While ServiceNow IT Service Management (ITSM) is a mature product with well-established workflows, ServiceNow Human Resource Service Delivery (HRSD) represents a distinct and evolving solution. Both products aim to deliver consumer-grade workflows that improve the employee experience—allowing employees to search for information, open cases, and receive updates. However, HRSD and ITSM are fundamentally different in scope, purpose, and implementation.
HRSD is not simply a repurposed version of ITSM. It is a unique scoped application specifically designed to meet HR needs. Core HR applications integrate with HRSD-specific tools like Lifecycle Events, Employee Document Management, and the Employee Service Center to deliver comprehensive HR functions. These include HR-specific groups, roles, business rules, and events that are not found in other ServiceNow products.
The Employee Service Center within HRSD is more than a Service Portal. It serves as a comprehensive, unified platform where employees and contractors can access relevant information about their tenure. Through the Employee Service Center, users can request HR services that are configured independently from other services, such as IT or facilities. HRSD also provides specialized methods for creating and managing knowledge articles, campaigns, and surveys.
Moreover, Federal HR specialists bring unique expertise and are deeply invested in protecting their customers and data. The HRSD platform aligns HR services using a “Center of Excellence” model, which organizes HR functions around categories like Talent Management, Benefits, and Performance. Without a clear understanding of Federal Human Capital processes and terminology, the risk of a failed implementation is high.
Chainbridge Solutions is the only ServiceNow Partner exclusively focused on HRSD-based solutions for the U.S. Public Sector. Our decade of experience in personnel security and human capital, combined with our commitment to the ServiceNow Partner Ecosystem, ensures a higher likelihood of successful HRSD implementations. By leveraging our domain expertise, we help federal agencies maximize the potential of HRSD to enhance their employee experience and streamline HR operations.