The new version of Washington DC is here, and many interesting features have been added for the telecommunications sector. Let’s take a look at the highlights of the latest upgrade.
Innovations in telecommunications service management (TSM)
Improved Service Bridge through transport diagnostics: Enables providers to connect directly to the customer’s IT environment. The Service Bridge provides a high level of transport diagnostics, proactively alerting administrators to issues such as synchronization, registration, etc. It also has auto-correction capabilities and in some cases where auto-correction is not possible, allows for escalation of issues.
Support for remote catalog variable sets: This feature enables the creation of reusable variable sets. This helps in capturing records with a single remote record producer.
Now Assist for Telecommunications Service Management (TSM):
While Now Assist was already included in the TSM offering, it has been enhanced in Washington with some new generative AI capabilities. While the Incident, Case Summary, Search, Text to Code and Text to Flow, etc. features were already present, some new features are listed below:
- Seamless conversion of interactions into cases: The ability to create cases and incidents directly from chat interactions reduces manual effort.
- Pre-filled fields: It is now possible to pre-populate new case description fields directly from chat.
- Virtual agent: While the virtual agent used NLU capabilities in the past, this version brings generative AI capabilities to the virtual agent. It is now able to understand context and intent and react accordingly. Above all, this enables faster and easier service delivery.
- Improved experience for agents and administrators: Handover to agents is seamless, with generative AI creating an accurate summary of the incident and case, resulting in a better overview of the investigations conducted so far. This contributes to a shorter processing time for a solution.
- Extension of AI capabilities to Microsoft Teams integration: Increased ability to provide at-a-glance quick answers to information sought by users, which in turn increases productivity.
*License requirement: TSM Pro plus or Ent Plus
Improvements in telecommunications service management (TSOM)
Now Assist for Telecommunications Service Operations Management (TSOM):
Enhancements with Now Assist for TSOM allow agents to quickly respond to alerts with advanced explanations.
Alert summarization: Alerts received from alarm systems, logs, etc. are typically technical in nature. Now Assist is now able to read the alerts and create a natural language summary with key information such as what the alert is about and where and when it occurred.
Improved productivity: Operational teams can get to work immediately as they can easily access the relevant information generated from the summary without having to read through cumbersome and technical wording of the alerts.
Dedicated LLM: Secure your company data with a dedicated, purpose-built LLM that is not connected to public models.
*Lizenzvoraussetzung: TSOM Pro Plus oder TSOM AIOps Enterprise plus
Improvements in the telecommunications network inventory
Rack visualization:
One of the most important features offered by the Washington DC release in TNI is rack visualization. It is a feature that provides a comprehensive view of the front and back end of equipment racks, allowing users to visually plan and design these racks and utilize space efficiently. It makes it possible to understand rack utilization and provides a user-friendly interface where available equipment can be dragged onto racks to trigger optimized workflows and ensure tasks are assigned to the right people. Engineers can also create templates for populating these racks, increasing operational efficiency.
Visualization of the topology:
Complex networks consist of multiple logical and physical devices, which makes visualizing them a challenge. With this new function, you can display one or more topologies at the same time. The information about the relationships is displayed by simply clicking on the element.
Planned revisions:
The upgrade allows strategic network changes to be made using future versions of network connections and inventory. To illustrate future network visions, the required cloning of live connections and devices is shown for efficient planning and execution of changes.
Sales and order management:
Washington DC introduces new functionality that extends existing order management to the entire lead-cash cycle. With the new functionality, an opportunity or renewal is offered as a CPQ capability with a full-stack pricing engine with configurator to capture quotes and negotiate with customers. The entire lifecycle from sales to execution is now offered in sales and order management. Other additions include opportunity management, quotation management, order entry and order processing.
At Servistio, we are experts in ServiceNow for telecommunications. Contact us for a no-obligation discussion on how you can build or improve your ServiceNow platform to achieve better results.
