Day 1 : Step-by-Step Tutorial: Mastering Service Portal in ServiceNow

[Ravi Gaurav]

Service Portal in ServiceNow redefines user engagement by offering an intuitive, visually appealing, and streamlined interface for interacting with your organization's services. From submitting requests and exploring knowledge articles to managing assigned tasks, the Service Portal transforms complex processes into simple, accessible steps.

In this article, explore the vibrant world of Service Portal—its standout features, seamless integration, and how you can tailor it to craft exceptional user experiences for your organization.

What is Service Portal?

Service Portal is a framework in ServiceNow that allows organizations to create self-service experiences for users. It leverages modern web technologies like AngularJS and Bootstrap to build responsive and visually appealing interfaces.

Key components of Service Portal include:

• Widgets: Modular building blocks that display content or provide interactive functionality.

• Themes: Define the look and feel of the portal, including colors, fonts, and layouts.

• Pages: Serve as containers for widgets, allowing you to design specific functionalities like request submission or task viewing.

• Menus and Navigation: Help users move through the portal effortlessly.

Key Features of Service Portal

1. Customizable User Interface:

   • Tailor the portal’s design to match your organization's branding using themes and styles.

2. Responsive Design:

   • Automatically adapts to different devices, ensuring a consistent experience across desktops, tablets, and smartphones.

3. Integration with ServiceNow:

   • Service Portal is tightly integrated with ServiceNow's platform, allowing you to expose workflows, catalog items, and data seamlessly.

4. User Self-Service:

   • Empower users to solve their own issues using knowledge articles, submit service requests, or manage their tasks without involving IT staff directly.

5. Developer-Friendly:

   • With AngularJS, HTML, and CSS, developers can build custom widgets and enhance functionality to suit unique requirements.

How to Create a Service Portal

Creating a Service Portal in ServiceNow involves the following steps:

1. Activate the Service Portal Plugin:

   • Navigate to System Definition > Plugins.

   • Search for and activate the Service Portal for Enterprise Service Management plugin (if not already activated)(Plugin id: com.glide.service-portal.esm)

2. Set Up a New Portal:

   • Go to Service Portal > Portals and click New.

   • Provide details like the portal name, URL suffix, and homepage.

3. Create or Customize Pages:

   • Navigate to Service Portal > Pages to create new pages or modify existing ones.

   • Add widgets to the page to deliver the desired functionality.

4. Design Widgets:

   • Widgets are created or modified under Service Portal > Widgets.

   • Use AngularJS, HTML, CSS, and the ServiceNow platform API for dynamic and interactive content.

5. Apply Themes:

   • Go to Service Portal > Themes to create a new theme or customize existing ones.

   • Apply your theme to the portal for consistent branding.

6. Test and Publish:

   • Use the preview mode to test the portal.

   • Once finalized, make the portal live for end users.

Example Use Cases

1. IT Service Catalog:

   • Enable employees to request hardware, software, or other IT services via an intuitive interface.

2. HR Portal:

   • Provide employees access to HR-related services, such as updating personal information or submitting leave requests.

3. Knowledge Base:

   • Publish articles to help users troubleshoot common issues without contacting support.

4. Incident Management:

   • Allow users to report issues and track the progress of their tickets.

Best Practices for Service Portal Design

1. Keep It Simple:

   • Avoid cluttered designs and provide a clean, easy-to-navigate interface.

2. Prioritize User Needs:

   • Understand your audience and design the portal to address their primary goals.

3. Leverage Existing Widgets:

   • Before creating custom widgets, explore the out-of-the-box widgets provided by ServiceNow.

4. Ensure Accessibility:

   • Follow web accessibility guidelines to make the portal usable for all users, including those with disabilities.

5. Test Across Devices:

   • Validate the portal’s responsiveness and performance on various devices and browsers.

Thanks and Regards
Ravi Gaurav | ServiceNow MVP 2024 | Solution Architect
Siemens Healthineers
MTECH in Data-Science & AI

www.youtube.com/@learnservicenowwithravi
https://www.linkedin.com/in/ravi-gaurav-a67542aa/