--- sourceDocument: Australia Telecom Service Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/telecom-service-ops Release : - australia ft:locale : - en-US ft:publication_title : - Australia Telecom Service Operations Management ft:clusterId : - tsom bundleId : - tsom workflow : - Customer and Industry --- # Explore # Exploring Telecommunications Service Operations Management {#ariaid-title1} Release version: Australia Updated July 30, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Exploring Telecommunications Service Operations Management Telecommunications Service Operations Management (TSOM) is a solution designed for 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 provides a unified view across distributed, multi-domain telecom environments, enabling improved service availability, operational efficiency, and customer satisfaction. It offers complete visibility into network and service health by collecting, correlating, and prioritizing events from various network domains such as access, transport, and core. Show full answer Show less ## How TSOM Works TSOM simplifies telecom operations by integrating with existing monitoring and telemetry platforms. It identifies actionable patterns and automates resolution workflows using the following capabilities: * External event management via Telecommunications API notifications for standardized alarm ingestion * Event Management for correlation, suppression, and prioritization of events * Metric Intelligence to detect threshold breaches, performance degradation, and anomalies in real time * Health Log Analytics for log data analysis and root cause identification * Service Impact Analysis to assess and trace disruptions based on infrastructure and service impact * Service Graph Connectors and Discovery to build a dynamic, telecom-aware Configuration Management Database (CMDB) ## Key Features * **Real-time event monitoring:** Ingest alarms from multi-domain network systems via Telecommunications API notifications. * **Event correlation \& analysis:** Reduce noise and detect anomalies using Event Management and Metric Intelligence. * **Telecom Visibility:** Gain end-to-end visualization of network and service health with impact traceability. * **Service Impact Analysis:** Prioritize remediation based on how issues affect business services. * **Metric Intelligence:** Monitor trends and detect performance issues proactively. * **Health Log Analytics:** Analyze logs to identify root causes before user impact occurs. * **Automated remediation:** Use guided workflows and playbooks for fast, consistent issue resolution. * **Telecom-aware CMDB:** Link infrastructure and services with a telecom-specific data model for accurate root cause analysis. * **Alert Management:** Efficiently manage alerts through correlation, grouping, and automated responses. ## Key Benefits * **Reduced MTTD and MTTR:** Quickly identify and respond to issues before escalation. * **Improved operational efficiency:** Noise reduction and streamlined operations via guided workflows. * **End-to-end visibility:** Understand infrastructure impacts on customer-facing services. * **Seamless integration:** Ingest data from both legacy and modern network management systems using open standards. * **Compliance verification:** Aligns with TM Forum standards for telecom service assurance. ## Key Personas * **Network Operations Center (NOC) agents:** Monitor network events and execute guided resolutions. * **Service Assurance managers:** Analyze trends and track resolution metrics. * **System Integrators / administrators:** Configure data ingestion, correlation rules, and workflows. * **Back-office analysts:** Investigate root causes and manage CI relationships in the CMDB. ## Integration with the ServiceNow AI Platform TSOM is fully embedded in the ServiceNow AI Platform, integrating seamlessly with core capabilities including Discovery, Service Mapping, CMDB, Flow Designer, and Playbooks. This ensures consistent workflows, accurate service models, and unified operations management across telecom domains. Learn how Telecommunications Service Operations Management (TSOM) empowers communication service providers (CSPs) 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. Telecommunications Service Operations Management is a solution for telecom providers that offers complete visibility into network and service health. TSOM collects, correlates, and prioritizes events from across network domains---such as access, transport, and core---using standard APIs and the power of the ServiceNow AI Platform. By providing real-time, actionable insights, TSOM enables both frontline and back-office teams to address service-impacting issues and maintain consistent performance. ## How TSOM works {#exploring-tsom__section_rxm_5dj_tfc} Telecommunications Service Operations Management simplifies telecom operations by connecting with existing monitoring and telemetry platforms, identifying actionable patterns, and automating resolution workflows. It leverages: * External event management via Telecommunications API notifications for standardized alarm ingestion. * Event Management for event correlation, suppression, and prioritization. * Metric Intelligence to detect threshold breaches, performance degradation, and anomalous behavior in real time. * Health Log Analytics to analyze log data, triage related issues, and identify root causes before users are impacted. * Service Impact Analysis to assess and trace service disruptions based on impacted infrastructure and business services. * Service Graph Connectors and Discovery to build a dynamic, telecom-aware CMDB. {#exploring-tsom__ul_l4t_wdj_tfc} Figure 1. TSOM architecture and Telecom Applications ## Key features {#exploring-tsom__section_key_features} {#exploring-tsom__table_rcr_fdj_tfc__entry__2} | Capability | Description | |-|-| | Real-time event monitoring | Ingest alarms and events from multi-domain network monitoring systems using External event management via Telecommunications API notifications. | | Event correlation \& analysis | Use Event Management and Metric Intelligence to correlate related events, reduce noise, and detect anomalies. For more information, see [Event Notification Management Open API](https://www.servicenow.com/docs/access?context=event_open-api&version=australia&pubname=australia-api-reference&ft:locale=en-US). | | Telecom Visibility | Gain end-to-end visualization of network and service health, including impact traceability. | | Service Impact Analysis | Understand how network or infrastructure issues affect services and prioritize remediation based on business impact. | | Metric Intelligence | Monitor performance trends, detect threshold breaches and anomalies in metrics to proactively identify issues. For more information, see [Metric Intelligence](https://www.servicenow.com/docs/access?context=operational-metrics&version=australia&pubname=australia-it-operations-management&ft:locale=en-US). | | Health Log Analytics | The ServiceNow Health Log Analytics application helps prevent IT issues before your users are affected. It helps you identify the root cause of an issue by enabling you to triage related logs and analyze the raw data. For more information, see [Health Log Analytics](https://www.servicenow.com/docs/access?context=hla-landing-page&version=australia&pubname=australia-it-operations-management&ft:locale=en-US) | | Automated remediation | Use guided workflows and playbooks to drive fast, consistent, and auditable issue resolution. | | Telecom-aware CMDB | Link infrastructure, services, and physical/logical configuration items (CIs) using a telecom-specific model for accurate root cause analysis. | | Alert Management | Manage alerts efficiently with correlation, grouping, and automated response actions. For more information, see [Manage and monitor alerts](https://www.servicenow.com/docs/access?context=c_EMAlert&version=australia&pubname=australia-it-operations-management&ft:locale=en-US) and [Fault Management: Events and alerts](https://www.servicenow.com/docs/7YvUl7Wcvo7W8CCl_sMF5Q "Fault Management supports the monitoring, detection, and resolution of configuration and performance issues across SD-WAN-managed network devices. It integrates with Event Management to generate alerts and track events automatically."). | [Table 1. TSOM key capabilities] {#exploring-tsom__table_rcr_fdj_tfc} ## Key benefits {#exploring-tsom__section_x1j_p2j_tfc} * MTTD and MTTR reduction: Identify and respond to service-impacting issues before escalation. * Improve operational efficiency: Noise reduction and streamline operations with guided workflows. * Gain End-to-End Visibility: Understand how infrastructure issues impact customer-facing services. * Integrate seamlessly: Ingest data from legacy and modern NMS/EMS tools with open standards. * Verify compliance: Align with TM Forum standards for telecom service assurance. {#exploring-tsom__ul_jjq_q2j_tfc} ## Key personas {#exploring-tsom__section_xty_drj_tfc} * Network Operations Center (NOC) agents: Monitor network events and execute guided resolutions. * Service Assurance managers: Analyze service trends and track resolution metrics. * System Integrators / admins: Configure data ingestion, correlation rules, and workflows. * Back-office analysts: Investigate root causes and track CI relationships in the CMDB. {#exploring-tsom__ul_pvt_dsj_tfc} ## Integration with the ServiceNow AI Platform {#exploring-tsom__section_pdc_4rj_tfc} TSOM is embedded into the ServiceNow AI Platform and integrates seamlessly with core capabilities such as: * Discovery * Service Mapping * CMDB * Flow Designer and Playbooks {#exploring-tsom__ul_c53_yrj_tfc}This integration confirms consistent workflows, accurate service models, and unified operations management across telecom domains. **Related concepts** * [External event management via Telecommunications API notifications](https://www.servicenow.com/docs/IfUyTQtSl37_5TSrmfxzAw "Use the Telecommunications API notification to receive the external events that occurring in the customer network system so that you can promptly respond to them in the ServiceNow.") * [Telecom Visibility](https://www.servicenow.com/docs/kobW9LBhmBwP6fLgY3a9Cw "Telecom Visibility extends the discovery and reconciliation capabilities of ITOM Visibility to meet the specific needs of telecom service providers. It enables accurate, telecom-aware network inventory by discovering real-time network data, reconciling mismatches, and maintaining a consistent telecom model in your CMDB and TNI (Telecommunications Network Inventory).") * [Telecom Assurance](https://www.servicenow.com/docs/uyi2Y5TRtVqhbvLB9AG4XQ "Telecom assurance monitors network performance, detects faults, and maintains service quality. ServiceNow Telecommunications Service Operations Management software is integrated with existing monitoring tools to consolidate alerts into a single platform, delivering AI-driven insights and automated workflows from fault detection to resolution.")