Telecommunications SM (TSM)
Quick answer
Telecommunications Service Management is ServiceNow's industry product for communication service providers. It connects customer-facing service with the network underneath, so an outage on a cell tower can be linked to the customers it affects, and a service order can flow straight into network provisioning.
Key takeaways
- What it includes
- Connected products
- Try it Yourself
Telecommunications Service Management is ServiceNow's industry product for communication service providers. It connects customer-facing service with the network underneath, so an outage on a cell tower can be linked to the customers it affects, and a service order can flow straight into network provisioning.
What it includes
- Telecom customer service, case management aligned to the TM Forum model.
- Network performance & incident correlation, tie network events to affected services and customers.
- Order fulfilment, with Sales & Order Management for Telecom and network inventory.
- Service assurance, proactive care using service health.
Connected products
TSM pairs with Telecommunications Network Inventory and Service Operations Management, and shares the CRM foundation with CSM so consumer and enterprise support run on the same model.
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Check your understanding
TSM connects customer service with...
- A. Network operations
- B. Payroll
- C. HR onboarding
Show answer
A. Network operations
It links telecom service to the underlying network.
TSM aligns to which industry standards body?
- A. TM Forum
- B. IEEE only
- C. W3C
Show answer
A. TM Forum
TSM follows TM Forum open APIs and SID/eTOM.
TSM shares its CRM foundation with...
- A. CSM
- B. SecOps
- C. EAM
Show answer
A. CSM
Telecom and general customer support share the CSM model.