Transforming Telco with ServiceNow: The Path to 2024 – Continued… 

While generative AI, like chatbots, has been a hot topic in 2023, the year has been about much more. A significant development has been the advancements in 5G networks, which are revolutionizing sectors such as communication, automation, and entertainment.

A key milestone is the shift to standalone 5G architecture, independent of 4G networks. This evolution overcomes previous limitations related to device density and connection latency, setting the stage for innovative solutions in 2024. These include cellular IoT, Big Data monetization, and edge computing.

However, as the number of products and applications grows, so does the importance of cybersecurity and risk management. Two incidents in 2023 highlight this urgency:

AT&T’s security breach affected 9 million mobile clients. Although credit card information wasn’t compromised, the exposure of Customer Proprietary Network Information raises concerns.

A cyberattack, attributed to Russian hackers, disrupted Ukraine’s Kyivstar network, affecting millions of users. The recovery took days, underscoring the need for robust cybersecurity measures.

In response, the telecom industry is adopting a cybersecurity mesh strategy, focusing on:

• Protecting each user’s devices, regardless of location.
• Enhancing security for home devices to minimise attack vectors.
• Consolidating information and events for improved efficiency, visibility, and automation.

Cybersecurity Mesh Strategy

Cybersecurity mesh strategy, also known as Cybersecurity Mesh Architecture (CSMA), is a modern approach to security architecture that allows distributed enterprises to provide and extend security where it is most urgently needed[1]. It is a collaborative ecosystem of tools and controls designed to secure a modern, distributed enterprise[2].

The cybersecurity mesh strategy is uniquely suited for simple and efficient deployment and maintenance. It is a viable model for dealing with components that lie outside traditional network boundaries, making a company’s response to security and expansion more agile[1].

Instead of a comprehensive perimeter, the system relies on a network (mesh) of many smaller, interconnected perimeters that protect all devices at an individual level. The configuration of different access levels makes it more difficult for attackers to exploit entire networks[3].

This strategy independently secures each device with its own perimeter, such as firewalls and network protection[4]. It provides a framework for discrete security solutions to work together towards common goals, enabling a more collaborative, flexible, and scalable approach to meeting evolving security needs[5].

This approach is particularly beneficial in the era of cloud computing and remote work, where traditional, isolated security solutions are insufficient to effectively protect dispersed technology environments[6].

In summary, a cybersecurity mesh strategy is a modern, flexible, and efficient approach to security architecture that allows for the protection of individual devices and components, even in distributed and complex IT environments. It is designed to provide enhanced detection capabilities, more efficient responses, consistent policy management, and more adaptive and granular access control, leading to better overall security[2].

Trend of Developing standalone 5G networks for broader coverage and lower latency

Initially, 5G networks relied on the existing 4G core network for data transmission and coverage, enabling basic functionality without the need for a completely new infrastructure. However, the evolution to 5G standalone (5G SA) networks marks a significant shift. This new phase offers expanded coverage and reduced latency. By adopting a cloud-based architecture, 5G SA enhances the user experience and sets the stage for advanced technologies like autonomous vehicle automation and precision robotics.

Trend Use Cases

• Reliable remote control of machinery, robotics and other devices
• Secure, controlled and widespread internet access unlimited by geography
• More accurate inventory management across all industries

ServiceNow

Platforms like ServiceNow, with Telecom-specific solutions, are pivotal in addressing these challenges. Leveraging ServiceNow’s NOW platform for Asset Management, a unified CMDB, and integrated Risk Management can automate processes across devices, applications, infrastructure, and vendors.

Following are the ServiceNow capabilities to support the transformation:

• Unified Data View within ServiceNow aggregates data across silos, providing a single view for both agents and customers. This boosts productivity and drives customer loyalty. Service providers can remediate issues before they affect customers and keep them proactively informed about service interruptions.
• Telecommunications Service Management (TSM) is a pre-built ServiceNow’s product to connect telecom operations—from the network to the customer—on a single platform. It empowers customers with self-service tools to learn, make changes, and troubleshoot issues on their own. It also automates issue resolution and optimises operational workflows with AIOps and machine learning.
• Improved Customer Experience helps telecom companies deliver exceptional, cost-effective service from issue to resolution. It also helps attract and retain top talent with complete automation across the enterprise, driving growth and innovation through an interconnected work environment.
• Telecommunications Service Operations Management (TSOM) includes key applications and capabilities that can grow with the telecom company as its needs change. It helps reduce event floods from monitoring tools and gain insight into business service health. It also uses AI to proactively monitor service health in complex networks.
• ServiceNow Platform Intelligence uses automation, AI, and analytics to provide greater agility and scale in today’s cloud-first world. It helps telecom companies adapt to changing customer expectations due to new competitors and technologies.
• Inventory Management offers a global telecom product to help network operators manage 5G and fiber network inventory. This tool provides a consolidated view of their networks and a consistent workflow between connected systems.

Generative AI

Furthermore, as we anticipate hackers utilizing generative AI, the application of AI in cybersecurity becomes not just an option but a necessity. Collaborations, such as those between Nokia and Microsoft, are exploring how AI can enhance cybersecurity.

In conclusion, while generative AI continues to be a significant trend, 2024 is poised to be a transformative year with the expansion of 5G, heightened cybersecurity measures, and the strategic application of AI in various domains.

Sources:

• [1] https://www.fortinet.com/de/resources/cyberglossary/what-is-cybersecurity-mesh
• [2] https://www.gartner.com/en/information-technology/glossary/cybersecurity-mesh
• [3] https://www.capterra.com.de/blog/3037/cybersecurity-mesh-definition
• [4] https://www.insight.com/en_US/content-and-resources/glossary/c/cybersecurity-mesh.html
• [5] https://www.checkpoint.com/de/cyber-hub/cyber-security/what-is-cybersecurity-mesh-architecture-csma/
• [6] https://www.mimecast.com/de/blog/cybersecurity-mesh-architecture-what-it-is-and-how-to-build-it/
• [7] https://www2.deloitte.com/de/de/pages/risk/articles/cybersecurity-mesh.html
• [8] https://www.security-insider.de/netzwerksicherheit-neu-gedacht-a-77939eb8479c4e6412373292694b2bd7/

Teiva Systems is a ServiceNow Premier Partner and provides advisory, architecture, implementation, training and support services. Teiva Systems specialises in building custom applications and integrations with ServiceNow App Engine leveraging platform capabilities like common data model, security, integration layer.

Kostya Bazanov is ServiceNow Leading Architect and Technology Advisor since 2011. He acted in various roles such as technical consultant, implementer, solution architect, team lead in national and global projects and ServiceNow platform rollouts. Kostya is certified in ServiceNow ITSM, Discovery, Event Management, Application Development and other critical modules and capabilities.

Kostya Bazanov, Managing Director, Dec 20, 2023