With Infosys Live Operations - for Telecom, powered by ServiceNow, telcos can accelerate their business and network operations. This offering creates a sentient operations ecosystem, enabling end-to-end visibility across the BSS-OSS-NMS stack and the ability to auto-heal. The offering can help telcos to make data-driven decisions, improve customer communication, automate tasks, and receive business enhancement recommendations. By adopting Infosys Live Operations, telecom companies can transform their operations, enhance customer experience, achieve operational excellence, and improve profitability.

Infosys Live Operations – For Telecom creates a sentient operations ecosystem, enabling end-to-end visibility across the BSS-OSS-NMS stack and the ability to auto-heal. 

1)     Sub Flows

·       ILO Event Notification

o       Shares Event Payload to ILO based on the Payload Configuration and Outbound Field Mapping.

·       ILO Error Handling

o       Error handling to capture failures during execution.

2)     Spoke Actions

·       Integration Enabler Check

o       Verified whether the Integration is enabled in the system before triggering the other actions of the sub flow.

·       Get Valid Token

o       Get bearer auth token for connecting with ILO using the Application Registry and OAuth Provider Configuration Profile.

·       Prepare Event Payload

o       Build the Event payload based on the triggered table data and the Payload Configurations.

·       Post Event Payload

o       Triggers Outbound POST API to share the payload built to the ILO endpoint using the Auth token generated.

3)     Flows

Consists of flows in the initial application package focusing on the event sharing on Order management tables, related Fallouts, Cases and Incidents. These flows can be enhanced; any specific conditions can be added in the Payload Configuration record of the table to share events only on the matching conditions. The trigger record table needs to have a defined configuration for generating the Event payload. New flows can be built utilizing the provided Sub flow for other ServiceNow Application tables.

·       Notify ILO:Customer Order
       Send event payload to ILO on Customer Order creation and updates.

·       Notify ILO:Order Line Item

Send event payload to ILO on Order Line Item creation and updates.

·       Notify ILO:Order Task

Send event payload to ILO on Order Task creation and updates.

·       Notify ILO:Order Fallout

Send event payload to ILO on Fallout creation and updates.

·       Notify ILO:Case Events

Send event payload to ILO on Case creation and updates.

·       Notify ILO:Incident

Send event payload to ILO on Incident creation and updates.

·       Notify ILO:Incident Task

Send event payload to ILO on Incident Task creation and updates.

4)     Payload Configurations

The Payload Configuration and Outbound Field map tables are used to define the data requirements for the shared event. This is used to build the event payload based on the corresponding data table triggering the actions. Along with the record specific data and the filter conditions, the configuration values are used to fetch the Event Type and the Data Category values that act as Event Identifiers in the target System.