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on 01-29-2025 06:21 AM - edited Friday
This article will provide answers to frequently asked questions about Technology Provider Service Management (TPSM). If you have a question that is not answered, please post in the Technology Provider Forum.
Getting Started
What is Technology Provider Service Management (TPSM)?
The ServiceNow Technology Provider Service Management product was developed to meet the unique requirements of the Technology Industry. It enables a Technology Provider to streamline work across their entire service ecosystem with one platform for sales, service and support powered by AI.
TPSM begins with the ServiceNow Platform, Customer Service Management, and IT Service Management product capabilities; and then builds on additional value-add features that are purpose built for the Technology Provider. Those features include the following:
- Account Onboarding provides a purpose-built data model for enterprise account onboarding including an onboarding case type, playbook, and tailored user experiences.
- Customer Success provides a user experience and data model supporting a Customer Success Manager in engaging with their customers and in managing/monitoring adoption, expansion, and renewal activities.
- Service Bridge simplifies the integration of a Provider’s ServiceNow instance with their customers’ instances; enabling the Provider to easily publish catalog items and provide field-level task synchronization to their customers.
- Proactive Service Experience Workflows (PSEW) for Incident Management and Change Management enables an ITSM engineering/support persona to quickly identify accounts impacted by an incident or change, automatically generate proactive cases for those customers, and communicate bi-directionally with the customer without leaving the Service Operations Workspace.
- Proactive Service Experience Workflows Account 360 Dashboard features a Service Operations Workspace user can click on an Account name and see a view of the account details, contacts, service history, and performance across common Key Performance Indicators (KPIs).
- Technology Product Support Case introduces a case type, workflows, and experiences that are purpose-built for the Technology Industry Vertical.
What are the capabilities in the latest release of TPSM?
Check out the the Live on ServiceNow: What's New in the Zurich release for Technology Providers webinar
Where can I find the latest TPSM release notes?
The Telecommunications, Media, and Technology release notes includes TPSM.
Here are the release notes for Customer Service Management.
Here are the release notes for IT Services Management.
Where can I access product documentation for TPSM?
Our product documentation for TPSM is here on the ServiceNow Docs Site.
Do I need to install a plugin or purchase anything to activate TPSM?
Yes, TPSM requires a license. Contact your account representative to get pricing.
There are four Technology Product specific applications that are entitled with a TPSM license:
- Customer Success Management which enables the following features –
- Account Onboarding provides a purpose-built data model for enterprise account onboarding including an onboarding case type, playbook, and tailored user experiences.
- Customer Success provides a user experience and data model supporting a Customer Success Manager in engaging with their customers and in managing/monitoring adoption, expansion, and renewal activities.
- Service Bridge simplifies the integration of a Provider’s ServiceNow instance with their customers’ instances; enabling the Provider to easily publish catalog items and provide field-level task synchronization to their customers.
- Proactive Service Experience Workflows (PSEW) – which enables the following features –
- PSEW for Incident Management and Change Management enables an ITSM engineering/support persona to quickly identify accounts impacted by an incident or change, automatically generate proactive cases for those customers, and communicate bi-directionally with the customer without leaving the Service Operations Workspace.
- With the Account 360 Dashboard features a Service Operations Workspace user can click on an Account name and see a view of the account details, contacts, service history, and performance across common Key Performance Indicators (KPIs).
Technology Product Support Case introduces a case type, workflows, and experiences that are purpose-built for the Technology Industry Vertical.
I think I have found a TPSM defect. What do I do?
If you believe you have encountered a TPSM defect, log a case using the Now Support Portal.
Where can I request a new feature or enhancement for TPSM?
For functionality that you wish to be added to the roadmap, log an idea or vote for one on the Idea Portal.
Implementation and Configuration
Where can I find content to help me with implementing TPSM?
The TPSM related assets on ServiceNow’s Now Create site are continually being added to and updated to guide in implementing TPSM solutions.
What should I know before implementing TPSM?
There is implementation boot camp training on Now Learning for each of the TPSM applications:
- ALE Onboarding and Customer Success
- Service Bridge
- Proactive Service Experience Workflows (PSEW) and Technology Product Support Case
Related FAQs
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If I am going to move from ITSM ServiceNow to TPSM, will there be an impact to my current integrations with multiple clients. I am using Dell-boomi as middleware for these integrations.
- Any check-list or pointers to keep in mind while moving from ITSM to TPSM one.
- Is it just modifying the end-points from ITSM to TPSM
- Any changes/modifications needs to be done in customers ITSM tool as well if i am moving to TPSM like end-point changes or is it only at Dell-boomi front.
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Hi -
You wouldn't be "moving" to TPSM from ITSM. The TPSM SKU includes ITSM, so upgrading to TPSM will not impact your current integrations.
The ITSM processes stay as is, but with TPSM you are now also entitled to Customer Service Management (CSM) so you should consider taking advantage of the CSM solutions and the customer data model. You will also be entitled to the additional value-add Technology Industry applications that are described in the ServiceNow Technology Provider Service Management (TPSM) Product Checklist article.
So, rather than a "move" think of it as an upgrade that entitles you to additional products and features.
...phil
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Hi Phil,
I want to know if TPSM relies on Domain Separation or not.
Thank you,
Sahil
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Hi Sahll - No, TPSM supports Domain Separation, but it does not require it. TPSM adds a set of value add technology provider features on top of our horizontal CSM product. Take a look at the product checklist found here for an overview.
