ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)
reference australia Updated Sep 10, 2026 4 min read now-assist-spmc.md
Use the ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.
Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
Get started
ServiceNow Otto for TMT combines a common configuration and licensing layer with generative AI skills and agentic workflows purpose-built for each application.
| Application | Value |
|---|---|
| Customer Service Problem Management | Summarize service problem cases, generate resolution notes, and summarize test results with generative AI skills. |
| Customer Success Management | Automate customer success work with generative AI skills and agentic workflows. |
| Technology Product Support Case | Summarize test results for technology product support cases with generative AI skills. |
| Proactive Service Experience Workflows | Generate executive insight briefs and success play recommendations with generative AI skills. |
| Sales CRM for Telecommunications | Automate order enrichment and fulfillment task suggestions with AI agents. |
| Service Exchange | Manage the initiation and early stages of the Service Exchange registration process with generative AI skills and agentic workflows. |
| Telecommunications Network Inventory | Summarize remote hands requests with generative AI skills. |
| Telecommunications Customer 360 | Generate AI-driven customer insights and recommendations. |
Important:
- Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Troubleshoot and get help
- ServiceNow Community AI & Intelligence
- Search the Known Error Portal for known error articles
- Contact Customer Service and Support
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for case summarization) and test run information (for test summarization). Customers can opt out of future data collection at any time, as described in the AI Opt-Out page.
For more information, see the ServiceNow AI documentation.
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--- title: ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) description: Use the ServiceNow ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-spmc.html release: australia product: Now Assist for Telecom, Media and Technology classification: now-assist-for-telecom-media-and-technology topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 4 breadcrumb: [Telecommunications, Media, and Technology \(TMT\)] --- # ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) Use the ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange. **Note:** Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-native-sku-overview.md). ## Get started ServiceNow Otto for TMT combines a common configuration and licensing layer with generative AI skills and agentic workflows purpose-built for each application. |Application|Value| |-----------|-----| |[Customer Service Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/ai-cspm-landing.md)|Summarize service problem cases, generate resolution notes, and summarize test results with generative AI skills.| |Customer Success Management|Automate customer success work with generative AI skills and agentic workflows.| |Technology Product Support Case|Summarize test results for technology product support cases with generative AI skills.| |Proactive Service Experience Workflows|Generate executive insight briefs and success play recommendations with generative AI skills.| |[Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/ai-in-sales-crm-for-telecommunications.md)|Automate order enrichment and fulfillment task suggestions with AI agents.| |Service Exchange|Manage the initiation and early stages of the Service Exchange registration process with generative AI skills and agentic workflows.| |[Telecommunications Network Inventory](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-network-inventory/ai-in-telecommunication-network-inventory.md)|Summarize remote hands requests with generative AI skills.| |[Telecommunications Customer 360](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/ai-customer-360.md)|Generate AI-driven customer insights and recommendations.| **Important:** - Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases. - Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases. - Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases. - Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. ## Troubleshoot and get help - [ServiceNow Community AI & Intelligence](https://www.servicenow.com/community/ai-intelligence/ct-p/ai-intelligence) - [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) - [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) ## AI limitations This application uses artificial intelligence \(AI\) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow’s AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow. ## Data processing This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067). ## Data collection ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information \(for case summarization\) and test run information \(for test summarization\). Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/opt-out-of-data-sharing-for-now-assist.md). For more information, see the [ServiceNow AI documentation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-products.md).
| title | ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) |
| description | Use the ServiceNow ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-spmc.html |
| release | australia |
| product | Now Assist for Telecom, Media and Technology |
| classification | now-assist-for-telecom-media-and-technology |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | TelecommunicationsMediaand Technology \(TMT\) |