The Australia release brings AI intelligence across the telecommunications service lifecycle. New innovations span service management, order fulfillment, and network operations—giving teams AI-powered workspaces for faster service and dispute resolution, connected order-to-project delivery for complex solutions, and intelligent network monitoring with SD-WAN discovery, event correlation, and metric intelligence.
Together, these innovations help Communication Service Providers prevent churn, accelerate resolution times, and scale operations on the ServiceNow AI Platform—protecting revenue while reducing operational costs through intelligent automation.
Let's take a closer look at what's new across each product area.
Telecom Service Management (TSM)
The Australia release brings new TSM innovations purpose-built for Communication Service Providers managing complex customer relationships across service, support, and billing. Together, these capabilities help teams resolve disputes faster, deliver consistent customer experiences, and maintain regulatory compliance—all within the ServiceNow AI Platform.
New capabilities include:
- Telco Customer 360 is an AI-powered workspace that consolidates customer data from sales, service, support, and network systems into a single unified view. It gives agents complete customer context without switching between multiple systems, surfaces AI-driven insights and recommended actions, and embeds order and service workflows so agents can take action without leaving the workspace. The workspace is configurable by persona, so Tier 1 agents see different tiles and metrics than Tier 2 specialists—everyone gets exactly what they need to resolve customer issues faster.
- Alternative dispute resolution workflow provides structured, auditable workflows for managing customer escalations that require regulatory compliance. It guides teams through formal dispute processes—from initial escalation capture through investigation, decision-making, and final resolution—with built-in compliance safeguards and AI-powered analysis. Every step is documented automatically, creating complete audit trails that stand up to regulatory scrutiny while accelerating resolution times.
Now Assist for TMT also inherits all the releases for AI Agents for Customer Service Management. See our Now Assist Customer Service Management section for more details.
Sales CRM for Telecom
The Australia release brings new Sales CRM for Telecom innovations purpose-built for telecommunications operators managing order fulfillment for complex custom deployments. This capability helps teams execute high-value orders on time and scale fulfillment without coordination chaos.
New capabilities include:
- Sales CRM for Telecom–SPMT integration for complex solutions connects Sales CRM for Telecom with Strategic Portfolio Management for Telecom (SPMT) to execute complex custom orders that require coordination beyond standard catalog fulfillment. The integration automatically triggers cost and feasibility assessments for bespoke orders to accelerate deal closure, tracks blockers, priorities, and custom tasks throughout delivery so teams can execute orders on time, and boosts revenue and margins by making complex custom orders executable at scale. Sales and fulfillment teams get end-to-end visibility and coordinated execution from a single unified view.
Telecom Service Operations Management (TSOM)
The Australia release extends TSOM with comprehensive SD-WAN capabilities and foundational assurance enhancements that help you discover faster, respond smarter, and operate with confidence—all unified on the ServiceNow platform.
New capabilities include:
- SD-WAN Discovery automatically identifies and maps your entire SD-WAN infrastructure across Fortinet FortiManager and Cisco Meraki controllers. It uses an extensive SD-WAN data model built into the Telecom Discovery Builder framework to populate your CMDB with accurate topology, device configurations, and network relationships. Purpose-built discrepancy audits catch configuration drift before it becomes a problem—and self-service, no-code discovery tools let you extend visibility to new SD-WAN vendors faster.
- SD-WAN Event Management transforms thousands of controller events into actionable insights through intelligent correlation and noise reduction. It collects events in real time from Fortinet FortiManager and Cisco Meraki controllers, categorizes them into specific operational groups, and uses scripted extension points to map event severity and generate correlation IDs that suppress or compress related events. The result is a clean alert stream that shows your teams only the incidents that need attention.
- SD-WAN Metric Intelligence turns raw performance data into actionable KPIs through automated aggregation and ensures data continuity with metric recovery frameworks. It collects performance metrics in real time, aggregates them against corresponding configuration items to generate business-relevant KPIs, and automatically recovers missing metrics after controller disconnects. Teams see performance trends in the Service Operations Workspace dashboard and can proactively monitor performance and SLA compliance.
- Telecom Assurance enhancements provide foundational frameworks that strengthen event and metric processing across all TSOM network domains. These enhancements deliver an event category framework for organizing events into operational groups, scripted extension points for custom severity mapping and correlation logic, a metric aggregation framework for generating KPIs from network topology, and a metric recovery mechanism for preventing data gaps. These building blocks let you customize assurance workflows for any telecom technology across your entire network infrastructure.
For an in-depth look at these new capabilities and other release updates, be sure to check out the Australia release notes for TMT.
