Contents

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility

1 Order and Service Management Overview

• About OSM
• How OSM Fulfills an Order
• About Orders
• About Central Order Management and Service Order Management
• About Managing Orders
• About XPath and XQuery

2 About Orders

• About Orders
  • About OSM Orders
  • About the Actions that OSM Can Perform
  • About Modeling Order Specifications
  • What an Order Contains
  • Re-Using an Order Specification
• About Modeling Order Data
  • About the Order Template
    • About Order Template Control Data
    • About Status Data in the Order Template
  • About Importing the Incoming Customer Order Data into the Data Dictionary
• About the Creation Task
• About the Default Process
• About Specifying the Order Priority
• About Order Rules
• About Setting Permissions for Orders
• Specifying Which Data to Display in the OSM Web Clients
  • About Query Tasks for OSM Clients
• Specifying Which Data to Provide to Automation Plug-ins
  • About Query Tasks for Order Automation Plug-ins

3 About Receiving and Creating OSM Orders

• About Receiving and Creating Orders in OSM
• How Incoming Customer Orders are Structured
• Understanding Order Recognition
  • About Recognition Rule Relevancy
  • Recognition Rule Errors
  • Creating a Catch-All Recognition Rule
• Understanding Order Validation
• Understanding Order Transformation
  • Adding the Input Message to the Order Template
• Modeling Recognition Rules
• Order Recognition Rule XQuery Expressions
  • About Recognition Rule XQuery Expressions
  • About Validation Rule XQuery Expressions
  • About Order Priority XQuery Expressions
  • About Order Reference XQuery Expressions
  • About Order Data Rule XQuery Expressions

4 Understanding Orchestration

• Overview of Orchestration
  • About Orchestration Plans
• About Order Items
  • About Creating Order Items from Customer Order Line Item Node-Sets
  • About Order Item Properties
  • About Order Item Hierarchy
  • About Mapping Order Items to Product Specifications
    • About Modeling Product Classes
  • About Order Item Control Data
• About Decomposition
  • About Component IDs and Component Keys
  • About the Decomposition of Order Items to Function Order Components
    • About Assigning Order Items to Product Specification Function Components
    • About the Function Components Stage
    • About Order Component Control Data
    • About Product Specification Conditions for Including Order Items
    • Summary of Order Item to Function Components Decomposition
  • About the Decomposition of Function to Target System Components
    • About Decomposition Rules from Function Components to Target Systems
    • About Decomposition Rule Conditions for Choosing a Target System
    • About the Target Systems Stage
    • Summary of Configuring Target System Components Decomposition
  • About the Decomposition of Target System to Granularity Components
    • About Decomposition Rules from Target System to Granularity Components
    • About Customized Component IDs to Separate Bundled Components
    • About the Granularity Components Stage
    • Summary of Configuring Granularity Components Decomposition
  • About Associated Order Items
  • About Modeling Fulfillment Modes
• About Dependencies
  • About Intra-Order Dependencies
    • Modeling an Order Item Dependency
    • About Order Item Dependency Wait Conditions
    • About Order Item Dependency Wait Conditions Based on Data Changes
    • Modeling a Product Specification Dependency
    • Modeling an Order Item Property Correlation Dependency
    • About Inferred Dependencies
  • About Inter-Order Dependencies
  • About Modeling Orchestration Dependencies
• Modeling Fulfillment States
  • About Modeling Fulfillment State Management
    • Modeling Fulfillment State Maps
    • Modeling Order and Order Item Fulfillment State Composition Rule Sets
• Decomposition XQuery Expressions
  • About Orchestration Sequence XQuery Expressions
    • About Order Sequence Order Item Selector XQuery Expressions
    • About Order Sequence Fulfillment Mode XQuery Expressions
  • About Order Item Specification XQuery Expressions
    • About Order Item Specification Order Item Property XQuery Expressions
    • About Mapping Product Class and Product Specification XQuery Expressions
    • About Order Item Specification Order Item Hierarchy XQuery Expressions
    • About Order Item Specification Condition XQuery Expressions
  • About Product Specification Order Component XQuery Expressions
    • About Product Specification Order Component Condition XQuery Expressions
    • About Associating Order Items Using Property Correlations XQuery Expressions
  • About Decomposition Rule Condition XQuery Expressions
  • About Component Specification Custom Component IDs XQuery Expressions
    • Custom Order Component IDs Based on Hierarchy
    • Custom Component ID Based on Requested Delivery Date and Duration
    • Custom Component ID by Duration and Minimum Separation Duration
    • Combining Order Item Hierarchy with Duration Based Groupings
• Dependency XQuery Expressions
  • About Product Specification Order Item Dependency XQuery Expressions
  • About Wait Delay Duration XQuery Expressions
  • About Wait Delay Date and Time XQuery Expressions
  • About Order Data Change Wait Condition XQuery Expressions
  • About Order Item Inter Order Dependency XQuery Expressions

5 About Tasks and Processes

• About Tasks and Processes
• About Tasks
  • About Task Data
    • Generating Multiple Task Instances from a Multi-Instance Field
    • About Extending Tasks
  • About Task States
    • Using Task States to Manage Orchestration Dependencies
  • About Task Statuses
    • Using Task States and Statuses to Trigger Event Notifications
    • Task Statuses and Constraint Behavior Violation Severity Levels
    • Using Task Statuses to Control Process Transitions
  • Specifying the Expected Task Duration
  • Specifying the Task Priority
  • Managing Tasks During Amendment Processing and Task Compensation
  • Controlling Who Can Process a Task
  • Specifying How to Assign Tasks to OSM Users
    • Deploying a Custom Task Algorithm using the OSM Cartridge Management Tool
  • About Automated Tasks
    • Understanding Automation Plug-ins
  • Understanding Activation Tasks
    • About Service Action Request Mapping
    • About Service Action Response Mapping
    • About State and Status Transition Mapping
    • About Activation Tasks and Amendment Processing
• Understanding Processes
  • About Workflow Processes and Workstream Processes
  • About Modeling Processes
    • About Process Properties
    • About Process Activities
    • Using the System Date in Delays
    • About Flows
  • About Subprocesses
  • Understanding Parallel Process Flows
    • About Amendments and Multi-Instance Subprocesses

6 About OSM Order Life-Cycle Management

• About Managing the Order Life Cycle
• About OSM Order Fulfillment Timeline
  • About Order Item Requested Delivery Date and Order Components
    • How OSM Decomposes and Processes Order Items in Order Components
    • About Grouping Order Items in Order Components by Date Range
    • Modeling Order Component Minimum Processing Duration
    • About Minimum Processing Duration Inheritance in Product Specifications
    • About Minimum Processing Duration Expressions
  • Calculating the Earliest Order Component Start Date (Order Start Date)
  • About Calculated Order Component Start Dates
  • Modeling Order Component Dependencies and Requested Delivery Dates
  • Modeling Order Items Processed by Multiple Dependent Order Components
  • Revisions of Future-Dated Orders
  • Examples of Calculating the Expected Start Date
    • Example 1: Calculating Start Dates for Order Components with No Dependencies
    • Example 2: Calculating Start Dates for Order Components with Dependencies
• About Managing Order States and Transitions
  • About Modeling Life-Cycle Policies
    • About Modeling Transition Conditions
    • About Modeling Transition Grace Periods
    • About Modeling Transition Permissions
  • OSM Order States and Transactions
  • About Order State Categories
  • Common Order State Transitions
  • Optional, Mandatory, and Prohibited Transactions
  • About the Aborted Order State
  • About the Amending Order State
  • About the Cancelled Order State
  • About the Cancelling Order State
  • About the Completed Order State
  • About the Failed Order State
  • About the In Progress Order State
  • About the Not Started Order State
  • About the Suspended Order State
  • About the Waiting for Revision Order State
  • About Deleting Orders
• Order Life-Cycle Events

7 Managing Changes to Orders

• About Managing Changes to Orders
  • About Update Order Transactions
• About Amendment Processing
  • About Revising or Canceling Orders by Using the Task Web Client
• About Order Keys
• About Submitting Multiple Revisions of an Order
• About Controlling When Amendment Processing Starts
• About Compensation
  • About Order and Task Level Compensation Analysis
  • About Order Data Position and Order Data Keys
  • About Data Significance
  • About Task Execution Modes
  • Modeling Compensation for Tasks
    • About Task Compensation Strategy XQuery Expressions
    • About Managing Compensation in the Task Web Client
  • Modeling Compensation for Rules in Processes
  • Modeling Compensation for Task Automation Plug-Ins
  • About Compensation and Orchestration
  • Compensation Considerations for Tasks and Processes
  • Compensation Examples
    • Example 1: Changing a Service Request
    • Example 2: Compensation During Provisioning
    • Example 3: Compensation During Billing
    • Example 4: Amend Do Compensation
    • Examples of Changes to Orchestration Plans
• About Point of No Return
  • Product Specification Point of No Return
  • Life-Cycle Policy Point of No Return
• About Modeling Order Change Management
  • Troubleshooting Order Change Management Modeling

8 About OSM Roles

• About Roles
• About Modeling Permissions in Design Studio

9 About Behaviors

• About Behaviors
• About Behavior Evaluation
  • Evaluating Behavior Levels
  • Evaluating Design Studio Final and Override Options
  • Evaluating Behavior Type Precedence and Sequence
    • Evaluation Process
    • Evaluating Multiple Behaviors of Similar Type and Level
• About Setting Conditions in Behaviors
• Using the Calculation Behavior
  • Calculation Behavior XPath Examples
  • Calculation Behavior Overview
• Using the Constraint Behavior to Validate Data
  • Displaying Constraint Behavior Error Messages
  • Evaluating Constraint Behaviors
  • Constraint Behavior Overview
• Using the Data Instance Behavior to Retrieve and Store Data
  • Evaluating Data Instance Behaviors
  • Data Instance Behavior XML, XPath, and XQuery Examples
  • Data Instance Behavior Overview
• Using the Event Behavior to Re-evaluate Data
  • Event Behavior Overview
• Using the Information Behavior to Display Data and Online Help
  • Information Behavior XPath Examples
  • Information Behavior Overview
• Using the Lookup Behavior to Display Data Selection Lists
  • Lookup Behavior XPath Example
  • Lookup Behavior Overview
• Using the Read-Only Behavior
  • Read-Only Behavior Overview
• Using the Relevant Behavior to Specify if Data Should Be Displayed in the Web Client
  • Relevant Behavior Overview
• Using the Style Behavior to Specify How to Display Data in the Task Web Client
  • About Style Behavior Layouts
  • About Style Behavior Password Fields
  • Style Behavior Overview

10 About Notifications

• About Notifications
  • About Notification Priority
  • About Sending Notifications in Email
  • About Using Order Rules in Notifications
  • About Using Notifications to Run Automation Plug-Ins
  • About Configuring Notifications
  • Strategies for Using Notifications
• About Jeopardy Notifications
  • About Jeopardy Notification Conditions
    • Specifying Jeopardy Notification Conditions for an Order
    • Specifying Jeopardy Notification Conditions for a Task
  • Example of a Jeopardy Notification
• About Event Notifications
  • About Using Task Transitions to Trigger Event Notifications
  • About Using Task States and Rules to Trigger Event Notifications
  • About Using Task States to Trigger Automated Event Notifications
  • About Using Order Milestones to Trigger Event Notifications
  • About Using Order Data Changes to Trigger Notifications
• Summary of Notification Functionality

11 Order Fallout Management

• Understanding Order Fallout
  • Managing Fallout Generated from a Failure in a Downstream System
  • Managing Fallout Generated from a Failure in a Network or System Resource
  • Managing Fallout Generated from Failure When an Order Is Created in OSM
  • Managing Fallout Generated from Failure in Run-Time OSM Execution
  • About the Order States Used for Fallout Management
  • Example of Discovering Fallout
• About Configuring Fallout
  • About Configuring Fallout Compensation in Tasks
  • About Configuring Fallout Processes and Tasks
• Managing Fallout in the OSM Web Clients
  • Managing Fallout in the OSM Order Management Web Client
  • Managing Fallout in the Task Web Client

Glossary