New in the Quebec Release - Streamlining Order Management

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Streamlining Order Management 

Telecom providers are making significant investments in new network technologies like 5G and SDN. These investments will power new services and partner ecosystems, but at the same time they must co-exist with legacy networks. To monetize the new network capabilities while also maintaining and growing profitability, telecom companies need to effectively manage orders across their hybrid network while reducing operational costs and improving productivity.  

Whether B2C or B2B, telecommunications service providers cannot generate revenue until orders are fulfilled, services are activated, and billing kicks off. To speed time to revenue, service providers need to: 

• Easily create product and service offerings in a catalog 
• Enable customers to order from the catalog via digital and assisted channels 

• Capture orders accurately to ensure serviceability, eligibility and compatibility 
• Analyze orders to understand components and tasks required to fulfill the order, and then orchestrate these elements to ensure successful and efficient order fulfillment, including coordination with third-party suppliers 
• Provide visibility to the status of the order  
• Initiate billing and update the installed base to improve service assurance and provide proactive customer care  

Today’s telecommunications order management processes can be complex, with multiple, often siloed, dimensions: multiple catalogs, networks, fulfillment systems, inventory systems, lines of products, and channels, along with the associated engineering, technician and care teams. Each of these components operate in silos, often with manual processes, leading to delays in bringing product to market, inaccurate order capture, and lack of visibility into order status. The result can be order delays and fallout. The only way to keep up is to transform order management to a streamlined, automated workflow that accelerates order to cash.  

Order Management for Telecommunications 

With Quebec release, we are launching Order Management for Telecommunications. With this product, ServiceNow provides order management with customer service and network assurance on a single platform. The result? A more streamlined and centralized order management process with automated service assurance that can accelerate time to revenue for the service providers. 

Service providers can capture simple and composite product orders. Pre-defined workflows leverage the product catalog for orders. With Order Management for Telecommunications, service providers can better ensure facilitate accurate and concise orders from capture to provisioning to support, leading to much lower order fallout rates and reducing costly re-work. 

  

Deliver workflows that leverage the product catalog for order fulfillment and support​​

Product Catalog Management Core. Product catalogs help determine the types of products a service provider can sell, to whom they can sell, and under what terms. It also allows providers to quickly define new products or adjust existing ones and respond to new offerings from competitors. Without a product catalog, there is operational chaos. 

Product catalog management core is an integrated, well-defined product catalog on the Now pPlatform®. With it, providers can define and bring new products to market quickly, cut costs and reduce order fallout. 

 

Composite view of product, service, and resource ​elements that are backed by a data model that is TM Forum compliant​

Multi-site Ordering. Order Management for Telecommunications supports multi-site ordering. This allows sites or locations to be identified during order capture and associated to the products and services in the order. Pre-defined workflows will kick in to support order orchestration and decomposition processes based on location. 

Without this capability, it can be a manual and error-prone task to fulfill an order that requires delivery of different products, services, and quantities to multiple customer sites. For example, a customer may have an order that requires 10 routers, but those routers need to be allocated in varying quantities across multiple locations. 

Multi-site ordering will help solve this challenge.  It manages order fulfillment based on the site selected and captures location-specific inventory details to enable service assurance and monitoring. 

 

Provide an enriched data model to support site-based ordering​ ​

Change Orders. With this feature, service providers can better manage change requests to a customer’s existing product or service order. Pre-defined workflows will be triggered to support the change orders. 

Telecom services and plans change quickly, and customers are constantly updating their services. Service providers need to be able to quickly update the customers services, ensuring that only the new or updated services are changed. Managing change orders can be complex, leading to slower processing times for customer orders, which can delay time to revenue. 

With Telecommunications Order Management support for change orders, service providers can more efficiently process change orders. A request for change will only contain the element of a customer’s order that has been modified. Once the change order is fulfilled, the install base is updated for ongoing service assurance.  

TM Forum Open APIs for Product Ordering. Telecommunications Product Ordering API – TMF622 is a REST-based API that enables standardized bi-directional integrations between external product ordering systems and ServiceNow. The new API supports the retrieval of order status, order lists, and order details from external systems. This enables rapid, repeatable and flexible integration with telecom service providers and their vendors.  Using open APIs, service providers can easily create, build, and manage complex, innovative services. 

The result: seamless connectivity between ServiceNow and the external systems. 

In addition to the new Order Management for Telecommunications product, we have updated the CMDB core data model.

Core Data Model. The core data model of CMDB now supports additional CI classes:  Edge, Port Controller, and Circuit resources. These CI classes support modeling of a telecom network topology.  

This eliminates the need for customers to create custom CI classes for these cases.  By providing pre-defined objects and attributes relevant to each of these classes, this functionality is delivered out-of-box, allowing faster time to value for service providers and partners. In addition, they now have a standardized configuration across ecosystems. 

Telecommunications Network Performance Management

With the Quebec launch, we are extending our Telecommunications Network Performance Management product to support TM Forum Open APIs.

TM Forum Open APIs for Alarm Management. Support for Telecommunications Alarm Management Open API – TMF642 enables standardized bi-directional integrations between network monitoring tools and ServiceNow. The new API supports the ability to create, clear, and update alarms which is further processed by our event processing engine to create related alerts and incidents. 

Support for a standardized REST-based API enables rapid, repeatable, and flexible integration with telecom service providers and their vendors. Using Open APIs, service providers can easily create, build and manage complex, innovative services. 

Learn more 

Tune into the Quebec launch broadcast on March 18 to learn more about these features and enable your organizations!   

You can read more about these new capabilities in the product documentation. To find out more about the Telecommunications Service Management and Telecommunications Network Performance Management please reach out to your ServiceNow Account Executive 

Welcome to Quebec!

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Join us for the The Now Platform Quebec event.

Register below to attend the Now Platform® Quebec release broadcast and hear about more capabilities to deliver cross-enterprise digital workflows that connect people, functions, and systems to accelerate innovation, increase agility and enhance productivity

Your event time will be automatically set based the country selected during registration.

AMS/EMEA: March 18 at 8 am PT/11 am ET/3 pm GMT
APJ: March 23 at 2 pm AEDT/12 pm JST KST

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