About this Course
** Please note: the Order Management (OMT) components of this course have been removed. You can learn about Order Management by taking this course: Order Management Fundamentals. We apologize for any inconvenience.
** Please note: To complete the Service Bridge lab exercises, you will need to have two ServiceNow instances. You can enroll in the following Learning Path to obtain two instances.
Service Bridge for Implementers
ServiceNow® for Telecommunications, Media, and Technology (TMT) Service Providers connects the customer to the network with end-to-end visibility. It consists of the following:
- Telecommunications / Technology Provider Service Management
- Service Bridge for Consumers and Service Bridge for Providers
- Telecommunications and Media Assurance Workflows
This course focuses on key functions, capabilities, and configuration of ServiceNow® applications for Telecommunications, Media, and Technology (TMT) Service Providers.
This course consists of six sections:
- Telecom, Media, and Tech Overview
- Service Management for Telecom, Media, and Tech
- Service Bridge for Telecom, Media, and Tech
- Account Lifecycle Events (ALE)
- Proactive Service Experience Workflow (PSEW)
- Additional Information
Recommended prerequisites
ServiceNow Administrative Fundamentals
Customer Service Management (CSM) Fundamentals and Customer Service Management (CSM) Implementation
Service Bridge V2 courses:
Service Bridge Overview
Service Bridge for Providers
Service Bridge for Consumers
Objective
Upon successful completion of this course, participants will be proficient in the following:
- Articulating industry-specific challenges and understanding how ServiceNow® can address them, particularly in support of Telecommunications, Media, and Technology (TMT) Service Providers.
- Recognizing the applications available within the Now Platform® tailored to assist Telecommunications, Media, and Technology (TMT) Service Providers.
- Identifying the various user personas involved in utilizing and supporting the Now Platform® within Telecommunications, Media, and Technology (TMT) Service Providers.
- Demonstrating the fundamental configuration of Telecommunications/Technology Provider Service Management, Service Bridge/Service Bridge for Providers and Consumers
- Effectively leveraging ServiceNow® Telecommunications/Technology Provider Service Management to enhance customer experience.