Exploring ITOM Mobile Agent
Summarize
Summary of Exploring ITOM Mobile Agent
ITOM Mobile Agent enables ServiceNow customers to manage service reliability directly from iOS and Android devices. It integrates Service Reliability Management (SRM) features into the ServiceNow Agent mobile app, allowing users to track alerts, manage incidents, and handle change and catalog tasks on the go. The app also supports managing on-call schedules, including checking shifts, requesting time off, and filling scheduling gaps, all in a unified mobile experience.
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ITOM Mobile Agent is designed to auto-integrate with existing ServiceNow mobile applications, extending the capabilities of ITSM Mobile Agent by adding alert management. This integration consolidates alerts, incidents, on-call schedules, and tasks into one app for streamlined mobile service management.
User Roles and Capabilities
- Admin: Installs ITOM Mobile Agent to enable mobile access to service reliability features.
- SRM Admin: Customizes alert and incident notifications to ensure critical issues reach the right people promptly.
- SRM Manager: Monitors team progress, manages unassigned issues, reviews performance metrics, and oversees on-call schedules, including shift rescheduling and time-off approvals.
- SRM Responder: Handles alerts, incidents, and tasks while mobile—accepting, assigning, closing alerts, creating incidents, collaborating on issue resolution, and managing their own on-call shifts and time-off requests.
Workflow
The ITOM Mobile Agent workflow supports efficient service management in real time:
- Monitoring tools detect critical issues and generate alerts sent as mobile notifications to on-call responders.
- Responders acknowledge, reassign, or close alerts; create incidents from alerts when necessary; and collaborate to resolve issues.
- Incidents can be escalated to major incidents as needed, with resolution details logged in the app.
- Managers adjust shifts, approve time-off, and manage scheduling gaps, while dashboards provide insights into alert trends, resolution times, and team performance.
Benefits
- Improved Service Reliability: Manage alerts and incidents from anywhere to minimize downtime.
- Faster Response: Keep on-call engineers connected to accept, assign, and close alerts remotely.
- Targeted Notifications: Customize push notifications to ensure critical issues reach the appropriate personnel quickly.
- Enhanced Collaboration: Facilitate efficient teamwork through mobile management of on-call schedules and coverage gaps.
Next Steps
ServiceNow customers interested in deploying or optimizing ITOM Mobile Agent should explore configuration and usage guides to tailor the mobile experience to their operational needs.
Learn how you can use ITOM Mobile Agent to manage service reliability on the go, including its capabilities, benefits, and a sample workflow.
ITOM Mobile Agent overview
Use ITOM Mobile Agent to access Service Reliability Management (SRM) features on iOS and Android devices. With ITOM Mobile Agent, you can track alerts, manage incidents, and work on change and catalog tasks on the go. You can also manage on-call schedules by checking shifts, requesting time off, and filling scheduling gaps.
ITOM Mobile Agent users
The following table lists user roles and what each user can do in ITOM Mobile Agent:
| User | Description |
|---|---|
| Admin | Admins install ITOM Mobile Agent so teams can access service reliability features on the go. |
| SRM admin | SRM admins customize alert and incident notifications for ITOM Mobile Agent. They make sure that the relevant people are aware of critical issues. |
| SRM manager | SRM managers track team progress, monitor unassigned issues, and review performance metrics. They also handle on-call schedules, including shift rescheduling, time-off requests, and scheduling gaps. |
| SRM responder | SRM responders manage alerts, incidents, and tasks on the go. They accept, assign, and close alerts; create and collaborate on incidents; and process critical issues. They can also view upcoming shifts and request time off. |
ITOM Mobile Agent workflow
This sample workflow shows how ITOM Mobile Agent helps you manage services and the teams assigned to them:
- Monitoring tools generate critical alerts when they detect issues, and the ITOM Mobile Agent system sends mobile alert notifications to on-call responders.
- As an on-call SRM responder, you acknowledge, reassign, or close the alerts. If needed, you create incidents from the alerts, and then the ITOM Mobile Agent system assigns them to the appropriate team.
- You troubleshoot and collaborate on incidents, escalating them to major incidents when necessary, and then resolve and close the incidents, providing relevant details as needed.
- As an SRM manager, you adjust shifts, approve time-off requests, and resolve scheduling gaps for the on-call responders. Use dashboards to view alert trends, incident resolution times, and team performance.
ITOM Mobile Agent benefits
Working with ITOM Mobile Agent has the following benefits:
- Improve service reliability
- Minimize downtime by managing alerts and incidents on the go.
- Respond to issues faster
- Keep on-call engineers connected, letting them accept, assign, and close alerts from anywhere.
- Notify the right people
- Customize push notifications to make sure that the relevant people are aware of critical issues.
- Boost collaboration
- Help teams work efficiently by managing on-call schedules and filling coverage gaps on mobile.
What to explore next
To learn more about configuring and using ITOM Mobile Agent, see: