📌 Overview
In ServiceNow HR Service Delivery (HRSD), Centers of Excellence (COEs) are modular units that organize HR services and data by HR function. They form the top layer in the HR data model hierarchy and drive the structure of HR service delivery.
🧱 Hierarchy of HRSD Components
The HR model is hierarchical and flows as follows (as shown in the image you provided):
- Center of Excellence (COE)
- Topic Category
- Topic Detail
- HR Services
Each level drills down into more specific elements of HR support.
🏢 What is a Center of Excellence (COE)?
A COE in HRSD represents a functional HR domain. Activating a COE enables all related:
- Topic categories
- Topic details
- HR services
- Record producers
- Modules
✅ Out-of-the-Box (OOB) COEs in HRSD:
| COE Name | Description |
|---|---|
| HR Benefits Case | Handles employee benefits services. |
| HR Compensation Case | Covers salary, bonus, and compensation queries. |
| HR Corporate Communications Case | Employee communications and internal messaging. |
| HR Global Mobility Case | Manages relocations and expatriate services. |
| HR Lifecycle Events Case | Supports onboarding, offboarding, etc. |
| HR Payroll Case | Payroll-related inquiries and issues. |
| HR Talent Management Case | Performance, goals, and learning management. |
| HR Total Rewards Case | Total compensation overview. |
| HR Workforce Administration Case | Core employee records and changes. |
| HRIT Operations Case | HR systems support and data issues. |
📂 What is a Topic Category?
A Topic Category is the second level of the HR data model. It groups related Topic Details under a COE.
Example:
- COE: HR Lifecycle Events Case
- Topic Category: Onboarding
🔎 What is a Topic Detail?
A Topic Detail is the third level and defines specific use cases under a category.
Example:
- COE: HR Lifecycle Events Case
- Topic Category: Onboarding
- Topic Detail: Provision Equipment, Setup Payroll, Assign Buddy
Each Topic Detail is then associated with HR Services, which are what employees actually interact with in the Employee Center or via case creation.
📝 Additional Notes:
- Turning off a COE disables all associated categories, details, and services.
- Activating only relevant COEs helps maintain a clean, focused HR case management structure.
