Telecommunications Service Management (TSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Telecommunications Service Management (TSM)

    Telecommunications Service Management (TSM) is an AI-powered platform designed to unify customer service and network operations for communication service providers. It addresses challenges caused by siloed teams and legacy systems, enabling faster issue resolution, reduced operational costs, and improved customer satisfaction. By integrating service and network operations on a single platform, TSM helps overcome disjointed workflows and information gaps that slow down service delivery and affect customer relationships.

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    Key Features

    • Empower Customer Self-Service: AI-powered virtual agents allow customers to independently check service status, make requests, change appointments, and resolve issues via preferred channels. Real-time updates and proactive notifications reduce support calls and escalations.
    • Enhance Agent Productivity: Agents gain access to unified customer and network data, AI-driven case summaries, diagnostics, and suggested solutions. Features like Now Assist expedite problem diagnosis, case closure, and knowledge article creation. Configurable workspaces and task automation further streamline workflows.
    • Deliver Seamless Ecosystem Experiences: TSM supports omnichannel customer engagement, rapid onboarding of customers and partners, and integration across the service value chain. Proactive customer notifications and product/service tracking enhance transparency and service quality.
    • Prebuilt Applications: TSM includes AI-powered industry workflows (Now Assist for TMT), Customer Service Problem Management, Customer Success Management, Service Exchange, Product Support for Technology, Service Test Management, and Telecommunications Customer 360 for consolidated data views.

    Key Outcomes

    • Faster incident resolution and improved SLA adherence through unified operations and AI assistance.
    • Reduced operational costs by automating routine tasks and streamlining cross-team collaboration.
    • Improved customer satisfaction with enhanced self-service options, proactive communication, and seamless service experiences.
    • Accelerated ROI supported by prebuilt blueprints that facilitate rapid adoption and engagement across the telecommunications ecosystem.

    Additional Resources

    ServiceNow customers can access real-time courses and training through ServiceNow University and connect with other TSM users via Now Community for ongoing support and knowledge sharing.

    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. Front line 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.

    TSM benefits

    • Empower customer self-service.
      • Resolve issues independently through AI-powered virtual agents on preferred channels.
      • Check service status, make requests, change appointments, and find solutions without agent contact.
      • Receive real-time updates and proactive notifications during disruptions to reduce support calls and escalations.
    • 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 human agents can focus on complex problems.
    • 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, notify customers about issues proactively.
      • Accelerate ROI with prebuilt blueprints to boost engagement and adoption.

    TSM capabilities

    TSM combines purpose-built applications with CSM and core platform capabilities to address common challenges.

    Application Value
    Now Assist for Telecommunications, Media and Technology (TMT) Use AI-powered industry workflows to supercharge insights, actions, and self-service experiences.
    Customer Service Problem Management Efficiently identify and resolve service problems with a streamlined service management process.
    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.
    Service Test Management Unite customer service and network operations on a single platform.
    Telecommunications Customer 360 Aggregate data from multiple systems into a single platform.

    Additional resources