---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Exploring ITSM Mobile Agent

# Exploring ITSM Mobile Agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
ITSM Mobile Agent provides IT agents with mobile access to IT Service Management (ITSM) tasks so they can work on the go.

## ITSM Mobile Agent capabilities {#exploring-itsm-mobile-agent__section_fp1_wcn_fzb}

ITSM Mobile Agent is a mobile application for ServiceNow users who work in IT Service Management (ITSM) roles. It enables IT agents to perform various ITSM tasks and provide support from their mobile devices. The mobile agent app provides features such as ServiceNow®
Incident Management, ServiceNow®
Problem Management, ServiceNow®
Change Management, and ServiceNow®
Service Catalog access. With ITSM Mobile Agent, IT agents can stay connected and collaborate on IT tasks while on the go.

## ITSM Mobile Agent workflow {#exploring-itsm-mobile-agent__section_gp1_wcn_fzb}

The typical ITSM Mobile Agent workflow includes the following stages:

1. Incident creation: When a user encounters an issue or incident, they can use ITSM Mobile Agent to create an incident ticket. The ticket can include details such as a description of the problem, priority level, and any relevant attachments.
2. Notification and assignment: After the incident ticket is created, the mobile agent app sends a notification to the assigned IT agent or the appropriate support group. This notification helps the assignee respond to the incident promptly.
3. Incident management: The assigned IT agent can view the incident details, communicate with the user through the chat functionality of the app, and perform any necessary troubleshooting steps. If necessary, the IT agent can propose the incident as a major incident.
4. Resolution and closure: The IT agent can resolve the incident with the appropriate resolution code and description.
5. Reporting and analytics: ITSM Mobile Agent also enables managers to access reports and analytics related to the incident management activities. They can review metrics, identify trends, and gain insights into the performance of the IT service management process.
{#exploring-itsm-mobile-agent__ol_pdc_whr_fzb}

## ITSM Mobile Agent benefits {#exploring-itsm-mobile-agent__section_jp1_wcn_fzb}

{#exploring-itsm-mobile-agent__table_kp1_wcn_fzb__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Incident management | [Work on incidents assigned to you](https://www.servicenow.com/docs/yOZR6PvqXh7qaxuF7o66bw "Use the My incidents applet to work on the incidents that are assigned to you.") | All |
| Real-time notifications | All logged-in users receive in-app and push notifications. To configure real-time notifications, see [Configurable actionable notifications for ITSM Mobile Agent](https://www.servicenow.com/docs/fhtZUU33zzy1IYi1eDhpng#actionable-notify-itsm-mobile "With configurable actionable notifications for ITSM Mobile Agent, you can act on push notifications without opening the application."). | All |
| Team Dashboard and performance metrics | [My team dashboard](https://www.servicenow.com/docs/y1KnNFtrnEfMvGFM~2Z2Ww "As a group manager, you can use the My team dashboard to gain insights into data such as incidents at risk, breached incidents, and overdue changes.") and [Performance metrics in ITSM Mobile Agent](https://www.servicenow.com/docs/ibSP26HjZfncxP6zaVkGzw "Access your team's performance data directly from your mobile device with the ITSM Mobile Agent app.") | Managers |
| Major incident management | [Managing major incidents using the Major Incident applet](https://www.servicenow.com/docs/cX5Mdxs821_Qk9ETAqh4BQ "As a major incident manager, you can review active or proposed major incidents and act on them.") | Agents and managers |
| AI search | [AI Search in ITSM Mobile Agent](https://www.servicenow.com/docs/jiUFgXEaaEiXhBQ~Oa9vqg "AI Search helps agents find incidents, tasks, users, and knowledge articles in ITSM Mobile Agent with features such as auto-complete, typo correction, and Genius results.") | All |
| Collaboration services | [Collaboration services for ITSM Mobile Agent](https://www.servicenow.com/docs/4wz5M4SYFyoTnHt5ym8vOA "Collaboration services provide a way to communicate and collaborate in real time. You can directly use a collaboration tool from incident, incident task, and major incident records.") | Administrators |
[Table 1. ITSM Mobile Agent user benefits and features]

{#exploring-itsm-mobile-agent__table_kp1_wcn_fzb}