{"id":1482,"date":"2026-09-17T13:43:00","date_gmt":"2026-09-17T11:43:00","guid":{"rendered":"https:\/\/servistio.com\/?page_id=1482"},"modified":"2026-09-17T15:19:01","modified_gmt":"2026-09-17T13:19:01","slug":"servicenow-sales-and-order-management-som","status":"publish","type":"page","link":"https:\/\/servistio.com\/en\/servicenow-sales-and-order-management-som\/","title":{"rendered":"ServiceNow Sales and Order Management (SOM)"},"content":{"rendered":"
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ServiceNow (SOM)<\/p>\n<\/div><\/div>

Successfully implement ServiceNow Sales and Order Management (SOM) \u2013 with Servistio<\/h1>\n<\/div><\/div>
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ServiceNow Sales and Order Management (SOM) manages the entire lead-to-cash process on a single platform: product catalogue, quotation, order entry, order breakdown and fulfilment.<\/p>\n

In many companies, the sales process ends with the signature \u2013 and that is where the real problem begins. The order is passed on via email, Excel or an interface to fulfilment, technical support and service. There, it is reinterpreted, broken down into sub-orders and tracked manually. There is a growing discrepancy between what the customer has ordered and what is actually delivered.<\/p>\n

servistio helps you implement SOM in such a way that an order remains within a single process from entry right through to activation \u2013 with a catalogue that ensures sales and technical departments speak the same language.<\/p>\n<\/div><\/div>

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som-quickcheck in 45 minutes<\/span><\/a><\/div>
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From quotation to activation<\/p>\n<\/div><\/div>

What is ServiceNow Sales and Order Management (SOM)?<\/h2>\n<\/div><\/div>
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Sales and Order Management is ServiceNow\u2019s suite of applications<\/a> for sales and order processing. It forms part of ServiceNow\u2019s CRM product family and is built on the Customer Service Management (CSM) platform. SOM combines the product catalogue, pricing logic, quotation creation, order entry and fulfilment within a single model \u2013 making it less of a sales tool and more of an operating system for orders.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

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What is the aim of SOM?<\/h3>

Short answer:<\/strong> SOM ensures that a sold order transitions seamlessly into service delivery \u2013 from the commercial quotation right through to technical activation.<\/p>\n

Orders are recorded in a structured manner, automatically broken down into their constituent parts and processed via defined workflows. Sales, fulfilment, technical and service teams all work with the same data. Status information is generated during the process and does not need to be pieced together from multiple systems.<\/p>\n<\/div><\/div><\/div>

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How does SOM differ from a traditional CRM?<\/h3>

Short answer:<\/strong> A CRM manages the customer relationship. SOM manages the order \u2013 right up until the service is actually running.<\/p>\n

Traditional CRM systems usually stop once the deal has been secured. What happens afterwards is handled by ERP, provisioning or ticketing systems. SOM bridges precisely this gap: the order remains a single, continuous data record that is orchestrated across departmental and system boundaries. Existing CRM, ERP and billing systems are integrated, not replaced.<\/p>\n<\/div><\/div><\/div>

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How are SOM and CPQ linked?<\/h3>

Short answer:<\/strong> Configure, Price, Quote (CPQ) is the quotation module within SOM. SOM handles everything that happens once the quotation has been approved.<\/p>\n

CPQ configures products, applies pricing and discount rules, and generates the binding quotation. SOM records this quotation as an order, breaks it down and manages its fulfilment. Both systems access the same product catalogue \u2013 which is why the quotation and delivery remain aligned. Details on the quotation process: ServiceNow CPQ<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div>

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Control rather than interface chaos<\/p>\n<\/div><\/div>

Why som is relevant for managers<\/h2>\n<\/div><\/div>
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