ServiceNow HRSD for Labour Relations Case Management Training Course

Course overview

Labour relations cases demand more than accurate notes and timely email responses. Grievances, disciplinary matters, bargaining-unit disputes, accommodation issues and policy complaints often involve strict deadlines, sensitive evidence, union representatives and multiple internal stakeholders. When case information is held across inboxes, shared drives and spreadsheets, HR teams struggle to demonstrate consistent treatment, protect employee privacy, identify recurring issues and give leaders a reliable view of risk. This course shows participants how to use ServiceNow HR Service Delivery (HRSD) to organise labour relations casework into a controlled, auditable process.

Participants learn how ServiceNow HRSD supports employee relations and labour relations case intake, categorisation, assignment, case lifecycle management, HR tasks, document handling, approvals, knowledge use and reporting. They practise translating collective agreement provisions, organisational policy and case-routing rules into practical case-management requirements. The course develops the ability to design case categories, configure case templates and assignment groups, manage restricted information, define service-level targets, record investigation activity and build dashboards that reveal backlog, ageing, grievance themes and workload distribution.

Instructor-led demonstrations are followed by guided work in a ServiceNow training environment. Participants work through a realistic unionised workplace scenario involving a grievance and disciplinary complaint, from intake through resolution and reporting. They leave with a labour relations case-management blueprint containing a case taxonomy, routing model, lifecycle stages, required data fields, escalation rules, reporting measures and an implementation action plan that can be adapted for their own HR operation.

The course is suited to HR professionals who own employee relations processes, ServiceNow administrators supporting HRSD, and HR transformation teams responsible for improving the consistency, traceability and governance of labour relations work.

Course objectives

By the end of this course, participants will be able to:

• Configure labour relations case categories, services and case templates in ServiceNow HRSD
• Design intake forms that capture grievance, disciplinary and collective-agreement information consistently
• Build assignment rules and escalation paths for HR advisors, labour relations specialists and managers
• Map a labour relations case lifecycle from intake through investigation, resolution and closure
• Apply role-based access and sensitive-case controls to protect employee and union-related information
• Create HR tasks, approval steps and document requirements for investigation and grievance workflows
• Produce Performance Analytics dashboards for case ageing, workload, themes and service-level performance
• Develop a labour relations case-management blueprint for an organisational implementation

Benefits of attending

Target competencies

Who should attend

• Labour Relations Specialists — who manage grievances, union correspondence and collective-agreement disputes
• Employee Relations Advisors — who need a controlled system for disciplinary, conduct and workplace complaint cases
• HR Service Delivery Managers — who oversee case quality, workloads, service levels and HR operations
• HRIS Analysts — who translate HR process requirements into ServiceNow HRSD configuration
• ServiceNow HRSD Administrators — who configure case types, security, routing and reporting for HR teams
• HR Transformation Project Leads — who are implementing or improving digital labour relations case management

Requirements and prerequisites

Participants should understand the basic purpose of labour relations or employee relations casework, including grievances, investigations, disciplinary processes, workplace policies and confidentiality obligations. Familiarity with the organisation’s collective agreement, escalation practice and HR case-handling terminology is useful. Learners should be comfortable navigating browser-based business applications and working with forms, lists and spreadsheets. Prior ServiceNow configuration experience is not required; the course introduces the relevant HRSD interfaces and concepts before configuration exercises begin. Coding, scripting, API development and prior certification are not required.

Training methodology

The five-day course combines instructor-led explanation of labour relations operating models with live ServiceNow HRSD demonstrations and structured configuration labs. Participants work in small groups on a unionised workplace case involving a grievance, an investigation and time-sensitive escalation requirements. Exercises cover case forms, routing, HR tasks, security decisions, knowledge content and dashboards rather than abstract platform theory. Each day closes with a practical artefact, and the final session converts these artefacts into an implementation plan for the participant’s own labour relations environment.

Course outline

Day 1: Labour Relations Case Management Foundations

• Labour relations, employee relations and HRSD case-management operating models
• ServiceNow HRSD navigation, workspaces, case records and related lists
• Grievance, disciplinary, complaint and collective-agreement case taxonomy
• Case intake channels and employee self-service design
• Case lifecycle stages, status definitions and closure criteria
• Stakeholder roles for HR advisors, labour relations specialists, managers and union representatives
• Case data model requirements for deadlines, bargaining units, articles and outcomes

Workshop: Participants analyse a sample labour relations process and produce a case taxonomy with required intake fields and lifecycle stages.

Day 2: Configuring Intake, Routing and Work

• HR services and case templates for labour relations requests
• Record producer and form design for grievance and discipline intake
• Mandatory fields, conditional questions and data-quality controls
• Assignment groups, assignment rules and advisor workload routing
• HR tasks for investigation, evidence collection and management review
• Service-level targets, due dates and escalation triggers
• Email notifications and stakeholder communication checkpoints

Workshop: Participants configure a grievance case template, intake form, routing logic and HR task sequence for a supplied scenario.

Day 3: Confidentiality, Evidence and Case Governance

• Role-based access control for sensitive HR and labour relations records
• Criteria for restricted cases and segregated case visibility
• Document attachment handling and evidence-management practices
• Case notes, activity records and auditable decision documentation
• Approval workflows for settlement, disciplinary and escalation decisions
• Knowledge Management articles for policy and collective-agreement guidance
• Privacy, retention and defensible recordkeeping considerations

Workshop: Participants create a sensitive disciplinary-case control design covering access roles, document handling, approvals and audit evidence.

Day 4: Investigations, Grievances and Operational Insight

• Investigation workflow design for allegations, interviews and findings
• Grievance tracking against collective-agreement deadlines and articles
• Case correspondence, stakeholder updates and communication history
• Root-cause categorisation for recurring workplace issues
• ServiceNow list views, filters and saved reports for case operations
• Performance Analytics indicators for volume, ageing, backlog and resolution time
• Dashboard design for labour relations leaders and HR service managers

Workshop: Participants build a labour relations dashboard and use case data to identify overdue grievances, workload bottlenecks and recurring dispute themes.

Day 5: Implementation Blueprint and Applied Simulation

• Requirements prioritisation for an HRSD labour relations rollout
• Configuration decisions versus policy and process decisions
• User acceptance testing scenarios for grievance and investigation workflows
• Data migration and legacy case-record considerations
• Change-management communications for HR advisors and managers
• Operating metrics, governance reviews and continuous improvement cadence
• ServiceNow HRSD implementation roadmap and ownership model

Workshop: Participants complete an end-to-end case simulation and present a labour relations case-management blueprint with configuration priorities, measures and rollout actions.

Tools & standards covered

ServiceNow HR Service Delivery, ServiceNow Employee Relations Case Management, ServiceNow Knowledge Management, ServiceNow Performance Analytics

A typical training day

Live online deliveries follow the same structure in the East Africa Time zone, with shorter screen blocks and longer breaks.

What the fee includes

How you can take this course

Certification

Participants who complete the full five days receive the Skillset Development Certificate of Completion, stating the course title, course code, dates and delivery format — suitable for professional-development records and employer reimbursement.

Frequently asked questions