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15.3.0
Zurich, Yokohama, Xanadu, Washington DC
Order Management is a dynamic catalog-based system that captures, enhances, and oversees the complete lifecycle of product and service orders. It efficiently handles order orchestration, data enrichment, and decomposition to ensure accurate and timely fulfillment.
- Define products, underlying services, and the relationships between them.
- Create offerings for these products and services and market them to customers.
- Capture and enrich new orders received through channels which include eBonding (pre-San Diego), Service Bridge (post-San Diego), and the Product Order Open API.
- Decompose orders into the appropriate product, service, and resource orders and order tasks required to fulfill those orders.
- Manage and orchestrate service orders received from external customer order management systems.
- Manage and dynamically compensate for changes received when a customer or service order is in flight.
- Identify order fallout and automatically route fallout tasks to the appropriate team to investigate and diagnose.
- Define catalog rules that dictate how order characteristics are propagated and transformed during order fulfillment.
- Seeded with demo data to demonstrate order intake and fulfillment for enterprise mobility products.
- New:
- Enables order agents to quickly view, add, and edit manual price adjustments for order line items directly from the list view, making it easier to view both automatic and manual adjustments from the list view.
- Support to create price and quantity ramps for product offerings in orders to define incremental price and quantity changes over time. Product offerings eligible for ramps have the Ramps enabled option and Recurring price method selected.
- Summarization for Order Management: Summarizes complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make next steps easier and improving productivity.
Requires the following applications:
- Product Catalog Advanced
- Product Inventory Advanced
- Telecommunications, Media and Technology Core
- Compatibility Management
- Configurable Workspace for Order Management
- Customer Service Install Base
- Customer Service Case Action Status
- Data model for Order Management
- CMDB CI Class Models
- Fallout management
- Attribute propagation