Exploring ITSM Mobile Agent

concept brazil Updated Sep 10, 2026 2 min read exploring-itsm-mobile-agent.md
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ITSM Mobile Agent provides IT agents with mobile access to IT Service Management (ITSM) tasks so they can work on the go.

ITSM Mobile Agent capabilities

ITSM Mobile Agent is a mobile application for ServiceNow users who work in IT Service Management (ITSM) roles. It enables IT agents to perform various ITSM tasks and provide support from their mobile devices. The mobile agent app provides features such as ServiceNow® Incident Management, ServiceNow® Problem Management, ServiceNow® Change Management, and ServiceNow® Service Catalog access. With ITSM Mobile Agent, IT agents can stay connected and collaborate on IT tasks while on the go.

ITSM Mobile Agent workflow

The typical ITSM Mobile Agent workflow includes the following stages:

  1. Incident creation: When a user encounters an issue or incident, they can use ITSM Mobile Agent to create an incident ticket. The ticket can include details such as a description of the problem, priority level, and any relevant attachments.
  2. Notification and assignment: After the incident ticket is created, the mobile agent app sends a notification to the assigned IT agent or the appropriate support group. This notification helps the assignee respond to the incident promptly.
  3. Incident management: The assigned IT agent can view the incident details, communicate with the user through the chat functionality of the app, and perform any necessary troubleshooting steps. If necessary, the IT agent can propose the incident as a major incident.
  4. Resolution and closure: The IT agent can resolve the incident with the appropriate resolution code and description.
  5. Reporting and analytics: ITSM Mobile Agent also enables managers to access reports and analytics related to the incident management activities. They can review metrics, identify trends, and gain insights into the performance of the IT service management process.

ITSM Mobile Agent benefits

Benefit Feature Users
Incident management Work on incidents assigned to you All
Real-time notifications All logged-in users receive in-app and push notifications. To configure real-time notifications, see Configurable actionable notifications for ITSM Mobile Agent. All
Team Dashboard and performance metrics My team dashboard and Performance metrics in ITSM Mobile Agent Managers
Major incident management Managing major incidents using the Major Incident applet Agents and managers
AI search AI Search in ITSM Mobile Agent All
Collaboration services Collaboration services for ITSM Mobile Agent Administrators
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