Privacy statement ServiceNow


Summary

Privacy statement ServiceNow

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Wageningen University & Research (hereinafter: WUR) attaches great importance to the protection of your privacy and strives to make its services available to you in a transparent, personal, and reliable way. Any personal data retrieved via ServiceNow is processed in accordance with the privacy regulations. 

This statement describes your rights and obligations when it comes to the processing of personal data via ServiceNow. The Regulations for the protection of personal data contain general provisions that also apply to your use of ServiceNow at WUR. These regulations also apply to the processing of personal data via ServiceNow. 


What do we do with your personal data?

WUR processes several personal details that are retrieved by your use of ServiceNow. This includes:  

    • Given name / First name*
    • Last name
    • Username
    • WUR employee number
    • WUR student number
    • Email address
    • Title
    • WUR business phone number
    • WUR business mobile phone number
    • WUR account status
    • WUR account password expiration date
    • WUR cost center
    • WUR department
    • WUR location of person (Office name and nr. as filled in by person on we@wur)
    • Ownership of WUR functional mailboxes
    • Name of WUR IT and ORG contact
    • WUR cost center for which you are IT or ORG contact
    • Preferences you have set regarding matters such as receiving e-mails and language setting on the WUR ServiceNow portal
    • Person who is reporting an incident
    • Person affected (as filled in by reporter) by an incident
    • All communication regarding the incident
    • Way of reporting the incident (p.e. phone, walk-in or e-mail)
    • Role at user level
    • Login history
    • Digitally uploaded/ServiceNow-generated messages (including discussion forum messages, submitted tickets, survey results)
    • Online status
    • Type of employment contract (temporary contract or permanent contract)*
    • Start and end date of your employment contract*
    • Job title*
    • Working and payment hours*
    • Under which Collective Labour Agreement you fall (WR or WU)*
    • Information that you provide while entering your question may contain special types of personal data (e.g. data about someone's health, union membership or revealing racial or ethnic origin)*
      *This information will only be visible in the HR portal

Principles governing the way data is processed  

Personal data is handled according to the following principles: 

  • The legitimate interest of the organization (Article 6(1f) of the GDPR) for data processing activities that relate to the support of working and learning at WUR and activities that relate to network and information security
  • Permission (Article 6(1a) of the GDPR)
  • Necessary for the performance of the (employment) contract (Article 6(1b) of the GDPR) between WUR and the employee for data processing activities related to the activities arising from the employment contract (questions about salary and leave)


Purposes of data processing  

WUR processes your personal data for the following purposes: 

Providing full operational support for working and learning at WUR

WUR uses ServiceNow to facilitate an inviting place to work and learn by automating and streamlining processes, tracking and managing incidents and requests, and by creating a centralized repository of information and knowledge.

Providing the best possible user support for ServiceNow

Questions may arise amongst users before or while using the WUR ServiceNow platform. It is important for employees to whom these questions are directed to have access to the system and relevant data in order to support users optimally. The personal data may therefore be used to improve WUR operations, achieve an appropriate level of information security and improve/update ServiceNow.

Handling HR-related questions from WUR employees*

WUR uses ServiceNow as a service portal and centralized repository to answer and monitor HR-related questions from employees. These may involve substantive questions from employees (for example, about leave, absence and (flexible) employment terms) or technical incidents in the handling of HR requests in HR applications.

Any data you provide will solely be used for the abovementioned purposes.

*This information will only be visible in the HR portal


Who has access to your information?

This depends on the user's role and the way the data is processed. For example: a forum post may be visible to all users in a given group. However, very different rules apply to other data, such as individual support tickets. Information may be visible to: 

    • WUR staff members who provide support
    • WUR staff members who conduct research with the aim of improving the level of support and the support material
    • WUR staff members who provide HR support*
      *This information will only be visible in the HR portal

 


Third parties, data retention periods, legal protection and the data protection officer 

The Regulations for the protection of personal data include information on how WUR deals with the involvement of third parties, transferring data to foreign countries, data retention periods, information on your rights with regard to the processing of personal data obtained through using ServiceNow and the contact details of our data protection officer. 


Security

Processing personal data naturally involves appropriate security measures. This is why this application is secured and why we require the same from our partners. WUR's starting point is the NEN-EN-ISO/IEC 27002:2017. In this way, personal data are optimally secured. Of course, ServiceNow and WUR monitor whether there is any unlawful traffic or activities.  

You can read more about the type of measures and how we ensure a secure application in our security policy.


What rights do I have under the GDPR, and how can I exercise those rights? 

If you do not agree with the way your personal information is processed, and if there are specific circumstances which mean that your interest in relation to privacy is more important than the purposes mentioned above, you have the right to appeal. The GDPR also confers additional rights, including the right to inspect, amend or delete your data and to restrict the ways it is handled, which you can exercise under certain conditions. If you would like to exercise these rights, please contact us via: privacy@wur.nl. 


How to submit a complaint 

If you have a complaint about how WUR has handled your personal data, please contact us via privacy@wur.nl. If you do not agree with the way in which WUR deals with your complaint, you have the option to submit a complaint to the Dutch Data Protection Authority. 


Finally 

WUR reserves the right to alter the terms and conditions included in this statement without notice. Any alterations will take effect from the moment they are published on the WUR ServiceNow portal. 

Should you have any questions regarding this privacy statement, please contact us via privacy@wur.nl. 

 

Wageningen University & Research  
July 2023