Service Reliability at Your Fingertips: Meet ITOM Mobile

[denis_guyadeen]

In our previous blog, "Overcoming Challenges in Adopting Software Tools for Distributed Teams", we explored the unique challenges that arise when distributed teams adopt disparate tools. One major insight: today's reliability engineers and on-call responders need real-time access and immediate control, wherever they are.

Enter ITOM Mobile — a purpose-built mobile app designed specifically for incident responders managing critical services in dynamic, distributed environments.

What is ITOM Mobile?
ITOM Mobile is a native mobile experience that extends ServiceNow's Service Reliability Management (SRM) capabilities directly to your responders — anytime, anywhere. Built on the Now Platform and integrated with the ITSM Mobile Agent, ITOM Mobile provides proven incident management features while streamlining them for mobile-first reliability operations.

It’s fast to deploy, simple to use, and built with the modern SRE and on-call engineer in mind.

If you're familiar with PagerDuty responders, you'll find a similar role here: individuals or teams directly engaged when incidents occur. Their job? Acknowledge alerts, assess the issue, take corrective action, and communicate status — all with speed and precision. ITOM Mobile is built to empower this role across the Now Platform.

Key Benefits

• At Your Fingertips: View, acknowledge, update, and escalate incidents right from your phone.
• Real-Time Push Notifications: Immediate alerts help reduce MTTA and MTTR.
• Mobility-First Design: Intuitive workflows optimized for mobile use.
• Seamless On-Call Integration: Access rosters and escalation paths with ease.
• No Extra Infrastructure: Built on ITSM Mobile Agent — secure, scalable, and enterprise-ready.

What You Can Do Today

ITOM Mobile is focused entirely on incident response. As of the current release, you can:

• Receive push notifications for critical incidents
• Acknowledge and update incidents
• View incident timelines and activity history
• Access on-call schedules and escalation details
• Collaborate with team members via mobile comments

🎥 Watch the demo walkthrough to see ITOM Mobile in action.

Core Mobile Capabilities You Should Know

• 🔍 AI Search: Quickly find relevant records, incidents, and knowledge articles using natural language search. Learn more
• 🔕 Override Do Not Disturb: Ensure critical alerts always get through — even if the responder's phone is on silent or in Do Not Disturb mode. Learn more
• 🔊 Custom Critical Alert Ringtones: Configure a distinctive ringtone so critical alerts stand out from routine notifications. Learn more
• 🤝 Collaboration Services: Seamlessly collaborate with peers through integrated mobile messaging and update sharing. Learn more

Getting Started

To begin using ITOM Mobile:

1. Install these required ServiceNow Store apps:
   • ITOM Mobile Agent – ServiceNow Store
   • ITSM Mobile Agent – ServiceNow Store
2. Configure your instance:
   Use the official setup documentation to enable the mobile responder experience.
3. Download the Now Mobile app:
   • iOS
   • Android

Why It Matters

As organizations grow more reliant on distributed teams and 24/7 service uptime, it's no longer enough to have great tools at your desk. You need ITOM at your fingertips.

ITOM Mobile ensures your teams are never out of the loop — and always ready to act.

• Reduce downtime
• Respond faster
• Keep services running smoothly

Whether you’re leading a reliability team or rotating on-call duty, ITOM Mobile keeps your operations in motion.

Explore More:

• ITOM Mobile Setup Guide
• ITSM Mobile Agent Docs

Empower your responders. Mobilize your reliability.