The Service Portal will have a new look and feel on January 8, 2026. Based on feedback from customer focus groups, the new portal will simplify navigation, provide more information up front about what customers can do on the service portal, and enhance Live Agent Chat.
Notable changes include the following:
- In the menu bar at the top, there will be a link to “How to use this site” that will lead to tutorials to get the most out of the service portal.
- The search bar area will become larger, and the ServiceNow team is working on improvements to search results.
- The main icons will be simplified and given more explanatory text (Knowledge Hub, Request Services, Request Support, or My Past Requests).
- The Quick Links carousel will include links such as Need help ordering a computer, HR Support, FIN Support, Workday Student Support, etc.
- Widgets for System Status, Announcements, Portal Favorites, and Knowledge Most Viewed will appear at the bottom.
- Live Agent Chat will simplify options to connect with a live agent.
