Order Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Order Management

    The Order Management application in the Yokohama release offers a configurable, extendable, and data-driven system designed to streamline order capture and fulfillment for enterprise customers. It supports workflows for agents to efficiently manage product and service orders, especially benefiting customers with Telecommunications Service Management (TSM) subscriptions through specialized workflows for communications products and services.

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    This cloud-native platform integrates order fulfillment with service assurance processes and utilizes a unified technical and base product catalog. For customers using the Telecommunications, Media, and Technology edition, the TM Forum-based data model enables seamless interoperability with external Configure Price Quote (CPQ) systems and other integrations.

    Key Features

    • Order Capture and Enrichment: Orders can be entered directly by agents via the CSM Configurable Workspace or captured from third-party systems using TMF Open APIs. Service Exchange integrations facilitate direct order exchange between instances, enabling verification, enrichment, decomposition, and fulfillment without custom integration efforts. Agents can also enrich orders with details like delivery location and pricing.
    • Order Decomposition: After approval by a fulfillment manager, orders are automatically broken down into product, service, and resource orders based on catalog specifications and custom decomposition rules. The system supports staggered decomposition to handle incomplete information efficiently.
    • Order Fulfillment: Fulfillment is guided by orchestration plans detailing tasks required to complete orders. Tools to manage fulfillment challenges include inflight change order management for handling customer changes, fallout management to resolve processing errors, and jeopardy management to alert managers about tasks at risk of delay.
    • Business Portal for Customer Self-Service: Business customers can browse the product catalog, configure complex product options, create orders, manage shopping carts, and track order fulfillment progress through a user-friendly portal.

    Practical Benefits for ServiceNow Customers

    • Enables a seamless, cloud-based order fulfillment experience with a unified catalog, reducing complexity and enhancing accuracy.
    • Offers flexible and configurable workflows adaptable to specific business needs, improving operational efficiency.
    • Supports direct and automated integration with external systems and customers, minimizing manual intervention and integration overhead.
    • Provides comprehensive tools to monitor and resolve order fulfillment issues proactively, ensuring timely delivery and customer satisfaction.
    • Empowers customers with self-service capabilities through the Business Portal, enhancing transparency and engagement.

    Learn more about available features in the Order Management application so that you can create a seamless ordering experience for your enterprise customers.

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    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Order Management overview

    With the Order Management application, you get an order management system that is configurable, extendable, and data driven. The Order Management application delivers workflows that enable your agents to capture and fulfill your customer orders. If you have a Telecommunications Service Management (TSM) subscription, you can use workflows that help you manage communications products and services.

    Benefits

    • Catalog-driven, cloud-based order fulfillment with a unified technical and base product catalog.
    • Decomposition and orchestration workflows that are easy to configure and modify according to your business needs.
    • Integrated order fulfillment and service assurance process on a single cloud-native platform.
    • If you're using the Order Management for Telecommunications, Media, and Technology application, the TM Forum-based data model provides interoperability with any external Configure Price Quote (CPQ) application, and other systems.

    Features

    Order capture and enrichment
    Order Management provides different ways to capture product and service orders.
    • Direct order capture - Your agents and order managers can enter product or service orders using the CSM Configurable Workspace.
    • If you're using the Order Management for Telecommunications, Media, and Technology application and have a Telecommunications Service Management subscription, you can use the following features:
      • Product and Service Order Open APIs - Use the ServiceNow implementation of the TMF Open APIs to capture product and service orders from third-party systems.
      • Now Service Exchange integrations - Use the Service Exchange applications to receive and fulfill product or service requests directly between your instance and the instances of your customers, without configuring and maintaining custom integrations. Service Exchange supports the verification, enrichment, decomposition, and fulfillment of these customer orders. For detailed benefits of the Service Exchange applications, see Learn about Service Exchange.

    After an order is captured, your order agents can add other required order details, such as delivery location or pricing as part of order enrichment.

    Order decomposition
    After a fulfillment manager reviews and approves a product or service order, Order Management breaks down the order into the required product, service, and resource orders for each order line item. This breakdown is based on the specification relationships set in the product catalog and any decomposition rules that you created. If some of the information isn’t available when order decomposition starts, Order Management can stagger the decomposition to create certain orders using the current information.
    Order fulfillment
    Your fulfillment agents and managers complete the series of tasks needed to fulfill an order, based on an orchestration plan that defines the order tasks for fulfillment. You can use different tools to handle issues during fulfillment:
    • Inflight change order management - Handle customer order changes.
    • Fallout Management - Identify and resolve order processing errors.
    • Jeopardy Management - Alert fulfillment managers when the assigned time for an order task is in jeopardy.
    Business Portal for customer self-service
    Business customers can use the Business Portal to do the following:
    • Browse products using the product catalog.
    • Configure product options for complex products.
    • Create orders and view products in their shopping carts.
    • Review the fulfillment process to check the progress of their orders.

    For more information on setting up the Business Portal, see Configure the Business Portal.