ServiceNow adds telecom features to workflow automation

Now Platform Tokyo gets telco features “with service delivery, care, and assurance in mind”

Enterprise workflow management software maker ServiceNow has announced the release of Telecommunications Network Inventory (TNI), a workflow management solution to help telco network engineers design and build network resources and services. TNI is available through ServiceNow’s Now Platform, recently updated with a new edition code-named “Tokyo.”

“With the possibilities of 5G fueling the demand for new services, the telecommunications industry is quickly moving toward dynamic real-time customer service delivery experiences. However, Communication Service Providers (CSPs) face many difficulties automating the service lifecycle,” said the company.

ServiceNow’s telco solution is aimed at helping wrangle network resource management. Using the software, engineers can more accurate design, build and manage network resources and services using automated workflows and an accurate view of inventory. The new TNI service was developed to help “communications service providers (CSPs) plan and manage networks with service delivery, care, and assurance in mind, all on one platform,” according to ServiceNow.

ServiceNow notes that TNI is aligned with TMF639, the TM Forum’s Resource Inventory Management API REST (Application Programming Interface Representation State Transfer) specification. TMF639 provides a consistent and standardized mechanism to query and manipulate resource inventory data.

Now Platform Tokyo debuted this week. ServiceNow boasts high-profile early adopters of Now Platform Tokyo including popular bakery King’s Hawaiian, NTT Data and KPMG. 

“With the Now Platform, anyone can digitize and automate departmental and cross-enterprise workflows, optimize business processes for resiliency, and mitigate risk, all on one cloud-based platform,” said the company.

Key features in the new Tokyo release include a manager hub that provides a central location for managers to track and respond to employee tasks and requests. The company has enhanced AI-driven automation to accelerate case resolution with better natural language parsing of unstructured requests. Legal Investigations provides a framework for enterprise legal teams to manage internal complaints, digitizing actions like complain submissions, interview and evidence collection and reporting.

ServiceNow Vault is another new key feature of the Tokyo release; the security environment safeguards sensitive data by providing encryption standards aligned with corporate and government requirements, classifying and anonymizing specific data fields and objects and managing security credentials.

The Tokyo release also adds an Enterprise Asset Management module that automates the lifecycle of physical business assets from planning through retirement, according to ServiceNow. Supplier Lifecycle Management has also been added, providing digitization of what has been historically manual workflows to help suppliers and buyers coordinate to fix supply chain disruptions.

Finally, the Tokyo release also sees Environmental, Social, and Governance (ESG) management functions. ServiceNow promises to provide customers with auditable data using formula-based metrics to account for carbon use and calculate greenhouse gas emissions, complete with spreadsheet-style data entry.

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