Employee Center in Higher Ed context?

[JP-ODU]

Has any higher ed org made the switch to using Employee Center? I have some questions...

1. I was watching this 

https://www.servicenow.com/community/employee-center-events/employee-center-academy-migrating-from-s... and noticed two statements seem to be contradictory: both "Service Portal will become a legacy application" and "EC is an employee-facing portal, for employee use cases. Will still have the customer service portals, intended for external." So which is it? In our case, SP is exclusively for our "customers" - employees, faculty, and staff with ITSM incidents and requests. Is it useless to use Employee Center if we don't have an employee portal case, but a customer one? If EC is only for employees, we're forced to maintain the service portal, anyway?

2. I presume you found you needed to configure different levels of "Employee" to reflect student, faculty, general university staff, and ITSM staff? How did you approach it?

Thanks!

[j3hall]

So does this mean the Service Portal will not be retired in favor of the Employee Portal but run side by side?

[BK22]

Hi,

How do you manage the tickets created across multiple universities? Do you have separate Request and Incident applications for each university? I'm asking because we are looking to include a few different schools' faculty/staff in one ServiceNow instance for ITIL assignment. Any help would be great. Thanks

[Joe1]

We use separate domain-separated portals.

[BK22]

Okay, thanks for the fast reply. I will look into this option.

[Dayere]

We switched to Employee Center last year. It's been a bit confusing, but worth it. EC is mainly for employees, but you can configure it to handle other use cases. It's not useless if you don't have a pure employee portal case. We still maintain our service portal for external stuff.

And yes, we set up different roles for students, faculty, and staff. It took some time to get right, but it works well now.