Service Management PoC

Conceptual Design - HR, WFM and Finance

Daniel Vinterdag
2022-04-09

Content
Introduction...........................................................................................................................................1
Data model ............................................................................................................................................2
Access model..........................................................................................................................................4
Cross scope access..............................................................................................................................4
Integrations............................................................................................................................................5
Get to know the PoC Application...........................................................................................................5
Continued development.........................................................................................................................6
Introduction
The intention of this document is to give sufficient information to take design and learnings from the
PoC application into the continuation project.

Conceptual design
Three Scoped application with separate access models that extends from the Global Scope so that
Global Scope capabilities can be used.

HR has been used for the PoC scope. WFM and Finance will follow the same concept.

The Employee Service Center, Service Catalog and the ability to isolate the service from Global scope
and per scoped application are important components of the design.
At the same time there is a need to have the ability to use Global scope capabilities and read /
update Global Scope data. Catalog Task is one example.

Data model

A few design considerations:

 Reuse common fields from Task.

 Allows for SLA tracking.
 Allows for building record producers from tables dedicated to a specific category with
category specific fields.
 Separates access with specific roles per table.

Cases will have the need for Tasks to be perfomed. HR Service Task will have a reference to HR
Service Case
There is a need to track employee specific data that do not fit within the Global table User.
Requirements are not clear yet but we expect to have employee number and maybe personal home
address.

The Employee table fits conceptually well within the HR Scope with access for the other scopes to
Read and maybe Update some data depending on requirements. As set up in the PoC there is a
reference to the User table.

A few design considerations:

 Do not overburden the User table with Employee data and Secure Employee data access so
that readability is on a need to know basis.
 We must be able to track an employee that has no access in the Securitas AD.
(Support onboarding / Off boarding etc.)

Continued requirements and design work might find the need to reference table (object) in Finance
and / or WFM scoped application.

The continued design work should also consider if there are other objects that must be shared in
between the HR, WMF and Finance scopes. If so, the Employee table might join these objects in a
shared scope for Service Management that supports the other applications.
Access model
These are the access roles set up of HR Service Management.

For the PoC the roles have been set up so that if you get the higher access, you also get the lower.
HR Service is the base access. If a user is given the HR Service Sensitive Role the HR Service role is
also given. HR Service Sensitive contains the HR Service role. Like wise for the HR Service Sensitive
Misconduct role that contain both the previous mentioned roles. HR Service Admin has been set up
to represent the role that will manage application properties, administration data etc.

For the continued development it is recommended to set up Groups of type access. When users are
added to these groups, they get the needed access roles. With this set up there might not be a need
to have contained role. Becomes more visually clear when roles needed are added to the Group.

In the PoC HR Service Role has been given access as the ITIL role has to Request Management tables.
This is so that the HR agent can work with Catalog Tasks. The same concept will have to be applied to
WFM and Finance.

Watch the video linked under Get to know the PoC Application for more design considerations.

Cross scope access

The requirements are not clear and must be defined.

As for the PoC the access is too generic.

Integrations
Recommended approach is to use the Global Integration Platform.

A lot is yet to be defined.

As an example, we have the need to get Employee data from Oracle HCM.

The trigger for getting the data is not defined as we do not have the requirements for this yet. Do we
need it in real time, or can we use a schedule?

The recommended approach in ServiceNow is to make use of the Integration Hub Automation Engine
and Flow Designer. In a Scheduled approach the Scheduled job would trigger a Flow that executes a
REST Call Action to get new Employee data.

Get to know the PoC Application

https://securitassandbox.service-now.com/

There are three users that have been set up to demonstrate the access separation.

HR Service

- Has got the basic HR access via access role

HR Service Sensitive

- Has got access to more sensitive cases such as Payment (group of categories classified as
sensitve)
HR Service Misconduct

- Demonstrates the ability to have very specific access according to a single category

There is a video demonstrating the access separation concept, but it can also be beneficial to see
navigation, Work Space etc.

Continued development
The recommended approach is to use the PoC as a conceptual guidance and build new applications
for HR, WFM and Finance according to the concept. The PoC contains fields and objects that might
not be part of the continuation. The data model is yet to be finalized to cover the needs of the use
cases.

If needed it is possible to publish an update set of the application for back up purposes. Do not rely
on this method for releases during continued development.
Make use of application repository and consider to make use of parts of team development concept.

When exploring the PoC the App Engine Studio is a good way to start followed by Studio for a more
detailed development environment.
App Engine Studio is a good way to start by exploring Experience to see what different user
interaction interfaces that have been considered.

For more detailed development then use Studio