If you miss any content, please leave it as a comment and I will add it to this article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Telecommunications, Media, and Technology?
ServiceNow's Telecommunications, Media, and Technology (TMT) product suite is an integrated collection of industry-specific solutions designed to unify customer care, operations, order management, and partner ecosystem management for organizations operating in these sectors. Built on the ServiceNow AI-powered platform, the suite leverages automation and cloud-native architectures to streamline complex business processes, enable proactive self-service, increase operational efficiency, and optimize service delivery across network, customer, and partner interactions. By consolidating disparate legacy systems, managing network inventory, orchestrating service fulfillment, and supporting scalable digital transformation with out-of-the-box processes and real-time visibility, the TMT product suite empowers service providers and technology companies to reduce costs, accelerate innovation, and deliver superior customer experiences within converged networks and hybrid environments.
Entry point to the official product documentation
Recommended Implementation Sequence
Product specific guidance outlining which products to implement through the Foundational, Crawl, Walk, Run and Fly phases to ensure Customer Success.
Articles & Blog Posts
2025-01-31 by @Grace Petrucci
Enabling Service Automation with SOMT and Network Inventory Seamless Workflows
Services are the backbone of every Communication Service Provider's (CSP's) business. They drive the need for CSPs to evolve their network infrastructure, tools, and processes, enabling a complete end-to-end digital transformation. While digital transformation is often seen as a recurring process, it remains at the core of streamlining operational efficiencies. This requires re-architecting systems from the ground up, always with a focus on enhancing end customer satisfaction.
Service Bridge
ServiceNow's Service Bridge is an enterprise-grade solution designed to connect multiple ServiceNow instances, enabling seamless collaboration and workflow automation between service providers, consumers, and partners within a business ecosystem. By bridging separate tenant environments, Service Bridge allows organizations to share catalogs, synchronize tasks and incidents, and automate business processes directly across their respective ServiceNow platforms and eliminating the need for custom integrations or manual updates. Both providers and consumers benefit from rapid onboarding, real-time updates, and bi-directional data exchange, which streamlines incident management, case resolution, and service requests while ensuring data security and system independence.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file
Trainings
This course provides a comprehensive understanding of Service Bridge in ServiceNow, covering its role in connecting instances across consumers, providers, and partners. Participants will learn to manage authorized users, update remote catalogs, and use features like Remote Choice and Provider Tasks to enhance transparency and collaboration. The course also demonstrates how Service Bridge streamlines integrations and enables secure, efficient cross-instance workflows.
Service Bridge for Providers Essentials
Use the Service Bridge for Providers application to create and publish catalogs of services, receive, and fulfill requests generated from consumers, and establish integrations with consumer instances.
Service Bridge for Consumers Essentials
This course provides participants with a comprehensive understanding of the functionalities and capabilities of the Service Bridge application. Designed to enhance consumer-provider interactions and collaboration, this course equips learners with the knowledge and skills necessary to optimize engagement with service providers through streamlined processes and improved communication channels.
Videos
2025-05-25 by ServiceNow Community
Gain a comprehensive understanding of the ServiceNow Service Bridge architecture. This video reviews key components, data flows, and integration points that enable secure, scalable collaboration between customer and provider instances.
Proactive Service Experience Workflows
This product is designed to enable telecommunications, media, and technology service providers to deliver highly responsive, transparent, and automated customer service experiences by correlating network and service incidents with customer impact in real time, auto-generating cases for affected accounts, and facilitating targeted communication and escalation throughout the resolution process. By deeply integrating with the Service Operations Workspace and leveraging service-aware CMDB and predictive intelligence, this solution empowers support teams to proactively identify, notify, and resolve issues before customers report them, thereby reducing downtime, improving SLA adherence, and driving higher customer satisfaction while streamlining operational productivity through automation and a 360° view of customer and service data.
Entry point to the official product documentation
Summarized overview in one PDF file.
Provides detailed guidance on the way that ServiceNow intends the process to-be for TMT Proactive Service Workflows, formerly TSM Assurance Workflows.
Articles & Blog Posts
2025-05-25 by @AthiqullaA
Have you checked out the Proactive Service Experience Workflows (PSEW) Zurich docs?
We're excited to share what's new and improved in Proactive Service Experience Workflows for the Zurich release! The Proactive Service Experience Workflows assist your technical support teams in identifying affected customers, directly communicating with them, escalating cases when necessary, and automatically generating cases for quicker issue resolution.
Telecommunications Network Inventory
ServiceNow's Telecommunications Network Inventory is a cloud-based platform that enables telecom operators to consolidate and automate the management of their network resources, providing an accurate digital representation of both physical and logical network assets across the enterprise. The product offers end-to-end lifecycle automation for resources and services, supporting industry-standard CMDB data models for clear visibility, rapid service delivery, and proactive issue resolution. With AI-powered digital workflows and customizable workspaces, network engineers can efficiently design, build, and maintain equipment, circuit connectivity, and complex topologies while reducing operational costs and risk. This unified approach delivers a single source of truth for inventory operations, enabling companies to optimize network investments, streamline processes, and reliably manage resources such as telephone numbers, IP addresses, VLANs, and LAGs.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file.
Provides detailed guidance on the way that ServiceNow intends the process to-be for Telecommunications Network Inventory (TNI)
Trainings
Telecommunications Network Inventory (TNI) Essentials
Learn how to implement and administer the ServiceNow Telecommunications Network Inventory (TNI) application. Learners will discover the benefits and features of the Telecommunications Network Inventory (TNI) application. Additionally, they will apply what they have learned in hands-on lab exercises to fulfill multiple use cases.
Telecommunications Network Inventory (TNI) Implementation Bootcamp
This course provides a comprehensive guide to implementing TNI within the ServiceNow platform, featuring hands-on lab activities that enable practical application of the concepts learned.
Articles & Blog Posts
2025-10-24 by @YuriD
When to use TNI Attribute Pack vs Custom Columns on OOB CI tables
This article covers the concept and usage of TNI Attribute Packs. When to use packs versus custom columns on OOB tables, practical examples and implementer tips to keep models clean and upgrade-safe.
