Orchestration plans for order fulfillment

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Orchestration plans for order fulfillment

    The Orchestration Plan user interface (UI) enables order fulfillment managers and agents to efficiently manage customer orders, track the order hierarchy, and monitor the status of associated orders and tasks. This tool provides a comprehensive visual representation of all elements involved in the order fulfillment process.

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    Key Features

    • Hierarchical Visualization: View a pictorial representation of order line items, domain orders, and order tasks, including their dependencies.
    • Current State Tracking: Assess the current status of associated orders and tasks to ensure timely fulfillment.
    • Issue Resolution: Identify and resolve any delays or issues in the order fulfillment process efficiently.
    • Support for Multi-Site Orders: Manage complex orders involving multiple products across various locations, with automatic decomposition into domain orders for streamlined fulfillment.

    Key Outcomes

    By utilizing the Orchestration Plan UI, ServiceNow customers can expect better visibility into the order fulfillment process, enabling them to meet delivery promises through timely resolution of tasks and issues. This results in improved customer satisfaction and operational efficiency when handling orders across multiple sites.

    By using the Orchestration Plan user interface (UI), you can make sure that you do all the tasks that are required to fulfill your customer (product) orders. You can also view the complete order hierarchy, the status of the associated decomposed orders, the order line items, and the order tasks.

    Using the Orchestration Plan UI

    As an order fulfillment manager or agent, you use the Orchestration Plan UI to track all related domain orders and order tasks for an order, order line item, or domain order. You can also use the UI to review and resolve any issues for related order tasks and domain orders.

    The following example shows the Orchestration Plan UI:
    Figure 1. Orchestration Plan UI
    Infographic showing order orchestration tab view of a order. For text description, refer to using orchestration plan UI for fulfillment section.
    Use the Orchestration Plan UI to see:
    • A pictorial representation that shows the hierarchy of all order line items, domain orders, and order tasks for an order, order line item, or a domain order.
    • The dependencies between the domain orders and order tasks.
    • The current state of the associated order line items, domain orders, and order tasks within the hierarchy.
    By using the Orchestration Plan UI, you can perform the following actions:
    1. View a hierarchical visual representation of all order line items, domain orders, and order tasks for the selected order.
    2. Open a node in the hierarchy and view the additional details.
    3. Determine the current state of the associated order line items, domain orders, and order tasks.
    4. Identify any order delays or fallouts in the order fulfillment process, and resolve them on time.

    Fulfilling multi-site orders

    The Orchestration Plan UI is especially helpful when you fulfill customer orders that involve multiple products that are fulfilled at multiple locations. For example, a customer orders the SD-WAN Service Package for their San Jose, San Diego, Denver, and Dallas locations. That means that there’s a minimum of three order line items for each of the four locations:
    • One line item for the SD-WAN Service Package
    • One line item for the SD-WAN Controller product
    • One line item for the SD-WAN Edge product
    If the same customer also orders an optional SD-WAN Security product for each location, there would be an extra four order line items. That is, there's one order line item for each of the four locations (San Jose, San Diego, Denver, and Dallas).
    To initiate the fulfillment process for a multi-site order, the Order Management application decomposes the order into multiple domain orders for fulfillment. The domain orders are the product, service, and resource orders that are generated during decomposition. Each decomposed order has a corresponding fulfillment flow with several order tasks. To fulfill an order by the delivery dates that you promise to your customer, you must complete all the related domain orders and resolve all the related order tasks on time.
    Note:
    To learn about the Order Management data model and order decomposition, see: