okay good day everybody um my name is uh Yuri Ru i am in the product and solution marketing looking after telecommunication we are very delighted to host you today um to go through what's new in the Yokohama release of telecommunications um I'm going to go over a couple of slides and in a minute I'm going to hand over just for the other speakers on the call today to do some introductions um but let me kick it off with just a couple of administrative slides so um our safe harbor notice please note uh today we will cover some forward-looking statements please don't make any buying decisions based on those forward-looking statement a lot of the capabilities that we covered today is available through our GA release of Yokohama which is of two weeks ago then just a reminder we have several of these webinars and sessions that is hosted and posted on our um community um please go and um visit this sign up for those our product um uh management also do some deeper dive webinars so it's a great place just to go and uh see what's upcoming but you also have the possibility to go and look on those things that's been on demand and recorded uh so you can go back and view some of those um webinars we've done in the past as well uh just a couple of housekeeping things uh please uh you can use the Q&A um chat to post your questions at the end of the session we will have a live Q&A session where we will go through all those questions um we will also be recording this webinar this webinar will be made available on demand after today and also a copy of the presentation that you will see today will be available and then after the webinar um we're going to have a short survey we please ask you to take a minute of your time just to um uh fill out the survey this helps us with feedback to um understand what you liked um are we getting all the right notes um what you would like or expected to see in these webinars and it also gives an opportunity to improve as we go forward on the webinars so without further ado let me uh hand it over to our amazing product team who are working um you know behind the scenes to get all of these amazing capabilities out in front of the customers um Reit I'm going to hand it over to you you can do an introduction what's your role here at Service Now and then we'll go with Roy and Kevin sounds great um hi everybody my name is Rome Koch i'm head of product for telecom and media here at Service Now um Roy thanks Rome hi everyone my name is Roy Salon i'm uh one of the outbound product manager in um the telecom uh product team mainly focused on telecom service operation management or tissome as we call it kevin thanks Roy i'm uh Kevin Wamowski i'm a outbound product manager uh I am uh the product manager for the network inventory product so telecom network inventory TNI i am the TNI guy awesome thank you everybody so we're in good hands today uh to take us through all these amazing animations so um let me go on let's kick this off quickly we have very exciting announcements that we want to cover today that we're going to go over and then we're going to dive into some of the innovations that's been delivered as part of the Yokohama release across several products and then at the end just um make some other you know just an announcements of where you can see us um you know coming up at different events and then we'll dive into the Q&A session but let's kick this off with a quick poll um of course you know thinking of Aentic AI and all the buzz throughout the world with this uh new um capability that has been storming ahead um in the innovation space um I'm going to start a poll and the first poll that we're going to do today so if you could please go out and vote um what do you believe is the most significant impact of AI agents in the telecommunication industry so make your pick there do you think it's around customer experience or service quality um is it around the network management operation and maintenance predictive analytics fault detection uh maybe it's around the massive cop capex that operators are dealing with how do you optimize all those resource allocations and efficiencies can we bring down that uh capex investment can we squeeze every little bit out of the equipment or make our people more efficient so I think we can see the spread there I don't know if you guys can see the poll but I can certainly see the results is can everybody see the results on my screen I And yeah I'm going to end the poll i think we've got a couple of votes in there it's looking good so there's the results um I think my reaction is that I kind of agree with all of above i think Agentic AI has got the ability and capability to really um you know help in in every aspect of the the service life cycle and across the value chain and the operators romit what what what stands out for you maybe well I I agree i think um that's exactly the approach we're taking we're finding that there is efficiencies to be gained across the business functions and which is why our goal is to pepper uh AI agents throughout our key use cases um so this is very much in line with what um our strategy is at this point yes and if I look at number one the the number one enhancing customer experience and service quality thinking from the end customer perspective yes it's always very very important for telecommunication operators you know um you know do their customers have a great experience you know it's around the quality um and the experience of the service interesting okay awesome thank you very much we'll have another poll later on um let's jump into I'm going to hand over to you Rome to take us through the announcements all right um let's dive in so we have a few really key announcements to make but before that um I always like to level that on Service Now's uh telecom product strategy so as a lot of you are already aware um we bring products and solutions uh on top of our service now platform which is powered by AI across various business functions and we stitch them together in ways uh that the user experience is seamless across functions um in the network side telecom network inventory serves as the foundation for you to manage change and build out your network uh it sits adjacent to products like field service management for telco as well as strategic portfolio management for telco which we'll talk about in a bit um once your infrastructure is ready you're able to now monetize it and sell services on top sales and order management for telecom really plays a crucial role there where the entire lead to opportunity to quote and then onto the order uh that entire life cycle is managed inside of sales uh and order management for telco uh we were often asked does that make us a CRM it absolutely does um we cover all functions ranging from account 360 to contact center management uh within our CRM functions that span between sales and order management for telco and telecom service management with telecom service management we bridge the gap between the front office and the back office we bring network knowledge and visibility over to the front office tier one contact center agents and uh we bring uh awareness of the customer context to the network folks uh on a single platform by breaking the silos that today exist between these organizations uh telecom service operations management serves as our eyes and ears to the network this is where we're able to uh ingest events alarms and logs coming in from the network by connecting either into network monitoring systems or into interfaces that may exist to the devices in the network uh this is where we essentially take care of the service operations and health of the network uh we also are introducing as of Yokohama and we'll talk about that uh in a little bit where Roy will take you through the capabilities there a replatform version of our Atronet acquisition that we made last year um so network discovery capabilities will start showing up starting now um in our telecom service operations management capabilities all right uh next slide so while we navigate uh our product capabilities and share with you the capabilities that we have newly introduced always remain aware please that we are built on top of the service now platform what this means is all the goodness of the platform in terms of our workflow management capabilities our AI our generative as well as agentic AI capabilities the low code no code stack the fundamental capabilities around task management SLA management all exist across our products also keep in mind that the core capabilities that come with customer service management and IT service management are also included in our products of TSM for example uh telecom service operations management includes all capabilities that are entitled via the ITM uh product stack so know that when you're uh working with the telecom products you are not only getting the best of the breed industrydriven capabilities you are also uh able to take advantage of the stack that it is built on uh all in all next slide all right so one exciting really exciting announcement that we made uh in partnership with Nvidia at Mobile World Congress this year was around announcing AI agents um let's go to the next slide ai agents have become quite the buzzword and hype out there but the approach that we at Service Now are taking towards it is to really ground it in the reality of taking it to production quickly um so we've identified three key areas where we are introducing AI agents some have already been released um this month and some more are coming in the month of May uh they span areas around service test and repair so the orchestrator agent that we've released in this space essentially goes out and recruits a team of AI agents to go out and not only decipher what kind of tests need to be carried out based on the trouble ticket that's come in uh but also sequence the tests right uh understand and infer the results of the tests that are incoming and then recommend a set of repair tasks that are generated as a out of the test results um that are coming back from the network um so this essentially helps completely compress the meantime to resolution because all of these tasks are typically performed by human agents incident analysis uh which will span um if you can go back to the previous one uh really quickly Yuri so incident analysis will span um our TSOM and TSM products where it essentially is supposed to localize faults uh cluster up incidents and generate these resolution playbooks in order to do the right level of RCA and service impact analysis um this is a proactive care scenario so the goal is for the AI agent to work autonomously and keep customers updated and notified of issues even before they feel the degradation the third area is the highest volume of questions and complaints that come in from customers so contact centers within Telos are inundated with billing questions and we are introducing billing agents which work autonomously as well as in service of a contact center agent uh in order to resolve billing issues uh service now as you know do do not does not have native billing capabilities so this is where we're able to seamlessly in a very um uh generic pattern basis integrate with any billing provider out there there are a couple of showcases that we will launch uh when this comes out but um the interfaces that we will use in order to connect into billing systems are generic enough to switch from billing system to billing system so you'll be able to uh essentially connect it to your billing system carry out all sorts of tasks using this agent including any kind of queries around invoices account statements raising um uh dis billing disputes issuing credit memos debit memos all of these actions can be carried out from inside of service now using the agent next slide we already went over this this is the service test and repair uh agent for um customer service problem management this is where um the agent is essentially the orchestrator agent is able to recruit test agents repair task generation agents in order to create an entire end toend flow of test diagnosis uh as well as repair um so this is uh one of the most promising agents where several several PC's are getting spawned off every day with a lot of our customers um so if you have use cases where you would like to uh pilot this please get in touch with us and we will spin up a POV instance which will be a copy of your production because we you want to run this on um actual data that you are experiencing in production and we'll be happy to handhold you through that P before you take it to production next slide all right um so on service bridge um we are always focused on making the service bridge experience more seamless and smoother so towards that we razor focused on the onboarding experience um by autogenerating field transformations for the fields that are mapping between instances um so the idea is to identify those ma matches up front and reduce the time uh so that manual entries which tend to be errorprone can be avoided and the goal here is to leverage um automation to really boost the productivity of service bridge administrators because servicebridge is all about productivity enhancement uh about creating those fast go to market channels um without where you don't have to direct your customers over to portals you're seamlessly integrating into their own environment so the more efficient it is in terms of breaking the onboarding process down into the least possible steps um that's our goal over here next slide um so test summarization has uh always existed we are adding extensions to that uh with our AI agents the generative AI is of course continuing to produce um service test summariz summaries um that are coming back from the network these can be complex JSON strings that we then interpret into plain English or plain language um for the for the agent to interpret next slide all right case summarization has always existed for service problem management we're also adding it now to our customer success module so within our customer success module um the entire 360 version of a customer based on what is really the health status of that customer are they likely to renew or not are they going to churn when renewal comes up um what is their fundamental sentiment based on the types of cases that are coming in from them are there any outstanding orders that we have slipped on in terms of breaching SLAs um it summarizes everything going on with that customer from a customer success point of view and produces that summary so anyone landing on the customer success case is able to get a bird's eye view of the customer's health and status and then take the necessary strategic actions necessary to um to remedy those all right uh let's talk about the key innovations that we're launching in TSM specifically in telecom service management so there's a complete health and risk frameworks that is being launched for customer success for the customer success module in TSM uh the goal here is to really constantly monitor the engagement health and proactively address those risks so a lot of times uh although the data within the system is indicating that there could be a problem in terms of um several issues coming in from the customer several um high priority tickets coming in or um some orders slipping their delivery time frame uh there is a likelihood that um the customer is not happy but if you do not have the frameworks in place in order to determine that and raise the necessary alarm bells for the for the individuals involved like the customer success manager or the account managers involved to take the action um then that data is merely um not telling you anything right so so the health and uh risk framework essentially identifies these risks uh produces health scores produces alerts and insights that are then generated tasks and actions uh which are disseminated through the organization in order to um remedy the health score and bring it back to a green state next slide all right so the remote catalog client transcription for service bridge is essentially it's a razor focus to improve uh and validate the catalog request um so that you can more accurately fulfill the request that's coming in um so the quality and the accuracy u with with scripts um needs to be reviewed and approved by the consumer administrator before activation uh this this this feature that we're launching with Yokohama helps exactly with that process uh improving the control over catalog requests um so that you're able to by catalog request by catalog request approve or decline which catalog request you want to put in into your instance on the client side on the consumer side um and really give the customer full control on what they wish to publish on their end um so this uh really helps with um with that capability next slide all right so this is where I hand over to Roy to talk about our T-Some innovations in Yokohama thank you Romit um so Tissome visibility at Yokohama is all tissome uh what's new at Yokohama is all about visibility capabilities uh visibility is all around telecom discovery and then detecting uh if there are any discrepancies between discovered data versus information residing in the CMDB and uh we'll kick it off with an awesome video uh that our product marketing and material unit has prepared um let's hit it off and then we'll drill down on the actual um capabilities coming out automation in telecommunications is key to streamlining operations accelerating growth delivering seamless customer experiences and driving down costs accurate network inventory is the foundation that supports these critical automation efforts however maintaining up-to-date and accurate network resource data is often a challenging and time-consuming task network engineers often spend countless hours manually discovering and mapping network resources leading to inaccuracies and outdated information discrepancies between the configuration management database or CMDB and actual network data can result in service disruptions and increased operational costs inefficient manual processes and failed automation lead to longer resolution times and reduced service quality impacting customer satisfaction let's look at how companies use the visibility components in Service Now's Telecommunications Service Operations Management or T-Some to autodiscocover network resources and their hierarchies this helps to automatically identify analyze and reconcile the CMDB and network data discrepancies to accurately reflect the current state of network resources to help manage their network inventory companies can use TESOM to import new network resource assets into their Surface Now database with just a few clicks note how there are no routers listed in the network inventory workspace currently let's switch over to discovery and initiate a quick discovery this establishes a remote connection and pulls in all relevant data about any network hardware at the remote site in this example we're importing data about a Cisco router once the discovery is completed it shows all the information that was imported about the router including the configuration item information class and more next when we reopen the network inventory workspace the newly identified router has automatically been added with detailed information about the number of slots cards and interfaces as well as a logical representation of the hardware discovered in the router all laid out in an eyeleasing easy to understand way as we saw earlier key information about the router was automatically imported into the CMDB via T-Son it goes even further than that though we see a graphical representation of the hierarchical relationship between all of the components in the router through multiple representations this helps inventory managers and telecommunications engineers understand exactly what components are in their environment and their relationship to each other with an accurate view of network resource information as the foundation the rest of Telos's business operations can run smoothly and efficiently this accuracy leads to reduced downtime significant cost savings and enhanced service quality ultimately boosting network reliability performance and overall service experience when telecom works the world works and the world works with Service Now okay I think that was cool i hope you do as well it's actually available uh already it's part of the Okoma release uh released about 10 days ago what is actually shipped out of out of all of that so when you do telecom discovery uh we find that you should be able to support two main methods of discovery one is something we called direct discovery meaning being able to connect directly with the network element uh using SNMP or CLI configuration methods or a combination of and sort of scrap the network element via steps of interrogation harvest that information then transform that row data into the target model the CIS and and the relationship between them in the way we want them to be stored in seem DB so we have out of the box patterns coming out in Yok supporting switches and routers using standard um SNMP MIBs and CLI for a few certified uh vendor device types this can also be easily customized or modified in order to um cover additional um uh devices that you have in your network that are not covered by the out ofthe-box uh patterns um next slide please the other um discovery method is when you want to connect not directly to the network element but to a vendor EMS or NMS system um this um is mandatory in some situations because sometimes network element do not expose any uh management API on their own in some other cases there are some commercial agreements with the device vendors that inhibit um other management system to connect directly with the network element so this indirect discovery method is also super important uh to provide hence why we rolled out of the gate with two methods allowing um a vast sort of um net across the network for this for this um method we're using a framework that we have in service now called service graph connector um it's the best um harvesting and eting uh framework around and this is exactly the framework that's required when when you're doing network discovery it allows you to connect programmatically to EMS or or NMS systems retrieve information from them and then um transform again that data into the target models storing them in in our CMDB both this pattern discovery and the service graph connect discovery methods also will automatically create TNI entities if you have TNI installed making all of these discovered assets automatically manageable uh via TNI as we've seen and you can see this in in the dependency uh graph uh the discovery is a telecom discovery we don't just discover the router or switch or network element CI we go all the way to the slot cards sublot subcards all the way to the pluggable interfaces all of the information that you want to monitor and inventoriize as part of your CNDB data for telecom use cases lastly in the next slide accompanying these discovery methods the flip side of that is um a discrepancy audit engine that's in play that is purpose is to um detect any um major discrepancies between discover data and uh data that already already resides in the CMDB and flag these discrepancies creating um remediation ation or reconciliation tasks either manual or assisted by workflows that can be attached to them so let's take an example we have a network element uh with all of its slots empty except one card sitting at slot zero that's the way it's represented in uh the CMDB however when we perform discovery from the network itself we find that same network element with all slots empty except one card sitting at slot four um so that's a discrepancy we don't want to just overwrite what was there in the CMDB we want to flag that up for some person uh to take a look at and then decide how to remediate it maybe retire the old card maybe change the uh inventory information uh so this is a capability that comes out of the box and caters to both uh discovery method uh it finds various types of uh discrepancies and we have a way to um attach um using a UI action button a reconciliation workflow in order to automate uh that remediation process that's it for my uh spot i'll hand it over for Kevin now well just a one quick question so um when these discrepancies come up is there is it an option to only automate or can you manually also resolve these the default is uh manual tasks that are created and you can uh decide whether for some types of task you also want to associate a workflow you can decide whether this workflow would run automatically or um um a person would have to actually click the button to to kickstart the workflow okay so different options available different options yeah awesome all right thanks Roy appreciate that so I'm Kevin uh I'm going to talk about the cool stuff that's coming uh or that has actually uh arrived uh in Yokohama for TNI so the first thing we'll talk about is the design and assign playbook experience this is this is really this is going to be um a game changer for network inventory um basically this is taking our design and assign capability which up until this release um was used basically to create logical connections so your network circuits in your network um it was incumbent on a on an engineer to to intuitively know all of the steps associated with what needed to happen to build that circuit playbook experience allows you to set up these process driven network inventory activities and break them into into steps and each step has has a um a record producer with the right fields that need to be populated so this this improvement is going to be huge because it's it's now a consistent way of designing your network circuits um that consistency in design is going to lead to more consistent um network circuits fewer circuits that fall out due to design errors um it's going to get your customers up and running more quickly which allows them to generate revenue more quickly so this is a this is a big um this is probably the biggest inventory uh feature for Yokohama for TNI next as part of this is something that's called enhanced change management multimodal change um it's not a really big feature but it's an important feature and it works handin glove with the design and assign experience essentially what we're doing is we're taking the change management capabilities that's part of the product network inventory uses change management as the mechanism for doing a lot of the activity in your network what we've done is we've added a couple new um statuses to change management that are more network inventory ccentric so statuses associated with design in progress design complete um and what we've also done is we've we've opened this up so that customers can create their own statuses for change management that align specifically with their in-house processes and procedures and then the next one the final one we'll talk about is the network site user interface so we've we introduced the mapbased background for our network sites uh this mapbased background is a Google map uh this feature is incumbent on the customer to have a license for Google Maps uh but this will allow customers of network inventory to see a representation of their network sites and the connections between those sites on a map-based background um it's also going to pull in uh incident and alert information so if there are capacity threshold violations associated with the equipment at these sites or the connections between them those will be colorcoded so as to um so as to call out to the engineers hey there's there's an issue here all right uh and so with that let me share my screen and we'll go into the product and I'll show you a little bit of what these features look like okay so uh I'm in network inventory um first thing we'll do is we'll go to the um level one menu uh right here and we'll see that there's a new um item in here called design and assign so this takes me to my design and assign queue so um anytime we've created one of these new design and assign projects it generates a change request so I've got one here that we've done so if we go in we'll see that there are a number of activities associated with creating a logical connection so I'll start at you know the setup request attribute fill in some information here um once I complete that I'm now taken to another um page that allows me to enter more information i'll define my endpoints as I'm building this it's going to start building this circuit on the canvas as well uh so you can see you can see what you're doing and how it's representing on this canvas so it just takes you through all of the different steps of building this out adding IP addresses if you need to and then at the end setting some attributes so again this is a this is a guided way of of more consistently creating uh your logical connections in your network the important thing also about this uh feature is that this is a framework that's being provided as part of TNI so what you can do is use this framework to create playbooks associated with any of your business processes related to creating your inventory um whether that's creating physical connections whether that's creating a network site and populating it with equipment any of your activities that have processes around them you can take those processes and and basically put them into playbook experience all right and then if we take a look at this change request we'll go into the change request that gets generated you'll see that as part of that multimodal change these are some of the new statuses that have gone into that as well all right and then we'll wrap up with the network site map so when I go into this I'm able to go take a look at uh the network sites that I have on a mapbased background i can drill into them um from this menu right here um you know or I what I can do is if I know the name of a site I can put that name in here as well that's not working on that one but so if I and if I uh if I go to these sites and I click on them I can see the connections between these sites so this is showing me the physical connections between these sites i can also view the logical connections or the topologies associated with these sites as well as the cables so um what I'm showing you on the connections is just a pointtooint but if you have the um geoloccation data associated with the physical cable runs and that's typically kept in a system outside of our network inventory but if you have this data you can bring it in import it into our map based uh UI here and then we can actually put it on a map so that you can see what those cable runs actually are and then as I click on things you'll see my my capacity um cards right here to show me what's going on at those sites all right so I will stop there and um that is the features that we're introducing for TNI and the Yokohama release thank you thank you very much Kevin Roy and Rome for taking us through those capabilities um I think let's do one last poll for today and the poll is going to be let me just launch it here give me a sec okay so the last poll for today is what was your favorite new telecommunication innovation in the Yokoma release so there were plenty more but we selected six of them um so we are excited to uh see where the votes are going ai agents test and repair health and risk framework tome visibility for network discovery and reconciliation design and assign playbook experience on network inventory and then the new product two new products around strategic portfolio management and field service management okay I think we have got a couple good votings in there i am going to Oh we still have votes coming in let's see okay I'm going to end the poll and let's share the results okay there we go who wants to take a stab at the response for this well clearly Roy should be saying something yeah now Roy only won because he got the the fancy video with this and I could not and I could not even place my own vote here but uh yeah it uh uh it's very satisfying to see that uh we're uh been investing in in what the market is is looking for uh so this confirms a lot of our assumptions we're glad to see that the visibility is sought after and people are looking at it uh of course it's also nice to see uh also for my side the the AI agents for for test and repair i thought uh this would be popular it's even more popular than than what I originally thought it will be so yeah fantastic now these are great results i think um it lines up with where our investment strategy is going so thanks for that okay thank you very much everybody for participating in our poll okay we are um just a couple of things please post your questions in the Q&A we're going to jump into that um next uh just a reminder um you can scan all these QR codes uh it will be available in the presentation as well but please visit our app store where you will can find uh all the different applications that we have or telecommunication you can see all the out ofbox integrations that we have with some of the vendors that we are um working with um which you know out of the box is is definitely helps with quicker time to market um yeah it's a complex ecosystem it's never just you know one product or one company um so yeah please visit there uh join our community it's a great opportunity to meet with your peers within other companies um it's a great uh place to connect with um experts on the service now uh it's a very responsive people reply to your questions and things like that you have challenges around um you know someations or questions of how do other people do it and things like that that community is just um a really nice place to to post those questions then if you want to see anything um what we did today and you want to have a deeper dive please reach out to your account representative um we are more than happy to talk about your current deployments in the capabilities that we presented today or maybe go into other product and solutions that we have or a deeper dive in some of the demos um or the the capabilities that you saw today so please reach out to your account uh representative then just a reminder we have knowledge around the corner we are super excited for those who have attended this um this is really a great um event to go and see how other telecommunication operators um are using our software um you know what's the benefits what's the challenges um why did they make the decisions we have a telecommunication keynote we have a spotlight roadmap session we have 15 plus customer sessions that's going to be at this event we have the the pack that's going to be on the Monday um which is a great um session uh where we you know dive into the road map and some of the challenges with your peers um from from other operators uh this is just the telecommunicate there there's there's a lot of other content um across all industries at this event but there's a good set um of content just targeted at the telecommunication industry top right there's a QR code um you will find some of the sessions and uh that's already um available there will be another update on um April the 9th um where there will be further sessions uploaded in there so you will see which customers are going to be there and for the first time this year some of the keynotes etc will also be streamed live so if you cannot make this event live there's there's too much content not everything will be available live um and on demand but some of the sessions will be so even if you cannot visit please um go to our website register and you'll be able to see some of those sessions on demand what else for the rest of the year we still have some put AI to work summits going happening in your region so we are covering this across multiple cities across the globe please go and have a look out these are free to register free to attend um the same on the world forum those are kicking off again in July uh towards the later um part of the year um go and have a look um hopefully we are close to a city um where you are you are based where you are living we would love to see and meet you there and connect with you at these events and then DTW we will be uh there for meetings etc so if you are attending please reach out we would love to connect