How to create a service for example a broadband service

[vikkyvivek]

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

[ShashankInamdar · Accepted solution]

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

[Ericmann]

You’re basically describing a self-service order management flow, and yeah, it’s confusing at first. I’ve worked on something similar for broadband requests. At a high level, you need three pieces:

1. a service portal where users submit requests,

2. an order management system that turns that request into an order, and

3. some backend workflow that provisions or tracks the service.

You don’t need to build everything from scratch tools like ServiceNow, Freshservice, or even custom forms + workflows can do this. Start simple: one service, one form, one order state. Complexity comes fast, so keep v1 basic and iterate.