Telecommunications Australia Store Release: What's New in Telecom Products

Rahul dev2 · 2 hours ago

Hi Community,

Here's what's new in the Australia Store Release for Telecom that spans across TNI, TSOM, TSM, and SOMT.

What's New

Telecommunications Network Inventory (TNI)

Remote Hands Request Management
Remote Hands enables your customers to request services for their equipment housed in your datacenters. As an independent plugin, it connects customers with onsite agents who handle remote hands requests allowing them to seamlessly submit and track service requests directly through the ServiceNow Customer Service Management (CSM) portal, eliminating the need for phone calls, emails, or site visits. Customers can request Power Usage Enquiries, Equipment Installation, Equipment Restart, or select Other Remote Hands to describe a custom need in the Additional Information section. Remote Hands Agents can review submitted requests and update the corresponding case records directly from the CSM/FSM Configurable Workspace.
AI Agent: Remote Hands Request Summarization
Remote Hands Request Summarization is a Now Assist capability that generates a contextual summary of a Remote Hands case by combining current case data with insights from similar historical cases. Remote hands agents can trigger the summary by selecting the Summarize option from either the Remote Hands Case table or the CSM/FSM Configurable Workspace. The summary is organized into three sections: Case Overview , Case Details, and Related Case Summary. This capability is available in both the CSM/FSM Configurable Workspace and Core UI.

Telecommunications Service Operations Management (TSOM)

SD-WAN Discovery
TSOM ships with out-of-the-box telecom discovery connectors for the SD-WAN domain. You can discover and map your entire SD-WAN infrastructure across Cisco Meraki and Fortinet FortiManager deployments, and extend coverage to new vendors using self-service, no-code discovery tools built on the Telecom Discovery Builder Framework. The release also includes a purpose-built SD-WAN Discrepancy Audit that detects configuration drift before it impacts customers.
SD-WAN Event Management
TSOM correlates SD-WAN events in real time across Cisco Meraki and Fortinet FortiManager to surface critical issues faster. Rather than reviewing isolated alerts, operations teams see correlated event groups, which speeds up incident resolution. An event category framework and scripted extension points allow you to tailor severity mapping and event correlation ID generation to fit your operations.
SD-WAN Metric Intelligence
TSOM collects SD-WAN performance metrics in real time from Cisco Meraki and Fortinet FortiManager, including packet loss, latency, jitter, and link status. Metrics are automatically aggregated into KPIs so teams can spot service degradation before it affects customers. If the SD-WAN controller disconnects, a built-in Metrics Recovery mechanism backfills missing data, so you never lose performance history.

Telecommunications Service Management (TSM)

Telecommunications Customer 360
The new Telecommunications Customer 360 workspace gives customer service agents a complete, real-time picture of every customer in a single view. It combines customer profile, interaction history, billing status, active products, and NPS and CSAT scores, and it integrates directly with order and incident workflows. AI agents analyze the customer’s situation automatically and surface relevant recommendations, so agents spend less time searching and more time resolving.
Alternative Dispute Resolution (ADR) workflow
TSM includes a structured Alternative Dispute Resolution workflow to help telecom providers manage regulatory compliance cases end to end. Agents use the ADR workspace to review interaction history, link relevant records, and progress the case through intake, investigation, resolution, and closure stages. Now Assist generates AI-powered investigation summaries and deadlock letters, ensuring compliant and auditable closure of escalated disputes. The ADR workflow is included in TSM Pro and Enterprise; AI-generated content requires Now Assist for CSM.
AI Agent - Comprehensive summary of linked records
Generate a comprehensive summary of the service problem case records that you have linked to the Alternative Dispute Resolution (ADR) case.
AI Agent - Deadlock letter draft generation
Generate a deadlock letter for an ADR case.
AI Agent - Generate ADR resolution notes
Generate the resolution notes for an ADR case.
AI Agent - Sentiment analysis
Generates the requester's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment to link the cases on the ADR case.

Sales and Order Management for Telecommunications (SOMT)

Move Orders
Previously, moving a service from one location to another required creating two separate orders — a deactivation at the old address and a new activation at the new address — which caused service downtime and duplicated operational work. SOMT now handles this as a single Move Order. The system identifies the customer’s active product inventory, captures the new service location, and then automatically triggers the necessary deactivation and activation steps.
Task plan templates driven order fulfillment
A no-code approach in ServiceNow® allows customers to create task orchestration workflows using task plan templates. It provides an alternate to the flow designer approach allowing business users to take ownership of the fulfilment journey.
AI Agent - Order Enrichment
Assist customer to collect customer order information, identify if the order needs enrichment, and create enrichment tasks.
AI Agent - Order Fulfillment
Analyses historical data from similar orders to identify and retrieve the tasks required to fulfil each Domain Order. Assists in creating order tasks for each domain order either using AI search or using GAF framework to determine order tasks.
AI Agent - Move order Voice
Assist the customer to automatically create a customer move order capture journey.

For a full overview, check out the Australia release notes for TMT.

What's next?

We’re always looking for ways to improve our documentation to better support you and keep you informed about the latest features. Our latest updates bring more clarity, visuals, and interactivity to enhance your learning experience. Here’s a quick overview of what's new:

📖 39 new topics to our TMT documentation.

🖼️  1 fresh infographic to make learning easier. 

We're already working on some exciting documentation updates for future releases. If you have feedback or suggestions on how we can further improve our documentation, drop us a comment below! 

Explore the Australia TMT documentation today!