Telecommunications, Media, and Technology Service Management Essentials
10 Hours 20 Minutes

Telecommunications, Media, and Technology Service Management Essentials

The Telecom, Media, and Tech Essentials course provides a comprehensive overview of ServiceNow® applications tailored for Telecommunications, Media, and Technology (TMT) Service Providers. It emphasizes the perspectives of implementers and key stakeholders. The course covers key functions, capabilities, and configuration of ServiceNow® applications, offering end-to-end visibility from customer to network. The content is divided into seven sections, including an overview, service management, service bridge,, Account Lifecycle Events, Proactive Service Experience Workflows, and additional information.

Achievements

By completing this Course you will achieve the following:

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

Release Notes

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.

 

You will learn

Application Implementation Requirements Gathering Business Frameworks Data Modeling