good morning everyone and welcome to the what's new for mobile in san diego webinar my name is david haw and i'm an outbound product manager here at servicenow i also have ian mckinner here today from the mobile platform team uh from servicenow as well and we want to give a warm welcome to everyone joining us here live today and for today's webinar we're going to be covering a quick overview of our mobile platforms offering as of san diego and then we'll also do a deep dive on individual feature highlights and for the folks who stick around until the end we're also going to share some additional resources and wrap it up with some q a at the end okay so let's go and dive into this so here what you see is our mobile platform's release highlights in a nutshell you can see here that we've released some new features and updates for our clients our out of the out-of-the-box workflows and then our developer tools and platform capabilities and instead of just talking you through each one of these feature by feature i think it will make a lot more sense if i were to go through each one of these updates layer by layer and i think with this visual it gives you a bit more clarity on what's being released and how it relates to our overall mobile platform and just to set context in case you're unfamiliar what you're looking at is a diagram of our mobile platform this is an overview of all of the clients the workflows and the capabilities that it has to offer as of today and at the top layer you know we start with our end user workflows and these are what we call you know the out of the box apps that are servicenow business units what they build and deliver to our customers and customers will typically start here as well you know they'll check out what's available out of the box and then they'll tweak them to their liking using our mobile developer tools and these are the workflows that populate our two data clients on the second layer for servicenow agent as well as the now mobile app but it's important to understand that these two clients are just empty containers until you install an out of the box plug-in like itsm agent field service agent or the employee service delivery plug-in for now mobile and that's what populates the data and content inside of those client containers so when customers talk about servicenow agent they're likely talking about or sorry servicenow agent right they're likely talking about a workflow for itsm agent or maybe field service mobile or some other workflow and then when customers mention now mobile it's likely that they're using the employee experience or the employee service delivery workflow or the hr service delivery workflow or even safe workplace okay and you know now mobile is the container for the experiences um and of course any workflow that you'd want to get tweaked or have some sort of custom workflow that you want to add then you can use our mobile platform's developer tools as well as the platform components to customize those solutions to your needs and this is where the third layer comes in this is also where the majority of new features will live in as well it's the mobile capabilities and the platform components that we provide to our business unit teams so that they can create better out-of-the-box experiences for you guys um as well as the developer tools that we're investing in so that your admin and citizen developers can build better experiences and to be able to customize experiences easier okay so this is a great visual to help guide folks about what we're talking about when we mention new client updates new workflows new developer tools or new platform capabilities so definitely keep this in mind as we go through our overview okay and we're going to start with this first layer here um you have your end user workflows or what we commonly refer to as the business unit apps and so these are all the out of the bu apps that we have available today some apps are pre-existing you know some are updated through the servicenow store and some are completely new with the san diego release and depending on what you're looking for there is a corresponding page that you'll find on the product docs working line where you can find more information but i want to mention that the biggest highlight for san diego here is the new workplace service delivery now mobile app it's a native experience that you can install on your now mobile app so that users can manage review and check in to their workplace reservations so being able to do things like um you know reserve an office desk a conference room or maybe something else for all the other updates for san diego um they have been mostly minor enhancements or maybe even bug fixes uh but if you're looking for details on each of those corresponding apps definitely check out our product docs excuse me um and these next couple slides here are just to help you visualize what we mean by out of the box experiences for our apps using itsm agent for example you know when you install the i27 mobile plug-in it gives you this baseline functionality for you to manage your instance and be able to take action on them or if you install field service then you get access to manage your work order tasks your inventory and you know be able to see knowledge based articles but you always need at least one of these plugins installed for the asian app in order for it to work right otherwise you're just logging into an empty instance without any tabs and then for the now mobile side you know customers are typically starting with the base system functionality when they roll out their now mobile app and that is the employee experience plug-in that plug-in will give employees access to their task you know be able to manage your request see kb articles or maybe even um check out catalog items out of the box but you might find customers who deploy down mobile will also add the workplace plugin as organizations prepared to return to work and then check into their offices and so if you wanted to you know enhance your employee experience on the now mobile app you know you can install the safe workplace plugin and that will introduce a bunch of tabs that you can use to manage that flow okay and if you're ever looking for a demo we likely already have something available for you to check out if you actually install either one of these clients either mobile agent or now mobile you'll find at the login screen at the very bottom bottom you'll find a button that says try with a demo account and if you click on that it'll launch you into any one of these personas if you want to see a demo for employee for the cio maybe a new hire experience or maybe even field service all those demos are available for you which you can check out yourself so definitely take a look at that if you haven't already but that pretty much wraps up the first layer of our platform deep dive for end user workflows so not too many updates um on the end user workflow side okay uh but next let's uh start diving into our client updates for san diego um and you know when customers typically deploy our mobile apps they'll stick to using our public clients in the ios app store and the google play store and those two two clients that we have our servicenow agent for the fulfiller and then you have the now mobile client for the employee um and we also used to have this third client for onboarding and new hires but this is a workflow that is now being consolidated into the now mobile client the onboarding use case was really seen as part of the employee workflow and it just made a much more seamless experience if we were to consolidate this experience all into now mobile that way you don't have to have two clients that the user has to install because onboarding it's kind of you know the beginning part of the employee journey it wouldn't make sense for them to install that app and then delete it two three four weeks later um and to use a completely different client and so we've consolidated that into the now mobile client okay uh so this onboarding client is expected to be deprecated sometime in the future um and if you happen to be an existing onboarding customer or if it was part of your roadmap to you know deploy at some point there is a community post that our hr team is managing on community so if you have any questions or would like to learn more about how to migrate definitely check out that community article for more details they are currently working on uh the deprecation date but the timeline is still being determined okay um public mobile app management rap clients so there aren't any updates here for san diego but just to give a brief overview in case you aren't familiar we do also provide public mam-wrapped clients for microsoft intune and blackberry dynamics uh and this is typically important for customers to want that extra layer of security um anytime they you know to be able to apply a policies to the user's app instead of user's devices or in other words customers who want you know who have an environment where they have a bring your own device policy and they want to be able to manage their intune or blackberry uh control policies on our servicenow mobile apps they're you're able to use uh what we have here and that will give you that extra layer of security even if employees use their own devices okay uh but we also have custom branded clients uh through our mobile publishing service and uh if you aren't familiar this is our premium offering that allows customers to be able to build completely custom versions of our service download apps uh you know mobile publishing allows you to be able to build a completely custom branded mobile client with your own app name a company icon a splash screen and all this under your own app store but more importantly it also gives you control on how you want to distribute your service down mobile apps previously this offering was only available for private distribution right so if you were distributing to ios users then you would go down the apple business manager process and then you would have to you know privately distribute through mdm or use redemption codes and then for android users you know you could distribute however you want to whether you have your own private store or maybe you send them a private link for them to install or something else but as we move into the sandy guild release we've released a new enhancement for mobile publishing version 3.1 and this was updated through the servicenow store last november but it is part of the same good release but with this enhancement we're now enabling a new distribution option for customers that will allow you to publish your own custom service now mobile apps directly to the public app stores and with this option you know users are now able to discover and download your custom branded servers now mobile app through the ios app store or the android play store and you know rather than having to rely on an mdm to distribute it also reduces the pain of having to manage and you know privately distribute redemption codes to your end users and if you're looking to learn more about mobile publishing and if this is a route that does apply to you i highly recommend that you check out our mobile community site we did do a recent mobile app academy on this which we take you through the end-to-end workflow and we actually point out all the requirements that you must have if this is even an option that you want to consider right um and if it is then we take you through the implementation route how to pull up that um uh that form and how to complete it so definitely check out our mobile community site for more information on this the last thing that i want to mention around mobile client updates is our mobile classic deprecation um we are still moving forward with removing the classic app from our public app stores starting july 2022 and this happens to coincide with our tokyo early access release but hopefully this isn't news to anyone at this point but if it is you know the main takeaway here is your users will no longer be able to download the classic app from the public android store or the ios app stores but also our team we're no longer investing any resources into maintaining this classic app so let's say if apple or android were to release some sort of software update that happens pretty frequently every month um and that were to crash your classic app there won't be any more resources going into fixing it and so it's safe to assume that the july 2022 date is when he should stop using our class gap and he should migrate over to our new mobile apps as soon as possible for mobile agent and not mobile but if you are looking for resources on how to migrate you'll find everything that you need using our mobile community site we have this essential trainings article that's at the very top of our community page and it's going to give you you know overviews guidance we have even recently did this four part classic migration series that will take you you know through step by step how to get started and as you prepare for your classic migrations so check that out if you haven't already and then moving into the third and final layer of our mobile platform this contains all the individual capabilities mobile components and tooling that we build for our internal business units to be able to build their mobile workflows right so if it's some agent for fields or field service wanted to build a mobile app they take these components and build out their workflows but we're going to start with the mobile developer tools first these are all the developer tools that are available on the mobile platform today it's been a strategic initiative of ours to continue investing into the developer persona that way our customers are you know finding it more easy to build configure and manage their service to mobile apps you have the mobile app builder which are is our next generation developer tool and that allows you to build and configure your service now mobile apps and you know with this initial release it offers some advantages to our existing tool set including configuration support for now mobile that was something that mobile studio could never do in the past right you can you also have mobile card builder um which allows you to create cards and templates uh when configuring your screens on our service download blobs um and this is so that you don't have to learn how to manipulate json just to customize card patterns um if that's something that you want to do right with the latest update on mobile card builder uh actually mobile app builder i'm sorry uh we are now at 95 feature parity with the platform ui so what this means is you know anything that can be done on the platform side um you can pretty much do within mobile builder at this point the other five percent or more minor use cases but we find that you know most admins and developers will stick inside of the mobile builder tool now anything that mobile studio could do in the past mobile app builder can do and so much more okay and then of course you have mobile publishing which we just went through um we do offer a mobile sdk um but this is currently in the beta program uh we did for san diego's release a release enhancement that enables push notification support but if you're looking to learn more about mobile sdk and would like to enroll into our uh innovation labs or what you know it's basically a beta program definitely reach out to your account team um when we enroll for customers to you know to jump into our bigger program we're typically looking for a few specific things and we're really looking for more advanced customers who already have their mob a mobile app within their own organization and really they just want to be able to pull in servicenow data or to be able to use a specific uh workflow from um the servicenow platform right so to give any uh an example use case if you want to be able to embed virtual agent inside of your own corporate app that's something that you can do with demo web sdk okay but again definitely reach out to your account team if you want to learn more about that um and again this is just a high level slide that gives you a view into all of our developer tools and updates as of san diego i will go and give you a deeper dive into uh the features specifically for sanyo in just a second um but i want to move into this final layer of our moral platform um this is the layer that captures all the individual capabilities and mobile components of our platform and this is typically the layer that we talk about when we release new mobile features as well and just to give you an idea of our mobile platform team that that's on call right now uh we represent the mobile platform infrastructure group uh and so we're not actually releasing our own end user workflows if you are looking for more information on you know the itsm mobile app or the hr now mobile app or field service um those are we actually recommend that you reach out to those specific teams who can take you through their mobile apps but from a mobile platform perspective um we are the ones responsible for building the developer tools the client updates as well as the platform capabilities that enable your bu teams to build the apps that they need and workflows in those apps okay so you'll find that the majority of our releases that's mentioned today for san diego it's really focused on the tooling and platform capabilities okay uh so to set context and summarize our mobile platform's key initiatives for san diego i would essentially boil down this release into three central themes and the first is our mobile ui refresh in san diego we introduced a bunch of new features that greatly improves some of the things that you can do around in-app branding um you know with the introduction of the next experience ui from the platform side we wanted to make sure that our you know if customers wanted alignment between their platform design and mobile design that they would have the capabilities to do so um to add to this you know you you have mobile card enhancements there's now so much more flexibility on what you can what you can do to customize your mobile cards you have new sizes and layouts with your cards that are optimized for different user browsing experiences you can also embed youtube and email cards uh we now also support sgv files and you also have the ability to control text overlay with record section enhancements you now have control over the layout and the orientation of your mobile landing pages so that you can actually build out the most optimal experience for your end users um you can see here that you know you now have the ability to customize the rows and columns um of your record sections and they can scroll vertically or horizontally depending on what you want and then with icon sections you now have the ability to use custom images on those icon sections in fact there's actually now three different layout types which you can pick from you have your standard servicenow library icons um that you know that's currently available in the apps i think there's like 37 or so icons that you can pick from from our servicenow library if that's something that you want to use it's still available but we also now offer this label type which is you know if you want to be able to um uh write some sort of text and have some sort of background color uh as part of your icon section that's also possible but lastly we also offer this new layout for images if none of these appeal to you either icon or label you now have the ability to upload your own custom images and so that will give you more control on how your landing pages will look like and so that it better aligns with your in-app company branding right um that way we're not limiting you to using only our servicenow icons and so forth there's also been a small enhancement on our button colors um there's a new theming option for positive and destructive colors so for buttons like approve or reject uh you now have the ability to control those colors um and then i think there's a specific color for tertiary and this uh what this is it's this third button uh for swipe functions and you now have the ability to control that color as well um our second theme of uh san diego features is for our usability improvements how do we create more engaging uh and everyday experiences with native functionality right and in san diego the workplace uh service delivery team has released a brand new native experience for employees to be able to make reservations on their now mobile apps this is a native experience that you can install um if you're entitled to the workplace service delivery um sku right so if you want to do things like reserve a desk reserve a common space or a meeting room that's all possible in this out of the box experience um and this is an experience that can be added to the um out of the box employee experience right uh and if you want to learn more about this definitely check out the product docs which will have lots more details on how to implement and what you get out of the box uh we're also introducing this new mobile properties framework for admins to be able to enable or disable specific client functionality um and this is going to be a new properties table that's different than your platform system properties right with this new framework our mobile team will now be able to release new client features to our customers much much quicker without them having to wait for the next family release and just to give an example let's say that if we want to release a property that allows you to block attachments on your mobile clients if we were to release this feature as a mobile property next month customers who are currently blocked from deploy deploying their mobile apps uh they wouldn't have to wait until the next upgrade or the next release um all they would have to do is enable this mobile property on their instance and they make sure that they've updated to the latest client update such as the mobile agent client version 13.2 or something like that right and so they'll be able to use this new feature without waiting for that next upgrade um and this introduction of this framework will allow our mobile platform team to be able to react much quicker as you know customers needs come up or maybe there's urgent client features that needs uh that people need now rather than later so definitely look forward to more mobile property features uh upcoming we'll definitely make sure to make any announcements on our mobile community site if you want to see all the available properties available automatic app refresh so this is one of the first mobile properties that we are releasing in san diego and with this it uh it automatically refreshes your servicenow clients with the latest data anytime a user completes an action so you no longer have to be concerned whether your end users are working with stale data you know anytime that user executes an action like updating an instant or creating a new record that app will automatically update with the latest data there's no more swiping anytime that user executes that action right and this one turn lead to an improved browsing experience right hopefully users don't have to guess when to swipe down or refresh anytime they take an action uh and if you're curious once you upgrade to san diego your instances will automatically have this property turned on okay uh control specific app usage so this is an important feature that we've released to support our customers authentication policies policies and security requirements um and what this allows you to do is to be able to create an allow list on which apps your users can connect to your servicenow instances um you know if you're uh to give an example you know if you're trying to block users from installing the wrong app and maybe they're trying to log in you actually have the ability to reroute them with a link to the appropriate app so this is going to be important for customers with some sort of mdn or mem environment if they would like to use this feature they're able to block users from logging into the wrong app and this is typically you know you'll probably use this in tandem with your mdm solution okay uh multiple single sign-on support so this is another authentication feature that enables customers to be able to use different sso providers for different groups of users and to give an example you know there might be customers who use multiple ssl providers depending on which employee or which uh you know part-time employee that they're trying to log in they might have new hires that you know might use microsoft azure or they might have full-time employees that use octa um if you want the ability to control which sso provider that they log into for your servicenow instances this is now a feature that we're able to support in those tough environments okay this was used by our hr team um for onboarding new hires they're now able to use this feature uh to redirect their new hires to use one sso and then redirect their full-time employees to use another okay um the last theme of features is going to be on our citizen developer improvements um we want to continue investing into our developer tools so that the new admins and developers can wrap up much quickly and faster to be able to learn how to configure and manage their service now mobile apps and for mobile app builder our latest enhancement has really been focused on reaching feature parity with the platform right we mentioned that uh mobile app builder now supports 95 of all major use cases um anything that mobile studio can do this tool can do so much more but i think the most important concept here is you can actually start building your confidence in our mobile app builder tool as your primary tool anytime that you want to complete mobile configurations there's no more major gaps that should prevent you from being able to configure something in our builder um so you know you might find from uh some of our earlier releases that you would have to navigate to the platform to do one thing maybe go to mobile studio to do another thing and then mobile app builders do a third thing but with this release you shouldn't have to do that as much anymore um we try to figure out what are the most important configurations and to make sure that those configurations are supported with this release okay and as we go forward we're you know going to continue focusing on improving the mobile app builder tool so that it's much easier to use and that it's a better builder experience for all of our admins and developers there's also been an enhancement on our input form screens um so input form screens are the forms that end users fill out anytime they complete an action on mobile and with this we're now supporting a new variable type and that variable type is for scripted autofills uh which will auto populate inputs for the end user based on the execution of a function in a service server-side script to give an example you know you can actually pre-fill inputs uh for your users using the data based on their logged in user profile as you can see in the screenshot the building field was automatically filled in for that user so that's one less field that they had to fill out if they wanted to create a reservation for example this hopefully will improve your input form screens and we're trying to minimize all the things that your user needs to fill out so that it's a better mobile experience when executing their actions okay mobile card builder 19.3 with this latest version we've drastically improved the configuration experience for your mobile ui rules you know mobile ui rules are what is used to control your policies as well as styling configurations anytime you want to be able to apply a ui role to a specific field um on your cards you can now do that inside of mobile builder and you have this um you know nice ui that you can just click on a specific field and then to be able to apply that mobile ui role uh directly to it before this it was kind of a tricky experience in which you had to figure out um what were the text elements in this json and then how do i point this mobile ui role to that text element in that json and so this drastically improves that configuration experience okay um and that pretty much wraps up um uh the san diego highlights for our mobile platform um and to wrap up i do want to show you some additional resources i want to point you to some resources that you can take advantage of to get started with your san diego mobile invitations these are definitely your go-to resources anytime that you know if you're looking for anything related to multiplication or how-to guides and the first is we have this now learning site this really covers your mobile fundamentals um if you're completely new or you're looking for hands-on training for mobile app builder we have this course called uh mobile additional resources and this actually pulls together all the courses available on the now learning site and anything that is related to mobile so this is definitely a great resource to have [Music] you also have the product documentation for san diego we did do a huge revamp on our party docs in rome um and so if you haven't checked it out recently you'll notice that our mobile docs are a lot more organized um it's updated with the latest terminology you know we're no longer referring to things as applets those are now screens um and it's now much more mobile app builder friendly you know as we switch from mobile studio to mobile app builder as our primary developer tool we needed to make sure that our docs were reflected of that as well um so uh definitely check out our san diego product docs uh but you can also use this if there's any specific view app that you want to learn more about the workplace service delivery now mobile app all that is documented here uh we also have the mobile community site and this is a great online forum where you can access our faqs uh find latest updates or announcements on mobile or if you want to ask any open-ended mobile question around your invitation that's something that you can leverage um you'll find that our internal teams are actually on this quite frequently so it's also a great place to share feedback specifically on the idea portal if there's any enhancements or any features that you know your organization needs or maybe it's a blocker idea portal is definitely the first place to go to okay um and then lastly we have this mobile app academy series this is our how to app building series that we host bi-weekly on youtube and we actually go through the process of starting with an out-of-the-box app and we show you how you can customize and extend them to make them even better we do deep dives and show you best practices on how to configure key features and then we also answer any questions that we see reoccurring on the mobile community site so this is definitely a session you want to register um if you want deeper knowledge on how to implement your service now mobile apps and that pretty much wraps up all the resources that i wanted to show you today um but let me end off by saying thank you for joining us in our mobile platform overview for san diego um i do hope that you found this session informative and helpful um and we hope that you're excited for san diego's release as much as we are if you do have any other questions as you go through your mobile implementations feel free to reach out to your account team or send your questions to the mobile community site thank you all for joining us today and for your interest in mobile