Migrate from the ServiceNow Classic mobile app to the ServiceNow Mobile Platform
Summarize
Summary of Migrate from the ServiceNow Classic mobile app to the ServiceNow Mobile Platform
ServiceNow recommends migrating from the ServiceNow Classic mobile app to the ServiceNow Mobile Platform to leverage enhanced capabilities such as rapid low-code development, offline functionality, and native mobile device integrations. The Mobile Platform delivers a native, mobile-first experience with improved security and expanded features not available in the Classic app. This migration supports business agility and modern mobile workflows aligned with ServiceNow's evolving mobile strategy.
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Key Features
- Rapid Low-Code Development: Use the Mobile App Builder to quickly create or customize applications tailored to your business needs without extensive coding.
- Base System Applications: Access pre-built, tested, and automatically updated applications for common domains such as Customer Service Management, IT Service Management, Employee Experience, Field Service Management, Security Operations, HR, Finance, and more.
- Native Mobile Device Integrations: Utilize device features like camera, phone, SMS, and map apps directly within mobile applications.
- Offline Capabilities: Perform read and write actions while offline, supporting uninterrupted productivity even without network connectivity.
- Enhanced Security: Benefit from advanced data loss prevention and other security features designed for mobile environments.
Migration Considerations and Best Practices
- There is no automated method to transfer configurations from the Classic app to the Mobile Platform; functionality must be recreated manually using base system applications and custom mobile apps.
- Evaluate your organization's current mobile usage by identifying key business goals, frequently used screens, fields, and actions to prioritize features during migration.
- Leverage base system applications when possible to reduce development effort and benefit from ongoing ServiceNow support and updates.
- Use Mobile App Builder to create applications for areas not covered by existing base system apps, enabling tailored user experiences.
Current Limitations
- Limited support for client scripts; Mobile UI Rules provide basic customization capabilities.
- Geolocation and offline mode features are not supported in the Now Mobile app, and mobile apps do not automatically enter offline mode when the internet connection is lost.
Next Steps for ServiceNow Customers
- Begin by assessing your current mobile app usage and business objectives.
- Plan the migration by identifying which base system applications align with your needs and where custom mobile apps are necessary.
- Utilize the Mobile App Builder and ServiceNow's native mobile framework to rebuild and enhance mobile experiences.
- Stay informed about updates and best practices by engaging with ServiceNow Community resources on mobile app deprecation and migration.
Migrate from the Mobile Classic app to the Mobile Platform to take advantage of features such as rapid development, offline capabilities, and native mobile device feature integrations.
Understand the benefits of migration to ServiceNow® mobile
- Rapid, low code application development using Mobile Platform and Mobile App Builder.
- Base system applications including, but not limited to Customer Service Management, IT Service Management, and others as listed later in the topic.
- Integration with native mobile device features, such as camera, phone, SMS, and map apps.
- Offline capabilities, including offline read and write.
- Enhanced security features including data loss prevention.
Evaluate your organization's current mobile use
Start off with a list of business goals and determine which features your users need most. Consider which screens, fields, and actions your users use frequently, as well as what functionality your users do not use.
There is no direct method of transferring the ServiceNow Classic mobile app components into the Mobile Platform. You can create the same functionality available to your users with base system applications and manually building mobile applications in the ServiceNow® mobile framework.
Use base system applications when possible
ServiceNow provides several base system applications to get you started quickly with commonly used functionality. Base system applications are tested by ServiceNow, and receive updates automatically as you upgrade your instance. ServiceNow offers many base system store applications or plugins, some of which include experiences for:
- Customer Service Management
- Employee Experience Suite
- Field Service Management
- Incident Management
- IT Operations Management
- IT Asset Management
- IT Service Management
- Security Operations
- Risk
- HR
- Finance
Use these applications right away, or customize them to suit your business needs using Mobile App Builder.
- Mobile experience for Customer Service Management
- Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly. For more detail, see Mobile experience for Customer Service Management.
- Mobile experience for Employee Experience Suite
- Approve catalog requests, requested items, or change requests from anywhere using the ServiceNow Now Mobile app. For more detail, see .
- Mobile experience for Field Service Management
- Manage your field service tasks anywhere using the Field Service Management mobile application. With this application, you stay connected with your mobile device, can access important information, and complete your tasks quickly. For more detail, see Mobile experience for Field Service Management.
Create your own applications
Use Mobile App Builder to make new applications, and give your users the ability to work in areas not covered by the current base system applications. For details on the components of ServiceNow® mobile and examples of application creation, see Configuring the Mobile Platform and Building mobile apps.
Understand the current limitations for ServiceNow® mobile
- General
- Limited support for client scripts. Basic functionality can be addressed with Mobile UI Rules. See, Mobile UI Rules.
- Geolocation and Offline mode is not supported in the Now Mobile app.
- Offline mode
- Mobile apps do not automatically go into offline mode when internet connection is lost.