Internal Service Delivery (ISD) Overview

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Overview

The Internal Service reference guide provides an overview of the internal service delivery process in Workday. The reference guide provides general information on the ISD process and useful links for training, demonstration, reporting, troubleshooting, and support.

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Internal Service Delivery (ISD)

• Internal Service Deliveries (ISDs) are the Workday replacement for interdepartmental invoices (IDs) in AIS.
• To create ISDs, a Cost Center and Business Unit must be set up as an Internal Service Provider (ISP).
• The Internal Service Provider (ISP) is set up to include the associated FDM worktags necessary for accurate accounting.
• Cost Center Reviewers can add additional worktags for their Cost Center to further classify the expense.

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Internal Service Provider (ISP)

• Internal Service Providers are authorized providers of goods and services to departments at Washington University.
• ISPs are setup with a Cost Center which is pre-approved as a service provider and authorized to bill other Washington University departments for goods and services.
• ISPs in Workday can be:
  • Recharge Centers (goods and services have defined, published rates)
  • Specialized Service Facilities (SSFs)
  • Program Income funds
  • Facilities
  • Information Technology (IT)
  • Other/ Generic

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ISP Worktags

• Default Revenue Category: Four revenue ledger accounts; Each ISP assigned a default
• Cost Center: An ISP must be a separate cost center
• Program: Categorizes as SSF, Major, Minor or Program Income; Drives revenue at the header; Seven categories
• Business Unit: Each ISP has its own, derived as a default from the ISP Cost Center

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ISP: Set Up and Maintenance

The following steps are required to setup a new Internal Service Provider:

1. Consult Recharge and SPA groups to determine if the internal billings are an ISP, Recharge Center, or Program Income.  Obtain written confirmation by email of the approved ISP type.
2. Request a new ISP cost center through ServiceNow.  A unique business unit will be created for Recharge Center and Program Income.  Include requests for new revenue categories if necessary.
3. Submit a request in Workday, use the Create Request: New Internal Service Provider (ISP) & Update Existing ISP tutorial.  Fill out all required fields and attach the signoff from the ISP Steering Group used to determine the ISP type (Recharge, Program, SSF, IT, Generic).  The customer accounts team will review and set up the request.  Additional information may be required to complete the request.
4. ISP updates and maintenance requests should be submitted using Create Request: New Internal Service Provider (ISP) & Update Existing ISP tutorial. Complete all required fields to submit. To close out or deactivate a recharge program Income ISP, a written sign off approval from Recharge Center or SPA attachment is required.

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Internal Service Delivery Roles

Cost Center Roles	Organizational Level	Responsibilities
Internal Service Delivery Data Entry Specialist	Cost Center	The vendor – Entity providing the good or service; creates the Internal Service Delivery
Internal Catalog Data Entry Specialist	Cost Center	The vendor – Entity providing the good or service; utilizing the internal catalog functionality
Cost Center Internal Service Delivery Reviewer	Cost Center	The buyer – Entity purchasing the good or service; reviews the completeness of the ISD at cost center level and adds worktags as needed
Cost Center Manager	Cost Center	The buyer – Primary ISD manager for assigned cost centers; approval authority for Internal Service Delivery
Cost Center Hierarchy Manager	Cost Center	The buyer – Approves Internal Service Deliveries over a certain threshold
ISP Administrator	Central	Creates internal service providers
ISP Manager	Internal Service Provider	Distributed role that allows Internal Service Providers to view internal service deliveries initiated by the ISP. The role will review ISDs for the ISP if certain changes are detected, and can Cancel ISDs.

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Internal Service Delivery Process

1. ISP Administrator: Sets up an Internal Service Provider (ISP)
2. ISD Data Entry Specialist: Creates Internal Service Delivery (ISD) for Assigned ISP
3. Cost Center ISD Reviewer: Reviews the Internal Service Delivery
4. Approval: roles vary based on dependencies and worktags
   • Principal Investigator (PI): Optional approval step
   • Project Manager: Approves if Project worktag is added
   • Cost Center Grant Manager: Approves if Grant worktag is added
   • Cost Center Manager: Approves if worktag is not a Project or Grant
   • Cost Center Hierarchy Manager: Approves if over school threshold

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Reporting for ISDs

Use this chart to view useful reports for Internal Service Deliveries:

Report Name	Description of Report
​RPT5465 – WU – Find Internal Service Deliveries	The report allows the ISP to view Internal Service Deliveries, at the line level, billed to other business units. The report provides amounts, accounting information, and the status.
RPT6409 – WU – Internal Service Delivery Lines by Organization	The report allows Organizations being billed to view Internal Service Deliveries, at the line level, billed to their business units.  The report provides amounts, accounting information, and the status.
RPT4288 – WU – Income Statement by Worktag Selection	This report shows Revenues, expenses, and net operating results for selected prompts. Prompts for a display by worktag that will repeat across columns.​
RPT6740 – WU – Find Internal Service Deliveries – Summarized	The report provides a summarized view, not at the line level, of ISDs for the ISP or Organization being billed.

Use this chart to learn how to find specific reports by topic:

How to find or view	Description
How to find a list of detailed ISDs for your ISP Cost Center	The ISP can run the report RPT5465 – WU – Find Internal Service Deliveries to view all ISDs.  Filters can be applied to narrow the search for open (In Progress) or paid (Approved) ISDs using the Internal Service Delivery Status field. Also provides ISP Manager contact.
How to find a list of detailed ISDs billed to your Organization	The ISP can run the report RPT6409 – WU – Internal Service Delivery Lines by Organization to view all ISDs.  Filters can be applied to narrow the search for open (In Progress) or paid (Approved) ISDs using the Internal Service Delivery Status field. Also provides ISP Manager contact.
How to view ISD Revenue and Expenses	RPT4288 – WU – Income Statement by Worktag Selection provides net operating results for the selected prompt.  The report can be useful for determining the financial impact of ISDs for a business unit.
How to view a list of summarized ISDs billed by your ISP or to your Organization	RPT6740 – WU – Find Internal Service Deliveries – Summarized provides a list of ISDs, one per row, which provides the amounts and status. Also provides ISP Manager contact.

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Troubleshooting & Considerations

• A fully approved Internal Service Delivery can no longer be changed, to retain the data integrity of the transaction as it was approved. A manual journal is required to update the worktags if needed after approval.
• Document Date is the date goods or services were provided.  The document date also drives the budget date.
• Delivery Date is the date the ISD document is created, and cannot be changed once submitted. If an ISD was created and submitted with the wrong delivery date, the ISD has to be cancelled and reissued with the correct delivery date.
• An ISP Cost Center charge can be used to pay for an ISD from another ISP.
• If an error notice is received for a SPA charge; the best document to attach or reference is the invoice the ISP received from its vendor showing the original purchase price of the product(s) delivered. This can be the PDF version of the invoice, or documentation of the Supplier Invoice that exists in Workday. However, when charging grants, the ISP must not charge more than was paid originally – Washington University is not allowed to charge the sponsor more for the internal delivery than the university paid for the product originally. The document that gets attached to an ISD should be sufficient to justify that the university has not charged more to the grant than was paid originally for the product.
• If an ISD that was created using an integration needs to be sent back: contact the ISP Manager via email for the ISD created to discuss the appropriate contact person.  Include any necessary changes and details. RPT6740 – WU – Find Internal Service Deliveries – Summarized will show a list of ISP Managers associated with the SD. The SD number can be entered in the Document Number prompt to reduce results on the report. This also applies to locating the ISP Manager contact to have an ISD cancelled.
• ISDs can only be cancelled by the ISP Manager. To cancel an ISD, contact the ISP Manager via email and provide details on why the ISD needs to be cancelled (see above note for locating the ISP Manager).
• If you are still receiving an error when trying to submit an ISD submit a ServiceNow ticket.
• By default, Workday Search only returns results under your saved categories. The People and Tasks and Reports categories are the default saved categories. Any results that are in other categories will appear under More Categories. To locate SDs, click More Categories, then scroll down to the Procurement category. You can change which categories appear under your Saved Categories and the order in which they appear using Configure Search. 

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Related Resources

• Create Internal Service Delivery tutorial
• Create Internal Service Delivery with an EIB tutorial
• Create Request: New Internal Service Provider (ISP) & Update Existing ISP tutorial
• Review Internal Service Delivery tutorial
• Internal Service Delivery Process eLearning
• Checklist for Related Worktag Value Changes tutorial
• Default Cost Centers & Cost Center Hierarchies reference guide

• Visit WashU’s Data intelligence platform Collibra to better understand and more effectively use WashU data

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