All article posts in Telecom

▶️ Watch the on-demand webinar 'What's New in the Australia Release for Telecom'

Jurie Roux — Thu, 14 May 2026 16:18:24 GMT

🐨 Want to learn more about the Australia release for Telecom?

▶️ Watch the on-demand webinar here

Re: TNI CI Attributes Table - What is it and how is it used?

roy_silon — Fri, 08 May 2026 23:27:15 GMT

Hey, TNI tables are created when TNI product is installed (2 main plug-ins for this - tni_core and tni_advanced),
You can then create TNI records from the TNI workspace, see: https://www.servicenow.com/docs/r/telecom-network-inventory/telecommunications-network-inventory/tni-workspace.html and also set existing CIs to be managed in TNI by clicking the 'Set TNI attributes' in the CMDB CI form (and of course also create a script to run over multiple CIs to do same en masse)

What's new in ServiceNow's Australia release for Telecom

Jurie Roux — Wed, 13 May 2026 20:02:30 GMT

Watch the on-demand recording of 'What's new for Australia release in Telecom' here.

The Australia release brings AI intelligence across the telecommunications service lifecycle. New innovations span service management, order fulfillment, and network operations—giving teams AI-powered workspaces for faster service and dispute resolution, connected order-to-project delivery for complex solutions, and intelligent network monitoring with SD-WAN discovery, event correlation, and metric intelligence.

Together, these innovations help Communication Service Providers prevent churn, accelerate resolution times, and scale operations on the ServiceNow AI Platform—protecting revenue while reducing operational costs through intelligent automation.

Let's take a closer look at what's new across each product area.

Telecom Service Management (TSM)

The Australia release brings new TSM innovations purpose-built for Communication Service Providers managing complex customer relationships across service, support, and billing. Together, these capabilities help teams resolve disputes faster, deliver consistent customer experiences, and maintain regulatory compliance—all within the ServiceNow AI Platform.

New capabilities include:

Telco Customer 360 is an AI-powered workspace that consolidates customer data from sales, service, support, and network systems into a single unified view. It gives agents complete customer context without switching between multiple systems, surfaces AI-driven insights and recommended actions, and embeds order and service workflows so agents can take action without leaving the workspace. The workspace is configurable by persona, so Tier 1 agents see different tiles and metrics than Tier 2 specialists—everyone gets exactly what they need to resolve customer issues faster.
Alternative dispute resolution workflow provides structured, auditable workflows for managing customer escalations that require regulatory compliance. It guides teams through formal dispute processes—from initial escalation capture through investigation, decision-making, and final resolution—with built-in compliance safeguards and AI-powered analysis. Every step is documented automatically, creating complete audit trails that stand up to regulatory scrutiny while accelerating resolution times.

Now Assist for TMT also inherits all the releases for AI Agents for Customer Service Management. See our Now Assist Customer Service Management section for more details.

Sales CRM for Telecom

The Australia release brings new Sales CRM for Telecom innovations purpose-built for telecommunications operators managing order fulfillment for complex custom deployments. This capability helps teams execute high-value orders on time and scale fulfillment without coordination chaos.

New capabilities include:

Sales CRM for Telecom–SPMT integration for complex solutions connects Sales CRM for Telecom with Strategic Portfolio Management for Telecom (SPMT) to execute complex custom orders that require coordination beyond standard catalog fulfillment. The integration automatically triggers cost and feasibility assessments for bespoke orders to accelerate deal closure, tracks blockers, priorities, and custom tasks throughout delivery so teams can execute orders on time, and boosts revenue and margins by making complex custom orders executable at scale. Sales and fulfillment teams get end-to-end visibility and coordinated execution from a single unified view.

Telecom Service Operations Management (TSOM)

The Australia release extends TSOM with comprehensive SD-WAN capabilities and foundational assurance enhancements that help you discover faster, respond smarter, and operate with confidence—all unified on the ServiceNow platform.

New capabilities include:

SD-WAN Discovery automatically identifies and maps your entire SD-WAN infrastructure across Fortinet FortiManager and Cisco Meraki controllers. It uses an extensive SD-WAN data model built into the Telecom Discovery Builder framework to populate your CMDB with accurate topology, device configurations, and network relationships. Purpose-built discrepancy audits catch configuration drift before it becomes a problem—and self-service, no-code discovery tools let you extend visibility to new SD-WAN vendors faster.
SD-WAN Event Management transforms thousands of controller events into actionable insights through intelligent correlation and noise reduction. It collects events in real time from Fortinet FortiManager and Cisco Meraki controllers, categorizes them into specific operational groups, and uses scripted extension points to map event severity and generate correlation IDs that suppress or compress related events. The result is a clean alert stream that shows your teams only the incidents that need attention.
SD-WAN Metric Intelligence turns raw performance data into actionable KPIs through automated aggregation and ensures data continuity with metric recovery frameworks. It collects performance metrics in real time, aggregates them against corresponding configuration items to generate business-relevant KPIs, and automatically recovers missing metrics after controller disconnects. Teams see performance trends in the Service Operations Workspace dashboard and can proactively monitor performance and SLA compliance.
Telecom Assurance enhancements provide foundational frameworks that strengthen event and metric processing across all TSOM network domains. These enhancements deliver an event category framework for organizing events into operational groups, scripted extension points for custom severity mapping and correlation logic, a metric aggregation framework for generating KPIs from network topology, and a metric recovery mechanism for preventing data gaps. These building blocks let you customize assurance workflows for any telecom technology across your entire network infrastructure.

For an in-depth look at these new capabilities and other release updates, be sure to check out the Australia release notes for TMT.

Inviting Professionals from Telecommunication: Join Our Telecom Research Participant Pool!

DrashtiP — Tue, 21 Apr 2026 06:02:29 GMT

We’re inviting professionals from Telecommunication to join our ServiceNow Telecommunications Research Participant Pool - a community of telecom professionals whose insights help build smarter, more useful tools for the telecom industry. By signing up, you’ll gain early access to research opportunities, the chance to share your honest feedback and help shape tools that improve the daily work of telecom teams like yours.

How to Join?

Sign up now and fill in your profile details.
Receive research Invites for upcoming opportunities.
Participants who qualify for and complete sessions may earn a thank you gift for their time if permissible as per your organization's policy.

This is your opportunity to be a part of change and directly influence ServiceNow's experiences so we can design the best solution for everyone.

Thank you,

Drashti Pancholi

ServiceNow Experience Team

Re: TNI CI Attributes Table - What is it and how is it used?

HaseebR — Wed, 15 Apr 2026 19:16:53 GMT

same question as @RajathN
Did you ever get an answer on this?

Re: TNI CI Attributes Table - What is it and how is it used?

RajathN — Fri, 20 Mar 2026 12:31:15 GMT

this is manual method, how we can set TNI CI attribute field for Server record using IH-ETL.

Re: Network Sites and Locations in Telecommunications Network Inventory

James Fricker — Wed, 26 Nov 2025 00:10:32 GMT

Why are these reference fields all deprecated?

Re: Calling Professionals from Telecommunication: Join Our Telecom Feedback Participant Pool!

EvelynL — Wed, 29 Oct 2025 15:38:40 GMT

Hi @Kenta Koizumi ,

Thank you for pointing that out! You're absolutely right. It looks like the same question was duplicated in both No.5 and No.6. For now, it's perfectly fine to enter the same job title in both fields. No need to change your answers.

I appreciate you flagging this! And stay tuned for future feedback opportunities. We’d love to hear more from you.

Best regards,
Evelyn

ServiceNow Experience Team

Re: Calling Professionals from Telecommunication: Join Our Telecom Feedback Participant Pool!

Kenta Koizumi — Tue, 28 Oct 2025 23:09:42 GMT

Hi @EvelynL

Thank you for your announcement.

Just a quick note but filling my profile, I found the same questions were appeared in No.5 and No.6.

Both of them asked me to fill "What is your job title".

I'll put the same answers but please let me know if I should change my answers.

Thanks,

Kenta

Calling Professionals from Telecommunication: Join Our Telecom Feedback Participant Pool!

EvelynL — Tue, 28 Oct 2025 16:00:00 GMT

We’re inviting professionals from Telecommunication to join our ServiceNow Telecom Feedback Participant Pool - a community of telecom professionals whose insights help build smarter, more useful tools for the telecom industry. By signing up, you’ll gain early access to research opportunities, the chance to share your honest feedback and help shape tools that improve the daily work of telecom teams like yours.

How to Join?

Sign up now and fill in your profile details.
Receive research Invites for upcoming opportunities.
Participants who qualify for and complete sessions may earn a thank you gift for their time if permissible as per your organization's policy.

This is your opportunity to be a part of change and directly influence ServiceNow's experiences so we can design the best solution for everyone.

Thank you,

Evelyn Luan

ServiceNow Experience Team

ServiceNow and Legacy Inventory Vendor Integration: Data Extraction & Synchronization

Alex_D — Mon, 29 Sep 2025 14:04:41 GMT

A lot of legacy inventory vendor platform was built on a generalized system, which closely resembles ServiceNow (SN) in architectural flexibility and extensibility but uses outdated technology and principles. At its core, the legacy inventory vendor organized data across major tables that defines objects, types, parameters, attributes, and references in one way or another (there are maybe some variations across vendors, but on average it will be the same). This design offered robust data generalization and adaptability, allowing various business needs to be addressed without frequent schema changes. However, the downside of such generalization was the impact on performance, especially as data volume and query complexity increased. Large-scale extractions and integrations would often strain the database, resulting in significant slowdowns and resource contention.

Re: TNI CI Attributes Table - What is it and how is it used?

RGreene — Thu, 04 Sep 2025 13:34:17 GMT

how is the TNI table created? I assume it requires a plugin.

REVOLUTIONIZE TELCO SERVICE OPERATIONS USING SERVICENOW

Sid Tiwari — Thu, 04 Sep 2025 01:48:20 GMT

Telecom service operations are under strain as networks grow more complex and customer demands rise. In this blog, I explain how ServiceNow’s Telecommunications Service Management (TSM) and Telecommunications Network Inventory (TNI) give telcos the tools to simplify operations, integrate with TMF APIs, and deliver better customer outcomes.

Re: Network Sites and Locations in Telecommunications Network Inventory

ryan_shultz — Mon, 25 Aug 2025 19:17:01 GMT

It would be incredibly useful to expand on this topic in the actual documentation. I figured out this concept on my own and then was pointed to this post for further explanation. It would have saved me a solid amount of time. Great information regardless though.

Re: Network Sites and Locations in Telecommunications Network Inventory

hk_snow — Thu, 05 Jun 2025 11:11:11 GMT

Thank You very much, very useful.

Re: TSOM Discovery - inventory discovery from elements

roy_silon — Sun, 18 May 2025 10:58:33 GMT

Thanks for the positive feedback @renatobotto !
DIscovery from EMS/NMS systems very much hinges upon an excellent ETL pipepline.

Luckily as part of our ServiceNow platform we have exactly such a mechanism in the Service Graph Connector Framework.
We have used this Framework in Yokohama release to develop a discovery connector to Nokia Altiplano NMS.
More exciting, as part of the upcoming Zurich release we'll put outforth a dedicated Discovery SGC framework which will come with OOTB modules pertinent for discovery purposes, shortening the time develop and deliver a Discovery connector to EMS/NMS significantly!

Re: TSOM Discovery - inventory discovery from elements

renatobotto — Thu, 15 May 2025 18:25:47 GMT

Excellent article, thank you very much!

Regarding the typical management of equipment in the telecom operator's network, the step in NMS/EMS is very pertinent, especially since the operator's ecosystem is fragmented and truly multi-vendor.

In this sense, could you point out what key points regarding developments were made at Yokohama, or even what would be needed in the future?

What’s New in ServiceNow’s Q2 Telecom Release

Daphne Jacob — Tue, 13 May 2025 19:04:01 GMT

ServiceNow’s May Q2 Store Release brings AI front and center for Telecom—with the launch of Customer Success AI Agents that are reshaping how service providers manage customer success.

Part of the Telecommunications Service Management product, these AI agents monitor customer health, detect and prevent risks, and automatically trigger personalized success plays. By continuously analyzing usage trends and engagement data, they help telcos stay one step ahead—resolving issues before they escalate and delivering proactive, seamless customer experiences.

Want to go deeper?

Explore the technical breakdown of how these Customer Success AI agents work—and how they’re helping CS teams work more efficiently and focus on what matters most. Read the detailed blog.

Introducing More AI Agents for Industries

Later in Q2, we’ll be launching more AI agents for service providers that streamline the resolution of billing disputes and network incidents—automating root cause analysis, triage, and next steps. Read our latest AI Agents for Industries blog.

Got questions? Want to connect with our AI experts?

Leave a comment—we’d love to answer any questions and help you get started using our AI agents purpose-built for telecom.

Re: How to post topics using Hermes Kafka messaging and Kafka Stream Connect

sai suraj — Thu, 24 Apr 2025 10:50:35 GMT

Hello @Shubham44 , The commands that you have mentioned should be executed in linux command line? Is it same for windows command line as well? If not can you provide the commands for Windows command line.

🎬 On-demand webinar now available - Discover What's New: ServiceNow Yokohama Highlights for Telecom

Jurie Roux — Thu, 03 Apr 2025 17:11:43 GMT

In case you missed it, there's no need to worry! The Telco Yokohama webinar is available on demand, allowing you to explore the latest Telecom innovations introduced in the ServiceNow Yokohama release at your convenience.

Join our product specialists as they explore the latest Telecom innovations in the ServiceNow Yokohama release. Our experts showcase how the latest product innovations harness the power of automation, AI, and AI Agents to grow revenue, automate operations, manage infrastructure, supercharge experiences, and transform your business on a single AI platform!

👉 Watch the recording here: