Overview
In today’s fast-paced and hybrid work environment, employees expect quick and seamless access to workplace services — anytime, anywhere. Organizations are supporting a wide range of work personas, from frontline and remote workers to desk-based and hybrid teams, each with unique needs and expectations. Meeting these varied needs while maintaining a unified employee experience can be complex.
That’s where ServiceNow’s Now Mobile app comes in. It brings IT support, HR services, facilities requests, and more into one easy-to-use mobile app. Whether employees are submitting a request, checking a status, or approving a task, Now Mobile helps them stay productive on the go. It’s secure, intuitive, and personalized to each role — helping your organization reduce friction, improve service delivery, and create a more connected workplace for every work persona.
Let's learn more about Now Mobile application and how it can help your employees to be more productive and more efficient!
1. ServiceNow Mobile Applications
3. Alignment with Employee Center
- Mobile Home Tab
- Unified Search
- Employee communications and Featured news
- Quick links
- My items
- My favorites
- Mobile Help Center
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Recommended for you
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Popular topics
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Browse all topics
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- Feedback in Now Mobile
- Notifications in Now Mobile
- Approvals in Now Mobile
- Manager Hub in Now Mobile
- Now Assist in Now Mobile
- Employee Profile in Now Mobile
6. Now Mobile Branding and Publishing
ServiceNow Mobile Applications
Within ServiceNow, we offer two distinct mobile applications designed to meet different user needs:
- Now Mobile – our employee-facing app
- ServiceNow Agent – our agent-facing app
The ServiceNow Agent app is tailored for fulfillers—those who manage and resolve tasks, incidents, and requests. On the other hand, Now Mobile is built for employees, providing a seamless experience for accessing services, knowledge, and support.
Previously, we had a separate onboarding app, but a few years ago, its capabilities were merged into Now Mobile. This means that new hires can now complete their pre-onboarding journey and transition smoothly into the full-time employee experience—all within the same app.
Both apps are designed with a mobile-first mindset and are available natively on iOS and Android. As mentioned in the previous slide, they leverage mobile capabilities like the camera, GPS, and push notifications, delivering a rich and responsive user experience that enhances performance and engagement.
Now Mobile overview
This article focusses specifically on Now Mobile, our dedicated app for empowering employees. To read more about Mobile platform and ServiceNow Agent app read on: https://www.servicenow.com/community/mobile-apps-platform/ct-p/mobile-apps-platform
Now Mobile is designed with a focus on employee or requestor persona needs and day to day activities. It empowers employees to manage their requests, search for information or colleagues across the organization, and engage with the Virtual Agent for quick assistance. This app is a key enabler of productivity and self-service, and every ServiceNow employee is encouraged to have it installed on their mobile device.
The base functionality of Now Mobile is built around the Employee Experience workflow, primarily encompassing IT Service Management (ITSM) and Human Resources (HR) capabilities. However, the app is highly extensible. You can enhance the employee experience by integrating additional out-of-the-box workflows such as:
- IT Asset Management (ITAM)
- IT Business Management (ITBM)
- Customer Service Management (CSM)
- Workplace Service Delivery (WSD)
- Legal Service Delivery (LSD)
This flexibility allows organizations to deliver a unified and scalable mobile experience that supports a wide range of employee needs across departments.
Alignment with Employee Center:
Now Mobile is closely aligned with the Employee Center portal, ensuring a consistent and familiar experience across platforms. The home screen of the Employee Center portal (typically seen on desktop) is effectively translated into two main tabs within the Now Mobile app:
- Mobile Home
- Mobile Support
These two tabs serve as the foundation for organizing the various capabilities and content available in the Employee Center. Most of the features you access on the portal can be mapped directly into these tabs, making it easy for employees to navigate and find what they need on the go.
Additionally, Now Mobile includes nested tabs that open Mobile Employee Service Portal (MESP) pages. These provide deeper access to specific services and content areas. We'll explore these nested experiences further as we continue through this article.
Mobile Home Tab:
When it comes to configuring Now Mobile, it’s important to note that it differs slightly from the Employee Center portal. While some configurations are shared between the two platforms, others need to be set up separately. In this article, we’ll highlight shared configurations in green and call out those that require separate setup for mobile.
i. Unified Search:
Now Mobile offers a unified search experience, allowing employees to search across content, catalogs, topic pages, people, and more. It uses AI Search, like the portal, and with Now Assist, it gains even more intelligent capabilities.
AI Search is our cognitive search engine that provides AI-driven, consumer-grade search experience for Portal, Now Mobile, and Virtual Agent. AI Search enables organizations to deliver natural search experiences and provide better self-service across different languages — all without needing data science expertise. It offers following capabilities:
- Multi language Natural language processing
- Machine learning
- Query intent
- Actionable, genius results (requires Now Assist)
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How to get access?
Plugin Required: The core functionality for AI Search is available in the base system through the AI Search plugin (com.glide.ais). Note for Now Mobile you will have to configure search profile separately. Refer to product documentation on AI search for additional details and full quick start guide |
ii. Employee Communications and Featured News (requires Employee Center Pro)
Many employees rely on mobile devices to access News. Now Mobile offers a seamless experience aligned with the portal, eliminating the need for duplicate content creation by authors.
News targeted for mobile and featured items in Employee Center Pro appear in a dedicated mobile section. The News Center tab enables quick access to news categories and related articles directly within the app.
Employees can search for news using AI-powered search, view related articles by topic, and favourite items for easy access across Now Mobile and Employee Center Pro.
Now Mobile supports unified content authoring, allowing communication managers and content authors to publish news across both desktop and mobile channels. Content Templates include Mobile as a destination, enabling author-once, publish-anywhere workflows. Features like translations, governance, and audience targeting remain consistent across platforms, with no added complexity for content administrators.
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How to get access?
Plugin Required: The employee news for Now Mobile enhancements is available with Employee Center Pro license by upgrading to Employee Center Pro (version 29.0.4) and Content Publishing (version 30.0.6) Details: In our latest release, we've put the power of unified content authoring and accessibility at the forefront, making it easier for communication managers and content authors to create and share news articles across multiple channels, including portals and the Now Mobile app. We've also expanded the reach of Employee News by including Mobile as a destination channel within Content Templates, enabling author-once, publish-to-both-desktop-and-mobile functionality. This release provides support for desktop-only or mobile-only use cases, ensuring that native features like translations, governance, and audience targeting remain consistent without any impact on the content admins. Refer to ‘News in the Now Mobile’ product documentation for additional details. |
iii. Quick Links:
Quick links in Now Mobile allow you to provide your employees links to catalogs, KB Articles, external pages, or internal resources. Quick links are available on the Now Mobile home screen for the easy access.
You can manually configure these quick links in Now Mobile and to keep it consistent with Employee Center, you can keep the same keep quick link in both portal and Mobile or create separate links for Mobile and portal. Within Now mobile you get the added flexibility to include icons or images for a more visual experience.
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How to get access?
Refer to the Quick links community post to configure quick link on the Now Mobile home page |
iv. My Items
The My Items feature in Now Mobile simplifies this complexity by offering a centralised, mobile-first view of all active tasks—approvals, campaigns, learning modules, and more.
This streamlined homepage experience is designed to keep employees focused and productive. It consolidates diverse task types into a compact, integrated layout that’s both intuitive and extensible. Whether it’s a standard approval or a custom task from an external system, My Items ensures everything is visible and actionable in one place.
v. My Requests
The My Requests experience in Now Mobile empowers employees and managers to seamlessly track, manage, and act on service requests across departments—whether IT, HR, facilities, or beyond. With the July 2025 enhancements, requests are now intelligently segmented into configurable tabs like Created for You, Created for Others, and Others, making it easy to distinguish personal tasks from team or location-based responsibilities
Advanced filters and keyword search allow users to quickly locate relevant requests, while card-based layouts surface key details immediately.
My Requests uses the same configuration as the Employee Center portal, allowing content authors to easily manage and optimise the experience across both desktop and mobile.
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How to get access?
Refer to the Request experience in Now Mobile product documentation for more details Steps to configure: Navigation: All > System Mobile > Now Mobile App > My Request filters Inside any record, say Incident mobile, you'll see multiple fields as follows:
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vi. My Favorites
The Favorites section in Now Mobile displaying all the items (articles, topics, requests, news and more) you have liked/favorited using the heart icon. Once user tap on heart icon, it gets saved and appears in favorite section with latest one on the front and you can scroll to see more favorited items.
Favorite section is available on the home tab in Now mobile to make it easily available to you and take quick action.
You can see the list of all the favorited items and they will be available as cards stacked on each other.
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How to get access?
Refer to the: Configure My favorites for Now Mobile following the product documentation. Note: When selecting "See All," the cards for each favorite item must be defined separately in Mobile card builder |
II. Mobile Support Tab (aka Help Center)
The Support tab in Now Mobile is designed to help employees quickly find relevant help content and navigate through organizational knowledge. Much like the Mobile Home tab, some configurations here are shared with the Employee Center portal, while others are optimized for mobile.
Here’s a breakdown of the key components:
i. Recommended for You
The “Recommended for You” section on the Now Mobile app is a handy feature designed to make your experience more personalised and efficient. Located under the Support tab, it gives you quick access to knowledge articles and catalog items that are most relevant to you—right from your phone.
By default, you’ll see the top five recommendations, each showing a preview with the title, a short description, and how recently it was added. For catalog items, you’ll also see the price if available. You can even tap the Favourite icon to mark your favourites for easy access later.
When you click on any recommendation, it opens as the Mobile Employee Service Portal (MESP), so you can read or take action without switching devices.
If your organisation uses the HR Profile or Employee Profile plug-ins, the suggestions are tailored to your role and interests. Otherwise, they’re based on what’s popular across the platform using connected content.
Just a heads-up: recommendations stay active for six months by default, giving you plenty of time to explore them at your own pace.
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How to get access?
Read more on Recommended for you product documentation |
ii.Popular Topics
A topic will start displaying under the “popular topic” section when the content it includes—such as catalogue items or knowledge articles—shows high user engagement. For catalogue items, this means a high number of requests; for knowledge articles, it’s based on the number of views. The overall popularity of a topic is determined by aggregating the popularity of all its associated content.
This metric is updated daily through a scheduled job that analyses the entire usage history—starting from the day Employee Center was activated on the instance—and includes interactions from all users across the instance.
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How to get access?
This shares configuration with Employee Center and once done for EC, the popular topics will start showing in the “help center” tab One key difference: on mobile, you can display up to 6 topics only, ensuring a clean and focused user interface. |
ii. Browse All Topics
This acts as the mobile equivalent of the portal’s mega menu. It is a shared configuration that pulls from the same taxonomy defined in the Employee Center portal. This ensures consistency in how topics are organized and accessed across both desktop and mobile experiences.
It is a set of features that come together to provide a great user experience. You can add multi-department portal pages to be part of the Now Mobile to give a unified experience.
It drives the employee-centric discovery experience across the Now Mobile, offering a combination of widgets and pages that use a unified content taxonomy to drive content experience based on the employee needs.
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How to get access?
Plugins Required:
Steps to configure:
Refer to product documentation on Curated Experiences for additional details. |
Now Mobile Capabilities:
i. Feedback in Now Mobile
Now Mobile provides a flexible and user-friendly way to gather feedback directly from employees, helping organizations continuously improve their services and experiences.
Here’s how feedback collection is supported:
Out-of-the-Box Feedback Options
Now Mobile supports a variety of built-in feedback formats, including:
- Star ratings
- Thumbs up/down
- Emojis
- Numeric scales
- Custom forms
These options allow you to tailor the feedback experience to the type of service or interaction being evaluated.
a. Survey Integration:
You can also integrate full surveys to collect more detailed feedback on services or experiences, offering a deeper understanding of employee sentiment.
b. Anonymised Feedback Configuration:
Admins can configure whether feedback responses are anonymized, giving users the confidence to share honest input while maintaining privacy.
c. Dashboard Integration:
All feedback collected through Now Mobile is integrated with the Service/Experience Feedback dashboard, enabling real-time insights and trend analysis. This helps teams identify areas for improvement and track the impact of changes over time.
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How to get access?
Refer to the Integrated service and experience feedback in Now Mobile product documentation for more details. Note: Feedback capabilities in Now Mobile are part of the Employee Center Pro (EC Pro) offering. |
ii. Notifications in Now Mobile:
Now Mobile supports both in-app notifications and push notifications, ensuring employees stay informed and can take timely action—whether they are actively using the app or not.
For example, when an approval request is triggered, the approver receives a push notification directly on their device. Similarly, the Virtual Agent can send push notifications to provide assistance or updates related to support interactions.
Approvers can take quick, actionable steps directly from the notification, especially when interacting with Virtual Agent, streamlining the approval process.
If employees are already in the app, they can tap the bell icon to view all their notifications in one place, making it easy to stay on top of updates and tasks.
Note: Notification configurations in Now Mobile are not shared with the Employee Center portal. They must be managed separately to ensure the mobile experience is optimised.
iii. Approvals in Now Mobile:
Approvals is one of the top use cases for Now Mobile. While some core approvals like REQ, RITM, and HR were available out of the box, many other approvals tied to the Sys Approval Approver table previously were not accessible out-of-the-box with the Now Mobile app. With latest release, all ServiceNow approvals now appear on the mobile app, making it seamless for employees to complete these tasks while on the go or using their mobile devices. Whether it's approving or rejecting, employees can easily manage their approvals directly through our mobile app.
Moreover, additional details beyond the standard ones from the sys_approval approvals will also be displayed, providing a more comprehensive view of the approval process.
Now Mobile makes it easy for employees and managers to stay on top of approvals, no matter where they are. The app supports multiple ways to review and act on approval requests:
Approve Requests Within the App
Users can directly view and approve pending requests from within the Now Mobile interface, streamlining day-to-day workflows.
Actionable Notifications via Virtual Agent
Approvers can also receive actionable push notifications through Virtual Agent, allowing them to approve or reject requests instantly—without needing to navigate through the app.
Third-Party App Integration
Now Mobile supports integration with popular third-party systems, enabling users to manage approvals from platforms such as:
- SAP Concur
- Workday
This ensures a unified experience across enterprise tools, reducing the need to switch between apps.
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How to get access?
The Approvals Hub integration with Workday for Now Mobile is available with HRSD Pro/Ent license which includes Employee Center Pro. Please note that this feature will NOT be available for EC Pro standalone. Admins have the flexibility to customize the fields and details shown for specific approval types, thanks to the existing mobile app builder and card builder. Making the approval process more accessible and user-friendly for employees using the mobile experience. The integration can be accessed by upgrading to Approvals Hub integration with Workday application (version 1.0.2). Refer to ‘Workday approvals in Now Mobile’ product documentation for additional details. Note: Approval configurations in Now Mobile are not shared with the Employee Center portal and must be managed separately. The Now Mobile Approvals enhancement is available by upgrading to Tasks for Mobile application (version 27.0.1). Refer to ‘Approvals in Now Mobile’ product documentation for additional details. |
iv. Manager Hub in Now Mobile:
The Manager Hub in Now Mobile is designed to empower people leaders with the tools and insights they need—right at their fingertips. It brings together key information and actions to help managers support their teams more effectively, even while on the go.
Here’s what Manager Hub enables:
- Improve Visibility into Team Needs
Managers can easily view team-related requests, tasks, and updates, helping them stay informed and responsive to their team’s needs.
- Drive Focus and Prioritise Action
With a consolidated view of pending approvals, key metrics, and important updates, managers can focus on what matters most and take timely action.
- Help Leaders Grow
Manager Hub also supports leadership development by surfacing relevant learning opportunities, feedback, and insights that help managers grow in their roles.
Manager Hub in Now Mobile is a shared configuration with the Employee Center portal, ensuring consistency across desktop and mobile experiences. And will open as an MESP page in Now Mobile.
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How to get access? Refer to product documentation on Manager Hub for additional details. Note: Manager Hub in Now Mobile are part of the Employee Center Pro (EC Pro) offering. |
Now Assist in Now Mobile:
Now Assist brings the power of generative AI directly into the Now Mobile experience, enhancing productivity through intelligent assistance in both Virtual Agent and AI Search.
AI Search with Now Assist
Now Mobile leverages LLM-powered AI Search to deliver smarter, more contextual results. For example, when an employee searches for a topic:
- A recommended catalog item may appear based on the intent of the query.
- A relevant contact might be suggested to help resolve the issue faster.
- Knowledge articles are surfaced to enable self-service and reduce dependency on support teams.
These genius results help employees find what they need quickly and efficiently, all within the mobile app.
Virtual Agent with Now Assist
Within Virtual Agent, Now Assist enhances the experience by:
- Summarising knowledge articles for quicker understanding.
- Suggesting next best actions based on the conversation.
- Matching people in the organisation who can help, based on the context of the request.
This makes the mobile Virtual Agent not just reactive, but truly proactive and intelligent.
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How to get access?
Plugins required – The Now Assist genius results on Now mobile enhancement is available with the Now Assist license. Once the Now Mobile application is upgraded, Now Assist in AI Search setup is required to use Now Assist Genius results on Now Mobile. This can be accomplished by navigating to All > AI Search > Now Assist in AI Search Setup and enabling Now Assist Genius results by selecting the checkboxes for the following applications: Now Mobile Admin - Help Center Now Mobile Admin - Home Now Mobile - Help Center Now Mobile - Home These selections should be made under the Now Mobile Default Search Profile. Admin Configuration: Admins will have the ability to configure how Genius results are displayed, including options for source visibility, enabling users to see where the information is sourced from. Each Genius result can be configured to include action buttons, such as "Start a Request" or "Learn More," making it easier for users to take next steps directly from the response. Refer to Now Assist Genius Results product documentation for additional details. |
vi. Employee Profile in Now Mobile:
The Employee Profile feature in Now Mobile offers a streamlined view of user information, optimised for mobile use while maintaining alignment with the Employee Center portal.
Here are a few key differences and considerations:
Overview Widget Configuration
The overview widget—which displays key employee details—is configured separately for Now Mobile. This allows for a mobile-optimised layout that fits smaller screens and touch interactions.
Non-Editable Fields
Unlike the portal, fields in the mobile profile are not editable. This ensures data integrity and simplifies the mobile experience by focusing on viewing rather than editing.
Excluded Details
Some profile elements available on the portal are excluded from the mobile version for performance and usability reasons. For example:
- Org chart
- Profile banner
Shared Configuration
Despite these variations, the core configuration is shared with the Employee Center portal, ensuring consistency in the data presented across platforms.
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How to get access?
The new Employee Profile page is also available on Now Mobile. See Employee profile UI for Now Mobile product docs for more details. |
MESP Pages in Now Mobile:
Now Mobile supports MESP pages, which are mobile-optimized versions of the topic pages you see in the Employee Center portal. These pages are embedded directly into the mobile app, offering a consistent yet streamlined experience for employees on the go.
Support of multi-select option for lists on MESP screens - Users can now select multiple options from the list presented on an MESP page on Now Mobile. This enhancement especially enhances the Workplace Service Delivery reservation experience, allowing users to select multiple options from the list and share reservation details with their teammates seamlessly. Multi-select option for lists is available for all MESP screens.
AI Search on MESP Topic pages - Streamline the Topic page experience on the Now Mobile app:
- Users can use AI Search on MESP Topic pages, making it easy to browse through large lists of content items via mobile devices.
- AI search on MESP Topic pages enables all content associated with a topic and its topic sub-tree to be visible under the given topic on Now Mobile as users no longer need to scroll through pages to search for their desired content item. Aligning the browse experience between Employee Center and Now Mobile.
The Webviews for mobile plugin, previously available on the store, is now being moved back to the family. The Webviews for mobile plugin mainly contains the framework that drives the web screen experiences and does not affect MESP pages.
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How to get access?
Upgrade to Now Mobile (version 28.1.5) and the dependent plugins for these enhancements. No additional license is required as the Now Mobile application is available to all ServiceNow customers. Organizations would need to configure MESP topic pages to showcase content from sub-topics as well. The default setting for MESP topic pages is to only show content directly tagged to them. Refer to product documentation for additional details on this. |
Mobile Publishing: Branding in Now Mobile:
Now Mobile offers flexible branding options that allow organisations to deliver a consistent, professional mobile experience aligned with their corporate identity. This includes customising the pre-login experience, app appearance, and distribution method to meet internal branding and deployment needs.
Mobile Publishing enables you to white-label ServiceNow’s GA apps—Now Mobile and Agent—into a branded version featuring:
- Custom App Name
- Company Logo or Icon
- Personalised Splash Screen
Your branded app retains all internal workflows and theming configurations from the GA apps, ensuring a seamless experience.
Types of Mobile Apps:
a. GA Apps
Standard Now Mobile and Agent apps available on public app stores.
b. Branded Apps
White-labelled versions of GA apps with your organisation's branding.
c. Custom Apps
Tailored apps designed for specific use cases, such as:
- Combining Agent and Now Mobile into a single app.
- Creating additional apps for distinct user personas or workflows.
- Supporting executives managing multiple companies within a group on a single device.
To request a custom app, contact your ServiceNow sales representative, who will coordinate with the Mobile Publishing team.
Distribution Options:
- You can distribute your branded app:
- Publicly via the Apple App Store and Google Play Store.
- Privately using enterprise mobility management (EMM) tools or other internal channels.
Timelines and customer build process :
ServiceNow provides a structured process to launch your branded app:
- Submit Request
Include:Device type (Android/iOS), App name, icon, splash screen and Target client (Now Mobile, Agent, or both) - App Build & Testing
ServiceNow builds the app and provides a test version for validation. - Acceptance & Deployment
Once approved, deploy via your chosen method.
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How to get access?
Plugins Required: "Mobile Publishing" and is available with Pro and Enterprise packages, App Engine Studio SKU and as a Standalone SKU. Technical details: Refer to Custom - type apps : https://www.servicenow.com/docs/bundle/zurich-mobile/page/administer/tablet-mobile-ui/concept/mob-pu... Mobile publishing YT video: https://www.youtube.com/watch?v=RIFOJFJroQo&list=PLkGSnjw5y2U5bf79MQ1BPDk6hwOjXY54D&index=13 Mobile publishing FAQ community article: https://www.servicenow.com/community/mobile-apps-platform-articles/mobile-publishing-faq/ta-p/230245... Refer to Mobile branding and publishing product documentation for more: Publish mobile apps with custom branding |
Mobile Developer Tools:
To support rapid and flexible mobile development, ServiceNow provides a suite of powerful tools that enable developers and admins to build, customize, and brand mobile experiences with ease.
i. Mobile App Builder
Mobile App Builder is ServiceNow’s next-generation, low-code development tool for mobile apps. It replaces the traditional Studio for mobile development and allows you to:
- Build native mobile screens and functions
- Edit out-of-the-box mobile scopes
- Validate selected sections
- Duplicate existing components to reuse layouts and logic
This tool is designed to simplify mobile development, making it easier to create intuitive and responsive mobile experiences.
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How to get access?
Plugin Required: Mobile App Builder (App id: sn_mobile_card_bui ) needs to be downloaded from the store Read more about Mobile App Builder: https://www.servicenow.com/products/mobile-app-builder.html#features Product documentation: https://www.servicenow.com/docs/bundle/yokohama-mobile/page/administer/tablet-mobile-ui/concept/mab-... |
ii. Mobile Card Builder
Working alongside Mobile App Builder, the Mobile Card Builder helps you design and configure mobile screen cards and card templates. It gives you full control over:
- Layout and placement of elements
- Look and feel of each card
- Conditional styling using UI policies (e.g., color coding, state indicators, priority levels)
This allows for a highly customized and dynamic mobile interface tailored to your business needs.
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How to get access?
Read more on product documentation: https://www.servicenow.com/docs/bundle/yokohama-mobile/page/administer/tablet-mobile-ui/concept/mobi... |
Related resources:
- Refer to Mobile platform community page to learn more about the Mobile platform and capabilities.
- Watch recorded sessions on Mobile app academy YouTube playlist
- Read more about Employee Center community page
- Curious to know more ? Refer to Best Practices Guide: Building Mobile Apps with ServiceNow
- Visualise your Now Mobile app and take early decision with ready to use components in Mobile Figma files
