Service qualification requests

  • Release version: Australia
  • Updated October 15, 2025
  • 3 minutes to read
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    Summary of Service qualification requests

    The Technical Service Qualification API enables ServiceNow customers to evaluate service requests for feasibility and availability before submitting orders for fulfillment in the Order Management application. This pre-order feasibility check helps avoid delays, cancellations, and order fallouts, making the order fulfillment process more efficient and aligned with customer expectations.

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    For example, a communication service provider can verify if a broadband service can be delivered to a specific address by sending a qualification request that is then checked against external inventory systems for capacity and resource availability. The response can confirm availability or provide alternate proposals if the service is not feasible.

    Key features

    • Confirms service availability before order placement to meet customer expectations.
    • Supports sending and processing technical service qualification requests and responses via APIs.
    • Coordinates with external inventory systems using TMF 645 Open API standards for interoperability.
    • Decomposes parent service qualification requests into underlying services as per product catalog definitions to ensure comprehensive feasibility checks.
    • Allows qualification of new services, services at existing inventory locations, and service upgrades or downgrades.
    • Automatically creates order line items and resource-facing domain orders based on service specifications and catalog definitions.
    • Enables review and approval of service qualification requests within ServiceNow before proceeding with order fulfillment.
    • Supports handling alternate proposals when initial service qualification fails.

    Practical application for ServiceNow customers

    Customers can use the Technical Service Qualification API to submit service qualification requests from external systems into ServiceNow Order Management, ensuring feasibility before committing to service delivery. The qualification requests are processed by decomposing complex services into components and coordinating with external inventory systems for validation.

    Order Management automatically updates customer orders with qualification results, enabling order fulfillment managers to confirm service availability and avoid unnecessary delays. The process supports a variety of scenarios including new service requests, location-based qualifications, and upgrades or downgrades to existing services.

    The qualification process is aligned with TM Forum standards, facilitating interoperability with third-party systems and ensuring consistent, reliable service qualification workflows.

    Use the Technical Service Qualification API to evaluate a service request for feasibility and availability before you submit an order for fulfillment in the Order Management application.

    Service qualification request overview

    If orders are submitted without feasibility checks, the order fulfillment process may be delayed and lead to cancellations and order fallouts. When you make feasibility checks a part of the pre-ordering process, the order fulfillment process is more efficient, and unnecessary delays can be avoided.

    Let's understand this with an example. A communication service provider wants a broadband service at 3000 Main Street, Santa Clara, CA. As a part of the service delivery process, the service provider determines the technical feasibility of whether a given service can be delivered to their customers. This request then goes to the external inventory systems, which would do a further feasibility check based on the capacity, resources, and other parameters and send a response back to the order management system. The response regarding the qualified response can vary, or if the qualification isn't met, alternate proposals could be provided.

    The key capabilities of the Technical Service Qualification process are as follows:
    • Confirm service availability before placing an order and meet customer expectation.
    • Confirm service availability by sending technical service qualification requests.
    • Process and coordinate technical service requests and responses with external inventory systems via APIs.
    • Aligned with the Service Qualification Management TMF 645 Open API.

    Use cases

    The Technical Service Qualification process enables the service order managers to perform the following activities:
    • Support the creation of technical service qualification request via open TMF APIs so that they can enable external systems to submit qualification request to ServiceNow system for qualification process.
    • Decompose service qualification request in to underlying services as per the product catalog definition so that they can perform qualification for all underlying services to qualify the parent service.
    • Trigger service qualification requests for both parent and child services to external systems in TFM-aligned standard so that they can support interoperability with external systems to get the feasibility studies performed for service qualification request.

    Qualification process

    Customer orders that have the fulfillment type as Qualify are captured from third-party customer order management systems through the Technical Service Qualification Open API. You can use this API, which is a ServiceNow implementation of the TMF645 API, to request the qualification of services for:
    • One or more service specifications with characteristics.

      For example, you can make a qualification request to check if Voice over IP (VoIP) and Access Service with a download speed of 1 GBPS could be delivered at a specified address.

    • Service specifications that use location information of an existing inventory.

      For example, you can make a qualification request to check if VoIP and 4000 TV services can be delivered at the same location of an existing and active Access Service.

    • Upgrading or downgrading an existing service.

      For example, you can make a qualification request to check if the download speed can be upgraded to 500 Mbps for an existing Access Service.

    Order fulfillment managers can review customer orders that are captured through this API and confirm the availability of services before submitting requests for delivery. The requests are then sent to the external inventory system for approval and the customer order is updated with the result.
    1. A qualification requester system sends a qualification request for a customer facing service (CFS) into the ServiceNow Order Management system using the TM Forum Open API for Service Qualification (TMF645).

      An order is created in Order Management with order type as service and fulfillment type as Qualify.

      Order line items are automatically created based on the service specification relationship.

    2. The system decomposes the order line items into resource facing domain orders (RFS) based on catalog definition.
    3. The Order Management system coordinates and processes the technical service qualification request and returns the response to the external inventory system.