Explore ITOM Mobile Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Explore ITOM Mobile Agent

    ITOM Mobile Agent allows users to manage service reliability through ServiceNow's features on mobile devices. Available for both iOS and Android, it enables tracking alerts, managing incidents, and handling change and catalog tasks while on the go. The app integrates seamlessly with existing ServiceNow mobile applications, ensuring a centralized management experience.

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    Key Features

    • Multi-Device Access: Access Service Reliability Management (SRM) features on mobile devices.
    • Alert Management: Configure and receive alert notifications, and view alerts in dedicated tabs.
    • On-Call Schedule Management: Manage shifts, request time off, and address scheduling gaps directly from the app.
    • User Roles: Different roles such as Admin, SRM Admin, SRM Manager, and SRM Responder each have specific functionalities tailored to their responsibilities.

    Key Outcomes

    • Improved Service Reliability: Manage alerts and incidents efficiently to minimize downtime.
    • Faster Response Times: On-call engineers can manage alerts from anywhere, enhancing responsiveness.
    • Effective Notifications: Customize notifications to ensure critical issues reach the right personnel.
    • Enhanced Collaboration: Facilitate teamwork by managing schedules and coverage gaps through mobile access.

    Next Steps

    For further assistance, explore how to configure ITOM Mobile Agent and utilize the ITOM Mobile Agent reference for comprehensive guidance.

    Learn how you can use ITOM Mobile Agent to manage service reliability on the go, including its capabilities, benefits, and a sample workflow.

    ITOM Mobile Agent overview

    Use ITOM Mobile Agent to access Service Reliability Management (SRM) features on iOS and Android devices. With ITOM Mobile Agent, you can track alerts, manage incidents, and work on change and catalog tasks on the go. You can also manage on-call schedules by checking shifts, requesting time off, and filling scheduling gaps.

    To help you manage service reliability in one place, ITOM Mobile Agent auto-integrates with existing ServiceNow mobile apps. It runs in the ServiceNow Agent app and automatically includes ITSM Mobile Agent features. With that setup, you can manage alerts, incidents, on-call schedules, and tasks in one mobile app.
    Note:
    If you already use ITSM Mobile Agent for incidents, on-call schedules, and tasks, install ITOM Mobile Agent to add alerts to your mobile experience. With ITOM Mobile Agent, you get and configure alert notifications and view alerts in the My work, My team, and Notifications tabs. See Install ITOM Mobile Agent for installation instructions.

    ITOM Mobile Agent users

    The following table lists user roles and what each user can do in ITOM Mobile Agent:

    User Description
    Admin Admins install ITOM Mobile Agent so teams can access service reliability features on the go.
    SRM admin SRM admins customize alert and incident notifications for ITOM Mobile Agent. They make sure that the relevant people are aware of critical issues.
    SRM manager SRM managers track team progress, monitor unassigned issues, and review performance metrics. They also handle on-call schedules, including shift rescheduling, time-off requests, and scheduling gaps.
    SRM responder SRM responders manage alerts, incidents, and tasks on the go. They accept, assign, and close alerts; create and collaborate on incidents; and process critical issues. They can also view upcoming shifts and request time off.

    ITOM Mobile Agent workflow

    This sample workflow shows how ITOM Mobile Agent helps you manage services and the teams assigned to them:

    1. Monitoring tools generate critical alerts when they detect issues, and the ITOM Mobile Agent system sends mobile alert notifications to on-call responders.
    2. As an on-call SRM responder, you acknowledge, reassign, or close the alerts. If needed, you create incidents from the alerts, and then the ITOM Mobile Agent system assigns them to the appropriate team.
    3. You troubleshoot and collaborate on incidents, escalating them to major incidents when necessary, and then resolve and close the incidents, providing relevant details as needed.
    4. As an SRM manager, you adjust shifts, approve time-off requests, and resolve scheduling gaps for the on-call responders. Use dashboards to view alert trends, incident resolution times, and team performance.

    ITOM Mobile Agent benefits

    Working with ITOM Mobile Agent has the following benefits:

    Improve service reliability
    Minimize downtime by managing alerts and incidents on the go.
    Respond to issues faster
    Keep on-call engineers connected, letting them accept, assign, and close alerts from anywhere.
    Notify the right people
    Customize push notifications to make sure that the relevant people are aware of critical issues.
    Boost collaboration
    Help teams work efficiently by managing on-call schedules and filling coverage gaps on mobile.

    What to explore next

    To learn more about configuring and using ITOM Mobile Agent, see: