--- sourceDocument: Australia Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/order-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Order Management # Using Order Management {#ariaid-title1} * Release version: Australia * * Updated September 2, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read 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 {#using-order-management__cf-using-parent-workflow} 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, as shown in the following illustration. Figure 1. Creating and managing orders 1. [Creating orders](https://www.servicenow.com/docs/9KFkrbULujGhf3cdw8ERqQ "Create a product or service order for an account or consumer in Order Management.") 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. 2. [Enriching orders](https://www.servicenow.com/docs/Sk7vAkZf4Y03b2lAlEv_TA "Order enrichment is a post-capture stage in the Order Management life cycle that enables fulfillment agents to gather additional information from customers for complex orders before submitting the order for approval.") 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. 3. [Approving or rejecting orders](https://www.servicenow.com/docs/8iKYlMpvcGBaIQGRfi4JVQ "Fulfillment managers bridge the gap between order intake and execution by reviewing the order information and deciding whether an order is ready to proceed or requires further review.") The fulfillment manager reviews the order, order lines, and pricing details and approves or rejects the order. 4. \[System\] [Order decomposition](https://www.servicenow.com/docs/6zzSKrTjLHsQlp8dLoTjlQ "Order decomposition is the process of breaking down an approved customer or service order into a set of smaller, manageable domain orders for fulfillment. This process is driven by definitions in the product catalog to ensure that all necessary components are provisioned correctly. Learn about the decomposition process for customer and service order and their differences.") 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](https://www.servicenow.com/docs/hTsKEaLk4qOfSx7qjOVr6w "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."). 5. \[System\] [Order orchestration](https://www.servicenow.com/docs/oMQtJ7hMGEy5Th58FNf~Pg "Order orchestration begins after a customer or service order is decomposed into smaller, individual product and service orders. The primary goal of order orchestration is to promote accurate, timely, and efficient fulfillment of orders.") 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. 6. [Order fulfillment](https://www.servicenow.com/docs/ZaOFIdMRMq9W8Dx2jIP6Mg "Learn about the order fulfillment process and tools available for monitoring and tracking order tasks so your teams can fulfill orders efficiently, handle exceptions in a timely manner, and drive customer satisfaction.") 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. 7. [Managing order fallouts](https://www.servicenow.com/docs/hQ299FB25DPbA5eXTr5pqA "Order fallout occurs when an order encounters an error in its normal fulfillment flow. Learn how Fallout Management enables you to identify, investigate, and resolve order issues so that orders can be processed to completion.") 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. 8. [Monitoring order jeopardy](https://www.servicenow.com/docs/ytqKpWdSEoH6x84PJp68Sw "Order managers and agents can monitor jeopardy-enabled fulfillment tasks. When a task enters jeopardy, managers can take action to ensure the fulfillment workflow isn’t delayed.") 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. 9. [Managing post-fulfillment order changes](https://www.servicenow.com/docs/CEYkgLOY35kk3y0RBf0ilQ "Efficiently handle a variety of post-fulfillment changes to maintain service quality and operational accuracy after initial order fulfillment. These changes include canceling, suspending, resuming, disconnecting, and modifying orders. Each change type has distinct workflows, dependencies, and impacts on inventory and service states.") Order agents can make the following post-sale changes to the orders after an initial order has been placed and fulfilled: * Change * Disconnect * Suspend * Resume {#using-order-management__ul_c1q_p4v_ygc} {#using-order-management__cf-using-parent-steps-ol} **Related concepts** * [Configuring Order Management](https://www.servicenow.com/docs/V6Ob32wjiBt1xlYB2mvA_w "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 types in Sales Customer Relationship Management](https://www.servicenow.com/docs/rMjwBTicRJHV~7_1ONsdgA "Customer orders and service orders are the two main type of sales orders in ServiceNow Order Management. Learn about their differences and how to select an appropriate order type for your use case.") * [Action types for customer and service orders](https://www.servicenow.com/docs/QemhxpsntaaiEMIZEZjc5w "Learn how you can take various types of actions for your customer orders. Action types include move, add, change, disconnect, suspension, resume, or no-change of services.") * [Order life cycle states](https://www.servicenow.com/docs/v6eXeI4m9H40N_iSVkumjQ "Learn about the order states from initial capture through enrichment, decomposition, fulfillment, and completion.") * [Methods of creating orders in Sales Customer Relationship Management](https://www.servicenow.com/docs/0EigMKRBAodt~tiv39HXEw "Orders can be created by agents, customers, or using APIs in ServiceNow Order Management. Irrespective of where or how you create orders, all orders can be managed, tracked, and fulfilled using Order Management.") * [Reviewing customer or partner accounts](https://www.servicenow.com/docs/r2bGuK3HakVVn8fRTyB3vg "Learn how your order entry and fulfillment agents, managers, and fulfillers can use the 360 View in the Order Management application to get a better perspective about the activity that is associated with a customer's or partner's account.") **Related reference** * [Order Management reference](https://www.servicenow.com/docs/h7bQxNevdWcQNf4RARKA7Q "Reference topics provide additional information about Order Management.")