Orchestration plans for order fulfillment

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Orchestration plans for order fulfillment

    The Orchestration Plan user interface (UI) in ServiceNow enables order fulfillment managers and agents to efficiently manage and track all tasks required to fulfill customer product orders. It provides a comprehensive view of the entire order hierarchy, including order line items, domain orders, and order tasks, along with their statuses and dependencies.

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    Using the Orchestration Plan UI

    • View a visual hierarchical representation of all order components (order line items, domain orders, and order tasks) related to a specific order, order line item, or domain order.
    • Assess dependencies and current states within the order hierarchy.
    • Access detailed information by opening nodes in the hierarchy.
    • Identify and resolve delays or fallouts during the order fulfillment process promptly to ensure timely delivery.

    Fulfilling Multi-site Orders

    The Orchestration Plan UI is particularly valuable for managing complex orders involving multiple products delivered across various locations. For example, a customer ordering an SD-WAN Service Package for multiple sites results in multiple order line items per location for each product component (e.g., SD-WAN Service Package, Controller, Edge, and optionally Security products).

    The Order Management application decomposes such multi-site orders into multiple domain orders, each representing product, service, or resource orders with corresponding fulfillment flows and order tasks. Successful fulfillment requires completing all domain orders and resolving associated tasks by the promised delivery dates.

    Practical Benefits for ServiceNow Customers

    • Gain clear visibility into the full order fulfillment lifecycle and dependencies.
    • Efficiently manage and track complex, multi-location orders.
    • Proactively identify and address issues impacting order delivery.
    • Ensure coordinated and timely completion of all fulfillment activities.

    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: