In today’s fast-paced business environment, employees and users expect solutions at the click of a button- whether it’s checking policy documents, submitting an IT ticket, or making an HR request. A self-service portal built on ServiceNow can be a game-changer.
1. The value of self-service
A self-service portal empowers users to find answers, submit requests, and track status - all without calling or emailing support staff. This means fewer repetitive calls, happier users, and more time for your IT and HR teams to focus on strategic work.
2. Why ServiceNow fits the bill
ServiceNow offers a unified, cloud-based platform with automation, one shared data model, and intuitive UI.
Using ServiceNow you can:
- Automate request management and approval workflows.
- Provide users with a clear portal interface: service catalog, knowledge base, virtual agent/chatbot.
- Bring IT, HR and other departments together on a single platform — reducing tool-sprawl and increasing consistency.
3. How it drives value in IT & HR
For HR, ServiceNow’s “Employee Center” gives employees access to time off, benefits information, payroll, and IT support — all from one portal. ServiceNow In IT, automated incident management, service catalog routing and self-help for users reduce operational burden and improve speed.
4. How to get started
- Define which services users should self-serve: e.g., raise a ticket, change device, request access.
- Design the portal: make navigation easy, use plain language, minimize jargon (a leading practice).
- Add a smart service catalog and virtual agent/chatbot for common queries.
- Ensure underlying workflows are efficient and automated rather than manual hand-offs.
- Train employees and promote the portal so they know where to go.
5. Business outcomes
By enabling self-service, you can:
- Reduce volume of routine service requests
- Increase employee autonomy
- Free up service teams to focus on higher-value projects
- Lower operational cost and improve time to resolution
- Improve user satisfaction and adoption of support services