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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# ITSM Mobile Agent

# ITSM Mobile Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The ServiceNow®
ITSM Mobile Agent app delivers base system mobile-first experiences designed for IT agents to triage, act on, and resolve incidents on the go.

## ITSM Mobile Agent overview {#itsm-mobile-agent__section_tth_41n_fzb}

Watch this three-minute video to learn more about ITSM Mobile Agent. This video covers the ITSM Mobile Agent app overview, installation, and information on how to access the app.

## Get started {#itsm-mobile-agent__section_uth_41n_fzb}

ITSM Mobile Agent assists IT agents with an intuitive interface to manage all their work, view schedules, check who is on call, respond to major incidents, and more. The agent can also view incident details and
activity; edit an incident and add comments; resolve, assign, or reassign an incident; and view incident notifications.

|-|-|-|
| [Explore Learn about ITSM Mobile Agent concepts, features, and User roles.](https://www.servicenow.com/docs/co9AFAgxkEgZAHKeQOnCDw "ITSM Mobile Agent provides IT agents with the access needed to perform the various IT Service Management (ITSM) tasks on the go with this mobile application.") | [ConfigureConfigure environment tools and user access. Configure and enable push notifications.](https://www.servicenow.com/docs/5NgSzr5E3702oZHCVpZAzQ "Plan and configure ITSM Mobile Agent.") | [My work appletCreate and manage incidents assigned to you. View your shift schedule and request time off.](https://www.servicenow.com/docs/PhtZ8Nk5SsfrOkDvxh0LJQ "Use the My work applet in the ITSM mobile agent to perform various functions from the mobile.") |
| [My team appletManage groups and shifts, view group performance and time-off requests. Resolve conflicts and gaps by providing coverage.](https://www.servicenow.com/docs/sp0VM6EQT6IRYAkz12n21g "Easily access and get insights into the work of the groups you are managing.") | [Manage major incidentsView active major incidents, proposed major incidents, candidates, and the Major incidents dashboard.](https://www.servicenow.com/docs/eoZQsFeWd8XPzNb7wZySCw "As a major incident manager you can quickly review active major incidents or proposed major incidents and act upon them.") | [ReferenceSettings and domain information about ITSM Mobile agent.](https://www.servicenow.com/docs/rxQ_sQbzo3EccQG8wqAU1g "Reference section provides additional information about components installed with Mobile Agent") |
[ ]

{#itsm-mobile-agent__table_vth_41n_fzb}

## Troubleshoot and get help {#itsm-mobile-agent__section_a5h_41n_fzb}

* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
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