Telecommunications Service Management (TSM) Overview Getting Started
Product Telecommunications Service Management (TSM) Turn every service interaction into loyalty and cost savings. TSM unites service and network operations for seamless experiences. Watch Video (2:29) Read Use Case
The world works with ServiceNow™
How does TSM work? TSM combines purpose-built apps with CSM and core platform capabilities. Built-in AI, standards, and integrations automate customer notifications and route tasks between service and network ops teams. Watch Demo (2:34) Read Report
Benefits of TSM Grow customer loyalty Customers love getting what they need fast. TSM uses AI to guide customers and agents to instant answers, keeping customers happy. Video CTA Watch Demo (2:55) Unite teams, cut costs Connected teams will save your budget. TSM connects service and network operations so agents see everything in one place, reducing handling time and cost to serve. Video CTA Watch Demo (3:02) Deliver proactive service Customers want to be notified of problems before discovering them. TSM detects when incidents impact customers and notifies them before problems surface, building trust. Video CTA Read Brief Reinvent on one platform Built on the ServiceNow AI Platform, TSM unifies data, AI, workflows, and security for seamless service experiences. Video CTA Explore Platform
Use cases for TSM AI Agents
Put AI agents to work 24/7 Free your teams of manual tasks. TSM deploys AI agents that autonomously triage cases, diagnose service issues, and recommend solutions 24/7 across your ecosystem. Explore Use Cases Read Ebook
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Telco Customer 360°
See complete customer context Keeping your agents on one platform saves time. TSM unifies sales, service, support, and network data in one workspace to resolve issues faster and turn calls into upsells. Learn More
Proactive Service
Deliver proactive service experiences You should be the first to discover outages. TSM detects when incidents, changes, or maintenance impact customers and automatically notifies them early. Learn More
Customer Success
Protect revenue and grow Churn risks hide in disconnected data. TSM unifies adoption, usage, and service data so teams can flag risks, prevent churn, and spot expansion opportunities. Learn More
Service Exchange
Connect through Service Exchange Your customers deserve full transparency. TSM links provider and customer instances so cases, updates, and actions flow instantly. Learn More
Industry Aligned
Speed time-to-value Keep projects moving fast. TSM provides telecom industry-aligned data models and built-in APIs for fast deployment and seamless evolution. Learn More
Related links ODA Directory
OUR CUSTOMERS Industry leaders rely on ServiceNow to make work better See All Stories 1 minute average case resolution time, down from 4.7 hours Video CTA Read Story 3M customer support calls deflected annually Video CTA Read Story 80% reduction in ticket creation Video CTA Read 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 industry report IDC MarketScape: Worldwide Customer Experience Platforms for Telecommunications 2025 Vendor Assessment ServiceNow was named as a major player in Customer Experience Platforms for Telecommunications by IDC. Video CTA Get Report article Telecom companies are using AI to reduce complexity and challenges, according to new research by ServiceNow Video CTA Read Article Data sheet Telecommunications Service Management with ServiceNow AI Agents Video CTA See Data Sheet eBook The AI Playbook for Communication Service Providers Video CTA Get Ebook
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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. Learn more.
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. Learn more.
What is customer experience (CX)?
Customer experience is every interaction a customer has with an organization as they navigate their products or services. Learn more.
What is a customer journey?
A customer journey includes all touchpoints and interactions from awareness to post-purchase loyalty. It helps companies understand and optimize the experience to meet each customer's unique needs. Learn more.
What are customer service metrics?
Customer service metrics track and improve support performance. Monitoring these metrics gives companies insights into customer interactions, helping them optimize operations and meet business goals. Learn more.
Talk to an expert Connect with our product experts to arrange a custom demo. See how Telecommunications Service Management can work in your environment. Schedule Demo
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