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Welcome to ServiceNow® Telecommunications Service Management Are you ready to start your TSM implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started! |
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Guide Overview Here’s an overview of the topics we will cover in the guide:
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Start by familiarizing yourself with TSM TSM unites telecom service and operations on a single platform. It comes with applications and capabilities that deliver better experiences while improving profitability and operational efficiency for your telecom operations. You can get an high-level overview of TSM in its product page and datasheet, . You’ll also find links to product documentation for selected applications and capabilities in the box on the right. However, you don’t need to implement everything at the start. Here are the key TSM capabilities to focus on first:
The An Overview of ServiceNow for Telecommunications on-demand course provides a comprehensive overview that describes our offerings and illustrates how ServiceNow for Telecommunications helps your customers. If you are new to ServiceNow, we also strongly recommend that you take this very short Get Started with the Now Platform course to learn the platform basics. If you want a deeper dive into using the Now Platform, a longer ServiceNow Fundamentals course is also available.
Before you start to implement TSM, it’s critical to have a clear vision of what you want to accomplish. TSM allows you to deliver many positive business outcomes, and you can achieve all of this over time. However, by deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and tailor your initial implementation to realize these goals. |
TSM capabilities that scale with your business:
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Our Telecommunications Service Management can help you realize outcomes such as: Streamline operations – define and follow best practices with common patterns of interactions in your integrations, workflows, and catalog models consistently across all of your lines of business. Drive Revenue – with a catalog driven architecture you will readily deliver new technologies, rapidly launch new products and enable complex offerings to enable your business to adapt rapidly to changing market conditions. Reduce Operational Cost – with simplification, process visualization, process optimizer, and efficient workspaces with powerful dashboards your team will be able to hone in on problem areas and perform their functions rapidly and effectively across all lines of business.
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Chart a path to implementation Work with ServiceNow experts If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point. To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services. We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Co-Delivery service offering. For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation of TSM and achieving your goals. If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here. |
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Self-implementation Build your team’s skills If you are planning to self-implement, you need to give your platform team the skills they need to succeed. The best way of doing this is to become a certified ServiceNow professional. We offer several certification paths for different roles on your team. Check out the links below:
Make your implementation smooth and easy For a comprehensive implementation process framework that is proven to scale to the largest, most complex global deployments, check out our Success Packs on Now Create. Success Packs tailor our core Now Create methodology consisting of more than 700 leading practices to deliver business outcomes aligned with specific product sets. Here’s the Success Pack for TSM:
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Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, gain access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, check out these upgrade resources.
Pro Tip Stick to out-of-the-box ServiceNow functionality wherever possible when self-implementing. The process guides below provide detailed descriptions of “as designed” ServiceNow functionality for key TSM capabilities. |
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Prepare for organizational change To successfully deploy TSM, you need your business to understand and use TSM and recognize its benefits. To do this, you need to communicate what’s changing and why to both your end users and service desk agents. You also need to ensure that your agents are trained on ServiceNow TSM. This webpage provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice. The following courses are a great starting point for training your agents and other TSM process users: |
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Bookmark these resources! ServiceNow Customer Success Center -- The CSC is a one-stop shop that gives you instant access to proven methodologies, leading practices, and expert insights and advice. NowSupport -- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience. Read more here on how to use support. |
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