The Complete Course from ExamCollection industry leading experts to help you prepare and provides the full 360 solution for self prep including CIS-HR: Certified Implementation Specialist - Human Resources Certification Video Training Course, Practice Test Questions and Answers, Study Guide & Exam Dumps.

ServiceNow CIS-HR Service Delivery (HRSD) Certification Exam – August 2025

Course Overview

The ServiceNow CIS-HR Service Delivery (HRSD) Exam training course is designed to provide a comprehensive understanding of the HR Service Delivery capabilities within the ServiceNow platform. This course is structured to help participants gain the necessary skills to implement, configure, and manage HRSD solutions effectively. It provides a deep dive into HR case management, employee document management, HR knowledge, and service automation.

The course is ideal for HR professionals, ServiceNow administrators, and implementation specialists who want to validate their knowledge and expertise in HRSD. Participants will gain hands-on experience through practical exercises and scenario-based learning to ensure they are well-prepared for the certification exam.

Learning Objectives

This course aims to equip learners with the knowledge to manage HR cases efficiently and automate HR processes using the ServiceNow platform. Learners will understand HR lifecycle events, employee service centers, and case routing strategies. The course emphasizes best practices for implementing HR services, improving employee experiences, and ensuring compliance with organizational policies.

Participants will also learn to integrate HRSD with other ServiceNow modules such as IT Service Management, Knowledge Management, and Performance Analytics. By the end of the course, learners will be confident in designing, configuring, and managing HRSD solutions in real-world scenarios.

Importance of HRSD Certification

Earning the CIS-HR Service Delivery certification validates your expertise in implementing ServiceNow HRSD solutions. It demonstrates your ability to optimize HR service delivery and improve employee satisfaction. Organizations benefit from professionals who can efficiently manage HR cases, streamline processes, and maintain accurate HR records.

The certification is recognized globally and positions professionals as experts in ServiceNow HRSD, opening opportunities for career advancement in IT, HR, and digital transformation domains. Professionals gain credibility with employers and peers, showcasing their capability to deliver high-quality HR services using the ServiceNow platform.

Course Structure

The training course is divided into multiple modules, each designed to focus on a key aspect of HRSD. Each module contains detailed explanations, practical exercises, and scenario-based examples. Participants will progress from foundational knowledge to advanced HRSD implementation concepts.

The course is structured to balance theoretical knowledge with hands-on practice. Learners will explore case management, HR knowledge management, service automation, and integration with other ServiceNow modules. The structured learning path ensures that participants build a strong foundation before moving to advanced topics.

Module Overview

Introduction to HR Service Delivery

This module introduces learners to the fundamental concepts of HRSD. Participants will understand the scope of HR service delivery within ServiceNow and the role of HR service delivery in modern organizations. Topics include HR lifecycle events, HR centers, and the employee service experience.

Learners will also explore the HRSD architecture, including case management, knowledge management, and HR services configuration. This module sets the foundation for understanding how HRSD supports employee experiences and organizational efficiency.

HR Case Management

This module focuses on the core functionality of HR case management. Participants will learn how to create, manage, and resolve HR cases efficiently. The module covers case templates, workflows, SLAs, and assignment rules.

Learners will understand how to route cases based on HR roles, case categories, and employee locations. Practical exercises will guide participants in configuring case management settings, creating task workflows, and automating notifications to improve HR service delivery.

HR Knowledge Management

Knowledge management is critical for effective HR service delivery. This module teaches participants how to create, organize, and maintain HR knowledge articles. Topics include knowledge base design, article approval workflows, and knowledge publishing.

Participants will learn how to leverage knowledge articles to provide self-service options for employees. The module emphasizes creating searchable, accurate, and relevant content that supports HR processes. Integration with case management ensures that HR representatives can link knowledge articles to cases to enhance resolution efficiency.

Employee Service Center

The Employee Service Center provides a unified interface for employees to access HR services. This module guides learners through the design, configuration, and customization of the Employee Service Center. Participants will explore portal components, navigation structures, and user personalization.

Learners will also learn how to configure widgets, catalog items, and HR service requests. The module highlights best practices for improving user experience, ensuring employees can easily find information and submit requests. Real-world examples illustrate how a well-designed portal can reduce HR workload and enhance service satisfaction.

HR Service Catalog

This module focuses on HR service requests and the HR service catalog. Participants will learn to create, manage, and automate HR service items. The module covers catalog design, request fulfillment, approvals, and notifications.

Learners will understand how to structure service offerings for ease of use. Automation is emphasized to streamline approvals, reduce manual work, and improve efficiency. Participants will practice configuring service catalog items, linking them to workflows, and managing request fulfillment processes.

HR Lifecycle Events

Understanding HR lifecycle events is essential for managing employee experiences. This module covers onboarding, offboarding, transfers, promotions, and other HR events. Participants will learn how to model lifecycle events using HRSD, configure tasks, and automate workflows.

The module emphasizes using HRSD to track and manage lifecycle activities efficiently. Learners will gain insights into integrating lifecycle events with other HR processes and using automation to reduce administrative burdens.

HR Integrations

Integrating HRSD with other ServiceNow modules and third-party systems is crucial for seamless HR service delivery. This module teaches participants how to connect HRSD with ITSM, knowledge management, and external HR systems.

Learners will explore integration strategies, data flow, and synchronization best practices. The module provides hands-on exercises to configure connectors, manage data mapping, and ensure data integrity across systems. Participants will understand how integrations improve HR service efficiency and accuracy.

Reporting and Analytics

Effective reporting is key to monitoring HR service performance. This module guides participants in creating reports and dashboards for HRSD. Topics include performance analytics, KPI tracking, and SLA monitoring.

Learners will practice configuring reports to provide actionable insights into HR case resolution, employee satisfaction, and service trends. The module emphasizes using analytics to identify bottlenecks, improve processes, and enhance HR service delivery outcomes.

Security and Compliance

HR data is sensitive, and managing it securely is critical. This module focuses on security, access controls, and compliance in HRSD. Participants will learn how to configure roles, permissions, and data protection policies.

The module covers regulatory compliance, data privacy, and auditing best practices. Learners will gain insights into designing secure HR workflows while ensuring compliance with organizational policies and legal requirements.

Best Practices and Implementation Strategies

This module provides practical guidance on HRSD implementation strategies. Participants will explore real-world scenarios, common challenges, and best practices for deploying HRSD successfully.

The module emphasizes planning, configuration, testing, and post-implementation support. Learners will understand how to align HRSD solutions with organizational goals, improve employee experiences, and optimize HR operations.

Hands-On Labs

Hands-on labs are integrated throughout the course to reinforce learning. Participants will practice configuring HR cases, building knowledge articles, creating service catalog items, and designing the Employee Service Center.

The labs simulate real-world HR scenarios, helping learners apply concepts practically. This approach ensures that participants gain confidence in using ServiceNow HRSD tools effectively and are well-prepared for the certification exam.

Assessment and Certification Preparation

The final module focuses on preparing participants for the CIS-HR Service Delivery exam. Learners will review key concepts, practice scenario-based questions, and assess their readiness through mock tests.

The module highlights exam objectives, question formats, and strategies for success. Participants will leave the course with a clear understanding of the exam requirements and the confidence to achieve certification.

Course Delivery Methods

The course is delivered using a blend of instructor-led sessions, self-paced learning, and hands-on exercises. Participants can access learning materials online, participate in interactive workshops, and practice in a sandbox environment.

This flexible delivery approach accommodates different learning styles and ensures participants gain both theoretical knowledge and practical skills. Regular assessments and feedback sessions support continuous improvement and learning retention.

Learning Outcomes

By the end of this course, participants will be able to implement and manage HRSD solutions efficiently. They will have the knowledge to configure HR cases, design the Employee Service Center, manage HR knowledge, automate HR workflows, and integrate HRSD with other systems.

Learners will be able to generate reports, monitor performance metrics, and ensure compliance with data security standards. They will also be prepared to pass the CIS-HR Service Delivery certification exam, demonstrating expertise in ServiceNow HRSD.

Course Requirements Overview

The ServiceNow CIS-HR Service Delivery course is designed for professionals seeking to deepen their knowledge and gain certification in HRSD. Understanding the requirements before enrolling ensures that participants can fully engage with the course content and gain maximum benefit. Requirements cover technical prerequisites, prior experience, and essential skills for success.

Meeting these requirements helps learners follow the course effectively, perform hands-on exercises, and prepare adequately for the certification exam. Ensuring that participants have the right foundation improves learning outcomes and confidence.

Technical Prerequisites

Participants are expected to have access to a ServiceNow instance for practical exercises. A personal developer instance or an enterprise sandbox environment is recommended. The instance should have the HR Service Delivery plugin activated and administrative privileges to configure HR services, cases, and knowledge articles.

A basic understanding of ServiceNow navigation, forms, lists, and modules is essential. Learners should be comfortable creating records, customizing forms, and accessing reports. Familiarity with the ServiceNow platform enhances the learning experience and allows participants to focus on HRSD-specific features rather than platform basics.

Prior Experience in HR or IT

While prior HR experience is not mandatory, familiarity with HR processes such as onboarding, offboarding, employee lifecycle events, and HR case management is highly beneficial. Participants with an HR background will find it easier to relate HRSD concepts to real-world scenarios.

IT professionals, administrators, and ServiceNow implementers benefit from having experience in IT Service Management or related modules. Knowledge of workflows, role-based access control, and process automation supports learning HRSD implementation techniques more effectively.

Understanding of HR Concepts

Participants should have a foundational understanding of human resource concepts. Knowledge of employee service centers, HR lifecycle events, HR compliance, and HR policies is valuable. This understanding allows learners to design solutions that align with organizational HR practices.

Familiarity with service catalogs, request fulfillment processes, and HR knowledge management concepts enables participants to configure HRSD efficiently. Understanding these concepts ensures that learners can create meaningful and practical HRSD solutions.

Platform Skills

Proficiency with ServiceNow platform navigation, lists, and forms is required. Participants should know how to create, edit, and manage records, as well as configure simple workflows and automation. Skills in reporting, dashboards, and analytics enhance the ability to monitor HR service delivery performance.

Experience with ServiceNow roles, permissions, and access control ensures learners can configure HRSD securely. Knowledge of user authentication, roles, and group assignments is important for managing sensitive HR data. Participants should understand how to assign responsibilities based on role hierarchy.

Browser and Software Requirements

Participants should have access to a modern web browser such as Chrome, Firefox, or Edge. A stable internet connection is necessary for accessing the online learning platform, ServiceNow instance, and course resources.

Familiarity with common office applications such as Microsoft Excel, Word, and PowerPoint is helpful for reporting, documentation, and scenario exercises. Participants may need to export data, create reports, and document configurations during hands-on labs.

Time Commitment

The course requires a dedicated time commitment for theory, hands-on exercises, and exam preparation. Participants should allocate sufficient hours weekly to complete modules, practice labs, and review materials. Consistent study ensures retention of concepts and readiness for the certification exam.

Time management skills are essential for balancing course requirements with professional responsibilities. Structured study schedules improve learning efficiency and allow participants to complete the course successfully.

Soft Skills for Success

Effective communication and problem-solving skills enhance the learning experience. Participants may collaborate in labs or discussions, requiring clear articulation of ideas and solutions. Analytical thinking helps in understanding workflows, case management logic, and automation processes.

Attention to detail is critical when configuring HRSD features, ensuring that cases, knowledge articles, and service requests function correctly. Participants should be able to follow step-by-step procedures and troubleshoot configuration issues efficiently.

Prerequisite Courses

While there are no mandatory prerequisite courses, completing ServiceNow Fundamentals or similar introductory courses is highly recommended. These courses provide foundational knowledge of platform navigation, basic administration, and workflow concepts.

Introductory courses ensure that learners can focus on HRSD-specific features rather than learning the platform basics concurrently. They provide a solid starting point for understanding advanced HRSD concepts and configurations.

Hands-On Practice Requirement

Active participation in hands-on exercises is required to gain practical experience. Learners must be able to configure HR cases, knowledge articles, service catalogs, and employee service centers within a ServiceNow instance.

Practical exercises reinforce theoretical knowledge, helping participants understand the impact of configurations on HR service delivery. Consistent practice improves confidence in applying skills to real-world scenarios.

Understanding HR Lifecycle Events

Participants should have knowledge of HR lifecycle events and their impact on HR processes. Understanding onboarding, offboarding, promotions, transfers, and other lifecycle activities is essential for configuring HRSD workflows effectively.

This knowledge allows learners to model HR processes accurately, automate tasks, and ensure that employees receive timely support throughout their lifecycle in the organization.

Data Management Skills

Basic skills in data management are necessary for maintaining HR records and ensuring data integrity. Participants should know how to create, update, and manage HR data within ServiceNow.

Understanding data relationships, field dependencies, and table structures ensures accurate configuration of HR cases, requests, and knowledge articles. Proper data management prevents errors and supports efficient HR service delivery.

Security Awareness

Participants should be aware of data privacy, security policies, and compliance requirements related to HR information. Understanding role-based access, permissions, and record-level security is essential for protecting sensitive employee data.

This knowledge ensures that learners can configure HRSD features without compromising data confidentiality. Compliance awareness is critical for adhering to legal and organizational policies.

Problem-Solving and Troubleshooting

The ability to troubleshoot configuration issues is a key requirement. Participants should be able to identify problems, analyze root causes, and apply solutions within the ServiceNow environment.

Hands-on labs and scenario exercises help learners develop problem-solving skills. These skills are vital for implementing HRSD solutions that function correctly and efficiently in real-world settings.

Collaboration and Learning Mindset

A collaborative mindset enhances learning outcomes. Participants should be willing to share experiences, discuss scenarios, and learn from peers. Active engagement in discussions and group exercises strengthens understanding.

A growth-oriented mindset is also essential. Participants should be open to feedback, embrace challenges, and continuously seek to improve their HRSD knowledge and skills.

Exam Readiness

To meet course requirements fully, participants should be prepared for certification exam conditions. This includes understanding exam objectives, question types, and time management strategies. Reviewing practice questions and taking mock exams is recommended.

Being exam-ready ensures that learners can confidently apply their knowledge and achieve CIS-HR Service Delivery certification. Preparation includes both theoretical knowledge and practical application of HRSD concepts.

Summary of Requirements

Successful completion of this course requires technical readiness, platform experience, HR knowledge, and soft skills. Participants must engage in hands-on practice, understand HR lifecycle events, manage data accurately, and ensure security and compliance.

The combination of prior experience, practical skills, and learning mindset prepares participants to implement HRSD effectively and succeed in the certification exam. Meeting these requirements maximizes the benefits of the course.

Course Description Overview

The ServiceNow CIS-HR Service Delivery course provides an in-depth exploration of HR Service Delivery capabilities within the ServiceNow platform. The course is structured to build practical knowledge and theoretical understanding, enabling participants to configure, implement, and manage HRSD solutions efficiently.

Participants will learn to streamline HR operations, enhance employee experiences, and ensure compliance with organizational policies. The course emphasizes real-world application, with hands-on labs, scenario-based exercises, and guided practice in a ServiceNow instance.

The curriculum covers key HRSD topics such as case management, employee service centers, HR knowledge, service catalog configuration, HR lifecycle events, integrations, reporting, analytics, and security. Participants will gain comprehensive knowledge to implement end-to-end HR service solutions.

Importance of the Course

This course equips professionals with skills to optimize HR service delivery and improve operational efficiency. Organizations benefit from employees who can implement ServiceNow HRSD effectively, ensuring faster case resolution, better knowledge sharing, and improved employee satisfaction.

Certification through this course demonstrates proficiency in ServiceNow HRSD and enhances professional credibility. Learners gain expertise recognized globally, opening career opportunities in HR technology, IT service management, and digital transformation roles.

The course also provides guidance on aligning HRSD solutions with business objectives, enabling organizations to leverage technology for better workforce management and service automation.

Core Focus Areas

The course focuses on several core areas to ensure participants acquire a complete understanding of HRSD. These areas include HR case management, HR knowledge management, employee service center design, HR service catalog, lifecycle events, integrations, reporting, and security.

Participants learn how to configure, automate, and manage HR processes using ServiceNow, ensuring efficient service delivery. The course emphasizes practical skills and real-world scenarios, preparing learners for certification and professional application.

HR Case Management

A major component of the course is HR case management. Participants learn to create, manage, and resolve HR cases efficiently. The course covers workflows, SLAs, assignment rules, task creation, and notifications.

Learners understand how to route cases based on employee location, HR role, and case category. Practical exercises guide participants in configuring case management features and automating tasks for faster resolution.

HR case management ensures that employees receive timely support and that HR processes are standardized and compliant. Participants will be able to design and implement case management solutions that improve service delivery quality.

HR Knowledge Management

Knowledge management is critical for reducing case resolution time and empowering employees. The course teaches how to create, approve, and maintain HR knowledge articles effectively. Participants explore knowledge base organization, approval workflows, and publishing best practices.

Integration with case management ensures HR representatives can link relevant knowledge articles to cases. Participants also learn to create self-service options for employees, improving service efficiency and reducing dependency on HR staff.

Employee Service Center

The Employee Service Center module is a core part of the course. Participants learn to design and configure a user-friendly portal for employees to access HR services. The course covers navigation, widgets, catalog items, and personalization options.

Learners explore best practices for improving employee experience and ensuring that the service portal is intuitive and accessible. Real-world scenarios demonstrate how an effective service center reduces HR workload and enhances engagement.

HR Service Catalog

Participants learn to create and manage HR service catalog items. The course emphasizes designing service requests, automating approvals, configuring fulfillment workflows, and sending notifications.

HR service catalog training ensures participants can streamline HR processes, enabling employees to request services efficiently. Automation reduces manual effort and accelerates service delivery.

HR Lifecycle Events

Understanding HR lifecycle events is a vital part of the course. Participants learn to manage onboarding, offboarding, transfers, promotions, and other employee lifecycle activities.

The course teaches how to model events in ServiceNow, automate tasks, and ensure employees receive consistent service throughout their lifecycle. Lifecycle event configuration also supports compliance and operational efficiency.

Integrations and Automation

The course covers integration of HRSD with other ServiceNow modules and external systems. Participants explore connectors, data mapping, and synchronization strategies.

Automation is a key theme, focusing on improving efficiency, reducing manual tasks, and enhancing HR service delivery. Participants learn to implement solutions that communicate across systems seamlessly.

Reporting and Analytics

Participants gain skills in configuring reports, dashboards, and performance analytics for HRSD. The course covers KPI monitoring, SLA tracking, and trend analysis.

Reporting and analytics training ensures that HR leaders can make informed decisions and identify opportunities for process improvement. Participants will create actionable insights from data to enhance HR service performance.

Security and Compliance

Data security is a critical component of the course. Participants learn to configure role-based access, permissions, and secure HR workflows. The course also covers compliance with data privacy regulations.

Learners understand how to protect sensitive HR information while ensuring appropriate access to authorized users. Security and compliance training prepares participants to implement solutions that meet organizational and legal standards.

Hands-On Learning

The course emphasizes hands-on learning through practical labs and scenario exercises. Participants configure HR cases, build knowledge articles, design service centers, and automate workflows within a ServiceNow instance.

Hands-on practice reinforces theoretical concepts and builds confidence. Participants apply skills in realistic environments, preparing them for professional application and certification.

Exam Preparation

This course includes dedicated guidance for the CIS-HR Service Delivery exam. Participants review key topics, practice scenario-based questions, and take mock tests to assess readiness.

Exam preparation focuses on understanding question types, time management strategies, and aligning knowledge with certification objectives. Learners leave the course ready to achieve certification successfully.

Who This Course is For

This course is ideal for HR professionals, ServiceNow administrators, HRIS specialists, and implementation consultants. Professionals responsible for delivering HR services, automating processes, or configuring ServiceNow HRSD will benefit.

It is also suitable for IT professionals seeking to expand their knowledge of HRSD and ServiceNow implementation. The course helps learners gain expertise in configuring, managing, and reporting on HR services within ServiceNow.

HR Professionals

HR staff who manage employee service centers, cases, and HR knowledge benefit from this course. They gain skills to automate processes, provide better service, and improve overall employee experience.

HR professionals can use the course to implement consistent, efficient workflows and enhance service delivery in their organizations. Certification demonstrates expertise and adds credibility to their role.

ServiceNow Administrators

Administrators who manage ServiceNow instances will gain advanced knowledge of HRSD configuration and management. They learn to implement secure, compliant solutions and integrate HRSD with other modules.

This course equips administrators to support HR operations efficiently and manage platform features effectively. It strengthens their ability to design solutions aligned with business goals.

Implementation Consultants

Consultants responsible for deploying HRSD solutions benefit from the course by gaining practical experience with case management, lifecycle events, knowledge management, and service catalog configuration.

Participants learn to deliver projects successfully, ensuring HR processes are automated, compliant, and user-friendly. Certification validates their expertise in ServiceNow HRSD implementation.

IT Professionals

IT professionals seeking to expand their ServiceNow skillset can leverage this course to understand HRSD capabilities. They gain knowledge of HR processes, workflow automation, and integration strategies.

This knowledge allows IT teams to collaborate effectively with HR departments, implement solutions efficiently, and support digital transformation initiatives.

Career Advancement

The course provides participants with the skills to advance in HR technology, ServiceNow administration, and digital transformation roles. Certification demonstrates expertise, enhances professional credibility, and opens career opportunities globally.

Learners gain both technical and functional HR knowledge, enabling them to contribute strategically to their organization and lead HRSD initiatives successfully.

Summary of Course Benefits

The ServiceNow CIS-HR Service Delivery course offers comprehensive training in HRSD implementation, configuration, automation, and management. Participants gain practical skills, exam readiness, and career-enhancing certification.

The course prepares HR professionals, administrators, consultants, and IT staff to deliver efficient HR services, improve employee experience, and implement solutions aligned with organizational goals. Hands-on labs, scenario exercises, and exam preparation ensure learners are well-equipped for certification and professional success.