HMRC needed a clear and consistent way for employees to get IT help, raise incidents, and access essential tools, all without getting lost in complex systems. The aim was simple, one portal, one place to go for everything IT.

Monochrome delivered a modern, fully branded IT Service Portal on ServiceNow, designed around self-service. From logging an incident or ordering new equipment to checking the status of requests, the portal guides users through every process with minimal clicks.

Integrated knowledge articles answer common questions before they become tickets, while role-based dashboards surface the most relevant tools for each user. The streamlined layout means employees can act quickly, whether they’re in the office or working remotely.

With the new IT Service Portal, HMRC’s teams have a faster, more efficient way to resolve issues and access services, reducing backlog, improving satisfaction, and keeping productivity high.