• Paula Stotts

HR vs. IT – How to Use ServiceNow® to End the Feud

Updated: Nov 30, 2020

Democrats vs. Republicans Packers vs. Bears Cats vs. Dogs

IT vs. HR?


HR Human Resources versus IT Information Technology departments use servicenow

Some rivalries run deep, caused by a long-standing sense of pride and belonging. The rivalries that live within your ServiceNow instance are born out of conflicting features and security requirements. But it doesn’t have to be this way! Let’s take a quick look at how things used to be, and how they can be handled going forward.



Good Scoping Makes Good Neighbors


With the way the technology is structured, many companies are unable to keep the IT department from having administrative access to their entire system. That means IT could have access to sensitive materials, such as disciplinary records, social security numbers, or payroll information.


HR sharing a platform with IT can cause serious compliance and audit problems. Let’s face it, audit findings are painful and cause multiple issues for organizations, such as fines, potential bad press, loss of morale among employees, and repeat visits from auditors - UGH. That’s why it’s important to understand how things can be set up properly, and why ServiceNow’s latest version (at the time of this writing) is so beneficial in this area.


The ServiceNow Paris release provides HR with a “Scoped Application.” This is a fancy term for saying it’s locked down tighter than Fort Knox. Whereas before, it was more like the Death Star… an IT person that knew what they were doing and had Admin access could find their way in. This presented a problem for HR due to the sensitive nature of the material in their control (salaries, SSNs, etc.). Individuals need a certain level of clearance to view such confidential information, so only a select few are allowed access.



servicenow version paris IT versus HR

ServiceNow’s Scoped HR Application – Let’s go to Paris


ServiceNow’s new HR application, in addition to having a lot of added features, is built entirely within a walled sandbox. IT can’t see or access any HR information unless HR specifically allows it. ServiceNow Administrators can’t even see HR tables or links, let alone the data within them. Instead, a role called “HR Admin” has the sole permission to develop and modify within the HR table. But have no fear IT! The HR Admin cannot modify or develop items outside of the HR application. They’re trapped in their garden, just as you’re kept out of it. Additionally, HR Employee relations cases (cases that are HR sensitive, such as an employee harassment complaint) can now be created without an “Opened for” person, adding an additional layer of security to ensure that sensitive HR information remains confidential.


Alright, so we’ve established we can all live within the same system without pouncing on each other — but what good does sharing a system do for us then? The biggest example is Onboarding. With HR and IT living on the same platform, the entire recruitment and hiring process can be done in the HR Application. When it’s time for April to be on-boarded, Leslie can kick off the HR workflow and have the IT-focused workflow for equipment and access setup triggered automatically at the proper time so that Ron gets notified of the necessary tasks. Additionally, certain fields such as Employee Start/End dates are available outside the HR Scoped application and can be restricted to certain users, such as department managers. This provides a single source of truth between HR and IT, which ensures data accuracy. That way, we know Nina in accounting has her access to systems needed in accounts payable and is ready to go on her first day.


Are you managing HR in a global organization? The Paris Release features a translation functionality for HR cases and tasks. This way, employees can view HR cases and tasks in their native tongue and not have to rely on a famous translation app that starts with the letter “g” in order to submit a case to HR.


The Paris release also includes an Employee Service Center, which is a portal for employees to use which allows them to submit their own cases, complete HR-related tasks, and review HR FAQ’s and knowledge bases. Want to reduce your calls about company paid holidays to HR? The HR Employee Service Center is the solution to free up your HR generalists for more pressing issues. HR-related campaigns enable automation to deliver messages to intended audiences, whether it’s employees in a certain country, or a message to a certain employee type within a company, such as exempt employees.

Contact us to request more information on how Cerna Solutions can help bring your Human Resources and IT departments together with ServiceNow.

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