Telecommunications Service Operations Management (TSOM) release notes

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

    The ServiceNow Telecommunications Service Operations Management (TSOM) application enhances visibility into network infrastructure, helping maintain accurate data across systems to deliver reliable telecom services. The Australia release focuses on expanding SD-WAN visibility, proactive issue detection, and real-time monitoring to reduce downtime risks and enable faster, data-driven decisions.

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    Key Features

    • SD-WAN Visibility Enhancements: New Telecom Discovery connectors support Cisco Meraki, Fortinet FortiManager, and Arista VeloCloud, extending discovery capabilities to include switch stacks, card models, and lifecycle attributes with improved error handling.
    • Real-Time SD-WAN Health Monitoring: Telecom Event and Metric connectors provide intelligent event categorization, correlation, and KPI aggregation for comprehensive health insights.
    • Fortinet and Cisco Meraki Customization: Configure allowlists to scope connector polling to specific organizations or ADOMs, and customize Fortinet license expiration date storage using scripted extension points.
    • Mobile Private Network (MPN) Support: Elastic connectors enable collection of fault management alarms and flexible metrics with network-level aggregation. New CMDB configuration item classes and relationships model physical and virtual MPN infrastructure, supporting integrated reporting and management.
    • Metric-to-CI Binding: Automatic binding of MPN metrics to CMDB configuration items using preconfigured event field mapping and scripted extensions enhances data accuracy and correlation.
    • Discrepancy Identification and Remediation: SD-WAN-specific discrepancy audits improve discovery accuracy by validating against the CMDB, with options for manual or automated remediation.
    • AI Licensing Tiers: New ServiceNow AI Platform tiers—Foundation, Advanced, and Prime—offer graduated access to AI features relevant to telecommunications operations.

    Activation and Integration

    TSOM applications and plugins are available through the ServiceNow Store. Customers can request installation and view cumulative release notes there. New and renamed plugins in this release include:

    • TSOM Event Management Connectors and Core features for assurance.
    • Renamed Service Graph Connectors for Fortinet, VeloCloud, and Meraki, now identified as Telco SD-WAN connectors.

    Practical Benefits for ServiceNow Customers

    • Gain comprehensive and customizable visibility into SD-WAN and MPN environments to maintain accurate and up-to-date CMDB data.
    • Leverage enhanced discovery and event management capabilities to proactively detect, categorize, and resolve network issues faster.
    • Utilize flexible connector configurations and metric binding to align monitoring data precisely with your network topology and services.
    • Integrate TSOM with ITOM AIOps and Event Management for holistic service health tracking and operational intelligence.

    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

    • Gain comprehensive SD-WAN visibility with new Telecom Discovery connectors for Cisco Meraki, Fortinet FortiManager, and Arista VeloCloud.
    • 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 1

    ServiceNow product tiers
    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 entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    Telecommunications Service Operations Management
    Gain full visibility into your SD-WAN landscape...
    Configure Fortinet allowlist 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 Cisco Meraki allowlists Configure allowlists to scope connector polling
    Limit polling to specific organizations or ADOMs through allowlists on connector instances for Cisco Meraki and Fortinet.

    Changed in this release

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

    Related ServiceNow applications and features

    ITOM AIOps
    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.