Telco Digital Transformation Phase 2

[Chris Pearson]

With ServiceNow TSM implemented and efficiently supporting our existing customers, it’s time to move forward with Phase 2 of our digital transformation: Order Management for Telecommunications (OMT) and Field Service Management (FSM).

The placeholder products we added to our product catalog in Phase 1 now need to be fully developed. ServiceNow follows Telecommunications Management Forum (TMF) and Metro Ethernet Forum (MEF) standards, allowing us to model any product or service, from simple to complex bundles. This second project phase focuses heavily on building accurate product data models, which is critical because these structures influence your entire organization. Sales teams will configure product characteristics during the sales cycle, while fulfillment teams will enrich these products at the service and resource levels in ServiceNow. Support teams and customers will also interact with product inventory data which again is structured by your product catalog definitions.

Once these product models are established, defining fulfillment flows using Flow Designer for each product category comes next. Ideally, you’ll develop your flows so that they can be applied across multiple products, reducing the need for numerous, complex workflows. A good approach is to try to create them so that they can be reused across a category of products rather than uniquely for each individual product your company sells.

This phase is also the perfect time to incorporate ServiceNow’s Field Service Management (FSM) capabilities, allowing seamless integration of order fulfillment tasks with field service activities, such as site-walks and equipment installations. FSM will also then enhance the break/fix processes, eliminating inefficiencies of swivel chairing to a different platform and improving overall customer experience.