Bringing Telecom CRM and Network Operations Together: A Unified Platform for Service Excellence
In today’s fast-paced telecom landscape, Communication Service Providers (CSPs) face mounting pressure to deliver seamless customer experiences while managing increasingly complex network operations. ServiceNow’s Telecom industry products—Telecom Service Management (TSM), Telecom Service Operations Management (TSOM), Sales and Order Management for Telecom (SOMT), Telecom Network Inventory (TNI), Field Service Management for Telecom (FSMT), and Strategic Portfolio Management for Telecom (SPMT)—are designed to meet these challenges head-on.
These products are part of our CRM & Industry Workflows, bringing Telecom CRM and Network Operations onto the same platform to serve customers and agents with capabilities tailored to telecom-specific needs and use cases
A Unified Platform for Proactive Service
ServiceNow’s Telecom suite enables CSPs to shift from reactive firefighting to proactive service assurance. By integrating AI, automation, and TM Forum Open API standards, the platform delivers:
- TSM: The orchestration layer that automates incident, change, and problem management with full visibility into customer impact
- TSOM: AI-powered service health monitoring that detects anomalies, correlates events, and automates remediation workflows
- TNI: A unified inventory system that consolidates physical and logical network resources, offering lifecycle visibility and advanced visualization
Together, these products form a closed-loop system that not only detects and resolves issues but also ensures customers are informed and supported throughout the process.
Accelerating Sales and Fulfillment
With SOMT, CSPs can seamlessly transition from opportunity to quote, contract, order, fulfillment, and installation. The platform supports complex characteristics, bundles, and data integrity across the entire order lifecycle, all aligned with TM Forum standards
This integration empowers sales agents and fulfillment teams to deliver high-performance services with reduced time-to-market and increased revenue growth.
Scaling Field Operations with FSMT
FSMT streamlines field operations through real-time work order orchestration. Field technicians and dispatchers benefit from TMF697-compliant APIs that enable CRUD operations, status tracking, and event notifications—all designed to boost network uptime and operational efficiency
Strategic Planning with SPMT
SPMT helps telecom leaders align strategic priorities with execution. From fiber roll-out planning to network build orchestration, SPMT integrates seamlessly with TNI and FSMT to provide visibility, reduce costs, and accelerate deployment timelines
Industry Alignment and Standards
ServiceNow’s commitment to TM Forum Open API conformance ensures simplified integration and faster time-to-value. Our architecture embeds standards into every layer, enabling CSPs to innovate confidently and scale efficiently
