WHITE PAPER

Get Started with

HR Service Delivery
Welcome to the ServiceNow® HR Service Delivery
Getting Started Guide

Are you ready to start your HR Service Delivery (HRSD)

implementation journey? With ServiceNow HRSD,
you’ll boost employee productivity and engagement,
provide efficient, personalized HR services, and help
your employees stay connected with HR anytime and
anywhere. This guide gives you the information you
need to get going fast, including proven guidance
and links to valuable resources—all designed to set you
on the path to success. While this guide is primarily
designed for ServiceNow platform owners, it also
contains useful information if you have a different role
in your organization.
Let’s get started!
 GET STARTED GUIDE

Start by familiarizing yourself with HRSD

HRSD comes with more than a dozen applications that let

you transform how you deliver HR services. However, you Links to HRSD applications
don’t need to implement everything at the start. Here are
HRSD Standard package includes:
the key HRSD applications to focus on:
• Case and Knowledge Management: Standardize the documentation • Case and Knowledge Management
and fulfillment of employee inquiries and requests to deliver a better • Now Mobile
service experience. (product page) (product documentation) • Agent Workspace
• Mobile Agent
• Employee Center: Provide a multi-departmental employee portal
so people can stay engaged, productive, and informed—and
easily request the services they need. (product page) (product HRSD Professional package adds:
documentation) • Employee Center
• Enterprise Onboarding and Transitions: Deliver great experiences • Universal Request
across the entire employee journey and accelerate productivity. • Employee Relations
(product page) (product documentation) • Performance Analytics
• Virtual Agent
This Human Resources Fundamentals on-demand course will also help
• Predictive Intelligence
you to understand some of the key HRSD applications and how they
work. If you are new to ServiceNow, we also recommend that you take
this very short Get Started with the Now Platform course to learn the
HRSD Enterprise package adds:
platform basics. If you want a deeper dive into the Now Platform, a longer
ServiceNow Fundamentals course is also available. • Enterprise Onboarding and Transitions
• Employee Journey Management
• Alumni Service Center

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 GET STARTED GUIDE

Prioritize your desired business

outcomes
Before you begin HRSD implementation, it’s critical to clearly understand your
business goals. HRSD allows you to deliver many positive business outcomes,
and you can achieve all of these over time. However, by deciding which
outcomes are most important for your organization, you set clear stakeholder
expectations and focus your initial implementation to realize this goal.

This eBook provides an easily digestible summary of the business outcomes

other ServiceNow HRSD customers have achieved. And this document
identifies key HRSD business objectives, as well as suggested key
performance indicators (KPIs) you can use to set improvement targets and
measure success.

If you want guidance on maximizing the value of your HRSD investment,

ServiceNow success maps shows you how to envision, create, validate, and
champion value using Now Value, our proven methodology to realize success
with ServiceNow. This success map covers employee service delivery, while this
success map addresses employee lifecycle events

Learn how to work successfully

with ServiceNow experts
Many ServiceNow customers work with a ServiceNow partner or ServiceNow
Expert Services for their HRSD implementation, since this accelerates rollout
and helps them achieve their goals faster.
If you do choose to work with an implementation partner, it’s important to
clearly communicate the business outcomes you want to achieve and agree
on a well-structured roadmap to attain these goals. If you need guidance on
successfully engaging with an implementation partner, this document is an
excellent starting point.
To accelerate time to value and reduce risk, make sure that your
partner uses Now Create, ServiceNow’s library of more than 700 leading
implementation practices. We also recommend you use Now Create if you
do decide to self-implement, as it provides a wealth of assets designed to
guide you to success.
If you want to work with a partner but haven’t selected one yet, check out
our Partner Finder or talk to your ServiceNow account representative about
ServiceNow Expert Services. We can also work with your chosen partner
to infuse our expertise into your implementation through our ServiceNow
service offerings.

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 GET STARTED GUIDE

Get ready to implement

Build your team’s skills before your start
If you do plan to self-implement, you’ll need to build your platform team’s
knowledge and skills before you begin. This is another reason why many
HRSD customers choose to work a partner instead of self-implementing. The
following certification paths are a good starting point for building these skills,
but we do strongly recommend that you also engage resources who have
previous HRSD implementation experience.
• Human Resources implementation certification
• ServiceNow Administrator certification
• Application Developer certification

Follow proven implementation practices

For a comprehensive implementation process framework that is proven Pro Tip
to scale to the largest, most complex global deployments, take a look
at our Success Packs on Now Create. Success Packs tailor our core Now Stick to out-of-the-box ServiceNow
functionality wherever possible when
Create methodology of more than 700 leading practices to deliver business
self-implementing. The process guides
outcomes aligned with specific product sets. There are a number of Success below provide detailed descriptions of
Packs for HRSD, including the following: “as designed” ServiceNow functionality
• HR Service Delivery with Employee Center supports the digital fulfillment for key HRSD capabilities.
of employee inquiries and requests and the standardization of
• Case Management
documentation and interactions through the use of HR Service Delivery
Case and Knowledge Management. • Employee Center
• Employee Lifecycle with Employee Center supports the onboarding, • Enterprise Onboarding and Transitions
offboarding, and transitions that occur during an employee’s lifecycle.
This implementation checklist can also help you get ready for implementation,
and the following playbooks provide specific guidance on HR knowledge
management and employee lifecycle management.

Join the HRSD community

Visit the HRSD community page. You’ll find best practices and other useful
resources for HRSD implementation, and it’s also the forum to talk to
ServiceNow experts, get your questions answered, and connect with other
community members.

Understand ServiceNow releases and upgrades

If you’re not already on the latest ServiceNow release, we strongly recommend
that you upgrade before you go live. By upgrading, you get new ServiceNow
innovations into the hands of your users faster, get access to the latest
performance and security enhancements, and ensure that support is there
when you need it. To make your upgrade smooth and successful, take a look
at these upgrade resources.

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 GET STARTED GUIDE

Prepare for organizational change

To successfully deploy HRSD, you need your business to understand
and use HRSD, and to recognize its benefits. To do this, you need
to communicate what’s changing and why, both to your end users
and to your service desk agents. You also need to ensure that your
HR staff are trained on ServiceNow HRSD.
This webpage provides detailed guidance on how to plan for
organizational change. If you need help creating a winning
communications plan, this communications plan template also
provides useful advice.
The following courses are a great starting point for training your
HRSD process users:
• Get Started with the Now Platform

• Human Resources Fundamentals

Bookmark the ServiceNow

Customer Success Center
(CSC)
Finally don’t forget to visit the ServiceNow CSC. It’s a one-stop
shop that gives you instant access to proven methodologies,
leading practices, and expert insights and advice. You’ll also
discover valuable information from other ServiceNow sites—
the latest webinars, product documentation, the ServiceNow
community, developer resources, and everything else that
ServiceNow has to support your success.

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the
United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
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