May 20, 2020 aartiksmith

ServiceNow Human Resources Service Delivery (HRSD) – Much More than Service Management

While HRSD is relatively new, the ServiceNow IT Service Management (ITSM) product and workflows are fairly mature, having been in the market since nearly the start of the company. Both products deliver unified, consumer-grade workflows that enable employees to search for information, open incidents or cases, receive updates, and greatly improve the overall employee experience.

There is a plethora of content from ServiceNow™, their partners, media, and others about the value of the ServiceNow Human Resource Service Delivery (HRSD) Employee Experience Platform. You can see the overview for yourself.

The ServiceNow platform provides a solid foundation for applications of all kinds and for a broad range of uses.  Can someone with experience in one domain successfully design and build a different application, supporting a completely different domain? Sadly, many buyers think so and fall into the “one vendor” trap.

Since both HRSD and ITSM are meant to improve the Employee Experience, and both leverage the power of the NOW Platform, it should be easy for someone with ITSM experience to configure and delivery HRSD solutions, right? What makes HRSD and ITSM different?

First, HRSD is a unique scoped application, not a repurposed version of ITSM. The Core HR application works with other HRSD specific applications such as Lifecycle Events, Employee Document Management, the Employee Service Center to provide a full set of HR functions. There are also HR-specific groups, roles, skills, business rules, events, etc. that do not exist in other ServiceNow products.

Next, the Employee Service Center is more than a simple Service Catalog delivered through a Service Portal. It is the ‘one-stop shop’ for employees and contractors to search for relevant information related to their tenure at an agency. Employees can request HR Services through the Catalog, and these services are configured separately from other related services (e.g. IT, facilities, etc) – but the Employee Service Center also exposes those services. There are also unique methods in HRSD to create, configure, and maintain knowledge articles, campaigns, and surveys.

Finally, Federal HR Specialists are fiercely protective of their customers and data, and business process experts. Fortunately, HRSD aligns HR Services around a “Center of Excellence” model that enables the categorization of HR Services along HR business functions such as Talent Management, Benefits, Performance, and so on. If the vendor does not understand the “language of HR”, and does not have relevant Human Capital domain expertise, and for the US Public Sector, relevant Federal Human Capital expertise, the probability of a failed implementation significantly increases.

Chainbridge Solutions is the only ServiceNow Partner completely focused on HRSD based solutions for the US Public Sector. Our focus on HRSD and commitment to the ServiceNow Partner Ecosystem, combined with over 10 years experience in the personnel security and human capital domains will greatly increase the probability of a successful HRSD implementation.