--- sourceDocument: Brazil Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/order-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Service qualification requests # Service qualification requests {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Service qualification requests ServiceNow's Technical Service Qualification API enables you to verify the feasibility and availability of a service before submitting an order for fulfillment in the Order Management application. Incorporating these pre-order feasibility checks helps prevent order delays, cancellations, and fallouts by ensuring service availability upfront. Show full answer Show less For example, a communication service provider can check if broadband service is deliverable at a specific address. This request is sent to external inventory systems, which evaluate capacity and resources and then respond to ServiceNow. If the initial qualification fails, alternate proposals can be provided to meet customer needs. ## Key features * Confirm service availability prior to order placement to meet customer expectations. * Send and process technical service qualification requests and responses via APIs, integrating with external inventory systems. * Adhere to TMF 645 Open API standards for interoperability. * Support decomposition of parent services into underlying child services per product catalog for comprehensive qualification. * Handle qualification requests for new services, existing service locations, and service upgrades or downgrades. * Automatically create and manage order line items and resource-facing domain orders (RFS) based on service specifications. * Provide alternate service proposals if qualification criteria are not met. ## How it works The qualification process starts when customer orders with fulfillment type "Qualify" are captured via the Technical Service Qualification Open API, which implements TMF645 standards. The Order Management system receives qualification requests for one or more service specifications and location-based checks. Order line items are generated automatically and decomposed into resource-facing orders. ServiceNow coordinates with external inventory systems to validate feasibility, then updates the customer order with results. Order fulfillment managers can review and approve qualification requests before proceeding with fulfillment, ensuring orders are only placed when services are confirmed available. ## Practical benefits for ServiceNow customers * Reduce order fulfillment delays and cancellations by verifying service feasibility early. * Improve customer satisfaction by confirming service availability before order submission. * Enable seamless integration with external inventory and fulfillment systems through TMF-aligned APIs. * Streamline qualification of complex services by decomposing service requests into underlying components. * Support flexible service changes, including upgrades and downgrades, with qualification checks. * Offer alternate service options proactively when initial requests cannot be fulfilled. 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 {#order-mgt-tsq-about__section_xqb_r42_zgc} 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. {#order-mgt-tsq-about__ul_qnr_td2_zgc} ## Use cases {#order-mgt-tsq-about__section_xgg_zd2_zgc} 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. {#order-mgt-tsq-about__ul_akn_m22_zgc} ## Qualification process {#order-mgt-tsq-about__section_ann_2f2_zgc} 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](https://www.servicenow.com/docs/access?context=api-reference&version=brazil&pubname=brazil-api-reference&ft:locale=en-US). 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-mgt-tsq-about__ul_uf5_53x_zvb}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. {#order-mgt-tsq-about__ol_tl3_nf2_zgc} * **[Review and approve service qualification requests](https://www.servicenow.com/docs/PY_E6BIalI6H1TBsuWfSWg)** Review and approve customer orders captured through the Technical Service Qualification API. * **[Process Qualification Request subflow](https://www.servicenow.com/docs/cT4OVMoQHYI7NEHddXYapA)** The Process Qualification Request subflow generates a qualification request based on the customer order, sends the request to the third party inventory system, and executes the integration request. * **[Edit the Order Qualification Request](https://www.servicenow.com/docs/9_IL~rGvngAc~dSvjAwEZQ)** Use the Order Qualification Request integration request type in the Order Management for Telecommunications application to process the customer order qualification requests and retrieve the results from the external inventory systems. * **[Alternate proposal for service orders](https://www.servicenow.com/docs/rPAp3EpysKumnM~ChOWrEQ)** Learn how you can provide alternate proposals if a service qualification isn't met. **Related concepts** * [Configuring Order Management](https://www.servicenow.com/docs/plvzJpZ6DQe34i32M_1_mQ "Learn how to configure the features and components that you need for customer and service order processing, depending on whether you are a provider or an enterprise customer.") * [Order management](https://www.servicenow.com/docs/syJuj4_5c95HS9h75RAYnQ "The Order Management application streamlines the order life cycle from capture to fulfillment. It automates decomposition, enrichment, and orchestration workflows, empowering users to accelerate delivery, reduce fallouts, and manage complex orders efficiently through a unified workspace and customer portal.")