SOM Implementation Guide
Complete Sales & Order Management implementation guide based ServiceNow best practices implementation methodology. Covers lead-to-cash processes, product catalog, and order orchestration.
Project Implementation Plan
Download the complete 18-week SOM implementation plan with detailed tasks, durations, owners, and deliverables for project management.
Project Overview
The downloaded plan includes: Initiate, Planning, Solution Development, Solution Validation, User Acceptance Testing, User Training, Deliver, and Close phases.
What is ServiceNow Sales & Order Management (SOM)?
ServiceNow Sales & Order Management (SOM) is a comprehensive lead-to-cash solution that streamlines the entire customer lifecycle from initial lead capture through order fulfillment and customer expansion. It provides a unified platform for managing complex sales processes, product catalogs, pricing strategies, and order orchestration across multiple channels.
Complete Lead-to-Cash Process Flow
Lead
- • Lead Management
- • Campaigns and Segmentation
Opportunity
- • Opportunity Management
- • Needs analysis
Quote
- • Offer Configurator
- • Pricing Management
- • Quote Management
Order
- • Quote to order workflows
- • Sales order capture
Fulfill
- • Order fulfillment
- • FSM integration
- • SPM integration
Renew/Expand
- • Customer lifecycle workflows (MACD)
- • Commercial changes
Product Catalog
Foundational element supporting Lead, Opportunity, Quote, and Order stages with comprehensive product specifications, pricing rules, and configuration options.
Omni-channel Service/Support with Customer Service Management
Continuous customer support and service management across all stages of the customer lifecycle, providing seamless experience from initial contact through ongoing relationship management.
Revenue Growth
Streamlined lead-to-cash processes accelerate sales cycles and improve conversion rates, driving significant revenue growth.
Process Efficiency
Automated workflows and intelligent orchestration reduce manual effort and eliminate process bottlenecks across the entire customer journey.
Customer Experience
Unified platform provides consistent, personalized experiences across all touchpoints, enhancing customer satisfaction and loyalty.
ServiceNow Order Management Solution Architecture
Equipped to meet various business architecture needs with comprehensive integration capabilities
ServiceNow Sales and Order Management Technical Architecture
Key Technical Features:
- • Staggered Order Decomposition
- • Inflight Change Management
- • Order Enrichment Flows
- • Horizontal Product Relationships
- • 5G Network Slicing Support
Advanced Capabilities:
- • TM Forum-based Data Model
- • Product Quantity Support
- • External Inventory ID Management
- • Suspend/Resume Operations
- • Jeopardy Risk Assessment
Complete Ordering Journey
Discover/Define
- Build CFS/Product specs to increase business value
- Publish product catalog to comm catalog
- Build offerings, bundles, discounts
- Define Product Catalog
- Define customer, location, contacts
Sales & Quote
- Manage quotation and contract
- Quality/Preliminary design
- Convert quote to order
- Submit order
- Validate order
Order Processing
- Decompose order to base components
- Design services
- Fulfill/Activate/Test services
- Coordinate Inventories, BSS/OSS components
Service Assurance
- Trigger service assurance
- Monitor service performance
- Manage service lifecycle
Order Management Key Artifacts
Customer Layer
Service Layer
Technical Layer
Network Orchestration
Consumer Support Entity Relationships
Entity relationship model for consumer support scenarios
SOM Core Modules
Comprehensive coverage of all SOM modules with detailed configuration guidance and best practices for each component.
Lead Management
Capture, qualify, and nurture leads through the sales pipeline
Key Features:
- Lead capture from multiple channels
- Automated lead scoring and qualification
- Lead assignment and routing rules
- Lead nurturing campaigns
- Integration with marketing automation
Configuration Areas:
- Lead table and form configuration
- Lead scoring criteria setup
- Assignment rules and routing logic
- Lead source tracking
- Campaign integration setup
Opportunity Management
Manage sales opportunities and track deal progression
Key Features:
- Opportunity lifecycle management
- Sales stage progression tracking
- Revenue forecasting and reporting
- Deal collaboration and team selling
- Integration with CRM systems
Configuration Areas:
- Opportunity table and workflow setup
- Sales stage configuration
- Forecasting rules and calculations
- Collaboration features setup
- CRM integration configuration
Quote Management
Create, manage, and track sales quotes and proposals
Key Features:
- Dynamic quote generation
- Product configuration and bundling
- Pricing calculations and discounts
- Quote approval workflows
- Quote-to-order conversion
Configuration Areas:
- Quote table and form setup
- Product configuration rules
- Pricing engine integration
- Approval workflow configuration
- Quote template management
Order Management
Process and fulfill customer orders with orchestration
Key Features:
- Order capture and validation
- Order decomposition and orchestration
- Inventory management integration
- Order status tracking and notifications
- Change order management
Configuration Areas:
- Order table and workflow setup
- Decomposition logic configuration
- Orchestration workflow design
- Status management and notifications
- Change order procedures
Product Catalog Management
Manage product offerings and specifications
Key Features:
- Product specification management
- Service specification configuration
- Resource specification setup
- Product relationships and dependencies
- Catalog versioning and lifecycle
Configuration Areas:
- Product specification tables
- Service and resource specifications
- Product relationship rules
- Catalog publishing workflows
- Version control and lifecycle management
Pricing Management
Configure and manage pricing strategies and rules
Key Features:
- Dynamic pricing calculations
- Discount and promotion management
- Contract-based pricing
- Volume-based pricing tiers
- Price list management
Configuration Areas:
- Pricing engine setup
- Discount rule configuration
- Contract pricing setup
- Volume pricing tiers
- Price list management
Phase-Based Workshop Agenda
Workshop agenda covering planning, design, validation, and training phases. Configuration & Development phase (Week 6-12) focuses on system implementation without workshops.
Discovery & Planning Workshop
Process Design Workshop
Testing & Validation Workshop
Deployment & Training Workshop
Implementation Best Practices
Proven best practices gathered from successful SOM implementations across various industries and organization sizes.
Process Design
- Design lead-to-cash processes end-to-end
- Implement automated lead scoring and routing
- Create clear order fulfillment workflows
- Establish pricing approval hierarchies
- Define product catalog governance
Configuration
- Start with standard SOM functionality
- Configure comprehensive product specifications
- Implement robust pricing rules
- Set up automated order orchestration
- Create detailed audit trails
Data Management
- Maintain clean product catalog data
- Implement data validation rules
- Set up regular data quality checks
- Create data migration scripts
- Establish data governance policies
Integration
- Integrate with CRM systems early
- Connect with inventory management
- Link to financial systems
- Integrate with customer portals
- Set up real-time data synchronization