Exploring Employee Center for ITSM
Empower users with the operational efficiencies gained from greater self-service, actionable communications, and unified experiences.
Employee Center for ITSM overview
Experience more simplified user interface to deflect simple cases with recommendations and self-service. Spend your time on more complex issues that improves the overall ITSM portal experience.
Service management is also easier with the Rich Content Editor and the Unified Browse Experience functionalities to see all content types in one place.
Employee Center for ITSM users
| User | Description |
|---|---|
| ITSM admins | ITSM administrators manage the function and flow of the ITSM applications. |
| ITSM agents | ITSM agents manage ITSM-related support tickets and escalations. |
Employee Center for ITSM workflow
The infographic highlights how Employee Center can enhance the ITSM managing and service experience.
The image depicts how the EC and ITSM workflows can work together to provide solutions.
Connect everything and easily scale across the enterprise to deliver experiences you need. Provide a modern employee experience platform across the enterprise to:
- Improve case-deflections for the admins to focus on more complex tasks
- Improve service management like managing the Service Catalog and the Knowledge Base articles on ITSM
- Improve self-service for the employees
- Increase employee engagement
- Increase employee productivity
The following requirements must be met to use Employee Center with ITSM.
- You can use Employee Center with ITSM or ITSM Pro subscription.
- You must subscribe to Employee Center Pro separately from the ServiceNow store.
Employee Center versus Employee Center Pro
Employee Center is one portal that is packaged as two separate store applications:
- Employee Center: Multi-department service delivery that enables employees to report issues, request items or services, find service-related answers, and complete to-dos. This application and its capabilities are available to all customers by default.
- Employee Center Pro: Subscription-based application that extends the standard Employee Center capabilities including content creation capabilities, multi-stage and multi-channel content delivery, and portal analytics. This application requires additional licensing.
| Functionality | Employee Center | Employee Center Pro |
|---|---|---|
| Service catalog and Knowledge Base articles | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| AI Search | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Chat \(live agent, virtual agent\) | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Curated Experiences \(Unified Taxonomy for Employee Center, Dynamic topic pages, Mega Menu\) | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Complete tasks and Manage requests | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Content recommendations (via "recommended for you") | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Cross-channel Favorites | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Unified employee profile | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Guided Self-Service in Employee Center | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Employee communications- Portal content - Microsites - Employee News - Content engagement - Campaigns - Content Analytics - Content Governance | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Enterprise Search \(with SharePoint Online Search Connector\) | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Integration-powered capabilities- App Launcher - Approval Hub | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Manager Hub | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Org chart and Dotted-line relationships | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Employee Forums | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Employee Center Pro Kiosk | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Integrated experience and service feedback | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
What to explore next
To learn more about configuring and using Employee Center for ITSM, see: