How to create a service for example a broadband service

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vikkyvivek
Tera Contributor

‎05-01-2024 12:06 PM

Hi. I am new to this order management stuff. I need a service for example a broadband service where users can raise this from service portal and I can see an order getting created for the user request. Can someone help me with this

#ordermanagement

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ShashankInamdar
ServiceNow Employee
ServiceNow Employee

‎05-01-2024 01:43 PM

Hi @vikkyvivek ,

To begin with, you need to define Service Specifications, add relevant characteristics, build relevant relationships with other Services or Resources (as applicable) and then publish the Specifications using the Product Catalog Management module.

Once published, you can then raise Orders against this Service either via TMF641 Service Order Open API or via the CSM/FSM Agent Workspace.

The Specifications defined in the Product Catalog model are different from the Catalog Items defined in the Service Catalog. And hence these are not exposed via the Service Portal.

Having said that it is possible to expose this via the Service Portal by defining a Catalog Item mapped to a Record Producer that creates the Order & Order Line Item.

 

In your scenario, what persona is expected to create the request (i.e. Order)?

If it is an Agent, you can do so via the Workspace where there is an OOTB guided experience.

 

There is a course on Now Learning for Order Management which might be worth looking at.

 

Hope this helps.

 

Regards

Shashank

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ShashankInamdar
ServiceNow Employee
ServiceNow Employee

‎05-01-2024 01:43 PM

Hi @vikkyvivek ,

To begin with, you need to define Service Specifications, add relevant characteristics, build relevant relationships with other Services or Resources (as applicable) and then publish the Specifications using the Product Catalog Management module.

Once published, you can then raise Orders against this Service either via TMF641 Service Order Open API or via the CSM/FSM Agent Workspace.

The Specifications defined in the Product Catalog model are different from the Catalog Items defined in the Service Catalog. And hence these are not exposed via the Service Portal.

Having said that it is possible to expose this via the Service Portal by defining a Catalog Item mapped to a Record Producer that creates the Order & Order Line Item.

 

In your scenario, what persona is expected to create the request (i.e. Order)?

If it is an Agent, you can do so via the Workspace where there is an OOTB guided experience.

 

There is a course on Now Learning for Order Management which might be worth looking at.

 

Hope this helps.

 

Regards

Shashank