The Death of the IT Portal. Because your next Portal isn’t just for IT - It’s for Everyone!

Once upon a time, the IT portal was the centre of the digital service universe. It held your tickets, hardware requests, password resets - all tucked behind a helpdesk-branded homepage.

But fast forward to 2025, and that single-function IT portal is on life support.

Why? Because service is no longer just an IT thing - it’s an enterprise thing. And employees don’t think in silos. They just want answers. Fast.

Today’s workforce doesn’t care whether their request is “IT,” “HR,” “Finance,” or “Legal.” Yet most organisations still offer a maze of disconnected portals - one for IT, another for HR, Facilities, Legal, Procurement - each with its own look, feel, URL, forms, and search quirks.

These portals may solve departmental needs, but together they create a fragmented, frustrating experience that costs time, money, and patience.

Employees are forced to remember which team “owns” what, bookmark multiple URLs, and relearn navigation patterns depending on the portal they’re in. Instead of empowering people, it slows them down.

And in 2025, that’s simply not good enough.

The experience bar is being set outside of work - by consumer apps that are seamless, personalised, and always just a tap away. People bring those expectations into the workplace. If it takes three clicks, two logins, and a PDF to request parental leave or a new laptop, you’ve already lost them.

Enter the Enterprise-Wide Employee Service Centre

This is why the era of the enterprise-grade employee experience has arrived. It’s not about portals anymore - it’s about people.

“People ignore design that ignores people.” 

– Frank Chimero

A single, unified place where every service request lives, regardless of which department fulfils it. A digital front door that feels the same whether you’re resetting a password, submitting an HR case, or checking the status of a purchase order.

And this is where ServiceNow shines.

Organisations that embrace platforms like ServiceNow are leading the charge by:

• Breaking down silos – One digital front door. One journey. One experience. Behind the scenes, workflows handle the complexity so employees never have to.
• Designing for people, not processes - Experiences that are intuitive, personalised, and effortless - because service should feel like second nature, not a hurdle.
• Meeting employees where they are - Mobile, chat, collaboration tools - same service regardless of preference. 
• Continuously improving - Using intelligence and data to diagnose faster, predict needs, deflect common questions, and proactively resolve issues.

The death of the IT portal isn’t a loss - it’s an evolution. By reimagining service delivery through the lens of employee experience, organisations can boost productivity, reduce frustration, and unlock the full potential of their workforce.

Because in the end, it’s not about whether something is “IT” or “HR.” - It’s about making work, work better for people.