--- sourceDocument: Brazil Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 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 to unify customer service and network operations for communication service providers. It addresses common industry challenges caused by organizational silos, slow service resolution, missed SLAs, and strained customer relationships by integrating service and network operations into a single system. This unified approach helps reduce operational costs, accelerate issue resolution, and improve customer satisfaction. Show full answer Show less ## Key Features * **Empower Customer Self-Service:** AI-driven virtual agents enable customers to independently check service status, make requests, change appointments, and receive real-time updates and proactive notifications, minimizing the need for direct agent contact. * **Enhance Agent Productivity:** Agents gain access to unified customer and network data with AI-generated case summaries, diagnostics, and solution suggestions. Tools like Now Assist support faster problem diagnosis, case closure, and knowledge article creation, while configurable workspaces and task automation streamline workflows. * **Deliver Seamless Ecosystem Experiences:** Support customers across multiple channels with smart self-service and proactive issue resolution. Rapid onboarding of customers and partners is facilitated to connect the full value chain. Proactive notifications about service issues and prebuilt blueprints help accelerate engagement and ROI. * **Integrated Applications and Capabilities:** TSM leverages purpose-built applications alongside Customer Service Management (CSM) and core platform features, including: * **ServiceNow Otto for Telecommunications, Media, and Technology (TMT):** AI-powered industry workflows for improved insights and self-service. * **Customer Service Problem Management:** Streamlined problem identification and resolution. * **Customer Success Management:** Proactive strategies with real-time health monitoring and automation. * **Service Exchange:** Connect enterprise customers and suppliers using ServiceNow for optimized value chain collaboration. * **Product Support for Technology:** Proactive service disruption notifications and resolution tracking. * **Service Test Management:** Unified platform for customer service and network operations. * **Telecommunications Customer 360:** Aggregates data from multiple systems into a single platform for comprehensive customer views. ## Practical Benefits for ServiceNow Customers * Resolve customer issues faster and more efficiently by breaking down operational silos. * Reduce costs through automation and AI-enhanced workflows. * Improve customer satisfaction with proactive communications and self-service options. * Enable agents to focus on complex tasks by automating routine activities. * Accelerate time to value with prebuilt blueprints and industry-specific workflows. ## Additional Resources ServiceNow customers can access real-time courses, self-paced training, and career resources through ServiceNow University and connect with peers in the Now Community to deepen their expertise and share best practices. 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/x0Z6g1glJStYheXy~lleiw "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/5lLgU9872Ci0miFvin~rrg "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/UFHM21Dn5IUm2VEC33h03w "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/k7rsELUhgsK_X10IpiqgfQ "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/nLFSWmN4_4VELxqemxYwlQ "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/KV5xbp_cDjE0jwl7MH039w "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/AzsT_cFnectyMNmuzhkddg "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/ARpjn8brvoRcV3frAZWIbw "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.")