IndianTechnoEra: Module 1 - Mobile: Introduction

ServiceNow offers mobile applications that are designed to enhance efficiency and productivity. These mobile applications include Mobile Agent (also known as ServiceNow Agent) and Now Mobile.

1. Objectives

Mobile Development for ServiceNow's mobile applications, such as Mobile Agent and Now Mobile, is carried out through Mobile App Builder and the Now Platform. These mobile apps are tailored to provide persona-focused, mobile-first experiences for agents, requestors, and new hires. 

They come equipped with a range of features, including offline read/write capabilities (exclusive to Mobile Agent), actionable push notifications, UI policy configuration, AI search, Virtual Agent, native web bridges, and more. 

These applications are highly customizable and can be configured to suit specific business needs, including the creation of new screens. Additionally, there are base system applications available to help businesses get started with these mobile applications.

In this course, you will gain an overview of these mobile apps and their development. Throughout the course, you will learn about:

• Configuring a ServiceNow instance for mobile app development.
• Mobile terminology and hierarchy.
• Mobile features.
• A high-level overview of the tools used for development.

2. Helpful Information and Tips

Before delving into the intricacies of mobile hierarchy and important features of mobile development and mobile apps, it's beneficial to familiarize yourself with some high-level information and tips that will streamline the mobile development process. 

Review the checklist below before embarking on your development journey. 

ServiceNow Version

The introduction of the Mobile Agent app and mobile development coincided with the Madrid release. Subsequently, in the New York release, two additional offerings, Now Mobile and Mobile Onboarding, were incorporated into the ServiceNow ecosystem.

Furthermore, with the advent of the New York release, the foundational structure of mobile development was solidified. This structural framework includes key elements like applets and applet launchers, which will be elaborated upon in later discussions.

For optimal mobile development results, it is strongly recommended that any mobile app creation takes place on the most recent version of ServiceNow. This is because each new release introduces valuable enhancements and features. To unlock the full potential and value of mobile capabilities, it's imperative to operate on the latest ServiceNow version.

The process elucidated in the Mobile Development on-demand series, covering development in Studio and the Now Platform, necessitates that the ServiceNow instance is running the most current version available.

Mobile Operating Systems

It's important to acknowledge that there can be slight disparities in the behavior of mobile apps across different devices. These discrepancies can be attributed to the inherent features and standards of the respective mobile operating systems. 

For example, a notable distinction can be observed in the placement of Quick Actions: they appear as a floating icon on the bottom-right for Android, whereas on iOS, they are situated on the upper-right side. 

These variations are essential to ensure that mobile apps seamlessly integrate with the specific conventions of each operating system, thereby providing a consistent and user-friendly experience for all users.

Understanding Plugins

To fully harness the capabilities of mobile development and access the features of base system applications, it may be necessary to install additional plugins or Store apps.

The specific plugins or apps required are contingent on the desired features and base system applications. It's important to note that when activating certain plugins or apps, additional dependent plugins might be automatically installed.

For a comprehensive understanding of these plugins and to identify the plugins or apps needed for specific base system applications, you can refer to the ServiceNow documentation site. This resource offers in-depth information about plugin functionality and dependencies, ensuring a well-informed approach to mobile development.

List of Minimum Required Plugins

To ensure the full functionality of mobile capabilities, the following minimum plugins should be installed. Please note that some of these may require the assistance of a ServiceNow technical support team member for activation, especially on an instance other than a ServiceNow developer instance requested from https://developer.servicenow.com.

For Mobile Agent:

Mobile Studio (com.glide.sg.studio)

Geolocation (com.snc.geolocation)

Service Management Geolocation (com.snc.service_management.geolocation)

Service Management Geolocation Mobile (com.snc.service_management_m)

SG Offline support (com.glide.sg.offline)

For Now Mobile and Mobile Onboarding:

ServiceNow NowMobile App Screens and Apple Launcher (com.glide.mobile-employee)

Human Resources Scoped App: Lifecycle Events (com.sn_hr_lifecycle_events) - Required for Mobile Onboarding only

By installing these plugins, you can ensure that your mobile development environment is equipped with the essential components needed for a seamless and robust mobile app experience.

Base System Applications

Base system applications can be installed for specific lines of business within your organization. These applications come in configuration packages that are tailored to common use cases for each line of business. 

The flexibility of these applications allows for potential customization using Studio, depending on their availability for editing via this platform. If they can be edited in Studio, they will be listed in the applications menu after installation. Otherwise, they will need to be modified directly within the Now Platform.

When making modifications to any base system applications, it is considered a good practice to create an update set to track and manage changes effectively.

The available base system applications for each mobile app, categorized by individual lines of business, are as follows:

For Mobile Agent:

IT Service Management (ITSM)

IT Operations Management (ITOM)

IT Business Management (ITBM)

IT Asset Management (ITAM)

Field Service Management (FSM)

Customer Service Management (CSM)

Security Operations (SecOps)

Governance, Risk, and Compliance (GRC)

For Now Mobile:

IT Service Management (ITSM)

IT Asset Management (ITAM)

Customer Service Management (CSM)

Human Resources (HR)

For Mobile Onboarding:

Human Resources (HR)

These base system applications serve as a foundation for mobile app development, catering to specific business needs and making it easier to create customized experiences for different lines of business.

Mobile Access

The content accessible to a user within the applet launcher pages, applets, and tasks is contingent upon the user's permissions. Users will inherit the same permissions and assignments in the mobile apps as they have within the Now Platform. However, due to the naming conventions that align with their mobile configuration, what a user sees in the mobile apps may not be an exact replica of the Now Platform interface.

Furthermore, it is entirely feasible to impose restrictions on an applet launcher or applet, limiting access to specific user roles. This way, only users possessing the designated role will be able to access these elements, making them inaccessible to users without that particular role. This role-based access control ensures that the right individuals have access to the right resources, maintaining data security and usability.

Accessing Custom Tables

In certain instances, custom tables may not be readily accessible for use in data items due to specific customer entitlements or configurations. If you find that the custom tables you expect to use are not displayed, a system property adjustment is required.

To address this, you need to modify the system property named subscription.custom_table.enforce_entitlement. Set the Value field of this property to False. By making this change, you'll ensure that custom tables are no longer restricted by entitlements, granting you the access you need to incorporate them into your data items.

Mobile Classic App

The Mobile Classic app, initially introduced in 2015, is now in a state of maintenance-only mode. As part of this transition, the app will be automatically disabled for new instances using the Paris release or later. The same applies to instances upgraded to Paris that do not have any existing Mobile Classic users.

For instances that have been upgraded to Paris and still have active Mobile Classic users, the app will not be automatically disabled. However, administrators have the flexibility to toggle this setting to restrict access moving forward.

It's important to note that the Mobile Classic app is scheduled to no longer be available in the app stores, marking the end of its availability for download. This shift reflects the evolving landscape of mobile app development within the ServiceNow ecosystem.

3. Terminology

Mobile Development comes with its specific terminology, some of which may be new or have dual meanings. Expand each section below to get acquainted with the terms you'll encounter throughout this course.

Apps

In this context, "apps" is short for applications, referring to the physical applications downloaded from the app store for the device used for testing. The primary apps discussed in this series are Mobile Agent (ServiceNow Agent in the app store) and Now Mobile.

Applications

"Applications" are the programs created and used within the ServiceNow instance. These include newly created scoped mobile applications, existing scoped mobile applications, including base system applications like ITSM Mobile Agent, and existing Now Platform applications, such as System Mobile.

Within the System Mobile application, you'll find various modules for configuring mobile items. Scoped applications are delivered as a package and can be edited within Mobile App Builder. It's recommended to create new applications using App Engine Studio, but if it's unavailable, Guided App Creator can be used.

Mobile App Builder offers access to all components within one interface, pre-filtered for the scoped application being edited. In contrast, within the Now Platform, each component resides in its own module within the System Mobile application, grouped by type rather than scoped application.

Launcher Screen

A "Launcher screen" serves as the homepage or landing page within the mobile application. It is role-based and includes a customizable header, which may display a global search, UI sections containing screens, and quick actions if configured.

UI Sections

A "UI section" is the primary area of the Launcher screen and displays a screen or a collection of screens. It can be configured as an icon section (which may include multiple applets), a record section (for a single screen), an analytics section, a campaign section, a media section, or a navigation section.

Icon, record, and analytics sections can display data vertically or horizontally. For record sections, the screen's content is displayed as a list of cards on the Launcher screen. Icon, record, and analytics sections are configurable within Mobile App Builder or the Now Platform. Campaign, media, and navigation sections are configurable within the Now Platform only.

The UI sections should be configured to prioritize the most important and valuable information at the top, with navigation and icon sections placed lower on the screen to provide users with essential information upfront and links to additional information.

Navigation Bar

The "navigation bar" is a configurable and customizable menu bar that displays Launcher screens, screens, settings, and notifications. If there are more items on the navigation bar than can be displayed, a "More" icon will be shown, and additional items will be found in a list. It's advisable to prioritize the most important three to five items to ensure they appear on the navigation bar rather than under the "More" option.

Screens

"Screens" are how data is configured and displayed within mobile apps. They act as reports, allowing users to visualize data using various screen templates. Screens provide a way to view and modify data on a ServiceNow instance, and they contain specific information, such as request details, task assignments, employee directory information. Screens can be displayed as lists, records, maps, calendars, charts, employee directories, mobile web views, or group lists. The format and information available within a screen depend on the selected screen template during development and data configuration.

Screen Template

The "screen template" determines the features of the screen, what can be configured, and how users interact with it. Available screen templates include List, Record, Employee Directory, Map, Group List, Calendar, Mobile Web, Input Form, and Chart. However, within Mobile App Builder, only List, Record, Input Form, and Mobile Web templates are available. Additional screens include Details, Activity Stream, Related List(s), and Embedded List(s), generally associated with the Record screen template but configurable on a per-screen basis.

Segment

"Screens" can contain multiple "segments" that display different information related to the screen's content. Segments are shown as tabs within the screen and can include details screens, activity streams, related lists, and embedded lists. Segments can also be displayed on List screens to show related content, such as lists of open incidents and resolved incidents. Configuration of segments beyond those associated with the Record screen by default is done within the Now Platform and cannot be configured within Mobile App Builder.

Item Stream

An "item stream" identifies the data stream used for the screen, along with its configuration. An item stream contains both a data item and a master item, determining what is displayed and how it is presented. Multiple item streams can be associated with one screen, allowing a single screen to display items from multiple tables using different configuration options.

For example, a "My Requests" screen may display requests for items and incidents in a single list, each with different data configuration and master item views.

Data Item

"Data items" are sets of data that represent a table or subset of information from a table in the Now Platform. They define the information that appears on a screen within a screen and are associated with specific screens to determine the screen's purpose and available information.

Cards

"Cards" define the layout for displaying data and specify how information is presented. Cards encompass the item view, pattern, conditions, table, UI styles, and policies, which collectively define how information is displayed.

Functions

"Functions" are activities used throughout mobile apps, including actions such as jumping to another screen, reassigning tasks, and launching virtual chat. Functions can be assigned as swipe actions, top menu functions, footer actions, field functions, and quick actions. Headers can also be assigned an applet and icon for navigation purposes, representing a type of navigation function. Grouped lists may have list item functions.

4. Getting to Know the Mobile Apps

ServiceNow's mobile suite comprises two (2) apps that can be configured within the Now Platform and downloaded from app stores. These apps are designed with specific personas in mind, aimed at enhancing the efficiency and productivity of both agents and employees.

These apps are highly customizable by application developers, allowing them to be tailored with the features, functions, and details required to meet specific business needs. To learn more about each app, click on the tabs below.

MOBILE AGENT

Mobile Agent is primarily focused on process users or agents. This app offers quick access to work tasks and the ability to work offline when there is no WiFi or Internet access available. Agents can use this app to update records, complete work tasks and incidents, manage approvals, coordinate with colleagues, and receive notifications.

You can find Mobile Agent in both the Apple App Store and Google Play Store under the name ServiceNow Agent. In these app stores, you'll find three versions of ServiceNow Agent:

• ServiceNow Agent
• ServiceNow Agent - Blackberry
• ServiceNow Agent - Intune

If you are using mobile application management (MAM), it's important to download the appropriate version, which may be either the Blackberry or Intune version.

NOW MOBILE

Now Mobile is designed with employees or requestors in mind. This app enables employees to submit and manage incidents and requests, handle tasks, search for information or people, utilize the Virtual Agent, and access company resources.

In the Apple App Store and Google Play Store, you can find three versions of Now Mobile:

• Now Mobile
• Now Mobile - Blackberry
• Now Mobile - Intune

5. Hierarchy in Mobile Development

Understanding the mobile hierarchy is crucial for effectively configuring the mobile apps. Much of the terminology and components of the hierarchy can be observed directly within the Now Platform. However, grasping the structure will prove valuable when working with both Mobile App Builder and the Now Platform for creating and modifying mobile apps.

Unlock the full potential of ServiceNow's mobile capabilities and learn how the various components of the ServiceNow mobile framework work together to empower you in configuring, modifying, and creating applications.

5.1 ServiceNow Mobile Framework Components

Explore the structure of the ServiceNow mobile framework through this comprehensive overview. Dive into specific areas within the hierarchy and gain insights into individual components.

Please Note: The Mobile Onboarding App is Being Deprecated

With the introduction of the Now Platform Rome release, support for the Mobile Onboarding app is being phased out. You can no longer activate it, and enhancements and non-critical bug fixes are no longer in development. The features of mobile onboarding are now available within the Now Mobile app for HR Service Delivery.

5.2 Foundational Elements of Mobile Apps

Mobile App Configuration: Delve into the core components of the Native Client.

5.3 Mobile Apps

In the realm of the ServiceNow® Mobile Platform, two key mobile apps take center stage: the Now Mobile app and the Mobile Agent app. Each app is dedicated to specific personas, ensuring that the mobile experiences are finely tuned to support the tasks of distinct roles within your organization. Moreover, each mobile app can be configured in various ways, offering flexibility to meet your unique requirements. For detailed information, refer to the "Mobile app config" section below.

5.4 Mobile App Configurations

As users download a ServiceNow Mobile Platform application, they are prompted to log in with their credentials. The user experience they encounter is defined by a single mobile app configuration. The specifics of this configuration are determined by the conditions set within it.

5.5 Navigation Bars and Tabs

Each mobile app configuration boasts a navigation bar located at the bottom of the screen. This navigation bar can accommodate up to five icons, which are referred to as navigation bar tabs. By default, navigation bars include tabs for notifications and settings. For guidance on configuring the navigation bar, please refer to the "Configure the navigation bar" section.

5.6 Launcher Screens

Launcher screens serve as landing pages or home pages for your users. These screens come with a customizable header and sections that provide access to different screens in various formats. You can also equip launcher screens with a search bar and quick actions, granting users access to commonly used functions.

5.7 Screens

List of all available mobile screens

Screens are the foundation of user interaction in the mobile app. They enable users to view and modify data on your instance. Screens come in various formats, including lists, maps, records, and more. Detailed information on screen components is available in the next section.

5.8 Diving into Screen Components

Screens encompass one or more screen segments, which display information from your instance to your users. These segments represent the lists, calendars, maps, and records your users interact with within the app. When a screen has multiple segments, users can switch between them through a tabbed interface.

5.9Icons and Their Significance

Each screen is associated with an icon, which represents the screen when displayed in a launcher screen or on the navigation bar.

5.10 Item Streams and Data Presentation

Item streams act as the source of data displayed in your screen. They acquire data from a data item and can be associated with multiple tables, offering diverse information to users. Data items, located in the data items table, provide the dataset correlated with a table in your instance. Filters can be applied to data items to restrict the data they return.

5.11 Item Configurations

Item configurations establish a pattern for data within your screen and govern how data appears in a screen segment.

 5.12 Screen Segments 

Screen types dictate the appearance and interaction options of a screen. These include calendar, chart, form, grouped list, list, map, and URL screens. 

Additionally, you can incorporate additional screens, such as details screens, activity stream screens, related list screens, and embedded list screens within your record screens.

5.13 Functions

Users can employ functions to perform tasks within the mobile app, including task assignment and navigation between records. Actions can also interact with mobile devices, enabling functionalities like sending emails, using map software, or making phone calls.

6. Key Mobile Features

Value of Mobile

Understanding the terminology and hierarchy is essential for appreciating the value of the mobile apps and the features they offer.

Both mobile apps are designed with a mobile-first approach and are fully native. They are tailored to help employees work more efficiently and productively.

These apps are purpose-built for specific personas, ensuring that work remains focused on what is most relevant to the logged-in user based on their role.

The mobile-first experience emphasizes mobile micro-moments and utilizes native mobile actions like swiping. This results in a fully native iOS or Android experience, enabling the apps to leverage the built-in capabilities of the device, such as the camera, maps, and GPS. This capability allows actions like making a call or navigating to a GPS location to be configured and executed directly from the screen where the relevant data is found.

The mobile apps can be developed within Mobile App Builder or the Now Platform. Mobile App Builder offers codeless and rapid application development, allowing the quick configuration of new applets using codeless tools and design templates to meet business demands. These applets can be further customized using the Now Platform mobile applications.

Notably, the Mobile Agent app offers offline access, enabling users in areas with limited or no mobile data or Wi-Fi access to interact with table data, access customer information, document actions taken, and add notes. These actions are synchronized with records once a data connection is reestablished.

These mobile apps also feature a global search function that enables users to search for people, services, items, and articles. Additional features include push notifications for quick issue alerts and UI customization options to highlight important incidents and create a customized user experience.

Key Features

In addition to the core value provided by the mobile apps, they offer several key features that enhance their capabilities. To learn more about these key features, click through the terms.

• Activity Stream: Activity Stream refers to a feature that displays a chronological list of important events or activities in a mobile app, allowing users to track and respond to updates and changes.

• Checklist: A checklist is a tool used within mobile apps to create a list of items that need to be completed or verified, often used for tasks or processes that involve multiple steps.

• Dashboards: Dashboards in mobile development are customizable visual displays that provide a summarized view of important data and key performance indicators, helping users quickly assess the app's status.

• Domain Separation: Domain Separation is a feature that allows organizations to separate and secure their data and processes for different business units or domains within a single ServiceNow instance.

• Edge Encryption: Edge Encryption refers to the security feature that encrypts data on the client-side, helping to protect sensitive information in transit.

• Embedded Items: Embedded Items are elements or components, such as images or documents, that are included within mobile app interfaces or screens.

• Functions: Functions in mobile development are actions or operations that can be performed within an app, such as navigating to a different screen, sending notifications, or completing specific tasks.

• Inline Text: Inline Text refers to the text displayed within the mobile app interface that provides information or context related to various app features.

• MAM and MDM: MAM (Mobile Application Management) and MDM (Mobile Device Management) are strategies for managing mobile apps and devices within an organization, ensuring security, compliance, and functionality.

• Mobile Publishing: Mobile Publishing involves the process of making mobile apps available to users by publishing them on app stores like the Apple App Store or Google Play Store.

• Multi-Scan / Group Scan: Multi-Scan or Group Scan is a mobile feature that allows users to scan multiple items or objects simultaneously, often used in inventory management or data collection.

• Native Web Bridge: Native Web Bridge is a component that facilitates communication between native mobile app features and web-based content, enhancing user experiences.

• Photo Search: Photo Search enables users to search for information by capturing or uploading images, with the app providing relevant results based on visual data.

• Stages: Stages in mobile development refer to the different phases or steps within a mobile app process, such as a workflow or task.

• Virtual Agent and Chat: Virtual Agent and Chat are features that enable users to interact with AI-driven virtual agents or engage in real-time chat conversations within the mobile app to obtain information or assistance.

Authentication and Compliance

The mobile apps support single sign-on (SSO) and can be configured to require a local login. Local login is particularly useful when users who have not yet been added to the single sign-on service need to access the mobile app, such as new hires using the Mobile Onboarding app before their start date.

These mobile apps are also GovCommunityCloud (GCC) compliant, making them suitable for use in the United States federal, state, and local governments. The environment is FedRAMP High and DoD Impact Level 4 authorized and compliant. Each mobile app utilizes FIPS 140-2 certified encryption modules. For more information, refer to the Mobile GovCommunityCloud (GCC) Compliance in the ServiceNow Docs.

 

7. Getting Started

With a solid understanding of the terminology, hierarchy, and features of mobile development, it's time to embark on the development journey. The development process takes place within both Mobile App Builder and the Now Platform.

David Loo says, "I've learned so much, but the real test will come when I apply all of this through building. I am excited to get into development and create customized experiences for my customers."

The easiest starting point for development is within Mobile App Builder. This tool offers access to basic development features, and most of the configuration is performed in a visually dynamic environment. Developers can see a visual representation of their configurations.

More advanced configurations can be completed in the Now Platform using the System Mobile application. This includes implementing advanced features such as checklists or adding multiple item streams to a segment.

The most efficient development process typically begins with Mobile App Builder and then customizes screens and mobile app configurations in the Now Platform for more extensive customizations.

Now Mobile comes with pre-configured Launcher screens and data screens. Mobile Agent, on the other hand, requires additional plugins, Store apps, or administrative configuration for applets or applet launchers to appear.

The plugins and Store apps installed can be edited within Studio.

First Task

To kickstart your development, complete the following steps:

• Upgrade the instance to the most current version to leverage all mobile features.
• Install the required plugins.
• Install the plugins or Store apps for any base system applications you desire.
• Define the needs of the mobile apps, including the applet configurations.

Scoping the Project

As with any project and application development, it's essential to create a scoping document to provide guidance. Application developers should collaborate with project owners to determine the requirements and obtain approval for the configuration.

Depending on the business, there may be multiple project owners, screens, and Launcher screens needed. These can be developed within the same ServiceNow instance applications or different applications.

Once the project is scoped, the development process begins.

8. Developing in Mobile App Builder

Application Creation

Before diving into development, you need to create an application. To create a new application, you can use either App Engine Studio or Guided App Creator.

App Engine Studio is a for-fee Store app that offers a more robust and detailed development experience.

If your organization doesn't have App Engine Studio, you can use Guided App Creator as an alternative.

Using either method, you'll generate an initial set of configuration files, including:

• Launcher screen
• List screen with an associated Record screen 
• Functions: New, Edit, Delete

To learn the specifics of developing in each environment, you can complete the course on Creating an Application.

Mobile App Builder

Mobile App Builder is a Store app designed exclusively for mobile development. Its structure aligns with the mobile hierarchy to provide a graphical representation of a mobile application and its components.

In addition to creating new mobile components graphically, you can also edit existing configurations, including those for Now Mobile, using Mobile App Builder.

You can watch an introduction to Mobile App Builder for more insights.

Mobile Card Builder

In addition to Mobile App Builder, Mobile Card Builder is another graphical interface available through the ServiceNow Store. Mobile Card Builder is essential for multiple screen types, including commonly used List and Record screens.

It comes with a set of default and commonly used cards, but you can configure additional cards for more customized experiences.

You can watch an introduction to Mobile Card Builder to get a better understanding.

Screen Development

After creating the new application, you can start developing the screens. Most screens require a data item, with exceptions like Mobile web screens, which point to a URL instead of a data item, and Chart screens, which point to a report.

The data item can be created before developing the screen or after selecting the template but before configuring the screen layout.

The final configuration steps depend on the screen template selected, but a common order is as follows:

• Configure the data item.
• Select and configure List screen properties.
• Create a screen segment.
• Define a list stream.
• Configure a list item with its card.
• Configure a Record screen.
• Associate functions as needed (these should be created before association).

Once the screen is created, it needs to be applied to the appropriate mobile app or, more commonly, a Launcher screen, which is then associated with a mobile app. After this, the screen is ready for testing within the mobile app.

9. Using the Now Platform

While the initial creation is advisable to be completed within Mobile App Builder, additional customization is available within the Now Platform. This includes configuring more detailed features, such as adding a checklist to a details page, accessing features not yet included in Mobile App Builder, and adding campaign, media, or navigation UI sections to an applet launcher.

These modifications are done within the traditional Now Platform UI using the System Mobile application.

Additional configurations may exist outside of the System Mobile applications, including Push Notifications. However, the Mobile Development training series components within the Now Platform will focus on that application.

For details on additional specific configurations, you can refer to the ServiceNow documentation

For a more detailed implementation guide, you can visit the ServiceNow Community and look for the Mobile Migration and Getting Started with Mobile FAQ guides. Direct links to these documents are available in the Mobile: Additional Resources course in Now Learning.

10. Finish!

Congratulations! You've completed the training, armed with an overview of mobile apps and mobile development in ServiceNow. The next steps involve scoping out your project and getting into the development process.

You can continue to learn more about mobile development by:

• Exploring the other trainings in the Mobile Development Fundamentals (MDF) on-demand series.
• Reviewing the ServiceNow Product Documentation site for more in-depth information.
• With the knowledge you've gained, you're now well-prepared to make a significant impact in the world of mobile app development in ServiceNow. You may now exit the course lesson.

Key:  Course Title: Mobile Development Essentials, Unit 1: Introduction, Mobile development in ServiceNow, ServiceNow Mobile Apps, Mobile App Builder, Now Platform, App Configuration, Agent, Now Mobile Features, Development Tools, Hierarchy, Customization, User Experience, App Store, Best Practices, Training, Workflow, Deployment, Integration, Security