Order Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Order Management Release version: Washingtondc

    The Order Management application provides a configurable and data-driven system for managing orders within your enterprise. It enables agents to efficiently capture and fulfill customer orders with workflows tailored to both general and Telecommunications Service Management (TSM) needs.

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    Key Features

    • Order Capture and Enrichment: Multiple methods for capturing orders, including direct input by agents and third-party integrations via TMF Open APIs.
    • Service Bridge Integration: Facilitates direct order fulfillment between your instance and customer instances, enhancing order accuracy and efficiency.
    • Order Decomposition: Automatically breaks down approved orders into detailed components based on catalog specifications and decomposition rules.
    • Order Fulfillment Management: Supports various tasks and tools for completing orders, including managing changes and resolving processing errors.

    Key Outcomes

    By utilizing the Order Management application, you can expect a streamlined and unified order fulfillment process that enhances customer satisfaction and operational efficiency. The integration capabilities with external systems and TM Forum-based data model ensure your order management is adaptable to meet evolving business needs.

    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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    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. Although the Service Exchange legacy application is still supported, see Learn about Service Exchange for detailed benefits of the current Service Exchange application.

    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.