We're about to stand up a new instance of ServiceNow, most likely Zurich. We're using a different product altogether right now so we're basically starting from scratch. We will have customers who will have accounts in our instance, but they will be from numerous other companies, not just our own. They will need to create incidents, select things from the service catalog, search knowledge articles, and other things related to service desk operations.
Some of what I'm seeing suggests we should go with a legacy /sp Service Portal approach for this since it's more geared for handling external users (this could certainly be wrong/outdated info).
Some of what I'm seeing suggests we shoiuld go with an /esc Employee Service Center approach for this since it's the way of the future. But other things I see say certain /sp capability doesn't exist in /esc
So... since everything I'm reading is from the past (since I don't have a time machine), in May of 2026, what is the recommended approach for setting up a new instance as described above? /sp or /esc?
Any advice would be appreciated.
