Telecommunications, Media, and Technology (TMT)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Telecommunications, Media, and Technology (TMT)

    The ServiceNow® Telecommunications, Media, and Technology (TMT) solution is an AI-powered platform designed to unify customer care, order management, network operations, and partner ecosystems for service providers and technology companies. It enables organizations to modernize operations by streamlining complex processes, automating workflows, and improving service delivery across customer, network, and partner interactions. TMT integrates legacy systems, automates service fulfillment workflows, provides real-time network inventory management, and coordinates processes involving customers, networks, and partners.

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    Key Features

    • Telecommunications Service Management (TSM): Breaks down siloed legacy systems with an AI-enabled unified platform that connects service and network operations, reducing operational costs and enhancing customer loyalty.
    • Technology Provider Service Management (TPSM): Automates work for technology providers by embedding AI into customer and internal workflows, supporting as-a-service business models, boosting agent productivity, and reducing contact center volumes.
    • Now Assist for Telecommunications, Media, and Technology: Supports customer success management, service exchange, product support, and customer service problem management.
    • Additional Telecommunications Applications: Include network inventory, service operations management, portfolio planning, field work, and order management to automate operations and manage infrastructure effectively.
    • Sales CRM for Technology Providers: Unifies sales, order management, and post-sales services on a single platform, enabling quick service definition, accurate order capture, and automated fulfillment to reduce costs and improve retention.
    • TMF Open Digital Architecture-aligned REST APIs: Provide a shared API surface for integrations across TMT solutions, facilitating extensibility and interoperability.

    Key Outcomes

    • Reduced operational costs through process automation and system consolidation.
    • Accelerated time-to-market using default workflows for service activation and order management.
    • Enhanced customer experience with real-time visibility, intelligent alerting, and proactive issue resolution across the customer lifecycle.
    • Improved agent efficiency with real-time system visibility enabling first-contact resolution and fewer escalations.

    Additional Resources

    ServiceNow customers can access release notes, training, implementation guidance, role-specific resources, and community support through the ServiceNow platform, Now Create, ServiceNow University, Customer Success Center, and Now Community.

    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.

    Built for service providers and technology companies, it enables businesses to scale and capitalize on the fast-growing "everything-as-a-service" opportunity by streamlining complex processes, automating workflows, and improving service delivery across customer, network, and partner interactions.

    TMT brings together legacy systems, streamlines service fulfillment workflows through automation, enables real-time management of network inventory, and coordinates complex processes involving customers, the network, and partners.

    Key benefits
    • Reduce operational costs through process automation and system consolidation.
    • Accelerate time-to-market with default workflows for service activation and order management.
    • Improve customer experience with real-time visibility, intelligent alerting, and proactive issue resolution across the entire customer life cycle.
    • Improve agent efficiency with real-time visibility across systems that enables first-contact resolution and reduces escalations.
    Table 1. Solutions and benefits
    Solutions Overview Applications
    Telecom Service Management (TSM) Telecommunications Service Management (TSM) breaks down siloed legacy systems with a unified AI platform that connects service and network operations.

    Built with industry standards and AI capabilities, TSM enables faster adoption, reduces operational costs, and enhances customer loyalty for telecommunications providers.
    Additional capabilities Telecommunications applications that enable you to automate operations and manage your infrastructure include network inventory, service operations, portfolio planning, field work, ad order management.
    Technology Provider Service Management (TPSM) Technology Provider Service Management (TPSM) automates work for technology providers to reduce contact center volumes, boost agent productivity, and maximize customer lifetime value.

    By embedding continuous AI innovation across customer-facing and internal workflows, TPSM enables as-a-service business models that accelerate value, fuel growth, and reduce costs.
    Additional capabilities Sales CRM for Technology Providers unifies sales, order management, and post-sales services on a single platform. Define new services quickly through catalog-driven orchestration, capture orders accurately, and automate fulfillment to reduce costs and improve customer retention. Sales CRM for Technology Providers

    Developer reference

    TMF APIs for TMT Open Digital Architecture-aligned REST APIs available across TMT solutions — a shared API surface for integrations. Browse APIs by product

    Additional resources