Exploring Order Management

Whether you're starting or expanding an Order Management implementation, learn more about its available features 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. Using the Now Platform , the Order Management application delivers workflows that enable you to manage your customer orders through the entire order life cycle. 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. Integrated order fulfillment and service assurance process on a single cloud-native platform. Decomposition and orchestration workflows that are easy to configure and modify according to your business needs. TM Forum-based data model for interoperability with any external system, such as Configure, Price, Quote (CPQ) systems.

Features Product catalog management Your product catalog admins or managers can create and publish product offerings with the required product, service, and resource specifications for your customers. Your catalog managers can also create different versions of specifications and product offerings, providing a wider range of product configurations to sell. With the product catalog landing page in the CSM Configurable Workspace, your catalog admins can review the complete hierarchy of a product, quickly and easily. 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. Product and Service Order Open APIs - If you have a Telecommunications Service Management subscription, you can use these ServiceNow Open APIs to capture product and service orders from third-party systems. Service Bridge integrations - If you have a Telecommunications Service Management subscription, you can use the Service Bridge applications to receive and fulfill product or service requests directly between instances, without configuring and maintaining custom integrations. After an order is captured, your order agents can add other required order details, such as delivery location or pricing.

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.

Related concepts Configuring Order Management Creating, reviewing, approving, and fulfilling customer (product) orders