The latest ServiceNow Yokohama release introduces several exciting innovations for Communication Service Providers (CSPs) looking to harness the power of AI and automation to grow revenue, automate operations, manage infrastructure, and supercharge experiences.
Before we get started, join our telecom product experts as they unpack the latest innovations in our LIVE Webinar– Discover What's New: ServiceNow Yokohama Release for Telecom on March 27, 2025. Register here.
First, we're excited to introduce AI Agents for Telecom. These AI agents revolutionize how CSPs approach integration, onboarding, and productivity. New AI Agent capabilities include:
- Test and repair for Customer Service Problem Management autonomously diagnose and resolve service issues.
- Service Bridge Mapping auto-generates mappings between instances, making integrations faster and smoother for both providers and consumers.
- Test summarization extension for Customer Service Problem Management automatically generates explanations and contextual notes from complex test results.
- Case summarization for Customer Success quickly generates summaries across engagements, onboarding cases, touchpoints, success cases, and internal plays.
Telecom Service Management (TSM) delivers innovations for Customer Success and Service Bridge to create frictionless experiences across onboarding, service, delivery, support, and success. New TSM capabilities include:
- Health and Risk Frameworks for Customer Success monitor engagement health and proactively address risks with recommended plays to reduce churn.
- Remote Catalog Client Transcript for Service Bridge improves and validates catalog request data for faster and more accurate fulfillment.
In Telecom Service Operations Management (TSOM), we introduce TSOM Visibility, a comprehensive solution that automatically discovers and reconciles network, IT, and cloud resource information and their hierarchies. With TSOM Visibility, CSPs gain an accurate view of their network resources, leading to reduced downtime, significant cost savings, and enhanced service quality. Ultimately, this boosts network reliability, performance, and service experience. New TSOM capabilities include:
- Patterns based Telecom Discovery connects directly to network elements and automatically maintains accurate network data.
- Service Graph Connector Telecom Discovery leverages out-of-the-box network discovery, reducing integration costs and speeding time to value.
- Telecom Reconciliation automatically identifies, analyzes, and reconciles the CMDB and network data discrepancies.
- For more insights, check out our demo on TSOM Visibility, click here
Next, we're excited to launch our newest product called Strategic Portfolio Management for Telecommunications (SPMT). This product expands upon ServiceNow Strategic Portfolio Management and brings with it purpose-built templates uniquely designed for the telecom industry. Now CSPs can better align strategy and execution across the end-to-end service lifecycle. Along with ServiceNow’s assistive AI Agents, SPMT helps deliver business outcomes with confidence, accelerate business value faster, and deliver better customer experiences. New SPMT capabilities include:
- Private 5G construction template accelerates private 5G deployments with a purpose-built project management framework.
- Fiber broadband rollout template optimizes the deployment process and reduces operational delays.
- For further insights on SPMT, explore our detailed blog post
Lastly, Telecom Network Inventory (TNI) adds several innovations that streamline network activities, reduce operational costs, and enhance customer experiences. New TNI capabilities include:
- Design & Assign Playbook Experience streamlines service resource design and assignment for a seamless experience.
- Network Site User Interface visualizes network problems on a map for quicker response times.
- Enhanced Change Management: Multimodal creates customer-defined naming for change management status.
For a more detailed explanation of these new capabilities, check out the Yokohama release notes for TMT.
With so many new innovations for CSPs, we’re curious. Which new Yokohama innovation are you most excited about? Drop us a comment below!
