A policy-brooding firebird with one finger raised and no patience for the form it personally approved. Everyone knows the clipboard matters more than the catalogue. The team has quietly maintained three versions of the truth since the last HR refresh.
Habitat
Employee Experience
Primary surface
Service Portal
How we'd tame this one
In setups with this shape, HR self-service has usually kept enough surface order to avoid panic while the foundations underneath have gone soft. Forms, catalogue items and policy pages have become a set of local customs, with the most confident interpretation winning. Process folklore is what grows when structure stops being owned.
Left alone, this turns ordinary HR requests into interpretation work. Every unclear field, duplicate route and half-current policy note becomes another Teams message, another desk-side judgement, another small dependency that should not need a person attached to it.
The destination is boring in the best possible way: the right HR request has one obvious route, the form asks only what it needs, and the answer does not require a colleague with institutional memory. The service desk stops being the place the organisation goes to remember itself.
This does not have to become a grand programme with a commemorative steering group. With no fixed move-set generated here, the sensible plan would start small: isolate the worst HR forms and catalogue entries, agree ownership, and correct the structure before anyone argues about cosmetics.
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.
