Hi @nikhil_anand ,
You're right — those are the main ways to interact with a ServiceNow instance, but let’s go over them clearly and completely 👇
🧭 1. Now Platform (Classic UI)
This is the main interface used by admins, developers, and IT staff.
It includes modules like Incident, Change, Problem, etc.
Accessible via:
https://<instance_name>.service-now.com/nav_to.do
🌐 2. Service Portal / Employee Center
A user-friendly web portal designed for end users.
Allows employees to raise requests, check status, access knowledge, etc.
Common examples:
Service Portal – for IT requests, approvals, etc.
Employee Center (EC) – unified portal for HR, IT, and workplace services.
📱 3. Now Mobile App
A mobile interface for end users to manage incidents, approvals, and requests on the go.
Available on iOS and Android.
Supports push notifications, quick actions, and a personalized experience.
🧩 4. Workspaces
A modern, task-focused interface (like Agent Workspace, Service Operations Workspace, CSM Workspace, etc.).
Used by agents and managers for streamlined case or incident management.
Offers a single-pane view with related data, activity stream, and configurable UI.
💻 Additional Interaction Methods
If you want to include technical integrations, you can also add:
5. APIs / Integrations
Use REST, SOAP, or GraphQL APIs to interact programmatically.
Common for automation, external system integrations, or chatbots.
Virtual Agent
Conversational interface that allows users to interact with ServiceNow through chat (in portal, Microsoft Teams, Slack, etc.).
Email
Users can send or reply to emails that automatically create or update tickets.
Summary:
# Method Used By Purpose
| 1 | Now Platform UI | Admins, IT | Full access for configuration and management |
| 2 | Service Portal / Employee Center | End users | Self-service, requests, knowledge |
| 3 | Now Mobile | End users | Mobile access to requests, approvals |
| 4 | Workspaces | Agents, Managers | Streamlined work environment |
| 5 | APIs | Developers | System integrations |
| 6 | Virtual Agent | End users | Conversational self-service |
| 7 | Email | Users | Ticket creation & updates |
