Service management incident data stored in a normalized format on a database is accessed from a hosted client instance responsive a REST API call by a client application on a mobile device in an online database session in an online mode between the hosted client instance and the client application. Responsive to an indication of the client application operating in offline mode, a batch request is executed on the database to generate a payload corresponding to a subset of the data, the payload having a denormalized format that is optimized for transmission to the mobile device and caching onto a local database on the mobile device for access in offline mode. Data from the cached subset of data stored on the local database is accessible by the mobile device in a simulated database session in the offline mode between the client application and the local database via a simulation API.