Telecommunication Service Management - TSM Overview

[ersureshbe]

Hi there,

Telecommunication Service Management is called an 'Industry product'. The industry product leveraged from 'Horizontal Product'. Here, the Platform plays a vital role. The platform covers the CMDB, Omni Channels (Email, Virtual Agent, Mobile App ), and Agent Workspaces. The generic formula (Based on my own experience) to learn Telecommunication Service Management- TSM = ITSM + CSM + KM + FSM + Telco Knowledge.

Additionally,  the following features are added to strengthen the Telco solutions. Telco products are highlighted with Telco codes and it start the prefix as TMF. It's a Telco API and supports to run E2E Service.

1. Service Bridge

 - It mainly focuses on the integration between the Customer ServiceNow Instance & Service Provider ServiceNow Instance. 

2. Product Catalog - TMF 620

 - The following links are going to help to understand the product catalog features from ServiceNow

https://docs.servicenow.com/bundle/vancouver-api-reference/page/integrate/inbound-rest/concept/produ...

https://www.tmforum.org/resources/standard/tmf620-product-catalog-management-api-user-guide-v4-1-0/

3. Trouble Ticket - TMF 621

 - To enable a trouble ticket you should refer to 'Proactive Service Experience Workflows' and refer to 2 links to understand more.

https://docs.servicenow.com/bundle/vancouver-api-reference/page/integrate/inbound-rest/concept/troub...

https://docs.servicenow.com/bundle/vancouver-api-reference/page/integrate/guides/telecom/concept/tro...

4.  Service Catalog - TMF 633

- To understand the APIs you can refer below link.

https://www.tmforum.org/resources/standard/tmf633-service-catalog-api-user-guide-v4-0-0/

5. Product Inventory - TMF 637

 - To understand complete information please refer below links.

https://docs.servicenow.com/bundle/vancouver-api-reference/page/integrate/inbound-rest/concept/produ...

https://www.tmforum.org/resources/standard/tmf637-product-inventory-management-api-rest-specificatio...

6. Proactive Service Experience Workflows

 - It is an application that aids in addressing network-initiated incidents and proactively informing affected customers. It enhances the Incident Management application by focusing on common SD-WAN service issues detected by network management systems. A new field will be added to the incident form. I highlighted the following items are example one.

Column Label	Field Name	Field Type
Stage	sn_ind_tsm_core_stage	String (Choice List)
TSM	sn_ind_tsm_core_incident	True/False

Additional choices will be added in the Category and Subcategory fields, OOB resolver group will be added

The following tables are added to the Decision tables.

Name	Reference	Conditions
Incident Escalation Policy	Incident record	Category Subcategory Stage
Work order creation flow	Incident record	Work order creation flow

Please refer below link to understand the complete usage & functionalities

https://docs.servicenow.com/bundle/vancouver-proactive-service-exp-workflows/page/product/tmt-assura...

The below diagram illustrates the functional architecture of ServiceNow.

Hope you like it. If any questions or remarks, let me know!

If this helped you in any way, I would appreciate it if you hit bookmark or mark it as helpful.

#TMS #Telcom

#Telco #TelecommuniicationManagementService

#IndustryProduct

Regards,

Suresh Loganathan.

[ShashankInamdar]

Hi @ersureshbe ,

You might want to rectify 'Service Bridge - TMF620'.

Service Bridge capability and TMF620 are two independent unrelated features.

TMF620 is for Product Catalog Management.

While your SB description is correct, it is not related to TMF620.

Also a minor correction in the subject line, it should be TSM (not TMS).

Now Learning Course for TSM is here - https://learning.servicenow.com/lxp/en/telecommunications-service-management/telecommunications-serv...

Regards

Shashank

[ersureshbe]

Hi @ShashankInamdar ,

Thanks for the message and corrected the points that you highlighted - TSM and TMF620 products. 

Good to see the link to understand product details.

[nico65847592081]

Guys,
I am looking for SPM for Telco details documentation. Anywhere I can find that ?
Curious to check the difference with SPM Standard.

Thx a lot

Nico

[Kenta Koizumi]

@nico65847592081 
I hope that this document would help you.

https://www.servicenow.com/docs/bundle/yokohama-telecom-media-technology/page/product/tmt-spmt/conce...

In Strategic Portfolio Management for Telecom, we can use project templates specified for telecom.

[nico65847592081]

Hi Kenta

Thanks a lot.
Only two templates ? I am curious if there is a video showing the details ?
Nico

[vpuente]

Telecommunication Service Management is called an 'Industry product'. The industry product leveraged from 'Horizontal Product'. Here, the Platform plays a vital role. The platform covers the CMDB, Omni Channels (Email, Virtual Agent, Mobile App ), and Agent Workspaces. The generic formula (Based on my own experience) to learn Telecommunication Service Management- TSM = ITSM + CSM + KM + FSM + Telco Knowledge.

I love this statement above because that seems to be the case but man, why can I not find a good place to see exactly what to install? I feel like my question should have a simple answer but for the life of me, I can't figure out what I'm missing here. If I purchased a Telecommunications Service Management Standard subscription.  I could go to subscription applications related link and there's a 154 associated "subscription applications".   How come there's not a "product" group in the application manager?  Or is Telecommunications, Media and Technology Core and TSM Standard the same now or is it part of order management or CSM?  I feel like it leads me all over the place trying to find this answer.  Does anyone have a singe location they go to see the main plugin and its dependencies?  #TelecommuniicationServiceManagement #TSM

[ersureshbe]

@vpuente  - Pls connect with me, I will support you for your answers.

[vpuente]

Thanks @ersureshbe ,  I have a Telecommunication Service Management Standard subscription that apparently has 154 related subscription applications.  ITSM and CSM is typically not my area but I'm working on a Telecommunication Network Inventory Project and I'm simply trying to figure out what I would install to provide the TSM capabilities inside ITSM and CSM.  I thought I would see a set of plugins but documentation points to CSM, ITSM, Order Management, Telecommunication, Media and Technology Core and so on.  Is there not a product with a set of plugins or a specific plugin that lights up telcom related service management capabilities?  I would have thought I could find a clear answer with all the resources I have. 

[ersureshbe]

@vpuente  : To address your inquiry, there is a resource available in ServiceNow known as the 'Pricing and Packaging Overview' slide deck. It is advisable to consult your ServiceNow account executive or, if you have access to the partner portal, to conduct a search there.

This slide deck will assist you in gaining a comprehensive understanding of the telecommunications solutions offered by ServiceNow. Based on my experience, the TSM, TSOM, TNI, and SOMT modules are integral components of the telecommunications offerings. It is important to note that TSM has been rebranded as TPSM, which stands for Technology Provider Service Management. For further details, please refer to the second page of the following link:

https://www.servicenow.com/standard/resource-center/data-sheet/ds-tpsm-telecommunications-technology....

[vpuente]

Thanks @ersureshbe , two good things there that I haven't looked at. "pricing and packaging overview" and the rebrand!  I guess now my question is how would I know its rebranded? The subscription I'm looking at was purchased 9/30/24 and says "Telecommunication Service management Standard".  Thanks for pointing me in the right direction though.  I really appreciate it!

[nico65847592081]

@vpuente I am doing the same exercice for one of my customer. Would be great if we could share our outcome 😉
Nico

[vpuente]

@nico65847592081  Sure, feel free to reach out to me around the first of may

[Chai Maddula]

Dear @ersureshbe  
The Functional architecture diagram looks great, thanks for sharing. is there any source we can find in ServiceNow repository and also latest architecture as per new release features>