The Order Management data model provides a framework that enables you to capture, manage, orchestrate, and fulfill customer orders and external service orders for products and services.

Order life cycle

In Order Management, a customer order moves through the various stages of an order's life cycle.

Table 1. Order life cycle
StageDescription
Customer order Main order entity that is captured and created for managing the end-to-end life cycle of a customer request for products or services.
Enrichment Additional information that is required for the order decomposition and for the fulfillment process. Attributes and elements can be added to orders that are required for downstream applications, such as billing or activation.
Decomposition Order that is split into multiple suborders for fulfillment.
Orchestration Order fulfillment coordination that uses a fulfillment flow.

Order enrichment and decomposition process

A customer order can have one or more order line items. The enrichment and decomposition process creates the required product, service, and resource order for each order line item, using the specification relationship information in the Product Catalog. The following diagram is an example of how a customer order can be enriched and decomposed.

Figure 1. Order enrichment and decomposition process
Infographic displaying the enrichment and decomposition process of customer order. For the image description, refer to the text that follows.

The fulfillment plan uses decision tables to match the flow for a product order. The assigned flow then triggers the required order fulfillment tasks.

The following diagram shows how the fulfillment process works for a telecommunications product order.
Figure 2. Order fulfillment workflow example
Infographic displaying the customer order review, approval, and decomposition process.