Technology Provider Service Management (TPSM)

  • Release version: Australia
  • Updated June 16, 2026
  • 1 minute to read

    • Technology Provider Service Management (TPSM) intelligently automates work to reduce contact center volumes, supercharge agent productivity, and maximize customer lifetime value. TPSM embeds continuous AI innovation into workflows, making it easy for technology providers to extend AI to as-a-service business models while accelerating value and reducing costs.

    Technology providers often operate with fragmented, legacy architectures and siloed data across front, middle, and back offices. This complexity creates significant barriers to transforming critical processes such as onboarding, service, delivery, support, and customer success. Some of the key challenges are:
    • Onboarding remains manual and time-intensive, slowing time-to-value.
    • Customer support is constrained by limited resources, leaving customers waiting for answers to basic queries.
    • Visibility into technology ROI is minimal, making it difficult to demonstrate value.
    • Agents spend excessive time on repetitive case management, resulting in slower resolutions and inconsistent updates.

    These inefficiencies reduce operational performance, increase customer dissatisfaction, and raise churn risk. Addressing these challenges requires an integrated, modern architecture that enables automation, real-time insights, and seamless customer engagement.

    TPSM workflow diagram showing the process flow.

    TPSM benefits

    Streamlining experiences for customers and internal teams helps technology providers reduce contact center volumes, supercharge agent productivity, and maximize customer lifetime value. TPSM automates work for technology providers to:

    • Reduce contact center volumes
    • Boost agent productivity
    • Maximize customer lifetime value

    TPSM capabilities

    TPSM combines purpose-built applications for technology providers with Customer Service Management and platform core to address common challenges. TPSM begins with the ServiceNow AI Platform, Customer Service Management, and IT Service Management product capabilities. It then builds on additional value-added features purpose-built for technology providers. Those features include the following:

    Application Value
    Now Assist for Telecommunications, Media and Technology (TMT) Use AI-powered industry workflows to supercharge insights, actions, and self-service experiences.
    Customer Success Management Drive adoption, mitigate risk, and maximize customer value with proactive success strategies, real-time health monitoring, and intelligent automation.
    Service Exchange Quickly connect enterprise customers and suppliers running ServiceNow® to optimize work across the value chain.
    Product Support for Technology Proactively notify customers of service disruptions and provide real-time resolution tracking.

    Additional resources