Telecommunications, Media, and Technology (TMT)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Telecommunications, Media, and Technology (TMT)

    The ServiceNow® Telecommunications, Media, and Technology (TMT) solution is designed to unify customer care, order management, network operations, and partner ecosystems on a single AI-powered platform. It targets service providers and technology companies, enabling them to modernize operations, scale effectively, and leverage the expanding "everything-as-a-service" market. The platform streamlines complex workflows, automates processes, and enhances service delivery across interactions involving customers, networks, and partners. It integrates legacy systems and supports real-time network inventory management while coordinating multifaceted processes.

    Show full answer Show less

    Key Features

    • Telecommunications Service Management (TSM): Breaks down legacy system silos using AI to connect service and network operations, accelerating adoption, lowering operational costs, and improving customer loyalty.
    • Technology Provider Service Management (TPSM): Automates workflows for technology providers, reducing contact center volumes, boosting agent productivity, and supporting as-a-service business models to drive growth and reduce costs.
    • Sales CRM for Technology Providers: Unifies sales, order management, and post-sales services on one platform, enabling rapid service definition, accurate order capture, and automated fulfillment to reduce costs and enhance retention.
    • Developer Reference TMF APIs: Provides Open Digital Architecture-aligned REST APIs for seamless integration across TMT solutions, facilitating extensibility and interoperability.

    Key Benefits

    • Reduced operational costs via process automation and system consolidation.
    • Accelerated time-to-market with prebuilt workflows for service activation and order management.
    • Enhanced customer experience through real-time visibility, intelligent alerts, and proactive issue resolution throughout the customer lifecycle.
    • Improved agent efficiency with comprehensive system visibility enabling first-contact resolution and fewer escalations.

    Additional Capabilities and Resources

    The TMT suite includes applications for network inventory management, service operations, portfolio planning, field work, and order management. Customers can access extensive learning materials, release notes, best practices, and community support through ServiceNow University and the ServiceNow Community. These resources assist in implementing and optimizing TMT features tailored to telecommunications and technology provider needs.

    The ServiceNow® Telecommunications, Media, and Technology (TMT) unifies customer care, order management, network operations, and partner ecosystems on one AI-powered platform to modernize service provider operations.

    Built for service providers and technology companies, it enables businesses to scale and capitalize on the fast-growing "everything-as-a-service" opportunity. It streamlines complex processes, automates workflows, and improves service delivery across customer, network, and partner interactions.

    TMT brings together legacy systems, streamlines service fulfillment workflows through automation, enables real-time management of network inventory, and coordinates complex processes involving customers, the network, and partners.

    Key benefits
    • Reduce operational costs through process automation and system consolidation.
    • Accelerate time-to-market with default workflows for service activation and order management.
    • Improve customer experience with real-time visibility, intelligent alerting, and proactive issue resolution across the entire customer life cycle.
    • Improve agent efficiency with real-time visibility across systems that enables first-contact resolution and reduces escalations.
    Table 1. Solutions and benefits
    Solutions Overview Applications
    Telecom Service Management (TSM) Telecommunications Service Management (TSM) breaks down siloed legacy systems with a unified AI platform that connects service and network operations.

    Built with industry standards and AI capabilities, TSM enables faster adoption, reduces operational costs, and enhances customer loyalty for telecommunications providers.
    Additional capabilities Telecommunications applications that enable you to automate operations and manage your infrastructure include network inventory, service operations, portfolio planning, field work, ad order management.
    Technology Provider Service Management (TPSM) Technology Provider Service Management (TPSM) automates work for technology providers to reduce contact center volumes, boost agent productivity, and maximize customer lifetime value.

    By embedding continuous AI innovation across customer-facing and internal workflows, TPSM enables as-a-service business models that accelerate value, fuel growth, and reduce costs.
    Additional capabilities Sales CRM for Technology Providers unifies sales, order management, and post-sales services on a single platform. Define new services quickly through catalog-driven orchestration, capture orders accurately, and automate fulfillment to reduce costs and improve customer retention. Sales CRM for Technology Providers

    Developer reference

    TMF APIs for TMT Open Digital Architecture-aligned REST APIs available across TMT solutions — a shared API surface for integrations. Browse APIs by product

    Additional resources