Exploring Employee Center for ITSM

Empower users with the operational efficiencies gained from greater self-service, actionable communications, and unified experiences.

Employee Center for ITSM overview

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 the Rich Content Editor and the Unified Browse Experience functionalities to see all content types in one place.

Employee Center for ITSM users

Table 1. Users

User	Description
ITSM admins	ITSM administrators manage the function and flow of the ITSM applications.
ITSM agents	ITSM agents manage ITSM-related support tickets and escalations.

Employee Center for ITSM workflow

The infographic highlights how Employee Center can enhance the ITSM managing and service experience.

Figure 1. Employee Center and ITSM workflows

Connect everything and easily scale across the enterprise to deliver 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

The following requirements must be 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.

Employee Center versus Employee Center Pro

Employee Center is one portal that is packaged as two separate store applications:

• Employee Center: Multi-department service delivery that enables employees to report issues, request items or services, find service-related answers, and complete to-dos. This application and its capabilities are available to all customers by default.
• Employee Center Pro: Subscription-based application that extends the standard Employee Center capabilities including content creation capabilities, multi-stage and multi-channel content delivery, and portal analytics. This application requires additional licensing.

Table 2. EC and EC Pro feature comparison

Functionality	Employee Center	Employee Center Pro
Service catalog and Knowledge Base articles
AI Search
Chat (live agent, virtual agent)
Curated Experiences (Unified Taxonomy for Employee Center, Dynamic topic pages, Mega Menu)
Complete tasks and Manage requests
Content recommendations (via "recommended for you")
Cross-channel Favorites
Unified employee profile
Employee communications Content Library Rich Content Editor Employee News Campaigns Content Analytics Content Governance
Enterprise Search (with SharePoint Online Search Connector)
Integration-powered capabilities App Launcher Approval Hub
Manager Hub
Org chart and Dotted-line relationships
Employee Forums
Employee Center Pro Kiosk
Integrated experience and service feedback

What to explore next

To learn more about configuring and using Employee Center for ITSM, see:

• Configuring Employee Center for ITSM
• Using Employee Center for ITSM