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Start implementing the ServiceNow mobile platform

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Table of Contents Introduction ......................................................................................................................... 3

Why use the ServiceNow mobile platform? ....................................................4

ServiceNow mobile workflows in Orlando ........................................................ 6

Mobile Agent workflows ............................................................................................. 6

Now® Mobile workflows .............................................................................................. 8

Mobile Onboarding workflows ................................................................................ 8

Getting started with ServiceNow mobile ......................................................... 9

Upgrade to Orlando .................................................................................................... 9

Activating plugins.......................................................................................................... 9

Mobile migration to Orlando ................................................................................. 10

Leveraging mobile workflows in your mobile Implementation ............ 10

When to work inside Mobile Studio ................................................................ 11

When to work outside of Mobile Studio....................................................... 11

When to configure in Mobile Studio vs. outside Mobile Studio .......12

Get started with Guided App Creator: .............................................................15

Creating new mobile experiences

Get started with Mobile Studio: ...........................................................................16

Modify or create new mobile experiences

Get started outside of Mobile Studio with Now Platform UI: .............. 18

Modifying or creating new mobile experiences

Mobile hierarchy .......................................................................................................19

Understanding mobile hierarchy ................................................................... 20

Associating functions ...................................................................................................31

Tips for optimizing mobile ....................................................................................... 34

Additional resources ....................................................................................................35

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START IMPLEMENTING THE SERVICENOW MOBILE PLATFORM

Introduction The ServiceNow mobile platform allows your organization to deliver tailored mobile

experiences with apps (Mobile Agent, Now Mobile, and Mobile Onboarding) powered

by a single cloud platform and a common data model. The mobile platform brings

together Mobile Studio, Guided App Creator, Now Platform UI, ServiceNow mobile

workflows, and business logic so that you can provide your users a powerful self-help

interface–native on the Now Platform.

With ServiceNow mobile apps, your users can access custom reports and actions

to get work done anywhere on the go. Your users will have quick, easy access to

common tasks across various departments all from their mobile devices.

This guide will walk you through the process of getting your company ready to

implement mobile. You’ll learn all of the declarative (point-and-click) tools needed

to configure a personalized mobile experience for your organization including:

• Modifying pre-existing mobile workflows

• Creating new mobile workflows using Mobile Studio, Guided App Creator,

and outside of Studio (Now Platform UI)

• Optimizing your custom mobile workflows

START IMPLEMENTING THE SERVICENOW MOBILE PLATFORM

Why use the ServiceNow mobile platform? ServiceNow mobile apps are built with a mobile-first design. With this modern, native approach, we’ve worked with industry experts to identify ‘mobile micro-moments’ that would allow agents, employees, and new hires get work done faster and work more efficiently on their mobile devices.

How the ServiceNow mobile platform is different from ServiceNow Classic

ServiceNow is recommending that you migrate from ServiceNow Classic to take advantage of the new and updated features of ServiceNow mobile apps including:

• Fully native mobile experiences for iOS and Android

• Rapid app development without a single line of code using Mobile Studio

• Readily available mobile workflows for ITSM, FSM, ITAM, ITBM, ITOM, CSM, HR, Security Operations, finance, risk, and legal to address most common use cases across agent and employee personas

• Ability to enable Service Portal and Virtual Agent workflows natively within mobile

• End-to-end mobile branding and mobile application management support

• Offline support across your ServiceNow mobile apps

More than just displaying web-views on mobile

The problem with an enterprise mobile app that simply displays the entire desktop experience on a mobile device is that it tries to do too much, and as a result, does so poorly. A mobile app that does too much translates into a confusing and frustrating mobile experience for your employees. It’s critical to focus on how you can solve specific problems in an engaging way so that the mobile experience is smooth. When the experience is optimized for mobile your employees stay engaged and productive.

No more clunky web experiences

ServiceNow Classic provides a web-based mobile experience that scales Service Portal down to a mobile form factor. While the user experience is somewhat acceptable, it doesn’t provide the seamless capabilities of a native mobile application. Having overcrowded screens and requiring users to scroll, zoom, and make excessive taps just to get to the information that they need is no longer acceptable, especially in a modern workforce where responsiveness and performance are most important in the user experience. With the new mobile platform—you can personalize mobile workflows to your employees needs and provide them with native functionality so that mobile is simple to use, and information is easily discoverable. Managing approvals, making requests, and finding answers to questions is now possible in the palm of your hands with just a couple taps.

START IMPLEMENTING THE SERVICENOW MOBILE PLATFORM

Rapid app development and accelerated time to value

Typically, developing a brand new custom native app on Android and iOS requires an army of mobile app developers. And speed matters—many organizations cannot afford the time and resources needed to manage the code, technology, design, and delivery for even a simple app. But with our no/low code mobile platform, organizations could build, test, and deploy their mobile apps without a team of developers. The mobile platform leverages declarative tools, including Mobile Studio, Guided App Creator, and Platform UI, to make mobile app building simple for organizations of all sizes, even with limited resources.

How ServiceNow mobile workflows help the power of self-service

ServiceNow addresses most common mobile uses for agents, employees, and new hires with readily available mobile workflows on Mobile Agent, Now Mobile, and Mobile Onboarding Apps. Without any additional configuration, your employees will already have access to mobile use cases such as managing approvals, ordering items and services, or making new requests. Upon enablement, your users will have real-time access to the same information that they see on their desktops but organized for getting work done anywhere on the go and whenever they want.

If configuration is necessary, the ServiceNow platform offers pre-built templates and components that will cut down on development time. Our purpose-driven mobile workflows will help you quickly enable your global footprint without spending too much time and resources on custom configurations.

GETTING STARTED WITH MOBILE IMPLEMENTATION

ServiceNow mobile workflows in OrlandoIn Orlando, we provide the following mobile workflows to work immediately upon enablement:

Mobile Agent: the fulfiller experience

Mobile Agent workflows enable your agents to move work forward through any mobile device—allowing them to triage, act on, and resolve requests on the go, even without an internet connection.

IT Service Management

Manage incidents, view, and update on-call schedules. Easily gain insights and take action on active major incidents and the work of the groups you are managing

Value to the ITSM agent:

Free IT service agents from their desks and enable them to work on the go

Value to the business:

Accelerate service restoration and quickly resolve critical incidents

Field Service Management

Prioritize your work, find optimal ways to complete assigned jobs, track parts you need, get help needed to complete jobs, keep tabs on inventory, and get assistance from knowledge base articles.

Value to the FSM agent:

Plan, work, and complete tasks even without an internet connection

Value to the business:

Provide greater IT productivity for field service agents to work anywhere

Customer Service Management

Manage customer service cases, accept and reassign cases, and stay alert on updated cases via push notifications. Stay connected and access information in real time to complete cases quickly.

Value to the CSM agent:

Free CSM agents from their desks and enable them to work on the go

Value to the business:

Accelerate service restoration and quickly resolve critical incidents

IT Asset Management

Review purchase order line items, receive and validate your purchase orders using QR codes, open new purchase orders, and quickly scan multiple barcodes at a time to receive multiple assets and verify your orders have been received.

Value to the ITAM agent:

Saves ITAM agent time by being able to quickly scan, review, and submit assets

Value to the business:

Accelerate asset management and allow ITAM agents to be mobile

GETTING STARTED WITH MOBILE IMPLEMENTATION

IT Operations Management

Manage Event Management alerts and services, each of which is organized by different levels of severity. Take immediate action on alerts and services, create incidents, and collaborate with the rest of your team using work notes.

Value to the ITOM agent:

Allow ITOM agents to receive real-time alerts even away from their desktop

Value to the business:

Faster recovery time on high-severity incidents

IT Business Management: Project Management

Track the status of your projects, view status reports, collaborate with related stakeholders to resolve exceptions, and take timely actions. Monitor and take action on risk, issues, decisions, actions, and request changes.

Value to the ITBM agent:

Allow ITBM agents to monitor real-time reports on timely risks and issues

Value to the business:

Minimize incidents and outages with the help of real-time visibility of reports

IT Business Management: Agile Development 2.0

Track and update the status of your stories and scrum tasks, create new scrum task, and collaborate with the rest of your scrum team

Value to the Security operations agent:

Allows ITBM agent to collaborate and monitor timely projects on the go

Value to the business:

Provide greater productivity for scrum teams to work anywhere

Security Operations: Security Incident Response and Vulnerability Response

Security Operations (Security Incident Response and Vulnerability Response) View, edit, and assign your most current critical security incidents and response tasks. Search, view, or get notifications on all critical vulnerabilities, vulnerability groups, and assignments.

Value to the Security operations agent:

Allows security operations agent to respond faster to security threats

Value to the business:

Drive faster and more efficient security response teams

Governance, Risk, and Compliance

Manage your work, task assignments, requests, approvals, and other follow up actions. Also receive timely notifications for current alerts, as well as your risk and compliance status for critical assets, vendors, and impacted essential business services.

Value to the ITSM agent:

Allow GRC agents to respond to business risks in real-time

Value to the business:

See timely alerts and critical statuses for faster resolution

GETTING STARTED WITH MOBILE IMPLEMENTATION

Now Mobile: the employee experience

Now Mobile workflows allow your employees to get instant resolution to day-to-day IT service tasks and requests via self-service, deflecting incidents and freeing up resources from your agents.

The employee experience: ITSM and ITAM

Find answers, get help, and make requests. Provide fast and easy access to common tasks across IT, HR, finance, and legal all from a single device. Submit incidents and requests from anywhere.

Value to the employee:

Gives employees a 24/7 self-service solution

Value to the business:

Enable greater employee productivity as requests get resolved faster

Walk-up Experience (ITSM)

Enable your IT organization to set up a contact channel to support online check-in, onsite check-in, and appointment scheduling for a pre-established walk-up service center.

Value to the ITSM employee:

Boost employee satisfaction with efficient face-to-face support

Value to the business:

Deliver a modern in-person walk-up experience with mobile check-in

Human Resources Service Delivery

Enable your employees to view HR requests, request HR services, find helpful information on Knowledge Base, ask for help, complete HR tasks, view relevant banners, and interact with Virtual Agent.

Value to the HR employee:

Enable quick self-service solutions using Mobile and Virtual Agent

Value to the business:

Relieve your HR agents from backlog of common HR tasks

Mobile Onboarding: the new hire experience

Deliver great new-hire experiences and accelerate productivity with mobile workflows.

Mobile Onboarding: the new hire experience (HR)

Enable your new hires to complete onboarding to-dos, watch training videos at different stages of the hiring process, chat with a live agent, or interact with a Virtual Agent.

Value to the employee:

Gives employees a modern, omni- channel way to complete onboarding

Value to the business:

Streamline the HR onboarding process and reduce costs

GETTING STARTED WITH MOBILE IMPLEMENTATION

Getting started with ServiceNow MobileThe ServiceNow mobile apps will work immediately upon upgrade and installation of plugins (See page 10).

Many of your mobile use cases such as request submission and approval management are already supported by our readily available mobile workflows (See pages 6-8). Upon plugin installation, all you would need to do is test and release the app and your users can immediately start working within the apps.

We recommend that you release your app in phases so that you can continuously test your workflows, learn from your users, and optimize how they interact with your mobile apps.

For more information on migration and best practices.

To get started we recommend you follow these 7 steps for a successful ServiceNow mobile implementation:

1. Upgrade to Orlando product release

2. Activate plugins for new Mobile Platform

3. Migrate to new Mobile Platform

4. Leverage pre-built mobile workflows

5. Get started with Guided App Creator

6. Get started with Mobile Studio

7. Fill in the gaps with Now Platform UI

1 Upgrade to Orlando

Work with your account team to upgrade your instances and your license entitlement to Orlando. Once upgraded, you will be able to access new mobile components released in Orlando.

- How to upgrade to Orlando

- New mobile features in Orlando

2 Activate Plugins

In order to activate the ServiceNow mobile apps, you will need to install some plugins to enable new functionality in Orlando and the specific mobile workflows you want in your apps. Some plugins will come pre-installed from previous upgrades, while others will have to be installed manually.

For more information on activating ServiceNow mobile workflows and related plugins refer back to pages 6-8.

Mobile Studio Mobile Studio is automatically activated since the Madrid upgrade.

Mobile Agent The Mobile Agent app is automatically activated since the Madrid upgrade.

Now Mobile You will need to manually install a plugin to activate the Now Mobile app for your users.

Mobile Onboarding You will need to manually install a plugin to activate the Mobile Onboarding app for your users.

GETTING STARTED WITH MOBILE IMPLEMENTATION

3 Mobile migration to Orlando

Migrating from ServiceNow Classic to ServiceNow mobile apps Currently, ServiceNow Classic, our legacy app, is in maintenance mode.

Migrate to the new ServiceNow mobile apps to take advantage of features such as rapid app development, offline capabilities, and fully native features. If you currently use the classic mobile app and want to make use of the new mobile app, you have to migrate legacy mobile workflows and any customizations you have made to the old classic app.

The ServiceNow mobile platform is entirely different from ServiceNow Classic and requires some work to build from scratch. But we have mobile workflows and best-practice guides to help expedite your mobile migration process.

- Migrating from ServiceNow Classic (Refer to the rest of this document)

- Mobile migration best practices

Migrating from Madrid to Mobile in New York or Orlando There was a schema change for the new mobile platform moving from Madrid to New York. The changes were made to allow the mobile platform to introduce more advanced mobile capabilities and features.

Learn more about new features and changes in Orlando.

Migrate your mobile applications in New York or Orlando release to take advantage of improved features and continue editing in Mobile Studio. If you have already started using the new mobile platform in Madrid, you will need to run a migration script to convert your Madrid mobile applications to the new mobile hierarchy in New York and Orlando.

Learn more about migration from Madrid to New York/Orlando

Migrating from New York to mobile in Orlando Once you have upgraded your instance to Orlando, no further steps are required.

We would recommend for you to review any changes and new features that you would want to take advantage of in Orlando.

Learn more about new features and changes in Orlando.

4 Leverage mobile workflows in your mobile implementation

ServiceNow provides ready-to-use mobile workflows so that you can immediately get started with common mobile functionality. Your time to self-service can be greatly accelerated leveraging the mobile platform’s prebuilt templates and workflows in your mobile implementation. If your organization has minimal requirements to personalize the app, you can roll out your apps immediately and unlock greater potential for your organization to self-serve with mobile workflows that ServiceNow has already provided you.

If your organization has additional requirements to customize the apps you can take a phased approach to learn from your users after your initial rollout, modify your existing workflows, and optimize your apps over time.

Before you start customizing your mobile workflows, it’s important to:

- Define the roles and users for your mobile apps

- Understand what problem you are trying to solve for those users with the mobile app

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- Understand what set of data and action functions those users need to get work done faster on their mobile apps

- Figure out how you want your users to visualize their data and interact with their mobile app

And depending on your user app requirements, you will need to do the following:

- Understand the delta between the mobile workflows and what your users need

- Understand what features are available and customizable from the ServiceNow mobile platform

- Learn how to customize the features you want to deliver to your end users

- Build net new mobile components and flows to address any gaps from mobile workflows

- Optimize by adding or removing mobile components and flows to improve user engagement with the mobile apps

- Understand three different tools to configure mobile:

• Mobile Studio

• Outside Mobile Studio (see pages 11-14)

• Guided App Creator

Learn more about mobile platform features

When to work inside of Mobile Studio?

Most application configuration takes place in Mobile Studio. You can use Mobile Studio to create, modify, and manage mobile components for your ServiceNow mobile apps (Mobile Agent, Now Mobile, Orlando) all in one centralized interface.

The application explorer on the left-hand side of the screen organizes all of your relevant mobile components such as applets, applet launchers, and functions all into a single interface so that they are quick to access and easily customizable.

Mobile Studio helps cut down on development time by providing guardrails to follow when building mobile apps. For an improved mobile configuration experience, always start with what you can modify using Mobile Studio. For any mobile components that are not configurable in Mobile Studio, you can configure outside of Mobile Studio using traditional Now Platform UI (lists and forms).

When to work outside of Mobile Studio?

All mobile workflows from Mobile Agent (ITSM, FSM, etc.) can be modified using Mobile Studio. All other workflows from Now Mobile and Mobile Onboarding must be configured outside of Mobile Studio. However, any net new configurations for the Now Mobile and Mobile Onboarding can be done in Mobile Studio. It is only the pre-existing mobile workflows for Now Mobile and Mobile Onboarding that cannot be modified using Mobile Studio.

- Refer to pages 12-14 to learn when to configure inside Mobile Studio vs outside of Mobile Studio

- Refer to pages 20-33 to learn how to navigate mobile components

GETTING STARTED WITH MOBILE IMPLEMENTATION

When to configure inside Mobile Studio vs. outside Mobile Studio

The majority of ServiceNow app customization options are available from Mobile Studio. It was built to make it easy for admins to configure existing and new experiences for their organizations.

However, there are some pre-built mobile workflows and advanced mobile capabilities that will need to be configured outside of Mobile Studio due to limitations.

Here is a list of all mobile components that are configurable inside Mobile Studio. (We will continue to improve the Mobile Studio experience as we strive for Studio parity.)

*All components are configurable with Now Platform UI but we’d recommend using Mobile Studio

when possible.

Inside Studio Outside Studio

ServiceNow Mobile Workflows

Mobile Agent X

Now Mobile X

Mobile Onboarding X

Net New Configurations

Mobile Agent X

Now Mobile X

Mobile Onboarding X

Applet Launcher

Applet Launcher X

Header X

Global Search X

UI Section – Icon X

UI Section – Item X

UI Section – Media X

UI Section – Chart X

Navigation Bar X

Applets

List Applet X

Form Applet X

Map Applet X

URL Applet X

Grouped List Applet X

Calendar Applet X

Employee Directory Applet X

Dashboard Applet X

GETTING STARTED WITH MOBILE IMPLEMENTATION

Inside Studio Outside Studio

Screens & Related Components

Related List X

Activity Stream X

Details X

Form Segments X

Item Stream Segments (List) X

Single Item Stream X

Single Master Item X

Multiple Item Streams X

Multiple Master Items X

Data Item X

Item View X

Embedded List X

Custom Embedded Screen X

Chart Previews X

Chart Screens X

Function Types & Locations

Writeback Action X

Navigation X

Smart Button X

Time Series Navigation X

Latest Score PA Widget Navigation X

Single Score Card Navigation X

Top Menu X

Swipe X

Field X

Footer X

Quick Action X

List Item X

Media Section X

Time Series Chart Header

GETTING STARTED WITH MOBILE IMPLEMENTATION

Inside Studio Outside Studio

Function Behaviors

Inline Text X

Action Completed Behavior X

Acknowledgement Text X

Signatures & Credentials X

Image Upload X

Dependency Action X

Screen fields

Stages X

Checklist X

Embedded Web & Media X

Value-only X

HTML X

Date/Time Formatter X

Attachment X

Mobile Device

Localization X

Authentication Features X

Device Security Features X

Siri Shortcuts (Now Mobile) X

Additional Features

UI Styles X

UI Policies X

Chat & Virtual Agent X

Deep Linking X

Push Notification X

Offline X

Roles X

Photo Search X

QR Barcode Scanner X

Multi Scan X

Multi Scan X

GETTING STARTED WITH MOBILE IMPLEMENTATION

5 Get Started with Guided App Creator: Create new mobile experiences

If you’re new to ServiceNow, or you haven’t done much customization for the ServiceNow mobile apps in your organization, we recommend that you leverage Guided App Creator upon launching mobile Studio.

Guided App Creator gets you started with basic setup configurations for your ServiceNow mobile apps, but there is a lot more customization you can do to further enhance your mobile users’ experience. Guided App Creator is the ideal tool to get your admin started with building out your mobile flows.

For every new mobile flow you intend on configuring, it asks for the following:

- Specify the name for your mobile app

- Specify the user roles for your app

- Specify the data tables you want to use for the app

As a result, Guided App Creator will create mobile components from your inputs you provided to get you started with your customizations.

The following mobile components are automatically created from your inputs:

- List applet(s) with form screen(s) per table you selected

- An applet launcher containing all of your list applets

- A navigation tab containing your applet launcher

- Create new record action(s) per table you selected associated to the top menu of your list applet(s)

- Update existing record action(s) per table you selected associated to the top menu of your form screen(s)

- Delete existing record action(s) per table you selected associated to the swipe of your list applet(s)

Although the flow might not have the exact fields, patterns, or actions you want for your mobile flow—it jumpstarts the building process for you so that you save some time and don’t have to start from scratch.

Mobile Studio: Modify Components from Guided App Creator

After you’ve finished with Guided App Creator, you’ll be directed back to Mobile Studio, which provides easy access to all of your mobile components.

Before you can review the changes on your mobile app you need to associate your applet launcher that Guided App Creator automatically created to a specific mobile client. The mapping will expose the applet launcher on the app (Mobile Agent, Now Mobile, Mobile Onboarding) of your choosing.

To associate the applet launcher to a specific mobile client the admin will select a mobile app (Mobile Agent, Now Mobile, Mobile Onboarding) from the application menu and map the navigation tab to the application menu. Once mapped, you are now ready to review the mobile flow that Guided App Creator has created for you on your app.

Upon enabling mobile, only ‘Notifications’ and ‘Settings’ has been automatically associated to your mobile apps. The admin will have to define the rest for the tabs to appear on your users’ mobile apps (Mobile Agent, Now Mobile, Mobile Onboarding).

Learn more about configuring the navigation bar.

GETTING STARTED WITH MOBILE IMPLEMENTATION

6 Get Started with Mobile Studio: Modify or create new mobile experiences

Once you’ve reviewed your mobile workflows, you are ready to take the next step in planning out your ServiceNow mobile implementation strategy. The pre-built mobile workflows can help you jumpstart your thinking on what your users may need, and how to implement and deploy your mobile apps for the rest of your organization.

For more information on planning out your mobile strategy, refer to the ServiceNow mobile migration product documentation. Once your migration strategy is in place, we suggest this best practice approach when configuring in Mobile Studio:

1. Define the app’s purpose

- Determine which apps you will roll-out to your organization (Mobile Agent, Now Mobile, Mobile Onboarding)

- Define the app name, description, and user roles for each applet launcher, applet, and functions

2. Customize your users’ landing pages

- Adjust or create a new applet launcher that serve as an optimized landing page and navigation tabs for different groups of users

- Configure how you want the header (home or generic) to be displayed for those users

- Determine which applet launcher will serve as your user’s home screen and the order of all other applet launchers

- Decide what tables you want to enable on your users’ global search

- Customize and create new UI sections to display your users’ most important applets and how they should be displayed (icon or item)

- Configure quick actions on your users’ landing pages for quick access to most commonly used functions

- Customize the icons of your quick actions and navigation tabs to provide unique visual identifiers

3. Define the information your users need most

- Apply conditions to your data items to show only the information that your users need on their mobile device

- Use parameters on data items determine how you want users to interact with an applet (text, search list, barcode scanner, autofill, etc)

4. Visualize your user’s data

- Use Mobile Studio templates to create applets that best visualize your user’s data

- Add or remove fields based on your users’ needs

- Add or customize segments to add additional context to a record (form, activity stream, related list, etc)

- Consider applying screen fields to improve the usability of your form screens

- Determine if you can build your flows out natively using Mobile Studio templates or if using a URL applet to display the web experience is necessary

GETTING STARTED WITH MOBILE IMPLEMENTATION

- Consider editing the item view JSON to improve the header view of your applets (on the master item of any applet)

- Apply UI styles to change the color of fields to make them stand out

- Use mobile UI policies to control whether fields are mandatory or visible in different user group flows

- Determine the best method for your users to visualize and take action on their data whether it’s with native applets, using a URL applet to open up a web browser, using Global search, deeplinking with email, using Siri Shortcuts, or enabling native Virtual Agent

5. Take actions in the ServiceNow apps

- Enable valuable micro-moments for your users by creating unique action functions

- Determine if your actions can be executed declaratively or requires scripting

- Apply parameters to actions to determine how users interact with their actions (text, search list, barcode scanner, autofill, etc)

- Create actions that your users need most at every different micro- moment and optimize for each user group

- Apply roles or conditions to actions for different user groups

- Think about where your users would want to execute the actions within the app so that it is intuitive and quick to do (Refer to pages 31-33 for supported action locations)

- Use smart buttons to make your fields actionable and native

- Create navigation functions to allow users to quickly navigate to another record with context

- Figure out the most important actions for each user group and associate them as quick actions on the home page for quick access

- Determine if you want to apply action behaviors (success/failure message, etc) upon action execution

6. Receive real-time notifications

- Enable or disable notifications provided from mobile workflows for each app and each user group

- Create custom push notifications for any mobile flows that is time sensitive or requires a user to take action

- Determine the conditions to send, who to send, and what is sent when a push notification is triggered

7. Work anywhere on the go

- Understand if there are any user groups that work on the go and require offline access to their data when there is no connectivity

- Enable specific mobile offline flows so users can access their applet launchers, applets, and functions even without an internet connection

- Configure offline settings and properties to control offline behavior (allow attachments, offline expiration, size limit, etc.)

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8. Test your mobile app

- Make sure that any changes you undergo takes place in a sub- prod, developer, or test instance

- Test and iterate your mobile app flows with small sub-set of users before deploying to the rest of your organization

- You can immediately test your mobile configuration changes in real-time by pulling down on the home screen or log in/out to refresh

9. Enable your mobile footprint globally

- ServiceNow offers the ability to localize your native apps in 20 different languages.

- Learn more about localization on mobile devices

10. Personalize your mobile apps with mobile branding

- Personalize the ServiceNow mobile apps to match your company’s branding, so that they are more recognizable by your users

- Understand the difference between mobile branding and mobile app theming and determine which path best fits your organization

- Learn more about ServiceNow mobile branding

11. Deploy your ServiceNow mobile apps

- After you’ve completed designing, configuring, and testing your ServiceNow mobile apps, you are now ready for deployment—which means launching your app and making it available for public consumption

- Learn more about deploying ServiceNow Mobile apps

12. Manage and iterate your apps

- Once you’ve deployed your apps you will want to leverage Mobile Analytics built in the platform to learn how your users are engaging with your mobile flows and improve them over time

- Consistently solicit and review user feedback and engagement to inform future interactions

- For more information on Mobile Analytics

7 Get started outside of Mobile Studio with Now Platform UI: Modify or create new mobile experience

For any mobile components that you couldn’t modify or create using Mobile Studio, you will need to use Now Platform UI to fill in the gaps.

Refer to page 12-14 to understand when to configure mobile components in Mobile Studio vs Now Platform UI.

Best practice is if you don’t see a component inside of Mobile Studio, you can always fall back to using lists and forms on Now Platform UI.

Once logged into your instance, if you search for ‘mobile’ on your application navigator, you will see all of the related backend tables for mobile configurations underneath ‘System Mobile’.

Related tables under ‘Now Mobile’ are shortcuts to quickly open Now Mobile applet launchers and navigation bars or to help configure mobile workflows for Knowledge, Requests, and Catalogs.

*Refer to number references on page 19

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Mobile hierarchy

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Understanding the mobile hierarchy to modify mobile workflows

1 Navigation/Navigation bar (sys_sg_navigation)

When getting started in building mobile, you start with the navigation table. Each of these navigations represents a mobile client for Mobile Agent, Now Mobile, and Mobile Onboarding.

2 Navigation tabs (sys_sg_navigation)

Inside of the navigations are navigation tabs. Once the native client is selected, the admin configures the collection of navigation tabs for their end users. The navigation tab is a configurable menu bar that appears at the bottom of all mobile application screens. The navigation tabs allow end users to quickly open up applets, applet launchers, settings, and notifications on their mobile client.

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Applet launcher tab / Applet tab (sys_sg_applet_launcher_tab)

Each navigation tab represents an applet or an applet launcher. When you add more than five tabs to the navigation bar, a ‘More’ tab appears. Tapping on the ‘More’ tab displays all other remaining tabs that did not fit the navigation bar. You can configure these tabs so your users have quick access to the landing pages they need the most.

3 Applet launcher (sys_sg_applet_launcher)

Inside of the applet launcher tab contains an applet launcher. Applet launchers serve as a landing page or home page for your users. In this example, this is the home page of your Now Mobile client. If you wanted to customize any of the pre built mobile workflow components on the home page of your Now Mobile app, this is where you start.

Applet launchers contain a configurable header, and UI sections to provide access to applets in several formats. You can also configure applet launchers with a global search bar, and quick actions, which give your users access to commonly used functions.

4 Header

The header of the applet launcher defines how the title of the screen appears and what information is shown in the header. The available types are Home and Generic.

Home headers are used to show the logged in user. The title of the home applet launcher is customizable and pulls from the sys_user table to display the first name, last name, or full name of the user. The avatar or initials for the logged in user also appear in an icon in the upper right corner of the screen. The user can tap this icon to open a form applet that contains the current user’s profile.

Generic header types are not designed to be used as home pages. The title of the generic header is a static string that you define. The top right icon of the generic header can also be used to navigate to an applet that you define.

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5 Global search bar

You have the option to include a global search bar on your applet launcher. Use global search to give your users the ability to quickly find people, catalog items, and knowledge base articles in your instance.

6 Quick actions

You can also define quick actions on your applet launcher to give your users quick access to commonly used functions. Users can quickly access quick actions by tapping the enlarged icon at the lower right corner of the applet launcher. If there is a single action, the icons are configurable. If multiple actions are set on the quick action, the icon will default to a ‘+’ icon which opens up a list of actions for users to select from.

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7 UI sections (sg_sg_item_section / sys_sg_icon_section / sys_sg_ media_section)

Inside of an applet launcher are UI sections. This is where you can control the pre-built applets that appear on your mobile clients (i.e. ‘My Tasks’ and My Requests’ on Now Mobile). UI sections display applets and record information on your applet launcher screen. The available UI sections are icon, item, and media section types.

Icon UI sections can be used to display a group of applets to your users. Each applet is displayed as an icon and title and can have horizontal or vertical layout. When users tap on an icon, they will directly open up the designated applet.

Horizontal icon sections: Vertical icon sections:

Item UI sections can be used to display records from a single list applet on your applet launcher screen. The list applet display records as cards and can have horizontal or vertical layout. When users tap a record, they will directly open the record’s form screen defined by the list applet.

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Horizontal icon sections: Vertical icon sections:

Chart UI sections: can be used to display your chart previews on your applet launcher. In Orlando—chart previews support single line score cards, time series reports, and latest score PA widgets. These different charts previews are pre-configured mobile dashboard view for your reports and analytical data.

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8 Destination screen (sys_sg_screen)

Inside of a UI section contains a screen. Screens provide your users with a way to visualizes your data from your instance. Screens can display information as lists, maps, forms, grouped list, and more (i.e. ‘My Task’ destination screen takes you to a list screen).

*An applet is a collection of screens (i.e. List applet = List screen + form screen)

9 Item Stream Segments (sys_sg_item_stream_segment)

Inside of a list screen contains item stream segments. If desired, you can create multiple segments on your list screen. The segments on your list screen can contain another list, map, or calendar screen.

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On a list screen, you can display records from multiple tables on different segments. Or on the same list screen, you can display records from the same table with different conditions on different segments.

The example below shows how you can create two item streams segments (open, closed) to display both open incidents and closed incidents on a single list screen.

10 Item Streams (sys_sg_item_stream)

Inside of an item stream segment contains an item stream. Each item stream contains a data item which acts as the source of data for your item stream segment.

You can associate more than one item stream to an item stream segment to display records from multiple tables. For example, you could create two item streams to display records from both the incident and work order task table in a single list.

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The example below shows how you can create multiple item streams to display both requested items and cases on a single list screen.

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12 Master items (sys_sg_master_item)

Inside of an item stream contains a master item. Each master item contains an item view JSON which controls the pattern of data in your item stream segment (i.e. list screen), as well as the tables and conditions to control how your data appears within the item stream segment.

If desired, you can have multiple master items to have different patterns for records from different tables and control different conditions all within the same list.

The item view JSON is where you control the pattern and fields displayed on your list applet and the header of your form screen. Although Mobile Studio provides you pre- built patterns to use, you can customize your own.

Embedded screen (sys_sg_screen)

Inside of a master item contains an embedded screen. If an embedded screen is created, it must be a form screen (i.e. list screen with form screen embedded). Form screens are automatically embedded when you create a calendar or map applet inside of Mobile Studio, they will appear on your embedded screen field on Now Platform UI.

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14 Form Screen (sys_sg_form_screen)

Inside of a form screen can contain form segments. The form applet allows users to see the details of a record. Each segment can contain a screen such as the activity stream or related list. Segments for activity stream, related list, or another embedded list segment can be easily enabled in Mobile Studio. However, you can create your own custom form segments using Now Platform UI.

Although admins can create as many form segments as they desire on a form screen, it is recommended to configure a maximum of 3 segments per form screen to prevent overcrowding the screen for users.

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15 Form segments / Embedded Screen (sys_sg_screen)

Inside of a form segment contains individual screens that are embedded. This is where you can enable your activity and related list screens. This is also where you can control the fields that show up in the body of your details form screen segment.

When adding fields to the body of your form screen, you can also control different screen type fields such changing the field from text to a HTML, attachment list, video, or even checklist.

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Associating functions on Platform UI

16 Action functions

Configure functions to determine what action users can perform in the app. There are three different function types: write-back actions, navigations, and smart buttons. For each function you create for an app, you need to associate it to a specific location.

Function location (sys_sg_button_instance) We recommend that you associate most functions with likes top menu, swipe, field, or footer in Mobile Studio. But for mobile workflow functions that don’t show up on Mobile Studio you can associate outside of Mobile Studio using Now Platform UI.

Top menu function

- Top menu functions can be associated to the list screen, map screen, or calendar screen of your applet or the form screen - sys_sg_list_screen, sys_sg_map_screen, or sys_sg_calendar_screen or sys_sg form_screen - Common use case is to create a new record on a list or update the fields of a record in the details

Swipe function

- Swipe functions can only be associated to the master item of your list or calendar screen

- sys_sg_master_item

- Common use case is to update the fields of a record

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Field function

- Field functions can only be associated to the body of your details screen

- sys_sg_details_screen

- Common use case is to navigate from a field on a form to another form screen

Footer function

- Footer functions can only be associated to the body of your details screen

- sys_sg_details_screen

- Common use case is to update the fields of record

Quick action

- Quick actions can only be associated to your applet launchers

- sys_sg_applet_launcher

- Common use case is to create new record or launch Virtual Agent

List item

- List item functions can be associated to your list screen or calendar screen

- sys_sg_list_screen or sys_sg_calendar_screen

- List item location is for placing a navigation functionon a master item, most common use case is to navigate from a list to another list

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Header function

- Header functions can only be associated to your applet launcher header

- sys_sg_applet_launcher

- Common use case is to navigate to another screen

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Additional tips for optimizing mobileRemember that the goal of enabling your mobile footprint is so that your employees can be more productive at work and get work done faster.

With this rule of thumb, consider the following questions when optimizing for mobile:

• What are the most important problems you want to solve for users when using mobile?

• What are the most important micro-moments for those users?

• What fields, actions, or workflows can you automate so you can eliminate any manual work?

Additional tips:

• Design your mobile flows so that information can be immediately retrieved at a glance

• Minimize the number of fields and actions to only what your users need

• Organize fields, reports, and actions by order of importance so they are readily available up front

• Apply smart buttons to native fields (phone, email, address, URL) so users can quickly tap to make fields actionable instead of copy and pasting

• Use autofill and default-value on user-input fields when you can to reduce manual entry

• Avoid overcrowding screens with unnecessary information

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Additional resources• Check out product documentation for all mobile features in Orlando.

• Check out the implementation playbook

• Learn how to roll out your apps with the deployment playbook

• Get your hands dirty learning basic developer training for mobile

• Get your mobile certification training

• Learn how to configure advanced mobile components from New York

• Learn how to configure new mobile components from Orlando