TelecommunicationsService Management
Connect your telecom operations—from the network to the customer on a single platform with AI-powered service assurance and NVIDIA technology.
ServiceNow Telecommunications Service Management Platform
Transform Telecom
Service Operations
Unlock growth with AI-driven experiences, enhance customer care, and automate service workflows from network to customer.
Resolve issues proactively
Bring customer support and service operations together to automate issue resolution and provide transparency to everyone involved.
Unleash productivity
Take customer service to the next level with AI-driven insights and tools that empower agents to do their work better and faster.
Deliver seamless experiences
Connect people, processes, and systems across the ecosystem, making every service experience more seamless, transparent, and proactive.
AI-driven automation
Unlock growth with AI-powered experiences in service and network operations using Now Assist for Telco powered by NVIDIA technology.
Key TSM Features
Complete Telecom Platform
Comprehensive features designed specifically for telecommunications service management, from AI-powered assistance to 360° customer visibility.
Now Assist for Telco
Understand and resolve service issues faster with instant AI-powered summaries, case resolution assistance, and contextual recommendations.
Key Features:
- Instant case summarization
- AI-powered resolution guidance
- Technical jargon translation
- NVIDIA AI integration
Account Lifecycle Events
Provide structured, repeatable, and transparent onboarding experience for customers and stakeholders throughout their journey.
Key Features:
- Structured onboarding workflows
- Repeatable customer processes
- Transparent stakeholder communication
- Customer journey management
Self-Service Portal
Drive proactive self-service from a portal integrated with knowledge, service catalogs, communities, and AI-powered chatbots.
Key Features:
- Integrated knowledge base
- Service catalog access
- Community engagement
- Virtual agent support
Engagement Messenger
Embed self-service experiences on any web or mobile website to provide seamless customer interaction capabilities.
Key Features:
- Web and mobile integration
- Embedded self-service
- Seamless customer interaction
- Multi-channel support
Service Bridge
Give enterprise customers an integrated experience with connected workflows across partner ecosystems and service providers.
Key Features:
- Enterprise customer integration
- Connected partner workflows
- Ecosystem collaboration
- Unified service experience
360° Customer View
Empower support teams with a comprehensive 360-degree view of customer accounts, service history, and interaction data.
Key Features:
- Complete customer visibility
- Service history tracking
- Interaction data analysis
- Support team enablement
Service Operations Workspace
Manage incidents proactively with clear visibility when services are at risk and automated workflow orchestration.
Key Features:
- Proactive incident management
- Service risk visibility
- Automated orchestration
- Real-time monitoring
Service-Aware CMDB
Streamline service and network operations with a single common data structure for unified configuration management.
Key Features:
- Common data structure
- Service awareness integration
- Network operations alignment
- Configuration management
Advanced Capabilities
Next-Generation Features
Advanced telecommunications capabilities including 5G services, process mining, and workforce optimization for operational excellence.
5G Services Management
Launch differentiated 5G services quickly with network slice template models and automated service orchestration.
Real-Time Service Health
Gain data-driven automation and improve user experience through AI and machine learning with continuous monitoring.
Process Mining
Improve outcomes by optimizing process flows to streamline work and identify operational bottlenecks automatically.
Workforce Optimization
Manage teams effectively with real-time visibility into agent workload, performance metrics, and resource allocation.
Advanced Product Catalog
Manage, visualize, and track product offerings and their components in a single configurable workspace environment.
Service-Aware Install Base
Model complex services and identify impacted customers to quickly prioritize work activities and resource allocation.
TSM Package Options
Scalable Solutions
Choose the TSM package that meets your business needs, from essential capabilities to enterprise-scale solutions.
TSM Standard
Starting Package
Essential telecommunications service management capabilities for growing CSPs
Package Features:
- Customer Service Management
- Walk-Up Experience
- Communities
- Engagement Messenger
- Digital Portfolio Management
- Universal Request
TSM Professional
Professional Package
Advanced TSM capabilities with AI-powered features for established telecommunications providers
Package Features:
- All Standard features
- Proactive Customer Service Operations
- Virtual Agent
- Predictive Intelligence
- DevOps Integration
- Now Assist for TSM
TSM Enterprise
Enterprise Package
Complete TSM solution with advanced analytics and optimization for enterprise-scale operations
Package Features:
- All Professional features
- Workforce Optimization
- Process Mining
- Advanced Analytics
- Enterprise Integration
- Full AI Capabilities
Frequently Asked Questions
About Telecommunications Service Management
Get answers to the most common questions about TSM implementation, Now Assist for Telco, and service transformation.
ServiceNow Telecommunications Service Management (TSM) connects telecom operations from network to customer on a single AI platform:
- Enhances customer care with AI-powered self-service and proactive support capabilities
- Automates service assurance with real-time monitoring and intelligent incident management
- Boosts agent productivity with Now Assist for Telco powered by NVIDIA AI technology
- Delivers seamless experiences through connected workflows and omnichannel engagement
- Provides 360-degree customer view with comprehensive account and service visibility
Built on ServiceNow AI Platform with industry-specific capabilities for telecommunications.
Now Assist for TSM is an industry-first generative AI solution built with NVIDIA partnership:
- NVIDIA AI Integration: Built using NVIDIA AI Enterprise software platform with Triton Inference Server and NeMo customization
- Customer Care Enhancement: GenAI-powered chat summarization and agent assist capabilities boost productivity and enable call deflection
- Service Assurance: Provides streamlined, accurate understanding of incidents with technical jargon translation and rapid resolution guidance
- Incident Management: Handles complex scenarios like fiber cuts with specialized terminology deciphering and clear summary generation
- Agent Productivity: Summarizes case activity, work notes, and customer interactions while guiding agents with next best actions
This partnership helps telcos quickly and safely harness generative AI power for business-critical use cases while driving cost savings.
ServiceNow TSM provides comprehensive features designed specifically for telecommunications operations:
Customer Experience:
- Self-Service Portal: Integrated knowledge, service catalogs, communities, and virtual agents
- Omnichannel Engagement: Customer interaction across preferred channels with unified experience
- 360° Customer View: Complete visibility of customer accounts, service history, and interactions
Operations Management:
- Service Operations Workspace: Proactive incident management with service risk visibility
- Service-Aware CMDB: Single common data structure for unified configuration management
- Advanced Product Catalog: Manage and track product offerings in configurable workspace
- 5G Services: Launch differentiated services with network slice template models
ServiceNow TSM provides comprehensive 5G and network operations capabilities:
- 5G Service Orchestration: Launch differentiated 5G services quickly with network slice template models
- Service-Aware Install Base: Model complex services and identify impacted customers for priority management
- Real-Time Service Health: Data-driven automation with AI and ML for continuous service monitoring
- Network Inventory Integration: Connect with Telecommunications Network Inventory (TNI) for unified asset management
- Proactive Service Workflows: Empower agents with insights and tools for fast, transparent, proactive service delivery
- Customer Impact Analysis: Quickly prioritize work activities based on service dependencies and customer impact
This approach enables CSPs to deliver next-generation services while maintaining operational excellence and customer satisfaction.
ServiceNow TSM offers three comprehensive package tiers for different organizational needs:
TSM Standard Package:
- Customer Service Management and IT Service Management foundations
- Walk-Up Experience, Communities, and Engagement Messenger
- Digital Portfolio Management and Universal Request capabilities
- Core telecommunications data model and applications
TSM Professional Package:
- All Standard features plus advanced AI capabilities
- Proactive Customer Service Operations and Virtual Agent
- Predictive Intelligence and DevOps integration
- Now Assist for TSM with NVIDIA AI technology
TSM Enterprise Package:
- All Professional features plus enterprise-scale capabilities
- Workforce Optimization and Process Mining
- Advanced Platform Analytics and Continual Improvement
- Full AI capabilities with comprehensive integration support
Implementation costs depend on CSP size, service complexity, and package selection:
- TSM Standard Implementation: Starting from $450K - includes customer service management, basic AI features, and standard integrations for regional CSPs
- TSM Professional Implementation: $650K-$950K - includes Now Assist for Telco, advanced automation, and comprehensive service operations for national CSPs
- TSM Enterprise Implementation: $1.2M+ - complete solution with workforce optimization, process mining, and enterprise-scale deployment for global CSPs
ROI typically achieved within 12-18 months through agent productivity gains (40%), customer satisfaction improvements (35%), and operational cost reduction (30%). Crown Castle achieved ~$1M savings in first year.
Implementation timeline depends on CSP complexity and package selection:
- TSM Standard: 16-20 weeks for customer service management, self-service portal, and basic AI capabilities
- TSM Professional: 20-26 weeks including Now Assist for Telco, advanced automation, and comprehensive service operations
- TSM Enterprise: 26-34 weeks for complete solution with workforce optimization, process mining, and extensive integrations
Our methodology: CSP Assessment & Service Design (4-6 weeks) → Core Platform & Customer Experience Configuration (10-14 weeks) → AI Integration & Testing (6-8 weeks) → Go-Live & Agent Training (4-6 weeks).
ServiceNow TSM provides extensive integration capabilities for telecom ecosystems:
- TM Forum APIs: Native integration with TM Forum standards for catalog ordering and inventory management
- Network Systems: Integration with OSS/BSS, network monitoring, and service assurance platforms
- Customer Experience Tools: Adobe Experience Platform, Genesys, and other CX solutions
- Communication Platforms: Microsoft Teams, Slack, and enterprise communication systems
- Field Service Integration: CareAR and other field service productivity tools
- Analytics Platforms: Real-time dashboards and business intelligence integration
- Legacy System Connectivity: API-driven integration preserving existing investments
Result: CSPs maintain existing infrastructure while gaining unified service management and AI-powered capabilities across the entire value chain.
ServiceNow Case Studies
Real TSM Success Stories
See how telecommunications providers transformed their operations with AI-powered Service Management solutions.
Challenge
Manual processes across multiple systems for Network NOC operations causing costly delays, resource inefficiencies, and poor customer service experience
Solution
ServiceNow TSM with Customer Service Management, Field Service Management, and integrated network operations for enterprise-grade scalability
"I've used other software, but I've never been able to accomplish this much with such a small team in the way I have with ServiceNow."
— Operations Systems Program Manager
Results Achieved
Challenge
Complex service operations requiring streamlined automation and improved operational efficiency across multiple service domains and customer touchpoints
Solution
ServiceNow Telecommunications Service Management with comprehensive automation, AI-powered workflows, and integrated service operations
"ServiceNow TSM enabled us to boost operational efficiency through comprehensive automation and streamlined service delivery across our telecommunications operations."
— VP of Service Operations
Results Achieved
Challenge
Lengthy installation processes and complex service delivery workflows affecting customer satisfaction and time-to-service for business communication solutions
Solution
ServiceNow TSM with accelerated service delivery, automated installation workflows, and comprehensive customer experience management
"ServiceNow TSM transformed our installation processes, enabling us to deliver new services to customers 80% faster while maintaining high quality standards."
— Chief Operations Officer
Results Achieved
Challenge
Massive transaction volumes requiring automated processing and intelligent workflow management across global telecommunications operations
Solution
ServiceNow TSM with large-scale automation, intelligent transaction processing, and comprehensive service management for global operations
"ServiceNow TSM enabled us to automate 10,000 transactions while maintaining service quality and operational excellence across our global telecommunications network."
— Head of Digital Transformation
Results Achieved
Ready to Transform Telecom Operations?
Connect with our ServiceNow experts to implement comprehensive telecommunications service management with Now Assist AI and NVIDIA-powered automation.
tsm-experts@ifbash.com
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