A glossy, delighted process enthusiast with the energy of someone who has mistaken a flowchart for pastoral care. The portal can find the right doorway often enough, then immediately needs a human beside it. By now, the workaround has its own etiquette.
Habitat
Employee Experience
Primary surface
Service Portal
How we'd tame this one
In setups with this shape, the front door exists but the organisation still behaves as if support needs a chaperone: answers are half-present, ownership is implied, and anything newer than the current ritual gets parked until it feels safe. Dependency has learned to dress itself as process. The work would need to separate easy access from actual resolution, then place automation where colleagues currently provide translation.
Left alone, the cost is the support culture that forms around the portal: Teams pings, copied links, managers approving routes they do not trust, and service desk time spent interpreting intent. Top tasks may not be buried, which makes the waste more irritating; the door is visible, but the answer still needs a handler.
The better state is not a prettier portal; it is a front door that resolves the ordinary things without ceremony and knows when to route the unusual ones. People stop carrying half-remembered instructions through chat, and the desk stops being the place the organisation goes to remember itself.
There is no fixed bundle pretending to fit this yet, which is useful: the plan should be composed around the first dependency that can be removed, not padded into a grand rebuild. No assumed licence leap, no year-long theatre, and no need to take the whole menu before seeing the first sensible move.
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.
