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Mobile Apps

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In this lesson, you will learn:

  • The main ServiceNow mobile apps and who uses each one
  • What people can do from their phones
  • How admins set up mobile apps

1 ServiceNow in your pocket

People don’t always sit at a desk. A manager might approve a request on the train. A technician might fix a printer in a warehouse. So ServiceNow has mobile apps for phones and tablets. 📱

You download them from the Apple App Store or Google Play, then log in to your company’s instance.

2 The main apps

Three ServiceNow mobile apps on phones. Now Mobile, for employees, shows options to get help, request items, approve, and read articles. ServiceNow Agent, for fulfillers and technicians, shows a list of assigned tasks with a scan button and works offline. ServiceNow Onboarding, for new hires, shows first-day tasks. All three connect to the same instance.
Figure 1. Three apps for three kinds of users, all on the same instance.
App Who uses it What they do
Now Mobile Employees (requesters) Get help, order items, approve requests, read articles
ServiceNow Agent Fulfillers and field technicians Work on assigned tasks, update records, scan barcodes, work offline
ServiceNow Onboarding New hires See and finish their first-day and first-week tasks

⭐ Remember: Now Mobile = for employees. ServiceNow Agent = for people who do the work.

3 What makes mobile special

  • Push notifications: alerts pop up on the phone, like “You have an approval waiting”.
  • Quick approvals: approve or reject with one tap.
  • Camera and barcode scanning: scan a laptop’s barcode to find its record.
  • Offline mode (Agent app): keep working with no signal, then sync later.

📝 Note: Remember push notifications from Lesson 5.3? This is where they show up!

4 The admin’s side

Mobile apps show what admins set up. Admins decide which lists, forms, and actions appear on the phone.

  • Admins use Mobile App Builder to change what the apps show.
  • Security still applies. Users only see what their roles allow, just like on a computer.
  • Test mobile changes on a real phone before users see them.

💡 Good to know: Mobile screens are small. Show only what people really need on the go, like approvals and their own tasks.

5 Let’s try it: go mobile

  1. On your phone, download Now Mobile from your app store.
  2. When asked for your instance, type your PDI address, like dev12345.service-now.com.
  3. Log in as admin (or as Riya, if you set her password).
  4. Look around. Can you find the catalog and knowledge articles?
  5. If you can’t install apps right now, open Mobile App Builder from the All menu instead and look at its sections.

6 Quick recap

  • Now Mobile is for employees who need help or approvals
  • ServiceNow Agent is for fulfillers and technicians, and works offline
  • ServiceNow Onboarding helps new hires with their first tasks
  • Mobile brings push notifications, one-tap approvals, and barcode scanning
  • Admins set up mobile with Mobile App Builder

7 Check yourself

Think of your answer first. Then tap to check.

1 A field technician needs to update tasks with no signal. Which app? Show answer

ServiceNow Agent. It works offline.

2 A manager wants to approve requests on their phone. Which app? Show answer

Now Mobile.

3 Can a user see more records on mobile than on a computer? Show answer

No. The same roles and security apply everywhere.

Nice work! You finished this lesson. 🎉

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