Telecommunications Service Operations Management (TSOM) Overview Getting Started
Product Telecommunications Service Operations Management (TSOM) Stop drowning in alerts. Get a single, prioritized view of all network events and prevent outages before customers notice—autonomously. Watch Video See BT Customer Story
How does TSOM work? TSOM correlates network event data across all your domains. AI filters billions of alerts, predicts issues before outages, and autonomously resolves problems to reduce costs and protect revenue. Get Data Sheet
Benefits of TSOM Keep customers longer Alert noise buries problems that drive churn. TSOM filters billions of events into actionable alerts so teams prevent issues before customers feel them. Video CTA Cut operational costs Siloed monitoring multiplies manual tasks. TSOM automates discovery, impact mapping, and monitoring so existing teams handle growing network complexity without adding headcount. Video CTA Build autonomous operations Reactive troubleshooting prolongs costly outages. TSOM deploys AI agents that diagnose, fix, and notify 24/7—building networks that heal themselves Video CTA Reinvent on one platform Built on the ServiceNow® AI Platform, TSOM unifies data, AI, workflows, and security to protect revenue and lower operational costs. Video CTA Explore Platform
Use cases for TSOM AI Agents
Put AI agents to work 24/7 Don't wait for engineers to troubleshoot. TSOM deploys AI agents that detect, diagnose, and resolve network issues 24/7 across your entire ecosystem. Explore AI Use Cases Read Ebook
Related links AI Control Tower Generative AI - Otto Responsible AI
AIOps
Turn alert noise into actionable insights Stop chasing false alarms. TSOM uses AI to filter event noise, predict issues before they occur, and surface only what needs your team's attention. Get Data Sheet
Related links AIOps Learning Enhanced Automation Playbook (LEAP)
Event Management
Monitor network health in a single view Don't scramble across fragmented systems. TSOM correlates event data across all network domains and monitoring systems into one unified workspace. Get Data Sheet
Related links Event Management
Service Visualization
Trace network issues to service impact instantly Stop guessing how events affect services. TSOM visualizes service health across network topologies so teams instantly see and fix customer impacts. (Before there’s an impact.) Get Data Sheet
Related links Service Mapping Common Service Data Model (CSDM)
TSOM Visibility
Discover and map your network automatically Networks change faster than manual tracking. TSOM auto-discovers resources and maps them to services so teams quickly identify service impacts from failures. Get Data Sheet
Industry Aligned
Speed time-to-value Custom integrations slow projects down. TSOM provides telecom industry-aligned data models and built-in APIs for fast deployment and seamless evolution. See ODA Directory
“While everyone has been talking about GenAI, we’ve been putting it to work for our people and our customers. We’ve been able to move fast because it’s built right into the ServiceNow AI Platform.” Alex Bell Business Service CIO, BT Business Ready Story
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps, and data. See All Integrations
Resources for you See All Resources Article Survey Says: Telecoms need AI Telecom companies are using AI to reduce complexity and challenges, according to new research by ServiceNow Video CTA Get Insights Data Sheet Telecommunication Service Operations Management with AI Agents Video CTA Explore Solutions Ebook Accelerate incident resolution GenAI-driven automation Video CTA Get Ebook Ebook How Global Business Services Drive Enterprise-Wide Efficiencies Video CTA Read Ebook Ebook Modernize and automate IT asset management across hardware, software, and the cloud Video CTA Get White Paper Ebook Modernize and automate IT asset management across hardware, software, and the cloud Video CTA Get White Paper
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Frequently asked questions Expand All Collapse All What are AI Agents?
ServiceNow AI Agents act autonomously to get work done. They proactively solve problems and drive exponential productivity in IT, customer service, HR, and every corner of your business.
What is AI Control Tower?
AI Control Tower gives you visibility and centralized control to scale any AI confidently. It connects AI initiatives to core services, automates workflows end to end, and manages risk in real time.
What is AIOps?
AIOps applies AI to automate network operations. It correlates events, spots anomalies, and delivers intelligent insights so teams can improve service performance with less manual work.
What is service mapping?
Service mapping discovers network resources and components and shows how they connect to services. This helps teams understand dependencies and troubleshoot issues faster.
What is a common service data model (CSDM)?
CSDM is a standardized framework that defines service-related terms and relationships across ServiceNow products. It links IT and network assets to services, users, and costs for accurate reporting.
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