SERVICENOW KNOWLEDGE 21

Telecommunications Book of Knowledge

Tackling digital transformation to move communications service providers forward

 Workflow your world
The biggest business story of the last year was the impact of COVID-19 on the way we work
and live. What it showed is that change can happen in an instant and without warning. So, it’s
critical to be able to adapt and rise to the challenge.
I remember going into a leadership meeting on a Monday morning to do blue-sky thinking, and
I said, “If we can’t solve COVID, there won’t be a blue sky.” We realized that ServiceNow was at
the epicenter of the workflow revolution, and we knew the world was counting on us to make
the world of work, work better for them. This was the time for exponential thinking. Go big or go
home. But we were already home, so we went big.
We have the best engineering team in the business. In the last 18 months, they doubled the
features and the functionality of the Now Platform® for our customers. We’ve built workflows in
days and weeks, like our Emergency Response apps, our Safe Workplace suite of applications,
and most importantly, we leaned in to solve the biggest workflow issue of this generation:
turning vaccines into vaccinations.
Whatever your business is facing, let’s workflow it
Throughout this book you’ll see stories from organizations who tackled complex challenges with
workflows. While the problems are different, they all pushed forward and took the lead on their
own digital transformation and, with the help of ServiceNow, unlocked impressive results.

2

This is the year that telecom
operators are laying the
foundation for not only helping
their customers transform but even
for transforming entire industries.”
— Chris Bauschka,
AVP and GM, Telecom, Media, and Technology Industry,
ServiceNow
Our strategy for
Telecommunications is simple—to
be a system of action for CSPs to
deliver frictionless workflows across
the entire customer journey.”
— Rohit Batra,
Head of Product, Telecommunications, ServiceNow
33
3
Tackling digital transformation to move
communications service providers forward
Over the past year, digital networks and connectivity became lifelines in both our professional and personal lives.
As supply chains were interrupted, education was tested, and remote healthcare took a front seat, professionals
around the world pushed boundaries so their teams and businesses would thrive in the vastly expanded digital
work environment.
Communications service providers (CSPs) were at the forefront of the global pandemic, helping customers and entire
industries transform almost overnight. Now, they’re laying the foundation for more, from helping their customers
transform to transforming entire industries. Mobile 4K video, reducing the cost and complexity of managing their
networks, and preparing for 5G and MEC are just the beginning.
At ServiceNow, we partner with CSPs to fuel their transformation with digital workflows and automation that drives
simplicity into telecom operations and services. In fact, simplicity is at the core of everything we do—in the way we
deliver our products, in the ecosystem, and in the customer experience itself.
We’ve invested heavily into the areas of order management, customer care, and service assurance—bringing these
three critical domains together on a single platform. Along with our commitment to industry standards like TM Forum
and Metro Ethernet Forum, we are building capabilities that simplify the ecosystem of technology vendors, resulting in
better business outcomes for our customers and their partners.
Ultimately, our strategy for Telecommunications points back to customer experience, our North Star. AT&T is a great
example of this. Customer satisfaction is key to differentiating AT&T, and they knew they needed to do better.
Partnering with ServiceNow, AT&T is transforming its customer service and operations. For example, Service managers
can now better support customers with a single view, helping drive powerful connection and improved service levels.
Whether you’re launching new services or transforming existing business services, transformation is among the most
challenging thing you’ll ever do. Leveraging these three principles, though, can lead to success:
1. Have a simple and clear vision. Be bold, inspire your organization, and keep your North Star in focus.
2. Take a one-team approach. Have your IT organization and system integrator operate as one team to
drive transformation.
3. Create short phases with clear business value. Resist the temptation to make a big bang.
Here at ServiceNow, we are just getting started with helping CSPs drive, innovate, and execute their
transformation strategies.
Telecommunications Keynote 1430 Overview
Search the session ID in the library after you register.
 Streamline order management
Today’s order management approach doesn’t scale to the needs of modern
CSPs—and will prevent you from taking full advantage of growth opportunities,
like 5G. Nearly every step in the order management process requires stitching
together multiple disconnected systems and labor-intensive processes. As a result,
inconsistencies and errors leave customers waiting for products and services they’ve
ordered—and you waiting to realize that revenue.
Streamlining order management with ServiceNow helps CSPs to scale their approach
to order management and realize the full potential of growth opportunities, like 5G
and business diversification. By uniting order management and service assurance
on one platform, CSPs accelerate revenue growth by launching new products and
services faster, and shortening time to revenue with accurate orders and less fallouts.
Ultimately, this ensures customer success through a reliable service fulfillment
approach to meet SLA/OLA requirements and lower the cost to serve.

44
 Deutsche Telekom streamlines service delivery with ServiceNow
Deutsche Telekom is one of the world’s leading information and communications technology providers, offering
integrated business solutions in more than 20 countries. Jürgen Lumb, Head of Solution Design B2B at Deutsche
Telekom IT GmbH, said the company aims to become the world’s leading B2B telecommunications company—a
“digital B2B powerhouse.” The CSP has partnered with ServiceNow to streamline its order management process and
bring solutions to market faster, increase productivity, and reduce the complexity of its web of legacy systems.

To achieve this, the company created a new B2B IT reference architecture, allocating technologies to specific
domains and functions to develop a comprehensive customer order management system. “Our scenario involved
three areas of technology—service management, CPQ, and billing and revenue management, and we wondered how
it would work,” said Lumb. Some of the initial questions DT had included:
• How to integrate ServiceNow and Deutsche Telekom’s existing CPQ to transfer and translate quotes and orders
based on a new API
• How ServiceNow orchestrates a customer order flow and interacts with production lines
• How to set up and implement a product inventory in ServiceNow for an Intraselect case that includes
version history
• How to enable a consistent billing process based on product inventory in ServiceNow and based on a contract
in Deutsche Telekom’s existing billing and revenue management
And the end result? With ServiceNow, Deutsche Telekom has been able to demonstrate order capture, necessary
billing updates, order orchestration workflows, inventory updates in real-time, and use of TM Forum open APIs—all
within a single platform.
Streamlining service delivery at Deutsche Telekom, Session 1419
Search the session ID in the library after you register.

5
 Be proactive with customer care
Today’s customer care organizations are under considerable pressure to reduce their
cost to serve. A tier-1 telecom provider may have tens of thousands of customer care
agents who use multiple, disparate legacy systems with complex processes, which
means excessive handling times and rising costs of serving customers. That can also
lead to SLA breaches for enterprise customers. It all affects customer satisfaction,
loyalty, and net promoter scores (NPS).
ServiceNow enables CSPs to be proactive with customer care, detect issues that
impact the customer, automate resolutions, and keep customers informed across
digital and assisted channels.

66
That’s when the global
pandemic started as well, so
we had to manage our entire
implementation remotely, which
I think was one of the first ones
ServiceNow managed that
way. I have to really call out the
ServiceNow resources that were
supporting us. They were very
prepared and organized the
workshops in a way that didn’t
overload people.”
— Petra Palicsi,
Product Owner for ServiceNow at BT Global
7
How ServiceNow transformed the B2B service experience at BT
BT Group provides B2B and B2C customers in 180 countries with fixed-line, broadband, and mobile services, as well
as subscription television and IT services. Within the BT Global division is the BT Meeting business unit, which supports
multi-national companies with conferencing and streaming services 24/7. BT Meeting is divided into different groups.
Until recently, each group used its own processes and tools. Some had become so heavily customized that they
reached end of life. Each group also had different service desks that relied on manual processes centered around
email and phone. The end results were poor customer experiences, decreased revenue, and huge inefficiencies. Petra
Palicsi, Product Owner for ServiceNow at BT Global, said, “When we were looking to find the right tool to replace our
end-of-life tools, we decided to go with ServiceNow because it gave us an opportunity to transform the service.”
BT Meeting was excited about ServiceNow Telecommunications Service Management, and the capabilities around
automation and self-service—particularly Virtual Agent, Service Catalog, and Predictive Intelligence. “We started
our implementation journey last April,” said Petra. “That’s when the global pandemic started as well, so we had to
manage our entire implementation remotely, which I think was one of the first ones ServiceNow managed that way.
I have to really call out the ServiceNow resources that were supporting us. They were very prepared and organized
the workshops in a way that didn’t overload people.”
Working with ServiceNow, the project has yielded outstanding results. BT achieved over 85% agent satisfaction and
retired two legacy systems. Today, customer service has greatly improved. “Some of the most common feedback we’ve
received is that the tool is just easy to use,” said Petra. “The forms are very logical, and they don’t have to think about
where to click.”
Transforming the B2B service experience at BT, Session 1405
Search the session ID in the library after you register.
 AT&T
Partnering in telecom transformation
AT&T digitally transformed not by choice but due to market realities, explained Sapna Jain, Vice President, AT&T
Customer Service and Operations. She cited three significant factors: “Customer service, because our industry is
so competitive and has such similar products and services that customer service is often the main differentiator;
complexity, because we have a huge ecosystem of legacy applications we needed to modernize to get to that
service experience; and cost—to keep down cost and reduce pressure on the margins, we needed to simplify.”
The company created a simple framework to help it focus on that “triad of value” with the customer at the center.
“We looked at everything we did and asked, ‘Does it help with revenue, does it help with cost, and does it help with
customer experience?’”

While COVID-19 acted as an accelerator, AT&T also leveraged transformation processes and frameworks it already
had in place. And it worked with ServiceNow, which Jain said brought great success to the transformation. “We’ve had
more than 50 initiatives implemented in customer service and operations itself within the last two years, and they’ve
already delivered millions of dollars in value. As an example, by creating unified dashboards for service managers that
provide all the data in a single view, we’ve removed swivel across 20+ systems.”

She said they’ve seen two key takeaways, the first being data. “It’s a significant effort to feed clean data. Finding the
right data to feed into ServiceNow, even starting as a veneer, takes a lot of effort.” The second takeaway, she said, is
about people. “No transformation will succeed unless your organization comes along. So you must focus on putting the
structures in place, empowering your people, and recognizing them along the way.”

Partnering in telecom transformation, Session 2701

Search the session ID in the library after you register.

8
 We also had little automation
and little integration, which led
to a lot of manual inefficiencies,
specifically in our day-to-
day operations. And we knew
we needed to make changes
to our technology stack and
processes so we could scale
and meet those aggressive
revenue goals.”
— Phil Orin,
TPx Vice President of IT Applications
9
Revolutionizing customer experience
When Siris Capital purchased TPx in February 2020, the private equity group set aggressive new revenue targets with
tight deadlines. TPx is a premier managed services provider (MSP) that delivers managed IT, cybersecurity, network
connectivity, and unified communications to more than 50,000 customer locations across the country.
“As an organization, there was significant pressure right out of the gate to rethink how we do things,” said Phil Orin,
TPx Vice President of IT Applications. “We knew we needed to embark on a huge digital transformation across the
enterprise and do it quickly.”
TPx’s challenges included a lack of visibility into the business as a whole. “We also had little automation and little
integration,” said Orin, “which led to a lot of manual inefficiencies, specifically in our day-to-day operations. And
we knew we needed to make changes to our technology stack and processes so we could scale and meet those
aggressive revenue goals.”
Vikram Walecha is an IBM Associate Partner and ServiceNow Master Architect who has been working with TPx on its
digital transformation. He said one challenge in terms of order management and service assurance was TPx’s single,
monolithic, and rigid architecture. “The architecture made decoupling cumbersome; it was not scalable enough, and
it offered extremely low reusability,” he said. “Therefore, one of the key initiatives was to make it modular and flexible
and then connect TPx to industry standards, such as TM Forum APIs. That’s when they chose ServiceNow as a workflow
automation platform that would digitize both service management as well as order-to-cash functions.”
Orin said the key to TPx’s success in its ongoing transformation will be its ability to automate the full lifecycle of an
order. “We’re leveraging a number of modules in our ServiceNow implementation. But the one that will have the largest
impact is the newly introduced telecom service management capability. We’re now able to integrate our quoting and
order management solutions. That is a game-changer for our industry and puts us in a position to introduce zero-
touch provisioning, which is key to a proactive customer experience,” stated Orin. With the ServiceNow portal, we
can expose these digital workflows to our customers, allowing the customers to drive their day-to-day needs without
having to submit requests and wait in a queue.”
IBM’s Walecha also used the phrase “game-changer.” He was referring to ServiceNow’s intelligent low code/no code
workflow capabilities, which are purpose-built for telcos, and to connecting the entire enterprise. “They set ServiceNow
apart from other platforms in the same space,” he said.
Revolutionizing customer experience at TPx, Session 1228
Search the session ID in the library after you register.
 Automate service assurance
Strong customer relationships make it easier for CSPs to protect existing revenue,
while cross-selling new or expanded products and services. To get there, CSPs
need to deliver reliable, predictable, and transparent services.
ServiceNow helps CSPs automate service assurance to reduce costs and improve
their quality of service by mapping out their network’s topology, identifying issues
and their impacts sooner, keeping personnel informed, and driving faster resolution.
It connects network operations and customer care workflows, allowing CSPs to
be proactive.

10
 Delivering frictionless service for enterprise growth
Shawn Draper, Lumen Vice President of Enterprise Platform Engineering, said Lumen considers that we are entering
the fourth industrial revolution, which he described as being based on data. “The ability to acquire, analyze, and
act upon data where that data resides, and where it’s most efficient to be processing on,” he said, “will deliver new
industries, new capabilities, and new applications over the top of a secure network offering that gives our customer
base the ability to be successful.”
Lumen, which calls itself the “platform for amazing things,” plans to use the Now Platform for integrated workflow
and end-to-end solutions, leveraging ServiceNow to help transform the delivery and assurance of their next-
generation connectivity services.
Over the past 10 years, Draper said, Lumen tried to dig deep and go vertically in certain industries, but it couldn’t
scale. He explained that both the technology and the industries evolve too fast, making it impossible to keep
up. But working with ServiceNow has made all the difference. “Lumen’s core offerings are network, less than five
milliseconds latency, and multi-cloud orchestration over the top of prem, metro, public, and private,” he said.
ServiceNow gives Lumen the ability to understand what is being asked for in day one, carry that directly over to day
two-based operations, and deliver an orchestrated experience that a customer recognizes across multiple sites.
“Today’s customer is looking for the package, which means you need to orchestrate across multiple control domains
to be able to deliver that capability. We see that as really being one of the strong suits of the ServiceNow platform—
to be able to take a larger role within our Lumen ecosystem.” It’s an exciting time for enterprises because there are
finally answers to the complex problems that have plagued them in the past.

Delivering frictionless services for enterprise growth at Lumen, Session 1498

Search the session ID in the library after you register.

1111
Using ServiceNow MOMENTUM IN TELECOMMUNICATIONS
Order Management for
Telecommunications was the TPx’s transformation goals for streamlining and automating processes with ServiceNow:
right choice.”
– Jurgen Lumb,
Head of Solution Design B2B, Deutsche Telekom 80% We’re now able to integrate our
IT GmbH no touch provisioning quoting and order management
solutions, a game-changer for our
industry and puts us in a position to
ServiceNow gives us the ability 50% introduce zero-touch provisioning.”
reduction in time to deliver
to understand what is being
– Phil Orin,
asked for in day one, carry that Vice President of IT Applications, TPx
directly over to day two-based 5%
operations and deliver that legacy systems consolidated
orchestrated experience…”
– Shawn Draper,
VP, Enterprise Platform Engineering, Lumen BT Global

85% When we were looking in the market

We’ve had more than 50 agent satisfaction
to find the right tool to replace our
initiatives implemented in end of life tools, we decided to go
customer service and operations with ServiceNow because it gave
itself within the last two years, and 70K customers us an opportunity to transform
they’ve already delivered millions and 1M services
number of BT customers the service.”
of dollars in value.” and services moved to
ServiceNow – Petra Palicsi,
– Sapna Jain, Platform Owner for ServiceNow, BT Global
Vice President, Customer Service and Operations, AT&T

12
ServiceNow accelerates and assures digital transformation to fuel growth for CSPs. By automating workflows, CSPs
create great experiences and boost productivity across customers, employees, and operations. Ultimately, this defines
a modern digital telco—uniting ordering and assurance on one platform for a seamless experience and visibility across
the journey.

Learn more about ServiceNow’s solutions for

communications service providers.
Guide: Telecom workflow Ebook: ServiceNow Telecom Solutions Ebook: ServiceNow Telecom Products

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.

www.servicenow.com

BACK SN-Telco Book of Knowledge-072021