‘Quickly build and deploy native, mobile first experiences on the Now Platform'

This statement from ServiceNow succinctly defines the possibilities of the new Mobile Studio, available in the latest Madrid release of ServiceNow.

Native Mobile Applications for ServiceNow; has been a developing story since October 2017, when ServiceNow confirmed the acquisition of SkyGiraffe; a mobile platform company. At the time, ServiceNow made it clear what their intentions were –

The acquisition will let ServiceNow customers easily deliver consumer‑like mobile experiences for any application built on the Now Platform, unleashing greater productivity and convenience for employees who want to work mobile‑first, anytime, anywhere.

Throughout 2018, ServiceNow worked to re-build and embed the SkyGiraffe technology into the Now Platform.

The Need for a Mobile Solution

In our personal lives, the majority of us are accustomed to the effortless experiences offered with the applications we consume and interact with. Whether we are ordering a pizza, booking a lift, checking into a hotel, accessing our boarding card… you get the point – we can use a handy mobile application to complete the process.

This requirement goes hand in hand with the fast-paced lives most modern professionals choose. We want to access information, trigger an action on the move and with only a few clicks.

ServiceNow is aware of this and has adapted accordingly. The introduction of the Mobile Studio takes it one step further. It allows companies to easily create and release mobile applications for ServiceNow in days, not months.

Mobile Applications For ServiceNow


Who Benefits?

In the Madrid release, the applications which can be created will benefit the ‘fulfillers’, the system’s main users. In the next release ‘New York’ we can expect to see the benefits extended to cover the end users and consumers of services.

Currently, you can create applications that offer micro-moments different for each role. For Example – A Service Desk Manager, an Asset Manager or Business Change Manager. The micro-moments are ideal for completing specific tasks while on the move. Examples would be –

  1. Viewing new Incidents assigned to a group
  2. Visualising the geography of all P1 incidents
  3. Scanning product barcodes and updating the asset register

Who can build Apps?

Functional Applications can be built from scratch, without any need for coding. It’s simply a case of using natural language to configure the application. This means that app development can be delegated to the team requiring the app; freeing up technical resources for the more complicated tasks. Thus reducing the resource bottleneck many businesses face.

What are the Possibilities?

Currently, the first edition of Mobile Studio allows you to build applications that utilise really powerful functions such as –

  • Swipe Actions
  • Calls & Texts from the app
  • GPS & Map views
  • Attachments
  • Images & Bar Code Scanning

The current applications are linked to the ITSM and Field Service Management processes, but of course, this will be extended in the next release.

ServiceNow Map Screen in Mobile Application

Creating Applications

The process for creating the application is very intuitive. We will share an example on the blog in the coming week.

When you create an application, you have the choice of a number of templates –

ServiceNow Mobile Applet Template

Depending on the choice you make, you have different options for screens you need as part of your application:

Applet Screen Preview in ServiceNow's Mobile Studio

Flexibility & Simplicity

All these options give you the ability to produce a functional, easy to use application that will provide users with a great experience, especially while on the move.

It’s certain that mobile first is going to help many users, particularly those with a need to work while on the move. The fact that applications can even be accessed and updated offline, is incredibly powerful for those working in the field – perfect example being Field Service Engineers.

This new introduction to the Now Platform has lots of potential; that’s for certain!