Order Management release notes
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Summary of Order Management release notes
The ServiceNow® Order Management application facilitates capturing, managing, and fulfilling product and service orders from enterprise customers. The Australia release introduces enhancements that improve decision-making, order accuracy, integration capabilities, and task management within the order lifecycle.
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Key Features
- Real-time price and quantity impact visibility: Agents and customers can instantly see the effects of price and quantity changes on orders, enhancing clarity on amounts owed.
- Order approval accuracy improvements: Contract start and end dates, along with terms for recurring and entitlement orders, are validated to ensure proper order processing and contract tracking. Contract dates are prevented on one-time orders.
- Enhanced integration with Strategic Portfolio Management (SPM): Supports managing in-flight orders related to site and maintenance projects with program project and sub-project hierarchy visibility.
- Comprehensive deal entity visibility: Billing, shipping, entitlement, and partner details are accessible on customer orders to provide full deal context.
- Order-level task management: Agents can create, track, and complete tasks at the order header and top order line item levels. Dependent task chains automate sequencing across submission, post-approval, and post-fulfillment stages.
- Delta pricing support: Calculates pricing and quantity changes during MACD (Move, Add, Change, Delete) activities and renewals by deriving deltas from existing products, contracts, or purchases, improving modification accuracy.
- Price and quantity ramps: Displays planned price and quantity changes over time directly on order line items within a single order, enhancing pricing visibility without multiple orders.
- Now Assist integration: Conversational AI assistant helps with order triage and resolution, supporting guided actions such as updating shipping addresses and quantities across order line items.
- Customer entities on Order Capture: Inclusion of Deal Type (Direct or Indirect) and Route to Market on every order ensures correct party assignment and consistent deal structure from quote to order.
Activation information
Order Management must be installed from the ServiceNow Store. Customers can request this application through the store, which also provides cumulative release notes and version history.
Related Applications and Features
- CPQ Configurator: Streamlines configuring and pricing customizable products within Sales Customer Relationship Management transactions.
- Pricing Management: Enables management and optimization of pricing strategies to support accurate and competitive sales opportunities, quotes, and orders.
- Sales Agreement Management: Captures sales agreement scope and conditions from quotes for future transactions over specified periods.
The ServiceNow® Order Management application enables you to capture, manage, and fulfill product and service orders from enterprise customers. Order Management was enhanced and updated in the Australia release.
Order Management highlights for the Australia release
- Enable agents and customers to make faster, more confident decisions on orders by instantly seeing the impact of price and quantity changes, ensuring clarity on what's owed for every update.
- Improve order approval accuracy by validating contract start and end dates and terms for recurring and entitlement orders, while preventing contract dates from being set on one-time orders. This helps orders process correctly the first and contract obligations to be properly tracked.
- Enhance the Order management (OM) integration with Strategic Portfolio Management (SPM) for in-flight orders to support projects for site and maintain program project and sub-project hierarchy.
- Enable visibility into all entities involved in a deal by viewing billing, shipping, entitlement, and partner details on the customer order.
See Order management for more information.
Important:
Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- Delta pricing on orders
- Calculate pricing and quantity changes during MACD activities and renewals by deriving deltas from existing products, contracts, or purchases. This improves accuracy when processing order modifications.
- Defaults contract type and contract line type when empty, based on the order and line actions being performed.
- Adds delta pricing–related header and line fields, along with pricing adjustment rule identifiers and conditions, and supports mapping these fields across order, product instance, and order copy flows.
- Price and quantity ramps on order line items
- View price and quantity ramps directly on order line items to model planned changes over time within a single order, providing visibility into pricing changes without managing multiple orders. For more information, see the Product Catalog Management and Pricing Management release notes
- Manage order updates with Now Assist
- Use a conversational AI assistant to improve order triage and resolution. The assistant understands order context and supports guided actions such as updating shipping addresses and quantities across order line items.
- Customer entities on Order
- Capture Deal Type (Direct or Indirect) and Route to Market on every order to ensure the right parties are assigned, and deal structure is consistent from quote through to order.
Changed in this release
- Managing inflight order for site projects
- Use the OM integration with SPM for in-flight orders to support projects for site and maintain program project and sub-project hierarchy.
Activation information
Install Order Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.