HR onboarding workshop
01 · Start from the workshop.
A sentence, a Jira epic or a meeting transcript — Phyllis drafts the backlog, each story traced to where it came from.
Implement
Implement a product. From the workshop to the update set.
Tell Phyllis what you want to roll out. She reads what you already have, turns the workshop into a backlog, builds it in your instance to your standards, and tests it before anyone signs off.
14.2%
I want to implement HR Service Delivery — build me the backlog.@ for records · / for commands
Plan
acmedevProject
acmedevProject Read what already existsHR tables, roles, catalogRead
Drafted 26 storiesPoints and acceptance criteriaDrafted
Plan critic reviewed2 gaps addedReviewed
Synced to JiraHR-102 → HR-127Synced
Built for the platform
3,000+typed ServiceNow tools~230expert skill packsHundredsof health checks8acceleratorsISO 27001 certifiedPer-user OAuthApproval on every changeLands in your update setsATF on every build
How it works. Step by step.
Implement HRSD26
02 · Built to your standards.
Real records in your instance, in the right scope, following your conventions — and reusing what already exists.
14 / 14 passedReady to promote
03 · Tested before sign-off.
ATF written and run for what changed, screenshots checked, and an Instance Scan before the release moves.
Plug Phyllis into how your team already works. Your backlog. Your meetings.
Phyllis Plugins connect her to the tools around your instance — so the work starts where the conversation happened.
Jira · ITSM boardSyncedLaptop refresh requestITSM-142 · 5 pts · Sprint 14Created
Manager approval for hardwareITSM-143 · 3 pts · acceptance criteriaCreated
P1 auto-reassignmentITSM-138 · status → In reviewUpdated
Assignment group rulesITSM-131 · comment from PhyllisComment
JiraWork trackingYour backlog, kept in step.
Stories, points and acceptance criteria land on your Jira board — and status, comments and changes sync back.
Azure Boards · PlatformPreviewKnowledge base migrationUser Story 4812 · Iteration 9New
Retire legacy KB templatesTask 4815 · linked to 4812New
CMDB health remediationUser Story 4790 · Iteration 8Active
Upgrade readiness reviewFeature 4701 · 3 child storiesBacklog
Azure DevOpsWork trackingComing soonWork items from Azure Boards.
The same backlog sync for teams planning in Azure Boards — user stories, tasks and iterations.
Teams · HR onboarding workshopTranscript“New starters need a laptop before day one.”HR lead · 12:04
“Managers should approve anything over $2k.”Finance · 18:37
Pre-boarding hardware requestStory · 3 acceptance criteriaDrafted
Manager approval thresholdStory · linked to 18:37 in the callDrafted
Microsoft TeamsMeetingsOn requestThe workshop becomes the backlog.
Bring in a Teams meeting transcript and Phyllis drafts the stories — each one traced back to the moment it was said.
Zoom · Customer service discoveryRecordingCase routing by product lineRequirement · raised at 06:12Captured
Escalate VIP accounts to tier 2Requirement · raised at 21:45Captured
Customer portal case statusRequirement · raised at 33:10Captured
Stories ready for review3 stories · sent to your backlogReady
ZoomMeetingsOn requestRecordings become requirements.
Connect Zoom and Phyllis reads the recording’s transcript, pulls out the requirements and turns them into stories for your review.
The whole change, not a snippet. Across the platform.
Configuration and code across the platform — each artefact built in your instance, in your update set.
Tables & fields
sys_db_objectBusiness rules
sys_scriptScript includes
sys_script_includeFlows & actions
sys_hub_flowACLs
sys_security_aclCatalog items
sc_cat_itemPortal widgets
sp_widgetUI Builder pages
WorkspacesNow Mobile apps
MobilePlatform Analytics
DashboardsAI agents
Now AssistATF tests
sys_atf_testWhere teams start.
CHG-301: Governed Normal Change Model6 records
Normal Change model + statesChange ModelCreate
State transitions + rejection revertTransitionsCreate
Change Risk Assessment + thresholdsRisk AssessmentCreate
Production + business-hours risk conditionsRisk ConditionCreate
Ready to deploy?6 records — 6 to create
Approve & DeployRejectEsc to go back
ITSM
Implement ITSM
From “implement ITSM” to a sequenced backlog to staged update sets — incident, problem, change, catalog, SLAs.
Read the use caseHR-214: Parental Leave HR Service5 records
Parental Leave HR serviceHR ServiceCreate
Record producer + variablesEmployee CenterCreate
Manager approval optionApprovalCreate
Leave case templateHR TemplateCreate
Ready to deploy?5 records — 5 to create
Approve & DeployRejectEsc to go back
HRSD
HR Service Delivery
COEs, HR services, lifecycle events, Employee Center — onboarding journeys your HR team can run.
Read the use caseCS-318: Billing Dispute Case Type6 records
Billing Dispute case recordCase TableCreate
Case type registrationCase TypeCreate
New to Closed lifecycleState FlowCreate
Platinum tier assignment ruleAssignment RuleCreate
Ready to deploy?6 records — 6 to create
Approve & DeployRejectEsc to go back
CSM
Implement CSM
Case types, health scoring, success plays, risk definitions — the full customer success framework, built and staged.
Read the use caseQuestions, answered.
Which products can Phyllis implement?
Every ServiceNow product has its own use case — ITSM, HRSD, CSM, ITOM, SecOps, SPM and more. See all use cases for what she plans and builds in each.
Does she follow our standards?
Yes. Your naming, scoping and patterns are part of every build, and she reuses what already exists instead of duplicating it.
Where does the work end up?
In scoped update sets in your instance, staged for your approval, with ATF tests alongside. Release to test from chat; production goes through your Deployments page.
Whatever you’re working on.
Run · BAUYouPhyllisUpgradePhyllisAssess
FixedRescan clean
Run the platform.
The everyday work — backlog, fixes, questions and health — done in your instance and scanned after every change.
Explore Run148
Upgrade.
Skipped records triaged, regression tested and released to test — on your approval.
Explore UpgradePhyllisAssessment · acme-prod · 29 Sep 2026
CMDB & CSDM health
62/100
Needs attentionMeasured: 14 checks · Not measured: 2 · Not licensed: Service Mapping
Now · 4Next · 7Govern · 3
| Finding ↓ | Records | Severity | Remediation |
|---|---|---|---|
| CIs without a servicecmdb_ci_server | 212 | Map to application services | |
| Duplicate server CIscmdb_ci_server | 87 | Reconcile on serial number | |
| Stale discovery sourcecmdb_ci | 1,340 | Retire or rediscover | |
| Class not in CSDM 5cmdb_ci_appl | 46 | Move to the business application | |
| Missing ownercmdb_ci_service | 19 | Assign a managed-by group |
cmdb_ci_server · no cmdb_rel_ci to a service · 212 rowsAssess and clean up.
CMDB, tech debt, performance, licences and AI readiness — each ends in a report you can hand over.
Explore Assess
