The pink-plumed sceptic has the bearing of someone who once saw a chatbot misroute a form and made it a founding trauma. The portal is tolerated, not trusted. Around it, teams maintain just enough side-channel knowledge to pretend this is resilience.
Habitat
Employee Experience
Primary surface
Service Portal
How we'd tame this one
In setups with this shape, the portal has enough use and answer-quality to stay in circulation, but anything automated, adaptive, or AI-shaped is treated like an uninvited audit. A system can be usable and still teach the organisation to flinch. What usually sits underneath is a fragile trust model, where self-service survives only when a human shadow-process stands close enough to supervise it.
The cost of leaving this alone is not a dramatic outage; it is the daily tax of every answer being rechecked in Teams, every request being shadow-routed, and every AI conversation starting from suspicion. Folklore replaces process, and the desk becomes the organisation’s nervous system.
The destination is a portal people can trust without needing a witness. Routine requests resolve in the place they started, new automation arrives as a known route rather than a threat, and managers stop carrying the organisation’s memory through private chats.
This does not need a grand programme before it needs a decision about trust. With no pre-bundled moves attached to this result, the plan is modular by necessity: isolate the risky service patterns, prove one AI-safe route, then widen the territory only where the evidence holds.
Similar Nowimals Tamed
Success story · Employee Center
ASDA - Standard Employee Center as a Modern Intranet Solution
Monochrome collaborated with a prominent UK supermarket chain to transform their intranet experience using ServiceNow’s Employee Center. The goal was to create a unified platform that seamlessly integrated services from IT, HR, Finance, and other departments.
By prioritising user-centric design, Monochrome developed an intuitive portal that streamlined access to essential resources across the organisation. This made it easier for employees to find the information and tools they needed.
The Army National Guard needed an IT service portal that could deliver clarity, speed, and action. The aim was to support service members and staff with fast access to tools, incident logging, and task tracking.
Monochrome built a custom ServiceNow portal with a mission-ready interface. Users can raise incidents, request services, view open tickets, or get answers from the “How Do I?” knowledge base. All in one structured view.
The portal also includes a live outage tracker, role-based dashboards, and a dark-mode military aesthetic for consistency and usability across environments.
This is one of the strongest custom service portal examples for government and defence. Built for focus, not features, and designed to keep support moving in high-demand settings.
