itsa-hr-service-management (1).pdf - ServiceNow Human...

08/21/2017
ServiceNow Human Resources application

Istanbul ServiceNow Contents
Contents
HR Service Management ............................................................................................................................. 4
Understanding HR Service Management ............................................................................................ 4
Human Resources getting started ...................................................................................................... 7
HR and IT implementation team .............................................................................................. 8
Workday integration .................................................................................................................. 8
Activate HR Service Management ......................................................................................... 18
Activate HR Performance Analytics ....................................................................................... 40
HR case management ...................................................................................................................... 41
HR Service Portal ................................................................................................................... 42
Create New Case ................................................................................................................... 55
HR Employee Relations ......................................................................................................... 67
HR cases for VIPs .................................................................................................................. 68
Escalate an HR case ............................................................................................................. 68
Suspend and resume an HR case ......................................................................................... 69
Monitor the HR chat queue .................................................................................................... 69
HR Profile .......................................................................................................................................... 72
HR profile and HR case security ........................................................................................... 73
Customized profile information ............................................................................................... 74
Create or modify an HR profile .............................................................................................. 76
Users ....................................................................................................................................... 79
Contacts .................................................................................................................................. 79
Create or modify a beneficiary ............................................................................................... 79
Who is covered ....................................................................................................................... 80
Create or modify a health benefit .......................................................................................... 81
Create or modify Life, AD&D insurance benefits ................................................................... 83
Create or modify a retirement benefit .................................................................................... 84
Create or modify disability insurance benefits ....................................................................... 85
Generate HR Profiles ............................................................................................................. 86
Create or modify an employee direct deposit ........................................................................ 87
HR Administration .............................................................................................................................. 87
Guided Setup .......................................................................................................................... 88
Application View ..................................................................................................................... 96
HR Properties ......................................................................................................................... 96
HR Criteria .............................................................................................................................. 98
HR Document Templates ..................................................................................................... 100
HR Surveys ........................................................................................................................... 105
Managed Lists ...................................................................................................................... 112
Knowledge Management ...................................................................................................... 119
HR service categorization ..................................................................................................... 120
Manage roles ........................................................................................................................ 132
Manage the HR chat queue ................................................................................................. 141
Monitor the HR chat queue .................................................................................................. 142
Service Portal and HR Links ................................................................................................ 144
HR Dashboards & Reports overview .............................................................................................. 148
Overview ............................................................................................................................... 149
Use the HR Manager Dashboard ......................................................................................... 149
HR Case Dashboard ............................................................................................................ 150
Reports .................................................................................................................................. 150
Evaluate HR survey responses ............................................................................................ 152
Satisfaction Survey Scorecard ............................................................................................. 153
© 2017 ServiceNow. All rights reserved. ii

Istanbul ServiceNow Contents
View HR Performance Analytics ..................................................................................................... 155
Content packs for Human Resources ............................................................................................. 156
Index .......................................................................................................................................................... 157
© 2017 ServiceNow. All rights reserved. iii

Istanbul ServiceNow HR Service Management
HR Service Management
The ServiceNow ® HR Service Management application automates standard HR processes within your
organization. This automation eliminates the number of checklists, email exchanges, and phone calls
performed by the HR team. Employees can access HR services, streamlining their HR request processes.
These requests are tracked and progress is monitored.
Explore
• HR Service Management
release notes
• Upgrade your instance
• Understanding HR Service
Management on page 4
Set up
• Human Resources getting
started on page 7
• Activate HR Service
Management on page 18
Administer
• HR Administration on page
87
• HR Dashboards and Reports
Use
• HR case management on
page 41
• HR Service Portal on page
42
• Create New Case on page
55
• Escalate an HR case on page
68
Develop
• Developer training
• Developer documentation
• Components installed with HR
Service Management on page
19
Integrate
• Workday integration
Troubleshoot and get help
• Ask or answer questions in
the HR Service Management
community
• Search the HI knowledge base
for known error articles
• Contact ServiceNow Support
Understanding HR Service Management
HR Service Management benefits your enterprise by automating standard HR processes within your
organization that support relationships between employees and the HR department.