--- title: Employee Center for IT Service Management description: Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal.Empower users with the operational efficiencies gained from greater self-service, actionable communications, and unified experiences.Leverage Employee Center for ITSM to provide an omni-channel experience to the employees, agents, and service managers.Manage the operational activities to improve the processes and workflows.Use Employee Center for ITSM together to reduce costs, deliver high-quality customer and employee experiences, and drive operational resilience. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/itsm-n-ec-integration.html release: australia product: Employee Experience Foundation classification: employee-experience-foundation topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 7 breadcrumb: [Exploring Employee Center, Employee Center, Unified Employee Experience, Employee Service Management] --- # Employee Center for IT Service Management Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal. Automate routine agent interactions and increase the speed of resolution from the Employee Center portal. Recommendations based on machine learning enable automated incident categorization and assignment. It helps eliminate bottlenecks created by manual incident management on the IT Service Management ITSM. For more information on the Employee Center portal and the features, see [Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/employee-center-landing-page.md). ## All that you get with Employee Center for ITSM Connect everything and easily scale across the enterprise to deliver the experiences you need. Provide a modern employee experience platform across the enterprise to: - Improve case-deflections for the admins to focus on more complex tasks - Improve service management like managing the Service Catalog and the Knowledge Base articles on ITSM - Improve self-service for the employees - Increase employee engagement - Increase employee productivity \[Omitted image "zz-ec-itsm.jpg"\] Alt text: The image shows the benefit summary of the ITSM and EC integration. ## How to use Employee Center for ITSM |Functionality|ITSM Standard|ITSM Pro/Enterprise|Employee Center Pro| |-------------|-------------|-------------------|-------------------| |Unified employee profile|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes| |Complete tasks|Approvals|Approvals, universal tasks|Campaign tasks| |Curated experience \(rich content, unified browse option\) and AI search|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes| |Service catalog and knowledge-base support|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes| |Content recommendations|By popularity|Machine-learning driven|By popularity| |Content experience \(content automation, campaigns\)|\[Omitted image "icon-error-red-x.png"\] Alt text: No|\[Omitted image "icon-error-red-x.png"\] Alt text: No|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes| |Content publishing \(content library, schedule content, org chart\)|\[Omitted image "icon-error-red-x.png"\] Alt text: No|\[Omitted image "icon-error-red-x.png"\] Alt text: No|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes| |Integration-powered capabilities \(App launcher with SSO and non-SSO apps\)|\[Omitted image "icon-error-red-x.png"\] Alt text: No|\[Omitted image "icon-error-red-x.png"\] Alt text: No|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes| |Employee forums|\[Omitted image "icon-error-red-x.png"\] Alt text: No|\[Omitted image "icon-error-red-x.png"\] Alt text: No|\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes| Meet increasing demands without further addition to staff while empowering existing IT staff and management staff to focus on more meaningful work. Provide better experience and support to the employees. ## Employee Center for ITSM highlights Empower users with the operational efficiencies gained from greater self-service, actionable communications, and unified experiences. ### Employee Center experience for employees You can use the Employee Center to enable your employees with personalized, consumer-grade experiences. In one place, employees can - Find relevant IT support, topic pages, communications, and applications - Improve processes, operational efficiency, and employee productivity ### Employee Center experience for admins Experience more simplified user interface to deflect simple cases with recommendations and self-service. Spend your time on more complex issues that improves the overall ITSM portal experience. Service management is also easier with rich content editor and unified browse to see all content types in one place. \[Omitted image "itsm-ec-functionalities.png"\] Alt text: This image lists the EC capabilities and benefits for ITSM. ### Employee Center and ITSM workflows Configure and manage the capabilities to improve self-service and time-to-value. \[Omitted image "ec-itsm-wrkflw.jpg"\] Alt text: This image compares the EC and ITSM workflow. ### Prerequisites to use Employee Center for ITSM Ensure that the following requirements are met to use Employee Center with ITSM. - You can use Employee Center with ITSM or ITSM Pro subscription. - You must subscribe to Employee Center Pro separately from the ServiceNow store. ## Configure the Employee Center functionalities for ITSM Leverage Employee Center for ITSM to provide an omni-channel experience to the employees, agents, and service managers. To get started with Employee Center for ITSM, follow these steps.
Tasks Capabilities Roles
Get started Complete the installation of EC, EC Pro, and plugins. admin
Configure portal Configure the following capabilities to optimize the user experience.- [Employee requests page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/employee-center-requests-page-configuration.md) - [Quick links](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/emp-center-quick-link-config.md) - [Recommended for you](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/rfy-ec.md) - [Personalized Answers on Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/personalized-answers-on-employee-center.md) - [Employee requests page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/employee-center-requests-page-configuration.md) - [My active items widget configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/my-activity-config.md) admin
Configure mobile content [Configure mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ecpro-content-delivery-mobile.md) sn\_cd.content\_manager
Configure curated experiences - [Unified Taxonomy for Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/config-taxonomy.md) - [Dynamic topic pages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/dynamic-topic-page.md) - [Mega menu configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/config-mega-menu.md) admin
Work with action framework [Action framework](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/action-group-framework.md) sp\_admin or sn\_hr\_sp.esc\_admin
Configure unified approvals experience [Approvals hub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/approval-hub-intro.md) sn\_hr\_sp.esc\_admin
Configure Employee Profile [Employee profile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/employee-profile-portal.md) sn\_employee.admin
For more information on configuring Employee Center, see [Employee Center admin configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/configure-ec-portal.md). ## Manage the Employee Center functionalities for ITSM Manage the operational activities to improve the processes and workflows. To manage the operations Employee Center for ITSM, follow these steps. |Tasks|Capabilities|Roles| |-----|------------|-----| |Work with taxonomy|[Manage taxonomy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/create-taxonomy-content.md)|sp\_admin, taxonomy admin, or taxonomy manager| |Manage content|[Managing content requests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ec-content-governance.md)|Content manager| |Manage applications|[Access applications from App Launcher](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/web-application-employee.md)|admin| |Manage campaigns|[Creating campaigns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ecpro-campaigns.md)|Campaign manager| |Manage favorites|[Manage favorites](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/web-configure-favorites-employee.md)|admin| For more information on managing Employee Center, see [Authoring and managing employee communications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/manage-emp-center.md). ## Use the Employee Center functionalities for ITSM Use Employee Center for ITSM together to reduce costs, deliver high-quality customer and employee experiences, and drive operational resilience. To use Employee Center for ITSM capabilities, follow these steps. |Tasks|Capabilities|Roles| |-----|------------|-----| |Approve requests from employees|[Use approval experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ec-to-dos-use-approval-hub.md)|Employee/Approver| |Access all your applications in one place|[App Launcher](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/web-application-employee-about.md)|Employee/Agent| |Track all your tasks through the Unified Employee profile|[Use the My To-dos page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ec-to-dos-use.md)|Employee/Approver| |Mark service catalog items and knowledge base articles as your favorites|[Manage favorites](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/web-configure-favorites-employee.md)|Employee/Agent| |Track your leave balance on the same platform|[Personalized Answers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/using-personalized-search-on-employee-center.md)|Employee/Agent| For more information on using Employee Center, see [Using Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/using-emp-center.md).