Upgrading from CSM to TSM

[RoseL]

Hi community,

We have a customer currently using CSM, but given their background, the TSM industry solution has some features that they see as valuable and are now considering upgrading to the TSM solution. 

However, I think I read an article once saying that the two modules can't 'co-exist' and there is no easy way to 'upgrade' from CSM to TSM. The customer basically needs to start fresh. But not sure if that's true or still true? Can anyone share some guidelines here? 

#CSM #TSM

Thank you!

[SANDEEP DUTTA]

Hi @RoseL ,

TSM is tailored to meet the specific needs of telecom companies.  For example, TSM includes functionality for managing network outages and service disruptions, tracking service level agreements (SLAs) for network performance, and managing the provisioning of telecom services.

So if you see value for some few of features which comes with TSM in CSM, then you should talk to Your ServiceNow Account Executive assigned for your company to check how this could be made available for you with those features.

[SrdanMatijevic · Accepted solution]

TSM encompasses CSM and adds more functionalities (applications/plugins). While some process changes might be needed since there are new capabilities available and you want to get the value out of the TSM licences, there are no technical requirements for that.

[RoseL]

Thanks Sandeep and SrdanMatijevic!

Checked with the ServiceNow representative, looks like the upgrade is just a license update but doesn't mean to build everything all over again. 

If I want to try out the TSM features in my PDI, are there any specific plugins that I need to install? Right now, I don't seem to find anything related to TSM. Would be great if you can shade some lights here. Thanks!

[SANDEEP DUTTA]

Hi @RoseL ,

I believe i have answered your query too along with @SrdanMatijevic , kindly mark the responses accordingly.

Yes, there are specific Plugins for TSM which you can install on PDIs are following :

Telecom Orders Management > Order Management for Telecom, Media and Tech : sn_om_tmt

For incident management > Proactive Service Experience Workflows :sn_ind_tsm_sdwan

Telecom Service Operations Core :sn_tsom_core

Strategic Portfolio Management for Telecom Project Templates : sn_strg_prtf_mgmt