---
sourceDocument: Australia Telecommunications, Media, and Technology
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/telecom-media-technology

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Telecommunications Service Management (TSM)

# Telecommunications Service Management (TSM) {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

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. Frontline 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.

<br />

## TSM benefits {#tsm-about__section_mwz_p4z_xhc}

* Empower customer self-service.
  * Resolve issues independently through AI-powered virtual agents on preferred channels
  * Check service status, make requests, change appointments, and follow solutions without agent contact
  * Receive real-time updates and proactive notifications during disruptions to reduce support calls and escalations
  {#tsm-about__ul_o1g_w4z_xhc}
* 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 agents can focus on complex problems, aided by visual task guides
  {#tsm-about__ul_yvp_cpz_xhc}
* 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, notifying customers about issues before they notice
  * Accelerate ROI with pre-built blueprints to boost engagement and adoption
  {#tsm-about__ul_q1g_w4z_xhc}
{#tsm-about__ul_acs_w4z_xhc}

## TSM capabilities {#tsm-about__section_e2p_wpz_xhc}

TSM combines purpose-built applications with CSM and core platform capabilities to address common challenges.
{#tsm-about__table_zhc_cqz_xhc__entry__2}

| Application | Value |
|-|-|
| [Now Assist for Telecommunications, Media and Technology (TMT)](https://servicenow-prod.fluidtopics.net/pm21AYb_ee6uybr2S_pjpw "Use the ServiceNow Now Assist for Telecommunications, Media and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.") | Use AI-powered industry workflows to supercharge insights, actions, and self service experiences. |
| [Customer Service Problem Management](https://servicenow-prod.fluidtopics.net/uXhF14HERfXCFOErwyKZoA "Efficiently identify and resolve service problems experienced by the customers with the ServiceNow Customer Service Problem Management (CSPM) application. Technology, media, and telecommunications (TMT) service providers can streamline their service management processes and ensure a seamless experience for their customers by leveraging this application.") | Efficiently identify and resolve service problems with a streamlined service management process. |
| [Strategic Portfolio Management for Telecommunications](https://servicenow-prod.fluidtopics.net/EGgRws9wL62ln74iH2ztaA "The Strategic Portfolio Management for Telecom is a product that inherits all features of Strategic Portfolio Management along with the addition of two templates for Fiber Rollout and 5G Projects.") | Deliver business outcomes and value by aligning work to strategy. |
| [Customer Success Management](https://servicenow-prod.fluidtopics.net/PG67F61QkuwG1iCxHSkkbg "The ServiceNow Customer Success Management application enables service providers to streamline, automate, and measure critical workflows across the entire enterprise customer journey—from onboarding and adoption to renewals.") | Drive adoption, mitigate risk, and maximize customer value with proactive success strategies, real-time health monitoring, and intelligent automation. |
| [Service Exchange](https://servicenow-prod.fluidtopics.net/jMEZd0lUUateAytAN~eabg "ServiceNow Service Exchange connects multiple ServiceNow instances to provide seamless support and service experiences across the ecosystem, from enterprise customers to suppliers and system integrators. Service Exchange provides a frictionless experience that makes it easy to collaborate and process requests while giving users the convenience of working in their own ServiceNow instance.") | Quickly connect enterprise customers and suppliers running ServiceNow® to optimize work across the value chain. |
| [Product Support for Technology](https://servicenow-prod.fluidtopics.net/TsryqXiLjdfDNvzMyjJGnQ "ServiceNow Product Support for Technology provide a way for telecommunications, media, and technology (TMT) service providers to deliver end-to-end support, while understanding customer impact, and offering transparent communication to all parties involved in the support process.") | Proactively notify customers of service disruptions and provide real-time resolution tracking. |
|   | Enable technology companies to provide support for digital products and services. |
| [Service Test Management](https://servicenow-prod.fluidtopics.net/gWJzLqsr3meyvLBNN9~Pnw "Define tests, set measurable thresholds, and monitor real-time execution with accuracy using the ServiceNow Service Test Management application. Streamline your testing process to improve performance, ensure reliability, and deliver consistent results in every scenario.") | Unite customer service and network operations on a single platform |
| [Customer Service Problem Management](https://servicenow-prod.fluidtopics.net/uXhF14HERfXCFOErwyKZoA "Efficiently identify and resolve service problems experienced by the customers with the ServiceNow Customer Service Problem Management (CSPM) application. Technology, media, and telecommunications (TMT) service providers can streamline their service management processes and ensure a seamless experience for their customers by leveraging this application.") | Efficiently identify and resolve service problems with a streamlined service management process. |
| [Service Test Management](https://servicenow-prod.fluidtopics.net/gWJzLqsr3meyvLBNN9~Pnw "Define tests, set measurable thresholds, and monitor real-time execution with accuracy using the ServiceNow Service Test Management application. Streamline your testing process to improve performance, ensure reliability, and deliver consistent results in every scenario.") | Unite customer service and network operations on a single platform. |
| Telecommunications Customer 360 | Aggregates data from multiple systems into a single platform. |
[ ]

{#tsm-about__table_zhc_cqz_xhc}

## Additional resources {#tsm-about__section_oj3_vth_13c}

Connect with other TSM users at [Now Community](https://www.servicenow.com/community/telecom/ct-p/telecommunication).
**Zugehörige Konzepte**   

* [Telecommunications, Media, and Technology (TMT)](https://servicenow-prod.fluidtopics.net/eYQlku2xGRzGgpBQGQLkqQ "The ServiceNow Telecommunications, Media, and Technology (TMT) unifies customer care, order management, network operations, and partner ecosystems on one AI-powered platform to modernize service provider operations.")