Unlocking the Power of ServiceNow Yokohama: What’s New for the Telecommunications Industry

Introduction

ServiceNow delivers two major updates each year, introducing new features and enhancements across its enterprise-wide solutions. As a ServiceNow Elite Partner, Infocenter is excited to showcase the latest Yokohama release—particularly its advancements in AI and its impact on the telecommunications industry.

With a strong focus on AI innovation, ServiceNow continues to drive automation, efficiency, and smarter decision-making through Generative AI and machine learning. From AI-powered chatbots to intelligent automation, these capabilities streamline workflows and enhance productivity. Infocenter shares this AI-driven vision, leveraging solutions like RADIUS and DEVSHOP to help businesses optimize their ServiceNow environments and accelerate digital transformation.

At Infocenter, we specialize in maximizing ServiceNow investments, providing expert-driven solutions that support seamless upgrades like Yokohama. This latest release introduces powerful features designed to enhance operations, drive efficiency, and elevate customer experiences—particularly in the telecommunications sector. Let’s explore what’s new and how these advancements can benefit your business.

Yokohama Release Overview

Early availability: January 30, 2025
General availability: Targeted for late Q1 2025

Before upgrading, review the release notes from your current version to Yokohama. These notes highlight new functionalities, key changes, and available fixes to help ensure a smooth transition and maximize the benefits of your upgrade.

What’s New in ServiceNow Yokohama

1. AI-Powered Enhancements for Technology, Media, and Telecommunications (TMT)

Service Bridge Mapping

Accelerate onboarding and streamline Service Bridge integrations with Generative AI.
Auto-generate field transformations to reduce manual errors and save time.
Boost productivity and minimize integration errors with automated processes.

Test Summarization for Customer Service Problem Management

Leverage AI-driven summarization to interpret complex test results quickly.
Generate concise, contextual insights for faster decision-making.
Improve responsiveness by prioritizing critical issues with enriched summaries.

Case Summarization for Customer Success

Simplify onboarding and engagement tracking with AI-powered insights.
Accelerate decision-making with high-level summaries of customer interactions.
Improve visibility with clear, digestible engagement overviews.

2. Enhancements Across the Telecom Service Lifecycle

Telecommunications Service Management (TSM)

Health and Risk Frameworks for Customer Success

Proactively monitor customer engagement health and mitigate risks.
Define key indicators to establish an overall health score.
Track and address relational risks to improve customer retention.

Remote Catalog Client Transcript for Service Bridge

Enhance request accuracy by validating catalog request data before activation.
Ensure quality and consistency with pre-approved scripts.
Improve control over catalog requests for better fulfillment outcomes.

Telecom Service Operations Management (TSOM)

Telecom Discovery: Patterns-Based

Maintain accurate inventory data with automated, pattern-based network discovery.
Identify physical network inventory using SNMP and CLI interfaces.
Keep data synchronized with live network resources for real-time insights.

Telecom Discovery: Service Graph Connector

Reduce integration costs and accelerate value realization with out-of-the-box discovery.
Standardize Nokia Altiplano vendor equipment integration.
Synchronize network inventory with vendor management systems via REST APIs.

Telecom Reconciliation

Automate the resolution of network inventory discrepancies.
Provide engineers with detailed discrepancy reports and recommended corrective actions.
Align live network inventory with the CMDB for improved operational accuracy.

3. Strategic Portfolio Management for Telecommunications (SPMT)

Private 5G Construction Template

Expedite 5G deployments with predefined project management workflows.
Track site assessments, equipment procurement, and regulatory approvals in real time.
Reduce deployment costs through optimized resource allocation.

Fiber Broadband Rollout Template

Streamline deployment processes with automated workflows.
Reduce delays with real-time tracking of permits and approvals.
Enhance customer acquisition with onboarding dashboards for ready-to-use services.

4. Telecommunications Network Inventory (TNI)

Design & Assign Playbook Experience

Optimize service resource design and assignment with a guided playbook.
Reduce errors and improve customer experience with faster network designs.
Customize playbooks to align with your unique business needs.

Network Site User Interface

Visualize network issues on an interactive map for faster resolution.
Monitor capacity thresholds and operational statuses with color-coded alerts.
Improve SLA adherence by identifying and resolving network events swiftly.

Enhanced Change Management: Multimodal

Customize change management status names for clearer workflow stages.
Align network status activities with customer-defined statuses.
Reduce errors and delays, enabling faster network modifications and maintenance.

Leverage a Leading Partner, Like Infocenter

At Infocenter, we help businesses maximize their ServiceNow investments by offering expert advisory and managed services. Whether you’re planning, building, or managing your ServiceNow environment, our solutions—RADIUS for advisory services and DEVSHOP for managed services—enable seamless upgrades and digital transformation.

With the Yokohama release, the telecommunications industry can unlock new levels of efficiency and innovation. Let Infocenter guide you in implementing these advancements for long-term success.