Communications service providers (CSPs) are under a lot of pressure. They need to exceed rising customer and employee expectations, fight back disruptive competitors, and pivot to the delivery of high-growth services and technologies like 5G and software-defined networking (SDN).
Recent events with COVID-19, have put significant pressure on service providers. CSPs are focusing more on building network resiliency and looking at how COVID-19 will affect their planned investments on 5G. To act quickly and with agility in resolving these challenges, they need to digitize processes, strengthen their operational resiliency, deliver exceptional customer and employee experiences, and improve productivity.
With the ServiceNow platform, CSPs can achieve major gains in both areas. The platform enables CSPs to connect disparate systems to improve the line of sight into potential problems, enabling better communication across teams and with customers around outages and service degradation. Employees share a comprehensive, single view of customer data, simplifying service delivery.
Introducing ServiceNow Telecommunications Service Management
ServiceNow Telecommunications Service Management (TSM) is purpose-built for the Telecommunications industry to help digitize processes, enhance customer care, and improve workforce productivity while reducing the cost to serve. With real-time visibility and end-to-end service assurance, CSPs arm employees with insights to take proactive actions and deliver better customer experiences. The product includes all the capabilities of Customer Service Management Professional along with additional telco focused capabilities.
eBonding for Telecommunications
Many CSPs are delivering services to enterprise customers. ServiceNow serves about 42% of the global 2000 largest companies, to provide efficient and seamless services to enterprise customers, we are offering a new feature in our Telecommunications Service Management product called eBonding. In short, CSPs can connect their ServiceNow instances with their Enterprise customers ServiceNow instances, creating a seamless, connected workflow from telcos to the enterprise customers. eBonding is more than just a case synchronization.
Firstly, it allows CSP’s to publish their service catalog seamlessly to the ServiceNow instance of the enterprise customer, so the enterprise customers can now see a list of services provided by the service provider within their own instance in a seamless experience. Once the service catalog is published, enterprise customers can now make requests or cases against the service offered by the service provider. These cases then seamlessly get integrated and created into the service providers instance of ServiceNow so they can assign agents and employees to work against. The bi-directional synchronization of status between the two instances with eBonding, service providers can improve customer satisfaction and retention by accelerating time to value, increasing stickiness, and experiences while lowering development and maintenance costs.
Telecommunications Assurance Workflows
Telecommunications Assurance Workflows are pre-built, best practice workflows for common network incidents and service changes. Each workflow initiates upon creation of an incident. These workflows could be triggered by an incident from Event Management, from external third-party Network Monitoring Systems (NMS), or from operator-initiated action. Workflows include:
- WAN Link Failure
- Device Failure
- Protocol Failure
- Soft-WAN Link Failure
- Software Failure
TSM is shipped with the required data model extensions along with the workflows for the above use cases. Employees can get clear visibility into their tasks and the status of incidents across departments; managers get visibility over their team’s business processes and insights on how to improve these processes over time. Additionally, by following standard processes inside workflows, the ability to demonstrate compliance to regulation is simplified.
These workflows may trigger other fulfillment tasks, including Cases, Changes, Problems, and Work Orders (Field Service Management required).
Introducing ServiceNow Telecommunications Network Performance Management
Telecommunications Network Performance Management (TNPM) includes features of Event Management and Operational Intelligence. These features use the power of AIOps to turn huge numbers of incoming events into actionable alerts—cutting through the noise, pinpointing service issues, and helping to rapidly identify and remediate the root cause. Unlike legacy event management systems which are static, and rule-based, TNPM applies machine learning and advanced analytics to correlate events, adapting automatically to rapidly evolving virtualized and cloud environments.
Learn More
Tune into the Paris launch broadcast on October 6 to learn more about Telecommunications Service Management and Telecommunications Network Performance Management!
You can read more about these new capabilities in the product documentation. To find out more about the Telecommunications Service Management and Telecommunications Network Performance Management please reach out to your ServiceNow account executive.
P.S. Did you attend Knowledge 2020 Digital Experience? If not, or if you want to check out the content you might have missed, head for the Telecommunications channel and binge-watch sessions, demos, and other content. A ServiceNow login is required to view content.
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