With the Vancouver release, Communication Service Providers can accelerate growth with ecosystem agility
It’s no secret that telecom providers face increasing challenges in today’s digital era – from navigating the complexities of 5G and IoT to meeting the ever-increasing demands for connectivity and customer experience. While balancing the need for speed, reliability, and security, telecom providers also need to streamline their manual, complex processes, enhance efficiency and reduce costs. Fueled by this necessity for constant innovation and differentiation, telecom providers are looking to transform their operating models to deliver exceptional customer experiences.
The Vancouver release for Telecom is packed with exciting new features and enhancements that empower Communication Service Providers (CSPs) to accelerate growth with ecosystem agility, launch services faster, and deliver next-level operational efficiencies with streamlined processes. Let's dive into the key features introduced in each module:
5G services
The ability to offer customized network slices to customers with latency, reliability, scalability, and resilience is a major driver for 5G investment and roll-out globally. In the Vancouver release, ServiceNow’s 5G mobility services help monetize (service creation, ordering, and fulfillment) 5G enterprise and consumer slices, enabling operators to quickly launch complex services. CSPs can utilize pre-defined 5G NeST models for eMBB, uRLLC mMTC to provide differentiated services while integrating with a fulfillment platform using a standards-based service order API.
5G service lifecycle management
Telecommunications Network Inventory (TNI) Enhancements
In the Vancouver release, TNI brings significant feature enhancements that enable CSPs to redefine their service experience:
- Model and manage 5G RAN and Core Inventory functions, aligned with 3GPP industry standards. We’ve introduced several new Configuration Management Database (CMDB) classes to support physical radio network equipment, as well as out-of-the-box 5G network models for guidance.
5G network functions
- Circuit user interface provides a user-friendly visual representation of the circuit to manage and visualize logical and physical circuit details and connectivity. This helps agents to better understand circuit networks and easily troubleshoot issues with Circuit Network Layout, a powerful single pane, drill-down display of end-to-end circuit view.
Circuit diagram user interface
- Packs and parameters allows users to create distinct attribute lists which can be applied to a subset of inventory. System administrators can now create individual, targeted lists (packs) of attributes (parameters) and relate them to a subset of CIs in a class.
Inventory pack and parameters
- Extend TNI number management capability to support telephone and IP address block management. This is key for UCaaS and VOIP services to enable “telephony” services and ensuring allocation of unique numbers can be done as part of service design and assign.
Allocate telephone number
- Integration with Hardware Asset Management utilizes accurate inventory life cycle information to accurately track network assets, improving order management, assurance, and care.
Equipment purchase request
Telecommunications Service Management (TSM) Enhancements
TSM introduces new features in the Vancouver release that modernize agent experience, and enhance scalability and ease of use.
- Now Assist for Telecom is leveraging Generative AI that instantly creates a summary of the work notes. This summary reflects the complete life-cycle of the case, including back-and-forward dialog via portal comments.
Rapidly generate summaries for cases
- Account Lifecycle Events Onboarding provides a structured, repeatable, and transparent onboarding experience for customers and stakeholders. A playbook-driven experience, as well as a simplified experience for importing, staging, adjusting, and publishing account data, improves customer onboarding experience at a lower cost to the provider.
New Account Onboarding
- Proactive Service Experience Workflows for change help CSPs understand the impact and proactively notify customers affected by planned maintenance events. Changes occur frequently and can have a tremendous impact on customer service. Transparent, bidirectional communication ensures customers can plan accordingly when a change is coming, maintaining a high level of customer service and satisfaction.
Manage network change for impacted customers
Order Management for Telecommunications (OMT) Enhancements
The OMT module in the Vancouver release enhances the overall order management experience by providing improved performance and additional ways to manage, prioritize, and fulfill orders at scale:
- Jeopardy Management proactively manages risk during the order fulfillment process, minimizing potential disruptions and avoiding penalties. Fulfillment managers can now proactively identify order tasks that are falling behind schedule and prevent them from putting fulfillment SLAs at risk improving customer satisfaction.
Order and order task jeopardy visibility
- Integration with Strategic Portfolio Management (SPM) delivers clear visibility and control of complex order fulfilment process along with associated project management activities. This integration helps CSPs effectively prioritize and manage orders, optimizing efficiency and customer satisfaction.
Project visibility of complex order
- Integration with Field Service Management (FSM) integrates customer order with field service management, enhancing service delivery and customer experience.
Field service dispatcher workspace
The Vancouver release for Telecom empowers CSPs to streamline their operations, increase agility, and deliver a superior customer experience. As a leading service provider for global telecom providers, ServiceNow understands the importance of delivering exceptional experiences at scale while minimizing costs. To learn more, visit our Telecom page.
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