Creating a new Portal/Workspace Best Practice

[dalestanden]

Hello all,

We have recently implemented ServiceNow at our organisation for IT to manage tickets, requests, demand and projects.  We have a number of other service areas in the business that are also interested in utilizing ServiceNow for their own purposes.

I'm interested in understanding what other organisations do in these cases.  As they aren't IT services, should the process be to build a new instance/workspace for each new business unit added?  Or do we try to incorporate their requirements into the existing IT portal and attempt to separate that via menus and workgroups?

Am keen to hear what other users of ServiceNow do in these situations.

Thanks.

[Community Alums · Accepted solution]

Hey @dalestanden 

This is super common in almost every implementation I have seen once the IT organization has been onboarded into ServiceNow. What specific path you chose depends on the exact use case, but I think you have a few paths:

1. Identify the best fit product suite based on the service area (example: HR could use HRSD, Facilities could use WSD, etc)

2. Use App Engine and the Citizen Developer model to allow service area's to build their own apps

Choosing either option depends on how much each service area needs. Option 1 is best if the service area needs a fully featured app, similar to ITSM. Option 2 is best if the service areas just need simple ways to take in work and a single table and some forms might work best for them.

There of course are other options where you could customize your existing modules to fit the other service areas, but these often introduce major technical debt and headache for your administrators.

If you need help identifying products to fit your use cases, this would be a great conversation for your account executive, as they can help guide on which product fit each area of the business.

Hope this helps!

~Nick

[dalestanden]

Thanks Nick.  Appreciate your response.  I am yet to do a more detailed analysis of other business requirements so hopefully that will help guide us on next steps.  In the meantime I will take your advice and have a closer look at the suites available.  I do however think that many of the teams won't need fully featured apps so I think there may potentially be a combination of 1 and 2 across the business.

Dale