ServiceNow Inc. and Partners Unveil Autonomous Roaming Solution for Travelers

On March 2, 2026, at the Mobile World Congress, a significant collaboration was announced between NTT DOCOMO, StarHub, and ServiceNow, aimed at revolutionizing the way travelers experience connectivity while roaming internationally. This joint initiative introduces an autonomous roaming resolution utilizing the advanced capabilities of the ServiceNow CRM, marking a significant advancement in the telecommunications industry.

Roaming customers often encounter service interruptions when abroad, typically requiring coordination among multiple carriers to resolve connectivity issues. Currently, each carrier employs its own intake channels—such as web forms, emails, and portals—to address these problems, which can lead to delays in reporting and tracking issues. For travelers, this can mean a frustrating loss of service at critical moments, while for operators, it translates into lost revenue and diminished customer trust.

Recognizing these challenges, NTT DOCOMO has been engaged in a partnership with ServiceNow since 2021 to eliminate manual intervention through Zero-Touch Operation (ZTO). This initiative automates remote maintenance tasks that traditionally required hands-on support, leading to faster fault recovery and the elimination of overnight support shifts. Now, this automation is being extended across carrier boundaries, enabling real-time inter-carrier operations.

The collaborative effort between NTT DOCOMO, StarHub, and ServiceNow has resulted in the development of a shared operational model that leverages artificial intelligence, data, and automated workflows to expedite the resolution of roaming issues. The new solution transforms previously manual processes into autonomous workflows that address roaming faults in real-time via the ServiceNow AI Platform.

When a connectivity issue arises, the system quickly identifies the problem, highlights which network is affected, and indicates ongoing recovery efforts. This approach not only enhances visibility across networks but also minimizes manual involvement, ultimately improving service quality and traveler experiences worldwide.

Technical validation for this initiative is currently underway, with the companies targeting a commercial launch in the latter half of 2026. The overarching goal is clear: to provide travelers with seamless connectivity—reflected by more robust signals on their devices—through standardized operations across carriers, enhancing overall service quality.

Akihiro Hikuma, Senior Vice President and Executive General Manager of the Network Division at NTT DOCOMO, emphasized the importance of this collaboration, stating, “By extending automation beyond individual network domains and introducing a standardized, cooperative model for inter-carrier operations, we can significantly reduce service interruptions and enhance the transparency and speed of issue resolution.”

Volkan Sevindik, Chief Technology Officer at StarHub, echoed this sentiment, highlighting the initiative’s focus on improving customer experience through intelligent automation, thus addressing a long-standing industry challenge at its root.

The initiative also aligns with industry standards, leveraging Mplify’s MEF 113 Trouble Ticketing Business Requirements and Use Cases standard. Pascal Menezes, Chief Technology Officer at Mplify, noted that the collaboration demonstrates how open, industry standards-based specifications can foster more consistent and interoperable operations among service providers, ultimately enhancing global connectivity.

The collaboration between NTT DOCOMO, StarHub, and ServiceNow represents a significant leap forward in telecommunications, showcasing how modern technology can transform the roaming experience for international travelers. As the companies prepare for a commercial launch later this year, the industry's attention is firmly focused on this innovative solution that promises to enhance connectivity and service quality across borders.