Exploring ITOM Mobile Agent

Release version: Zurich

Updated July 31, 2025

2 minutes to read

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Summary of Exploring ITOM Mobile Agent

ITOM Mobile Agent enables ServiceNow customers to manage Service Reliability Management (SRM) features directly from iOS and Android devices. It integrates seamlessly within the ServiceNow Agent app, combining ITOM and ITSM Mobile Agent capabilities to allow on-the-go management of alerts, incidents, change, catalog tasks, and on-call schedules. This mobile access helps improve responsiveness and service reliability by keeping relevant teams connected anytime, anywhere.

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Key Features

Alert Management: Receive, view, and configure alert notifications across My work, My team, and Notifications tabs.
Incident and Task Handling: Create, assign, collaborate on, escalate, and close incidents and tasks from mobile devices.
On-Call Schedule Management: View shifts, request time off, reschedule shifts, and fill scheduling gaps directly through the app.
Role-Based Access: Different user roles—Admin, SRM Admin, SRM Manager, SRM Responder—enable tailored functionalities such as installation, notification customization, team monitoring, and incident management.
Integration with Existing Mobile Apps: Auto-integrates with ITSM Mobile Agent inside the ServiceNow Agent app for a unified mobile experience.

Typical Workflow

When monitoring tools detect critical issues, ITOM Mobile Agent sends mobile alert notifications to on-call responders. SRM responders can acknowledge, reassign, or close alerts and create incidents as needed, which are assigned to the appropriate teams. Collaboration and escalation to major incidents are supported until resolution. SRM managers oversee on-call schedules, approve time-off requests, and monitor team performance through dashboards showing alert trends and incident resolution times.

Benefits

Improved Service Reliability: Manage alerts and incidents promptly to minimize downtime.
Faster Response Times: Keep on-call engineers connected to accept and close alerts from any location.
Targeted Notifications: Customize push notifications to alert the right individuals about critical issues.
Enhanced Collaboration: Manage on-call schedules and fill gaps efficiently via mobile, supporting team productivity.

Next Steps

ServiceNow customers interested in deploying ITOM Mobile Agent should review installation and configuration instructions and explore usage guidelines to maximize service reliability management on mobile devices.

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:

Monitoring tools generate critical alerts when they detect issues, and the ITOM Mobile Agent system sends mobile alert notifications to on-call responders.
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.
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.
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: