ServiceNow Mobile Agent app delivers out-of-the-box, mobile-first experiences for the most common service desk agent workflows, making it easy for agents to triage, act on and resolve requests on the go. The app enables service desk agents to promptly manage and resolve end user issues from their mobile devices. Agents use the app’s intuitive interface to accept and update work even without Internet connectivity. The app greatly simplifies work by leveraging native device capabilities for tasks like navigation, barcode scanning, or collecting a signature.​​

The app comes with out-of-the-box workflows for service desk agents in IT, Customer Service, HR, Field Services, Security Ops and IT Asset Management. Organizations can easily configure and extend the workflows to meet their own unique needs. ​​

With Mobile Agent you can:​
• Manage the work assigned to your teams​​
• Triage incidents and cases​​
• Act on approvals with swipe gestures and quick actions​​
• Complete work while offline​​
• Access the full issue details, activity stream, and related lists of records​​
• Optimize workflows with location, camera, and touchscreen hardware

NOTE: This app requires the ServiceNow Madrid instance or later.

© 2021 ServiceNow, Inc. All Rights Reserved.​

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

What’s New

Version 11.3.1

New: You can now open Virtual Agent using Siri Shortcuts. This requires activating the Virtual Agent plugin and enabling Virtual Agent on the mobile app.

• Accessibility related issues
• Issue with inputting Japanese characters in the comment field
• Issue with autocorrect in text fields
• Image upload fails in the Virtual Agent chat
• The ‘Clear All’ function does not work in the Notifications section
• ‘Assigned to’ is not cleared out after ‘Assignment group’ is changed
• UI issues with iOS 14
• Fixed the issue where the app crashes when launching
This version is compatible with Quebec Early Availability instances and includes other performance improvements and minor bug fixes. Detailed release notes can be found on the ServiceNow product documentation website.

Ratings and Reviews

4.3 out of 5
134 Ratings

134 Ratings

Khaossian ,

Not a bad app, can be a little difficult to find some tickets.

Sometimes it is hard to navigate this app, but once you have located what you are looking for, it is a great way to keep track of, notate, and resolve tickets during the day while on the move.

oxyphenbutazone ,

Continues to be unusable

I fail to understand how a company as large and successful as ServiceNow can make their mobile presence so poor and get away with it. Searching for an Incident number doesn’t even work, much less access to Change tickets or other modules. Deleting the app and using ServiceNow on a mobile web browser is equally frustrating, to the point that I simply cannot fulfill even small tasks on the go. ServiceNow, please devote some time to your mobile strategy. You have the money, please make a viable mobile app.

Mr. Shlabotnik ,


If I could give this a zero I would. I have spent the past 1/2 hour trying to find a way to search for a specific ticket to help someone else. Never found a way. I can see my tickets and my groups tickets but I need to be able to search and find tickets that are not in my groups assigned work.

Never found search never found help so I can find out how to search. A waste of time and disk space.

Not intuitive at all. I could go on but this wore me out.

App Privacy

The developer, ServiceNow, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.

Data Linked to You

The following data may be collected and linked to your identity:

  • Location
  • Search History
  • Identifiers

Data Not Linked to You

The following data may be collected but it is not linked to your identity:

  • User Content
  • Usage Data
  • Diagnostics

Privacy practices may vary, for example, based on the features you use or your age. Learn More


  • Family Sharing

    With Family Sharing set up, up to six family members can use this app.

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