With ITSM and HRSD in scope, is it better to use single portal or separate portal (with bots - VA)

[Suggy]

For our new customer, we have ITSM and HRSD in scope to implement.

Is it better to use one single portal for both ITSM and HRSD or individual portals? What is the recommendation based on your experience?

PS - Asking this as I am getting different opinions from different people. Few say EC is the way to go, few says not to combine portals based on their experience (but yet to know why they made that statement)

Also few says to implement 2 virtual agents (1 for ITSM portal and 1 for HRSD portal). 

What is your opinion based on your implementation experience?

[Dr Atul G- LNG]

Hi @Suggy 

The future of ESC portal is bright, and it will be easy for end users/employees to track all records at one platform, also you can add GRC and Risk taxonomy as well in ESC. ESC portal has many features which is not possible in SP.

[Suggy]

Hi @Dr Atul G- LNG 'ESC portal has many features which is not possible in SP.' - Can you share those details please?

[Dr Atul G- LNG]

Hi @Suggy 

Key Difference between service portal and employee centre :-

 Employee Center Service Portal

Best-practice based portal experience with pre-loaded widgets organized coherently across the portal.	Demo home page design where customers start from scratch to design their desired experience.
Dynamically created topic pages based on unified taxonomy for all content types across departments​.	Requires designing, creating, and maintaining individual topic pages.
Highly scalable: all portal elements, including widgets, are designed to scale for enterprise service delivery​.	Need to redesign the portal with every new use case or department added.
Unified taxonomy enabled AI search that allows browsing different content types, across departments, without switching pages​.	Content is siloed across different content type and departments with poor search experience. ​
Unified taxonomy for all content types that drives employee-centric content discovery.	Ineffective content discovery leading to difficulty in defining an employee centric taxonomy for navigation across the portals.​
Integrated with Now Mobile to create an omni-channel user experience.

https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/employee-ce...

https://www.servicenow.com/community/hrsd-forum/difference-between-employee-service-center-and-emplo...

[Eeson]

Hi Suggy,

Think on what is best for your customer, there can be sometimes overlap between the two service management areas and you would be making the customer think, where do I need to go? I have a problem with an HR Tech system, which portal do I use?

An implementation of Employee Center Pro which gives the employee one place to go for support, with content surfaced in topics takes that decision away.

Couple that together with Now Assist where employees ask questions, get generated answers quickly makes for a better experience!

Good luck!