Let's not forget about Service Bridge

[Chris Pearson]

In the first phase of our Telco Digital Transformation journey, we implemented Telecommunications Service Management (TSM). What you might not know is that TSM comes bundled with a powerful capability called Service Bridge...a true gem that’s worth exploring.

Think of Service Bridge as a way to seamlessly connect your ServiceNow instance with those of your customers, vendors, or partners in a nearly turn-key fashion. It’s so straightforward that you can set it up in an afternoon, provided you can coordinate with your partner’s ServiceNow admin team.

Key Capabilities of Service Bridge

1. Remote Catalog: As a service provider, you can publish catalog items directly to your customers’ ServiceNow instances. This makes it incredibly easy for them to request support from you without leaving their system. With built-in security and remote choice options, your customers can even query your instance in real-time while filling out their support requests, ensuring access to only the data they need.
2. Remote Tasks: Service Bridge offers a turn-key ServiceNow-to-ServiceNow eBonding capability. When an issue requires external support, such as a third-party carrier handling a leased fiber circuit, tasks are seamlessly created in the carrier’s ServiceNow instance, and all data syncs back to your case until resolution.
3. Provider Tasks: This feature notifies third parties about tasks they need to perform within their own ServiceNow instance. For example, critical issues impacting a customer’s purchased product can trigger a Provider Task, allowing them to manage the task independently using their preferred workflows. It’s also ideal for outsourced fulfillment processes, where tasks can be directly assigned to your vendor’s ServiceNow instance.
4. Product Ordering: Just as you can publish support catalog items, you can also offer your product catalog directly to customers within their ServiceNow instance. They can purchase products and services at agreed-upon prices, with options for customized discounts based on your business model.
5. Lastly, very soon Service Bridge will be releasing capability allowing providers and consumers to sync CI data between their CMDBs. In the setup of this capability you control which specific CI's are sync'd along with the specific attributes for each CI, ensuring data security is upheld across both ServiceNow instances. Expect to see this capability launched within the next year!

Service Bridge enhances collaboration, streamlines workflows, and elevates your ServiceNow capabilities, making it an essential tool in your digital transformation journey. Don’t overlook this powerful asset!

#SOMT #TSM #TNI #TSOM #Telecom #Thirdera #ServiceNow