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 an AI-powered platform designed to unify customer care, order management, network operations, and partner ecosystems into a streamlined system. Specifically built for service providers and technology companies, it supports scaling and capitalizing on the growing "everything-as-a-service" market. The platform automates workflows, integrates legacy systems, and provides real-time management of network inventory and complex processes involving customers, networks, and partners.

    Show full answer Show less

    Key Features

    • Telecommunications Service Management (TSM): Breaks down siloed legacy systems with a unified AI platform that connects service and network operations. It enhances adoption speed, reduces costs, and improves customer loyalty.
    • 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 and continuous AI innovation.
    • Sales CRM for Technology Providers: Unifies sales, order management, and post-sales services on one platform. Supports quick service definition, accurate order capture, and automated fulfillment.
    • Additional Telecommunications Applications: Include network inventory, service operations, portfolio planning, field work, order management, data center and network asset management, and field service management tailored for telecommunications.
    • Developer Resources: TMF-aligned Open Digital Architecture REST APIs provide a shared integration surface across TMT solutions.

    Key Outcomes

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

    Additional Resources and Support

    • Access detailed release notes and updates for Telecommunications, Media, and Technology features.
    • Utilize the Best Practices Library for implementation and deployment guidance.
    • Engage in training and certification opportunities through ServiceNow University.
    • Connect with peers and experts via the ServiceNow Community dedicated to Telecommunications and Technology Providers.

    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