It has been a long time since mobile technology became part of our daily lives. Today, it is common to start and end the day with a smartphone. Consequently, corporate work environments have evolved from being confined to desks to enabling employees to work freely and conveniently from anywhere.

ITSM work culture must also adapt to these changes, making mobile support for ITSM systems no longer optional but essential.

Previously, mobile ITSM requirements were limited to simple tasks such as approval confirmations and rejections. However, as smartphone usage increased and screen sizes grew, demand for mobile capabilities—such as submitting IT requests and processing tasks—rose significantly. To meet these needs, modern mobile ITSM solutions now offer enhanced user convenience that goes beyond traditional web UI.

Based on an analysis of mobile ITSM needs from companies that adopted STEG’s EGENE ITSM solution, I have summarized the key requirements that mobile ITSM should provide:

1. Service Requests

Users should be able to easily submit various types of IT service requests through a catalog that consolidates all options in one place.

2. Approvals

Users should be able to view all pending approval requests across multiple processes in a single list.

Approval details and process progress should be immediately accessible, allowing quick approval or rejection.

3. My Tasks

Users should have instant access to all assigned tasks and be able to process them quickly and easily.

4. My Request History

Users should be able to check the current status and details of their submitted service requests (SR) at any time.

These user needs have been incorporated into the EGENE ITSM solution, enabling comprehensive ITSM functionality through a mobile portal. Below are examples of mobile ITSM features implemented in EGENE:

Beyond these features and UI, STEG plans to continue upgrading EGENE ITSM mobile services to provide even more user-friendly and convenient functionality. Future enhancements may include features for daily inspections, asset audits, and real-time dashboards with statistics and charts.

Kim Mi-So, Assistant Manager, Lightning Team, STEG Inc.