Every issue is not broken, critical, and absolutely someone else's operational reality. This is the sort of creature that makes self-service look optional while the evidence pack stays immaculate. The team has stopped noticing how often the desk translates the portal.
Habitat
Employee Experience
Primary surface
Service Portal
How we'd tame this one
In setups with this shape, the portal has usually become a place people check before asking a human anyway. The self-service layer is too dependent, the content discipline is only half-tamed, and the reporting is oddly confident about proving a problem it has not reduced. Proof is not the same as relief.
The cost is not hidden in a single bad form. Every ordinary request that cannot conclude online returns as a ticket, a Teams interruption, or a favour from someone who knows the old route. Accountability becomes theatre with receipts: everyone can see the queue, but nobody has removed the reason it keeps refilling.
The destination is a portal that absorbs the ordinary work without needing a human interpreter. Forms ask for the right evidence, catalogue entries stop sounding like internal policy notes, and the desk gets exceptions rather than routine confusion. People stop carrying tribal knowledge through side channels.
This does not need to become a grand rebuild before anything useful happens. No packaged move list surfaced from this run, which is better than dressing guesswork as certainty; the sensible next plan is modular, starting with the self-service territory already exposing the dependency and only widening 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.
