What’s New for Telco and Service Providers in the Vancouver Release of the ServiceNow Now Platform

Published: March 20, 2024
6 min read

ServiceNow continues to double down on helping Telco and Service Providers to leverage its platform with the help of Gen AI workflow right out of the box in the Vancouver release. These enhancements enable organizations in this sector to improve their operations, enhance customer experiences, and stay competitive in a rapidly evolving industry.

Here’s our top 10 highlights for Telco and Service Providers:

Telecom Service Management

Vancouver release introduced advanced capabilities for managing telecom services efficiently. Telco organizations can now seamlessly track and manage network assets, monitor service performance, and automate incident resolution processes. This leads to reduced downtime, improved network reliability, and enhanced customer satisfaction.

5G Network Support

With the growing adoption of 5G technology, ServiceNow has integrated support for 5G networks. This feature allows telco providers to manage 5G infrastructure effectively, ensuring optimal network performance and reliability.

ServiceNow Customer Service Management (CSM)

The Vancouver release enhances the ServiceNow CSM module, enabling telco and service providers to deliver exceptional customer experiences. It offers advanced case management, self-service portals, and intelligent automation to streamline customer interactions and issue resolution.

AI-Powered Customer Insights

Vancouver release incorporates AI-driven analytics tools that help telco and service providers gain deeper insights into customer behaviour and preferences. This data can be leveraged to offer personalized services and marketing campaigns, ultimately improving customer retention and revenue generation.

Field Service Management

ServiceNow’s Field Service Management capabilities have been bolstered in this release. Telco providers can optimize their field service operations by efficiently scheduling appointments, dispatching technicians, and ensuring timely issue resolution, all while reducing operational costs.

Compliance and Regulatory Tools

Staying compliant with industry regulations is critical for telco and service providers. The Vancouver release introduces enhanced compliance and regulatory tools, making it easier to manage and demonstrate adherence to various telecom regulations and standards.

Enhanced Security and Privacy

Given the sensitivity of customer data in the telecom sector, security and privacy are top priorities. Vancouver release introduces new security features and privacy enhancements to safeguard customer information and ensure data protection compliance.

IoT Device Management

With the increasing deployment of IoT devices in the telecom sector, ServiceNow now offers improved IoT device management capabilities. This includes better monitoring, maintenance, and automation of IoT devices, ensuring their uninterrupted operation.

Integration Hub

The Integration Hub has been upgraded, allowing telco and service providers to integrate ServiceNow with a wide range of third-party systems and data sources. This flexibility enables smoother data exchange and automation of cross-functional processes.

Performance Analytics

Vancouver release offers advanced performance analytics tools tailored to the needs of telco providers. These tools enable organizations to monitor network performance, track key performance indicators (KPIs), and make data-driven decisions to optimize their operations.

Dig Deep: Vancouver Release Highlights


Vancouver Release Notes


Vancouver Upgrade Planning:


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