watch this video for an overview of the ITSM mobile experience and instructions for installing and accessing the app this video demonstrates using the ServiceNow agent mobile app for managing ITSM tasks in the my work tab you can skip to any of these topics from the YouTube description for this video in our example we're logged in as Beth an agent who handles incidents change in catalog tasks and approvals the agent app opens on the my work tab where we can manage our workload as an agent Beth just received a call from a user who said his email isn't working she needs to create an incident for the call by tapping this icon we open the incident forum to create an incident now we can turn our attention to managing our assigned incidents we can scroll through them here or see them all in a list we can filter the list here if needed by swiping left on an incident we can add comments or reassign or resolve it we can also see at a glance if we have any incidents that are at risk or have breached one or more SLA s when we open any incident we can review the details see any activity on the incident as well as related lists and any calls associated with the incident tapping the icon here on the activity tab allows us to add media and files to the record such as videos photos and documents we can also add comments or work notes tapping the menu at the top of the record allows us to start a call edit the record or reassign the incident for our example we reassign the incident to an agent with more experience in this area [Music] now let's see how to start a conference call with in an incident record we can start a call from the menu here and select one of the conference bridge options now let's look at managing change and catalog tasks we can swipe left on any change or catalog tasks and type to add comments or close it when we open the record we can also review the details of the change task in the related tab we can view each CI affected by this change task the group that supports it and the owner in the activity tab we can also add an activity to a task record just like in an incident record for our example we add work notes to verify the procedure we use to perform the task we completed the task so we closed it and it disappears from our task list as an approver you can access and manage all of your approval requests in the app as well right from the pending approvals list we can reject or approve a request by swiping left we can also open the request to review the details review and add activity and view related lists here's the list of requested items after we approve or reject the request it disappears from the pending list but we can review our completed requests here now we want to review our upcoming shifts time off requests and who's on call in upcoming shifts clicking on a date displays the shifts were signed up for now let's request some time off we select the group we're requesting time off for our start and end dates and the person who could cover for us after we submit the request it displays in the pending list finally let's look at who's on call for the current shift we select the group and we can see who's on call so with just a few taps the agent mobile app allows us to manage our workload schedule and time off requests from any mobile device for more information see our product documentation knowledgebase or podcast or ask a question in the ServiceNow community [Music]