Exploring ITSM Mobile Agent
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.
ITSM Mobile Agent overview
ITSM Mobile Agent is a mobile application designed 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
A general overview of the typical ITSM Mobile Agent workflow:
- 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.
- 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 ensures that the incident is promptly handled.
- 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 an incident to Major incident.
- Resolution and closure: The IT agent can resolve the incident with the appropriate resolution code and description.
- Reporting and analytics: The 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.
ITSM Mobile Agent benefits
| Benefit | Feature | Users |
|---|---|---|
| Incident management | My incidents | 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. | All |
| Team Dashboard and performance metrics | My team dashboard and Performance metrics | Managers |
| Major incident management | Managing major incidents using Major Incident applet | Agent, Managers |
| AI search | AI Search in ITSM Mobile Agent | All |
| Collaboration services | Collaboration Services for ITSM Mobile Agent | Administrator |