Employee Center for IT Service Management

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 3 min. de leitura

    • 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
    The image shows the benefit summary of the ITSM and EC integration.

    How to use Employee Center for ITSM

    Tabela 1. Functionality comparison
    Functionality ITSM Standard ITSM Pro/Enterprise Employee Center Pro
    Unified employee profile Yes Yes Yes
    Complete tasks Approvals Approvals, universal tasks Campaign tasks
    Curated experience (rich content, unified browse option) and AI search Yes Yes Yes
    Service catalog and knowledge-base support Yes Yes Yes
    Content recommendations By popularity Machine-learning driven By popularity
    Content experience (content automation, campaigns) No No Yes
    Content publishing (content library, schedule content, org chart) No No Yes
    Integration-powered capabilities (App launcher with SSO and non-SSO apps) No No Yes
    Employee forums No No Yes

    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.

    Figura 1. Employee Center functionalities for ITSM
    This image lists the EC capabilities and benefits for ITSM.

    Employee Center and ITSM workflows

    Configure and manage the capabilities to improve self-service and time-to-value.
    Figura 2. Employee Center for ITSM workflow
    This image compares the EC and ITSM workflow.

    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.

    Tabela 2. Configure EC functionalities for ITSM
    Tasks Capabilities Roles
    Get started Complete the installation of EC, EC Pro, and plugins. admin
    Configure portal Configure the following capabilities to optimize the user experience. admin
    Configure mobile content Configure mobile sn_cd.content_manager
    Configure curated experiences admin
    Work with action framework Action framework sp_admin or sn_hr_sp.esc_admin
    Configure unified approvals experience Approvals hub sn_hr_sp.esc_admin
    Configure Employee Profile Employee profile sn_employee.admin

    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.

    Tabela 3. Manage EC functionalities for ITSM
    Tasks Capabilities Roles
    Work with taxonomy Manage taxonomy sp_admin, taxonomy admin, or taxonomy manager
    Manage content Managing content requests Content manager
    Manage applications Access applications from App Launcher admin
    Manage campaigns Creating campaigns Campaign manager
    Manage favorites Manage favorites admin

    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.

    Tabela 4. Use EC functionalities for ITSM
    Tasks Capabilities Roles
    Approve requests from employees Use approval experience Employee/Approver
    Access all your applications in one place App Launcher Employee/Agent
    Track all your tasks through the Unified Employee profile Use the My To-dos page Employee/Approver
    Mark service catalog items and knowledge base articles as your favorites Manage favorites Employee/Agent
    Track your leave balance on the same platform Personalized Answers Employee/Agent

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