Telecommunications service operations management - Implementation and KPI

[Vijay126]

Has anyone implemented Telecommunications service operations management .  Would like to know the implementation steps and any KPI's associated for the same.

Appreciate the help

Thanks

[Sam Webb · Accepted solution]

The documentation is brief, but I'd start with: 

https://docs.servicenow.com/bundle/utah-telecommunications-management/page/product/tmt-telecom-servi...

TSOM is based pretty heavily on ITOM, and therefore the implementation steps are mostly the same:

1. Get visibility of devices through Discovery, Service Graph Connectors (likely more SGCs in Telco).

2. Service Map - beware of issues relating to the size / number of Application Services.

3. Ingest Events - TMF APIs, other monitoring tools and so on.

Hope that helps!

Sam

[renatobotto]

HI @Sam Webb 
Thank you for your post.
Well, considering them a a new TSOM project, when thinking about applying a Starter-Stories package, do you think it is possible to adapt ITOM's Starter Stories as an initial basis?
And then also add and adjust pack for Event Management (as an adaptation for TMF/API for instance) and telco application services? 

[Sam Webb]

Hey Renata - I'd start with the Success Pack for TSOM on NowCreate and go from there - but there are (still) a number of similarities to the ITOM Implementation, for sure.

https://mynow.servicenow.com/now/best-practices/success-packs/telecommunications-service-management