What is Telecom Service Management?
Telecom Service Management (TSM) in ServiceNow is a solution designed for telecommunication organizations to efficiently manage their services and customers’ experiences.
It offers solutions and methods specific to the telecom sector that can handle services, telecommunication networks and customers relation properly.
Some of the key features and capabilities of TSM
Service and Resource Management:
- Allows designing, categorizing, and organizing of telecom services
- Allows to track the company assets that are within the networks such as networking equipment, virtual services among others.
- Connects to inventory management to ensure records are kept accurate.
Order Management:
- Automate the steps of the customer orders’ processing and guarantee its proper fulfillment.
- Gives an opportunity to track orders with customers and internal teams.
Network and Inventory Management:
- Represents a central point for storing information about physical and logical networks and their resources.
- Monitors the progression of products like routers, switches, fiber connections, and many others.
Incident and Problem Management:
- They are used to automatically identify, report, and sometimes even solve different network problems.
- Uses AI-generated data analysis for the early identification of service outages.
- Improves re-examination of root causes in similar issues.
Customer Experience Management:
- Provides joint web services that allow organizations to monitor and address clients’ requests and concerns.
- Reduces the frequency of service requests by providing options for inspiring self-service.
Integration with Partner Ecosystems:
- Connects with the external entity applications
- Support for APIs in terms of working with other vendors and third tools.
Benefits of Telecom Service Management: –
- Operational Efficiency: Eliminates work process repetition and thus minimizes manual conflicts.
- Enhanced Agility: Actively respond to the alterations in the market and produce new services.
- Improved Uptime: This includes detecting and correcting of a problem before it happens within a network.
- Customer Satisfaction: Offers clear communication and quicker actions to all the issues.
- Cost Optimization: Saves the cost of doing business by integrating operations.
Why choose ServiceNow for Telecom Service Management?
- ServiceNow TSM is a strong and customizable module that is specifically created to address numerous problems related to the telecommunications sector.
- It offers a unified environment wherein the services, networks, clients, and partners of an organization can be effectively managed.
- TSM helps to ensure good inter-communication between different departments and systems, to manage or automate many essential tasks within the organization.
ServiceNow’s TSM offers numerous benefits to customers, including:
- Enhanced Customer Experience: TSM establishes and enhances the administrative and operational performance of customer support, to increase the efficiency of answering inquiries and enhancing the aggregate quality of the services.
- Proactive Issue Resolution: TSM helps in identifying and resolving network issues and service outages proactively, minimizing downtime and ensuring uninterrupted services.
- Personalized Services: TSM supports in determining a customer’s behavior enabling service and goods providers to provide customized products and services to suit the individual customer.
- Simplified Billing: TSM centralizes billing information, Improving cost tracking and management for customers.
Why choose Sotiotech is ServiceNow telecom management?
ServiceNow Telecom Order Management
Telecom Order Management in ServiceNow is a solution designed to manage the entire life cycle of service orders.
It helps telecom providers to simplify order processing, improve accuracy and enhance customer satisfaction.
Key Features of Telecom Order Management in ServiceNow:
End-to-End Order Lifecycle Management:
- Supports the order life cycle that covers order creation and validation, decomposition, provisioning and order closure.
- Facilitates easy and smooth process that would complete an order leading to activation of a service.
Service catalog Integration:
- Integrates with ServiceNow service catalog to provide predefined telecom service offerings to customers and agents.
- It provides an order path for customized telecom services such as broadband, mobility, enterprise connectivity.
Order Decomposition and Orchestration:
- It breaks- down complex service orders into smaller, manageable tasks or sub-orders.
- automates the tracking of tasks to the relevant teams or systems according to predefined workflows.
Dynamic Workflow Automation and Real-Time Order Tracking:
- Provides automation in order processing, approval workflows, and task assignments.
- Provides customers and agents with order status and its progress at any point of time.
- Sends notifications to communicate with the stakeholders on the progress or delay of orders.
Error Handling and Resolution:
- During the order processing it notices and underlines the differences or errors in sequence.
- It initiates correctives or alerts to the right group for faster resolution.
Integrates with OSS/BSS system:
- Integrates with Operational Support Systems (OSS) and Business Support Systems (BSS) to enable provisioning, billing, and service activation.
- Enables united data exchange throughout the telecom network.
Customer and Agent Experience:
- Improves the self-service features through which customers can monitor their orders on their own.
- Enhances agents’ productivity by the implementation of order management dashboards.
Benefits of Telecom Order Management for Customers and Telecom Providers, includes
For Telecom Providers:
- Increased Efficiency: It simplifies repetitive tasks, minimizing manual effort and reducing errors.
- Faster Service Delivery: It enables the simplification of the process and a wide increase in the speed of order handling.
- Scalability: It handles high order volumes as well as multiple service configuration scenarios.
- Operational Transparency: Gives visibility across teams, systems, and processes.
For Customers:
- Enhanced Experience: Provides a clear description of an order and its status to the client.
- Convenience: Enables convenient ordering by providing clear and simple interfaces.
- Reliability: Helps to deliver services efficiently and without loss of time.
TMT Service Management (TSM/TPSM/MESM)
Telecommunications Media & Technology is a platform designed to simplify and support telecommunication operations including networking and customer service.
It mainly focuses on providing high service quality and availability.
Service Management for TMT includes the following applications:
- Service Bridge –
Known as eBonding for Telecommunications and Media, it integrates ServiceNow instance with ServiceNow instances of enterprise customers. This allows customers to create and publish service catalogs to access and fulfill service requests.
- Proactive Service experience Workflows –
This allows to restore the service operations when incidents occur, also identify and notify customers impacted by those incidents.
- Telecommunications Network Inventory (TNI) –
This enables to build a digital representation of physical and logical networks, as well as the services to customers. This includes elements and resources that constitute the structure of telecommunications systems, their services and connections.
End to end Architecture of TMT:

- It is a catalog driven, which consists of products, services, and resource specifications.
- For the configuration and support of data model low to no code is required.
- When an order is placed, to complete the order the required services are activated by decomposing all the information.
- The information is stored in CMDB which enables the management of customers for service assurance, network management and next orders.
- ServiceNow can integrate with other platforms, once an order is completed, i.e. service providers to enterprise customers.
Technology and Professional Services Management (TPSM)
Built for technology service providers and consulting firms,
TPSM helps:
- Oversee client’s relationships, project delivery, and project’s life cycle.
- Maximize the distribution and management of resources for professional services firms.
- Ensure on time delivery by developing comprehensive visibility over the service operations.
Media and Entertainment Service Management (MESM)
Designed for media and entertainment organizations,
MESM addresses:
- The provision of content delivery and broadcasting service businesses.
- Handling of the issues which may occur in production and distribution of systems.
- The effective tracking and control of media assets.
ServiceNow Service Bridge
Service Bridge allows consumers, providers and partners to securely link their ServiceNow instances and helps to set up business processes within the ServiceNow environment.
How to establish an integration between ServiceNow instances with Service Bridge?
- Enable Plugin: Activate the Service Bridge plugin on both ServiceNow instances.
- Configure Provider: Choose one of the instances as provider and define the services or workflows.
- Set Up Consumer: Add the details of the provider instance on the other instance (consumer) and organize services.
- Secure Connection: Perform authentication processes by using OAuth or TLS.
- Test and Deploy: Check the connection and deploy the workflows.
- Monitor and Maintain: Ensure smooth operation by regularly checking the logs and reports.
The Capabilities of Service Bridge include:
- Onboarding: Allow consumers and partners to connect with ServiceNow to onboard themselves without expensive custom integrations.
- Authorized Users: Manage access to the Remote Catalog item that will allow to ensure the needed level of security and compliance.
- Remote Catalog: updates subscriber service catalogs with new items quickly.
- Remote Task: Reduces the manual effort and increases automation in the processes of multi-party and multi-instance tasks in the ServiceNow environment.
- Provider Tasks: Service Bridge enables service providers to remain visible and maintain working relationships with their ServiceNow consumers by linking tasks, such as cases, as Provider Tasks.
- Transform Framework: Convert inbound and outbound remote task data to facilitate conversions between multiple ServiceNow instances.
Features of Service Bridge
Service Bridge for Providers:
- Author and publish remote catalog from instance in a way that consumer can create service request which can be processed.
- Ensure that the tasks are integrated in both directions with consumer.
- Send incidents and cases to consumer’s ServiceNow instance via Provider Task with no setup needed.
Service Bridge for Consumers:
- Add Remote Catalog items which are allowed to consumer from their provider into consumer local catalog and return the requests created to provider.
- Coordinate with provider by connecting both tasks in a bidirectional manner.
- Actively receive proactive tasks from the providers by ensuring transparency and proper control.
ServiceNow Telecom Service Operations Management
Telecom Service Operations Management monitors the health of networks and services to minimize the disruption time and uses Event Management to ease the process of response.
Event Management
- It is a monitoring tool, where TSOM integrates with it to simply operations and deliver a service across telecom technology domain.
- Using TM forum Alarm Management API, TSOM fully automates the gathering, integration, and processing of significant network event data from different domains.
- It provides both front and back-office teams with a unified and clear perspective of the health of services.
Telecommunications Network Inventory (TNI)
Telecommunication Network Inventory enables us to create digital representation of a physical and logical topology, and the services provided to customers.
The network Inventory contains the assets, services, and the relationships which define the infrastructure of telecommunication networks.
The configuration items of the network are stored in the ServiceNow Configuration Management Database (CMDB).
Telcommunications Network Inventory data model

Methods for the creation of network inventory in TNI
Manual Creation:
- Add network components manually using user interface.
- Define and configure the details for devices, connections and places at the necessary stages one by one.
- Ideal for minor quantities of products, or where the deployment of certain parts or components is required.
Automated Import:
- Upload network data in batch in accordance with the templates or external applications compatibility.
- Automate data collection from sources by use of application programming interfaces and file importation capabilities.
- Suitable for large stock-takes, this ensures compliance and speeds up the process.
Creating network asset instances by using inventory templates and models
- Inventory models and templates are designed to serve as a basis for constructing representations of telecom equipment in the Telecommunications Network Inventory application.
- Using the templates and models that developed during inventory can then use to create the individual network asset instances that provides the detailed digital model of network.
- When creating the model and template relationships, the generation function establishes the formal relationships between each of the network assets contained within each level.
Manual creation of network asset instances in network inventory
- Rather than identifying the inventory models and templates that are used for auto generation of instances of network assets, you could pick your network assets and create a digital model of your network.
- The individual forms that can be accessed from the Network Inventory Workspace are used to create and then inspect general instances of different network assets and then detail the associations between any distinct asset in the Network.
Thank you for taking the time to read our content! We appreciate your interest in SotioTech and look forward to helping you achieve your IT service management goals with our ServiceNow solutions. If you have any questions or need assistance, feel free to reach out to us through our page www.sotiotech.com and our pages. Stay connected with us on LinkedIn for the latest update.