Telecommunications Service Management (TSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • 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

    • 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.
    • 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.
    • 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 capabilities

    TSM combines purpose-built applications with CSM and core platform capabilities to address common challenges.

    Application Value
    Now Assist for Telecommunications, Media and Technology (TMT) Use AI-powered industry workflows to supercharge insights, actions, and self-service experiences.
    Customer Service Problem Management Efficiently identify and resolve service problems with a streamlined service management process.
    Customer Success Management Drive adoption, mitigate risk, and maximize customer value with proactive success strategies, real-time health monitoring, and intelligent automation.
    Service Exchange Quickly connect enterprise customers and suppliers running ServiceNow® to optimize work across the value chain.
    Product Support for Technology Proactively notify customers of service disruptions and provide real-time resolution tracking.
    Service Test Management Unite customer service and network operations on a single platform.
    Telecommunications Customer 360 Aggregate data from multiple systems into a single platform.

    Additional resources