Telecommunications Service Operations Management

Activate the endpoint of the Telecommunications Alarm Management Open API connection. By activating the endpoint, you receive the incoming notifications from the external system for the topic that you registered.

Administrators can assign user roles to grant access to the API notification database tables. The following standard roles for the Topic [sn_api_notif_mgmt_topic] and Topic Subscription [sn_api_notif_mgmt_subscription] tables are included in the ServiceNow system.

Predefined system integrations use VeloCloud REST APIs to pull events into your ServiceNow instance to monitor your Arista VeloCloud devices.

The Service Graph Connector for Arista VeloCloud integrates VeloCloud Orchestrator API data into ServiceNow AI Platform Configuration Management Database (CMDB). This document details the API endpoints used and how data flows through the system.

Audit Results are created for each audit executed on records that matched the selection (see matching conditions in Initial Certification Audit Run).

The Service Graph Connector for Meraki integrates Cisco Meraki Dashboard API data into ServiceNow AI PlatformConfiguration Management Database (CMDB). This document details the API endpoints used and how data flows through the system.

To access a full list of OIDs that will be classified.

To access a full list of OIDs that will be classified.

To access a full list of OIDs that will be classified.

To access a full list of OIDs that will be classified.

To access a full list of OIDs that will be classified.

Several types of components are installed with Telecommunications Service Operations Management applications and plugins.

Configure metric pull connectors to retrieve performance data from external management systems such as Meraki, Fortinet, or VeloCloud.

Configure a log anomaly alert for a Mobile Private Network (MPN) data input that generated its own source type.

Configure the Arista VeloCloud Service Graph Connector (SGC) to discover and import physical and logical inventory data from your Arista VeloCloud environment into the Configuration Management Database (CMDB).

Configure attribute comparison settings in CMDB 360 to detect data inconsistencies across multiple discovery sources.

Define filtering conditions to control the scope of Telecom Discrepancy audits. These filters ensure that audits run only on the desired set of CIs, improving performance and targeting accuracy.

Improve the efficiency of large data imports from Nokia Altiplano by configuring concurrent imports and enabling parallel loading. This configuration allows the platform to run multiple data import and transformation jobs simultaneously.

Customize specific parts of the Fortinet connector's behavior by implementing scripted extension points.

Integrate with a webhook to connect to an external event source and push event information to your ServiceNow instance.

Additional filter conditions required in Fortinet pull connector.

Configure a connector instance to poll a specific Fortinet ADOM for metric data.

Configuring the Fortinet SD-WAN Service Graph Connector (SGC) enables you to import physical inventory data from FortiManager into the Configuration Management Database (CMDB) of your ServiceNow instance.

Configure a scheduled job to aggregate raw metrics into a calculated metric on a parent or anchor configuration item (CI). Aggregated metrics let you view performance data at a higher level of the network.

Configure a mobile private network (MPN) pull connector instance to collect metrics, including latency KPIs, from specified KPI domains in Elastic data store. The connector publishes metrics for assurance monitoring and analytics.

Configure a connector instance to collect health status data from an MPN Elastic index, and optionally customize the rules used to calculate that status.

Configure the out-of-box Health Log Analytics security log data input, an Elasticsearch collector, to collect Mobile Private Network (MPN) security logs and convert them into structured log records.

Activate the Telecom Discrepancy Identification and Reconciliation feature to ensure consistency between telecom network resources and CMDB or Telecom Network Inventory (TNI) data. This feature helps detect and remediate mismatches automatically, supporting service accuracy and data integrity across your telecom environment.

Configure connector definitions to limit polling to specific Cisco Meraki organizations.

Configure the Cisco Meraki Service Graph Connector (SGC) to import physical and logical inventory data from the Cisco Meraki (SGC) into your Configuration Management Database (CMDB).

Configure the Nokia Altiplano service graph connector to import physical and logical inventory data from the Nokia Altiplano Access Network SDN Controller into your CMDB.

Configure the Telecommunications API notification in the ServiceNow instance.

Duplicate the prebuilt Telecom Discovery Builder framework ETL into your connector scope. Assign the appropriate data source and deploy it as part of a new service graph connector.

When Telecom Network Inventory (TNI) is enabled, every Configuration Item (CI) created by a duplicated ETL must have a corresponding TNI Entity.

Telecom Visibility provides foundational capabilities that support both Telecom Discovery and Telecom Discrepancy Identification & Reconciliation. It includes shared logic, enhanced CI class models, and Identification and Reconciliation Engine (IRE) updates tailored for telecom network elements.

Configure Telecommunications Service Operations Management (TSOM) to enable real-time event ingestion, correlation, and automated remediation by integrating with external network monitoring and discovery systems.

To prevent specific attributes of a configuration item (CI) from being overwritten by Discovery or other data sources, use Reconciliation Rules. These rules define which data source is trusted to update a particular attribute when multiple sources provide values.

Set up a schema-compliant data source in the connector's application scope to simulate telecom data. Test the Telecom Discovery Builder framework ETL before integrating with live device data.

Create a custom implementation of the metric aggregation scripted extension point when the default aggregation modes don't cover a calculation you need.

Subscribe to the topic in the ServiceNow AI Platform that you want respond to the incoming notification from the external system. By subscribing to the topic, the subscriber receives the notifications based on the topics that you subscribe to.

Create a topic and publish the incoming notifications from the external system to the topic. By creating the topics, subscribers can select the topics to which they want to subscribe.

The SD-WAN Inventory Dashboard provides a visual summary of your SD-WAN network inventory, including total customers, sites, devices, and models, with breakdowns by device model and class.

Use the Service Graph Connector for Nokia Altiplano to map discovered physical and logical network resources to telecom-aligned configuration item (CI) classes in the CMDB. The connector supports consistent service modeling, visibility into chassis-level components, and automation of logical and physical relationships.

Associate a new Service Graph Connector (SGC) with an existing ETL.

The Telecom Discrepancy Identification and Reconciliation capability identifies and classifies mismatches between the discovered network state and inventory data stored in the CMDB or TNI.

The Telecom Discovery Builder framework ETL enables Service Graph Connector (SGC) teams to rapidly adopt a standardized, schema-compliant data ingestion pipeline without building ETL logic from scratch.

Reference for the power metrics collected at the cabinet level and the environmental metrics collected at the zone level by the Equinix pull connector.

This example walks you through how to duplicate the Telco Generic Schema ETL to set up a customized Service Graph Connector (SGC) ETL for your telecom integration. Use this procedure to create a baseline ETL in your connector's application scope based on the standardized Telco Generic Schema.

ServiceNow AI Platform Telecom Discovery provides visibility into your telecom network infrastructure by extending ITOM Visibility to support telecom-specific use cases.

Use the Telecom Discrepancy Identification and Reconciliation capability to keep your CMDB or Telecommunications Network Inventory (TNI) in sync with your live telecom network. This solution continuously audits and compares discovered data with inventory records. It helps you detect, classify, and automatically remediate inconsistencies before they impact service quality, assurance, or fulfillment processes.

The Telecom Discovery Builder framework ETL (Extract, Transform, Load) is a reusable and schema-aligned component delivered with the Telecommunications Service Operations Management (TSOM) Core application. It provides a consistent and extensible method for ingesting telecom inventory data into the ServiceNow configuration management database (CMDB) across multiple Service Graph Connectors (SGCs).

Learn how Telecommunications Service Operations Management (TSOM) empowers communication service providers (CSPs) proactively monitor, analyze, and resolve network and service issues before they impact customers. Built on the ServiceNow AI Platform, TSOM delivers a unified operations view across distributed, multi-domain telecom environments, helping teams improve service availability, operational efficiency, and customer satisfaction.

Fault Management supports the monitoring, detection, and resolution of configuration and performance issues across SD-WAN-managed network devices. It integrates with Event Management to generate alerts and track events automatically.

Restrict which Fortinet ADOMs the SGC discovers by activating the predefined Vodafone filter or by providing your own implementation of the ADOM filter extension point.

The Service Graph Connector for Fortinet exposes nine scripted extension points that let you customize specific parts of the connector's behavior without modifying the shipped application. Use this reference to find which extension point controls the behavior you want to change.

Predefined system integrations use Fortinet REST APIs to pull metric data into your ServiceNow instance to monitor your Fortinet devices.

The Service Graph Connector for Fortinet integrates Fortinet Dashboard API data into ServiceNow AI PlatformConfiguration Management Database (CMDB). This document details the API endpoints used and how data flows through the system.

Learn how to install and configure the Service Graph Connector for Nokia Altiplano, including optional demo data, connectivity setup, and data collection schedules.

Install Horizontal Discovery patterns understanding the dependencies and requirements.

Configure and manage multiple Arista VeloCloud instances within a single ServiceNow AI Platform environment. Create distinct connection aliases and establish independent import schedules. Customize data filtering and frequency requirements for each instance.

Configure and manage multiple Cisco Meraki instances within a single ServiceNow AI Platform environment. Create distinct connection aliases and independent import schedules. Customize data filtering and frequency requirements.

Use the Service Graph Connector (SGC) for Arista VeloCloud to map discovered physical and logical SD-WAN resources to telecom-aligned configuration item (CI) classes in the Configuration Management Database (CMDB). SGC support consistent service modeling, provide visibility into network components, and automate the creation of logical and physical relationships.

Use the Service Graph Connector (SGC) for Cisco Meraki to map discovered physical and logical network resources to telecom-aligned configuration item (CI) classes in the Configuration Management Database (CMDB). Service Graph Connectors support consistent service modeling, provide visibility into chassis-level components, and automate the creation of logical and physical relationships.

The Service Graph Connector (SGC) for Fortinet SD-WAN maps discovered physical and logical network resources to telecom-aligned configuration item (CI) classes in the Configuration Management Database (CMDB). Service Graph Connectors support consistent service modeling, provide visibility into chassis-level components, and automate the creation of logical and physical relationships.

The Meraki connector defines its own scripted extension points. Use them to customize API call sequencing, response parsing, field mappings, tag transformation, and CI lifecycle stage status without modifying the connector's core scripts.

Each Meraki extension point controls one part of the connector's data collection. Use these tables to find the handler that governs the behavior you want to change and the arguments it receives.

Predefined system integrations use Meraki REST APIs to pull metric data into your ServiceNow instance to monitor your Cisco Meraki devices. Each integration is driven by a connector instance whose metric parameter determines the data that the instance collects.

The Meraki pull connector paginates API requests so that all records are retrieved for large organizations. The page size is set per endpoint to match each endpoint's maximum supported value in the Meraki API v1.

The Meraki pull connector handles pagination automatically for metrics API requests, ensuring complete data retrieval for large organizations where API responses are returned in multiple pages.

The configuration object passed to the metric aggregation scripted extension point defines what to aggregate, how to aggregate it, and where to publish the result. The parameters that apply depend on the aggregation mode.

Metric aggregation rolls up raw metrics collected from individual network resources into calculated metrics on parent or anchor configuration items (CIs). The aggregation mode determines how source resources are selected and where the aggregated result is published.

You can define custom KPI calculations on top of raw metrics collected from source systems. Configurable formulas combine, aggregate, and label metrics without requiring code changes to the platform.

Metric-to-CI binding associates metrics collected by a pull connector with configuration items (CIs) in the Configuration Management Database (CMDB). Default binding logic is used for each supported connector, which you can override with a custom implementation.

The Mobile Private Network (MPN) data model extends the Telecom data model to represent the physical hardware and virtual network functions that make up a mobile private network. It also represents the relationships that connect them.

Monitor UE-to-switch latency and related KPIs across MPN-connected devices, with combined and per-KPI trend views, an instance summary table, and a last-recorded-value panel.

Default rule set (version 0.0.11) for calculating health status for MPN radio and core server components, including error codes.

Learn how to configure and manage multiple Nokia Altiplano instances within a single ServiceNow environment. This enables administrators and integrators to create independent connection aliases and import schedules customized to specific filtering or frequency needs.

The Formula Engine processes raw KPI formulas and stores the result in the Formatted KPI Formula field when a record is inserted or updated in the MPN Formulas [sn_tsom_em_conns_kpi_definitions] table.

Reference for the MPN Formulas [sn_tsom_em_conns_kpi_definitions] table and the automatic processing that occurs when a record is inserted or updated.

Reference for the latency KPIs collected by the MPN Pull Connector and the derived UE-to-switch latency metric.

Replace the shipped logic that binds collected metrics to configuration items (CIs) for a Telecommunications Service Operations Management metric source. Create your own implementation of the EventFieldMapping extension point and wire it into an event field mapping rule.

Use the TSOM architecture to support standardized Service Graph Connectors using a unified schema and reusable ETL logic. This reduces onboarding time for new connectors and simplifies integration with CMDB.

Performance management enables you to capture and analyze operational metrics to identify anomalies. Detected anomalies can generate alerts that surface in Service Operations Workspace, helping you avoid service outages.

System properties control how the connector operates, including discovery options and performance settings.

Each connector type enforces minimum and maximum values for the granularity and metrics collection schedule fields on the connector instance form. The connector instance form rejects values outside the supported range.

Granularity controls the time resolution of metrics samples collected by a pull connector from the source system API. Aligning granularity with the polling interval reduces API calls to the source system.

The health status feature provides a quick indicator of radio and core server component health collected from a mobile private network (MPN). The system classifies each component using a configurable rule set and assigns error codes that identify specific detected conditions.

Examples of Retrieving Data from Nokia Altiplano via REST API.

Manually run a configured import schedule for the Cisco Meraki Service Graph Connector (SGC) to verify that data from Cisco Meraki was successfully imported or updated in the Configuration Management Database (CMDB). You can also perform the import to validate the connector setup, run one-off imports, or test newly configured connection aliases.

Manually run a configured import schedule for the Fortinet Service Graph Connector (SGC) to verify that data from Fortinet was successfully imported or updated in the Configuration Management Database (CMDB). You can also perform the import to validate the connector setup, run one-off imports, or test newly configured connection aliases.

Manually execute a configured import schedule for the Nokia Altiplano Service Graph Connector. You can also execute the import to validate the connector setup, run ad-hoc imports, or test newly configured connection aliases. This task helps ensure that data from Altiplano is successfully imported or updated in the CMDB.

Manually run a configured import schedule for the Arista VeloCloud Service Graph Connector (SGC) to verify that data from Arista VeloCloud was successfully imported or updated in the Configuration Management Database (CMDB). You can also perform the import to validate the connector setup, run one-off imports, or test newly configured connection aliases.

The Telecom Discrepancy Audit validates the integrity of configuration items (CIs) and relationships across your telecom inventory using the CMDB Compliance framework.

Monitor and analyze SD-WAN network alerts across customers and devices, with views for today's alerts, 30-day alert history, and alert trends over time.

The ServiceNow AI Platform uses a custom data model that defines how SD-WAN connectors discover and retrieve device information.

The Service Graph Connector for Nokia Altiplano offers a telecom-aware integration that brings real-time network inventory from the Nokia Altiplano Access Network SDN Controller into your ServiceNow CMDB.

Set up and configure the Service Graph Connector for Cisco Meraki. The process includes installation, optional demo data integration, connectivity configuration, and scheduling data collection for Configuration Management Database (CMDB) integration.

Configure a connector instance to collect power and environmental metrics from Equinix IBX data center facilities and forward alerts to Event Management.

Configure a connector instance to collect fault management alarm data from a Mobile Private Network (MPN) Elastic index and forward events to Event Management.

Setting up and configuring fault management enables you to monitor network devices for configuration and performance issues.

Set up and configure the Service Graph Connector for Fortinet SD-WAN. The process includes installation, optional demo data integration, connectivity configuration, and scheduling data collection for seamless Configuration Management Database (CMDB) integration.

Configure and manage multiple Fortinet instances within a single ServiceNow AI Platform environment. Create distinct connection aliases and independent import schedules customized for specific data filtering and frequency requirements.

Set up and configure the Service Graph Connector for Arista VeloCloud SD-WAN. The process includes installation, optional demo data integration, connectivity configuration, and scheduling data collection for seamless Configuration Management Database (CMDB) integration.

The system properties are part of the TSOM Visibility plugin (sn_tsom_core) and control the Telecom Discrepancy Identification & Reconciliation log (TSOM CMDB Audit). The TSOM Visibility plugin enables the TSOM Visibility applications. It contains logic shared across the Telecom Discovery and Telecom Discrepancy Identification & Reconciliation solution.

Telecom assurance monitors network performance, detects faults, and maintains service quality. ServiceNow Telecommunications Service Operations Management software is integrated with existing monitoring tools to consolidate alerts into a single platform, delivering AI-driven insights and automated workflows from fault detection to resolution.

The ServiceNow Telecom Discovery application uses the Telecom Cisco Switch discovery pattern to find SNMP-based Cisco switches in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow Store.

The ServiceNow Telecom Discovery application uses the Telecom Cisco 7613 Router discovery pattern to find SNMP-based Cisco 7613 in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow Store.

The Telecom data model defines a structured framework for representing telecommunications networks within the CMDB. It extends the core configuration item (CI) model to describe telecom‑specific infrastructure, connections, and relationships in a consistent and scalable way.

Telecom Discovery using Service Graph Connectors (SGC s) integrates network infrastructure data from external management systems into the Configuration Management Database (CMDB).

The Telecommunications Discovery Patterns plugin (also known as TSOM Patterns) extends ServiceNow AI Platform Telecom Discovery. It supports direct discovery of standalone network elements—such as routers and switches—without relying on traditional network management systems. These patterns enable Communication Service Providers (CSPs) to identify and map multivendor xNFs using protocols like SNMP and CLI.

The Service Graph Connector for Arista VeloCloud discovers SD-WAN inventory from VeloCloud Orchestrator and imports it into the CMDB.

The Service Graph Connector (SGC) for Cisco Meraki provides a cloud-based management platform with a visual representation of network traffic flow between services and applications. It enables centralized configuration, monitoring, and management. Network administrators can easily discover and map services, enforce security policies, and troubleshoot issues in real time.

The Fortinet Service Graph Connector provides a telecom-aware integration that imports real-time network inventory data from the Fortinet network management system into the Configuration Management Database (CMDB). This integration enhances visibility and management of network resources.

The ServiceNow Telecom Discovery application uses the Telecom Juniper MX SSHRouter discovery pattern to find SNMP and CLI -based Juniper MX Series routers in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow store.

The ServiceNow Telecom Discovery application uses the Telecom Router discovery pattern to find SNMP-based routers in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow Store.

The ServiceNow Telecom Discovery application uses the Telecom Switch discovery pattern to find SNMP-based Telecom switches in the network. Discovering some of these resources requires updating the Telecommunications Discovery Patterns (TSOM Patterns) from the ServiceNow Store.

Use the Telecommunications API notification to receive the external events that occurring in the customer network system so that you can promptly respond to them in the ServiceNow.

Learn how Telecommunications Service Operations Management (TSOM) empowers communication service providers (CSPs) to proactively monitor, analyze, and resolve network and service issues before they impact customers. Built on the ServiceNow AI Platform, TSOM delivers a unified operations view across distributed, multi-domain telecom environments, helping teams improve service availability, operational efficiency, and customer satisfaction.

Metric type IDs identify each time-series metric that a connector writes to the metrics database. Use these IDs to locate metrics in Insights Explorer or when you build custom dashboards and indicators.

As telecom networks evolve and become more hybrid and complex, visibility into infrastructure is more critical than ever. To meet the unique needs of different environments, ServiceNow AI Platform offers two purpose-built visibility solutions: ITOM Visibility and Telecom Visibility.

Telecom Visibility extends the discovery and reconciliation capabilities of ITOM Visibility to meet the specific needs of telecom service providers. It enables accurate, telecom-aware network inventory by discovering real-time network data, reconciling mismatches, and maintaining a consistent telecom model in your CMDB and TNI (Telecommunications Network Inventory).

Link the duplicated ETL to a valid data source for your specific connector.

Use CMDB 360 to generate reports that highlight discrepancies in attribute values between different discovery sources or between a discovery source and the CMDB baseline.

Use Telecom Discovery patterns to identify and classify network functions (xNFs) from vendor devices such as Cisco, Juniper, routers, or switches. Use pattern-based discovery to map telecom resources into the CMDB.

Use Telecommunications Service Operations Management (TSOM) to proactively monitor telecom services, validate data integrity, and reconcile discrepancies across network inventory and discovery sources. TSOM enables operations teams to maintain an accurate telecom-aware CMDB and act on real-time network insights.

Use the TsomSchemaValidator utility class to validate JSON payloads against TSOM schemas before importing data. This helps identify errors early, reduce ETL failures, and confirm data quality.