Service Portal Direction

[valerieball]

Hi Everyone,

I am new to ServiceNow and being told that ServiceNow is looking to get rid of the Service Portal for years and to utilize the Employee Center.  Is this a valid statement or can someone shed some light on it.   The Employee Center is great for "employees" however I do not believe it is appropriate for our customers.  We do not own CSM, nor in our environment do we need it.  

[Abhijit4 · Accepted solution]

Hi @valerieball 

ServiceNow has not officially announced any plans to decommission the Service Portal.
In fact, the Employee Center is one of their flagship experiences is itself built on the same portal framework. This raises a valid point, how can ServiceNow phase out portals entirely when their own solutions still rely on them?

From my experience, even though many customers have adopted Employee Center, a significant number still maintain custom portals or have heavily customized the SP Portal to meet their unique business needs. Given this widespread usage, it's highly unlikely that ServiceNow would suddenly deprecate the portal without first providing a robust alternative and a clear migration path for existing customers.

You may also find below article and discussion useful:
Is Service Portal being deprecated? 
Is the Service Portal being replaced by Employee Center?

FAQs on Employee Center adoption and deployment  

[SumanthDosapati]

@valerieball 

This link might help you understanding the difference well.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth