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Nokia - IT Employee Center Standard

Nokia set out to adopt ServiceNow’s Employee Center as their modern ITSM platform, but first needed to ensure that critical functionality from their legacy Service Portal was retained. To do this effectively, they brought in Monochrome, ServiceNow UX experts to lead the discovery and design journey.

Monochrome facilitated a series of in-depth workshops with Nokia’s IT and business teams to understand legacy behaviours, key use cases, and end-user requirements. This enabled the team to create a streamlined, on-brand Employee Center experience tailored for IT Support.

The new portal featured a clean, intuitive layout designed to simplify the process of accessing IT services, submitting requests, and finding relevant support content. The result was a frictionless self-service experience that aligned with Nokia’s global brand and usability expectations.

Nokia also extended the power of ServiceNow’s Employee Center by integrating the Global Business Services (GBS) team’s service catalogue directly into the Mega Menu. This strategic move boosted the visibility of the GBS department, a core requirement from the business and highlighted the versatility of the platform to support multiple teams and service lines in one unified experience.