Are you ready for Customer Order Management transformation?

ServiceNow Order Management boasts a versatile product data model that can accommodate complex customer orders. Yet, the question remains: how do you ensure you're prepared to leverage its capabilities effectively?

· Strategic Implementation: Deploying Order Management is not a simple "lift and shift" operation. It requires a strategic implementation in accordance with ServiceNow's best practices. Alignment with your product teams is crucial. OCM is the catalyst for harmonizing everyone with the new transformative changes.

· Phased Adoption: Embracing a phased approach is advisable. A large-scale, simultaneous release poses considerable risks and places significant stress on your employees. A phased introduction allows individuals to acclimate to these new changes gradually, ensuring that the transformation genuinely enhances the user experience. OCM also plays a pivotal role in this context.

· Standardized Data Models: Order Management relies on TM Forum-based data models. If all systems integrated with ServiceNow Order Management adhere to this common data model, it facilitates the full automation at the core of order management. You can establish a translator system to convert your data into a TMF-compliant model, if your systems don’t use TMF.

· Product Selection: Begin with 1-3 products initially. Opt for those that are of simple to moderate complexity yet offer high value. This approach lays a solid foundation from which you can rapidly expand.

· Integration with Downstream Systems: Ensure the inclusion of south-bound integrations. These integrations are vital for end-to-end automation, empowering your fulfillment teams to operate seamlessly within the sing system (ServiceNow). In my experience, I have seen min 2 to 6 system integration to fulfill an order.

· Multi-System Process Flows: Define high-level, cross-system process flows before commencing your ServiceNow implementation. These flows provide a comprehensive understanding crucial for effective order fulfillment.

· Governance: Establish governance protocols to maintain consistency across various product implementations and reduce technical debt. Given that transformational programs often extend from 6 months to 2 years, governance is essential for sustaining alignment and best practices throughout the journey.