Access the demo

In the Mobile Agent app, tap the TRY WITH A DEMO ACCOUNT button at the bottom of the login screen. Then, select the role that matches the demo you’d like to see:

• Field Service Agent – manage their schedules, access knowledge and parts inventories, and track their work for the day
• Service Desk Agent – prioritize their tasks for the day, manage their shifts, and swiftly respond to major incidents
• IT Operator – triage and assign alerts, research root cause, and collaborate to act and resolve issues quickly

Finally, tap the Launch Demo button to start using the demo. The demo automatically logs you in to a ServiceNow instance with an example account.

Demo highlights

The ServiceNow Agent mobile demo displays an applet launcher page divided into sections. Tap an item in any section to open the item or tap See All to view all items in that section. For details on how applet launchers, applets, actions work together in the mobile environment, see Mobile hierarchy.

Customer Service Agent

Manage priority cases

Agents use Cases that need attention to quickly identify priority cases needing their response. These are cases where customers have responded back, or where internal blocking tasks have been completed. Agents can open cases to view the latest updates, add comments or work notes, edit case details, and propose solutions. Related lists show SLAs, tasks, child cases, and other case-related lists.

Initiate case workflows

From the New cases list, agents can swipe to accept or reject) a case. They have quick access to active critical cases. From this case list, agents view case details and can initiate standard workflows, such as proposing a major case or escalating a case.

Approve escalations and change requests

If users such as managers and supervisors have approval roles, they see their escalation approvals and change request approvals as well. They can open the approvals, view details, and either approve or reject the requests. Managers can also easily reassign cases to other teams or individual users.

Field service agent

Optimize my daily schedule

My Task Map displays locations for each of an agent's assigned tasks. Use the Optimize Today’s Route option to reorder tasks and show the quickest way to get to work locations.

Access knowledge articles and parts inventories

Agents view the parts required for the tasks they're currently assigned, and also view a full inventory of on-hand and defective stock. Agents can locate needed parts and see a map of warehouses and technicians that carry the parts they need. The Mobile Agent app includes knowledge management capabilities to provide immediate access to the knowledge that’s relevant to the task at hand. These capabilities include FAQs, error codes, schematics, and even videos.

Manage my work order tasks

Once tasks are prioritized, your agents select their first work order and accept it. Thus acceptance provides visibility to the dispatcher and updating the agent’s location. With a swipe, they can track the parts needed to fix a problem or scan a barcode to consume an asset from inventory. As part of completing certain tasks, your agents can document conformance to a safety checklist, document equipment readings, or fill out an inspection questionnaire. These actions are done using forms specific to the type of work or equipment or even customer. Then agents can close their tasks, capturing a customer signature and adding any important work notes.

For more information on Field Service Management using mobile applications, see Mobile experience for Field Service Management.

IT asset manager

Conduct an inventory audit directly from your phone

Conduct scheduled or ad-hoc asset inventory audits of stockrooms, data centers or office locations by scanning barcodes with the Mobile Agent app. Multiple technicians can scan against a single audit at the same time.

Receive hardware assets with mobile barcode scanning

Accurately scan and receive multiple assets against open purchase orders. Create new asset records directly from the Mobile Agent app.

Improve IT asset management accuracy

Accurately scan and receive assets for a streamlined operational. Scan multiple assets in a single batch upload. Quickly resolve discrepancies between ServiceNow information and audits. Instantly lookup info about any hardware asset.

IT operator

Triage and assign alerts in a services context

Use the Services section to view prioritize which services need attention to address operational alerts. View service details, then view the primary alerts grouped by machine learning. View individual alerts to see if any other services are impacted by the alert, providing insight into the scope of the issue.

Investigate root cause of alerts

Drill into the alert details, review the secondary alerts that are automatically grouped with the alert. These alerts provide key insights into the root cause of the problem. View related incidents, repeated alerts, and log files attached to a related incident. Access knowledge articles that provide more information about the problem, and suggestions actions to address it.

Collaborate and take action

With the root cause and recommended solutions, agents can add work notes to the alert and even initiate actions. Actions can include like kicking off a workflow or proposing a major incident.

For more information on Event Management using mobile applications, see Mobile experience for Event Management.

Project Manager

Monitor all your projects on the go

Quickly view key project status and details, with a click or a swipe, all from this single, native, mobile app. Filter to view color-coded, at-a-glance status of projects by project manager, portfolio, or business unit. See Critical Projects and Projects in Red on the opening page of the app - and simply click in for more actionable insights.

Raise awareness and take action

Gain mobile visibility into the number of open risks, issues decisions, actions, and changes (RIDAC) that may affect the overall project health. Enter new RIDAC items right from your mobile device throughout the project life cycle.

Collaborate with project stakeholders

Provide timely project updates anytime, anywhere. The native mobile app enables you to easily send emails, add work notes, or upload project documents. Team members and project stakeholders always know exactly where things stand with their projects.

Security Analyst

Manage security incidents anywhere

Quickly view security incidents and review details, including the incident priority, affected user, configuration item, attacker information, and more. Analysts can search by keyword, and filter by security incidents, users, and vulnerability groups, to find exactly what they are looking for.

Take action with the tap of a button

Open IT requests, initiate orchestration tasks like firewall blocks and host isolation, and communicate with affected users, all from within the security incident on your mobile device.

Review active vulnerabilities on the go

Analysts can review vulnerability groups assigned to them to determine the next steps; view remediation status, assignment group, individual vulnerable items, and more. Then, create a Change Request and resolve the vulnerability or opt to defer until a later date.

Service desk agent

Manage my work

View new incidents coming in, incidents currently at risk, and even breached incidents on the My Work tab. Agents can easily add comments, reassign, resolve, and approve incidents and tasks. Agents can also view and manage shifts to ensure adequate support coverage. The app includes a visual calendar view that shows your schedule as well as the shifts they cover for other agents. Request shift coverage or even request time off right through the app.

Manage the team’s work

Agents use the My Team dashboard to direct resources no matter where they are. Review unassigned work and take ownership of a critical incident. You can also assign it to a member of their team based on availability for the fastest incident response. Manage the team’s shift coverage using the app to ensure that all-time slots are adequately covered. Agents can use their phone’s native voice-to-text capabilities to provide the input to the Virtual Agent to see all schedules where they may have an upcoming coverage gap.

Engage in major incidents as if you’re in the office

Agents use the Mobile Agent app to engage and respond to major incidents. They can see proposed major incident candidates and quickly review and promote them. Collaborate by kicking off a conference call right from the app to serve as an in-person war room for the team.

For more information on incident management using mobile applications, see Mobile experience with ITSM Mobile agent

Learn more about the Mobile Agent app

Use the following links to learn more about on how to use and configure the Mobile Agent app.