Telecommunications Service Operations Management (TSOM) release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 3 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 across systems to improve service reliability. It supports proactive issue detection, minimizes downtime risks, and enables faster, data-driven decision-making for telecommunications operations.

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    Key Features in the Australia Release

    • SD-WAN Visibility: New Telecom Discovery connectors for Cisco Meraki and Fortinet FortiManager provide comprehensive insights into SD-WAN environments.
    • Extended Discovery Capabilities: Support for switch stacks, card models, life-cycle attributes, and improved error handling enhances discovery accuracy.
    • Real-Time SD-WAN Health Monitoring: Telecom Event and Metric connectors enable intelligent event categorization, correlation, and KPI aggregation for effective monitoring.
    • Fortinet and Cisco Meraki Configuration: Allowlist configurations limit connector polling to specific organizations or ADOMs, optimizing data collection scope.
    • Mobile Private Network (MPN) Support: New elastic connectors collect fault management alarms and metrics with network-level aggregation. The expanded MPN data model captures both physical and virtual network functions in the CMDB.
    • Metric-to-CI Binding: Automatic binding of MPN metrics to configuration items using preconfigured event field mapping and scripted extensions enhances metric accuracy and relevance.
    • Formula Engine KPI Processing: The Formula Engine processes raw KPI formulas into validated, formatted expressions for reliable metric calculations.
    • Discrepancy Identification and Remediation: SD-WAN-specific audits detect data discrepancies between discovery results and the CMDB, supporting manual or automated reconciliation through the remediation engine.

    ServiceNow AI Platform Licensing

    The release introduces three AI licensing tiers—Foundation, Advanced, and Prime—allowing customers to access various AI capabilities ranging from basic insights to autonomous AI workflows, depending on entitlements.

    Activation and Plugin Information

    • TSOM is available via the ServiceNow Store; installation requires requesting the applications and plugins from the store.
    • New plugins include TSOM Event Management Connectors and TSOM Event Management Core for enhanced event and metric handling.
    • Several Service Graph Connector plugins for Fortinet, VeloCloud, and Meraki have been renamed to include "Telco SD-WAN" for clarity.

    Integration with Related ServiceNow Applications

    TSOM integrates with ServiceNow ITOM AIOps, which includes Event Management and Metric Intelligence, providing comprehensive tools to monitor and maintain the health of telecommunications services effectively.

    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 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 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.
    Configure elastic connectors for MPN alarm collectionElastic 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.
    Configure elastic event pull connectors for MPNElastic 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.
    Metric-to-CI binding 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.
    MPN Formula Engine processingKPI aggregation capability
    Use the Formula Engine to process raw KPI formulas into formatted expressions, which are stored in the Formatted KPI Formula field and validated for balanced parentheses before the metric calculation engine references them.

    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 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

    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.