With today’s launch of our new ServiceNow ecosystem application, Itential for ServiceNow OMT, Itential’s suite of products to connect infrastructure to ServiceNow becomes even more robust. The new application for ServiceNow OMT has the potential to effect transformative change in the telco and service provider industry.
Service providers today are facing a dramatic paradigm shift.
Historically, the product catalogue has been fairly limited and slow to change. However, evolving technologies, the shift toward cloud-centric and hybrid cloud, and changing customer expectations have created a new landscape. Service providers are looking to bring new services to market more quickly and offer a wider range of services across more complex infrastructure to stay competitive. In addition, to keep pace with evolving infrastructure and increasing demand, accelerating current processes with automation has become a top priority.
To both enable faster delivery of new services and enable the migration of existing manual activity to automation, Itential’s application for ServiceNow OMT provides a standardized path toward orchestrating services that can combine network capabilities with third party services and capabilities, such as cloud, security, and interconnect. Service providers will be able to leverage ServiceNow OMT to manage data and delivery of these services, ensuring flexibility and velocity going forward.
Why Service Providers Must Evolve
Historically, service providers offered a product catalog that was fairly static, with a combination of consumer-oriented and enterprise-oriented mobile, cable, wireless, fiber, and more. Today, with the expansion of cloud and the increasing complexity of network infrastructure, there are more types of products that can be offered.
Because of the evolving landscape, customers have increased demands as well. Providers are asked to deliver more cloud capabilities, more connectivity, and the ability for end users to self-serve products in a manner similar to public cloud services.
Traditional order management is not equipped for rapid innovation and rapid delivery of new services in a hybrid multi-cloud world. For most service providers today, order management is a significant money sink, and service fulfillment has been identified as an area for improvement in order to achieve the desired velocity for introducing new services. ServiceNow’s OMT solution has seen rapid adoption in the industry because it aims to solve this problem, bringing service providers the ability to innovate in the service space in a way that the old stack did not.
However, even for service providers who have adopted the ServiceNow OMT solution, network and infrastructure operations are still performed with a completely different technology stack compared to order management. This means multiple teams must collaborate to build a new orchestrated service that can be delivered to customers, creating delays.
How Itential for ServiceNow OMT Revolutionizes Service Orchestration & Order Management
The new Itential application for ServiceNow OMT aims to unify order management and infrastructure operations, providing a single centralized platform that can expose different parts of a service provider’s complex infrastructure to support different use cases.
It leverages tight integration between Itential’s orchestration and integration platform and ServiceNow OMT’s robust workflow and data management capabilities to solve for the two priorities mentioned above: migrating manual fulfillment to automated processes and increasing the velocity at which new products and services can be delivered.
If you look at both components of the solution, they complement each other to support a streamlined model for order fulfillment. ServiceNow OMT handles order management and inventory, offering capabilities for people, process, and IT-facing orchestration. On the other side, Itential provides network-facing orchestration that tightly integrates with OMT to allow service providers to leverage all of their infrastructure in the most efficient manner.
With the new application, service providers are able to standardize and operationalize the way services are orchestrated and delivered to market via the OMT service catalog. This means OMT catalog owners can easily create and publish new products by bundling services that are published via Itential, with no delays and no custom integration work required.
Our solution eliminates the need for custom development and reduces tool sprawl from the many pointwise integrations service providers use to connect distributed infrastructure. It means operations teams and order fulfillment teams can more easily collaborate through a standard central platform, driving efficiency across the entire organization and enabling the agility and velocity needed in today’s market.
It’s about simplifying the process of orchestrating and delivering new products.
Features and capabilities:
- End-to-end network service lifecycle orchestration across multiple network technologies and vendors. Migrate current manual fulfillment and accelerate orchestration of new services.
- Ability to dynamically publish orchestrated services to the ServiceNow OMT Service Catalog. Catalog owners can easily leverage all services to rapidly create new multi-domain products.
- Tight integration with TMF641 interface for service order fulfillment activities.
- Rapid onboarding of new vendors and networking technologies without custom integration work.
How Leveraging Itential for ServiceNow OMT Enables Transformative Innovation
An evolving technology landscape and the need to deliver more services at greater velocity have left service providers searching for ways to increase efficiency. Itential and ServiceNow offer the capabilities service providers need to stand out in a competitive market, minimizing time and cost of introducing new services while enabling service providers to move away from slow, error-prone manual fulfillment for existing products.
For network teams, this means a standardized way to interface with complex infrastructure using a single platform that integrates with every API-enabled solution in the organization’s stack. Teams can orchestrate services across all of their multi-domain, multi-cloud infrastructure. Then, these services can be published to the OMT service catalog in without any delay, available to catalog owners without any manual tickets or integration. The solution eases workloads for network teams while increasing productivity and speed, in addition to also providing more visibility to order fulfillment status.
For product owners, the benefits of the solution are clear: service providers can accelerate time-to-revenue by moving from manual fulfillment to automated, orchestrated service delivery, and multi-cloud, multi-vendor services become much easier to put together and offer to customers. This approach also enables self-serve capabilities for end users, ensuring providers can meet customers’ high demands.
For ServiceNow catalog owners, this is about standardizing network services to be like anything else in the ServiceNow environment. Network infrastructure services, no matter how complex, can be added to a bundled product with a few clicks, simplifying the creation of new products using dynamically published service specifications.
With the release of our new application for ServiceNow OMT, we’re adding more capabilities to our already robust suite of ServiceNow integration products. We’re enabling service providers to be the most efficient, most profitable versions of themselves, getting the most out of existing and future infrastructure investments and keeping pace with the demands of the market today.
Ready to learn more? Dive into the full list of features and capabilities here. And for a firsthand look, be sure to check out this webinar to see Itential for ServiceNow OMT in action.
Morgan Stern
Vice President, Automation Strategy ‐ Itential
Morgan Stern serves as the Vice President of Automation Strategy for Itential, where he is responsible for assisting Itential’s global customers in developing, implementing and deriving value from their automation strategies using the Itential Automation Platform. For the majority of his career, Morgan has focused on assisting large enterprise and service provider organizations in maximizing the business impact of new technologies as an architect, consultant, author, and industry speaker.
