CMS was introduced as an alternative to the platform UI. With the introduction of Service Portal, creating delightful user
experiences on top of the ServiceNow
platform has become much easier, which has made it a compelling alternative to CMS.
What happens to my CMS site?
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. CMS and Service Portal are completely separate.
Why migrate to Service Portal?
Service Portal serves to address all of
the pain points associated with CMS. It’s a simple, more delightful experience with different
levels of configuration. Basic users with less technical ability can assemble a simple site;
while more advanced users can configure themes, widgets, and pages.
CMS to Service Portal
Service Portal comes with widgets for
various components such as Catalog, Knowledge, and Incidents. Even though there is no direct
migration path between the two, the underlying part of your CMS site can use those components to
migrate over without complete re-implementation. The migration effort may vary depending on the
customizations made to components.
What's the difference between Service Portal and CMS?
While Service Portal is essentially an upgrade to the existing CMS service, there are several
- Underlying technology: CMS uses Jelly which is not as widely used and therefore difficult
is better known to experienced developers.
- Visual layer: Service Portal is a self-contained app on top of the ServiceNow platform that
essentially creates a visual layer between the user and the content. The visual layer makes
for better control of the styling and responsive design. CMS on the other hand uses iframes
which are notoriously difficult to work with and limited in terms of styling and susceptible
to upgrade issues.