Using Order Management
Summarize
Summary of Using Order Management
ServiceNow Order Management offers a centralized platform to create and manage customer and service orders throughout their entire life cycle. It automates the complex process from order capture and enrichment through fulfillment and closure, enabling seamless coordination among sales, operations, and technical teams. Access to Order Management is available via the CSM/FSM Configurable Workspace for efficient order capture and management.
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Order Life Cycle Process
- Creating Orders: Orders originate from various channels such as sales quotes, direct sales agent entry, online customer portals, or API integrations. This initial phase captures all customer-facing details including order specifics, pricing, and customer information.
- Enriching Orders: When configured, enrichment tasks gather additional fulfillment details to prevent errors downstream. Not all orders require this step.
- Approving or Rejecting Orders: Fulfillment managers review order lines and pricing before approval or rejection.
- Order Decomposition: High-level orders are automatically broken down into detailed, actionable service orders or tasks based on business configurations. This is essential for complex product or service bundles to translate customer requests into operational plans.
- Order Orchestration: The system automatically creates and assigns fulfillment tasks to appropriate teams and tracks progress. Integration with Field Service Management generates work orders as needed.
- Inflight Order Changes: Allows modifications (Modify, Adds, Changes, Deletes - MACD) to orders during active processing but before final fulfillment.
- Order Fulfillment: Assigned agents complete fulfillment tasks, while managers monitor progress and use Jeopardy Management and Fallout Management features to handle delays and errors. Upon completion, the order status updates to closed and sold product records are created.
Managing Exceptions and Monitoring
- Order Fallouts: Handles failures during fulfillment due to errors such as incorrect data, connectivity issues, or inventory shortages.
- Order Jeopardy Monitoring: Proactively tracks task progression to predict and alert teams about potential delays, ensuring fulfillment plans meet committed timelines.
- Post-Fulfillment Changes: After order completion, agents can make changes including disconnecting, suspending, resuming, or other modifications to the order.
Practical Benefits for ServiceNow Customers
This structured and automated approach enables ServiceNow customers to efficiently manage complex orders, reduce errors, improve coordination between teams, and maintain high service delivery standards. Customers can expect streamlined order processing from submission to closure, proactive management of fulfillment risks, and flexible order adjustments throughout the life cycle.
ServiceNow Order Management provides a centralized platform to create and manage customer and service orders throughout their entire life cycle. It automates the complex process from order capture and enrichment through to fulfillment and closure, promoting seamless coordination between sales, operations, and technical teams.
Overview of the order life cycle
Access the Order Management capabilities from the CSM/FSM Configurable Workspace to capture and manage orders. A typical order life cycle is a structured, multiphase process that guides a customer's request from initial submission to final delivery and fulfillment.
- Creating orders
The order life cycle begins when a customer's request is submitted. This could be from a salesperson creating a quote that's then converted to an order, a sales agent directly capturing an order through the workspace, a customer placing an order online through the Business Portal, or an order being created via an API from another system. This phase focuses on getting all the customer-facing details, including what was ordered, pricing, and customer information, into the system.
- Enriching orders
If order enrichment subflow is configured for a product offering, then order enrichment tasks are created. The fulfillment agent captures additional details required to fulfill the order. This phase prevents errors from propagating further into the process. Not all orders need enrichment.
- Approving or rejecting orders
The fulfillment manager reviews the order, order lines, and pricing details and approves or rejects the order.
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[System] Order decomposition
This is a critical step for businesses selling complex products or services. The single, high-level order is automatically broken down into smaller, actionable service orders or fulfillment tasks based on how the process admin has configured order decomposition. For example, a customer's order for a telecom bundle would be decomposed into separate tasks for IT provisioning, a field technician, and the billing department. This process translates the customer's request into a detailed operational plan.
View product, service, or resource orders for tracking the fulfillment process, verifying that all required tasks and suborders are created correctly, and confirming that the order progresses through its life cycle as expected. For more information, see View domain orders.
- [System] Order orchestration
The system orchestrates the fulfillment of each individual product, service, and resource orders. Tasks are automatically created and assigned to the correct teams and systems, and the application tracks their progress.
Work orders are created if you have an integration with Field Service Management.
- (Optional) Inflight order changes
Inflight order changes come into the picture after an order has been submitted and is actively being processed, but before it has been completely fulfilled and closed. These changes are a form of MACD orders (Modify, Adds, Changes, and Deletes) that occur during the fulfillment life cycle.
- Order fulfillment
Fulfillment agents complete order tasks assigned to them. Fulfillment managers monitor the fulfillment process and manage issues using features such as Jeopardy Management to alert teams about potential delays and Fallout Management to handle errors.
As each fulfillment task is completed, the service or product is activated or delivered to the customer. This can involve anything from a physical delivery to the electronic provisioning of a digital service. Once all products and services are activated and delivered, the order is officially closed. The system updates the order status to reflect completion and updates creates sold product records.
- Managing order fallouts
Manage failures that may take place during order fulfillment due to errors and exceptions. These exceptions include incorrect data, connectivity problems, inadequate inventory supply, or other unforeseen issues.
- Monitoring order jeopardy
Proactively monitor and mitigate order delivery delays, dynamically track task progression to predict potential order fulfillment delays, and alert service delivery teams when fulfillment plans exceed or are expected to exceed committed completion times by monitoring the jeopardy status.
- Managing post-fulfillment order changesOrder agents can make the following post-sale changes to the orders after an initial order has been placed and fulfilled:
- Change
- Disconnect
- Suspend
- Resume