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Fulfillment Design

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In this lesson, you will learn:

  • Why you design before you build
  • The steps of a fulfillment
  • Who does each step
  • SNWR’s monitor design

🔁 Quick look back: Last time: Catalog Properties and Checkout. You learned how to hide quantity, use two-step checkout and let the Service Desk order on behalf of others.

1 “Who delivers the monitor?”

Sam’s first monitor order goes nowhere.

  • Nobody was asked to approve it.
  • Desktop Support never got a task.
  • The request sat open for two weeks.

🎯 The problem: A catalog item without a fulfillment design is just a form nobody works on.

👉 The fix: draw every step, from order to close, and agree it with Lucas before building.

2 The fulfillment steps

Key term: Fulfillment

All the work to deliver what was ordered, from approval to close.

Key term: Fulfillment design

A simple drawing of each step, who does it and what happens next.

The fulfillment design for SNWR Request a monitor. 1 Sam orders a monitor. 2 Approval: Beth approves if the monitor is over 27 inches; otherwise no approval. 3 Task: SNWR Desktop Support gets SCTASK0010022 to deliver and set up. 4 Deliver: the monitor is set up on Sam's desk. 5 Close: the task closes, then the RITM and REQ close, and Sam is told.
Figure 1. Five steps, from order to close.

3 Questions to ask for each item

  • Who must approve, and when?
  • Which team does the work? One task or several?
  • Can tasks run at the same time, or one after another?
  • What does the requester see at each step?
  • How long should it take?

💡 Good to know: Write the answers on one page per item. Lucas signs it off before you build.

⭐ Remember: Design first. Then build the flow.

4 Quick recap

  • Fulfillment is all the work to deliver an order
  • Design every step before building
  • Ask: who approves, who works, in what order, how long
  • SNWR’s monitor: order, approve, task, deliver, close
  • Lucas signs off each design

5 Check yourself

Think of your answer first. Then tap to check.

1 When does Beth approve a monitor? Show answer

Only when it’s over 27 inches.

2 Which team gets the monitor task? Show answer

SNWR Desktop Support.

3 What should you do before building a flow? Show answer

Draw the fulfillment design and get it signed off.

4 Name one question to ask for each item. Show answer

Who approves? Which team works? How long should it take?

Nice work! You can design how an order gets delivered. 🎉
Next up: Fulfillment Flows for Catalog Items

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