--- 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 --- # Telecommunications Service Management (TSM) # Telecommunications Service Management (TSM) {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Telecommunications Service Management (TSM) Telecommunications Service Management (TSM) is an AI-powered platform designed for communication service providers to unify customer service and network operations. It addresses common industry challenges such as organizational silos, inefficient problem resolution, and strained customer relationships by integrating service and network teams on a single platform. TSM helps reduce issue resolution times, lower operational costs, and enhance customer satisfaction. Show full answer Show less ## Key Features * **Empowered Customer Self-Service:** AI-powered virtual agents allow customers to independently check service status, make requests, change appointments, and receive real-time updates and proactive notifications, reducing support calls and escalations. * **Enhanced Agent Productivity:** Agents gain access to unified customer and network data, AI-driven case summaries, diagnostics, and suggested solutions. Tools like Now Assist speed up problem diagnosis, case closure, and knowledge article creation. Configurable workspaces and automation of routine tasks free agents to focus on complex issues. * **Seamless Ecosystem Experiences:** Customers are served across multiple channels with proactive issue resolution. Rapid onboarding of customers and partners, connected value chain services, and proactive notifications improve overall service delivery. Prebuilt blueprints accelerate engagement and adoption. * **Integrated Applications and Capabilities:** TSM leverages ServiceNow's core platform and specific applications such as Otto for Telecommunications, Customer Service Problem Management, Customer Success Management, Service Exchange, Product Support for Technology, Service Test Management, and Telecommunications Customer 360. These provide AI-powered workflows, proactive strategies, real-time service disruption notices, and comprehensive data aggregation to streamline operations. ## Practical Benefits for ServiceNow Customers * Break down legacy system silos to enable unified service and network operations. * Improve customer experience with AI-driven self-service and proactive communication. * Increase operational efficiency through AI-assisted agent workflows and automation. * Accelerate time-to-value with prebuilt industry blueprints and rapid onboarding capabilities. * Utilize comprehensive insights from integrated applications to manage issues and customer success effectively. ## Additional Resources ServiceNow customers can enhance their TSM knowledge through real-time courses and self-paced training available at ServiceNow University and engage with peers via the Now Community. Telecommunications Service Management (TSM) unites customer service and network operations on a single AI-powered platform, enabling communication service providers to resolve issues faster, reduce costs, and improve customer satisfaction. Service and network operations leaders face challenges from organizational silos that create disconnects between teams and customers. Front line agents handle high volumes of customer requests while back-office teams lack essential information to resolve problems efficiently. This results in slow service, missed SLAs, and strained customer relationships. TSM addresses these challenges by breaking down siloed legacy systems with a unified AI platform that brings together service and network operations. Built-in industry standards, AI capabilities, and integrations enable faster adoption and reduced operational costs. ## TSM benefits {#tsm-about__section_mwz_p4z_xhc} * Empower customer self-service. * Resolve issues independently through AI-powered virtual agents on preferred channels. * Check service status, make requests, change appointments, and find solutions without agent contact. * Receive real-time updates and proactive notifications during disruptions to reduce support calls and escalations. {#tsm-about__ul_o1g_w4z_xhc} * Supercharge agent productivity. * Access unified customer and network context with AI-powered case summaries, diagnostics, and suggested solutions. * Use Now Assist for faster problem diagnosis, case closure, and knowledge article creation. * Work in configurable workspaces with comprehensive customer views and visual task guides. * Automate routine tasks so human agents can focus on complex problems. {#tsm-about__ul_yvp_cpz_xhc} * Deliver seamless ecosystem experiences. * Serve customers across channels with smart self-service and proactive issue resolution. * Enable rapid onboarding of customers and partners for faster value realization. * Connect the full value chain for unified service and resolution. * Track products and services, notify customers about issues proactively. * Accelerate ROI with prebuilt blueprints to boost engagement and adoption. {#tsm-about__ul_q1g_w4z_xhc} {#tsm-about__ul_acs_w4z_xhc} ## TSM capabilities {#tsm-about__section_e2p_wpz_xhc} TSM combines purpose-built applications with CSM and core platform capabilities to address common challenges. {#tsm-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 Service Problem Management](https://www.servicenow.com/docs/ujKCW89m2eTpKLjM6V4bDQ "Efficiently identify and resolve service problems experienced by the customers with the ServiceNow Customer Service Problem Management (CSPM) application. Technology, media, and telecommunications (TMT) service providers can streamline their service management processes and ensure a seamless experience for their customers by leveraging this application.") | Efficiently identify and resolve service problems with a streamlined service management process. | | [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. | | [Service Test Management](https://www.servicenow.com/docs/uOyh_5T0vWOaCiTY7IPgFA "Define tests, set measurable thresholds, and monitor real-time execution with accuracy using the ServiceNow Service Test Management application. Streamline your testing process to improve performance, ensure reliability, and deliver consistent results in every scenario.") | Unite customer service and network operations on a single platform. | | [Telecommunications Customer 360](https://www.servicenow.com/docs/VgrcPi_hqb3wFkUpAkhMOg "The Telecommunications Customer 360 application provides a unified interface that aggregates data from multiple systems into a single platform. Telecommunications Customer 360 is a new application in the Australia release.") | Aggregate data from multiple systems into a single platform. | [ ] {#tsm-about__table_zhc_cqz_xhc} ## Additional resources {#tsm-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 TSM users at [Now Community](https://www.servicenow.com/community/telecom/ct-p/telecommunication). {#tsm-about__ul_dkx_byt_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.")