Order Management

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

    The Order Management application offers a configurable, extendable, and data-driven system to capture and fulfill customer orders efficiently. It supports workflows that enable agents to manage orders seamlessly within a unified, cloud-native platform. Telecommunications customers with a TSM subscription benefit from specialized workflows and a TM Forum-based data model that ensures interoperability with external Configure Price Quote (CPQ) systems and other integrations.

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    Key Features

    • Order Capture and Enrichment: Orders can be captured directly through the CSM Configurable Workspace or via APIs and integrations such as TMF Open APIs and Now Service Exchange for seamless communication between ServiceNow instances and third-party systems. Agents can enrich orders with additional details like delivery location and pricing.
    • Order Decomposition: After approval, orders are decomposed into product, service, and resource orders based on catalog specifications and custom rules. Decomposition can be staggered to accommodate incomplete information at the start.
    • Order Fulfillment: Fulfillment agents execute tasks according to orchestration plans. The system supports managing changes, resolving errors, and monitoring task deadlines through inflight change order management, fallout management, and jeopardy management functionalities.

    Why It Matters for ServiceNow Customers

    This application streamlines order processing by integrating order capture, decomposition, and fulfillment into a single platform, reducing manual effort and errors. Its extensibility and cloud-native design ensure it adapts to evolving business needs, particularly for telecommunications and technology sectors requiring interoperability with external systems. Customers can expect improved order accuracy, faster fulfillment cycles, and enhanced visibility into order status and issues.

    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 of Order Management

    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 Exploring 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.