In Order Management for Telecommunications (OMT), we've added enhanced features to enrich the experience with improved performance and more ways to manage, prioritize, and route orders at scale.
With automated workflows, and industry-standard APIs, new Order Management for Telecommunications (OMT) features help communication service providers (CSPs) quickly launch and activate new services at scale, reducing time to revenue and providing a seamless customer experience for orders placed. In the Utah release, we continue to enrich the experience with improved performance and more ways to manage, prioritize and route orders at scale.
- CSPs need a flexible framework to easily set and manage order priorities based on urgency or criticality. CSPs must be able to prioritize and route orders based on customer, product, or service urgency.
Order prioritization and routing helps CSPs
- Prioritize and route orders based on customer, product or service type, financial value, customer request, and other rules.
- Revise order priority to respond to changes such as errors or scheduling updates.
- Allocate and assign tasks and activities based on the order priority.
- Manage order priority via APIs.
Priority and routing rules
- Integration with a third-party system to manage inflight service orders typically takes a long time to deploy, increasing cost and time to market. CSPs need agility for their Service Order Management capability to accommodate in-flight order changes via TMF API.
Enhanced service order management aligns with TM Forum Service Ordering Management TMF641
OpenAPI, providing an industry standards integration to place inflight service orders with all of the necessary
order parameters with third-party systems.
- Support in-flight changes of service order characteristic and quantities.
- Support in-flight cancellation or order line items and service orders.
Industry standards API (supported scenarios)
- CSPs need to confirm if a service can be delivered to a customer before they process the customer order. If the orders are submitted without the serviceability check, the order fulfillment process will be delayed, resulting in poor customer experience when ordering services.
Technical service qualification confirms service availability before placing an order improving customer
experience. CSPs can confirm service availability (for a specific location) before the order is decomposed and
orchestrated and avoid placing orders for unavailable services.
- Confirm service availability by sending technical service qualification requests.
- Process and coordinate technical service request and responses with external inventory systems via APIs.
- Aligned with the Service Qualification Management TMF645 OpenAPI.
Technical Service Qualification integration
- Customer and agent experiences are poor when orders are processed slowly due to a large volume of orders being processed.
Enhanced order processing performance transforms the consumer and agent experience with improved
performance. CSPs can ingest high-volume and large multi-site customer orders.
- Enhanced performance of asynchronous and synchronous order processing.
- Reduce order bottlenecks when processing large volumes of enterprise and customer orders.
- Process large volumes of orders using the product and service order APIs.
Asynchronous order processing
_________________________________________________________________________________________
© 2023 ServiceNow Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
servicenow.com
