--- sourceDocument: Zurich Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Employee Center for IT Service Management # Employee Center for IT Service Management {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal. Automate routine agent interactions and increase the speed of resolution from the Employee Center portal. Recommendations based on machine learning enable automated incident categorization and assignment. It helps eliminate bottlenecks created by manual incident management on the IT Service Management ITSM. For more information on the Employee Center portal and the features, see [Employee Center](https://www.servicenow.com/docs/nyyVH5d2XfI_sIFWhYkVwQ "ServiceNow Employee Center portal is a standard multi-department, dynamic portal for service delivery, and employee engagement."). ## All that you get with Employee Center for ITSM {#itsm-n-ec-integration__section_afg_f5z_qwb} Connect everything and easily scale across the enterprise to deliver the experiences you need. Provide a modern employee experience platform across the enterprise to: * Improve case-deflections for the admins to focus on more complex tasks * Improve service management like managing the Service Catalog and the Knowledge Base articles on ITSM * Improve self-service for the employees * Increase employee engagement * Increase employee productivity {#itsm-n-ec-integration__ul_jqg_rsl_5wb} ## How to use Employee Center for ITSM {#itsm-n-ec-integration__section_n2x_gd1_rwb} {#itsm-n-ec-integration__table_mbb_lwk_qwb__entry__4} | Functionality | ITSM Standard | ITSM Pro/Enterprise | Employee Center Pro | |-|-|-|-| | Unified employee profile | ![Yes]() | ![Yes]() | ![Yes]() | | Complete tasks | Approvals | Approvals, universal tasks | Campaign tasks | | Curated experience (rich content, unified browse option) and AI search | ![Yes]() | ![Yes]() | ![Yes]() | | Service catalog and knowledge-base support | ![Yes]() | ![Yes]() | ![Yes]() | | Content recommendations | By popularity | Machine-learning driven | By popularity | | Content experience (content automation, campaigns) | ![No]() | ![No]() | ![Yes]() | | Content publishing (content library, schedule content, org chart) | ![No]() | ![No]() | ![Yes]() | | Integration-powered capabilities (App launcher with SSO and non-SSO apps) | ![No]() | ![No]() | ![Yes]() | | Employee forums | ![No]() | ![No]() | ![Yes]() | [Table 1. Functionality comparison] {#itsm-n-ec-integration__table_mbb_lwk_qwb} Meet increasing demands without further addition to staff while empowering existing IT staff and management staff to focus on more meaningful work. Provide better experience and support to the employees. ## Employee Center for ITSM highlights {#ariaid-title2} Empower users with the operational efficiencies gained from greater self-service, actionable communications, and unified experiences. ### Employee Center experience for employees {#mtm-itsm-ec__section_wnk_ygl_5wb} You can use the Employee Center to enable your employees with personalized, consumer-grade experiences. In one place, employees can * Find relevant IT support, topic pages, communications, and applications * Improve processes, operational efficiency, and employee productivity {#mtm-itsm-ec__ul_gcq_rlp_5wb} ### Employee Center experience for admins {#mtm-itsm-ec__section_ggr_zgl_5wb} Experience more simplified user interface to deflect simple cases with recommendations and self-service. Spend your time on more complex issues that improves the overall ITSM portal experience. Service management is also easier with rich content editor and unified browse to see all content types in one place. Figure 1. Employee Center functionalities for ITSM ### Employee Center and ITSM workflows {#mtm-itsm-ec__section_ufr_zgl_5wb} Configure and manage the capabilities to improve self-service and time-to-value.Figure 2. Employee Center for ITSM workflow ### Prerequisites to use Employee Center for ITSM {#mtm-itsm-ec__section_rrl_hxp_5wb} Ensure that the following requirements are met to use Employee Center with ITSM. * You can use Employee Center with ITSM or ITSM Pro subscription. * You must subscribe to Employee Center Pro separately from the ServiceNow store. {#mtm-itsm-ec__ul_pjl_nxp_5wb} ## Configure the Employee Center functionalities for ITSM {#ariaid-title3} Leverage Employee Center for ITSM to provide an omni-channel experience to the employees, agents, and service managers. To get started with Employee Center for ITSM, follow these steps. {#config-itsm-ec__table_yyq_2rl_qwb__entry__3} | Tasks | Capabilities | Roles | |-|-|-| | Get started | Complete the installation of EC, EC Pro, and plugins. | admin | | Configure portal | Configure the following capabilities to optimize the user experience. * [Employee requests page](https://www.servicenow.com/docs/3dxd1PczdPROYTNFGFf3JA "The requests page is where employees can view all their requests on a single page in the Employee Center. You can configure the requests page by applying filters to show a user's service catalog requests, IT incidents, HR cases, and more.") * [Quick links](https://www.servicenow.com/docs/hDO5O3AyeV7s8U~uo~91YA "Quick links are a way to quickly access internal and external resources related to specific departments within your organization. You can create quick links, associate quick links to topics, and restrict access to quick links.") * [Recommended for you](https://www.servicenow.com/docs/~tJsxXTtzmWMxRqCRrwfQg "Recommended for you displays catalog items and knowledge articles, enabling you to view information that is most relevant to you.") * [Personalized Answers on Employee Center](https://www.servicenow.com/docs/Ifq8MMPBPGnvDJb8wZjSug#personalized-answers-on-employee-center "Get personalized Answers about your leave balance within the ServiceNow system or with an integrated third-party application.") * [Employee requests page](https://www.servicenow.com/docs/3dxd1PczdPROYTNFGFf3JA "The requests page is where employees can view all their requests on a single page in the Employee Center. You can configure the requests page by applying filters to show a user's service catalog requests, IT incidents, HR cases, and more.") * [My active items widget configuration](https://www.servicenow.com/docs/kQxLfWzzmymiMiUxXD8fSg "The My active items widget displays all user activity that requires your input or review.") {#config-itsm-ec__ul_oxr_gl1_rwb} | admin | | Configure mobile content | [Configure mobile](https://www.servicenow.com/docs/4MbpmV2TsNVpcJlD2mv2fw "Configure mobile content such as banners, text cards, and video for content delivery or for use in campaigns. Mobile content is delivered to users that meet the audience criteria on Now Mobile.") | sn_cd.content_manager | | Configure curated experiences | * [Unified Taxonomy for Employee Center](https://www.servicenow.com/docs/TzTAWyCHVjO~bzUOfalWnw "Unified Taxonomy is a collection of hierarchical topics that brings together different content types, such as requests, articles, quick links, learning content, and employee communications.") * [Dynamic topic pages](https://www.servicenow.com/docs/Vwvu~MZI7m1HjcuKd~Zd~g "Dynamic topic pages are topic pages that are dynamically configured using content tagged to a unified taxonomy across all departments.") * [Mega menu configuration](https://www.servicenow.com/docs/WrAMdVYGRugcY3t4BB3bzg "The mega menu helps you navigate to a topic and its child topics. The taxonomy you associate with the employee center portal record determines the mega menu and its menu items. By default, the topics and child topics you create in the taxonomy are displayed as mega menu items.") {#config-itsm-ec__ul_fs5_b3p_ccc} | admin | | Work with action framework | [Action framework](https://www.servicenow.com/docs/dzX55TPTuQ8tg~4tH5oY5g "The action framework includes some frequently used action items for quick access. You can use several default actions and create custom actions.") | sp_admin or sn_hr_sp.esc_admin | | Configure unified approvals experience | [Approvals hub](https://www.servicenow.com/docs/saSWVEgyoynW6_RQyZ0Fyg "Enable the approver with the in-context information for informed and prioritized approval decisions.") | sn_hr_sp.esc_admin | | Configure Employee Profile | [Employee profile](https://www.servicenow.com/docs/xGurVLP4H2wFxLuc9Glblg "A unified employee profile provides the employee information and offers extensibility for BUs.") | sn_employee.admin | [Table 2. Configure EC functionalities for ITSM] {#config-itsm-ec__table_yyq_2rl_qwb} For more information on configuring Employee Center, see [Employee Center admin configurations](https://www.servicenow.com/docs/SaIHTAUu~hyadhiPhMRQdg "As the system admin, install Employee Center plugins, assign roles to users so they can configure Employee Center features, set the theme, header, and footer, and enable support for right-to-left languages."). ## Manage the Employee Center functionalities for ITSM {#ariaid-title4} Manage the operational activities to improve the processes and workflows. To manage the operations Employee Center for ITSM, follow these steps. {#manage-itsm-ec__table_yyq_2rl_qwb__entry__3} | Tasks | Capabilities | Roles | |-|-|-| | Work with taxonomy | [Manage taxonomy](https://www.servicenow.com/docs/ZLHOjYX8n7NSzFAWknoIzg "Create taxonomy for employee content to map the content of your product or services to the taxonomy hierarchy.") | sp_admin, taxonomy admin, or taxonomy manager | | Manage content | [Managing content requests](https://www.servicenow.com/docs/gRM6JK~m27ubD2PRmaXazw "Content Governance provides a streamlined way for employees to ask for content to be created, track the progress, preview the content, and approve it before it is published.") | Content manager | | Manage applications | [Access applications from App Launcher](https://www.servicenow.com/docs/iLCtDcWNq1uydmRhvKsChQ "Access all your applications from a central location in one-click.") | admin | | Manage campaigns | [Creating campaigns](https://www.servicenow.com/docs/3HVatn5mweA6PGF8a8Bmkw "Campaigns offer a powerful content publishing tool that provides organizations with the ability to efficiently deliver targeted information to their employees. As a content manager, you can configure multiple channels to ensure content reaches the intended audience at the optimal time.") | Campaign manager | | Manage favorites | [Manage favorites](https://www.servicenow.com/docs/DoCP89O9QIAdBbrTHYMsBQ "Mark the content as your favorites and easily access all your favorites.") | admin | [Table 3. Manage EC functionalities for ITSM] {#manage-itsm-ec__table_yyq_2rl_qwb} For more information on managing Employee Center, see [Authoring and managing employee communications](https://www.servicenow.com/docs/15xKulT~cMmcYwkekjtf2A "Content managers and admins use Employee Center Pro capabilities to create employee communications, assemble multi-stage and multi-channel campaigns, manage content requests, and measure impact."). ## Use the Employee Center functionalities for ITSM {#ariaid-title5} Use Employee Center for ITSM together to reduce costs, deliver high-quality customer and employee experiences, and drive operational resilience. To use Employee Center for ITSM capabilities, follow these steps. {#use-config-itsm-ec__table_yyq_2rl_qwb__entry__3} | Tasks | Capabilities | Roles | |-|-|-| | Approve requests from employees | [Use approval experience](https://www.servicenow.com/docs/S0mmI5T_SIQ2kjonKylcvg "Use the My tasks section to track and fulfill the requests from the portal and Now Mobile.") | Employee/Approver | | Access all your applications in one place | [App Launcher](https://www.servicenow.com/docs/~k8MSL8tzagnBaancm_x~w "App Launcher enables you to provide employees one-click access to all of their web business applications from Employee Center.") | Employee/Agent | | Track all your tasks through the Unified Employee profile | [Use the My To-dos page](https://www.servicenow.com/docs/E4bnY~XOIPG~Hh09gxzQVQ "Use the To-dos page to review all tasks that are assigned to you and prioritize them.") | Employee/Approver | | Mark service catalog items and knowledge base articles as your favorites | [Manage favorites](https://www.servicenow.com/docs/DoCP89O9QIAdBbrTHYMsBQ "Mark the content as your favorites and easily access all your favorites.") | Employee/Agent | | Track your leave balance on the same platform | [Personalized Answers](https://www.servicenow.com/docs/ns1ofELTgpawxYAzV3phLg "Employees can use the AI-search enabled feature to seek information about their leave balance and more on the Employee Center search page.") | Employee/Agent | [Table 4. Use EC functionalities for ITSM] {#use-config-itsm-ec__table_yyq_2rl_qwb} For more information on using Employee Center, see [Using Employee Center](https://www.servicenow.com/docs/JT_N0scj3W~kdtVN2MiWew "Use the Employee Center portal to raise requests, work on to-dos, and search for information.").