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10-23-2019 11:11 AM - edited 04-09-2025 11:05 AM
Getting Started with Mobile FAQ [Updated: Nov 22, 2022]
Release Details
1. What are the new mobile capabilities in the latest release?
2. Are there release notes available?
- Yes, customers can go to ServiceNow docs to learn about our mobile capabilities. Below are the links.
3. List all the mobile capabilities from ServiceNow that are available today
There are three distinct apps available today, with each one catering to a specific purpose.
- Now Mobile: Focuses on the general employee or requestor persona. This app allows employees to work with requests, find information or people across the organization, and interact with Virtual Agent. This is the app every ServiceNow employee is encouraged to have on their mobile devices.
- Mobile Agent: Focuses on the fulfillers or agents within an organization. ServiceNow Mobile Agent app delivers out-of-the-box, mobile-first experiences for the most common service desk agent workflows, making it easy for agents to triage, act on and resolve requests on the go.
- ServiceNow Classic: This is the legacy mobile app originally released in the Geneva timeframe. This legacy mobile app will soon be retired as of July 2022. Learn more here.
4. What applications or mobile workflows are available out-of-the-box?
The content available within each mobile app is developed by individual BUs. The offerings available as of today are detailed below:
- Now Mobile includes workflows for ITSM, HR, ITAM, ITBM, CSM, WSD, LSD, and Safe Workplace customers.
- Mobile Agent includes workflows for ITSM, FSM, CSM, ITAM, ITOM, ITBM, SecOps, GRC, LSD, and Procurement customers.
5. What's going to happen to the legacy mobile app -- ServiceNow Classic?
ServiceNow will be deprecating the ServiceNow Classic app in July 2022. Learn more here.
6. Why are there 3 mobile apps in the iOS & Android store?
Our strategy with mobile apps is to provide purpose-built mobile experiences that are optimized for a specific persona’s workflows and actions. With each release we add exciting new workflows, additional functionality, and easy-to-customize components to optimize your mobile-first experience. We currently have 2 core mobile apps and a legacy app – Mobile Agent, Now Mobile, and ServiceNow Classic.
- Mobile Agent, originally released in Madrid, focuses on fulfiller or agent persona and has been updated with new functionality and OOTB workflows with every release.
- Now Mobile focuses on the general employee or requestor persona and allows users to work with requests, find information or people across the organization, and interact with Virtual Agent.
- ServiceNow Classic is our legacy mobile app that is scheduled to be deprecated in July 2022. We are not investing in new feature functionality and encourage customers to transition to the new mobile apps as soon as possible (Mobile Agent & Now Mobile).
7. What is the difference between Now Mobile and Mobile Agent apps?
There are a few minor differences in native capabilities between ServiceNow Agent and Now Mobile apps but the primary difference are the personas they are built to serve.
We recommend using Mobile for fulfiller use cases and Now Mobile for requester use cases.
8. Can I use one mobile app/client for all of my use cases?
Mobile Agent and the Now Mobile have different base system applications that are available out of the box. From a client capability, there are minor differences (offline is available on ServiceNow Agent only) since both clients are built on the same codebase. It is possible to combine multiple use cases into a single app if desired.
Product Capabilities
9. What mobile devices (iOS & Android) does ServiceNow mobile support?
10. Can the new mobile app pull data from external systems outside of ServiceNow?
Mobile will only support pulling data from ServiceNow tables. Mobile will not have any additional or out-of-the-box data integration capabilities. However, customers will be able to connect and pull from external data sources using integration hub in the platform.
11. What languages are supported on mobile?
The mobile app will have 21 supported languages (based on the phone’s Operating System and/or the ServiceNow instance). Our internal Now on Now rollout however is only in English.
*Also note that Virtual Agent is available only in English.
12. Is there a branding or white-label capability?
Yes, Mobile Publishing.
Request a special build of a mobile application that is built (including App Name, App Icon, Splash Screen, Primary/Secondary colors and more), maintained, and distributed by entirely by ServiceNow. This is a fee-based service that requires additional licensing, Mobile Publishing is a plugin can be installed by via the ServiceNow store.
13. How do I measure my mobile usage for my end users?
User Experience Analytics provides dashboard views for monitoring key performance indicators for the ServiceNow mobile apps.
14. What is the level of security within the mobile apps?
ServiceNow mobile apps adhere to the highest enterprise security standards. All mobile app security practices, data loss prevention controls, and other details can be found in the following product documentation:
Furthermore, penetration testing on the mobile applications are available on CORE.
*It is important to note that ServiceNow does not distribute the mobile application files since it violates Apple's Enterprise Agreement. However, embedding MDM/MAM SDKs in to the mobile apps for enhanced data policy control is being addressed in future releases.
15. Are external users supported within the mobile apps?
You can define external users to have availability to access your instance, but without access to all the capabilities allocated to internal users. External users with the snc_external role can perform tasks like view knowledge base articles, create, edit and manage incidents, and use Virtual Agent chat, without affecting the security of the instance.
Enablement
16. Are there any guides on how to build applications from scratch?
Now Learning Mobile Developer Fundamentals - Web-based class that gives users an overview of the what, why, and how to approach mobile development.
- Mobile: Create a scoped application
- Mobile Development Introduction on Now Learning
- Mobile Design Best Practices
- Mobile App Builder - System Admin Guide
- Mobile Additional Resources
17. Is there a migration path from Mobile Classic to the latest apps?
No -- it is a completely different mobile client. Migration from Mobile Classic to our current mobile apps or beyond would involve planning a migration strategy, bringing on SMEs, learning Mobile App Builder, extracting business rules and permissions from list and forms, and leveraging Mobile App Builder to build and visualize your mobile app experience for users.
18. What will happen to the mobile web browser experience (i.e. Safari, Chrome, etc) after the deprecation of the ServiceNow Classic mobile app?
We do not have plans to deprecate the mobile web browser experience. You can continue to access an instance from your mobile web browser and the browsing experience/UI will be consistent with the ServiceNow Classic app.
*Keep in mind of the limitations & unsupported features when accessing an instance from your mobile web browser instead of using the native ServiceNow mobile apps (ServiceNow Agent or Now Mobile)
19. What do I need to know to prepare for a mobile rollout?
One of the best investments you can make in your migration strategy is having a clear plan and end goal. This will help you identify your resources, delineate between what is important and what is not, and deliver a mobile strategy with your end users in mind. To take advantage of the new no-code mobile experience, follow these essential training guides to help prepare you for a successful migration.
20. How are the mobile apps sold?
ServiceNow Agent and Now Mobile are platform-wide capabilities that are included with each product subscription. The mobile apps are all available as free downloads from the Apple App Store and Google Play Store, but user functionality varies depending on the customer entitlements:
- The ability to access non-ServiceNow product tables is limited to bundled custom tables or Now Platform App Engine licensing.
- The ability to access Virtual Agent requires a package that includes Virtual Agent (ITSM Professional, CSM Professional, HRSD Professional/Enterprise, or Now Platform App Engine Professional/Enterprise).
*For additional information on pricing, please reach out to your Account Manager
21. How do I configure ServiceNow Mobile Apps?
The ServiceNow® Mobile App Builder (MAB) is a configuration tool to build and manage screens and records that make up workflows within ServiceNow mobile apps. The organizational layout and navigation options in the Mobile App Builder facilitate a faster and more intuitive creation of ServiceNow mobile applications. ServiceNow recommends using Mobile App Builder as the primary tool for developing mobile experiences.
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Hi
My Customer wants to use the Mobile application for the Service Now HRSD application we are implementing.
Does the Mobile include all content including HR Cases and HR Catalog items ?
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Hi Shankar,
It would be best if the customer reaches out to their account team to confirm. If the customer already has the proper SKU for HR on platform/desktop experience -- mobile will support the content as well.
Best,
David
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Hi David,@davidha
How to bring this Alert on P1 displayed as an announcement in Agent mobile. I see this is given as a demo in Servicenow agent mobile demo for Service desk Agent. ca you give us some insight on how to do this?
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Hey David,
I'm facing an issue with my applets as below and not sure why this is happening. Everything was working fine before we upgraded to Quebec. Now the Applets are showing 'Restricted by Access Control' even when the user has access to same records from instance.
