Platform Academy - June 24th, 2025 - Mobile Lessons learned from the field: What we heard at K2025

[Sharon_Barnes]

Lessons from the Field: Going Native with ServiceNow Mobile After Knowledge 2025

At Knowledge 2025, one thing was clear: most customers are still figuring out their mobile strategies. Whether you're entirely new to ServiceNow mobile or looking to move off the now-deprecated Classic app, there's no better time to rethink your approach.

In this latest Platform Academy session, David from the mobile platform team shares field insights straight from the Knowledge event, answering the top questions that developers and admins have asked repeatedly.

1. Start Smart with Out-of-the-Box Apps

Most customers don’t need to build from scratch. ServiceNow already offers a suite of prebuilt mobile apps designed to extend existing platform capabilities. The best first step? Explore what's already available and tailor it to your specific needs.

2. Say Goodbye to Classic

Yes, Mobile Classic was deprecated in 2022. Still using it? You're not alone. David explains how to transition: even if you're short on resources. The trick? Embed the old experience into the new native shell as a first step.

3. Native vs. Web vs. Hybrid

Not ready to go full native? You don’t have to. David walks through four common paths:

• Building full native actions

• Embedding the old Classic UI (m.do)

• Linking to existing UI15 or catalog pages

• Using Service Portal flows

You get flexibility while minimizing development effort.

4. Live Mobile Preview = Game Changer

Testing across iOS and Android can be challenging, especially without access to physical devices. Enter Live Mobile Preview: an in-product emulator that shows how your app will look and behave—instantly.

5. Mobile Publishing: Do You Need It?

Want your app to show up in the App Store with your own branding? That’s mobile publishing. It’s a premium feature, but branding isn’t the only value—it also gives you full control over how the app is distributed.

6. Visibility and Access Control

By default, users can’t see anything you haven’t explicitly configured. Add roles, user criteria, and segmentation to control rollout and visibility. It’s secure and built for piloting.

7. Driving Adoption

Adoption isn’t just about shiny screens. David shares four keys to success:

• Focus on daily utility use cases

• Send smart notifications (not spam)

• Build for “mobile-only” moments (like camera and check-ins)

• Extend the employee experience with relevant mobile tasks

Final Thoughts

Whether you’re piloting a simple mobile view or launching a full-blown native app, start small, iterate, and use the tools and apps that already exist.

Missed the live session? Watch the full recording above or explore the community resources shared in the show notes.