Expedite remediation and keep services running Telecommunications Service Operations Management with Now Assist The Challenge Communications services run on network and cloud infrastructure with diverse technologies and often hundreds of thousands of devices. These mission-critical services help companies differentiate their offerings, enable their value chains and strategies, and most importantly, safeguard their reputations and brands. It’s critical that communications service providers (CSPs) get service management and assurance right. This goes beyond offering SLAs. It means proactively monitoring service health and resolving issues before the customer notices. This is difficult to do when you have operational silos and use disparate monitoring tools. A single issue can create thousands of events, leaving operations drowning in disconnected, redundant data with little or no insights on service impacts. When operations finally gets to the bottom of a service issue, there’s no easy, automated way to remediate it. The result? Lengthy service outages resulting in SLA breaches, growing costs, and lower NPS and CSAT. The ServiceNow solution ServiceNow helps CSPs delight customers by proactively monitoring service health across domains and resolving issues before they notice a problem. Telecommunications Service Operations Management (TSOM) seamlessly integrates with existing network and cloud monitoring tools using the TM Forum Alarm Management API to simplify operations. It automates the collection/streaming, correlation, and analysis of vast network event data across disparate domains and provides an end-to-end service health view across technology domains. A real-time dashboard makes it easy to proactively monitor service health in complex environments. Service operations can quickly scan key metrics, view how services are mapped to resources, and understand how network issues impact services. It uses the power of Predictive AIOps and machine learning to intelligently analyze network event data for anomalies, empowering the Service Operations team to identify and resolve issues before the customer notices. Intell igent, adaptive correlation with Predictive AIOps and ML tools, a tsunami of network event data is turned into a trickle of actionable alerts to reduce event noise by up to 99%. TSOM helps resolve service issues quickly to increase NPS and CSAT, safeguard SLAs and drive down MTTR. The ServiceNow platform’s automated workflows bring together the front, middle, and back office staff on a common plan of action for fast responses to issues. Remediation tasks are automatically triggered when alerts meet pre-defined criteria. CSP can automate and optimize workflows across service and network operations, field services, and customer care to deliver a seamless and responsive customer experience that lead to higher NPS and CSAT. Now Assist for TSOM Alert descriptions are often cryptic and not well-understood by less-experienced operations staff, slowing the remediation responses. Generative AI provides a more human-intelligible call-out, description, possible cause, and corrective actions. With Now Assist for TSOM, teams get a simplified view of the complex alert information, providing a faster route to triaging issues and obtaining analysis faster. This feature is the first step towards a more robust automatic interface to generative AI models. Now Assist is built on the Now Large Language Model, ensuring security and privacy maintained within the ServiceNow Platform. Benefits Simplify operations with a single service view Seamlessly connect front, middle, and back office teams with one AI platform that provides a single service view across disparate domains. Monitor service health proactively Leverage Predictive AIOps and user-friendly service operations tools to proactively monitor service health. Resolve service issues quickly Use automated actions, workflows, generative AI, and reporting to quickly resolve service issues and optimize processes, significantly reducing MTTR. Our expanded collaboration with ServiceNow is an integral part of our transformation journey, where we embrace intelligent automation to deliver even better customer experiences, operational excellence, resilience, and efficiency to the benefit of our consumer and enterprise customers across all our markets. – Rainer Deutschmann, Group COO, Telia Company © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now P latform, and other ServiceNow marks a re trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names , and logos may be trademarks of the respective companies with which they are associated. SN_TSOM_09102024 servicenow.com Service over resource topology view Single pane view for service operations Now Assist for TSOM Alert Analysis - Decipher cryptic alerts with human-readable explanations, instantly understand the underlying issue for each alert and take action with alert explanation. Cross-domain event management Collect and correlate vast network and cloud event data to gain business insights into service health on a single platform through a single workspace. Service visualization View service health over disparate resource topology to identify and troubleshoot service issues and root causes. Operational Intelligence Identify anomalies before they cause service outages with AIOps and machine learning. Automated remediation Trigger automated actions when alerts meet pre-defined criteria. Service health dashboard View service health metrics across domains with powerful drill-down capabilities to easily identify issues before customers notice. Intelligent, adaptive correlation with Predictive AIOps Correlate network resource events to time and topology-based patterns and human-defined correlation to proactively identify service issues. Alarm Management Support streaming event notifications with third-party alarm management systems Integration with network and cloud monitoring tools Interoperate with disparate monitoring tools to provide an end-to-end service view with TMF642 Open and support for any other type of data integration. Unified service view across domains Leverage a shared service view across front, middle, and back office to support a common view and plan of action. Telecommunications Service Operations Management’s key product capabilities: ServiceNow Telecommunications Service Operations Management supports the TM Forum’s TMF642 Alarm Management Open API. Service-aware CMDB Provide operations with a clean, single source of truth mapping services to resource topology to quickly identify how network events impact services. Express List Provide a faster path to seeing alert details including the issue, grouping, tags, root cause, and application map. Together with Telecommunications Service Management: Single service view enables automated service assurance Use single service view and platform workflows to resolve issues quickly across service and network operations, field services, and customer care. Generative AI - decipher cryptic alerts with human-readable explanations For more information visit the Telecommunications Service Operations Management product page, or visit ServiceNow for Telecommunications.