Telecommunications, Media, and Technology (TMT)

The ServiceNow® Telecommunications, Media, and Technology (TMT) unifies customer care, order management, network operations, and partner ecosystems on one AI-powered platform to modernize service provider operations.

Built for service providers and technology companies, it enables businesses to scale and capitalize on the fast-growing “everything-as-a-service” opportunity. It streamlines complex processes, automates workflows, and improves service delivery across customer, network, and partner interactions.

TMT brings together legacy systems, streamlines service fulfillment workflows through automation, enables real-time management of network inventory, and coordinates complex processes involving customers, the network, and partners.

• Key benefits

  • Reduce operational costs through process automation and system consolidation.

  • Accelerate time-to-market with default workflows for service activation and order management.

  • Improve customer experience with real-time visibility, intelligent alerting, and proactive issue resolution across the entire customer life cycle.

  • Improve agent efficiency with real-time visibility across systems that enables first-contact resolution and reduces escalations.

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Solutions

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Overview

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Applications

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Telecom Service Management (TSM)

</td><td>

Telecommunications Service Management (TSM) breaks down siloed legacy systems with a unified AI platform that connects service and network operations. Built with industry standards and AI capabilities, TSM enables faster adoption, reduces operational costs, and enhances customer loyalty for telecommunications providers.

</td><td>

• ServiceNow Otto for Telecommunications, Media, and Technology (TMT)

• Customer Success Management

• Service Exchange

• Product Support for Technology

• Customer Service Problem Management

• Service Test Management

• Telecommunications Customer 360

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Additional capabilities

</td><td>

Telecommunications applications that enable you to automate operations and manage your infrastructure include network inventory, service operations, portfolio planning, field work, ad order management.

</td><td>

• Data Center and Network Asset Management

• Telecommunications Network Inventory

• Telecommunications Service Operations Management

• Sales Customer Relationship Management for Telecommunications

• Field Service Management for Telecommunications

• Strategic Portfolio Management for Telecommunications

</td></tr><tr><td>

Technology Provider Service Management (TPSM)

</td><td>

Technology Provider Service Management (TPSM) automates work for technology providers to reduce contact center volumes, boost agent productivity, and maximize customer lifetime value. By embedding continuous AI innovation across customer-facing and internal workflows, TPSM enables as-a-service business models that accelerate value, fuel growth, and reduce costs.

</td><td>

• ServiceNow Otto for Telecommunications, Media, and Technology (TMT)

• Customer Success Management

• Service Exchange

• Product Support for Technology

</td></tr><tr><td>

Additional capabilities

</td><td>

Sales CRM for Technology Providers unifies sales, order management, and post-sales services on a single platform. Define new services quickly through catalog-driven orchestration, capture orders accurately, and automate fulfillment to reduce costs and improve customer retention.

</td><td>

Sales CRM for Technology Providers

</td></tr></tbody> </table>## Developer reference

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TMF APIs for TMT

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Open Digital Architecture-aligned REST APIs available across TMT solutions — a shared API surface for integrations.

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Browse APIs by product

</td></tr></tbody> </table>## Additional resources

• Learn more about what’s new and changed, see the Telecommunications, Media, and Technology release notes.

• Learn about Customer Service Management at Customer Service Management

• Log in to your ServiceNow® account and find additional information about implementing and deploying Telecommunications, Media, and Technology features at the Best Practices Library.

• Access real-time courses, self-paced training, and career resources at ServiceNow University.

• Find useful resources related to your role and explore general guidelines at ServiceNow Impact.

• Connect with Telecommunications, Media, and Technology users at the ServiceNow Community:

  • Telecommunications

  • Technology Providers