Telecommunications Service Operations Management (TSOM) release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of Telecommunications Service Operations Management (TSOM) Australia Release Notes

    The ServiceNow® Telecommunications Service Operations Management (TSOM) application enhances visibility into network infrastructure, ensuring data accuracy and delivering more reliable telecommunications services. It supports proactive issue detection, reduces downtime risk, and enables faster, data-driven decision-making. The Australia release introduces several improvements and new features that expand SD-WAN visibility, optimize API usage, and enhance fault and metric management, particularly for Mobile Private Networks (MPN).

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    Key Features

    • SD-WAN Discovery and Monitoring: New Telecom Discovery connectors for Cisco Meraki and Fortinet FortiManager provide comprehensive SD-WAN visibility. These include support for switch stacks, card models, and lifecycle attributes, alongside intelligent event categorization and KPI aggregation.
    • API Call Optimization: Granularity and schedule window controls for Meraki and Fortinet pull connectors reduce API call volume and better align data sampling with source system capabilities, preventing unsupported metrics collection schedules.
    • Metric Aggregation and Custom KPIs: Users can define custom KPI calculations via the TSOMMetricAggregator scripted extension point, combining raw and transformed metrics with temporal and spatial aggregation.
    • MPN Support and Data Modeling: Introduction of new CMDB CI classes and relationships for MPN infrastructure allows modeling of physical hardware and virtual network functions (e.g., UPF, UDM, 5G core). Elastic connectors enable fault alarm and flexible metrics collection from MPN Elastic indexes.
    • Network Packet Broker Modeling: New CMDB class for network packet brokers supports accurate representation of devices that manage and distribute network traffic to monitoring tools.
    • Enhanced Connector Flexibility: Per-connector validation, allowlists for scoped polling, and scripted extension points to customize Fortinet license expiration storage improve connector management and data integrity.
    • AI Experience Update: The ServiceNow AI Platform introduces three licensing tiers (Foundation, Advanced, Prime) providing varying levels of AI features, from basic insights to autonomous AI agents, with ServiceNow Otto branding reflecting the new AI experience.

    Key Outcomes for ServiceNow Customers

    • Improved Network Infrastructure Visibility: Enhanced discovery and modeling capabilities for SD-WAN and MPN environments allow customers to maintain a more accurate and comprehensive CMDB, supporting better operational decisions.
    • Optimized Data Collection and Processing: Granularity controls and pagination in pull connectors reduce unnecessary API traffic and ensure complete data retrieval, improving performance and data freshness.
    • Proactive Issue Detection and Resolution: Integration with Event Management and expanded fault monitoring capabilities enable faster identification and remediation of network issues.
    • Customizable Metrics and KPIs: The ability to define tailored KPI calculations helps customers align monitoring with business objectives and gain deeper insights.
    • Flexible Deployment and Licensing: Clear activation steps via ServiceNow Store and updated AI licensing tiers allow customers to select features that best fit their operational needs.

    Activation and Plugin Information

    TSOM applications and plugins must be requested and installed through the ServiceNow Store. The Australia release introduces new plugins for TSOM Event Management Connectors and Core features. Some existing plugins have been renamed to reflect expanded SD-WAN capabilities. Customers should verify their entitlements to access specific features.

    The ServiceNow® Telecommunications Service Operations Management application provides visibility into network infrastructure to help maintain data accuracy across systems and deliver more reliable services. It supports proactive issue detection, reduces downtime risk, and enables faster, data-driven decisions.

    Telecommunications Service Operations Management highlights for the Australia release

    Australia Patch 5
    • Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
    Australia Patch 4
    • Reduce API call volume and enforce per-API scheduling constraints for Meraki and Fortinet pull connectors with new granularity and schedule window controls.
    • Define custom KPI calculations on top of raw metrics using the metric aggregation scripted extension point.
    Australia Patch 1
    • Gain comprehensive SD-WAN visibility with new Telecom Discovery connectors for Cisco Meraki and Fortinet FortiManager.
    • Extend discovery pattern capabilities with support for switch stacks, card models, life-cycle attributes, and improved error handling.
    • Monitor SD-WAN health in real time with new Telecom Event and Metric connectors that enable intelligent event categorization, correlation, and KPI aggregation.

    See Telecommunications Service Operations Management for more information.

    Important:
    Telecommunications Service Operations Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    Australia Patch 4
    Granularity support for pull connectors
    Configure granularity and polling schedule constraints on Meraki and Fortinet pull connector instances to reduce API call volume and align data sampling with source system capabilities. Per-connector validation prevents unsupported values for metrics collection schedules and granularity windows. For valid values per connector and API type, see Pull connector granularity constraints.
    Discover VeloCloud SD-WAN inventory from both Partner (MSP) and Operator accounts
    The Service Graph Connector automatically detects whether the supplied credentials belong to an Enterprise Proxy (partner) account or a direct operator account. The same scheduled import works for either topology without configuring the discovery mode.
    Pagination for Meraki metrics requests
    Meraki pull connector metrics requests now follow API pagination links automatically. This verifies complete data retrieval for large organizations.
    Metric aggregation scripted extension
    Define custom KPI calculations on top of raw metrics using the TSOMMetricAggregator scripted extension point. Formulas can combine raw and transformed metrics, apply temporal aggregation operators (avg, max, min, p95) and spatial aggregation across matching resources, and attach user-defined labels to calculated KPIs.
    Australia Patch 3
    Elastic connector for MPN alerts
    Collect fault management alarm data from a Mobile Private Network (MPN) Elastic index and forward events to Event Management by configuring a connector instance.
    Elastic connector for MPN metrics
    The MPN connector now supports flexible metrics collection and network-level aggregation for MPN environments.
    MPN data model
    Model your MPN topology in the CMDB with new CI classes and relationships for physical hardware and virtual network functions. The expanded data model captures connectivity between physical objects (servers, firewalls, and appliances) and virtual network functions (UPF, UDM, and 5G core functions). MPN infrastructure can be represented, related, and reported on alongside your telecom service operations data.
    Network Packet Broker CI class
    Model network packet broker devices in the CMDB with the new Network Packet Broker class (cmdb_ci_network_packet_broker), a child of Telco Equipment (cmdb_ci_telco_equipment). Network packet brokers sit between network TAPs or SPAN ports and your security and monitoring tools. They aggregate, filter, and distribute traffic so each tool receives only the data it needs. Example devices include the Iris Packet Broker IPB220 and IPB420, and APCON IntellaFlex XR monitoring switches.
    Bind MPN metrics to configuration items automatically
    The MPN pull connector now ships with a preconfigured event field mapping rule that binds collected metrics to CMDB configuration items automatically. The rule uses a scripted extension to resolve the CI from event fields such as name, distinguished name, serial number, and hardware ID.
    KPI aggregation capability
    Use the Formula Engine to process raw KPI formulas into formatted expressions. The expressions are stored in the Formatted KPI Formula field and validated for balanced parentheses before the metric calculation engine references them.
    Australia Patch 2
    Customize Fortinet license expiration date storage using scripted extension points
    By default, the Fortinet SD-WAN connector stores license expiration dates as separate CI key value pairs per device. You can override this behavior and implement alternative storage logic by using a scripted extension point.
    Configure allowlists to scope connector polling
    Limit polling to specific organizations or ADOMs through allowlists on connector instances for Cisco Meraki and Fortinet.
    Australia Patch 1
    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets, and create your own

    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    Changed in this release

    Australia Patch 4
    Now LLM service deprecation
    The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.
    SD-WAN Discovery connectors
    Enable comprehensive SD-WAN visibility by using new Telecom Discovery connectors. Standardize data processing through the SD-WAN Data Model integrated into the Telecom Discovery Builder Framework ETL pipeline.
    Discrepancy identification – types of discrepancies
    Enhance discovery accuracy and data quality with SD-WAN-specific discrepancy audits that validate discovery results against the CMDB. Reconcile discrepancies manually or automatically using the remediation engine. When the audit detects a newly discovered CI not present in the CMDB, a single follow-on task is created at the equipment level for resolution.

    Activation information

    Install Telecommunications Service Operations Management (TSOM) applications and plugins by requesting them from ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Plugin information

    New plugins
    The following plugins are new in Australia:

    • TSOM Event Management Connectors (sn_tsom_em_conns): TSOM Assurance Connectors for events and metrics

    • TSOM Event Management Core (sn_tsom_em_core): TSOM Assurance Core features

    Renamed or changed plugins

    The following plugins were renamed or changed in Australia:

    Service Graph Connector for Fortinet (sn_tsom_fortinet_connector):The application has been renamed to Service Graph Connector for Fortinet Telco SD-WAN.

    Service Graph Connector for VeloCloud (sn_tsom_vcloud_connector):The application has been renamed to Service Graph Connector for VeloCloud Telco SD-WAN.

    Service Graph Connector for Meraki (sn_tsom_meraki_connector):The application has been renamed to Service Graph Connector for Meraki Telco SD-WAN.

    Related ServiceNow applications and features

    The ServiceNow®ITOM AIOps application includes the ServiceNow® Event Management and ServiceNow® Metric Intelligence applications, which help you track and maintain the health of services in your organization.