List of ServiceNow Telecommunications Service Management Customers
ServiceNow
2225 Lawson Lane,
Santa Clara, CA, 95054,
United States
Santa Clara, CA, 95054,
United States
1 408-501-8550
Professional Services
29187
$13.3B
Since 2010, our global team of researchers has been studying ServiceNow Telecommunications Service Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Telecommunications Service Management for OSS/BSS from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Telecommunications Service Management for OSS/BSS include: Bell, a Canada based Communications organisation with 40390 employees and revenues of $24.41 billion, Telia Company, a Sweden based Communications organisation with 20800 employees and revenues of $9.30 billion, TE Connectivity US, a United States based Manufacturing organisation with 27000 employees and revenues of $4.70 billion, Crown Castle, a United States based Communications organisation with 1500 employees and revenues of $4.26 billion, ngena (Next Generation Enterprise Network Alliance), a Germany based Communications organisation with 300 employees and revenues of $30.0 million and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Telecommunications Service Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Telecommunications Service Management customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Acronym Solutions | Professional Services | 150 | $20M | Canada | ServiceNow | ServiceNow Telecommunications Service Management | OSS/BSS | 2023 | n/a |
In 2023, Acronym Solutions deployed ServiceNow Telecommunications Service Management as a core component of an OSS/BSS initiative to standardize service delivery and unify cross-functional workflows. The deployment supported Acronym Solutions ongoing evolution from a connectivity provider into a broader information and communications technology company serving Ontario and mid-market Canadian customers, with an explicit objective to centralize customer and employee interactions in a single platform.
Acronym Solutions implemented multiple ServiceNow telecommunications modules, including ServiceNow Telecommunications Service Management, Telecommunications Service Operations Management, and Order Management for Telecommunications, alongside personalized customer portals and administrative dashboards. The company worked with EY on configuration and rollout, and configured the platform to surface performance reporting and case management, enabling rapid low-code service launches and administrative control over access and reporting.
Integrations included Service Bridge capability to e-bond with enterprise customers ServiceNow instances, accelerating system integration and enabling automated order orchestration and task distribution between Acronym Solutions and third parties. The implementation also enabled omni channel customer experiences across devices and applications, and the company plans further integration between ServiceNow and a forthcoming CRM to extend end to end service management.
Operational governance was restructured so that all internal and customer workflows funnel into ServiceNow as the single source of truth, reducing manual handoffs and automating processes such as ingesting and routing vendor emails. Teams were reoriented to use ServiceNow first for incident, order, and change handling, which supported centralized SLA monitoring and visibility across sales, marketing, engineering, IT, and field operations.
Acronym Solutions reports explicit outcomes from the deployment, including a 39x increase in incoming service request volume without increasing headcount, a 60% increase in NPS and CSAT scores, and 50% faster customer order fulfillment, with new services deployable in hours rather than weeks. The company continues to extend ServiceNow capabilities by adding ServiceNow Impact and planned CRM integration to accelerate new service design and management, while maintaining a single pane of glass for end to end telecommunications service delivery.
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Bell | Communications | 40390 | $24.4B | Canada | ServiceNow | ServiceNow Telecommunications Service Management | OSS/BSS | 2022 | Ateko Bell Canada |
In 2022, Bell implemented ServiceNow Telecommunications Service Management as its OSS/BSS platform to centralize service automation and customer lifecycle workflows. The deployment is built on the ServiceNow AI Platform and was executed with Ateko Bell Canada as the implementation partner, forming what Bell describes as the largest ServiceNow implementation in Canada and the foundation for a multi-year service experience program that expanded in 2023.
The implementation packages explicit telecommunications modules including Field Service Management for Telecommunications and Sales and Order Management for Telecommunications, together with the Service Bridge capability embedded inside ServiceNow Telecommunications Service Management. Bell configured dedicated portals, a field engineers portal and a CRM portal for 22 million customers, and consolidated 26 distinct applications to provide unified case, order, and fulfillment flows while embedding AI-driven features such as Virtual Repair, AI coaching, and machine learning predicted job duration.
Operationally the program targets nationwide field operations, unifying a field services population of roughly 12,000 members who manage more than 10,000 field tasks daily under a 24 7 orchestration model. Integrations focused on collapsing 8,800 data silos into the platform and enabling interoperability with customer cloud choices, including strategies to offer ServiceNow-enabled solutions via the AWS marketplace, to support enterprise ordering and procurement workflows.
Governance and rollout emphasized a centralized center of excellence of vertical specialists and a productized delivery approach, enabling Bell to deliver minimum viable products in short timeframes through Service Bridge. The program is designed to guide behavior across approximately 40,000 employees, simplify agent and customer experiences by shielding complexity, and standardize escalation and recordkeeping for field incidents and order management.
Bell reports explicit operational outcomes from the implementation, including more than 500,000 customers managed with AI-powered Virtual Repair, roughly 3 million customer support calls deflected annually, 500,000 customer calls saved by virtual repair, over $1 million annual savings on in-house support through technician self-serve chatbots, optimization of more than two million jobs with machine learning predicted durations, and an initiative working toward a 90 percent reduction in dispatch related actions. ServiceNow Telecommunications Service Management, deployed as an OSS/BSS platform, thereby serves as Bell Application OSS/BSS business function infrastructure supporting service automation, field operations, and enterprise sales and order management.
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Crown Castle | Communications | 1500 | $4.3B | United States | ServiceNow | ServiceNow Telecommunications Service Management | OSS/BSS | 2021 | n/a |
In 2021, Crown Castle deployed ServiceNow Telecommunications Service Management within its OSS/BSS environment, extending a ServiceNow estate that began in 2017 with IT Service Management and expanded through Customer Service Management in 2019 and Field Service Management. ServiceNow Telecommunications Service Management was introduced to provide industry-specific OSS/BSS functionality that aligns with Crown Castle’s Network Operations Center monitoring and national support workflows.
The implementation configured Telecommunications Service Management alongside Field Service Management to support preventative maintenance and break-fix workflows, and leveraged out-of-the-box capabilities and the ServiceNow AI Platform to automate ticket orchestration and routing. Field engineers use the ServiceNow mobile platform to update incidents remotely, while a customer-facing smart map on the portal delivers real-time job status and mapping to both mobile and desktop users.
Integrations include an eBonding component that allows participating customers to share data and create tickets from their own systems, reducing inbound call handling and enabling direct ticket ingestion into ServiceNow. Operational coverage centers on the Network Operations Center and Network operations for fiber and small cells, with plans to extend the ServiceNow footprint into Tower operations, aligning support agents, field technicians, and NOC workflows under a unified OSS/BSS operational model.
Governance and process changes emphasized automation of call management, smarter dispatching, and standardization on ServiceNow workflows to reduce manual ticket triage. Explicit outcomes recorded include time savings of ten to fifteen minutes per incident for agents, nearly one million dollars in savings within the first twelve months, reduced call volume through eBonding, and the ability to support roughly ten to fifteen percent year to year wireless node growth without a proportional increase in headcount.
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ngena (Next Generation Enterprise Network Alliance) | Communications | 300 | $30M | Germany | ServiceNow | ServiceNow Telecommunications Service Management | OSS/BSS | 2023 | n/a |
In 2023, ngena implemented ServiceNow Telecommunications Service Management as an OSS/BSS solution to centralize partner portals and operational tooling for its network connectivity services. The deployment is hosted on the ServiceNow cloud platform and provides a single pane of glass for partner self service, catalog-driven provisioning, and subscription management to support ngena’s multi tech SASE and connectivity offerings.
The implementation included backend configuration of Telecommunications Service Management and Order Management for Telecommunications, enabling automated order orchestration, reusable network templates, and white label product catalogs. Order Management for Telecommunications was deployed in eight weeks, and ServiceNow Telecommunications Service Management was configured so general IT staff can adjust bandwidth allocation, nodes, access levels, and subscription fields without requiring senior network engineers.
Integrations were implemented using ServiceNow topology connectors for CMDBs to create a single source of truth topology mapping, and Telecommunications Service Operations Management was introduced to add Predictive AIOps and Machine Learning for event correlation and anomaly detection. Partner-facing portals provide dashboards and actionable analytics that allow partners to monitor deployments, detect network degradation, outages, and security events, and maintain SLA and compliance visibility across the global partner ecosystem.
Governance and operational rollout shifted administrative workflows toward partner operations and IT teams, reducing the need for in person partner onboarding. Training was restructured from multi day onsite sessions to a 30 minute remote format, producing an 83% reduction in training costs and enabling partners to complete onboarding remotely. As an explicit outcome of the ServiceNow implementation and Thirdera enabled rollout, ngena reported a tenfold increase in services adoption in the first three months, a doubling of partner portal activations month over month, a 2x increase in partner portal activations overall, reduced system integration time from months to hours, and shortened time to revenue from months to weeks.
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TE Connectivity US | Manufacturing | 27000 | $4.7B | United States | ServiceNow | ServiceNow Telecommunications Service Management | OSS/BSS | 2020 | n/a |
In 2020, TE Connectivity US implemented ServiceNow Telecommunications Service Management as a core component of its OSS/BSS stack. The implementation centered on embedding ServiceNow Telecommunications Service Management into telecommunications operations to provide centralized service management, configuration item visibility, and telecom-specific lifecycle workflows across network and service teams.
The deployment included explicit telecom modules and platform capabilities, implemented at scale within the ServiceNow platform, including OMT, TSOM, TSM, TNI, SOMT, and an enterprise CMDB. Complementary platform modules were configured such as Discovery, Service Mapping, Event Management, ITOM capabilities, HAM for hardware asset lifecycle management, SAM Pro for software entitlement and request automation, and Service Portfolio Management including Project Portfolio Management, Demand Management, and Resource Management.
Integrations were routed through ServiceNow IntegrationHub, custom APIs, REST and SOAP web services, and scripted connectors to enterprise systems. The project documented bi-directional synchronization patterns with Salesforce and SAP, automated incident creation and event enrichment from Splunk using REST APIs and JavaScript business rules, and automated log collection and forwarding using AWS services including CloudWatch, Lambda, S3, and API Gateway. MID server placement and firewall rule coordination were enforced with security and network teams, and identity synchronization was achieved by integrating ClearSkye with Active Directory, LDAP, and HR systems.
Operational governance and workflow restructuring accompanied the technical implementation, with Governance, Risk, and Compliance controls integrated into the platform, risk assessments and compliance tracking linked to CMDB and ITSM records, and Process Automation and Flow Designer automations implemented to reduce manual handoffs. Platform intelligence features such as Now Assist GenAI for case summarization and knowledge generation, Virtual Agent conversational workflows for IT HR and customer service, and AIOps capabilities for event correlation and anomaly detection were embedded to support proactive operations and agent productivity, while HAM and SAM Pro were integrated with ITSM ITOM CMDB and financial systems to provide consolidated visibility of assets services and associated costs.
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Communications | 20800 | $9.3B | Sweden | ServiceNow | ServiceNow Telecommunications Service Management | OSS/BSS | 2021 | n/a |
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Buyer Intent: Companies Evaluating ServiceNow Telecommunications Service Management
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating ServiceNow Telecommunications Service Management. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating ServiceNow Telecommunications Service Management for OSS/BSS include:
- NVIDIA, a United States based Manufacturing organization with 36000 Employees
- Talan, a France based Professional Services company with 7100 Employees
- Chelan County Public Utility District, a United States based Utilities organization with 835 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
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NVIDIA | Manufacturing | 36000 | $130.5B | United States | 2025-07-25 |
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Talan | Professional Services | 7100 | $971M | France | 2025-05-20 |
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Chelan County Public Utility District | Utilities | 835 | $599M | United States | 2025-05-19 |
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Professional Services | 1500 | $350M | United Arab Emirates | 2025-05-12 |
FAQ - APPS RUN THE WORLD ServiceNow Telecommunications Service Management Coverage
ServiceNow Telecommunications Service Management is a OSS/BSS solution from ServiceNow.
Companies worldwide use ServiceNow Telecommunications Service Management, from small firms to large enterprises across 21+ industries.
Organizations such as Bell, Telia Company, TE Connectivity US, Crown Castle and ngena (Next Generation Enterprise Network Alliance) are recorded users of
ServiceNow Telecommunications Service Management for OSS/BSS.
Companies using ServiceNow Telecommunications Service Management are most concentrated in Communications and Manufacturing, with adoption spanning over 21 industries.
Companies using ServiceNow Telecommunications Service Management are most concentrated in Canada, Sweden and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of ServiceNow Telecommunications Service Management across Americas, EMEA, and APAC.
Companies using ServiceNow Telecommunications Service Management range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 16.67%, and global enterprises with 10,000+ employees - 50%.
Customers of ServiceNow Telecommunications Service Management include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified ServiceNow Telecommunications Service Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of OSS/BSS.