ServiceNow HRSD Training Outline

ServiceNow HRSD (Human Resources Service Delivery) Training Outline

1. Introduction to HRSD

  • What is HR Service Delivery?
  • HRSD vs ITSM vs CSM
  • Business benefits and use cases
  • HRSD architecture overview

2. HR Case and Knowledge Management

  • Creating and managing HR cases
  • HR case types and lifecycle
  • Configuring HR services and templates
  • Integrating knowledge articles with cases

3. HR Services and Service Catalog

  • HR services and catalog items
  • Creating HR service definitions
  • Using lifecycle events and templates
  • Eligibility and visibility settings

4. Lifecycle Events

  • What are lifecycle events?
  • Common events: Onboarding, Offboarding, Transitions
  • Creating HR lifecycle event templates
  • Managing tasks and approvals in events

5. Employee Center / HR Portal

  • Overview of Employee Center (Lite and Pro)
  • Configuring the HR portal
  • Branding and navigation
  • Customizing widgets and tiles

6. HR Workflows and Automation

  • Using Flow Designer for HR automation
  • Task routing and approvals
  • Notifications and SLA setup
  • Automating HR service delivery processes

7. Document Management

  • Generating documents with DocuSign/Adobe Sign
  • Using document templates
  • Attaching and storing employee documents
  • Securing sensitive HR files

8. Security and Role Management

  • HR roles and scoped applications
  • Access control for HR data
  • Managing employee confidentiality
  • HR Profile table vs User table

9. Employee Profile and Data Model

  • Understanding the HR Profile table
  • Relationship between user, profile, and case
  • Managing personal and job information
  • Using dynamic fields and UI policies

10. Reporting and Dashboards

  • Standard HR reports and KPIs
  • Building HR dashboards
  • Using PA (Performance Analytics) for HRSD
  • CSAT and employee satisfaction tracking

11. HR Integrations

  • Integrating with Workday, SAP, and SuccessFactors
  • HR integrations via MID Server
  • Using IntegrationHub for HRSD
  • Identity and employee onboarding integrations

Bonus: HRSD Certification & Project Tips

  • HRSD Certified Implementation Specialist exam guide
  • Project best practices and challenges
  • Common real-world HR scenarios
  • Practice questions and mock exams
Scroll to Top