A polished HR relic with the expression of someone who can define psychological safety as a disciplinary route. Its territory is competent enough to be dangerous: most things work, just not cleanly enough to argue with. The unofficial guidance doc has not been questioned in years.
Habitat
Employee Experience
Primary surface
Service Portal
How we'd tame this one
In setups with this shape, the portal has enough self-service muscle to keep HR moving, but the useful routes and proof trail sit just soft enough for exceptions to breed. Independence without proof becomes folklore with a blazer on. What usually needs attention is not a wholesale rebuild; it is the task path people trust and the evidence a sceptical finance lead would accept.
Leaving it like this keeps the expensive part invisible: capable employees still solve their own issues, but every ambiguous form, Teams clarification, and just-checking ticket becomes a tax on HR. The cost is not failure; it is a parallel advice culture that has learned to sound official.
After the work, common HR requests have one obvious route, the answer carries its own audit trail, and the desk stops being asked to bless every half-understood exception. People still self-serve; they just stop needing folklore to do it.
This does not need to become a grand programme just because HR is involved. With no fixed bundle forced onto the page, the sensible route is modular: prove the first task path, tighten the ownership trail, and only add more where the evidence says the creature still has territory.
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.
