Telecommunications Service Management Bring service and network operations together on one AI platform to connect and automate the work that resolves issues faster, boosts agent productivity and delivers self-service experiences. Watch Demo Get Data Sheet
Telecommunications Service Management Overview 
One platform for enterprise automation Remove complexity while scaling service ops. Use AI to streamline your entire value chain and deliver seamless, proactive service experiences. Automate essential processes and run them from the ServiceNow AI Platform, a single system of action for the enterprise.  Explore AI Platform
Features for Telecommunications Service Management Telecommunications Service Management groups key features into packages that can scale with you as your needs change. Now Assist for Telco Understand and resolve service issues faster with instant summaries.   Account Lifecycle Events Provide a structured, repeatable and transparent onboarding experience for customers and stakeholders. Self-Service Drive proactive self-service from a portal integrated with knowledge, service catalogs, communities and chatbots. Engagement Messenger Embed self-service experiences on any web or mobile website. Service Bridge Give your enterprise customers an integrated experience with connected workflows. Proactive Service Experience Workflows Empower support agents with the insights and tools needed to provide fast, transparent, proactive service to customers. Service Operations Workspace Manage incidents proactively with clear visibility when services are at risk. Omnichannel Engagement Integrate customer interaction across the channel of their choice. Service Portal Design a self-service user experience with a responsive portal interface. Advanced Product Catalog Manage, visualise and track product offerings and their components in a single configurable workspace. Catalogue Versioning Deliver product and service enhancements to published catalogues rapidly. Horizontal Catalogue Dependencies Create inclusive and exclusive dependencies between products, services or resources. 360o Customer View Empower support teams with a 360o view of customer accounts. Service-Aware Install Base Model complex services and identify impacted customers to quickly prioritise work activities. Service-Aware CMDB Streamline service and network operations with a single common data structure. Customer Interaction Management Manage and visually track case, incident and change status, along with SLAs. 5G Services Launch differentiated 5G services quickly with network slice template models. Real-Time Service Health Gain data-driven automation and improve the user experience through AI and machine learning. Guided Decisions Help agents resolve complex cases with contextual next-best-action recommendations. Workforce Optimization Manage teams effectively with real-time visibility into agent workload and performance. Process Mining Improve outcomes by optimising process flows to streamline work. Load More
Do more with Telecommunications Service Management Combine Telecommunications Service Management with other products and apps to create next-level service experiences. With AI and automation, service delivery improves, field techs are more efficient, and network ops more customer centric. Discover Solution
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Explore further Dive into overview articles on a variety of topics related to Telecommunications Service Management. Learn About ServiceNow See All Articles What is customer service? What is customer support? What is customer experience (CX)? What is customer loyalty? What is customer journey? What is customer satisfaction? What is self-service? What is omnichannel? What is generative AI? What is machine learning?
Benefits
Benefits Connect with us to put AI to work and discover how you can bring service and network operations together.
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, more transparent and more proactive.
Platform
Built on the ServiceNow AI Platform Telecommunications Service Management includes AI-powered platform capabilities so you can deliver better experiences while improving profitability and operational efficiency. Transform your business with a single, unifying platform for the enterprise.
One platform to make work flow ServiceNow AI Platform is the single cloud application platform all ServiceNow products run on. Automate, simplify and connect work across the enterprise to move your business forward. Explore AI Platform Watch Video (1:28)
Single data model Align digital products and service delivery to your business strategy. See results fast with common data and capabilities for cross-enterprise workflows. Explore CSDM
Reports and dashboards Take action easily with the latest data at your fingertips. Tap into the power of the ServiceNow AI Platform and our single data model for instant insight. Find Out How
Intelligent automation Supercharge your workflows with machine learning and AI-powered experiences. Harness your data on a single platform and put it to work across your business at speed. Get Started
Security lives at the centre of all we do Data security is critical to your business. The ServiceNow AI Platform arms you with the tools and processes you need to improve your security posture. We also help you adhere to regulatory compliance to keep sensitive data safe. Find Out How Get Ebook
Certified Integrations Telecommunications Service Management seamlessly integrates with third-party productivity and customer service tools. See All Integrations Gain catalogue ordering and inventory management with TM Forum APIs. Deliver effective service information through comprehensive customer profiles with the integration of Adobe Experience Platform. Modernise enterprise communications with your employees and customers. Get fast resolutions, happy customers and low costs with CareAR. Elevate agent interactions and enhance the customer experience with Genesys. Unlock productivity for agents and provide management with insights and coaching opportunities.
Plans and Packages
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What You Get Telecommunications Service Management simplifies work processes to help you solve business problems and our experts can help you get the most value from your product. We offer services tailored to your needs and unrivalled support. Whatever workflow you need to simplify, we have a package and pricing plan that works for you. Contact Us for Custom Quote
Package options  Get the tools you need most with the Telecommunications Service Management package that meets your business needs. Scroll down to see a sample of the features in each package.  
TSM Standard Telecommunications and Media Services Management Data Model and Applications¹ Customer Service Management¹ IT Service Management¹ Walk-Up Experience Communities Engagement Messenger Digital Portfolio Management Universal Request 
TSM Professional Telecommunications and Media Services Management Data Model and Applications¹ Customer Service Management¹ IT Service Management¹ Walk-Up Experience Communities Engagement Messenger Digital Portfolio Management Universal Request  Platform Analytics Advanced Continual Improvement Proactive Customer Service Operations Outsourced Customer Service Mobile Publishing DevOps Change Velocity DevOps Config Predictive Intelligence Virtual Agent  Vendor Manager Workspace Now Assist for TSM²
TSM Enterprise Telecommunications and Media Services Management Data Model and Applications¹ Customer Service Management¹ IT Service Management¹ Walk-Up Experience Communities Engagement Messenger Digital Portfolio Management Universal Request  Platform Analytics Advanced Continual Improvement Proactive Customer Service Operations Outsourced Customer Service Mobile Publishing DevOps Change Velocity DevOps Config Predictive Intelligence Virtual Agent  Vendor Manager Workspace Workforce Optimization Process Mining Now Assist for TSM²
1 Contact sales for a complete list of included applications and availability.
2 Now Assist is not included as part of the core package unless purchased in addition to the product.
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Key features for Telecommunications Service Management Account Lifecycle Events Provide a structured, repeatable and transparent onboarding experience for customers and stakeholders. Self-Service Drive proactive self-service from a portal integrated with knowledge, service catalogs, communities and chatbots.
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Resources
Get White Paper Discover why generative AI could be a turning point for the telecom industry, and where you get started. See Latest Release The ServiceNow AI Platform connects people, functions and systems across your business. Check out the latest apps and capabilities.
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VIDEO Put AI to Work for Telecom Watch Video (1:15)
Webinars What’s New for Telecom in the ServiceNow Washington DC Release
Look who's winning with ServiceNow See how other companies automate services to fuel growth. View All Stories Crown Castle achieves million-dollar annual savings with ServiceNow. Get Story Softbank boosts operational efficiency with automation. Read Case Study Radius delivers new installations to customers 80% faster. Find Out How BT Group automates 10,000 transactions.
Talk to an expert Connect with us to put AI to work and discover how you can bring service and network operations together. Contact Us