Telecommunications Service Operations Management -- Learn how Telecommunications Service Operations Management (TSOM) empowers communication service providers (CSPs) to proactively monitor, analyze, and resolve network and service issues before they impact customers. Built on the ServiceNow AI Platform, TSOM delivers a unified operations view across distributed, multi-domain telecom environments, helping teams improve service availability, operational efficiency, and customer satisfaction.
Explore -- Learn how Telecommunications Service Operations Management (TSOM) empowers communication service providers (CSPs) proactively monitor, analyze, and resolve network and service issues before they impact customers. Built on the ServiceNow AI Platform, TSOM delivers a unified operations view across distributed, multi-domain telecom environments, helping teams improve service availability, operational efficiency, and customer satisfaction.
Telecom data model -- The Telecom data model defines a structured framework for representing telecommunications networks within the CMDB. It extends the core configuration item (CI) model to describe telecom‑specific infrastructure, connections, and relationships in a consistent and scalable way.
SD-WAN data model -- The ServiceNow AI Platform uses a custom data model that defines how SD-WAN connectors discover and retrieve device information.
MPN data model -- The Mobile Private Network (MPN) data model extends the Telecom data model to represent both the physical hardware and the virtual network functions that make up a mobile private network, along with the relationships that connect them.
Telecom Visibility -- Telecom Visibility extends the discovery and reconciliation capabilities of ITOM Visibility to meet the specific needs of telecom service providers. It enables accurate, telecom-aware network inventory by discovering real-time network data, reconciling mismatches, and maintaining a consistent telecom model in your CMDB and TNI (Telecommunications Network Inventory).
Telecom Visibility vs. ITOM Visibility -- As telecom networks evolve and become more hybrid and complex, visibility into infrastructure is more critical than ever. To meet the unique needs of different environments, ServiceNow AI Platform offers two purpose-built visibility solutions: ITOM Visibility and Telecom Visibility.
Telecom Discovery -- ServiceNow AI Platform Telecom Discovery provides visibility into your telecom network infrastructure by extending ITOM Visibility to support telecom-specific use cases.
Direct Discovery with Discovery Patterns -- The Telecommunications Discovery Patterns plugin (also known as TSOM Patterns) extends ServiceNow AI Platform Telecom Discovery to support direct discovery of standalone network elements—such as routers and switches—without relying on traditional network management systems. These patterns enable Communication Service Providers (CSPs) to identify and map multivendor xNFs using protocols like SNMP and CLI.
Telecom Router Pattern -- The ServiceNow Telecom Discovery application uses the Telecom Router discovery pattern to find SNMP-based routers in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow Store.
Telecom Cisco 7613 Router Pattern -- The ServiceNow Telecom Discovery application uses the Telecom Cisco 7613 Router discovery pattern to find SNMP-based Cisco 7613 in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow Store.
Telecom Juniper MX SSH Router Pattern -- The ServiceNow Telecom Discovery application uses the Telecom Juniper MX SSHRouter discovery pattern to find SNMP and CLI -based Juniper MX Series routers in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow store.
Telecom Cisco Switch Pattern -- The ServiceNow Telecom Discovery application uses the Telecom Cisco Switch discovery pattern to find SNMP-based Cisco switches in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow Store.
Telecom Switch Pattern -- The ServiceNow Telecom Discovery application uses the Telecom Switch discovery pattern to find SNMP-based Telecom switches in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow Store.
Indirect Discovery with SGCs -- ServiceNow Telecom Discovery using Service Graph Connectors (SGC s) enables you to seamlessly integrate network infrastructure data from external management systems, such as EMS, NMS, and SDN Controllers, into the Configuration Management Database (CMDB).
Telecom Discovery via Nokia Altiplano -- The Service Graph Connector for Nokia Altiplano offers a telecom-aware integration that brings real-time network inventory from the Nokia Altiplano Access Network SDN Controller into your ServiceNow CMDB.
Telecom Discovery via Cisco Meraki SD-WAN -- The Service Graph Connector (SGC) for Cisco Meraki provides a cloud-based management platform that provides a visual representation of network traffic flow between services and applications, enabling centralized configuration, monitoring, and management. Network administrators can easily discover and map services, enforce security policies, and troubleshoot issues in real time.
Telecom Discovery via Fortinet SD-WAN -- The Service Graph Connector for Fortinet provides a telecom-aware integration that imports real-time network inventory data from the Fortinet network management system into the Configuration Management Database (CMDB). This integration enhances visibility and management of network resources.
Telecom Discovery Builder framework -- The Telecom Discovery Builder framework ETL (Extract, Transform, Load) is a reusable and schema-aligned component delivered with the Telecommunications Service Operations Management (TSOM) Core application. It provides a consistent and extensible method for ingesting telecom inventory data into the ServiceNow configuration management database (CMDB) across multiple Service Graph Connectors (SGCs).
Identify and reconcile discrepancies -- Use the Telecom Discrepancy Identification and Reconciliation capability to keep your CMDB or Telecommunications Network Inventory (TNI) in sync with your live telecom network. By continuously auditing and comparing discovered data with inventory records, this solution helps you detect, classify, and automatically remediate inconsistencies before they impact service quality, assurance, or fulfillment processes.
Types of discrepancies -- The Telecom Discrepancy Identification and Reconciliation capability identifies and classifies mismatches between the network state (as discovered through TSOM Discovery or Service Graph Connectors) and the inventory data stored in the CMDB or TNI.
Certification Audit Logics -- Audit Results are created for each audit executed on records that matched the selection (see matching conditions in Initial Certification Audit Run).
Telecom Assurance -- Telecom assurance monitors network performance, detects faults, and maintains service quality. ServiceNow Telecommunications Service Operations Management software is integrated with existing monitoring tools to consolidate alerts into a single platform, delivering AI-driven insights and automated workflows from fault detection to resolution.
Telecom API Event Notifications -- Use the Telecommunications API notification to receive the external events that occurring in the customer network system so that you can promptly respond to them in the ServiceNow.
Fault Management: Events and alerts -- Fault Management supports the monitoring, detection, and resolution of configuration and performance issues across SD-WAN-managed network devices. It integrates with Event Management to generate alerts and track events automatically.
SD-WAN Alerts Dashboard -- Monitor and analyze SD-WAN network alerts across customers and devices, with views for today's alerts, 30-day alert history, and alert trends over time.
SD-WAN Inventory Dashboard -- The SD-WAN Inventory Dashboard provides a visual summary of your SD-WAN network inventory, including total customers, sites, devices, and models, with breakdowns by device model and class.
Performance management: Metric collection -- Performance management enables you to capture and analyze operational metrics to identify anomalies. Detected anomalies can generate alerts that surface in Service Operations Workspace, helping you avoid service outages.
Pagination in Meraki pull connector metrics requests -- The Meraki pull connector handles pagination automatically for metrics API requests, ensuring complete data retrieval for large organizations where API responses are returned in multiple pages.
Pull connector granularity -- Granularity controls the time resolution of metrics samples collected by a pull connector from the source system API. Aligning granularity with the polling interval reduces API calls to the source system.
MPN Formula Engine processing -- The Formula Engine processes raw KPI formulas and stores the result in the Formatted KPI Formula field when a record is inserted or updated in the MPN Formulas [sn_tsom_em_conns_kpi_definitions] table.
Metric-to-CI binding -- Metric-to-CI binding associates metrics collected by a pull connector with configuration items (CIs) in the Configuration Management Database (CMDB). Default binding logic is used for each supported connector, which you can override with a custom implementation.
Metric aggregation modes -- Metric aggregation rolls up raw metrics collected from individual network resources into calculated metrics on parent or anchor configuration items (CIs). The aggregation mode determines how source resources are selected and where the aggregated result is published.
Metric aggregation scripted extension -- You can define custom KPI calculations on top of raw metrics collected from source systems. Configurable formulas combine, aggregate, and label metrics without requiring code changes to the platform.
Configure -- Configure Telecommunications Service Operations Management (TSOM) to enable real-time event ingestion, correlation, and automated remediation by integrating with external network monitoring and discovery systems.
Configure Telecom Visibility -- Telecom Visibility provides foundational capabilities that support both Telecom Discovery and Telecom Discrepancy Identification & Reconciliation. It includes shared logic, enhanced CI class models, and Identification and Reconciliation Engine (IRE) updates tailored for telecom network elements.
Install Horizontal Discovery -- Install Horizontal Discovery patterns understanding the dependencies and requirements.
Activate Discrepancy and Reconciliation -- Activate the Telecom Discrepancy Identification and Reconciliation feature (part of the Telecom Visibility plugin) to ensure consistency between telecom network resources discovered in the live network and the data represented in the CMDB or Telecom Network Inventory (TNI). This feature helps detect and remediate mismatches automatically, supporting service accuracy and data integrity across your telecom environment.
Configure filter for audit -- Define filtering conditions to control the scope of Telecom Discrepancy audits. These filters ensure that audits run only on the desired set of CIs, improving performance and targeting accuracy.
Configure attribute comparison settings -- Configure attribute comparison settings in CMDB 360 to detect data inconsistencies across multiple discovery sources.
Control CI attribute updates -- To prevent specific attributes of a Configuration Item (CI) from being overwritten by Discovery or other data sources, use Reconciliation Rules. These rules define which data source is trusted to update a particular attribute when multiple sources provide values.
Configure Telecom Discovery Builder -- Leverage the prebuilt Telecom Discovery Builder framework ETL by duplicating it into your connector scope, assigning the appropriate data source, and deploying it as part of a new service graph connector.
Create a duplicate TSOM core data source -- Set up a schema-compliant data source in the connector’s application scope to simulate telecom data and ensure successful testing and validation of the Telecom Discovery Builder framework ETL before integrating with live device data.
Duplicate Telecom Discovery Builder -- The Telecom Discovery Builder framework ETL enables Service Graph Connector (SGC) teams to rapidly adopt a standardized, schema-compliant data ingestion pipeline without building ETL logic from scratch.
Example -- This example walks you through how to duplicate the Telco Generic Schema ETL to set up a customized Service Graph Connector (SGC) ETL for your telecom integration. Use this procedure when you want to create a baseline ETL in your connector’s application scope based on the standardized Telco Generic Schema, ensuring schema alignment, consistency, and faster deployment.
Extend TNI entity support -- When Telecom Network Inventory (TNI) is enabled, every Configuration Item (CI) created by a duplicated ETL must have a corresponding TNI Entity.
Standard JSON for service graph connectors -- Use the TSOM architecture to support standardized Service Graph Connectors using a unified schema and reusable ETL logic. This reduces onboarding time for new connectors and simplifies integration with CMDB.
Configure Nokia Altiplano SGC -- Configure the Nokia Altiplano service graph connector to import physical and logical inventory data from the Nokia Altiplano Access Network SDN Controller into your ServiceNow Configuration Management Database (CMDB).
Set up Nokia Altiplano -- Learn how to install and configure the Service Graph Connector for Nokia Altiplano, including optional demo data, connectivity setup, and data collection schedules.
Manage multiple Altiplano instances -- Learn how to configure and manage multiple Nokia Altiplano instances within a single ServiceNow environment. This enables administrators and integrators to create independent connection aliases and import schedules customized to specific filtering or frequency needs.
Concurrent import and parallel loading -- Improve the efficiency of large data imports from Nokia Altiplano by configuring concurrent imports and enabling parallel loading. This configuration allows the platform to run multiple data import and transformation jobs simultaneously.
Map Altiplano CIs and relationships -- Use the Service Graph Connector for Nokia Altiplano to map discovered physical and logical network resources to telecom-aligned Configuration Item (CI) classes in the CMDB. The connector supports consistent service modeling, visibility into chassis-level components, and automation of logical and physical relationships.
Configure Cisco Meraki SGC -- Configure the Cisco Meraki Service Graph Connector (SGC) to import physical and logical inventory data from the Cisco Meraki (SGC) into your Configuration Management Database (CMDB).
Set up the Service Graph Connector for Cisco Meraki schedule -- Set up and configure the Service Graph Connector for Cisco Meraki. The process includes installation, optional demo data integration, connectivity configuration, and scheduling data collection for seamless Configuration Management Database (CMDB) integration.
Manage multiple Meraki SD-WAN instances -- Configure and manage multiple Cisco Meraki instances within a single ServiceNow AI Platform environment. This functionality facilitates the creation of distinct connection aliases and the establishment of independent import schedules that you can customize to accommodate specific data filtering and frequency requirements for administrators and integrators.
Map Cisco Meraki CIs and relationships -- Use the Service Graph Connector (SGC) for Cisco Meraki to map discovered physical and logical network resources to telecom-aligned configuration item (CI) classes in the Configuration Management Database (CMDB). Service Graph Connectors support consistent service modeling, provide visibility into chassis-level components, and automate the creation of logical and physical relationships.
Configure Fortinet SGC -- Configuring the Fortinet SD-WAN Service Graph Connector (SGC) enables you to import physical inventory data from FortiManager into the Configuration Management Database (CMDB) of your ServiceNow instance.
Set up the Service Graph Connector for Fortinet schedule -- Set up and configure the Service Graph Connector for Fortinet SD-WAN. The process includes installation, optional demo data integration, connectivity configuration, and scheduling data collection for seamless Configuration Management Database (CMDB) integration.
Manage multiple Fortinet SD-WAN instances -- Configure and manage multiple Fortinet instances within a single ServiceNow AI Platform environment. This functionality facilitates the creation of distinct connection aliases and the establishment of independent import schedules that you can customize to accommodate specific data filtering and frequency requirements for administrators and integrators.
Configure Fortinet allowlist -- Configure connector definitions to limit polling to specific Fortinet ADOMs using allowlist settings.
Customize scripted extension points -- Customize how license expiration dates for Fortinet devices are stored on CIs by implementing scripted extension points.
Map Fortinet CIs and relationships -- Use the Service Graph Connector (SGC) for Fortinet SD-WAN to map discovered physical and logical network resources to telecom-aligned configuration item (CI) classes in the Configuration Management Database (CMDB). Service Graph Connectors support consistent service modeling, provide visibility into chassis-level components, and automate the creation of logical and physical relationships.
Configure Arista VeloCloud SGC -- Configure the Arista VeloCloud Service Graph Connector (SGC) to discover and import physical and logical inventory data from your Arista VeloCloud environment into the Configuration Management Database (CMDB).
Set up the Service Graph Connector for Arista VeloCloud schedule -- Set up and configure the Service Graph Connector for Arista VeloCloud SD-WAN. The process includes installation, optional demo data integration, connectivity configuration, and scheduling data collection for seamless Configuration Management Database (CMDB) integration.
Manage multiple VeloCloud SD-WAN instances -- Configure and manage multiple Arista VeloCloud instances within a single ServiceNow AI Platform environment. This functionality facilitates the creation of distinct connection aliases and the establishment of independent import schedules that you can customize to accommodate specific data filtering and frequency requirements for administrators and integrators.
Map Arista VeloCloud CIs and relationships -- Use the Service Graph Connector (SGC) for Arista VeloCloud to map discovered physical and logical SD-WAN resources to telecom-aligned configuration item (CI) classes in the Configuration Management Database (CMDB). SGC support consistent service modeling, provide visibility into network components, and automate the creation of logical and physical relationships.
Configure Telecom Assurance -- Setting up and configuring fault management enables you to monitor network devices for configuration and performance issues.
Configure API notifications -- Configure the Telecommunications API notification in the ServiceNow instance.
Create a topic -- Create a topic and publish the incoming notifications from the external system to the topic. By creating the topics, subscribers can select the topics to which they want to subscribe.
Create a topic subscription -- Subscribe to the topic in the ServiceNow AI Platform that you want respond to the incoming notification from the external system. By subscribing to the topic, the subscriber receives the notifications based on the topics that you subscribe to.
Activate Telecom Alarm Management -- Activate the endpoint of the Telecommunications Alarm Management Open API connection. By activating the endpoint, you receive the incoming notifications from the external system for the topic that you registered.
Configure a webhook -- Integrate with a webhook to connect to an external event source and push event information to your ServiceNow instance.
Configure an event pull connector -- Configure event pull connectors that require a script, connector definition, and connector instance to pull events from external management systems. These connectors automate the data retrieval process, promoting the seamless integration of external events into your system for efficient monitoring and management.
Configure elastic event pull connectors for MPN -- Configure a mobile private network (MPN) pull connector instance to collect metrics from specified KPI domains in Elastic data store and publish them for assurance monitoring and analytics.
Configure elastic connectors for MPN alarm collection -- Configure a connector instance to collect fault management alarm data from a Mobile Private Network (MPN) Elastic index and forward events to Event Management.
Override default metric-to-CI binding -- Replace the shipped logic that binds collected metrics to configuration items (CIs) for a Telecommunications Service Operations Management metric source by creating your own implementation of the EventFieldMapping extension point and wiring it into an event field mapping rule.
Configure a metric aggregation job -- Configure a scheduled job to aggregate raw metrics into a calculated metric on a parent or anchor configuration item (CI). Aggregated metrics let you view performance data at a higher level of the network.
Create a custom metric aggregation implementation -- Create a custom implementation of the metric aggregation scripted extension point when the default aggregation modes don't cover a calculation you need.
Use -- Use Telecommunications Service Operations Management (TSOM) to proactively monitor telecom services, validate data integrity, and reconcile discrepancies across network inventory and discovery sources. TSOM enables operations teams to maintain an accurate telecom-aware CMDB and act on real-time network insights.
Use Telecom Discovery patterns -- Use Telecom Discovery patterns to identify and classify network functions (xNFs) from vendor devices such as Cisco, Juniper, routers, or switches. Leverage pattern-based discovery to map telecom resources into the CMDB.
Run Nokia Altiplano Import -- Manually execute a configured import schedule for the Nokia Altiplano Service Graph Connector. You can also execute the import to validate the connector setup, run ad-hoc imports, or test newly configured connection aliases. This task helps ensure that data from Altiplano is successfully imported or updated in the CMDB.
Run Fortinet SD-WAN Import -- Manually run a configured import schedule for the Fortinet Service Graph Connector (SGC) to verify that data from Fortinet was successfully imported or updated in the Configuration Management Database (CMDB). You can also perform the import to validate the connector setup, run one-off imports, or test newly configured connection aliases.
Run Cisco Meraki SD-WAN Import -- Manually run a configured import schedule for the Cisco Meraki Service Graph Connector (SGC) to verify that data from Cisco Meraki was successfully imported or updated in the Configuration Management Database (CMDB). You can also perform the import to validate the connector setup, run one-off imports, or test newly configured connection aliases.
Validate JSON payloads -- Use the TsomSchemaValidator utility class to validate JSON payloads against TSOM schemas before importing data. This helps identify errors early, reduce ETL failures, and confirm data quality.
Run Telecom Discrepancy audit -- The Telecom Discrepancy Audit validates the integrity of configuration items (CIs) and relationships across your telecom inventory using the CMDB Compliance framework.
Discrepancy Audit example -- The Telecom Discrepancy Audit validates the integrity of configuration items (CIs) and relationships across your telecom inventory using the CMDB Compliance framework.
Attribute value discrepancy report -- Use CMDB 360 to generate reports that highlight discrepancies in attribute values between different discovery sources or between a discovery source and the CMDB baseline.
Reference -- Several types of components are installed with Telecommunications Service Operations Management applications and plugins.
Fortinet installed integrations -- Predefined system integrations use Fortinet REST APIs to pull metric data into your ServiceNow instance to monitor your Fortinet devices.
Cisco Meraki installed integrations -- Predefined system integrations use Meraki REST APIs to pull metric data into your ServiceNow instance to monitor your Cisco Meraki devices.
Telecom API notifications roles -- Administrators can assign user roles to grant access to the API notification database tables. The following standard roles for the Topic [sn_api_notif_mgmt_topic] and Topic Subscription [sn_api_notif_mgmt_subscription] tables are included in the ServiceNow system.
Nokia Altiplano system components -- System properties control how the connector operates, including discovery options and performance settings.
Discrepancy and Reconciliation components -- The system properties are part of the TSOM Visibility plugin (sn_tsom_core) and control the Telecom Discrepancy Identification & Reconciliation log (TSOM CMDB Audit). The TSOM Visibility plugin serves as an enabler for the TSOM Visibility applications, containing logic that is shared across the Telecom Discovery and Telecom Discrepancy Identification & Reconciliation solution.
Fortinet Service Graph Connector API Endpoints -- The Service Graph Connector for Fortinet integrates Fortinet Dashboard API data into ServiceNow AI PlatformConfiguration Management Database (CMDB). This document details the API endpoints used and how data flows through the system.
Cisco Meraki Service Graph Connector API Endpoints -- The Service Graph Connector for Meraki integrates Cisco Meraki Dashboard API data into ServiceNow AI PlatformConfiguration Management Database (CMDB). This document details the API endpoints used and how data flows through the system.
MPN Formulas table -- Reference for the MPN Formulas [sn_tsom_em_conns_kpi_definitions] table and the automatic processing that occurs when a record is inserted or updated.
Page limits for Meraki pull connector endpoints -- The Meraki pull connector paginates API requests so that all records are retrieved for large organizations. The page size is set per endpoint to match each endpoint's maximum supported value in the Meraki API v1.
Pull connector granularity constraints -- Each connector type enforces minimum and maximum values for the granularity and metrics collection schedule fields on the connector instance form. The connector instance form rejects values outside the supported range.
Metric aggregation configuration reference -- The configuration object passed to the metric aggregation scripted extension point defines what to aggregate, how to aggregate it, and where to publish the result. The parameters that apply depend on the aggregation mode.