A common decision that needs to be made by mature users of the Now Platform is, how and when to move from the legacy Content Management System (CMS) application to the newer Service Portal (SP)?

For those who aren’t aware, the CMS was the first offer available from ServiceNow to cover the self-service needs of businesses. CMS in its day was a great application that allowed organisations to produce solutions to give users the freedom of self-service. You can configure and modify CMS but due to its building blocks and that it’s coded in a dated Jelly language, the modifications are limited and the time and complexity for development is high.

ServiceNow was aware of these issues and introduced a more modern solution to the portfolio to compensate. The SP was capable of covering the growing needs and expectations of users. People are familiar with intuitive, easy to use interfaces on the consumer platforms they engage with in their personal lives, therefore they have the same expectations at work.Examples of the Service Portal options in ServiceNow

SP provides businesses with a way of delivering attractive, sleek and engaging interfaces. The range of visual possibilities is much greater when comparing to the CMS. As the images above show, the page designs can be altered to suit the specific needs of the organisation. Perhaps more importantly, the system architecture means that many of the widgets (items on the page) can be re-used and adjusted, meaning the development takes less time and are not as complicated.

Comparison of ServiceNow's CMS and SP

View a more detailed comparison of the CMS and SP here

The differences in the two solutions mean that companies who are making the shift from CMS to the SP can expect to provide users of the system with a more enjoyable, dynamic experience. The widgets and the interactions they provide give customers the information they require quicker and more efficiently. As alluded to, the SP doesn’t just benefit the end users. The designers and developers implementing the SP have an easier more manageable job. New enhancements or changes required to match the needs of the businesses can be added quicker and with less frustration, when comparing to the legacy CMS development work.

Starting with the end in mind

When companies decide to approach the switch-over and move from CMS to Service Portal, it is also a fantastic chance to review the processes and experiences being delivered to the users, via CMS. Rather than just replicating the main functions, it’s a great opportunity to implement improvements that will make the solutions more effective for both users and the business. These improvements can come from simplification, intuitive design, automation, improved reporting etc.

To take advantage of this chance, it’s recommended to involve a varied group of stakeholders to get a spectrum of opinions. It’s useful to get feedback and use the input in the design stage of the project. A User Experience (UX) expert can be an invaluable aid during these steps, helping to gather the needs and expectations and to present these back in tangible form. Thus the stakeholders can interact with the concepts and ideas before they’re committed to the development plan.

In other articles, we’ve looked at subjects which are relevant to the design process. You can follow the links below if you’re interested in reading more.

Design, Defined Delivered – The steps taken to deliver a successful project

Gathering Requirements – Making sure you take the necessary steps to properly elicit requirements

Prototyping – Creating mock-ups and proof of concepts to help visualise the potential solution

If you are considering a moving from the CMS to Service Portal in ServiceNow and have questions. Reach out to one of our experts to help guide your switch.