---
sourceDocument: Australia Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/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


---

# Technology Provider Service Management (TPSM)

# Technology Provider Service Management (TPSM) {#ariaid-title1}

* Release version: Australia
* 
* Updated August 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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 providers often operate with fragmented, legacy architectures and siloed data across front, middle, and back offices. This complexity creates significant barriers to transforming critical processes such as onboarding, service, delivery, support, and customer success. Some of the key challenges are:

* Onboarding remains manual and time-intensive, slowing time-to-value.
* Customer support is constrained by limited resources, leaving customers waiting for answers to basic queries.
* Visibility into technology ROI is minimal, making it difficult to demonstrate value.
* Agents spend excessive time on repetitive case management, resulting in slower resolutions and inconsistent updates.

These inefficiencies reduce operational performance, increase customer dissatisfaction, and raise churn risk. Addressing these challenges requires an integrated, modern architecture that enables automation, real-time insights,
and seamless customer engagement.

## TPSM benefits {#tpsm-about__benefits-tpsm}

Streamlining experiences for customers and internal teams helps technology providers reduce contact center volumes, supercharge agent productivity, and maximize customer lifetime value. TPSM automates work for technology
providers to:

* Reduce contact center volumes
* Boost agent productivity
* Maximize customer lifetime value

## TPSM capabilities {#tpsm-about__capabilities-tpsm}

TPSM combines purpose-built applications for technology providers with Customer Service Management and platform core to address common challenges. TPSM begins with the ServiceNow AI Platform, Customer Service Management, and IT Service Management product capabilities. It then builds on additional value-added features purpose-built for technology providers. Those features include the following:
{#tpsm-about__table_zhc_cqz_xhc__entry__2}

| Application | Value |
|-|-|
| [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.") | Use AI-powered industry workflows to supercharge insights, actions, and self-service experiences. |
| [Customer Success Management](https://www.servicenow.com/docs/m7i0gKGgJ6BpVLWftmY5NA "The ServiceNow Customer Success Management application enables service providers to streamline, automate, and measure critical workflows across the entire enterprise customer journey—from onboarding and adoption to renewals.") | Drive adoption, mitigate risk, and maximize customer value with proactive success strategies, real-time health monitoring, and intelligent automation. |
| [Service Exchange](https://www.servicenow.com/docs/WR99dzBq4edB0ITAG_PrSA "ServiceNow Service Exchange connects multiple ServiceNow instances to provide seamless support and service experiences across the ecosystem, from enterprise customers to suppliers and system integrators. Service Exchange provides a frictionless experience that makes it easy to collaborate and process requests while giving users the convenience of working in their own ServiceNow instance.") | Quickly connect enterprise customers and suppliers running ServiceNow® to optimize work across the value chain. |
| [Product Support for Technology](https://www.servicenow.com/docs/t~b7xAM7yXP42KEVKaI6oQ "ServiceNow Product Support for Technology provides telecom and technology service providers to deliver end-to-end support while understanding customer impact, and offering transparent communication to all parties involved.") | Proactively notify customers of service disruptions and provide real-time resolution tracking. |
[ ]

{#tpsm-about__table_zhc_cqz_xhc}

## Additional resources {#tpsm-about__section_oj3_vth_13c}

* Access real-time courses, self-paced training, and career resources at [ServiceNow University.](https://learning.servicenow.com/lxp/en/pages/servicenow)
* Connect with other TPSM users at [Now Community](https://www.servicenow.com/community/technology-provider/ct-p/technology).
{#tpsm-about__ul_skv_gyt_53c}
**Related concepts**   

* [Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/S19oWHsVd_~mtB~WtNAbPQ "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.")