Getting Started with Mobile FAQ

ian_kinnear · ‎06-16-2022

Getting Started with Mobile FAQ

Release Details

What are the new mobile capabilities in the latest release?
Check out what’s new for mobile in the release notes
List all the mobile capabilities from ServiceNow that are available today
There are two 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. 
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. 
What's happened to the legacy mobile app -- ServiceNow Classic?
ServiceNow has deprecated the ServiceNow Classic app as of Sep 15th, 2022. Learn more here.
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. Migrate from Mobile Classic to Mobile Agent or Now Mobile
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)
Why are there 2 ServiceNow 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 and Now Mobile.

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.
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.
Can I use one mobile app/client for all of my use cases?
Although there are small differences, both mobile clients are built on the same codebase. It is possible to combine multiple use cases into a single app if desired. 
What mobile devices (iOS & Android) does ServiceNow mobile support?
See Tested devices for ServiceNow Mobile apps
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.
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. Localization on mobile devices

*Also note that Virtual Agent is available only in English.
Is there a branding or white-label capability?
Yes, via 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.
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.
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: Device Security for ServiceNow Mobile

Furthermore, penetration testing on the mobile applications are available on CORE.
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. Mobile External User Support    
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.

An introduction into Mobile: Mobile Shorts Playlist on Youtube
Mobile: Create a scoped application
Mobile Development Introduction on Now Learning
Mobile Design Best Practices
Mobile App Builder - System Admin Guide
Mobile Additional Resources
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.
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