The ask for multiple Help Portals...

[Daniel Adriano]

In our organization we are being asked to develop new Help Portals dedicated to specific departments or groups.

Does anyone here have experience with or best practices on taking in these asks?

In your opinion, is it advisable to develop and implement department-specific Portals for logging Incidents, Requests (...), over having a one size fits all Portal?

[Dr Atul G- LNG · Accepted solution]

Hi @Daniel Adriano 

It is not a best practice to create different portals for different groups or departments.

Better create a single portal and define the user criteria on catalog item / KB etc.

[Dr Atul G- LNG · Accepted solution]

Hi @Daniel Adriano 

It is not a best practice to create different portals for different groups or departments.

Better create a single portal and define the user criteria on catalog item / KB etc.

[Sohithanjan G]

Hi @Daniel Adriano 

Based upon these, you can clasiffy the portals

1. For all Internal Users (people with snc_internal role)
2. External Users (all customers, people with snc_external role)
3. For any special customization, intended for specific use
4. For IT Security Wing
5. For Government Data if any
6. For HR 
7. For DevOps & Operations
8. Public Portal open to all users

... continues

🙂

[James Chun · Accepted solution]

Hey @Daniel Adriano,

I don't think there is a 'best practice' on whether to have a single or multiple portals. It really depends on the 'why' and what you value the most.

Ask the business why there is a need to design a separate portal for each department.

Once you have that, weigh the value of having multiple portals and the effort/time required to develop and maintain them. Unless there is a critical requirement, most tend to have a single portal.

Hope it helps, cheers