Telecommunication Service Management
Hi there,
Telecommunication Service Management is called an 'Industry product'. The industry product leveraged from 'Horizontal Product'. Here, the Platform plays a vital role. The platform covers the CMDB, Omni Channels (Email, Virtual Agent, Mobile App ), and Agent Workspaces. The generic formula (Based on my own experience) to learn Telecommunication Service Management- TSM = ITSM + CSM + KM + FSM + Telco Knowledge.
Additionally, the following features are added to strengthen the Telco solutions. Telco products are highlighted with Telco codes and it start the prefix as TMF. It's a Telco API and supports to run E2E Service.
1. Service Bridge
- It mainly focuses on the integration between the Customer ServiceNow Instance & Service Provider ServiceNow Instance.
2. Product Catalog - TMF 620
- The following links are going to help to understand the product catalog features from ServiceNow
https://www.tmforum.org/resources/standard/tmf620-product-catalog-management-api-user-guide-v4-1-0/
3. Trouble Ticket - TMF 621
- To enable a trouble ticket you should refer to 'Proactive Service Experience Workflows' and refer to 2 links to understand more.
4. Service Catalog - TMF 633
- To understand the APIs you can refer below link.
https://www.tmforum.org/resources/standard/tmf633-service-catalog-api-user-guide-v4-0-0/
5. Product Inventory - TMF 637
- To understand complete information please refer below links.
6. Proactive Service Experience Workflows
- It is an application that aids in addressing network-initiated incidents and proactively informing affected customers. It enhances the Incident Management application by focusing on common SD-WAN service issues detected by network management systems. A new field will be added to the incident form. I highlighted the following items are example one.
| Column Label | Field Name | Field Type |
|---|---|---|
| Stage | sn_ind_tsm_core_stage | String (Choice List) |
| TSM | sn_ind_tsm_core_incident | True/False |
Additional choices will be added in the Category and Subcategory fields, OOB resolver group will be added
The following tables are added to the Decision tables.
| Name | Reference | Conditions |
|---|---|---|
| Incident Escalation Policy | Incident record | |
| Work order creation flow | Incident record | Work order creation flow |
Please refer below link to understand the complete usage & functionalities
The below diagram illustrates the functional architecture of ServiceNow.
Hope you like it. If any questions or remarks, let me know!
If this helped you in any way, I would appreciate it if you hit bookmark or mark it as helpful.
TMS #Telcom
#Telco #TelecommuniicationManagementService
IndustryProduct
Regards,
Suresh Loganathan.
https://www.servicenow.com/community/telecomm-articles/telecommunication-service-management-tsm-overview/ta-p/2765097