Using Order Management
Summarize
Summary of Using Order Management
ServiceNow Order Management provides a centralized platform to efficiently create and manage customer and service orders throughout their entire life cycle. It automates and streamlines the complex order process—from initial capture and enrichment to fulfillment and closure—ensuring smooth collaboration across sales, operations, and technical teams. Access to these capabilities is available via the CSM/FSM Configurable Workspace.
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Order Life Cycle Phases
- Creating Orders: Orders are initiated from various sources such as sales quotes, direct input by sales agents, online customer submissions through the Business Portal, or API integrations. This phase captures all essential customer and order details including pricing.
- Enriching Orders: If configured, additional enrichment tasks are created to capture further fulfillment details, minimizing errors early in the process. Note that not all orders require enrichment.
- Approving or Rejecting Orders: Fulfillment managers review orders and pricing details to approve or reject them.
- Order Decomposition: Complex orders are automatically broken down into smaller, actionable service orders or fulfillment tasks configured by the process administrator. This translates customer requests into detailed operational plans.
- Order Orchestration: The system manages fulfillment by automatically creating and assigning tasks to appropriate teams or systems. Integration with Field Service Management enables creation of work orders when applicable.
- Inflight Order Changes: Modifications such as adds, changes, or deletes (MACD) can be made during active order processing before fulfillment is complete.
- Order Fulfillment: Assigned agents complete their tasks while managers monitor progress and handle issues via Jeopardy Management (to anticipate delays) and Fallout Management (to address errors). Once all fulfillment tasks are completed, the order is closed, and records are updated.
Order Monitoring and Exception Handling
- Managing Order Fallouts: The system handles fulfillment failures arising from data errors, connectivity issues, inventory shortages, and other exceptions.
- Monitoring Order Jeopardy: Proactively tracks task progress to predict and alert teams of potential fulfillment delays, helping maintain service commitments.
- Post-Fulfillment Order Changes: After order completion, agents can perform changes such as modify, disconnect, suspend, or resume services.
Customer Benefits
Using ServiceNow Order Management enables customers to automate and coordinate complex order processes, reduce errors through structured enrichment and decomposition, and proactively manage delays or failures. This leads to improved operational efficiency, enhanced customer satisfaction, and transparent tracking of orders from submission to fulfillment and closure.
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