalog items used by HR application
HR Document Templates Document templates for document content used in HR application
HR Groups Groups used by HR users
HR Skills Skills available to company users
HR Roles Roles used by HR users
HR Benefit Provider / Plans Benefit providers and plans used by HR Benefits service
HR Benefit Type Benefit types used by HR Benefits service
Disciplinary Issue Types Disciplinary issue types used by HR Employee Relations service
Disciplinary Warning Types Warning types used by HR Employee Relations service
HR System Report Frequencies System Report Frequencies defined for HR Systems Service
HR System Report Types HR System Report types used by HR System service