By: Susan Sellmeyer, Lead Technologist and ServiceNow CTA at iTech AG
In today’s fast-paced world, where apps power how we connect and work, ServiceNow is no exception. Staying connected on the go, in the field, or remotely is no longer a nice to have; it is an essential business capability.
Organizations need their workforce to be mobile, responsive, and connected in real-time. ServiceNow Mobile empowers employees directly from the palm of their hand, while aligning with organizational processes, governance, and security standards.
Implementing the Right App
Similar to navigating an app marketplace, identifying the right ServiceNow Mobile app for your purpose isn’t always immediately obvious. Start by answering three questions:
- Who is your intended audience?
- Which ServiceNow applications should be accessible on mobile?
- What are the primary use cases mobile should support?
Answering these questions will enable you to select the right app, aligning your business needs with ServiceNow Mobile capabilities.
Now Mobile
Now Mobile is designed for requesters as an enterprise-wide engagement layer, built for every employee. Great for broad, self-service experiences:
- View, edit, and resolve assigned tasks
- Access the Self-Service Catalog and submit requests
- Access Global Search and Knowledge Articles
- Submit and manage Approvals
- Receive Push notifications in real-time
- Upload images and attachments to ServiceNow records
- Request help from Agent Chat and Virtual Agent
Mobile Agent
Mobile Agent is designed for fulfillers, built for specialized support teams who need to efficiently manage operational and resolution workflows. Great for specific experiences:
- Designed and tailored to agent activities
- Purpose-built agent-focused work queues
- Execute complex, multi-step agent tasks
- Provides out-of-the-box capabilities for ITSM, CSM, HR, FSM, SecOps, and ITOM
- Configurable for custom tables and workflows
- Provides Team Workload Visibility
- Includes core Now Mobile capabilities
ServiceNow Mobile Agent offers several application-specific capabilities:
Enhancing the User Experience
Mobile is all about the User Experience. When executed correctly, ServiceNow Mobile brings digital transformation to new heights.
Mobile is not intended to replace the desktop. Its purpose is to provide users access to quick, easy actions that can be performed on the go, while staying connected in real-time. When designed with this in mind, implementations deliver an intuitive experience that drives user adoption.
ServiceNow Mobile Apps can be enhanced with customizations to fit the specific needs of your business. When customizing the out-of-the-box Mobile Apps, consider the following elements:
- Scope
- Security
- Scalability
- Functionality
- Usability
- Upgradability
ServiceNow also offers several feature enhancements that can be enabled through configuration, such as:
- Offline Mode
- Barcode scanner
- Voice
- Smart Buttons
- AI Search
- Now Assist
Real-World Scenario
A Field Services team manages critical customer equipment on site.
Without ServiceNow Mobile Agent:
- Technicians handwrite notes on-site
- Data gets entered later, or not at all
- Work orders sit idle, until the technician returns to their desk
- Communication lags, reducing customer satisfaction
With ServiceNow Mobile Agent:
- A Work order appears instantly on the technician’s mobile device
- Work notes, photos, and updates are entered in the moment
- Replacement part orders are triggered immediately
- The customer receives status updates in real-time
Minutes matter. With ServiceNow Mobile, those minutes translate into better customer outcomes and more efficient operations.
iTech AG Can Help You Launch Your Mobile Experience
Mobile transformation and successful implementation are not plug and play; they require planning, scoping, and design that aligns to your business processes and governance, even when utilizing out-of-the-box capabilities.
iTech AG has ServiceNow Mobile implementation experience properly Scoping mobile projects, designing mobile layouts and workflows, and implementing Now Mobile and Mobile Agent as well as customizing Mobile Experiences.
Whether you’re starting a mobile journey or enhancing an existing rollout, we can help. Contact us today to get started!