Service Portal was designed to be a
compelling alternative to CMS with a very refined user experience. It is not meant to share the
exact same functionality with CMS or the platform UI. Users who have very sophisticated
experiences delivered through CMS might need to reinvest some time to move to the Service Portal, especially if you use complex
catalog items in CMS.
What happens to my CMS site when you activate Service Portal?
ServiceNow continues to support CMS in
current and upcoming releases. If you have existing CMS sites and activate Service Portal on your instance, your CMS
sites will continue to work, as CMS and Service Portal are completely
CMS to Service Portal
Service Portal comes with widgets for
various components such as Catalog, Knowledge, and user Self Service. Even though there is
no direct migration path between the two, there may be some items, such as some catalog
items or knowledge articles which may simply work in Service Portal without any effort. The
migration effort varies depending on the customizations made to components.
What is the difference between Service Portal and CMS?
is an alternative based on
more modern technologies to the existing CMS service and there are several major
- Underlying technology: CMS uses Jelly which is not widely used, making it difficult to
find resources. Service Portal
known and easier to find information on.
- Visual layer: CMS uses iFrames which can be difficult to work with and limited in
terms of styling and susceptible to upgrade issues. Service Portal, on the other hand, is
a self-contained app that essentially creates a visual layer between the user and the
content. The abstraction of the visual layer makes for better control of the styling and
Service Portal and Service Catalog
Service Portal also takes a more
streamlined approach to Service Catalog items. The intent is to ensure that the items
display well on a mobile device, and feel more familiar to the consumer of the catalog. As a
result, it is possible that complex, multi-column catalog items that are supported in CMS
will need to be reconsidered to work in Service Portal.