How to manage the entire customer lifecycle in SOMT (Sales and Order Management for Telecom)

[Satoshi Abe]

I would like to run MACD in SOMT (Sales and Order Management for Telecom) with Customer Lifecyle Workflow.
However, it appears that some of this functionality is not available for the entire customer lifecycle with OOB. Is there a better way to handle this?
For example, I cannot create a Quote or Service Contract/Entitlement from Product Inventory.
On the other hand, in SOM (Sales and Order Management), we can create a Quote from a Sold Product.

[ShashankInamdar]

Modify, Suspend, Disconnect actions from a Sold Product are supported - irrespective of SOM or SOMT.

Creation of Quote from a Sold Product is a near roadmap item.

@Joshua Chen FX @Satoshi Abe I believe you are trying to understand the difference between SOM v/s SOMT.

In a nutshell, SOM is the horizontal baseline product which shares all the capabilities with SOM for Telecom too.

What SOMT adds is a few things such as

• TMF APIs,
• SOMT-TNI integration,
• New capabilities around SOMT driven Network Activation
• Access to Telco SMEs
• Additional Telco specific capabilities on the roadmap

[Joshua Chen FX]

@ShashankInamdar  i was refering to MACD roadmap. in the past, i've asked tom about the below use case and he gave me the following answer. it's not well documented how MACD support different teleco use cases, and what is coming in future release. If it is documented somewhere, then it's very hard to find 😛


My question to tom:

• Context:
• When a customer requests to change the address of the sold product, ABC will submit a customer order to do so. (legacy systems and current process)
• In SN, there is the ‘’change’’ order action type, but I am wondering if this should not go through a case/request instead.

What are your thoughts on the matter? I think the different options will result in the same result, but what should be the proper way to address this type of customer need?

tom's answer:
We just extended omt functionality in v9 (q3’24) to support a change line item where the location reference changes triggering the move use case

[Joshua Chen FX]

@Satoshi Abe 

sorry i read a bit too fast. I had the same questions before and tried to go on servicenowdoc, but the separation is not evident/ the way it's documented in different sections/pages can create confusion..

i left a feedback, and i encourage everyone to do the same 🙂

+ if you have access to PEAK knowldge, they show the product roadmap there, but for the MACD roadmap, i dont recall... i would hit up the product owner on linkedin tom schnarr, he lurks in the forum too 🙂

[Satoshi Abe]

@ShashankInamdar @Joshua Chen FX 

Thank you for your advice!

I am struggling to understand the difference between SOM and SOMT; there are fewer use cases for SOMT compared to SOM's NowLearning and Document, so I hope to see more of them in the future.
In the meantime, the articles written by ShashankInamdar are so comprehensive and helpful.

One confusing point is,  which does SOMT use Product Inventory or Sold Product when doing Commercial MACD?