Order Management release notes
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Summary of Order Management Release Notes - Australia Release
The ServiceNow® Order Management application enables enterprises to efficiently capture, manage, and fulfill product and service orders. The Australia release introduces enhancements that improve order accuracy, visibility, task management, and integration capabilities, helping organizations streamline order processing and customer engagements.
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Key Features
- Delta Pricing on Orders: Automatically calculate pricing and quantity changes during modifications, additions, changes, and deletions (MACD) and renewals. This enhances accuracy by deriving deltas from existing contracts or purchases and supports mapping pricing adjustments across order processes.
- Price and Quantity Ramps: Display planned price and quantity changes directly on order line items, enabling visibility into how pricing evolves over time within a single order.
- Now Assist Integration: Utilize a conversational AI assistant to improve order triage and resolution. The assistant understands order context and guides agents through actions like updating shipping addresses and quantities.
- Enhanced Order Capture: Capture deal type (Direct or Indirect) and route to market on every order to ensure correct assignment of parties and consistent deal structures from quote through order.
- Order Header Tasks: Create and manage tasks at the order and top order line level independently of individual line items. This supports operational activities such as onboarding, compliance, approval tracking, notifications, and post-activation follow-up throughout the order lifecycle.
- Integration with Strategic Portfolio Management (SPM): Improved support for managing in-flight orders tied to projects, maintaining hierarchical project and sub-project structures for site and program projects.
- Order Approval Enhancements: Validate contract start/end dates and terms for recurring and entitlement orders while preventing contract dates on one-time orders to ensure accurate processing and contract compliance.
- Visibility into Deal Entities: View comprehensive billing, shipping, entitlement, and partner details on customer orders to understand all parties involved in a deal.
Activation and Related Applications
Order Management is available for installation via the ServiceNow Store. Customers can request and manage the application through the store interface.
Related ServiceNow applications that complement Order Management include:
- CPQ Configurator: Simplifies configuring and pricing customizable products during sales transactions.
- Pricing Management: Helps pricing teams set and optimize pricing strategies, ensuring accurate and competitive pricing in sales processes.
- Sales Agreement Management: Captures sales agreement details to govern future sales transactions over specified periods.
Benefits for ServiceNow Customers
- Faster and more confident order decisions with real-time visibility into pricing and quantity impacts.
- Improved order accuracy and contract compliance through enhanced validation rules.
- Increased operational efficiency by managing tasks at multiple order levels and automating task sequencing.
- Better integration with project management processes, supporting complex program and site projects.
- Improved customer and partner engagement with full visibility into deal entities.
- Leverage AI-powered assistance to streamline order updates and reduce manual effort.
The ServiceNow® Order Management application enables you to capture, manage, and fulfill product and service orders from enterprise customers. Order Management was enhanced and updated in the Australia release.
Order Management highlights for the Australia release
- Enable agents and customers to make faster, more confident decisions on orders by instantly seeing the impact of price and quantity changes, ensuring clarity on what's owed for every update.
- Improve order approval accuracy by validating contract start and end dates and terms for recurring and entitlement orders, while preventing contract dates from being set on one-time orders. This helps orders process correctly the first and contract obligations to be properly tracked.
- Enhance the Order management (OM) integration with Strategic Portfolio Management (SPM) for in-flight orders to support projects for site and maintain program project and sub-project hierarchy.
- Enable visibility into all entities involved in a deal by viewing billing, shipping, entitlement, and partner details on the customer order.
- Enable order agents to create, track, and complete order-level tasks at the order header and top order line item level, with support for dependent task chains that automatically sequence work across submission, post-approval, and post-fulfillment stages.
See Order management for more information.
Important:
Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- Delta pricing on orders
- Calculate pricing and quantity changes during MACD activities and renewals by deriving deltas from existing products, contracts, or purchases. This improves accuracy when processing order modifications.
- Defaults contract type and contract line type when empty, based on the order and line actions being performed.
- Adds delta pricing–related header and line fields, along with pricing adjustment rule identifiers and conditions, and supports mapping these fields across order, product instance, and order copy flows.
- Price and quantity ramps on order line items
- View price and quantity ramps directly on order line items to model planned changes over time within a single order, providing visibility into pricing changes without managing multiple orders. For more information, see the Product Catalog Management and Pricing Management release notes
- Manage order updates with Now Assist
- Use a conversational AI assistant to improve order triage and resolution. The assistant understands order context and supports guided actions such as updating shipping addresses and quantities across order line items.
- Customer entities on Order
- Capture Deal Type (Direct or Indirect) and Route to Market on every order to ensure the right parties are assigned, and deal structure is consistent from quote through to order.
- Order header tasks
- Create and track tasks at the order and top order line level, independent of order line items, across all stages of the order lifecycle from pre-decomposition through post-fulfillment to support operational tasks such as customer onboarding, compliance review, approval tracking, customer notifications, and post-activation follow-up.
Changed in this release
- Managing inflight order for site projects
- Use the OM integration with SPM for in-flight orders to support projects for site and maintain program project and sub-project hierarchy.
Activation information
Install Order Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.