Order Creation and Orchestration

Lab 5.0 60 minutes

Table of contents
Lab objectives ............................................................................................................................................ 1
Scenarios ..................................................................................................................................................... 2
Section 1 Create and fulfill product orders via API ................................................................................ 2
Section 1.1 Create an order via API......................................................................................................... 2
Section 1.2 Verify Product Order in Agent Workspace.......................................................................... 4
Section 1.3 Decompose SD-WAN Product Order ................................................................................... 7
Section 1.4 Review Workflows and Decision Tables using Decision Builder......................................... 9
Section 1.5 Fulfill SD-WAN Product Order .............................................................................................. 12
Section 1.6 Review Inventory .................................................................................................................. 16
Section 2 Create and fulfill Managed Firewall service order .............................................................. 18
Section 2.1 Create an order via API....................................................................................................... 18
Section 2.2 Verify Service Order in Agent Workspace ......................................................................... 20
Section 2.3 Decompose Managed Firewall service order .................................................................. 22
Section 2.4 Review Workflows and Decision Tables ............................................................................. 24
Section 2.5 Fulfill Managed Firewall Service Order............................................................................... 27
Section 2.6 Review Inventory .................................................................................................................. 32

Lab objectives
You will achieve the following objectives:
• Create product and service orders Via TMF API.
• Decompose and complete the orders.
• Validate the inventory: sold products, install base, and Configuration Items (CIs).

Lab Dependency: This lab is foundational for all subsequent lab exercises. Do not
skip.

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companies with which they are associated.
Scenarios
External applications can submit telecom orders into the ServiceNow Order Management
system for orchestration and fulfillment. B2B product orders are usually captured in CPQ systems
and pushed to the ServiceNow Order Management system for processing.

ServiceNow Order Management solution supports API-based order capture via TMF 622 and TMF
641 to get product and service orders from external systems.

In this lab, we will post product and service orders via API and initiate the order decomposition
and fulfillment process to have the product, service, and resource orders with order tasks. We will
also explore how workflows decompose orders into order tasks for fulfillment.

Section 1 Create and fulfill product orders via API

Section 1.1 Create an order via API

This section will create a new SD-WAN product order from an API payload. (The JSON payload
file is available with the lab files).

File Name: SD-WAN-Edge-Quantity-1-Utah

1. Log in to the student lab instance with your admin user credentials.

2. Navigate to All > System Web Services > REST > REST API Explorer.

Option: Open REST API Explorer using the below URL in your instance. Please replace the
instance name with your lab instance name.
https://YOURINSTANCE/$restapi.do?ns=sn_ind_tmt_orm&service=Product%20Order%20O
pen%20API&version=&resource_id=2879b1ea53b820102f18ddeeff7b1244

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 3. Select Explore (first-time use only)

4. On API explorer, complete the following fields:

• Namespace: sn_ind_tmt_orm
• API name: Product Order Open API
• API version: latest

5. Then select Create order (POST).

6. Select the Raw tab under the Request Body of the REST message and paste the copied
payload body. (The SD-WAN order payload is available for download with this lab file).

File Name: SD-WAN-Edge-Quantity-1-Utah

7. Select Send, then select OK on the pop-up.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 8. Check the Response Status Code – API request is successful if the response is 201
Created.

Section 1.2 Verify Product Order in Agent Workspace

1. A new SD-WAN product order is created.

2. Impersonate Mike Davis, the Order Fulfillment Manager.

3. Navigate to All > Customer Order Management > Workspace > Configurable Workspace
Home to launch Agent Workspace in a separate browser tab.

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companies with which they are associated.
 Option: Select the CSM/FSM Configurable Workspace link in the Unified Navigation
Header.

4. Navigate to Lists > Customer Orders > All to see all the customer orders in the system.
Select the newly created order from the list.

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companies with which they are associated.
 Hint: you may add the Created field to the list view to allow you to sort by most recent
order.

5. Verify the following details from your order created in Section 1.1 above

• Order details

• Order line items (click into Order lines to verify)

6

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companies with which they are associated.
 • Order line-item characteristics

• Order line-item contacts

• Order state (New)

Section 1.3 Decompose SD-WAN Product Order

Upon approval, the customer order goes through the order decomposition process to create
required domain (product, service, and resource) orders.

Approve the order as an Order Fulfillment Manager user to trigger order decomposition.

1. Open the order record and select Approve.

2. Observe the order state changes to Acknowledged, which triggers the decomposition
process to create the product, service, and resource orders for order fulfillment. Moments
later, the order state changes to In Progress.

3. ServiceNow identifies the workflow for each domain order to create the required order
tasks for fulfillment.

4. Review the order structure; the order decomposition feature references the catalog
definition of the SD-WAN product offering to create the order hierarchy.

5. As part of the order decomposition process, inventory records are created for each
product, service, and resource specification.

6. End the impersonation of Mike Davis and impersonate an admin user.

7. View the inventory records by navigating to All > System Definition > Tables and
searching for Product Inventory in the Label field.

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companies with which they are associated.
 8. Select the Product Inventory name to open the table record.

9. Under Related Links, select Show list to view the records in the Product Inventory table.

10. Notice that all recently created records are for SD-WAN product offerings. Add the
Created column to the list and sort to see the most recent records.
8

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 You may need to add the State column to the list view using the Personalized List option.

11. Note that these records are in a state of Installation Pending as order fulfillment is
incomplete.

Section 1.4 Review Workflows and Decision Tables using

Decision Builder
1. ServiceNow Order Management leverages the Decision Tables to identify workflow for
domain (product, service, and resource) orders based on input parameters.

2. As an admin user, view the Decision Tables by navigating to All >> System Definition >>
Decision Tables or All >> Decision Management >> Decision Builder.

3. Select the Product Order Fulfillment Policy record.

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 4. Select the Decisions tab for the list of decision tables for product order fulfillment
scenarios. The list includes decision tables for new, change, and disconnect scenarios.

5. View the following decision table records to see the Action, Category, Flow Action, and
the Flow name used for the SD-WAN product order created.

• SDWAN Package Fulfillment

• SDWAN Controller Fulfillment

• SDWAN Edge Device Fulfillment

6. The Decision Builder record provides the Flow name in the Flow field and the Conditions
evaluated for assigning a workflow to a product, service, or resource order.
10

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companies with which they are associated.
 9. Select the Close button to exit the Decision Builder.

Note: You may need to use the back button and select the main header logo
image to exit the Decision Builder.

10. Navigate to All >> Process Automation >> Flow Designer to view a flow.

11. Within Flow Designer, select the Subflows tab.

12. In the Name field, enter SDWAN and press enter/return to search for Subflows starting with
these characters.

11

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companies with which they are associated.
 13. Open each Flow to view the task records created per order.

Section 1.5 Fulfill SD-WAN Product Order

1. Impersonate Mike Davis, the Order Fulfillment Manager.

2. Navigate to the CSM/FSM Configurable Workspace.

3. Navigate to Lists > Customer Orders > All to see all the customer orders in the system.

4. Select the order mentioned in Section 1.2 Step 4 above.

12

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 Note: The order fulfillment tasks are created and sequenced using the fulfillment
workflow. All line items contain the product, service, and resource tasks.

5. Open the order task records individually. You can close an order task by changing the
State value to Closed Complete and selecting Save.

Note: You may also select the Close button to close a task record.

Note: You can use the Order Orchestration tab to view the task records related to
the order.

6. Close the order task records (prefix TASKXXXXX) first with product tasks, then service and
resource tasks. Typically, these tasks are resolved by different users during the fulfillment
process, so they don't require task sequencing.

Note: You don’t need to close product, service, and resource orders, as those are
configured to close automatically once all underlying order tasks and child orders
are completed.

7. For the lab, you can use the below workflow diagram and order task table as a
reference to work on order tasks.

Note: The list provided is an example and may not represent the tasks generated.
You may have additional order task records beyond the records shown below.

13

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companies with which they are associated.
 Order Task Domain Order Order Line
Configure Licence Service Order for SD-WAN Controller Service SD-WAN Controller
Allocate and Assign Licence Product Order for SD-WAN Controller SD-WAN Controller
Complete Controller
Configuration Product Order for SD-WAN Controller SD-WAN Controller
Configure Routing Service Order for SD-WAN Routing SD-WAN Edge Device v2
Configure Routing Service Order for SD-WAN Routing SD-WAN Edge Device v2

14

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 Allocate and Assign CPE Product Order for SD-WAN Edge Device v2 SD-WAN Edge Device v2
Configure Routing Service Order for SD-WAN Routing SD-WAN Edge Device v2
Complete CPE Configuration Product Order for SD-WAN Edge Device v2 SD-WAN Edge Device v2
Configure FEC Resource Order for FEC SD-WAN Edge Device v2
Configure Route Target Resource Order for Route Target SD-WAN Edge Device v2
Initiate CPE Delivery Product Order for SD-WAN Edge Device v2 SD-WAN Edge Device v2
Configure Route Target Resource Order for Route Target SD-WAN Edge Device v2
Service Design For Optimization Service Order for SD WAN Optimization Service SD-WAN Edge Device v2
Service Design For Routing Service Order for SD-WAN Routing SD-WAN Edge Device v2
Configure Routing Service Order for SD-WAN Routing SD-WAN Edge Device v2
Prepare and Build CPE
Configuration Product Order for SD-WAN Edge Device v2 SD-WAN Edge Device v2
Service Design For Routing Service Order for SD-WAN Routing SD-WAN Edge Device v2
Service Design For Optimization Service Order for SD WAN Optimization Service SD-WAN Edge Device v2
Configure FEC Resource Order for FEC SD-WAN Edge Device v2
Service Design For Routing Service Order for SD-WAN Routing SD-WAN Edge Device v2
Configure Optimization Service Order for SD WAN Optimization Service SD-WAN Edge Device v2
Configure Route Target Resource Order for Route Target SD-WAN Edge Device v2
Configure Optimization Service Order for SD WAN Optimization Service SD-WAN Edge Device v2
Resource Order for Customer Premise SD-WAN
Deliver CPE Router SD-WAN Edge Device v2
Service Design For Routing Service Order for SD-WAN Routing SD-WAN Edge Device v2
Configure Route Target Resource Order for Route Target SD-WAN Edge Device v2
Complete Security Configuration Product Order for SD-WAN Security v2 SD-WAN Security v2
Service Design For Security Service Order for SD WAN Security Service SD-WAN Security v2
Prepare Security Configuration Product Order for SD-WAN Security v2 SD-WAN Security v2
Configure Security Service Order for SD WAN Security Service SD-WAN Security v2
SD-WAN Service Package
LLD Signoff Product Order for SD-WAN Service Package v2 v2
SD-WAN Service Package
LLD Creation Product Order for SD-WAN Service Package v2 v2
SD-WAN Service Package
Perform Order Validation Product Order for SD-WAN Service Package v2 v2
SD-WAN Service Package
Reserve Resource Product Order for SD-WAN Service Package v2 v2
SD-WAN Service Package
Perform Test and Turn Up Product Order for SD-WAN Service Package v2 v2
SD-WAN Service Package
Complete SD-WAN delivery Product Order for SD-WAN Service Package v2 v2

15

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companies with which they are associated.
 8. On completion of all order tasks, the SD-WAN order is successfully fulfilled. Observe that
the SD-WAN Customer Order has now moved to a Completed state.

Section 1.6 Review Inventory

1. The Product Inventory state value is updated to Active for post-order processing.

2. End impersonation and return as an admin user.

3. To view the inventory records, navigate to All > System Definition > Tables and search for
"Product Inventory" in the Label field.

4. Under Related Links, select Show list to view the records in the Product Inventory table.

16

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 5. Observe the Product Model's state values update to a value of Active.

6. Open a Product Model record and view the Product Model Characteristics related list to
view the value for each characteristic.

7. Finally, navigate to the Product Characteristics table to see the inventory characteristics.

Note: Navigate to the Tables module and search for Product Characteristics in the
Label field. Select the Show List option to view the records in the table.

17

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Section 2 Create and fulfill Managed Firewall service order

Section 2.1 Create an order via API

This section will create a new Managed Firewall service order from an API payload JSON file
attached to this lab module.

1. Log in to the student lab instance with your admin user credentials.

2. Navigate to All > System Web Services > REST > REST API Explorer.

Option: Open REST API Explorer using the below URL in your instance. Please replace the
instance name with your lab instance name.
https://YOURINSTANCE/$restapi.do?ns=sn_ind_tmt_orm&service=Service%20Order%20Op
en%20API

3. Select Explore (first-time use only)

4. Complete the following fields:

• Namespace: sn_ind_tmt_orm
• API name: Service Order Open API
• API version: latest

5. Select Create order (POST)

18

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 6. Select the Raw tab under the Request Body and paste the copied payload into the field.

Note: The Managed Firewall Service order payload is attached to this lab module.

File Name: Managed_Firewall_ServiceOrder_Utah

7. Select Send, then select OK on the pop-up window.

8. Check the Response Status Code – API request is successful if the response is 201
Created.

19

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Section 2.2 Verify Service Order in Agent Workspace
1. A successful API operation will create your instance's new Managed Firewall service
order.

2. Impersonate Kendall Sharpe,

3. Navigate to All > Customer Order Management > Workspace > CSM Configurable
Workspace Home to launch Agent Workspace in a separate browser tab.

Option: Select the CSM/FSM Configurable Workspace link in the Unified Navigation
Header.

20

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 4. Navigate to Lists > Customer Orders > All to see all the customer orders in the system.
Select the newly created order from the list.

Hint: you may add the Created field to the list view to allow you to sort by most recent
order.

5. Verify the following details.

• Order details
21

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companies with which they are associated.
 • Order line items (click into Order lines to verify)

• Order line-item characteristics

• Order line-item contacts

• Order state (New)

Section 2.3 Decompose Managed Firewall service order

Upon approval, the order goes through the order decomposition process to create required
domain (service and resource) orders.

To trigger order decomposition, approve the order as an Order Fulfillment Manager user (Kendall
Sharpe).

1. Open the order record and select Approve.

2. Observe the order state changes to Acknowledged, which triggers the decomposition
process to create the product, service, and resource orders for order fulfillment. Moments
later, the order state changes to In Progress.

3. ServiceNow identifies the workflow for each domain order to create the required order
tasks for fulfillment.

4. Review the order structure; the order decomposition feature references the catalog
definition of the Managed Firewall service offering to create the order hierarchy.

5. The Managed Firewall service is a customer-facing service specification consisting of

three decomposition rules for three underlying resource-facing service specifications.

6. End the impersonation of Kendall Sharpe and impersonate an admin user.

22

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 7. View the inventory records by navigating to All > System Definition > Tables and
searching for "Product Inventory" in the Label field.

8. Select the Product Inventory name to open the table record.

9. Under Related Links, select Show list to view the records in the Product Inventory table.

10. Notice that all recently created records are for Managed Firewall service offerings. Add
the Created column to the list and sort to see the most recent records.

You may need to add the State column to the list view using the Personalized List option.

11. Note that these records are in a state of Installation Pending as order fulfillment is
incomplete.

23

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Section 2.4 Review Workflows and Decision Tables
1. ServiceNow Order Management leverages the Decision Tables to identify workflow for
domain (product, service, and resource) orders based on input parameters.

2. As an admin user, view the Decision Tables by navigating to All >> System Definition >>
Decision Tables or All >> Decision Management >> Decision Builder.

3. Select the Service Order Fulfillment Policy record

24

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 4. The Decision table displays a list of decision options available for service order fulfillment
scenarios. The list includes decision tables for new, change, and disconnect scenarios.

25

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 5. View the following decision tables for the conditions and the flow name used for the
Managed Firewall service order created.

• Managed Firewall Service

• Firewall & DMZ

• Firewall Administration

• Threat and Intrusion Prevention service

6. The Decision record provides the Flow name in the Flow returned from the Decision table
record.

7. Select the Close button to exit the Decision Builder.

Note: You may need to use the back button and select the main header logo
image to exit the Decision Builder.

14. Navigate to All >> Process Automation >> Flow Designer to view a flow.

15. Within Flow Designer, select the Subflows tab.

16. In the Name field, enter *Firewall and press enter/return to search for Subflows containing
the word Firewall.

26

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 17. Open a few flow records to view the task records created per order.

Section 2.5 Fulfill Managed Firewall Service Order

1. Impersonate Mike Davis, the Order Fulfillment Manager.

27

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trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 2. Navigate to All > Customer Order Management > Workspace > Configurable Workspace
Home.

3. Navigate to Lists > Customer Orders > All to see all the customer orders in the system.
Select the order mentioned in Section 1.2 Step 4 above.

Note: The order fulfillment tasks are created and sequenced using the fulfillment
workflow. All line items contain service and resource tasks.

4. Open the order task records individually. You can close an order task by changing the
State value to Closed Complete and selecting Save.

Note: You can also use the Close button to close a task record.

5. Close the order task records (prefix TASKXXXXX) with service and resource tasks. Typically,
these tasks are resolved by different users during the fulfillment process, so they don't
require task sequencing.

Note: You don't need to close service and resource orders, as those are configured
to close automatically once all underlying order tasks and child orders are
completed.

6. For the lab, you can use the below workflow diagram and order task table as a
reference to work on order tasks.

Note: The list provided is an example and may not represent the tasks generated.

Note: You may need to provide values for mandatory fields on some Order Task
records.

Note: You can use the Order Orchestration tab to view the task records related to
the order.

28

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companies with which they are associated.
 Sequenc Order line CFS RFS Service Resource Task name Remark
e number item service order order
order
1 Manage Manage Review and
d Firewall d Firewall signoff order
service service
2 Manage Manage Firewall
d Firewall d Firewall design
service service creation
3 Manage Manage Design signoff
d Firewall d Firewall
service service
4 Manage Manage Firewall & Design
d Firewall d Firewall DMZ Firewall Zones
service service and policies

29

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companies with which they are associated.
 5 Manage Manage Firewall & Allocate and Enter
d Firewall d Firewall DMZ reserve the
service service Firewall CPE require
d
details
on
order
task
6 Manage Manage Firewall & Initiate CPE
d Firewall d Firewall DMZ delivery
service service
7 Manage Manage Firewall & Cisco Configure
d Firewall d Firewall DMZ Firepower Firewall zones
service service monitoring and policies
system
8 Manage Manage Firewall & Complete
d Firewall d Firewall DMZ Firewall &
service service DMZ
configuration
9 Manage Manage Firewall Identify
d Firewall d Firewall Administratio access roles
service service n and users
10 Manage Manage Firewall Allocate and Enter
d Firewall d Firewall Administratio reserve the
service service n Administratio require
n server d
details
on
order
task
11 Manage Manage Firewall Initiate server
d Firewall d Firewall Administratio configuration
service service n
12 Manage Manage Firewall Cisco Firewall Configure
d Firewall d Firewall Administratio managemen Firewall
service service n t system administration
services
13 Manage Manage Firewall Complete
d Firewall d Firewall Administratio Firewall
service service n Administratio
n
configuration
14 Manage Manage Threat and Architect
d Firewall d Firewall Intrusion Threat and
service service prevention intrusion
service policies

30

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 15 Manage Manage Threat and Allocate and Enter
d Firewall d Firewall Intrusion reserve the
service service prevention intrusion details
service prevention in order
system task
16 Manage Manage Threat and Initiate policy
d Firewall d Firewall Intrusion configuration
service service prevention
service
17 Manage Manage Threat and Intrusion Configure
d Firewall d Firewall Intrusion Monitoring Intrusion
service service prevention system monitoring
service system

18 Manage Manage Threat and Complete

d Firewall d Firewall Intrusion Threat and
service service prevention Intrusion
service Prevention
configuration

19 Manage Manage Perform

d Firewall d Firewall Firewall
service service testing
20 Manage Manage Complete
d Firewall d Firewall Firewall
service service service
delivery
7. The Managed Firewall order is complete upon closure of all task records. The Managed
Firewall Service Order has now moved to a Completed state.

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© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Section 2.6 Review Inventory
1. The Product Inventory state value is updated to Active for post-order processing.

2 Log in as an admin user.

3. To view inventory records, navigate to All > System Definition > Tables and search
"Product Inventory" in the Label field.

4. Under Related Links, select Show list to view the records in the Product Inventory table.

5. Observe the Product Model's state values update to a value of Active. Also, not the
Product Model is assigned to the inventory record with the characteristic options the
customer selects.

6. Open a Product Model record for Managed Firewall Service and view the Product Model
Characteristics related list to view the value for each characteristic.

Note: You may need to perform a search for this product inventory record.

32

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 7. Navigate to the Install Base Items tab to see the Install base items created for the order.
For Managed Firewall service order, an Install Base item is created for Managed Firewall
service.

8. Select the Install Base Item record to see more details.

9. On Install Item for Managed Firewall service, notice a Configuration Item (CI) is created
and associated. Select the Dependency View icon against the CI record to see more
details on the CIs and how they relate.

33

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 10. Using the Dependency View, you can see all related CIs created for Managed Firewall
service.

Congratulations! You have completed this lab.

34

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.