My API Story: Enable consistent integration

Tell us about yourself and your job

I am the Head of Product, Telecom & Media at ServiceNow. In this role, I lead the organization that innovates, builds and ships ServiceNow’s products in the Telecom & Media industry. ServiceNow serves as the central operational platform of choice for thousands of customers globally. My product organization delivers products that serve end-to-end functions of customer service, CRM, CPQ, order management & service delivery, field service, network operations, network inventory, network discovery and assurance – all on a single cloud-native AI platform.

What TM Forum Open APIs are most valuable to your company?

The most valuable TM Forum Open APIs for us are those that standardize and streamline the sales‑to‑fulfillment-to-service lifecycle across our increasingly complex product and service portfolios. This compliance delivers a consistent service experience across all telecom operations. Equally important are the capabilities that connect service operations with underlying network operational data, enabling end‑to‑end visibility, faster issue resolution, and more resilient, automated service and network operations.

Why did you choose to highlight those APIs?

We chose to highlight these APIs because open standards give us a consistent way to integrate and orchestrate the sales-to-fulfillment-to-service journey end to end, even as our product and network landscapes grow more complex across physical, logical, and virtual layers. Aligning our platform with TM Forum’s Open API specifications accelerates delivery, reduces integration cost, and makes interoperability with existing BSS/OSS ecosystems far more seamless. Just as important, these APIs let us connect service operations with network operational data and existing assurance and inventory investments, so network insights directly inform customer and service workflows. The result is a consistent service experience and the agility to support both current and next-generation services.

How do you use those APIs?

As ServiceNow emerges as an operational platform of choice for CSPs globally, we use TM Forum Open APIs as the backbone for our sales‑to‑fulfillment‑to‑service and network management workflows. We standardize product and service catalogs, orders, and inventories across physical, logical, and virtual layers to ensure consistent data and end‑to‑end orchestration. We also combine network operational data—assurance signals, alarms, resources, topology, and performance—into service operations so network insights directly drive customer and service workflows (for example, proactive incident management, impact analysis, and automated remediation). Aligning with the Open APIs allows us to reuse integrations across markets, reduce custom code, and accelerate delivery, while ensuring seamless interoperability with customers’ existing BSS/OSS investments.

How have you benefited from using those APIs?

The platform’s built-in ServiceNow APIs, aligned with TM Forum Open APIs, make interoperability with customers’ existing BSS/OSS ecosystems far more seamless and cost‑effective.

Where do you use them?

At ServiceNow, industry standards alignment, such as TM Forum’s OpenAPI standards, remains a key pillar of our Telecommunications product strategy, and customer interest is global.

Have you used them in conjunction with any other APIs?

In addition to interoperating with other BSS/OSS systems in our customers’ landscapes we also support our customers in connecting with other industry peers/partners in the ecosystem. We utilize MEF APIs to enhance interoperability and accelerate integration.

Why do you believe in TM Forum’s Open API program?

Adhering to TM Forum’s standards‑based Open API program enables consistent integration—a foundation of digital transformation. Aligning our built‑in ServiceNow APIs with TM Forum Open APIs delivers seamless interoperability with CSPs’ BSS/OSS, accelerates delivery, and connects customer and agent workflows directly to network and operations data. Open APIs also future‑proof architectures, allowing CSPs to evolve components without disrupting the wider ecosystem. Globally, this helps CSPs accelerate revenue, reduce costs, and elevate customer experience—establishing a digital‑first foundation that connects people, processes, and data. As ServiceNow leads the industry in adoption of AI across CSPs, we find that standardization of data across a CSP’s landscape sets them up for success to adopt and take advantage of the latest AI innovations.