What's New in Zero Touch Mobility 24.11

Managing mobility at scale shouldn’t feel like a fragmented system of portals, emails, and manual workflows. The Zero Touch Mobility (ZTM) 24.11 release delivers new capabilities that bring automation, intelligence, and control into every step of the mobile device lifecycle—from service requests and carrier changes to shared device support and repair logistics.

This release introduces:

• ✔️ AI-powered self-service with the ZTM Virtual Agent
• ✔️ Enhanced MACD automation with AT&T and Tangoe
• ✔️ A new Ivanti Neurons connector for broader EMM coverage
• ✔️ Improved workflows for BYOD and shared-use environments
• ✔️ A redesigned Mobility Manager dashboard with multilingual support
• ✔️ New automated workflows for loaner and repair requests

Let’s walk through each of these enhancements and how they improve enterprise mobility operations.

1. ZTM Virtual Agent: AI-Powered Self-Service for Mobile Requests

The new ZTM Virtual Agent, now available in the ServiceNow® Store, provides employees with a 24/7 self-service experience for common mobile tasks—without the need to contact the IT helpdesk.

• 📱 Order a new phone or tablet
• 🔁 Return or replace an existing device
• 🔓 Locate or unlock a lost device
• 🔧 Submit loaner or repair requests

The Virtual Agent uses guided conversations to ensure correct inputs and routes each request into the appropriate Zero Touch Mobility workflow. It improves service speed, reduces support overhead, and gives employees real-time access to mobility services—directly within their ServiceNow environment.

2. Expanding ZTM’s Mobile Ecosystem

Zero Touch Mobility continues to enhance its integrations, making enterprise mobility operations more connected and efficient. This release expands automation capabilities and extends ZTM’s reach across carrier services, MSP coordination, and EMM platforms:

Seamless Carrier & Service Management:

The framework now supports direct carrier integrations and a new MSP integration, enabling automation of MACD (Move, Add, Change, Delete) actions across multiple telecom providers. This simplifies carrier and service workflows, accelerates activations, and eliminates the need for manual updates across disparate systems. With these integrations, IT teams gain centralized control while improving service delivery speed and accuracy.

AT&T & Tangoe Integration for MACDs:

ZTM now integrates directly with AT&T and Tangoe to further streamline mobility service management. The AT&T integration allows MACD actions to be executed directly within the ZTM platform—such as activating new lines, making plan changes, or suspending service—without toggling between external portals. The Tangoe integration supports managed service provider workflows, ensuring seamless communication, fulfillment, and reporting. These enhancements reduce swivel-chair operations and enable real-time execution and tracking of carrier tasks.

Ivanti Neurons Connector:

ZTM also expands its EMM ecosystem by adding support for Ivanti Neurons. This new connector allows organizations to manage Ivanti-managed devices alongside other platforms from a single interface. IT can now synchronize device inventory, trigger workflows based on compliance status, and manage enrollment or unenrollment directly within ZTM. The addition of Ivanti strengthens ZTM’s position as a unified platform for enterprise mobility, enabling better visibility and automation across diverse device environments.

3. Flexible Device Ownership Models

Modern enterprises require adaptable solutions to support both personal and shared mobile devices. The 24.11 release of Zero Touch Mobility introduces enhancements to streamline bring-your-own-device (BYOD) workflows and improve support for shared-use scenarios:

BYOD Enhancements:

ZTM simplifies how organizations manage personal devices within corporate environments:

• • Enables seamless self-enrollment for employee-owned devices
• • Provides IT visibility into enrolled personal assets for policy enforcement
• • Automates secure unenrollment when a device is no longer in use

Shared Device Support:

For devices used by multiple employees across shifts or roles, ZTM adds:

• • Dynamic assignment and reassignment of shared devices
• • Usage tracking to monitor compliance and location history
• • Support for Samsung Knox Management and Microsoft Intune environments

These enhancements reduce administrative overhead while ensuring policy enforcement across both personal and communal devices.

4. User Experience Enhancements, Including Multilingual Support

This release introduces improvements that enhance usability for both administrators and end users. The redesigned Mobility Manager dashboard helps IT teams manage complex environments with greater speed and visibility.

Mobility Manager Enhancements

• • Streamlined interface for performing bulk actions like approvals and device reassignments
• • New filters and visual layouts to simplify large-scale device tracking
• • Enhanced navigation of the service catalog for faster access to key workflows

Multilingual Support

ZTM now includes:

• • Canadian French translation across the admin and end-user portals
• • Localized experience for French-speaking users in Canada and other regions
• • Foundation for future expansion into additional languages

These updates improve accessibility and reduce training friction for distributed and bilingual teams.

5. New Lifecycle Workflows for Loaner and Repair Requests

Zero Touch Mobility 24.11 adds two new structured workflows that improve how IT handles common lifecycle scenarios—loaner devices and device repairs.

Loaner Device Request Workflow

• • Allows employees to request a temporary device through the portal or Virtual Agent
• • Automates internal approvals and shipping coordination
• • Tracks return status and updates inventory records in real time

Repair Request Workflow

• • Captures device issue details and routes them to the correct service channel
• • Automates status tracking and resolution logging
• • Integrates fully with lifecycle dashboards for audit and compliance

These workflows reduce downtime, increase employee satisfaction, and give IT complete control over temporary and damaged assets.