6# Creating and Configuring HR Services in ServiceNow

HR Services in ServiceNow are essential for streamlining human resources operations, providing a structured approach to managing employee requests, and automating HR-related workflows. This guide will walk you through the creation of an HR service and explain the key fields involved in its configuration.

Understanding the HR Service Creation Fields

Here’s an explanation of the fields commonly found when creating or configuring an HR service, based on the provided interface and ServiceNow documentation:

General Information

• HR service name: This is the display name of your HR service, visible to employees and HR agents. It should clearly describe the service, such as “Name Change Request” or “401(k) Retirement Plan Enrollment.”
• Value: This field typically auto-populates based on the HR service name, converting it into a system-friendly identifier (e.g., name_change_request). It’s used internally for referencing the service.
• Badge: Allows you to associate a visual badge with the HR service, which can help in quickly identifying or categorizing services, especially in employee-facing portals.
• Fulfillment type: Defines how the HR service is processed. Common types include:
  • Manual:
  • Workflow
  • Flow
  • Service Activity
  • Advanced
• Topic detail: A more granular categorization of the HR service within its topic category. For example, under “Employee Data Management,” a topic detail could be “Name Change.”
• Topic category: A broad classification for the HR service (e.g., “Employee Data Management,” “Retirement,” “General”). This helps organize services for easier navigation and reporting.
• COE (Center of Excellence): Specifies the HR Center of Excellence responsible for handling this service (e.g., “HR Workforce Administration,” “Benefits,” “Payroll”). This ensures that requests are routed to the appropriate HR team.
• Active: A checkbox indicating whether the HR service is currently active and available for use.
• Show case to subject person: If checked, the employee who is the subject of the HR case (if different from the person who opened it) will be able to view the case.

Case and Visibility Options

• Template: Allows you to associate a pre-defined HR case template with the service. This template can auto-populate fields on the HR case form, standardizing case creation and reducing manual effort.
• Record producer: Links the HR service to a record producer, which is typically a form presented to users in the HR Service Catalog to gather information for creating an HR case.
• Case options: Provides additional configuration for the HR case, such as “Skip Auto Assign,” which prevents the system from automatically assigning the case upon creation.
• HR criteria: Defines conditions that must be met for an employee to access or view this HR service or its related content. This ensures that only relevant services are displayed to employees based on their roles, location, or other criteria.
• Opened for / Approver view: Determines the view of the HR case form for the person who initiated the request or an approver.
• Subject person / Task assignee view: Defines the view of the HR case form for the subject of the case or the HR agent assigned to an HR task.
• Case creation service config: Configures how the HR case is created when this service is requested, potentially allowing for custom scripting or rules.

Description

• Description: A free-text field to provide a detailed explanation of what the HR service offers, any prerequisites, or instructions for the user. This is crucial for clear communication and self-service.

HR Service Additional Information Tab

• Service table fields: Allows you to specify which fields from the HR case table are relevant to this particular HR service. You can control which fields are displayed or required for this service.
• Subject person related lists: Configures which related lists (e.g., related cases, tasks, or knowledge articles) are visible to the subject person of the HR case when viewing the service.

By meticulously configuring these fields, organizations can create a robust and intuitive HR service catalog that enhances employee experience and optimizes HR operations.

How to Create an HR Service

Creating an HR service in ServiceNow typically involves defining the service’s properties, how it’s fulfilled, its categorization, and how it impacts case creation and user visibility. The fields you encounter during HR service creation allow for detailed configuration to match your organization’s specific needs.

Okay, here’s a shortened and modified version of the information, presented as an article, focusing on the essential steps and fields for creating an HR Service in ServiceNow, using your “Name Change Request” example.

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Streamlining HR: A Quick Guide to Creating HR Services in ServiceNow

HR Services are the backbone of efficient human resources operations in ServiceNow, enabling you to define, manage, and automate various employee requests.

Getting Started: Creating Your HR Service

1. Navigate: From your ServiceNow instance, go to HR Administration > HR Services > HR Service Configuration.
2. Initiate: Click the “New” button to open a fresh HR Service form.

Key Fields Explained and Configured (Example: “Name Change Request”)

When the HR Service form appears, you’ll configure various fields that dictate its behavior and visibility:

• HR service name & Value:
  • HR service name: The friendly name employees and HR agents will see (e.g., Name Change Request).
  • Value: A system-generated identifier, often derived from the name (e.g., name_change_request).
• Categorization:
  • Badge: (Optional) A visual tag, like HR.
  • Topic detail: A specific sub-category, such as Employee Data.
  • Topic category: Broader classification, like Employee Data Management.
  • COE (Center of Excellence): Designates the responsible HR team, e.g., HR Workforce Administration.
• Fulfillment & Activity:
  • Fulfillment type: How the service is processed. Manual indicates human intervention. Other options include Workflow for automation.
  • Active: Check this box to make the service available for use.
• Visibility & Case Options:
  • Show case to subject person: If checked, the affected employee (subject) can view the case.
  • Template: (Optional) Links to a pre-filled HR Case template for consistency.
  • Record producer: (Crucial for self-service) Links to the catalog item form employees will fill out to request this service.
  • Case options: Defines specific rules for the case, e.g., Skip Auto Assign means the case won’t be automatically routed.
  • Opened for / Approver view & Subject person / Task assignee view: Control the form layout for different users interacting with the case.
  • HR criteria: (Optional) Restricts access to the service based on user attributes (e.g., department, location).
• Description:
  • Provide a clear explanation of the service. For “Name Change Request,” you’d detail the process and required documentation. This is vital for employee self-service.
• Additional Configuration Tabs:
  • HR Service Additional Information: Allows you to define which Service table fields are relevant for this service and which Subject person related lists are visible.
  • Checklist: Here, you can define specific steps or tasks for the HR agent to follow when fulfilling this service.

Finalizing Your Service

Once all fields are configured to your requirements, click the “Update” or “Submit” button to save your new HR Service. Once submitted the hr service will be available for create a hr case

Your “Name Change Request” service is now ready to streamline name changes within your organization!

For more detailed information on configuring HR services, you can refer to the official ServiceNow documentation:

• Configure an HR service – ServiceNow