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 customers are encouraged to migrate 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 is a modern, native, mobile-first design that supports better security and offline data handling, enabling more efficient mobile workflows.
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Note that the Classic mobile app is deprecated as of September 2022, and migration resources are available through the ServiceNow Community.
Key Features
- Rapid Development: Use Mobile App Builder for low-code app creation and customization.
- Base System Applications: Out-of-the-box apps covering Customer Service Management, IT Service Management, Field Service Management, Employee Experience, and more, all automatically updated and tested by ServiceNow.
- Native Mobile Device Integration: Access device features such as camera, phone, SMS, and maps directly within mobile apps.
- Offline Capabilities: Support for offline read and write to maintain productivity without network connectivity.
- Enhanced Security: Features including data loss prevention to protect sensitive information.
Practical Migration Considerations
- Assess your organization's current mobile usage by identifying frequently used screens, fields, and actions as well as unused functionality.
- Migration requires rebuilding functionality manually within the Mobile Platform; there is no automated transfer from the Classic app.
- Whenever possible, leverage base system applications to reduce development effort and ensure ongoing updates.
- Customize these base apps using Mobile App Builder to meet specific business needs or create entirely new mobile applications.
Examples of Mobile Experiences
- Customer Service Management: Manage cases and access information in real time.
- Employee Experience Suite: Approve requests on the go using the ITSM Mobile Agent app.
- Field Service Management: Stay connected and complete field tasks efficiently from mobile devices.
Limitations
- Limited support for client scripts; Mobile UI Rules provide basic functionality customization.
- Geolocation and offline mode features are not supported in the Now Mobile app.
- Mobile apps do not switch automatically to offline mode when internet connectivity is lost.
Next Steps
Begin your migration by evaluating your current mobile usage, selecting appropriate base system applications, and using Mobile App Builder to create or customize apps. Refer to ServiceNow documentation on Mobile Configuration and Navigation, Mobile Platform setup, and application building for detailed guidance.
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 ITSM Mobile Agent app. For more detail, see ITSM Mobile agent.
- 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.