ServiceNow HRSD

Overview

This HRSD course teaches you how to use ServiceNow’s HR Service Delivery application to streamline HR operations and improve the employee experience. You’ll learn how to configure HR case management, employee self-service portals, lifecycle events (onboarding, transitions, offboarding), knowledge management, reporting, and analytics within the ServiceNow platform. During the course you typically work in a sandbox student instance, applying your knowledge through labs and real-world scenarios.

Key Features

  • HR Case Management – Create, assign, track and resolve HR-cases (employee requests, HR tasks) in a centralized system.
  • Employee Self-Service & Portal (Employee Center) – Allow employees to access HR services, knowledge articles, requests and status updates via an intuitive portal.
  • Lifecycle Events / Employee Journeys – Automate HR processes like onboarding, transitions and offboarding through predefined journeys and tasks.
  • Knowledge Management & HR Service Catalog – Build HR knowledge bases and service catalogs enabling employees to find answers and initiate requests without manual HR intervention.
  • Reporting, Dashboards & Analytics – Use performance analytics, dashboards and surveys to measure HR service performance and drive improvement.
  • Security & Access Control – Configure roles, security constraints, access criteria (e.g., HR Profiles, HR Criteria) to ensure proper data access and governance.

Course Objectives

  • Understand the HRSD Platform: Gain a strong foundation in the core concepts, architecture, and components of ServiceNow HR Service Delivery.
  • Streamline HR Processes: Learn to automate and optimize HR operations such as onboarding, case management, and employee lifecycle management.
  • Configure HR Services: Develop the ability to design and configure HR service catalogs, portals, and workflows to enhance employee experience.
  • Integrate with Other Modules: Learn how to integrate HRSD with other ServiceNow applications like ITSM, Payroll, and third-party HR systems.
  • Implement Best Practices: Understand HRSD implementation best practices for improving compliance, productivity, and data accuracy in HR operations.

Job Opportunities After Completing the course

  • ServiceNow HRSD Developer
  • ServiceNow HRSD Consultant
  • HR Service Delivery Analyst
  • ServiceNow Administrator
  • HR Process Automation Specialist

Salary Prospects

Country
Average Salary
United States
$75,000 to $160,000 per year
United Kingdom
£40,000 to £100,000 per year
India
INR 6,00,000 to INR 35,00,000 per year
Australia
AUD 80,000 to AUD 180,000 per year
UAE
AED 120,000 to AED 240,000 per year.
Singapore
SGD 80,000 to SGD 160,000 per year

Who Should Take this Course?

  • HR Professionals
  • ServiceNow Administrators & Developers
  • IT and HR Process Consultants
  • Project Managers
  • Business Analysts

Course Content

  • What is HR Service Delivery?
  • HRSD vs Traditional HR Systems
  • Benefits of HRSD
  • HRSD Architecture & Components
  • HRSD vs ITSM
  • HR Case Management
  • HR Knowledge Management
  • HR Services & Catalog Items
  • HR Lifecycle Events (Pre-hire, Onboarding, Transfer, Offboarding)
  • HR Service Portal (Employee Center)
  • HR Tables & Records
  • Core Tables: sn_hr_core
  • HR Case Table Structure
  • HR Profiles vs User Records
  • User Criteria & Role-Based Access
  • Scoped Application Security (HR Scoped vs Global)
  • Roles (hr_basic, hr_case_writer, hr_admin, hr_manager)
  • User Criteria Configuration
  • Data Separation & Confidentiality
  • COE-Based Access Control
  • Create HR Cases Manually / Automatically
  • HR Case States & Progress Tracking
  • Assignments, Watchers, Tasks
  • HR Case Templates
  • COEs (Centers of Excellence)
  • HR Case Service Mapping
  • HR Services vs HR Catalog Items
  • Creating HR Services
  • Creating HR Catalog Items
  • Record Producers vs Catalog Items
  • Multi-step form configuration
  • HR Tasks / SLAs
  • Knowledge Article Creation
  • Knowledge Base Setup
  • Approval & Publishing Workflow
  • HR KB Security & Access
  • Search Optimization
  • What are Lifecycle Events?
  • Event Types: Pre-Hire, Onboarding, Transfer, Termination
  • Task Templates
  • Activity Sets
  • Configuring HR Journeys
  • Notifications & Reminders
  • Automated onboarding workflows
  • What is Employee Center / HR Portal?
  • Portal Configuration
  • Branding & Theme
  • Widgets, Pages, Menus
  • HR Knowledge on Portal
  • Self-Service HR Requests
  • HR Guided Setup
  • Flow Designer for HR
  • HR Case Automation
  • Approvals
  • SLA (Service Level Agreement)
  • Notifications
  • Data Separation
  • Encryption & Masking
  • GDPR Compliance
  • Retention Policies
  • Sensitive Data Handling
  • Integration with:
    • ✅ Workday
    • ✅ SAP SuccessFactors
    • ✅ Oracle HCM
    • ✅ Active Directory
    • ✅ Payroll Systems
  • Integration Methods:
    • ✅ REST/SOAP APIs
    • ✅ MID Server
    • ✅ File-based Integration
    • ✅ Web Services
  • Employee Document Management
  • Case Categorization
  • Predictive Intelligence (AI/ML)
  • Virtual Agent for HR
  • Mobile HRSD Experience
  • Proactive HR Services
  • HR Case Reports
  • KPIs & Metrics
  • HR Manager Dashboards
  • Analytics & Performance Monitoring

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