Click    when you are finished. Welcome to the HR Issue Management learning. Click each sequential tab below to find key learnings and information.   {magictabs width="100%"} Introduction:: The Human Resource (HR) Issue Management service supports issue resolution and help for key HR related areas. An HR issue is defined as a question or issue with any Human Resource policy, guideline, or program. Effective HR Issue Management meets the following goals and associated benefits.   Goals & Benefits Goals Benefits Align HR operational services with current & future business and customer needs. Improve the quality of HR internal operational services. Provide accurate record keeping for legal reasons. Deliver efficient processes to ensure users receive appropriate and correct responses. Provide standardized business support models & service targets (SLAs). Enable employees to receive and understand answers provided. Enable service agents to escalate to different program offices as needed. Use of a common toolset that ensures data consistency with more accurate and meaningful measurements. Leverage efficiency from research, compliance, and productivity opportunities. Roles A role is a category assigned to a user, or to a group of users, that defines access privileges to functionality in the Integrated Service Management Platform (ISMP) system. In the HR Issue Management service, there are 2 primary roles: HR Issue Manager     Responsibilities Manage the effective operation of the "HR Issue Management" process flow. Represent the first stage of support for technical issues found with the tool that interrupts support for issues created from our employees. Coordinate activities that provide the necessary tools to HR Issue Specialist Level 1, 2 & 3 users. Activities may include communication, preventative actions, and implementation of best practices that improve the support provided. HR Issue Specialist     Responsibilities Resolve internal customer queries regarding benefits and other internal programs. Gather & clarify feedback and other information from internal/external customers through various methods. Research relevant guidelines and respond to inquiries promptly. When dealing with more complex queries, involvement with other customers in or across different functions may be needed. Provide coaching, influencing, and dispute resolution strategies to managers and other customers regarding company or benefits policies.   HR Issue Specialist Levels Within the HR Issue Specialist role, there are different levels. Role levels range from HR Issue Specialist Level 1 through Level 3. HR Issue Management has several tiers for increasing levels of expertise and support for issue handling. The HR Issue Specialist Level 1 is the first and primary point of contact for users when there is a question or need to contact Human Resources. Your specific service, service component, support skill, product feature, site location, and your role level determines if you have the appropriate support experience & coverage for particular ticket assignments or ticket escalations routed to you. |||| Process Flow:: High Level Process Flow HR Issue Management involves the customer and HR Team (can involve the HR Issue Manager and HR Issue Specialist) to follow processes for identifying, documenting, and resolving issues. Below is a high level process flow how activities and steps are often coordinated. The process goal is to achieve effective, efficient, and accurate issue resolution. The first point of contact is often the HR Issue Specialist. Depending on the role level, responsibilities, and HR related process (area being affected by the issue), key steps and escalations may vary. The HR Issue Specialist Level 1 through Level 3 have important roles in the process. The following learning highlights each role level's process activities.   HR Issue Specialist:   Level 1   {showhide title="See More ..." changetitle="Hide ..."} An HR Issue Specialist Level 1 can take any Issue. They are often the first point of contact. How HR Issue Specialist Level 1 answers the questions. The HR Issue Specialist Level 1 may answer an HR Related question via email, phone, chat, ticket, or logs using the HR module in the Integrated Service Management Platform (ISMP) tool. Is the problem resolved?   Yes? If the HR Issue Specialist Level 1 is able to assist the employee and no further assistance or action is needed, he/she sets the HR Issue to a status of Resolved. Is the problem resolved?   No? If the HR Issue Specialist Level 1 cannot answer the question, he/she has the choice to escalate to Level 2 or 3 depending on the issue. To escalate, the issue classification is changed (if needed) and the Escalate feature is used in the HR module to modify the process role to a Level 2 or Level 3 HR Issue Specialist. Level 2 is the program office such as Payroll, Stock, Retirement, Benefits ... people who specialize in whatever type of HR Issue being worked. Level 3 (Customer Care) is engaged when the issue is complex and could involve more than 1 program office (level 2). For example: If an employee relocates to another site or country and their start date is incorrect, and the employee is missing pay. This would involve multiple program offices to correct. If an employee moves to a new state and the incorrect taxes are being withheld from their paycheck, and the HR Issue Specialist also notices that the transfer row for the move to the new state is the wrong date. Level 3 would receive the ticket Issue and work with both Payroll and Staffing to correct the issues. Several different reasons could contribute to an issue being escalated to Level 3 such as Tragic Events or Open Door investigations. {/showhide}   HR Issue Specialist:   Level 2   {showhide title="See More ..." changetitle="Hide ..."} An HR Issue Specialist Level 2 can only take HR Issues related to the program that he/she supports (Payroll, Stock, Benefits etc.).   Level 2 receives issues through the HR Issue Specialists Level 1 and Level 3, and directly from employees or HR Reps or via email. Level 2 may also have their own email address set up. researches to determine answers and responds through the HR Issue ticket to the employee. may send the issue back to Level 1 or to Level 3 depending on what the issue is. Level 3 requires all tickets are returned to them so that they can ensure the employee's issue is fully resolved. {/showhide}   HR Issue Specialist:   Level 3   {showhide title="See More ..." changetitle="Hide ..."} An HR Issue Specialists Level 3 can take any HR Issue.   Level 3 receives issues via email, IM, Phone, Level 1, Level 2 or Vendors (such as from Hewitt or Tragic events). may need to mark issues as sensitive (issues are not automatically set to sensitive). It is important to do so if needed. works issues with the employee (or whoever the person is that escalated the issue) via email. The details are logged in the HR Issue ticket. may escalate the issue through the ISMP tool to Level 2 for an answer, but Level 2 will send the ticket back to Level 3 to close with the employee. closes the ticket when the employees issue is completely resolved. {/showhide} |||| Issue Structure:: HR Issue items are logged and tracked using the Service-Now system application tool. This section presents information and learning about the Service-Now tool. To effectively use this tool, it is important to understand tool navigation, key terms, HR issue classifications and their corresponding HR module navigation, and how HR issues are routed within the system for resolution processes.   Service-Now Tool Navigation When working in the Service-Now tool, color-coded Field Indicators identify requirements for specific fields. Field Indicator Description Mandatory field the requires a value. Mandatory field with a current value. Changed field in the working session not saved to the database. Field value is set by the system. Reference field (click the magnifying glass icon to display data selection options).

Click to view a demonstration how to Navigate the Service-Now Tool.

Key Terms   {showhide title="See More ..." changetitle="Hide ..."}

The following key data field terms are used when working with the Service-Now tool.

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HR Module Navigation   {showhide title="See More ..." changetitle="Hide ..."}

The HR Module exists within the Service-Now tool and includes several key sections. The HR Module is the primary console used to create new HR Issues, search for issues, and work (document) existing issues across teams within the HR Service.

Click to view a demonstration how to Navigate the HR Issue Management Module (within the Service-Now tool).

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Classification Structure   {showhide title="See More ..." changetitle="Hide ..."}

Selections made on the HR Issue form are what determines the classification, and who are the available persons that can be assigned to that particular issue. Most tickets start out assigned to an HR Issue Specialist Level 1. This classification, in addition to the Process Role of the HR Issue, determine the group of individuals who will be assigned to work the issue. Four key data fields define how the issue is classified.

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HR Issue Routing   {showhide title="See More ..." changetitle="Hide ..."}

HR Issues are configured to use Product Based Routing. This helps route tickets to the more granular level of a product. Two fields are enabled with the use of product based routing.

In addition to classifying an HR Issue by Service and Service Component, Issues can also be classified by an additional level of granularity captured in the Activity Log which tracks all saved Location changes.

Click to view a demonstration how to Manage Location Based Routing.

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Submitting an HR Issue   {showhide title="See More ..." changetitle="Hide ..."}

Submitting an HR Issue includes the above learning items:   understanding the Service-Now tool, using the HR Module, classification structure tied with issue assignment, and identification of the appropriate ticket routing for process purposes.

This brings you to our current point in the HR Issue Management process where an HR issue ticket is submitted. Use the below demonstration to learn how an HR Issue ticket is submitted.

Click to view a demonstration how to Submit an HR Issue.

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Knowledge Articles::

• fix or resolve employee questions,
• answer commonly asked questions, or
• manage the collection of useful knowledge for future reference.

Knowledge articles provide important reference documentation as they represent a collection of information housed in a knowledge base that contains many different knowledge articles. In Knowledge Management, we start by building HR specific knowledge into the knowledge base. The HR specific knowledge articles are only accessible to those who have membership to the HR module.

In the process of working an HR Issue, the HR Issue Specialist needs to identify if there are any predefined knowledge articles that can be applied to quickly resolve or answer an employee's question. The knowledge base is searched for existing solutions and answers. If after searching there is no knowledge article found, you have the option of creating a new one (which requires a review and approval) or none. Besides facilitating a quicker HR Issue resolution, a knowledge base also:

• Facilitates knowledge sharing and transfer among the HR support personnel.
• Enables the performance measurement of individuals on the support team.

Knowledge Articles:  Use   {showhide title="See More ..." changetitle="Hide ..."}

After searching for a knowledge record, you can do the following activities: Use a knowledge article if it resolves or answers the customer's question. Note that more than one knowledge article can be applied to an HR Issue. Provide feedback if the knowledge article is found to have gaps or missing key words. Edit the article if it is incorrect or has gaps, and you have correct information. Add (create) a new knowledge record.

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Knowledge Articles:  Search   {showhide title="See More ..." changetitle="Hide ..."}

• Searches are based off of what is entered in the short description, service, service component, support skill, product, and/or in the process role fields.
• Searches should have a minimum of 3 searches performed using three different keywords/phrases.
• Refine searches by selecting "search all articles."
• NOTE:  Draft articles are not available using Search. The article must be in a Review or Published workflow.

Click to view a demonstration how to Search For a Knowledge Article.

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Knowledge Articles:  Create (New)   {showhide title="See More ..." changetitle="Hide ..."}

If you are not able to find an existing knowledge article that resolves a customer's issue or if this is the first time the issue has been introduced into the environment, you may need to create a new knowledge article.

Note that you can create a new Knowledge article only if

• no knowledge article currently exists,  or
• the HR issue is being reported for the first time.

Click to view a demonstration how to Create a Knowledge Article (New).

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Knowledge Articles:  Change (Edit / Update)   {showhide title="See More ..." changetitle="Hide ..."}

If a knowledge article is found to have gaps or missing information, anyone can update that article by adding feedback or editing it. The Knowledge Manager reviews the feedback and edited article to make additional as needed.

HR Issue Specialists and HR Issue Managers play an instrumental part in ensuring the accuracy of the knowledge articles that are available. It is very important to review, reuse, and improve the existing knowledge base and articles when possible.

Click to view a demonstration how to Change a Knowledge Article (Edit).

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Issue Resolution::

The key process steps involved in HR issue resolution include:

Assignment / Re-assignment

The assignment of HR issues to the appropriate group and HR Issue Specialist is critical. Routing and assignments help to expedite service for effective turnaround and solutions. The following factors are considered for routing and assignment. How is it used? Your role, combined with the Service Component, Support Skill, Product, and Location determine if you have the ability/experience for the ticket assignment or escalation routing. These fields can be modified to route an HR issue to a different set of available assignees as needed. When is it used? If an HR issue is properly routed and it needs to be assigned, it is as simple as clicking the magnifying glass icon next to the Assigned to field. This presents you with a list of available assignees that support the particular type of ticket and issue. Why is it important? There are times that a ticket may need to be assigned and worked by another support group in HR. Managing the HR issue routing and assignment is as simple as changing several fields in the HR Module of the Integrated Service Management Platform (ISMP) system.

Due to the exclusive use the Human Resources module and restricted permissions, HR issues cannot pass tickets to support groups outside of HR such as those that support the software. If there is a support need that requires submitting a ticket to a group outside of HR, HR can create a new ticket for the HRC team or any other non-HR team by using the incident module.

Click to view a demonstration how to Re-assign an HR Issue.

Search   {showhide title="See More ..." changetitle="Hide ..."}

If there are any HR issues that exist for the employee before the HR team started using the ISMP platform, that ticket data will be available for reference in the ITSMR reporting database. The database holds historical HR data for reference purposes.

Click to view a demonstration how to View Existing Employee HR Issues.

Click to view a demonstration how to Search & Filter For HR Issues.

Click to view a demonstration how to Run a Report.

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Notes   {showhide title="See More ..." changetitle="Hide ..."}

• document the work that was done on the employees issue or question.
• Ensure documentation is up-to-date and accurate. You do this in the Work notes field in the HR Issue form.
  
  When you 'Save' the HR Issue form, all text documented in the Work notes field is automatically written (permanently) for the records activity log.

Work notes are private by default. Web Service controls the view of customer facing communication and notes.

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Escalation   {showhide title="See More ..." changetitle="Hide ..."}

In an HR Issue Management support area, there can be multiple levels of support specialists. Depending on the HR Issue Specialists role, the type of HR issues supported may vary. The ISMP platform has an in-built system of escalations rules. The tool automatically assigns an HR Issue to the next role in the escalation path when using the Escalate feature. There is also a de-escalate feature available to move an issue back to the previous role level. The HR Issue Manager and HR Issue Specialist both have the ability to escalate an issue to the next level of handling by using the Escalate feature or de-escalate feature.

Click to view a demonstration how to Use the Escalate and De-Escalate ISMP Feature.

• SLAs are the commitment that Human Resources makes to the customer for how long it will take to manage an issue.
• OLAs are the time commitments between the different and/or multiple groups working together to resolve an HR issue.


• An SLA will always use the Create date as the start time regardless if the ticket is reassigned or changes priority. If a ticket is escalated to a higher level or to a different group within HR, the SLA clock does not reset. The total time each group spends on the HR issue is considered in the OLA.

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Resolve   {showhide title="See More ..." changetitle="Hide ..."}

• The customer is notified from the system, unless the Sensitivity field is set to "No Close Notice" or "Sensitive".
• A Survey is sent to the customer from the system.
• The ticket is auto-closed 14 days after it has been in Resolved status.

Click to view a demonstration how to Resolve an HR Issue.

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Issue Features::

Parent Tickets

Field	Description
Parent ID	You can relate HR Issues together by pasting the HR Ticket ID into the Parent ID field of a ticket.
	The result creates a linkage of the 2 tickets.
Human Resources Issues	You can view HR Issues that have a relation to each other by clicking the Human Resources Issue tab located at the bottom of the HR issue form.

Non-Customer Tickets

There may be situations when the customer of the ticket is not an Intel employee or a retired employee. If a ticket needs to be created for a non-Intel employee, you can type the word "non" in the Requested For or in the Requested by fields. The system's autofill feature automatically starts to filter available options for you to choose. Select "non - Customer, External" from the available list.

Home Page:  Customize   {showhide title="See More ..." changetitle="Hide ..."}

Click to view a demonstration how to Customize Your ISMP Homepage.

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Templates   {showhide title="See More ..." changetitle="Hide ..."}

Click to view a demonstration how to Create and Use Templates.

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Attachments   {showhide title="See More ..." changetitle="Hide ..."}

Step	Action
1	Click the Attachment  icon.
2	Browse for the file, picture, or document you want to attach to the HR issue.
3	Click to select the file, then click the Attach button and close the dialog box.
	Result: The attached file is now shown directly under the header of the ticket. The attachment can be viewed at anytime by clicking on it. The file can also be removed by selecting the Manage Attachments link.

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Email   {showhide title="See More ..." changetitle="Hide ..."}

Step	Action
1	Click the Email  icon in the upper right corner of an existing HR Issue.
2	The email is sent from the ISMP server.
	The email is automatically addressed to the customer with your email listed in the CC field. If needed, you can modify or delete your email address.
	Note that the ticket number and Subject line are populated. Important:  Do not modify the Subject or From fields content. These two pieces of information are necessary for the two-way conversion capturing that the email functionality provides.
After sending the email to the customer, the entry will be logged in the activity log of the HR issue. If the customer replies to the email, those details will also be entered into the activity log. Customers will automatically be notified upon resolving an HR Issue unless the Sensitivity field is engaged and workflow prevents those notifications. They will also be notified when the state of the HR Issue changes. Notifications for you as an HR Specialist or HR Manager can also be set up on a custom level for any particular person.

Click to view a demonstration how to Modify Your Personal Email Preferences.

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||  Completion  ||::

Click    when you are finished.

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