Lab 1.0 - Basic Catalog and Order Capture Utah

Basic Catalog and Order Capture
Lab 1.0 45 minutes
Table of contents
Lab Objectives............................................................................................................................................ 1
Scenario....................................................................................................................................................... 2
Section 1.0 Create a basic product and service specification............................................................ 2
Section 1.1 Plan the Product–Service Model .......................................................................................... 2
Section 1.2 Define the Product-Service Model ....................................................................................... 3
Section 2.0 Capture an order for the Broadband Offering ................................................................ 23
Section 2.1 Plan the Order ...................................................................................................................... 23
Section 2.2 Capture the Order ............................................................................................................... 23
Section 3.0 View and Fulfill the Order .................................................................................................... 31
Section 3.2 Approve and Complete the Order.................................................................................... 35
Section 3.3 Review Product Inventory for the Order ............................................................................ 41
Section 4.0 Capture Order to change the Speed ............................................................................... 44
Section 4.1 Create the Order to change the speed. .......................................................................... 44
Section 4.2 Approve and Complete the Order.................................................................................... 48
Section 4.3 Review Product Inventory for the Order ............................................................................ 49
Lab Objectives
You will achieve the following objectives:
• Define a simple catalog model
• Capture an order for the product and services for the model
• View the Resulting inventory
• Capture a change order for the previously fulfilled product
• Capture a delete order for the previously fulfilled product
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Lab Dependency: This is a foundational lab for all subsequent lab exercises. Do not
skip.
Scenario
ServiceNow Order Management solution provides an order capture UI to enable order agents to
create customer product and service orders.
In this exercise, you will create a simple product and service specification and capture orders for
new requests for those products to activate and change.
Section 1.0 Create a basic product and service

specification
This section will create simple broadband and internet product/service specification.
Section 1.1 Plan the Product–Service Model

Review the requirements for the product catalog as defined below. This is for Customer Facing
service of the Internet, which can be realized by two different resource-facing services
(technologies) Copper Internet (aka xDSL) or Fiber Internet (aka GPON). The Internet service has
a characteristic of speed which can be 'fast' or 'slow.' The 'fast' speed is realized by fiber internet,
and the 'slow' speed is realized by Copper Internet. We then built the internet service into a
Broadband Product that could include more services. We then create a single product offering
(for simplicity), defining the price and how to sell the product.
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Note: Some steps below can be performed in the CSM/FSM Configurable
Workspace.
Section 1.2 Define the Product-Service Model
1. Log in to the student lab instance.
2. Impersonate Susan Wilson, the Product Catalog Administrator.
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3. Navigate to the CSM/FSM Configurable Workspace.
Note: In the following steps, you will create several Specification Category records
that will be used in the rest of the lab.
4. Navigate to Specifications > Specification Category and select the New button to create a
new record. Enter the following details:
• Name: Internet over Copper
• Model category: Simple Model Category
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5. Select the Save button.
6. Create three additional Specification Category records with the following values:
First Specification Record
• Name: Internet over Fiber
Second Specification Record

• Name: Internet
Third Specification Record

• Name: Broadband
7. Next, navigate to Specifications > Service Specifications and select the New button.
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8. Create the Service Specification Internet over Copper of type Resource Facing with the
following values:
• Name: Internet over Copper
• Display Name: Internet over Copper
• Type: Resource Facing
• Start Date: current date
• Category: Internet over Copper
• Description: Internet service delivered over Copper or DSL
9. Select the Save button
10. Select the Publish button to publish the Service Specification. Click OK to confirm
publication.
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11. Create another Service Specification record type Resource Facing for Internet over Fiber
with the following values.
• Name: Internet over Fiber
• Display Name: Internet over Fiber
• Type: Resource Facing
• Description: Internet service delivered over Fiber
• Category: Internet over Fiber (new Category value created previously)
12. Save and Publish the Service Specification.
13. Create another Service Specification record of Customer Facing for Internet with the
following values.
Note: Do not publish this specification record.

• Name: Internet
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• Display Name: Internet
• Type: Customer Facing
• Category: Internet (Specification Category created previously in this lab)
• Description: Internet service that can be delivered by multiple access technologies
14. Save the Service Specification record, but do not publish.
Note: Do not publish the Service Specification record.
15. Select the New button under the Specification Characteristics Related List on the Internet
Service Specification record.
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16. Add the following Specification Characteristic values to the Internet Service Specification.
• Characteristic: Speed
• Characteristic Option: Fast
• Mandatory: true
Note: Make sure the Mandatory field is set to true
17. Select the Save button to create the new Specification Characteristic record.
18. Add the additional Specification Characteristic values to the Internet Service Specification
• Characteristic Option: Slow
• Mandatory: true
Note: make sure the Mandatory field is set to true
19. Select the Save button to create the new Specification Characteristic record.
The Internet Service Specification should now contain the following two Specification
Characteristic records.
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20. Select the New button from the Specification Relationships tab on the Internet Service
Specification record to create a new relationship record.
21. Create a new Specification Relationship record with the following values.
• Target Type: Service Specification
• Target Specification: Internet over Copper
• Relationship Type: Requires
22. Select the Save button to create the Specification Relationship record.
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23. From the Internet - Requires - Internet over Copper Specification Relationship record, select
the New button on the Decomposition Rules Related List to create a new decomposition
record.
24. Create a Decomposition Rule with the following values.

25. Select the Save button to create a new record.
26. Return to the Internet Source Specification record by clicking on the Details tab.
27. Create another Specification Relationship record by selecting the New button from the
Specification Relationship related list.
28. Enter the following values for the Specification Relationship record and select Save.
• Target Specification: Internet over Fiber
• Relationship Type: Requires
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29. From the Internet - Requires - Internet over Fiber Specification Relationship record, click the
New button on the Decomposition Rules Related List to create a new record.
30. Create a Decomposition Rule with the following values.

31. Select the Save button to create a new Decomposition record.
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32. Return to the Internet Service Specification record by selecting the Details tab.
33. The following Specification Relationship records should be on the Internet Service
Specification record.
34. Select the Publish button to publish the customer-facing Service Specification.
35. Select OK on the Publish Specification overlay to confirm publishing the Internet Service
Specification.
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36. In the Configurable Workspace, navigate to Specifications > Product Specifications. Select
the New button to create a new Product Specification record.
37. Enter the following values for the new Broadband Product Specification record.
• Name: Broadband
• Display Name: Broadband
• Category: Broadband (created previously)
• Description: Broadband Service
38. Save the record.
39. Add the following two Specification Characteristics to the Broadband Product Specification.
Note: Select the New button to add a Specification Characteristic
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• Mandatory: false
• Mandatory: false
40. Select the New button from the Specifications Relationships tab to add a new Specification
Relationship with the following values.
• Target Specification: Internet
• Relationship Type: Realized as
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42. From the Broadband record, select the Attribute Mappings Related List, and select the New
button to create a new record.
43. Create a new Attribute Mapping with the following values.
• Source Characteristic: Speed
• Source Characteristic Option: Fast
• Target Characteristic: Speed
• Target Characteristic Option: Fast
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45. Create a second Attribute Mapping record with the following values.
• Source Characteristic: Speed
• Source Characteristic Option: Slow
• Target Characteristic: Speed
• Target Characteristic Option: Slow
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46. Select the Save button to save the record.
47. Select the Details tab and then select the Publish button to publish the Broadband Product
Specification.
48. In the CSM/FSM Configurable Workspace, navigate to Offerings > Product Offerings.
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49. Select the New button to create a new Product Offering.
50. Enter the following values.
• Name: Broadband Offering
• Display Name: Broadband Offering
• Product Specification: Broadband
• Monthly Recurring Charges: 30.00
• Non Recurring Charges: 50.00
• Description: Generic Broadband Product Offering
• Distribution Channel: Web
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51. Save the record.
52. View the Product Offering Characteristics List on the Broadband Offering Product Offering
record.
53. Select the value in the Customer input required field to update the Customer Input Required
and Mandatory field values to true for both Product Offering Characteristic values. Save
each record.
Note: The Product Offering Characteristics are predefined – rolled up from the
Product Specification record. You usually would restrict characteristics to only those
relevant to your offering.
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Note: You may need to update the Columns list to move the Mandatory field next
to the Customer input required field.
54. Return to the Details tab and select the Publish button to publish the Broadband Offering.
55. Select the OK option to confirm publishing the Product Offering.
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56. You have now completed a Product Offering, Product, and Service Specification.
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Section 2.0 Capture an order for the Broadband Offering
In this section, you will create an order for the broadband offer previously made.
Section 2.1 Plan the Order

As part of Order Capture, ServiceNow OMTMT assumes that the customer, locations, and
contacts have been predefined for the customer. In our example, we will use previously created
data of:
• Customer: Funco Intl
• Address: Dallas Tx
• Contact: Sarah Johnson
Section 2.2 Capture the Order

1. Impersonate Mike Davis, the Order Fulfillment Manager.
2. Navigate to Workspaces >> CSM/FSM Configurable Workspace.
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3. Select the List icon.
4. Navigate to Customer > Accounts.
5. Select account number ACCT0001000 for the Funco Intl account.
Note: You may need to scroll to view the Funco Intl record.
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6. Select the Account Information related list (tab) to view the current orders, inventory, cases,
and install base items for the customer.
Note: It may take up to 5 minutes for all data to load.
7. Select the Create Order button.
8. Highlight Order a new product option and select Create.
9. Select the Contact field and choose the contact, Sarah Johnson.
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Note: The Account field is pre-selected. This is because you started the order
creation flow from the account information.
10. Select Continue.
On the next screen, select locations where products are to be delivered. These are
locations/addresses already associated with the designated account.
11. Select the Locations field and select the Dallas, TX location.
12. Select Add.
Now you will add contact and product offerings to each location.
13. Go to the Select Products section with the Dallas, Tx location selected.
14. Enter the following information for Location Contact:
• First Name: John
• Last Name: Brown
• Email: john.brown@funco.test.net
• Mobile Number: 1234567890
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15. Select the newly created Product Offering Broadband Offering and the Configure Items
button in the Offering field.
16. On the Configure Products page, note that missing info is highlighted on the Order Line Items
records where additional details are required. Select the Characteristics tab to see the
missing characteristic values.
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17. The Speed characteristic needs to be set; hover your mouse to the left of the characteristic
Speed and select the 'i' icon.
18. Select the Fast option for the Speed characteristic and select Update.
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19. Select the Review button to move to the Order Summary page.
20. Select the Submit button to create the order.
21. Note the Order Number value returned to you.
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Section 3.0 View and Fulfill the Order
In this section, you will create an order for the broadband offer previously made.
We are now ready to review the order.
1. Impersonate John Miller, the Order Fulfillment Agent.
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2. Navigate to Workspaces > CSM/FSM Configuration Workspace option in the
header bar.
3. Select the List option.
4. Select Customer >> Accounts and choose the Funco Intl account record
(ACCT001000).
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Note: You may need to scroll to view the Fuco Intl account record.
5. Select the Account Information tab to view customer order records.
6. Scroll to view the Overview > Customer Orders widget. Select the order created
in Section 2, step #21 above.
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7. Select the Order Line Items tab to view the order line details.
8. Select the Order Line number value.
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9. Select the Order Characteristics tab.
Note: The Speed characteristic is set to Fast.
10. Select the Order Line Item Contacts tab.
Note: The contact supplied John Brown, is displayed.
11. The remaining tabs: Order Line Related Items, Product Orders, Order Tasks, and Order
Decomposition, may be populated.
Section 3.2 Approve and Complete the Order

1. Impersonate Mike Davis, the Order Fulfilment Manager.
2. Navigate to the CSM/FSM Configuration Workspace.
3. Select the List option.
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4. Select the Customer Orders > All option to view all customer order records.
5. Choose the order created in Section 2, step #21 above.
6. Select the Approve button to approve the order and trigger order decomposition.
Note: The order moves to a state of Acknowledged and then to a state of In

Progress.
7. Select the Order Line Items tab and then select the order line number.
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8. There is now one Product Order and three Order Task records present.
9. Select the Order Tasks tab.
Note: The tasks tab shows the 'domain orders' for the entities. This order contained
product 'Broadband' – and there is a product order to fulfill it, but there is also a
'service Order' for Internet and a second 'Service Order' for 'Internet over Fiber,'
which was created because of characteristic 'speed' was set to 'fast.' (per our
service specification – we created 'internet over fiber' if the speed was 'fast').
Note: You can use the Order Orchestration tab to view the task records related to
the order.
Note: It is important to close out the Order Task records in the correct order to avoid
Order Fallout. If you are not able to close an Order Task record, check to see if an
Order Fallout exists and close that record before attempting to close the Order Task
record.
Example of an Order Fallout record
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10. Open the Service Order for Internet over Fiber service order record, change the state from
Draft to Closed Complete, and select the Save button. You may also select the Close button
to close out the task record.
11. Open the Service Order for Internet service order, change the state from Draft to Closed
Complete, and select the Save button.
Note: You may need to select the order line number tab to view the service order
record.
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12. Open the Product Order for Broadband product order, change the state from Draft to Closed
Complete, and select the Save button.
Note: You may need to select the order line number tab to view the product order
record.
13. Return to the Order Tasks tab and observe that all tasks are in a state of Closed Complete.
Note: You may need to refresh the list to see the state change.
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14. Return to the Order Line details tab (select refresh - ), and all tasks and domain orders are
complete; the order line state is set to Completed.
15. Return to the Order Details tab and see that since all line items are complete, the order is,
and the order state is set to Completed.
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Section 3.3 Review Product Inventory for the Order
We now want to see the product inventory created for this customer order.
1. Navigate to the Order Detail View and select the Order Line Items tab.
2. Select the Order Line record.
3. Select the Product Orders tab and select the Product Order for Broadband record.
4. Select the Product Inventory record and open the reference field using the reference icon.
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5. The product Inventory record for Broadband PI000#### was assigned automatically. Select
the Child Product Inventory tab to see the record for Internet PI000####, and upon selecting
Internet record, the record for Internet over Fiber is visible.
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Section 4.0 Capture Order to change the Speed
This section will capture an order for the previously created broadband offering.
Section 4.1 Create the Order to change the speed.

1. In the CSM/FSM Configurable Workspace, navigate to the Funco Intl account
record and select the Create Order button.
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2. Select the Change a Product option and select the Create button.
3. Select Sarah Johnson for the Contact field and press the Continue button.
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4. Press the Select button and then select the Configure button to update the Broadband
product.
Note: you may need to filter the list of product orders if multiple orders are
displayed.
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5. Select the Characteristics tab.
6. Open the Speed characteristic record by using the reference icon to the left.
7. Update the characteristic value from Fast to Slow and select the Update button.
8. Select the Review Button.
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9. Select the Submit button to complete the order.
Section 4.2 Approve and Complete the Order

1. Approve and complete the order as described in Section 3.2.
Note: when completing the Order Task records, you may experience an Order
Fallout. You can find Order Fallout records attached to the Order record. You must
close and complete these Order Fallouts before completing the order.
To complete the Fallout tasks, you must impersonate user Emma Desart, Fallout Manager.
The Fallout can occur if the order tasks need to be closed correctly.
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Section 4.3 Review Product Inventory for the Order
1. Review Product Inventory as described in Section 3.3.
Congratulations! You have completed this lab.
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Lab 1.0 - Basic Catalog and Order Capture Utah

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Basic Catalog and Order Capture

Lab 1.0 45 minutes

Section 1.0 Create a basic product and service

Section 1.1 Plan the Product–Service Model

Section 1.2 Define the Product-Service Model

1. Log in to the student lab instance.

2. Impersonate Susan Wilson, the Product Catalog Administrator.

• Name: Internet over Copper

• Model category: Simple Model Category

Second Specification Record

Third Specification Record

9. Select the Save button

12. Save and Publish the Service Specification.

Note: Do not publish this specification record.

14. Save the Service Specification record, but do not publish.

Note: Do not publish the Service Specification record.

Note: Make sure the Mandatory field is set to true

Note: make sure the Mandatory field is set to true

24. Create a Decomposition Rule with the following values.

25. Select the Save button to create a new record.

30. Create a Decomposition Rule with the following values.

31. Select the Save button to create a new Decomposition record.

• Display Name: Broadband

• Category: Broadband (created previously)

• Start Date: current date

• Description: Broadband Service

38. Save the record.

Note: Select the New button to add a Specification Characteristic

• Characteristic Option: Fast

• Characteristic Option: Slow

• Target Type: Service Specification

• Target Specification: Internet

• Relationship Type: Realized as

43. Create a new Attribute Mapping with the following values.

• Source Characteristic: Speed

• Source Characteristic Option: Fast

• Target Specification: Internet

• Target Characteristic: Speed

• Target Characteristic Option: Fast

• Source Characteristic: Speed

• Source Characteristic Option: Slow

• Target Specification: Internet

• Target Characteristic: Speed

• Target Characteristic Option: Slow

50. Enter the following values.

• Name: Broadband Offering

• Display Name: Broadband Offering

• Product Specification: Broadband

• Monthly Recurring Charges: 30.00

• Non Recurring Charges: 50.00

• Description: Generic Broadband Product Offering

• Distribution Channel: Web

• Start Date: current date

55. Select the OK option to confirm publishing the Product Offering.

Section 2.1 Plan the Order

• Customer: Funco Intl

• Contact: Sarah Johnson

Section 2.2 Capture the Order

2. Navigate to Workspaces >> CSM/FSM Configurable Workspace.

4. Navigate to Customer > Accounts.

5. Select account number ACCT0001000 for the Funco Intl account.

Note: It may take up to 5 minutes for all data to load.

7. Select the Create Order button.

8. Highlight Order a new product option and select Create.