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 major incidents in the major incidents tab you can skip to any of these topics from the YouTube description for this video in our example were logged in as Sravani a major incident manager who reviews and manages active major incidents major incident candidates and conference calls she also reviews resolved major incidents and performance metrics the agent app opens on the my work tab we can access all major incidents in the major incidents tab here we can swipe left or right to scroll through all active major incidents and tap see all to display the entire list we can filter the list here if needed by swiping left on an incident we can add comments or resolve it when we open any major incident we can review the details see any activity on the incident review tasks including planned and completed conference calls as well as related lists 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 assign it to someone resolve it or add comments now let's see how we can manage major incident candidates to promote a candidate to a major incident we open the record tap promote and enter a work note to reject the candidate for a major incident we tap reject and enter a work note now let's see how to manage conference calls within a major incident record conference call a tasks appear here in the tasks tab to view an active call we tap view call and we can see the details as well as the active and inactive participants we can add participants or join the call here on the details tab let's add a participant the user is sent an invite to join the call to join the call we tap join call and the zoom meeting opens we can also review active conference calls here on the major incident tab we can access resolved major incident records here as well with the options to add comments or reopen them now let's look at performance metrics on the major incident dashboard here's the number of incidents opened over time we can tap points on any of the charts to see the exact values and double tap to zoom in tapping this icon zooms back out we can also review the average promotion time of major incidents as well as the average resolution time and finally we can see major incidents opened so with just a few taps the agent mobile app allows us to manage our major incidents when we're on the go for more information see our product documentation knowledgebase or podcast or ask a question in the ServiceNow community you