Now Mobile app

  • Release version: Yokohama
  • Updated January 30, 2025
  • 5 minutes to read
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    Summary of Now Mobile app

    The Now Mobile app enables your employees to perform key ServiceNow tasks on the go, such as submitting incidents and requests, managing tasks, and accessing company resources. Available for iOS and Android, the app integrates core ServiceNow functionalities into a mobile experience designed for ease of use and productivity anywhere.

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    Key Features

    • Task and Request Management: View, update, and complete assigned tasks and requests directly from the app.
    • Asset Management: Access information on hardware and software assets and report related issues.
    • Support Access: Search knowledge bases, create new knowledge articles, and request help via Agent Chat and Virtual Agent.
    • Multimedia Support: Upload images and attachments to ServiceNow records for richer issue reporting and documentation.
    • Notifications: Receive and manage notifications consistent with your web UI settings, with options to enable or disable via app preferences.
    • Customization and Personalization: Utilize pre-configured Siri shortcuts, choose app themes (dark or default), set language preferences, and configure security features including PIN and biometric unlock.
    • Offline Capability: Work offline with cached data, enabling productivity even without an active network connection.
    • Analytics and Feedback: Optionally enable analytics to track user journeys and provide feedback directly through the app.

    Customization and Branding

    ServiceNow offers tools like Mobile App Builder to customize and extend the Now Mobile app’s functionality. This includes configuring screens, workflows, and navigation specific to your organizational needs. The app supports hybrid configurations combining native mobile and portal features, with theme and color adjustments available through Next Experience theming for visual consistency with your ServiceNow instance.

    Additionally, Mobile Publishing enables you to distribute a branded version of the app with a custom name, splash screen, icon, and Mobile Device Management (MDM) integration, aligning the app with your company’s identity.

    Security and Authentication

    The Now Mobile app leverages the secure ServiceNow platform and APIs to ensure a safe and seamless user experience. You can control access through roles and permissions tailored for mobile app users, supporting compliance with your organization’s security policies.

    Submit incidents and requests, manage tasks, and access company resources from anywhere using the Now Mobile app.

    This video highlights some of the capabilities of ServiceNow® mobile apps.

    For the full range of Now Mobile app documentation, see Now Mobile app in the Employee Service Management business unit.

    Features of the Now Mobile app

    The Now Mobile app is a downloadable app designed to help your employees with the following tasks:

    • Get help by submitting requests and issues.
    • Find answers using global search and knowledge base.
    • View and report issues around your assets
    • View and complete tasks
    • Upload images and attachments to ServiceNow records
    • Request help from Agent Chat and Virtual Agent
    • Use pre-configured Siri shortcuts unique to the Now Mobile app to complete common actions.
    Note:
    For more information, see Base system functionality for ServiceNow mobile.
    Download the app

    Download the Now Mobile app for either Apple iOS from the Apple App Store or Google Android from the Google Play store.

    Access the demo

    Try the Now Mobile app demo. The demo is a curated experience designed to show how your employees can work from anywhere. For more information on the app, see Now Mobile app demo.

    Base system experience with the Now Mobile app

    Now Mobile base system launcher screen

    On installation, the app provides the following capabilities.

    Home
    Use the Home tab to review and update tasks, requests, assets, assessments, and surveys.
    • Use My tasks to view, update, and, complete tasks assigned to you.
    • Use My requests to view and update tasks that you’ve created.
    • Use My assets to view information on your hardware and software assets, and report issues.
    • Use My assessments and surveys to review and complete any assessments or surveys assigned to you.
    Support
    Use the Support tab create a knowledge base, or review topics in existing knowledge bases.
    Notifications
    Use the Notifications tab to display your notifications. These notifications are the same that you received in the web UI, and depend on your notifications configuration. You can disable notifications in the Settings tab under Notifications.
    Settings
    Use the Settings to set preferences and review information about the app. The Settings tab displays the current user and login time, the connected ServiceNow instance, and app version. The following are some of the options displayed in the settings page.
    • Use the Instance section to view the other instances available to you.
    • Use the Location tracking option to keep a record of your location either for a defined period of time or while performing action.
    • Use the Offline option to work in offline and download your cache.
    • Tap the Preference option to list additional settings. The following are some of the options displayed in the Preferences page.
      • Use the Language section to select a language for your mobile app.
      • Use the Notifications section to enabled or disable notifications from the app.
      • Use the Security section to create or change the PIN to access the app. If allowed by your administrator, you can also allow the app to be unlocked with your device's biometric sensors.
      • Use the Theme option to enable the dark theme or the default theme on your mobile app.
      • Use the Analytics section to enabled or disable analytics from the app. Enabling this option allows analytics tracking of your user journey. For more details, see User Experience Analytics.
    • Use the Legal section review ServiceNow's privacy policy, open-source disclosure, and end user license agreement.
    • Use the Give feedback option to provide feedback on your ServiceNow mobile app experience.
    For more details on setting in your mobile apps, see Mobile app settings.

    In addition to this functionality, many other ServiceNow applications add additional functionality to the Now Mobile app.

    To learn more about interacting with the Now Mobile app as a user, see Using the mobile apps.

    Customize the Now Mobile app

    Use customization tools like Mobile App Builder to change or build on the existing functionality of the Now Mobile app.

    The Now Mobile app uses configurable screen components to display record information and mobile functions to give users the ability to perform tasks. Before making customizations, learn how these and other components work together to deliver information and functionality to your users, see Mobile hierarchy.

    ServiceNow has tools which you can use to configure the Now Mobile app.

    Mobile App Builder
    Mobile App Builder (MAB) is a configuration tool to build and manage screens and records that make up workflows within ServiceNow mobile apps. The organizational layout and navigation options in the Mobile App Builder facilitate a faster and more intuitive creation of ServiceNow mobile applications. For more information, see Mobile App Builder.
    Portal configuration
    The Now Mobile app is a hybrid experience that combines native mobile app functionality with features used in portal pages in the web UI.
    Classic environment
    Some elements of mobile configuration must take place in the classic environment. In these cases, you can update records directly to change the behavior of mobile components. Unless directed to specifically by documentation, use configuration tools such as the Mobile App Builder to reduce the risk of misconfiguration.

    For more information about how to customize your mobile experience for the Now Mobile app, see Configuring the Mobile Platform.

    Change theme and color in the Now Mobile app

    Use Next Experience theming to give the Now Mobile app a color scheme consistent with your instance web experience. Next Experience takes advantage of color variables, which replace hard-coded colors. Use these variables to create consistent looking components. Learn more about these options in Next Experience theming for mobile.

    Publish your own branded Now Mobile app

    Use Mobile Publishing to create and distribute a branded version of Now Mobile app. Tailor the app with your unique company identity using a custom name, splash screen, icon, Mobile Device Management (MDM) vendor. Learn more about the process of publishing mobile apps at Publish mobile apps with custom branding.

    Authentication with Now Mobile app

    The Now Mobile app relies on the secure ServiceNow platform and its APIs to provide a seamless mobile experience to its users. For a complete overview of the security features of the ServiceNow mobile platform, see Mobile security. You can also learn more about how to secure your apps with roles and permissions at User role permissions in mobile apps.