Update: Based on feedback from our few remaining customers on Mobile Classic, we have made the decision to extend the final deprecation date to September 15th, 2022.
------
In 2018, in order to support our customers continued growth and market requirements, ServiceNow began transitioning to a new mobile native technology stack. In March 2019 (Madrid release), the Mobile Platform was launched which included the ServiceNow Agent app, with Now Mobile and Mobile Onboarding apps launching in subsequent releases. Since the release of our native mobile apps, we continue to invest heavily into the new Mobile Platform, adding powerful capabilities such as AI Search, Virtual Agent support, Mobile Publishing, and so much more. The Mobile Platform continues to evolve, and we are excited by the future of ServiceNow mobile.
Customers have been aware that the legacy ServiceNow Classic app has been operating in a maintenance mode (bug fixes only), and most have already migrated to the new Mobile Platform. The only remaining question has been when the formal deprecation occurs. Two important factors have come together to finalize our plans for formally discontinue the Classic app. First, the most recent releases of the Mobile Platform have addressed the small set of capabilities that were exclusive to the legacy app (e.g. Saved Views in Quebec provide similar functionality to the legacy app “favorites”). Second, new mobile OS frameworks will make Classic more vulnerable from a security standpoint.
Therefore, we would like to inform you that ServiceNow will be deprecating the ServiceNow Classic App in July September 15, 2022 (Tokyo Early Access).
What this means for you:
- Only existing classic users will have continued access; however, without support, and without future updates.
- Starting July September 15, 2022 -- customers will not be able to add new users to ServiceNow Mobile Classic app because it will be removed from the iOS and Google Play stores.
- We encourage customers to adopt the new ServiceNow Mobile Platform, which offers a suite of native mobile apps and development tools that enable organizations to rapidly build and deploy mobile-first experiences.
*At some point, if the end devices are upgrading OS versions the app will stop working since we are no longer providing any updates/fixes.
We’ve created a video that outlines many of the key changes that ServiceNow admins can expect and strategies to prepare for the transition to the ServiceNow Mobile Platform.
To assist customers with migration, we’ve created the Mobile Migration Guidebook, which provides detailed steps and best practices for moving from Mobile Classic to the new Mobile Platform.
As well as a 4-part Mobile Migration series to jumpstart your Classic migration
- Classic Migration Part 1: Visualizing your data
- Classic Migration Part 2: Defining your actions
- Classic Migration Part 3: Migrating your UI Policies
- Classic Migration Part 4: Designing your mobile landing pages
If additional time is needed to migrate to the Mobile Platform apps, we recommend the following as an interim solution:
- New users can continue using the legacy $m.do experience through their mobile web browser (i.e Safari, Chrome, etc)
- Alternatively, you can also configure a mobile web page to point to $m.do on the Mobile Platform apps. Using Mobile App Builder, you can configure a browser/URL screen to point to $m.do to mimic the Classic app experience. (i.e. URL: https://instancename.service-now.com/$m.do#/home). See product documentation for more information on how to configure a mobile web screen
*This interim option requires users/customers to uninstall the mobile classic app and install the ServiceNow Agent, or Now Mobile app to expose the $m.do experience in the mobile platform apps. The benefit is it provides a fast path to migration to the supported Appstore clients, and could serve as a bridge until a fully native new experience can be developed.
For further assistance, please see the additional resources below:
- Follow steps outlined in Quebec Mobile Migration Page & Migration Guide. These resources have step-by-step guidance to help you discover, strategize, and execute your mobile migration to the mobile platform.
- Leverage the Mobile Apps & Platform forum on ServiceNow Community for common questions, live building series Mobile App Academy on YouTube, or essential Mobile Training Resources on NowLearning.
- Review our mobile FAQs for getting started, security, mobile publishing, and more.
- Contract with ServiceNow or a ServiceNow Solution Partner. Our Customer Outcomes team or ServiceNow Solution Partners offer migration assistance solutions. Contact them directly for service availability and cost.
- If there are specific questions, we can help with please leverage the Mobile Apps and Platform forum on community.
- For implementation issues, please open a case or visit ServiceNow Support.
