Employee Center for IT Service Management

Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal.

Automate routine agent interactions and increase the speed of resolution from the Employee Center portal. Recommendations based on machine learning enable automated incident categorization and assignment. It helps eliminate bottlenecks created by manual incident management on the IT Service Management ITSM.

For more information on the Employee Center portal and the features, see Employee Center.

All that you get with Employee Center for ITSM

Connect everything and easily scale across the enterprise to deliver the 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

How to use Employee Center for ITSM

|Complete tasks|Approvals|Approvals, universal tasks|Campaign tasks| |Curated experience (rich content, unified browse option) and AI search|

|Service catalog and knowledge-base support|

|Content recommendations|By popularity|Machine-learning driven|By popularity| |Content experience (content automation, campaigns)|

|Content publishing (content library, schedule content, org chart)|

|Integration-powered capabilities (App launcher with SSO and non-SSO apps)|

|Employee forums|

Meet increasing demands without further addition to staff while empowering existing IT staff and management staff to focus on more meaningful work. Provide better experience and support to the employees.

Employee Center for ITSM highlights

Empower users with the operational efficiencies gained from greater self-service, actionable communications, and unified experiences.

Employee Center experience for employees

You can use the Employee Center to enable your employees with personalized, consumer-grade experiences. In one place, employees can

• Find relevant IT support, topic pages, communications, and applications
• Improve processes, operational efficiency, and employee productivity

Employee Center experience for admins

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 rich content editor and unified browse to see all content types in one place.

Employee Center and ITSM workflows

Configure and manage the capabilities to improve self-service and time-to-value.

Prerequisites to use Employee Center for ITSM

Ensure that the following requirements are 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.

Configure the Employee Center functionalities for ITSM

Leverage Employee Center for ITSM to provide an omni-channel experience to the employees, agents, and service managers.

To get started with Employee Center for ITSM, follow these steps.

For more information on configuring Employee Center, see Employee Center admin configurations.

Manage the Employee Center functionalities for ITSM

Manage the operational activities to improve the processes and workflows.

To manage the operations Employee Center for ITSM, follow these steps.

For more information on managing Employee Center, see Authoring and managing employee communications.

Use the Employee Center functionalities for ITSM

Use Employee Center for ITSM together to reduce costs, deliver high-quality customer and employee experiences, and drive operational resilience.

To use Employee Center for ITSM capabilities, follow these steps.

For more information on using Employee Center, see Using Employee Center.