--- sourceDocument: Australia Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/australia/telecom-media-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Telecommunications, Media, and Technology ft:clusterId : - telmt bundleId : - telmt workflow : - Customer and Industry --- # Telecommunications, Media, and Technology (TMT) # Telecommunications, Media, and Technology (TMT) {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 an AI-powered platform designed to unify customer care, order management, network operations, and partner ecosystems for service providers and technology companies. It modernizes service provider operations by streamlining complex processes, automating workflows, and enhancing service delivery across customer, network, and partner interactions. TMT integrates legacy systems, enables real-time network inventory management, and coordinates processes involving multiple stakeholders, helping businesses scale and capitalize on the growing "everything-as-a-service" market opportunity. Show full answer Show less ## Key Features * **Telecommunications Service Management (TSM):** Breaks down legacy system silos with a unified AI platform that connects service and network operations. It supports faster adoption, reduces operational costs, and enhances customer loyalty through industry standards and AI capabilities. * **Technology Provider Service Management (TPSM):** Automates workflows for technology providers to reduce contact center volumes, increase agent productivity, and maximize customer lifetime value. It supports as-a-service business models by embedding continuous AI innovation across customer-facing and internal processes. * **Sales CRM for Technology Providers:** Unifies sales, order management, and post-sales services on a single platform. It allows rapid service definition via catalog-driven orchestration, accurate order capture, and automated fulfillment to lower costs and improve customer retention. * **Additional Capabilities:** Includes applications for network inventory, service operations, portfolio planning, field work, order management, customer success management, product support, problem and test management, and customer 360 views. * **TMF APIs:** Provides Open Digital Architecture-aligned REST APIs across TMT solutions for seamless integrations. ## Key Benefits * Reduces operational costs by automating processes and consolidating systems. * Accelerates time-to-market with prebuilt workflows for service activation and order management. * Enhances customer experience through real-time visibility, intelligent alerts, and proactive issue resolution throughout the customer lifecycle. * Improves agent efficiency by providing comprehensive system visibility that supports first-contact resolution and reduces escalation rates. ## Practical Resources * Access release notes to stay updated on new and changed features. * Leverage the Best Practices Library for implementation and deployment guidance. * Utilize ServiceNow University for training and career development resources. * Engage with the ServiceNow Community to connect with peers and experts in Telecommunications and Technology Provider domains. 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. {#telecom-media-tech-landing__ul_nnj_2qk_whc} {#telecom-media-tech-landing__table_azp_d1d_whc__entry__3} | Solutions | Overview | Applications | |-|-|-| | [Telecom Service Management (TSM)](https://www.servicenow.com/docs/wfmoMNBRlBTqtwE7WbZQnw "Telecommunications Service Management (TSM) unites customer service and network operations on a single AI-powered platform, enabling communication service providers to resolve issues faster, reduce costs, and improve customer satisfaction.") | 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. | * [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/S1ZjERe1kembxW7zDgDN9w "Use the ServiceNow ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.") * [Customer Success Management](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&version=australia&pubname=australia-acct-lifecycle-events&ft:locale=en-US) * [Service Exchange](https://www.servicenow.com/docs/access?context=tmt-service-bridge-both-landing-page&version=australia&pubname=australia-service-exchange&ft:locale=en-US) * [Product Support for Technology](https://www.servicenow.com/docs/access?context=assurance-workflows&version=australia&pubname=australia-proactive-service-exp-workflows&ft:locale=en-US) * [Customer Service Problem Management](https://www.servicenow.com/docs/ujKCW89m2eTpKLjM6V4bDQ "Efficiently identify and resolve service problems experienced by the customers with the ServiceNow Customer Service Problem Management (CSPM) application. Technology, media, and telecommunications (TMT) service providers can streamline their service management processes and ensure a seamless experience for their customers by leveraging this application.") * [Service Test Management](https://www.servicenow.com/docs/uOyh_5T0vWOaCiTY7IPgFA "Define tests, set measurable thresholds, and monitor real-time execution with accuracy using the ServiceNow Service Test Management application. Streamline your testing process to improve performance, ensure reliability, and deliver consistent results in every scenario.") * [Telecommunications Customer 360](https://www.servicenow.com/docs/VgrcPi_hqb3wFkUpAkhMOg "The Telecommunications Customer 360 application provides a unified interface that aggregates data from multiple systems into a single platform. Telecommunications Customer 360 is a new application in the Australia release.") {#telecom-media-tech-landing__ul_e3r_m1k_whc} | | 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. | * [Data Center and Network Asset Management](https://www.servicenow.com/docs/FNuXPjPQpzU_KLyPN3q0XQ "Data Center and Network Asset Management delivers end-to-end lifecycle management across all data center assets to increase visibility, reduce downtime, maximize usable life, and minimize risk.") * [Telecommunications Network Inventory](https://www.servicenow.com/docs/lNqaY894Kz7iaW9O48RgYw "With the ServiceNow Telecommunications Network Inventory application, you can build a digital representation of your physical and logical networks, and the services that are provisioned to your customers. This network inventory contains the assets, services, and the relationships that define the infrastructure of your telecommunications networks.") * [Telecommunications Service Operations Management](https://www.servicenow.com/docs/RkX_9ru_5sYJIfikf4ZkHg "Learn how Telecommunications Service Operations Management (TSOM) empowers communication service providers (CSPs) to proactively monitor, analyze, and resolve network and service issues before they impact customers. Built on the ServiceNow AI Platform, TSOM delivers a unified operations view across distributed, multi-domain telecom environments, helping teams improve service availability, operational efficiency, and customer satisfaction.") * [Sales Customer Relationship Management for Telecommunications](https://www.servicenow.com/docs/29IQsWy7LUHto5RG_r5KCA "The ServiceNow Sales CRM for Telecommunications enables to unify your sales, fulfillment, and service operations on one platform.") * [Field Service Management for Telecommunications](https://www.servicenow.com/docs/~2DCliE32JsEieB4zk~0Sw "The ServiceNow Field Service Management for Telecommunications (FSMT) application enables you to manage the field service workflow for the telecommunications customers. Use this application to streamline the appointment booking, service delivery, and assurance processes.") * [Strategic Portfolio Management for Telecommunications](https://www.servicenow.com/docs/rSjJe8PzmuH5W~iVXZumZg "The Strategic Portfolio Management for Telecom is a product that inherits all features of Strategic Portfolio Management along with the addition of two templates for Fiber Rollout and 5G Projects.") {#telecom-media-tech-landing__ul_xwp_3mg_bjc} | | [Technology Provider Service Management (TPSM)](https://www.servicenow.com/docs/u~HZTPIYvWlFIUmMavfWkA "Technology Provider Service Management (TPSM) intelligently automates work to reduce contact center volumes, supercharge agent productivity, and maximize customer lifetime value. TPSM embeds continuous AI innovation into workflows, making it easy for technology providers to extend AI to as-a-service business models while accelerating value and reducing costs.") | 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. | * [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/S1ZjERe1kembxW7zDgDN9w "Use the ServiceNow ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.") * [Customer Success Management](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&version=australia&pubname=australia-acct-lifecycle-events&ft:locale=en-US) * [Service Exchange](https://www.servicenow.com/docs/access?context=tmt-service-bridge-both-landing-page&version=australia&pubname=australia-service-exchange&ft:locale=en-US) * [Product Support for Technology](https://www.servicenow.com/docs/access?context=assurance-workflows&version=australia&pubname=australia-proactive-service-exp-workflows&ft:locale=en-US) {#telecom-media-tech-landing__ul_dx5_p1k_whc} | | 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](https://www.servicenow.com/docs/access?context=order-mgt-overview&version=australia&pubname=australia-order-management&ft:locale=en-US) | [Table 1. Solutions and benefits] {#telecom-media-tech-landing__table_azp_d1d_whc} ## Developer reference {#telecom-media-tech-landing__section_fn2_dng_bjc} |-|-|-| | [TMF APIs for TMT](https://www.servicenow.com/docs/s5Fb5hgB6sbWzODZZskQRg "Get the details of ServiceNow implementation of TM Forum (TMF) APIs for Telecommunications, Media, and Technology (TMT) products.") | Open Digital Architecture-aligned REST APIs available across TMT solutions --- a shared API surface for integrations. | [Browse APIs by product](https://www.servicenow.com/docs/access?context=api-product-type&version=australia&pubname=australia-api-reference&ft:locale=en-US) | [ ] {#telecom-media-tech-landing__id_pjw_hng_bjc} ## Additional resources {#telecom-media-tech-landing__section_ynx_fls_yhc} * Learn more about what's new and changed, see the [Telecommunications, Media, and Technology release notes](https://www.servicenow.com/docs/access?context=technology-industry-rn-landing&version=australia&pubname=australia-release-notes&ft:locale=en-US). * Learn about Customer Service Management at [Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * Log in to your ServiceNow® account and find additional information about implementing and deploying Telecommunications, Media, and Technology features at the [Best Practices Library](https://mynow.servicenow.com/now/best-practices/home). * Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/now-learning-get-certified?id=amap_detail&achievement_id=3436f09887952e9024e0bb39dabb3504&s=1&ssa=3). * Find useful resources related to your role and explore general guidelines at [ServiceNow Impact](https://www.servicenow.com/success.html). * Connect with Telecommunications, Media, and Technology users at the ServiceNow Community: * [Telecommunications](https://www.servicenow.com/community/telecom/ct-p/telecommunication) * [Technology Providers](https://www.servicenow.com/community/technology-provider/ct-p/technology) {#telecom-media-tech-landing__ul_mb5_x4v_vjc} {#telecom-media-tech-landing__ul_k5v_4ms_yhc}