Software Asset Management

(SAM)
Process Guide
Paris

Ref: 0001394

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Table of Contents
Introduction .................................................................................................................................................. 3
Principles and Basic Concepts .................................................................................................................. 3
Process Scope .............................................................................................................................................. 3
Process Objectives ...................................................................................................................................... 4
Technology pre-requisites ....................................................................................................................... 5
Relationship with other processes .......................................................................................................... 6
Principles and basic concepts ................................................................................................................... 8
Policies ....................................................................................................................................................... 8
Security considerations .......................................................................................................................... 10
Process roles ............................................................................................................................................ 10
RACI Matrix ................................................................................................................................................. 14
Software Asset Management RACI ..................................................................................................... 14
Software Asset Management activity description ................................................................................ 19
Software Asset Management process overview ............................................................................... 19
Software Asset Management planning and initial deployment ...................................................... 22
Maintain software models and lifecycles ........................................................................................... 25
Request Software Entitlement ............................................................................................................... 33
Acquire software entitlement ............................................................................................................... 37
Maintain software entitlements ............................................................................................................ 41
Create software installation records and normalize discovery models .......................................... 53
Complete software discovery models ................................................................................................ 59
Perform software reconciliation ........................................................................................................... 64
Optimize software installations ............................................................................................................. 72
Process software usage information .................................................................................................... 77
SaaS License Management ..................................................................................................................... 80
SaaS License Management process overview .................................................................................. 80
SaaS License Management RACI ........................................................................................................ 81
Monitor SaaS Software Models ............................................................................................................. 83
Optimize SaaS License Usage ............................................................................................................... 89
Detect and Analyse Unmanaged Software Spend .......................................................................... 94
Process control .........................................................................................................................................100
KPIs..........................................................................................................................................................100
Appendix A: Glossary of terms and acronyms ....................................................................................102

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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Introduction
This process guide will provide a detailed explanation on how the Software Asset Management
process is enabled within the ServiceNow platform. It is intended that this process be followed as
closely as possible regardless of the level of maturity of the customer. ServiceNow encourages
simple, lean ITAM processes and that is reflected in the out of the box design.
Customers may add additional functionality to that offered however this should only be in
scenarios where there is a required business outcome gained that could not be achieved using
an out of the box method. Following this approach should also ease customer upgrade paths
and the ability to expand their use of the platform.

Principles and Basic Concepts

The concepts described in this guide are to be used as a baseline for successful Software Asset
Management (SAM). This guide does not contain a set of specific instructions for every SAM
scenario; rather it seeks to define a procedural mechanism, which organizations can utilize as a
starting point for refinement of their own Software Asset Management (SAM) process. In general,
the guide is aligned with the ‘out of the box’ functionality provided in the ServiceNow Platform
and the SAM Professional Module.

Process Scope
SAM is the process responsible for managing and optimizing the request, acquisition,
deployment, maintenance, utilization, and disposal of software assets.
There are strong inter-process relationships between:
• Hardware Asset Management
• Procurement Management
• Application Portfolio Management
• Cost Management
• Contract Management
• Change Management
• Request / Catalog Management
• Request Fulfilment
• Content Library Curation

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Process Objectives
The primary goal of the SAM process is to reduce IT costs and limit operational, financial, and
legal risks related to the ownership and use of software through managing and optimizing
software assets across their lifecycle (introduction through to retirement).

The objectives of the SAM Process are to:

• Reduce or eliminate unnecessary purchases by enabling software requests to be fulfilled
from available entitlements
• Identify and record all purchased software entitlements and associated user/device
allocations and subscriptions within the organization
• Assign correct license metrics, procurement information (including license costs) and
supporting software contracts to the software entitlements
• Create and maintain accurate software models, client access records, and software
discovery models to enable the establishment of entitlement compliance positions
• Proactively identify cost savings opportunities through removal and re-use of unused
software (where terms and conditions allow)
• Capture purchase order information to record cost of software entitlement
• Accurately allocate available and acquired entitlements to users and device
• Ensure blacklisted or unlicensed software are identified and remediated
• Strengthen compliance posture against publisher license agreements
• Expedite audit response and avoid fines and financial penalties relating to non-compliance
• Provide accurate software asset information into other enterprise processes (e.g. Change
Management, Technology Portfolio Management) to enable business and financial decision
making
• Eliminate human system integration via email, spreadsheets, and tribal knowledge

© 2020 ServiceNow, Inc. All rights reserved.

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Technology pre-requisites
To optimize software asset management process efficiencies and business outcomes through
the use of the ServiceNow Platform, it is recommended that the following plugins are activated:
• Software Asset Management Professional Master [com.sn.samp.master]*
• Normalization Data Services [com.glide.data_services_canonicalization.config] - required to
(a) download SAM Pro content in customer instances (b) normalize the core company table
in the SN platform – the SAM Pro Software Publisher table has a dependency on
core_company.
• SAM Professional SCCM Usage Integration - Microsoft SCCM 2012 v2 or 2016*
• File Based Discovery [com.snc.file_signature_normalization]
• SaaS License Management[com.sn_sam_saas] – contains integration framework and core
functionality for SaaS License Management
• SaaS License Management Integrations [com.sn_sam_saas_integrations] – contains
integration implementations for Box, Dropbox, DocuSign and Salesforce
• Orchestration - Client Software Distribution (CSD)*

Order of plugin install (in Orlando):

• com.sn.samp.master (note, using this loads all SAMP plugins in one step including all publisher
packs)
• com.glide.data_services_canonicalization.config
• com.snc.procurement*
• com.sn_sam_spend (spend detection)
• com.sn_sam_saas
• com.sn_sam_saas_integrations
• com.sn_sam_spoke (SaaS License Connections)
• com.sn_samp_eng_app (for engineering applications, requires use of OpenLM, available in
App Store)
• com.sn_samp_change (for License Change Projection capability)
• com.snc.samp_usage_sccm (MS-SCCM 2012 or MS-SCCM 2016 integration) *
• com.snc.orchestratation.client_sf_distribution (Note: Users who purchase SAMP
(com.snc.samp) plugin are licensed for software uninstall functionality only, also called
software reclamation)
* denotes plugins that require ‘maintenance’ access to activate.

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Relationship with other processes
Process Relationship description Input Output
Request Submits requests for standard and non- X
management standard software
Content library Receives library content that contains X
curation normalized software product information,
publisher part number library, software
lifecycle information, discovery maps and
processor definitions
Provides details of unmatched software X
installations, manually normalized Software
Discovery Models, publisher part numbers
and manually created software lifecycle
information that require adding to the
Central Software Library
Procurement Receives details of purchase orders issued X
management to publishers/vendors from corporate
procurement system
Provides details of procurement requests X
that require converting into purchase
orders in a corporate financial system (e.g.
SAP, Oracle)
Configuration Receives raw software installation data X
management associated with a Server/Computer CI for
aggregation into Software Discovery
Models
Change Receives details of software X
management licenses/entitlements that are required to
fulfil a Change Request
Reserves or assigns/allocates software X
entitlements
Provides software entitlement information X
to enable the calculation of projected
licensing costs when assessing Normal or
Emergency Changes where there are
changes to the CPU counts or CPU core
counts
Request Assigns available or acquired X
fulfilment allocations/entitlements prior to fulfilment
of user-initiated Service Request
Provides software model details of X
software that requires deploying to an
end-user

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 Contract Receives new or renewed software license X
management contract information
Provides software entitlement information X
for association to a Software License
Contract
Technology Provides software model lifecycle X
portfolio information for association with business
management applications/capabilities
Hardware Receives details of software licenses X
asset associated with uninstalled assets to
management remove user/device entitlements
allocations

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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Principles and basic concepts
Policies
SAM policies are needed to establish the objectives, scope and principles that govern the
process and should be considered with the change management policies because they are
related.
SAM policies are dependent upon the organization’s business drivers, required business
outcomes, contractual requirements, and on compliance to internal as well as external
standards. Areas typically addressed by policies are:
• The requirement to maintain accurate information for reporting on software assets to
internal and external stakeholders.
• Level of automation to reduce errors and costs.
SAM Policies are owned and monitored by the Software Asset Management Process Owner.
The Process Owner provides information to management to demonstrate overall process
effectiveness and efficiency, compliance at an organizational level and compliance at a
department and individual level.

Policy statement Reason for policy Benefits

A single SAM process will To create one consistent Elimination of disparate
be utilized throughout process used across all SAM processes through
the organization. customer geographies. adoption of a common,
integrated enterprise-wide
SAM Process.
All software models, One source of truth for all Allows for the easy
entitlements, allocations software asset generation of reports to
and installations will be information to simplify support vendor software
recorded and data management and audits and non-compliant
maintained in the IT Asset access. license positions.
Repository.
Any external To enforce tools and Compliance with external
requirements (e.g. control of data elements legislation and
Sarbanes-Oxley) for SAM to comply with the governance.
must be addressed in external requirements.
process, tool and role
development.
The SAM Process Owner To provide a single point Ensures consistency in
is accountable for the of accountability for the process execution,
entire process and has SAM process. implementation of
the authority to develop supporting tools and
policies, procedures and control of software asset
work instructions data across the entire
pertaining to the process. enterprise.

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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Access to update To prevent unauthorized Ensures accurate and up-
software asset records is changes to software to-date software
controlled, and access asset records. entitlement information
rights are only given to during software
those people who are reconciliation when only
authorized to control the those designated to
data. control the records have
access.
Automation for software To reduce labor costs Improves ability to assure
installation data and errors from manual data reliability
collection (e.g. data entry.
Reduces cost of manual
ServiceNow supported
labor
discovery tool) and
verification should be
implemented and
appropriately
configured.
Process reviews are To maximize process Identifies opportunities for
conducted by the benefits and reduce process, tool and staff
Process Owner on a costs in modifying improvements
regular basis at the incorrect data and
Identifies cost of
Process Owner’s addressing inconsistent
maintaining the
discretion. Reviews will process execution.
information related to the
focus on the process
value to the organization
consistency, process
maturity and
repeatability and Key
Performance Indicators
(KPI).
The SAM Process Owner To ensure all stakeholders Identifies non-compliant
will report on software understand software software
license compliance to license compliance
Enables remedial action
internal and external position.
prior to any formal
stakeholders on a regular
publisher/vendor audit
basis.
Identifies potential
company savings through
removal of unused
software
Software License To enable effective Reduction in non-
Contracts will be management of compliant software
maintained in the software license caused by lapsed
contract repository and contracts to track contracts
linked with Software contract end dates and
Entitlements. trigger contract
renewal/extension
processes

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and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Software cannot be To ensures that only Reduces the amount of
installed without authorized software can blacklisted and
authorization from IT be installed in a unauthorized software
Operations. production environment installations
Minimizes security and
network performance
issues caused by the
installation of unauthorized
software
Software procurement is To enable effective, Reduces cycle times
managed from a central organization-wide associated with cost
budget and charged tracking of software center-based procurement
back to costs.
Accelerates the ‘true up’
departments/cost
process for purchasing
centers.
rights to remediate non-
compliant software
EUC software becomes a To enable the re- Reduces costs associated
removal candidate if allocation of unused EUC with procuring unrequired
quarterly utilization falls software software entitlements
below XX hours or if the through re-allocating
software isn’t used after available entitlements
a pre-defined date.

Security considerations
Data security is a crucial aspect of SAM as it affects several modules within ServiceNow. In
addition to being effective, security controls should be easily maintained and scalable. The
ServiceNow platform provides several methods for securing data including user access
control rules, data policies, contextual security, and domain separation.

Process roles
Each role is assigned to perform specific tasks within the process. Within a specific process,
there can be more than one individual associated with a specific role. Additionally, a single
individual can assume more than one role within the process although typically not at the
same time. Depending on the structure and maturity of a process, all roles described may
not exist in every organization.
The following describes the main process roles defined for Software Asset Management:

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 Role Description
SAM Process The SAM Process Owner’s primary objective is to be accountable
Owner for the success or failure of the SAM process. The Process Owner is
usually a senior manager with the ability and authority to ensure
the process is rolled out and used by all stakeholders.
Responsible for:
Establishing SAM process measures and targets.
Ensuring the SAM process is aligned with corporate strategy.
Establishing and communicating the process mission, goals, and
objectives to all stakeholders.
Documenting and maintaining the process, policies and
procedures.
Resolving any cross-functional issues.
Ensuring proper staffing and training for execution.
Directing the SAM roles.
Ensuring consistent execution of the process across the
organization.
Monitoring, measuring, and reporting on the effectiveness of the
process to senior management.
Identifies process redesign and improvement projects.
Software Asset Responsible for:
Manager
Managing the day to day activities of the process.
Managing key relationships with peer roles within the enterprise. This
includes Business Application Owners, Service Catalogue Manager
and Procurement representatives.
Ensuring quality of software asset records within the Asset
Management Repository, including Software Discovery Models,
Software Product Models and Software Entitlements.
Escalating any issues with the process to the SAM Process Owner.
Gathering and reporting on process metrics.
Identifying requirements to modify SAM processes.
Executing reconciliation by comparing entitlements with
discovered software installations to determine effective license
positions for each in-scope publisher.
Analyzing reconciliation reports to determine required actions to
address non-compliant software installations.
Analyzing software usage reports and establishing removal rules for
infrequently used software.

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 SAM Responsible for:
Administrator
Creating and maintaining software asset information, including
Software Models, Software Discovery Models and Software
Entitlements defined within the scope of their area.
Resolving unmatched or partially normalized Software Discovery
Models.
Managing key relationships with peer roles within the enterprise.
Analyzing software asset data and creating reports.
Assisting the Software Asset Manager with reconciliation and report
generation.
Participating in the remediation of non-compliant software
installations.
Determining if available entitlements can be allocated prior to
initiating procurement activities.
Service Responsible for:
Catalogue
Working with Software Asset Management team to publish
Manager
authorized software in Service Catalogue for end-user request and
subsequent fulfilment.
Providing the ability to request ad hoc software that is not
represented as a catalogue item.
Owning Service Catalogue items and managing related
approval/fulfilment workflows.
Providing software product information if a software model is not
available for representation as a catalogue item.
Procurement Responsible for:
Manager
Processing approved procurement requests for software licenses
and entitlements.
Providing PO information for software entitlements to the SAM
Administrator.
Issuing PO’s processed in a third-party application (e.g. ERP systems
such as SAP).
Providing contract-related information to the SAM Administrator for
representation in the asset repository (e.g. software model
retirements, changes to upgrade/downgrade terms and
conditions)
Contract Responsible for:
Manager
Negotiating supplier contracts for software licenses and
entitlements.
Approving software license contract renewals and extensions.

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 Providing software license contract information that impacts
software entitlements.

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 RACI Matrix
Roles and responsibilities are assigned to specific process activities.

Software Asset Management RACI

Software Product

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager

Manager

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 1.0 Maintain Software Models and Lifecycles

SAM 1.1 Identify Software Publisher and Product A/R C

SAM 1.2 Create Custom Software Product C A/R C

SAM 1.3 Assign/Create Discovery Map R A/R

SAM 1.4 Assign Downgrade and Upgrade Rights R A/R C

SAM 1.5 Define Suite Components R A/R

SAM 1.6 Assign Software Model Lifecycles R A/R

SAM 1.7 Create/Update Software Model C A/R I

SAM 1.8 Review/Update Software Model Attributes A/R

SAM 2.0 Request Software Entitlement

SAM 2.1 Identify Software Requirements A/R

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Software Product

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager

Manager

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 2.2 Submit Request for Software A/R

SAM 2.3 Approve Request A/R

SAM 2.4 Check Available Entitlements C A/R C C

SAM 2.5 Submit Request for Software Assessment A/R C

SAM 2.6 Review Non-Standard Software Request I C I A/R I

SAM 2.7 Publish Software Model to Catalogue I A/R

SAM 3.0 Acquire Software Entitlement

SAM 3.1 Create Procurement Request C A/R C

SAM 3.2 Approve Procurement Request I A/R

SAM 3.3 Create/Approve Purchase Order A/R

SAM 3.4 Issue Purchase Order I A/R

SAM 3.5 Receive Notification of PO Fulfillment C A/R I

SAM 4.0 Maintain Software Entitlements

SAM 4.1 Determine Software Model and License Type C A/R C

SAM 4.2 Assign Agreement Type and Duration C A/R C

SAM 4.3 Assign License Metric C A/R C

SAM 4.4 Assign Procurement Information C A/R C C

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Software Product

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager

Manager

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 4.5 Relate Previous Entitlement Record C A/R C

SAM 4.6 Associate Financial and Contractual C A/R

Information

SAM 4.7 Complete/Update Software Entitlement Record C A/R C C

SAM 5.0 Allocate Software Entitlement

SAM 5.1 Allocate Entitlement Rights to User/Device A/R

SAM 5.2 Remove Entitlement Rights from User/Device A/R C

SAM 5.3 Cancel non-SaaS Software Subscription A/R

SAM 5.4 Reserve Entitlement Rights A/R C

SAM 6.0 Create Software Installation Records and

Normalize Discovery Models

SAM 6.1 Discover CIs and Installed Software Automated

SAM 6.2 Create Citrix Software Installation Records Automated

SAM 6.3 Create/Update Software Installation Record Automated

SAM 6.4 Group Software Installation Records into Automated

Discovery Model

SAM 6.5 Normalize Software Discovery Models Automated

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Software Product

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager

Manager

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 6.6 Categorize Unnormalized Software Discovery Automated
Models

SAM 7.0 Complete Software Discovery Models

SAM 7.1 Review Software Discovery Models C A/R

SAM 7.2 Reject Normalized Software Discovery Model C A/R

SAM 7.3 Resolve Partially Normalized Discovery Models C A/R

SAM 7.4 Resolve Unmatched Software Installations C A/R

SAM 7.5 Create Pattern Normalization Rules C A/R

SAM 7.6 Review Normalization Suggestions C A/R

SAM 7.7 Modify Software Discovery Model I A/R I

SAM 8.0 Perform Software Reconciliation

SAM 8.1 Establish Software Reconciliation Scope A/R R

SAM 8.2 Calculate Effective License Position Automated

SAM 8.3 Review Software Reconciliation A/R R

Results

SAM 8.4 Identify Remediation Actions for Non-Compliant A/R R

Software

SAM 8.5 Execute Remediation Actions I A/R R C C C C

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Software Product

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager

Manager

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 9.0 Optimize EUC Software Installations

SAM 9.1 Create Reclamation Rules A/R R

SAM 9.2 Produce Monthly Software Usage Report Automated

SAM 9.3 Create/Update Removal Candidates Automated

SAM 9.4 Execute Reclamation Rules & Create Software Automated

Removal Request

SAM 9.5 Review and Approve Software Removal R A/R I

Request

SAM 9.6 Validate Software Removal Request I I A/R R

SAM 9.7 Perform Software Revocation Automated

SAM 10.0 Process Software Usage Information

SAM 10.1 Analyze Usage Data A/R R

SAM 10.2 Create User or Device Client Access Record for A/R R
Version/Edition

SAM 10.3 Update User or Device Count on Client Access A/R R

Record

R: Responsible, A: Accountable, C: Consulted, I: Informed

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Software Asset Management activity description
Software Asset Management process overview

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product names, and logos may be trademarks of the respective companies with which they are associated.
Process activity Description
Discovery of raw software installation data through utilization of discovery tools such as
Discover Installed Hardware and Software ServiceNow Discovery or Microsoft SCCM.

Create software installation records which are associated with the appropriate CI computer
record in the CMDB.

The software installation records are aggregated into Software Discovery Models that include
Create SW Installation Records and Normalize
normalized values of the discovered publisher, product and version values to enable a clear
Discovery Models
understanding of installed software for reconciliation with purchased entitlements. Non-
normalized discovery models can be sent to the ServiceNow SAM Content Delivery Service
(CDS) organization for normalization.

Reviewing Discovery Models that are less than fully normalized (if not normalized by SAM
CDS). The recommended approach is to start by working with the publishers that represents
the largest software spend within an organization. The focus should be on normalizing
software products that are licensable.
Complete Discovery Models
This process includes the creation of custom products and pattern normalization rules if the
Software Product is not defined in SAM Pro.

Creation or modification of Software Model records that match the publisher, title and
version/edition of software that requires tracking within an organization. The Software Model is
mapped to a Software Discovery Model to enable reconciliation.
Maintain Software Models and Lifecycles
Software Models are where software entitlement, metric attributes and discovery data is
configured so that Reconciliation can compare entitlements to installations.
Creation and submission of requests for software. This includes requests for standard and non-
Request Software Entitlement standard software requests.

Determination of acquisition requirements and creation / issuance of purchase orders for

Acquire Software software entitlements.

Creation or modification of a software entitlement record that represents the number of

purchased and available rights for a software product, the associated license group (e.g.
Oracle, Microsoft, IBM), license metric (e.g. per named user, per device), details of
Maintain Software Entitlements
user/device allocations and links to software license contracts. At a minimum, a software
entitlement record must include the license type/metric, license duration and number of
purchased rights.

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product names, and logos may be trademarks of the respective companies with which they are associated.
Process activity Description

Software Entitlements are counted in different ways. Some are counted per device, where
every installation counts as a right used. Some are counted per user, where all the installations
for a user count as a right used. Sometimes the number of rights used depends on hardware
characteristics, such as how many processors the device has or how many cores are in the
processors.
The License metric, defined on the Software Entitlement, identifies how the reconciliation
process counts the rights used.

Perform reconciliation of software entitlements and discovered software to calculate the

number of entitlement rights used and determine effective license positions. Only licensable
Software Models will be included in Reconciliation, which will return reconciliation results.
Perform Software Reconciliation
Review and analysis of reconciliation reports to determine required actions to address non-
compliant software installations. This includes the creation of allocations, removal of
unlicensed and unused software and purchasing new rights.

Identification of unused or infrequently used software to establish removal and removal

Optimize EUC Software Installations
actions.
Just because an organization owns enough rights to cover all the installations of a software
title in their environment does not mean that the software was authorized for use on all those
systems. Maintaining software entitlement allocations allows for the identification of devices or
users authorized (via a Request Management process) to use the software.
Allocation is the first step to optimize software usage in the environment. When it is known
where the software is authorized to run, installations that are not authorized can be
Allocate Software Entitlement addressed.
As a leading practice, software entitlements should be allocated to a user or a device to
indicate the user or device that is approved to use the software and multiple rights may be
assigned to a single user or device. Some license metrics also enforce this methodology – for
example, Per Named Device and Per Named User both enforce entitlements to be allocated.
When these metrics are used, the software is not compliant unless entitlements have been
allocated.

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ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
 Software Asset Management planning and initial deployment
The following activities require considering prior to commencing the implementation of Software Asset Management on the
ServiceNow Platform.

Activities Description
The Software Asset Management Team, under direction of SAM Process Owner, along with key stakeholders,
defines the Software Asset Management Plan. The Software Asset Management Plan will be unique to each
organization and is based on industry leading practices s and the needs of the organization it serves.

Scope
Interrelated services such as Request Management, Procurement, Hardware Asset Management, Application
Portfolio Management and Change Management
Environments and infrastructure
KPI’s and Metrics

Requirements
Alignment to software asset management policy and business strategy
Link to business, service management and contractual requirements
Produce initial Software
Asset Management plan Summarize requirements for accountability, traceability, auditability

Policies
Internal standards, e.g. naming conventions, change, purchasing, harvesting (re-use)
Audit criteria

Organization
Roles and responsibilities
Governance board
Authorization for establishing the initial population of software asset records into ServiceNow and management of
day-to-day SAM functions

Processes and Procedures

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product names, and logos may be trademarks of the respective companies with which they are associated.
Activities Description
See 3.1
Training and knowledge transfer
Relationships and interfaces with other processes and groups

Models and Entitlements

Required attributes for software models and software entitlement records

Under the guidelines and structure formulated in the Software Asset Management Plan, perform an initial load of
Populate repository with
Software installation data from the organizations historic repository(s) (including migrations from the SAM Plugin)
pre-existing software
into the Now Platform.
installation data
One of the first steps to implement a SAM practice is to identify what you have purchased to use in your
environment. This is tracked as a Software Entitlement record. There are various sources for this information, such as
reseller reports and purchase orders. The use of software entitlement information in reseller reports provided by the
organization’s software vendors to create/populate software entitlement records is the recommended
practice. This is because the software entitlement record in ServiceNow leverages a Publisher Part Number (PPN)
Populate repository with and most organizations don’t have the PPN readily in hand. The PPN is always included in the reports that the
pre-existing software software vendor provides to the publisher under the terms and conditions of their reseller agreement.
entitlement data
The recommended approach is to use the template to import software entitlements into ServiceNow. Refer to:

https://docs.servicenow.com/bundle/paris-it-asset-management/page/product/software-asset-
management2/task/view-entitlement-import-errors.html

Under the guidelines and structure formulated in the Software Asset Management Plan, perform an initial load of
Software license contract and maintenance data from the organizations historic repository(s) into the ServiceNow
Populate repository with
Platform.
pre-existing software license
https://docs.servicenow.com/bundle/paris-it-service-management/page/product/contract-
contract data
management/concept/c_ContractManagement.html

Populate repository with If the Software Asset Management Plan includes the management of usage-based licenses, including the
pre-existing software usage reconciliation of Client Access Licenses, obtain user/device counts and load this information into the ServiceNow
information Platform.
See attached link for details of importing financial transactions:
Software Spend Detection

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product names, and logos may be trademarks of the respective companies with which they are associated.
Activities Description
https://docs.servicenow.com/bundle/paris-it-asset-management/page/product/software-asset-
management2/concept/software-spend-detection.html
You can set default reconciliation properties such as grouping and reconciliation debugging. Refer to:
Set up SAM Professional
properties https://docs.servicenow.com/bundle/paris-it-asset-management/page/product/software-asset-
management2/reference/sam-properties.html
Conduct an initial software reconciliation in SAM Professional to evaluate both the Software Asset Management
process and initial data integrity. Refer to:
Perform initial reconciliation
https://docs.servicenow.com/bundle/paris-it-asset-management/page/product/software-asset-
management2/task/t_RunReconciliation.html
Validate the continued functionality of Software Asset Management during application development and after
upgrades. Copy and configure these automated SAM tests to identify customizations needing review. All test suites
Software Asset and tests should pass.
Management Test Suite
https://docs.servicenow.com/bundle/paris-it-asset-management/page/product/software-asset-
management2/reference/quick-tests-sam.html

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product names, and logos may be trademarks of the respective companies with which they are associated.
Maintain software models and lifecycles

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role

Link from Request Software Entitlement (SAM 2.0) process Software model
because following approval of non-standard software, a information
software model requires creating to enable procurement
and catalogue management activities.

Link from Maintain Software Entitlements (SAM 4.0) process

because a new Software Model is required in order to Software model
create an entitlement record (product not defined in information
Publisher Part Number Library).

Link from Acquire Software Entitlement (SAM 3.0) process

Software model
because in order to create a procurement request for a
information
software entitlement, a software model requires creating.

When the software product is not defined in the PPN • Custom software
Library and no Software Model exists, initiate actions to product
Identify software
SAM manually create a Software Model by identifying the Software model information
publisher and
1.1 Publisher and Product. If the Publisher and/or Product do information
product • Software model
not exist, proceed to SAM 1.2 to create a Custom Software
Product record. Otherwise, proceed to SAM 1.3. record [WIP]

Establish Publisher, Product and Product Type (e.g.

licensable) and create a Custom Software Product.
Identify if the product relates to subscription software.
• Custom software
When appropriate, create a new Company record if the Custom software
SAM Create custom product record
Publisher is not represented in the SN Platform. SAM Admin product
1.2 software product • Software model
Note: All licensable products require a Software Model. information
record [WIP]
When the custom software product is completed,
proceed to SAM 1.3 and add additional information into
the Software Model record.

Link from Perform Software Reconciliation (SAM 8.0)

Software model
process to create new Software Models for discovered Automated
information
products with unlicensed installations

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role

Link from Maintain Software Entitlements (SAM 4.0) process

Software model
because a new Software Model requires creating based Automated
information
on the definition in the Publisher Part Number (PPN) Library.

Create discovery mapping conditions by associating a • Software • Software model

Discovery Map (DMAP) to the Software Model to ensure model record [Updated]
that when software reconciliation is executed, discovered record
• Discovery mapping
software installations associated with a Discovery Model
• Discovery conditions
are mapped to the correct Software Model and linked
maps [Updated]
entitlements.
• Software
Note: this step is automated when (a) creating software
model
entitlement records and the software model is represented
information
as publisher part number in the SAM Content Library; (b)
during software reconciliation when unlicensed
installations are discovered for a software product that has
no software model defined.
For Software Models created using custom software
products (SAM 1.2) and non-custom software products (i.e.
Software Model requires creating because no Publisher SAM
SAM Assign/create
Part Number is available (SAM 1.1), define the mapping Admin/
1.3 Discovery Map
conditions and add them to the Software Model in order Automated
to map the Software Model to the appropriate Discovery
Model during software reconciliation. The mapping
conditions include Edition/Version, Language and
Platform. The assignment of the conditions (e.g.
version/edition) will update the Display Name associated
with the model.
If a Publisher has software installation-specific licensing
conditions such as whether the software is installed on a
development/test/DR server OR when specific versions of
a software model require excluding during license position
calculations, include this information as a software install
condition in the software model. Note that software install
conditions can only be created for software models
without a DMAP assigned.

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role

Link to Complete Software Discovery Models (SAM 7.0)

process because following the creation of a Software
Model and discovery mapping conditions associated with
Software model record
a custom product, pattern normalization rules require
setting to enable the normalization of the Discovery Model
associated with the custom product.

When a software contract allows for rights to use future or

previous versions associated with the ‘primary’ software
entitlement (i.e. no requirement to acquire upgrade rights
from previous entitlements), assign the downgrade
software models associated with the software model.
• Software
Note: For Microsoft software models which have been contract
assigned a DMAP via the SAM Content Service, information
downgrade rights are automatically populated in the
software model record along with the Next Version • Software • Software model
Assign upgrade software model (upgrade rights). SAM model record [Updated]
SAM
and downgrade Admin/ record
1.4 When software reconciliation is executed, once the • Downgrade/upgrade
rights Automated
primary version is licensed, the downgrade software • Downgrade rights assigned
models will be licensed in the order they are specified on rights
the entitlement record. • Upgrade rights
Downgrade rights are used in reconciliation for the
following license metrics:
• Common: Per Core, Per Processor, Per User, Per
Device, Per Named User or Per Named Device.
• Microsoft: Per Core, Per Core with CAL.

When applicable (i.e. product suite not created by CDS), • Software

• Software model
associate suite parent Software Model or suite component model
SAM Define suite record [Updated]
Software Model(s). When appropriate, create Software record
1.5 components • Suite components
Models for the parent or children Software Models if not • Product suite
available. assigned
information

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ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role
Assign the inference percentage (if required). This is the
percentage of suite components that need to be present
on a system to count as a suite.
Determine if a specific component in a suite must be
installed to infer that the suite is installed. Choices are:
Optional, Always Mandatory and Mandatory Group.
For example, if the Inference percent is set to 80% and the
Mandatory field is Always Mandatory for Microsoft Access,
these settings specify that Microsoft Access must be
installed along with three out of four other products (e.g.
Word, Excel, PowerPoint, Outlook) to infer that Microsoft
Office Professional is installed on a device.

If the DMAP contains a software lifecycle, this content is

pulled from the content library and associated with the
automatically created software model.
If a software model lifecycle is not populated, determine if
any lifecycle information requires linking to the software
model record. Include the appropriate lifecycle types • Software
model • Software model
(Publisher/Internal) and phases:
record record [Updated]
SAM Assign software • Pre-Release
• Software • Software model
1.6 model lifecycles
• General Availability model lifecycle
• Upgrade lifecycle
information
• End of Life
• End of Support
• End of Extended Support

Following the execution of SAM 1.1 to SAM 1.6, a software Software model Software model record
SAM
SAM Create/ update model record is created. Following creation of the record [Completed]
Admin/
1.7 software model software model, proceed to SAM 1.8 if additional
Automated
attributes require adding to the model.

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ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role
Existing Microsoft software model records are updated to
a new version, following the execution of a scheduled job
which identifies linked Microsoft entitlements covered by
Microsoft Software Assurance (SA) which require updating
to a higher version.

Link to Maintain Software Entitlements (SAM 4.0) process

because following auto-creation of the software model
record AND to cascade upgrade/downgrade rights to the Software model record
software entitlement record.

Link to Perform Software Reconciliation (SAM 8.0) process Automated

to provide Software Model and associated data attributes Software model records
into the software reconciliation process

Link to Technology Portfolio Management operational • Software lifecycle

process because a software model lifecycle in the record
Software Model is available.
• Software model
(only applicable if the APM module is installed) record

Time trigger to verify/update the software attributes of

existing Software Models. This could be resultant from Software model
reports that indicate that software model attributes are attributes require
incorrect. updating

Link from Allocate Software Entitlement (SAM 5.0) process

because a software asset has been uninstalled and retired Software
and an update is required to the software model status to retirement
reflect the software retirement. information

For newly-created software models, establish if the model • Software • Discovery mapping
Review/update requires any additional attributes adding, including Model model conditions
SAM
software model Status (i.e. In Production) and Business/Product Owner. SAM Admin record
1.8 • Software model
attributes Verify and determine updates to software model attributes • Software updates
following the creation of the Software Model OR during model

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role
the lifecycle of the Software Model to determine if any attribute
required updates. This includes: validation
required
• Setting Blacklisted software indicator.
• Software
• Setting License under management indicator.
retirement
Reconciliation will exclude any software models which
information
have the ‘License under management’ flag un-
checked.
• Verifying the inference percentage assigned to a
software suite and the suite children associated with
software suites which have been auto-created from
the Content Library are correct and, when
appropriate update the suite children data attributes
and adjust inference percentage.
• Verifying discovery mapping conditions (specifically
software installation conditions) on the software model
record. When applicable, perform necessary updates
to the mapping conditions
• Verifying the Metric Attributes to ensure the ‘maximum
installs’ value is set correctly. When appropriate,
update attribute to reflect the correct value for each
license metric.
• Determining if Downgrade rights require creating or
updating.
Full list of software model data attributes:
• https://docs.servicenow.com/bundle/paris-it-
service-management/page/product/product-
catalog/concept/c_CreatingSoftwareModels.html

Link to Maintain Software Entitlements (SAM 4.0) process

because following creation of the Software Model,
Software model record
additional attributes can be added to the Software
Entitlement

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role

Link to Request Software Entitlement (SAM 2.0) process

following the completion of the required software model Software model record
record.

Link to Acquire Software Entitlement (SAM 3.0) process

following the completion of the required software model Software model record
record.

© 2020 ServiceNow, Inc. All rights reserved.

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product names, and logos may be trademarks of the respective companies with which they are associated.
Request Software Entitlement

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Task trigger to submit request for software Requester Software

entitlement
requirement

Review software catalogue (or equivalent Request Requester Software • Software model
Management process/system) and identify the required entitlement identified
SAM Identify software software model. requirement
• Software model
2.1 requirements If required software model is defined in the catalogue not in catalogue
and available for request, proceed to SAM 2.2, otherwise
proceed to SAM 2.5.

Create and submit the request for the software. Requester Software model • Software request
identified requires approval
The software model associated with the software request
will determine (a) if approval is required; (b)whether a • Entitlement
check is required to establish any entitlements are check required
available to fulfill the request prior to any procurement
SAM Submit request for • Software
activity; (c) whether the software can be deployed
2.2 software deployment
without an approval, entitlement check or procurement
required
action (e.g. freeware, enterprise software)
• Software
entitlement
procurement
requirements

Approve the software entitlement request. • Software

entitlement
Following approval, the software model fulfillment
request
workflow associated with the approved software request
[Approved]
will determine (a)whether a check is required to establish
any entitlements are available to fulfill the request prior Software request • Entitlement
SAM requires approval
Approve request to procurement and (b) whether the software can be Approver(s) check required
2.3 deployed without an approval, entitlement check or
• Software
procurement action.
deployment
required
• Software
entitlement

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product names, and logos may be trademarks of the respective companies with which they are associated.
 procurement
requirements

Link to Request Fulfillment operational process because Software deployment

the requested software can be immediately deployed required
to the device/end user

Link from Change Management operational process to Entitlement check

check for available entitlements required to fulfil a required
Change Request.

Determine if the requested software entitlement is SAM Admin • Entitlement • User/device

available and can be allocated to the user or device. Check allocation
Required information
When appropriate, login to a vendor licensing portal to
SAM Check available
determine if entitlement allocations are available. • Software • Software
2.4 entitlements
If entitlements are not available, initiate actions to entitlement entitlement
acquire the entitlements. Otherwise, proceed to SAM 5.0 request procurement
to allocate the entitlement. requirements

Link to Acquire Software Entitlement (SAM 3.0) process Software entitlement

because there are no available license rights to allocate procurement
to the requested software entitlement. requirements

Link to Allocate Software Entitlement (SAM 5.0) process to User/device

create user/device allocations for available software allocation information
entitlements

In situations when the required software model is NOT Requester • Software Non-standard
defined in the catalogue and available for request, model not in software request
submit a request to the appropriate technical/software catalogue
Submit and governance authority to review the non-standard
SAM monitor request • Non-standard
software requirement and establish if the software model
2.5 for software software
can be approved for use.
assessment request
Receive feedback from the software governance team reviewed
as to whether the request has been approved or
rejected.

© 2020 ServiceNow, Inc. All rights reserved.

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Link from Maintain Software Models and Lifecycles (SAM Software model
1.0) process following the creation of a software model record

Review non-standard software request and determine if Software • Non-standard • Software

(a) the software can be approved for use within the IT Governance software catalogue
environment (b) the software model requires including in Manager request update required
the software catalogue (c)an end-user’s catalogue view
Review Non- • Software • Non-standard
SAM requires updating so that they can request a previously
standard software model record software request
2.6 approved software model.
request reviewed
Provide feedback to the Requester following review and
if the software is approved for use, initiate actions to
create software models and/or publish the model into
the software catalogue.

Link to Maintain Software Models and Lifecycles (SAM Non-standard Software model
1.0) process because following approval of non- software request information
standard software, a software model requires creating to reviewed
enable procurement and catalogue management
activities.

Obtain information to publish the updated/completed Software Software Software Catalogue

Software Model into the Software Catalogue. This Catalogue catalogue update [Updated]
information includes: required
• Customer price
Publish Software
SAM • Software model description/image
Model to
2.7
Catalogue • Software fulfillment workflow
• Software model supplier
• Users/groups/departments/locations that can
request the software

© 2020 ServiceNow, Inc. All rights reserved.

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product names, and logos may be trademarks of the respective companies with which they are associated.
Acquire software entitlement

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Link from Request Software Entitlement (SAM 2.0) • Software

process because there are no available license rights entitlement
to allocate to the requested software entitlement. procurement
requirements
• Non-standard
software
approved for use

Link from Maintain Software Models and Lifecycles

Software entitlement
(SAM 1.0) process because following the completion
procurement
of the required software model record, a
requirements
procurement request can be completed

Link from Monitor SaaS Software Models (SaaSLM 1.0) Software entitlement
because addition SaaS license rights are required procurement
requirements

Link from Perform Software Reconciliation (SAM 9.0) Software entitlement

process to create a purchase request to procure procurement
rights to true-up a non-compliant license position requirements

Review software requirements and determine if a • Software Procurement

quote is required from the software vendor to initiate entitlement Request
the procurement process. If required, engage with procurement
appropriate vendor to obtain a quote. requirements
Complete the Procurement Request (ServiceNow PO • Software
record if Procurement Plugin is activated) and record License
Create
SAM the following attributes: Contract
Procurement SAM Admin
3.1 Information
Request • Vendor/Publisher
• Software
• Software Model
Vendor Quote
• Number of required entitlement rights
• License Metric/Group
• Downgrade/upgrade parameters

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
 • Maintenance/support requirements
When applicable, refer to the Publisher Software
License Contract to ensure the details in the
Procurement Request are correct.
Ensure vendor quote and any other supporting
documentation is attached to the Procurement
Request and submit for approval.
In situations when a Procurement Request requires
manually creating (e.g. to procure software required
to fulfill a Change Request or Non-Standard Software
Request) and the software model is not available,
create software model.

Link to Maintain Software Models and Lifecycles (SAM

1.0) process because when creating a procurement
request for a software entitlement, a software model
requires creating.

Approve Approve the Procurement Request for the requested Procurement

SAM Procurement request
procurement software and proceed to create and issue the legal Manager Procurement request
3.2 [Approved]
request purchase order.

SAM Create/approve Create and approve legal PO in ERP system. Procurement Purchase order
Procurement request
3.3 purchase order Manager [Approved]

Issue PO from ERP system to selected vendor for Procurement Purchase order
SAM Issue purchase fulfilment. Manager [Issued]
Purchase order
3.4 order

Receive and fulfil Receive PO and when appropriate provide details of External Software entitlement
Purchase order
purchase order information to install the software (e.g. license key). Vendor information

Receive and validate software entitlement SAM Admin Software entitlement • Software
Receive information from the publisher/vendor. This includes information entitlement
SAM details of the PO number, license key information and record
notification of PO
3.5 number of purchased entitlement rights.
fulfillment
Assign purchased rights to user/device (if known)

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Notes: • Allocated
software
1. if the Procurement Plugin is activated,
entitlement
update ServiceNow PO record and ‘receive’
the software entitlement. The receipt action • Purchase order
automates the initial creation of a Software information
Entitlement record.
2. if the Procurement Plugin is not activated,
proceed to SAM 4.1 to manually create the
entitlement record.

Link to Maintain Software Entitlements (SAM 4.0) Automated • Software

process to create/update a software entitlement if entitlement
record. Procurement record
Plugin is • Purchase order
activated information

Link to Allocate Software Entitlement (SAM 4.0) Automated Allocated software

process to create user/device allocations. if entitlement
Procurement
Plugin is
activated

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
Maintain software entitlements

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Link from Maintain Software Models and Lifecycles (SAM

1.0) process because following manual or automatic Software model
creation of the Software Model, the software record
entitlement record can be created.

Link from Create Contract Record (COM 2.0) process

because a new software license contract (e.g.
Software contract
Enterprise License Agreement) is available for use and
information
the software models and entitlements covered by the
contract require representing in the SAM repository.

Time Trigger to create new entitlement records following

Software contract
the expiration of a Microsoft Software Assurance (MSA)
information
contract.

Link from Acquire Software Entitlement (SAM 3.0) process Purchase order
to manually create a software entitlement record. information

When possible, use the Publisher Part Number (PPN) field

to populate the Publisher, Product, Version Number/
Edition, Platform and Language of the software product.
Once selected, and a corresponding software model is
available, the model is automatically assigned along
with the associated Discovery Map (DMAP) and other • Software model
attributes associated with the DMAP – downgrade rights, record
product suites and software model lifecycles. • Software
• Software
Determine entitlement
SAM If the product is available in the Publisher Part Number contract
software model SAM Admin record [WIP]
4.1 Library, but a corresponding Software Model record information
and license type • Software model
cannot be located, the software model and DMAP is • Publisher part
created automatically. information
number library
If the product is not defined in the PPN library, manually
create a software model record .
Following the manual creation of the software model
when no PPN is available, set the License Type to
Perpetual, Subscription or Upgrade. When Microsoft part
is selected as a Publisher, the following license type are

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ID Tasks Procedures Primary role Input Output
available: Perpetual, Software Assurance, Perpetual +
Software Assurance, Subscription and Step-up are
available.
For upgrades from previous entitlements to new
entitlements (License Type = Upgrade), select the
owned entitlements that require upgrading to the new
version. The owned entitlements can be for the same
number or less than the number of upgrade rights
purchased.
Set the number of rights that need to be upgraded to
the new version. This reduces the amount of active rights
on the entitlement record of the software version which
is being upgraded from.
Note: Purchased Oracle database options require
separate software entitlements. Enter details in the
Database option field (visible when Product = DB Server
in the software model form).

Link to Maintain Software Models and Lifecycles (SAM

Software model
1.0) process to manually or automatically create a new
information
Software Model

Assign Agreement Type (e.g. ELA, Generic or publisher-

specific agreement)
For all Agreement Types, refer to:
https://docs.servicenow.com/bundle/paris-it-asset- • Software
management/page/product/software-asset- contract
management2/reference/agreement-types.html information
SAM Assign agreement Software entitlement
SAM Admin
4.2 type and duration Assign license duration (e.g. Perpetual, Subscription). • Software record [Updated]
Notes: entitlement
record
1. For all subscription entitlements and Microsoft
entitlements with a Software Assurance,
Perpetual + Software Assurance and Step-up
license type, the start and end dates of the
contractual period are mandatory.

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output
https://docs.servicenow.com/bundle/paris-it-
asset-management/page/product/software-
asset-management2/task/create-entitlement-
microsoft-sa.html
2. While a software entitlement for subscription
software is under maintenance in the
contractual period, the ‘In Maintenance’ box of
the entitlement record is checked.

Define Metric Group (e.g. Common, Subscription,

Microsoft, Adobe, Oracle, Citrix, VMWare, IBM, SAP) and
License Metric (e.g. User Subscription, Per User, per
Device, Per Named User, Per Named Device, User CAL,
Device CAL) to calculate effective license positions
during reconciliation.
For all Metric Groups and License Metrics, refer to:
• Software
https://docs.servicenow.com/bundle/paris-it-asset- contract
management/page/product/software-asset- information
management2/reference/software-entitlement-
fields.html • Software
SAM Assign license Software entitlement
SAM Admin entitlement
4.3 metric Notes: record [Updated]
record
1. In situations when a Metric Group and/or • Custom license
License Metric is not defined (e.g. obscure or metric
specialized software), a Custom License Metric information
can be scripted and associated with the
entitlement record.
2. The selected license metric automatically
associates metric attributes (e.g. how many
core processors to count per license) to the
software model record which is referenced
during the calculation of license positions.

Assign Assign the number of rights associated with the • Software

SAM Software entitlement
procurement purchased software entitlement. For Microsoft Software SAM Admin contract
4.4 record [Updated]
information information

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output
Assurance renewals, enter the number of rights that • Software
require renewing. entitlement
record
In situations when Purchased Rights are ‘‘received’
following the issuance and receipt of a PO during
procurement process (see SAM 3.5), this step is
automated.
Document unit and total cost of purchased software
entitlement and other PO and invoice information (if not
already pre-populated).
In situations when a Microsoft SA has expired and an
entitlement record has been created to reflect the
reflect the new SA, proceed to SAM 4.5 to link the
entitlement record associated with the expired SA.

Locate the entitlement record linked to the expired

software assurance agreement and enter the amount of
rights that require renewing. Once the original perpetual
licenses entitlement is linked, the amount of renewed
rights renewed is tagged is being under an active
maintenance contract.
Link previous
SAM In situations when only a subset of the rights associated Software Software entitlement
entitlement
4.5 with the original entitlement require renewing, enter the entitlement record record [Updated]
record
number of rights that require renewing and this will
reduce the number of rights under maintenance on the
original entitlement record and create a new
entitlement record (License Type = Perpetual;
Maintenance flag is unchecked) for the balance of the
rights not renewed.

Link from Acquire Software Entitlement (SAM 3.0) process • Software

to add attributes following auto-creation of the software entitlement
entitlement record. record

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Refer to the Publisher licensing terms and conditions and

establish if the entitlement rights for software
compliance are for a specific company/legal entity,
site/ location or department. If such conditions are
stipulated, add the appropriate attributes to the
Software Entitlement.
Establish if any internal policies regarding the use of • Software
• Software
Associate software by a particular department or cost center entitlement
entitlement
SAM financial and require reflecting on the Software Entitlement. If any of record
record [Updated]
4.6 contractual these dimensions are relevant, set the value
• Software
information accordingly. • Entitlement linked
contract
to contract
Determine if any downgrade/upgrade parameters information
require associating with the entitlement record (if not
already pre-populated) and when applicable, add this
information to the entitlement record.
When appropriate, add details associated with lease
contracts and warranty end-dates and link the
entitlement to a software license contract

Link to Modify Contract Record (COM 3.0) process Entitlement linked to

Automated
because a new entitlement is linked to a contract. contract

Link from Procurement/Contract Management

operational process because amendments to a
Publisher license
publisher’s licensing terms and conditions (e.g. changes
amendment
to upgrade/downgrade parameters) require
representing in the software entitlement records.

Link from Modify Contract Record (COM 3.0) process

because a software license contract has been Software contract
cancelled and an update is required to the status of the cancellation
entitlement records that were covered by the cancelled information
contract.

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Complete initial creation of a software entitlement

record OR modify data attributes in an existing record
Upon creation/update, the active rights will be updated • Purchase order
to reflect the number of purchased rights. Other key information
information that requires including in the entitlement
record: • Software
contract
• Changes to location, department and cost center cancellation
information information
• Software
Complete/update • Updates to the status of the Software Entitlement • Software entitlement
SAM software (Note: Status will change to ‘Retired’ when the end- entitlement record [Updated]
SAM Admin
4.7 entitlement date associated with a subscription license passes) information
record • Software model
When applicable, proceed to SAM 5.1 to • Publisher license updates
assign/allocate the entitlement to a user/device. amendment
Note: • Software
When the status of an entitlement record is updated to retirement
‘Retired’ (i.e. the software license contract is cancelled, information
or software asset is retired/uninstalled from a production
environment), the active rights will reduce to zero.
Determine if the status of the Software Model requires
updating.

Link to Allocate Software Entitlements (SAM 5.0) process Allocation

to create user/device allocations. information

Link to Monitor SaaS Software Models (SaaSLM 1.0)

process to provide details of the number of rights Software entitlement
purchased for population into the license usage record
summaries

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product names, and logos may be trademarks of the respective companies with which they are associated.
Maintain software entitlement allocations

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output

Link from Install/Move/Add/Change Asset (HAM 5.0) • Allocation

process to create or remove user/device allocations information
following hardware swap-out
• Service request

Link from Request Software Entitlement (SAM 2.0) process • Allocation

to create user/device allocations for available software Automated information
entitlements
• Service request

Link from Perform Software Reconciliation SAM (8.0)

Allocation
process to allocate entitlement rights following analysis Automated
information
of remediation options

Link from Maintain Software Entitlements (SAM 4.0) Allocation

process to create user/device allocations information

Link from Acquire Software Entitlement (SAM 3.0) process Allocation

to create user/device allocations information

A user or device allocation is created from a software

entitlement to specify a user or device to which rights
have been allocated.
Create or update user/device allocation records
following the:
• acquisition of entitlements that require allocating to a
user/device (if Procurement Plugin is activated, • Allocation
Create user/device allocations can be added during the information
SAM User/device
user/device ‘receiving’ process – see SAM 3.5)
5.1 • Service request allocation record
allocation record
• identification of available rights during Request • Change request
Software process (see SAM 2.4)
• execution of software reconciliation, where it was
identified that a user/device allocation requires
creating (automated)
When allocating entitlements to a user or device, ensure
the following information is updated:

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output
• Quantity of entitlements allocated (note: multiple
rights become relevant where many rights are
needed to fully license a device, such as with a ‘per
core’ license metric).
• Assigned To (user)
• Allocated To (device)
• Assigned Date
• License Key (when applicable)
Refer to PO information, Service/Change Request or
usage/subscription reports to ensure that the allocations
are created correctly. When appropriate, engage with
the user or CI Administrator to verify that the entitlements
are associated with the correct user/device.
Note: in situations where cloud licenses are tracked in a
vendor portal (e.g. Adobe CC/Office 365), allocate
license to user/device in the portal.

Link to Request Fulfillment operational process to fulfill

Allocated software
request to deploy software that is allocated to a device
entitlement
or user.

Link from Retire Asset (HAM 7.0) process to remove • Unused software
device/user allocations following asset retirement entitlement
information
• Service request

Link from Perform Software Reconciliation (SAM 8.0)

Allocation
process to unallocate rights following analysis of Automated
information
remediation options and software usage

Link from Optimize Software Installations (SAM 9.0) Unused software

process to unallocate rights following software Automated entitlement
revocation information

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output

Link from Change Management process to remove Unused software

device/user allocations following change entitlement
implementation information
Change request

A user or device allocation is removed from a software

entitlement usually occurs following:
• Retirement/transfer of hardware assets (including
employee off-boarding) during Request Fulfillment
or Change Management processes
• Software model
• Retirement/uninstall of software models based upon
• Unused software updates
an organization’s technology policy.
entitlement
Update • User/device
SAM • Software reconciliation, where it was identified that an information
user/device SAM Admin allocation record
5.2 allocation requires removing (automated).
allocation record • Service request [Updated]
• Analysis of software usage that identified unused
• Change request • Software retirement
entitlements
information
In situations where a software model is uninstalled due to
retirement, initiate actions to update the Status value in
the Software Entitlement and Software Model records.
If the removed entitlement relates to a user subscription
license, proceed to SAM 5.3 to deactivate the license.

Link to Maintain Software Models and Lifecycles (SAM

1.0) process because a software asset has been
Software retirement
uninstalled and retired and an update is required to the
information
status of the software model and linked entitlement
records associated with the retired software.

Perform necessary actions to de-activate user software

subscription licenses in the event of an employee
Software
SAM Cancel software changing roles or leaving the company. This may require Cancelled software
SAM Admin retirement
5.3 subscription logging into a vendor cloud/SaaS license management subscription
information
system and updating user or role subscription
information.

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output

Link from Change Management operational process

because available entitlement rights require reserving • Allocation
during Change Assessment so that the rights are information
available following Change approval and used during • Change request
implementation.

Review Change Request and reserve the software • Allocation

SAM Reserve entitlement rights required for Change implementation. information Software entitlement
SAM Admin
5.4 entitlement rights Determine how long the rights require reserving for. record [Updated]
• Change request

Link to Change Management operational process to

notify Change Manager that the required software
entitlement rights are reserved.

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Create software installation records and normalize discovery models

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ID Tasks Procedures Primary role Input Output

Based on pre-determined schedules, execute Automated • Discovered

discovery events to discover physical and virtual software
computers and associated software installations. installations
Discovered CIs are either created or updated into
• Discovered Citrix
the CMDB.
software
If Discovery system identifies new CPU Types (based installations
on a combination of Processor Type/Model and
• Discovered
Server Model) that are not mapped to a Processor
computers
Definition defined by a Publisher, this information is
Discover pushed to Content Curation Team for mapping and • Unmatched CPU
SAM Configuration inclusion in the SAM Content Delivery Service (CDS). types
6.1 Items and
Discovery also recognized file sets that are installed • Recognized File
Installed Software
(not running and not identifiable by probes and Sets
patterns) and their properties, as an input to a SAM
API in Discovery which maps/normalizes the
discovered files with software packages and
identifies normalized publisher, product, version and
edition. File sets normalized by the SAM API
automatically create software installation records
(Discovery Source = SN File Discovery). files can be
manually normalized or sent to the ServiceNow CDS
for normalization.

Discovery captures delivery group mappings to Automated • Discovered Citrix software

published apps and desktops in Citrix. Delivery computers installation records
groups are mapped to AD groups which determines
• Discovered
the users that have potential access to the published
Citrix software
apps. For each user and device (s) assigned to it,
SAM Create Citrix installations
software installation records are created for the
6.2 Software Installs
applications that are mapped to the delivery group.
Citrix software installation records (Discovery Source
= Citrix) are created via a weekly scheduled job. The
software installation record is stamped with the date
when the application in the Citrix farm was last used.

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ID Tasks Procedures Primary role Input Output

Link from Weekly Scheduled Job to update the Automated Subscription

Edition value on Software Installation records related edition
to Office 365 software subscriptions. information

Link from Complete Discovery Models (SAM 7.0) Software

process to add Edition value to an existing software installation edition
installation record. identified

Link from Perform Software Reconciliation (SAM 8.0) Automated Software Model
process because following reconciliation of software matched with
products with linked downgrade rights, a specific Software
software model is associated with the software Installation Record
installation record

Create or update software installation records that Automated/SAM • Discovered • Software

represent software installed within an organization’s Admin software installation
network environment. installations record
[New/Updated]
Software installation records are associated with the • Citrix software
Physical or Virtual CI record in the CMDB. installation • Software
Software installation records are updated in the records discovery model
Create/update
SAM information
software following situations: • Subscription
6.3
installation record • Undiscovered Edition value requires adding to edition
the software installation record (automated for information
Office 365 installation records) • Software
• During review of Discovery Models, an Edition installation
value required adding to a software installation edition
record identified

Aggregate the software installation records, created Automated Software Software discovery
Group software in SAM 6.3, that have the same publisher, product installation records model [WIP]
SAM installation and version into the same Software Discovery Model
6.4 records into (Note: Newly discovered software installations inherit
discovery model the normalized values in the corresponding Discovery
Model, if one exists).

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ID Tasks Procedures Primary role Input Output
If a Software Discovery Model doesn’t exist, one is
automatically created for each software installation
that has the same discovered publisher, product and
version.
Note: For IBM software installation data that is
provided via the ILMT integration, only the
Discovered Publisher and Discovered Product are
required to form a Software Discovery Model. No
product version will be discovered. Such Discovery
Models require manually normalizing.

Link from Complete Software Discovery Models (SAM Pattern

7.0) process to provide pattern normalization rules for normalization rules
custom products into the normalization process

Utilizing the OOTB normalization rules (updated Automated • Software Completed

weekly via CDS) and via manually created pattern discovery normalization process
normalization rules, the Discovery Model is updated model
to include the normalized product, publisher and
• Local software
version values.
library
The daily normalization scheduled job also identifies
• Pattern
the following additional information that will be
normalization
Normalize populated into the Software Discovery Model:
SAM rules
software • Product Type (Licensable, Patch, Driver, Child)
6.5
discovery models
• Platform of Discovered Software
• Language of Discovered Software
• Edition of Discovered Software
• Full Version Number
On occasion, a software title will not normalize. In
these situations, proceed to SAM 6.6.

Link to Perform Software Reconciliation (SAM 8.0) Automated Normalized discovery

process to provide normalized Software Discovery model

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output
Models to match up with entitlements purchased to
calculate effective license positions.

If the Discovery Model cannot be normalized or fully Automated Completed Unnormalized

normalized with Publisher, Product and Version normalization discovery model
values, an attempt is made to partially normalize the process
Discovery Model using the Discovered Publisher and
Discovered Product values. If a match is found, the
Publisher and Product values are set, normalization
status is set to Partially Normalized and the rest of the
Discovery Model (Version and additional information
such as Platform and Edition) requires manual
update.
If the Discovery Model cannot be normalized using
the Discovered Publisher and Discovered Product
values, the Discovered Publisher is validated in the
normalization engine. If a match is found, the
Publisher value is set, normalization status is set to
Categorize
SAM Publisher Normalized and the rest of the Discovery
unnormalized
6.6 Model (Discovered Product/ Version and additional
discovery models
information) requires manual update. If no Publisher
match is found, the normalization status is set to
Match Not Found.
Note: If only Publisher and Product fields are
normalized, and the Product Type is ‘Not Licensable’,
‘Child’, ‘Driver’ or ‘Patch’, the normalization status is
Normalized.
The unnormalized or partially normalized Discovery
Models can be reviewed/analyzed for remediation
(SAM 7.0 – Complete Discovery Models) or if no
action is taken, the Discovery Models with Partially
Normalized, Publisher Normalized or Match Not
Found statuses are transferred to the ServiceNow
SAM Content Delivery Service so that the ServiceNow
Content Curation Team can create new discovery

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ID Tasks Procedures Primary role Input Output
rules (assuming that the organization has opted in to
the SAM Content Delivery Service).

Link to Complete Software Discovery Models (SAM Partially normalized

7.0) process to review partially normalized Software discovery model
Discovery Models following the normalization
process.

Link to Complete Software Discovery Models (SAM Unnormalized

7.0) process to create Software Discovery Models for discovery model
software installations that could not be normalized
during the automated normalization process

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Complete software discovery models

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Link from Create Software Installation Records and Rejected software

Normalize Discovery Models (SAM 6.0) process to review discovery model
Software Discovery Models following the normalization
process.

Review the list of software discovery models. Review as • Partially

follows: normalized
discovery model
• Normalized models – when relevant, identify missing
Edition values that require adding to the software • Software
installation record. Proceed to SAM 6.3 installation
edition identified
• Partially normalized models and Publisher
SAM Review software
normalized models – proceed to SAM 7.3 • Unnormalized
7.1 discovery models
discovery model
• Match Not Found – this occurs when the
normalization process cannot fully or partially
normalize homegrown or obscure/industry-specific
applications not defined in the Software Content
Library review the unmatched Discovery Model.
Proceed to SAM 7.4.

Link to Create Software Installation Records and Software installation

Normalize Discovery Models (SAM 6.0) process to add edition identified
Edition value to an existing software installation record.

Event trigger to reject normalization rules Incorrect

normalization rules

If, during the execution of SAM processes, it is discovered SAM Admin Incorrect • Software
Reject normalized that the normalization rules assigned to a software normalization rules discovery model
SAM discovery model during the automated normalization information
software
7.2 process (SAM 6.0) are incorrect, de-activate the rules to
discovery model • Pattern
avoid future usage and re-set/update the Discovery
normalization
Model for manual update. If the correct

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ID Tasks Procedures Primary role Input Output
Product/Publisher is not available in the content library, rules
proceed to SAM 7.6 to create pattern normalization requirements
rules. Otherwise, proceed to SAM 7.7 to modify the
• Custom software
Discovery Model.
product

Determine the required information to fully normalize the SAM Admin Partially • Software
discovery model (i.e. Product, Version) and modify the normalized discovery model
Resolve partially model in SAM 7.7. When appropriate, create a custom discovery model information
SAM normalized software product for Publisher Normalized Discovery
7.3 software • Custom software
Models if the correct product is not available in the
discovery models product
content library.

Determine if the Discovery Model is licensable and SAM Admin Unnormalized Pattern normalization
whether it requires including for consideration during discovery model rules requirements
Resolve software reconciliation.
SAM unmatched
7.4 software If the software requires licensing, create a custom
installations software product record and proceed to SAM 7.6 to
create pattern normalization rules that will enable
automatic normalization.

Link from Maintain Software Models and Lifecycles (SAM Custom software
1.0) process because following the creation of a model record
Software Model and discovery mapping conditions
associated with a custom product, pattern normalization
rules require setting to enable the normalization of the
Discovery Model associated with the
custom/homegrown software application.

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Create and apply pattern normalization rules that apply SAM Admin • Custom Pattern normalization
for custom software products software rules
model record
Specify text for Discovery to search for in the software
publisher and/or product fields. • Pattern
Create pattern
SAM normalization
normalization Specify the normalized attributes (Product, Publisher,
7.5 rules
rules Product Type, Platform, Language, Version, etc.) to
which the discovered software installation will be requirements
normalized when discovered. When applicable create
new Publisher and Products if not available in the
content library.

Link to Create Software Installation Records and Automated Pattern normalization

Normalize Discovery Models (SAM 6.0) process to rules
provide pattern normalization rules for custom products
into the normalization process

Weekly Time Trigger to review suggested normalization

changes based on Central Software Library content.

Review a Normalization Suggestion to analyze any SAM Admin Suggested • Accepted

conflict between what was manually normalized and normalization normalization
Central Software Library content. changes suggestion
Review
SAM
normalization Accept the suggestion to automatically update the Rejected
7.6
suggestions Discovery Model to the correct normalized values. normalization
suggestion
Reject the suggestion to keep the manual normalized
values.

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Modify existing Software Discovery Models with the • Software Manually normalized
following information: discovery discovery model
model
• Product
information
• Version
• Accepted
• Platform of Discovered Software (if available) normalization
• Language of Discovered Software (if available) suggestion
SAM Modify discovery
7.7 model • Edition of Discovered Software (if available)
• Full Version Number (if available)
Once the Discovery Model is updated, the normalization
status is set to Manually Normalized. Establish if the
manually normalized Discovery Model requires pushing
to ServiceNow for inclusion in the Central Software
Library. Homegrown applications should be excluded
from any data transfer.

Link to Perform Software Reconciliation (SAM 8.0) process Automated Manually normalized
to provide manually normalized Discovery Models to discovery model
match up with entitlements associated with Software
Models to calculate effective license positions.

Daily Scheduled Job to initiate Software Library Content Manually normalized

Curation operational process because manually software discovery
normalized Software Discovery Models require addition model
to the ServiceNow Central Software Library.

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product names, and logos may be trademarks of the respective companies with which they are associated.
Perform software reconciliation

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ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company names,
product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role

Time/Event Trigger to execute and ad-hoc software reconciliation Ad-hoc software

reconciliation
requirements

Prior to performing and ad-hoc reconciliation, ensure that: SAM Admin • Ad-hoc • Software
software publisher
• All processor definition updates have been executed in the Central
reconciliation information
Software Library.
requirements
• Result grouping
• For usage information not automatically derived via platform integrations,
• Client access dimensions
ensure all counts related to user and device usage are entered into the
Establish records
appropriate Client Access record.
SAM software [Updated]
8.1 reconciliation Determine which publishers are in-scope for the ad-hoc software
• Processor
scope reconciliation.
definitions
For software reconciliation calculations where compliance is based on the [Updated]
company and/or location of the installation, establish how the reconciliation
results require grouping (i.e. Company, Country, Region)
Establish if the reconciliation results require grouping by cost center or
department to enable chargeback/showback.

Link from Maintain Software Models and Lifecycles (SAM 1.0) process to Automated Software
receive non-SaaS Software Model and linked entitlement records to enable entitlement
the calculation of effective license positions. information

Link from Complete Software Discovery Models (SAM 7.0) process to receive Automated Software
manually normalized Discovery Models to match up with entitlements discovery models
associated with Software Models to calculate effective license positions.

Link from Create Software Installation Records and Normalize Discovery Automated Software
Models (SAM 6.0) process to receive automatically normalized Discovery discovery models
Models to match up with entitlements associated with Software Models to
calculate effective license positions.

Link from Process Software Usage Information (SAM 10.0) process to receive Automated Software usage
software usage information into the calculation of effective license positions information
of usage-based software licenses.

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role

Link from automated Create SAP Systems Users process to consume System Automated SAP System user
User records (all Named User licenses associated with an individual user) records
from a SAP ERP environment in order calculate license positions for the SAP
Named User license metric by assigning entitlements to the correct System
User.

Link from Monitor SaaS Software Models (SaaSLM 1.0) process to receive Automated Software
SaaS Software Model and linked entitlement records to enable the entitlement
calculation of effective license positions. information

Weekly Scheduled Job to automatically run software reconciliation for all Automated
licensable software. If the reconciliation results require the assignment of
grouping dimensions (e.g. group by country/location, etc.), this requires
configuring in the automated job. The groupings can be set up in the SAM
Pro system properties.

Based on all automated inputs, calculate effective license positions for Automated • Software • Software
selected publishers and produce reconciliation results. This is addressed by publisher reconciliation
matching software installations to the most specific software model based information results
on publisher, product and version. If no match can be found between a
• Software
software installation and software model, the installation will not be licensed.
entitlement
Rules regarding the rank and order in which compliance is calculated are information
built into the reconciliation engine to ensure no double counts occur (e.g.
• Software
Calculate an entitlement may be defined as Per User and Per Device).
discovery
SAM effective For products identified in the reconciliation with unlicensed installations and models
8.2 license no software model exists, a software model record is automatically created
position • Software usage
so that the unlicensed installations can be associated with a Software Model
information
Notes:
• Result grouping
• Only ‘Licensable’ Software Discovery Models are considered during dimensions
reconciliation.
• For software subscription licenses, any use allocations are ignored during
reconciliation since the allocations are handled in the vendor’s licensing
system.

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role
• Adobe Creative Cloud software model will be used to reconcile
installations of CC and CS versions of Photoshop, Dreamweaver,
Illustrator, InDesign, etc.
• Only software models that are set as ‘License under management’ are
considered during reconciliation.

Link to Maintain Software Models and Lifecycles (SAM 1.0) process to create Automated
new Software Models for products discovered with unlicensed installations

Link from Create Software Installation Records and Normalize Discovery Automated Software Model
Models (SAM 6.0) process because following reconciliation of software matched with
products with linked downgrade rights, a specific software model is Software
associated with the software installation record Installation
Record

Review the software reconciliation results in the License Workbench or in a Software Software • Reviewed
Publisher Dashboard. Follow attached link for details of the Publisher Asset Reconciliation Software
Analytics Dashboards: Manager Results Reconciliation
Results
https://docs.servicenow.com/bundle/paris-it-asset-
management/page/product/software-asset- • Removal
management2/concept/c_SAMDashSAA.html Candidates
Reconciliation results are displayed in a layered hierarchy: • Compliance
Product Results - overall compliance status, unlicensed installs, true-up Reports
Review
SAM software costs, over licensed amounts and removal candidates for a software
8.3 reconciliation product. This includes all the publisher’s licensable products that have
results discovered software installs, irrespective of whether entitlements are
available.
Software Model Results - overall compliance status, unlicensed installs,
true-up costs, over licensed amounts removal candidates and
remediation options for a software model.
License Metric Results – displayed by license metric entitlement (e.g. Per
User, Per Device, Per Processor) and displays: Rights owned, Rights used,
Unused rights, Over-licensed amount, Allocated in use, Not allocated in
use, Allocated not in use, Not allocated, Allocations needed

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role
Rights Used by Record (e.g. details of specific users/devices (Installs Used
By) and allocated users/devices (Rights Used By) that consume or have
been allocated rights). This result highlights software rights that are being
used, where the rights have not been allocated (and vice-versa).
The financial values calculated during license compliance are as follows:
• Average Price – aggregated cost of entitlements for a specific license
metric / number of entitlements purchased
• Total Spend - rights owned * average price per right from entitlement
per license metric
• Potential Savings – number of rights associated with reclamation
candidates (unused rights) * average price per right from entitlement
per license metric
• Over-licensed Amount – rights available * average price per right from
entitlement

Notes:
1. Common Per Core, Common Per Processor, Microsoft Per Core,
Microsoft Per Core with CAL are licensed at the product level. This is to
ensure that rights can be shared across software models. All other
reconciliation calculations license software installs at the software model
level.
2. CAL compliance is associated with the Server Software Model
3. Software models may show as Compliant but include unlicensed installs.
This is because the model is part of an Enterprise License Agreement.
4. For Per Named User License Metrics, allocations are created only if the
associated CI record has an ‘Assigned To’ value populated. If no
‘Assigned To’ values are associated, then the installs are deemed to be
non-compliant).
5. For software entitlements associated with the User Subscription license
metric, Allocated in use, Not allocated in use, Allocated not in use, Not

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role
Allocated, Allocations needed results will always be empty since the
subscription software is allocated in the publisher’s licensing system/portal.
Based on the review, identify non-compliant software positions that require
further review. When applicable create reports and circulate them to
applicable parties (e.g. SAP Admin, Oracle Admin) to enable user profiles to
be updated.

Link from Optimize Software Usage (SAM 9.0) process so that removal Removal
candidates can be reviewed and actioned during the remediation of non- Candidate
compliant software (automated). Record

Following review of the reconciliation results associated with each non- Software Reviewed Non-compliant
compliant software product and associated models, analyze the different Asset software software
License Metric results associated with the Software Model result along with Manager reconciliation remediation
the associated remediation options. The following remediation actions are results actions
available:
• Purchase rights needed for unlicensed software.
• Remove unlicensed installs for unlicensed software.
• Create allocations for unallocated installs where available rights exist for
Identify each unique license metric associated with the Software Model,
remediation (except User CAL and Device CAL entitlements) OR create removal
SAM actions for candidates for unallocated installs (‘not allocated in use’).
8.4 non-
compliant • Remove allocations for purchased entitlements that have been allocated
software to a user/device, but the software is not installed (‘allocated not in use’).
• Claim Removal Candidates identified during the Optimize Software Usage
process.
Review the remediation actions and determine approaches for creating or
removing allocations, creating Removal Candidates for installed software
that is unlicensed, reclaiming unused software entitlements for allocation
and when appropriate, purchasing new entitlements.
Note: Remediation options for User Subscription entitlements do not apply,
other than the Purchase rights action.

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role

For remediating non-complaint software models where available rights exist Software Non-compliant • Software
(‘not allocated in use’, ‘allocated not in use’), perform the following actions: Asset software entitlement
Manager remediation procurement
• For ‘not allocated in use’ (rights purchased but not being used), create
actions requirements
allocations from available rights OR create Removal Candidates if it is
determined that the unallocated install requires removing from a • Software
user/device allocation
updates
• For ‘allocated not in use’, create Removal Candidates if a decision is
made to reclaim the rights associated with the allocated install that is • Claimed
Execute not being used. software
SAM removal
remediation For Removal Candidates identified via software usage monitoring in SAM 9.0,
8.5 candidate
actions determine if removal is required to remediate a non-complaint software
situation and if so, initiate actions to claim the software. • Software
For unlicensed software installs (including Device or User CALs), determine removal
the number of rights that require purchasing OR initiate actions to create candidate
Removal Candidates to remove unlicensed installations. request

For over-licensed software (available rights not been used), establish

whether the available rights are associated with a maintenance/support
contract and if so, engage with procurement/contract management
function to determine if the licenses need to be removed from the contract.

Link to Allocate Software Entitlement (SAM 5.0) process to create or remove Automated Software
user/device allocations. allocation
updates

Link to Acquire Software Entitlement (SAM 3.0) process to initiate the Software
purchase of entitlement rights to enable software license compliance. entitlement
procurement
requirements

Link to Optimize Software Installations (SAM 9.0) process because during the Claimed software
remediation of non-compliant software, it is determined that all software removal
removal candidates require uninstalling and any business rules associated candidate
with obtaining user approval are over-ridden.

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Primary
ID Tasks Procedures Input Output
role

Link to Optimize Software Installations (SAM 9.0) process because during the Software removal
remediation of non-compliant software, it is determined that unlicensed or candidate
unallocated software installations require uninstalling. request

Link to external Procurement/Contract Management operational process to Software license

provide information associated license and maintenance contracts that contract required
require renewing and other information that is relevant for the purposes of
contract re-negotiation and optimal use of software licenses covered by an
enterprise agreement.

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product names, and logos may be trademarks of the respective companies with which they are associated.
Optimize software installations

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output

Time Trigger to create software reclamation rules and

specify software usage parameters to provide
recommendations for software reclamation or removal.

Define usage conditions and attributes for software Software Asset Reclamation rules
reclamation rules. The rules include: Manager
• Name of reclamation rule
• Software Products against which the rule needs to
be applied
• Whether user assigned to the hardware on which
the software is installed requires notifying prior to
Create software removal
SAM reclamation rules
• Number of days after which, if no user response is
9.1 (EUC software received, the software is automatically reclaimed
only)
• Time period over which to aggregate usage
metering information (e.g. last month, last 3
months) and total number of hours the software
needs to be used in the defined time period to
avoid being reclaimed
OR
• The last date the software on which must have
been accessed to avoid being reclaimed

Produce monthly Based on software products that are associated with Automated • Software Software usage
software usage a reclamation rule, produce monthly software usage with Microsoft usage report
SAM report records based on SCCM usage metering or the date SCCM information
9.2 that the software was last used. integration
(EUC software • Reclamation
only) rules

Based on the usage report produced in SAM 9.2 and Automated • Software usage • Removal
Create/update the usage-related reclamation rules set in SAM 9.1, report candidate [New]
SAM
removal removal candidates are automatically created via a
9.3 • Reclamation
candidates monthly scheduled job for each software install that
rules
violates a reclamation rule or has not been used after

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output
(EUC software a pre-defined date. This triggers the creation of a • Removal
only) Software Removal Request (SAM 9.4) candidate
record
For removal candidates where the software has been
uninstalled and there are no further software
installations that violate the associated reclamation
rule, the removal candidate record is closed.

Link to Perform Software Reconciliation (SAM 8.0) Automated Removal candidate

process so that removal candidates can be reviewed record
and actioned during the remediation of non-
compliant software.

Following the creation of a removal candidate, a Automated Removal • Software removal

software removal request is auto created. candidate request
Create software
If the defined reclamation rule is for the software to • Approved software
SAM removal request
be uninstalled without notifying the user, the software removal request
9.4 (EUC software removal request workflow initiates the software
only) revocation process. Otherwise, request is routed to
the user (or user’s manager) to obtain approval to
reclaim the software.

Link from Perform Software Reconciliation (SAM 8.0) Software removal

process because during the remediation of non- request
compliant software, it is determined that unlicensed
or unallocated software installations require
uninstalling.

Dependent upon pre-determined policy, the user or Removal Software removal Software removal
business owner of the software may be authorized to Approver request request [Updated]
approve/reject the removal request OR the user’s
Review and
SAM manager may need to provide a final approval.
approve software
9.5
removal request If the user/business owner or designated approver
approves an uninstall OR the specified number of
days required for a response (associated with the
reclamation rule) is exceeded, this triggers an

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output
automated action to initiate the revocation of the
software installation.
If the request is rejected, the removal candidate is
reviewed by the Software Asset Manager for a final
decision as to whether the software requires
uninstalling.

Establish if the software associated with the rejected Software Asset Software removal Approved software
request should be uninstalled. If it is determined the Manager request removal request
software requires uninstalling, initiate actions to
SAM Validate Software revoke the software installation.
9.6 removal request
If the Software Asset Manager forces the removal, this
triggers an automated action to revoke the software
installation.

Link from Perform Software Reconciliation (SAM 8.0) Claimed software

because during the remediation of non-compliant removal
software, it is determined that all unlicensed software candidate
installations require uninstalling and any business rules
associated with obtaining user approval are over-
ridden (automated).

Daily Scheduled Job to identify blacklisted software Claimed software

installations which is not authorized for use within an removal
organization. If such installations are identified, a candidate
Removal Candidate is created and approved for
revocation

Communicate with Client Software Distribution (CSD) Automated / • Claimed • Software

to orchestrate the revocation workflow to uninstall Fulfiller software revocation
approved or claimed removal and removal removal orchestration
SAM Perform software candidates from the associated device. candidate
• Allocation
9.7 revocation Note: If CSD is not configured in the environment, the • Approved information
Removal/Removal Candidate task in a state of removal
Awaiting Revocation can be actioned by technicians candidate
to remove the software from the target device.

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output
Once the installation is removed from the device, the
Removal Candidate is closed (see SAM 9.4).

Link to Allocate Software Entitlement (SAM 5.0) Allocation

process to remove user/device allocations. information

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product names, and logos may be trademarks of the respective companies with which they are associated.
Process software usage information

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output

Scheduled Job to automatically obtain software usage Software usage

information from systems/portals that are not enabled information
by OOTB SAM Pro integrations.

Time Trigger to manually obtain software usage Software usage

information from a pre-defined source. information

Review software usage information and establish which SAM Admin Software usage Client access record
of the following actions is required: information information
SAM Analyze usage • New client access record required to add user/device
10.1 data counts (requires linking to a server software model)
• Update of user/device counts in an existing client
access record

Link from Maintain Software Models and Lifecycles (SAM Software model
1.0) process following creation of a server software record
model.

Following analysis of the received usage information, SAM Admin • Client access • Client access
create the Device or User client access record for the record record
version/edition of the software being used and add the information
• Software model
Create user or initial user/device counts. This task is automated when
• Software information
SAM device client SN-Discovery obtains this information from the publisher’s
model record
10.2 access record for licensing server (specifically for Citrix XenDesktop and
version/edition Xen App concurrent user use cases).
If a software model for the server associated with the
client access record is not available, initiate actions to
create a software model record.

Link to Maintain Software Models and Lifecycles (SAM Software model

1.0) process because in order to create a client access information
record, a server software model requires creating.

SAM Update user or Based on the usage information received, identify the • Client access Client access record
10.3 device count on Device or User client access record and enter the record [Updated]

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product names, and logos may be trademarks of the respective companies with which they are associated.
ID Tasks Procedures Primary role Input Output
client access quantity of devices or users using the server software • Software usage
record model. information
For Citrix XenApp and Xen Desktop use cases, on a daily
basis, the maximum number of unique users is obtained
from the Citrix licensing server by SN-Discovery and
creates/updates a concurrent user consumption record.
Each product has single record per day in this table with
the maximum in use count for that particular day. if the
maximum number of users is greater than the count
previously populated, then the client access record is
updated with the updated maximum user count.

Notes:
1. When creating a User or Device Client Access
record for an Oracle database product, specify
the Oracle instance that the users or devices
have access to.
2. Client access records can also be referenced in
the server software model record.

Link to Perform Software Reconciliation (SAM 8.0) process Automated Software usage
to provide software usage information into the information
calculation of effective license positions of usage-based
software licenses.

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product names, and logos may be trademarks of the respective companies with which they are associated.
SaaS License Management
SaaS License Management process overview

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product names, and logos may be trademarks of the respective companies with which they are associated.
 SaaS License Management RACI

Content Curator
Software Library

Catalog Admin
Finance Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager

Manager

Manager

Manager
Contract

Software
Change
SAM
SaaSLM 1.0 Monitor SaaS Software Models

SaaSLM 1.1 Create SaaS Software Model A/R

SaaSLM 1.2 Create/Update User Subscription Records A/R

SaaSLM 1.3 Create/Update SaaS Usage Summary Automated

SaaSLM 1.4 Review SaaS Software Model C A/R C C

SaaSLM 1.5 Review & Identify Reclamation Candidates R A/R

SaaSLM 2.0 Optimize SaaS License Usage

SaaSLM 2.1 Analyse User Activity Automated

SaaSLM 2.2 Assign Reclamation Rules Automated

SaaSLM 2.3 Review/Update Reclamation Rules A/R R C

SaaSLM 2.4 Create Reclamation Candidates Automated

SaaSLM 2.5 Review and Approve SaaS License Reclamation R A/R C I A/R

SaaSLM 2.6 Execute SaaS License Reclamation Automated

SaaSLM 2.7 Transfer User Files Automated

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product names, and logos may be trademarks of the respective companies with which they are associated.
 Content Curator
Software Library

Catalog Admin
Finance Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager

Manager

Manager

Manager
Contract

Software
Change
SAM
SaaSLM 2.8 Verify License Deactivation A/R

SaaSLM 2.9 Close Reclamation Candidate Automated

SaaSLM 3.0 Detect & Analyze Unmanaged Software Spend

SaaSLM 3.1 Export Data from GL and Expense Systems A/R

SaaSLM 3.2 Load GL and Expense Data into Import A/R

Template

SaaSLM 3.3 Discover and Predict Software Spend A/R

Transactions

SaaSLM 3.4 Analyze Unnormalized Software Spend A/R

Transactions

SaaSLM 3.5 Review Software Spend Detection Results A/R C C C

SaaSLM 3.6 Review Overlapping Software A/R C C

SaaSLM 3.7 Resolve Unnormalized Software Spend A/R

Transactions

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product names, and logos may be trademarks of the respective companies with which they are associated.
Monitor SaaS Software Models

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output

Event trigger when weekly data imports from a Automated Software model
vendor’s SaaS portal identify new software models
information
which require creating.

Time trigger to manually create new software models

for SaaS products not supported with OOTB vendor API
integrations.

Link to Monitor SaaS Software Models (SaaSLM 03)

Software model
process to create software models for unmanaged
information
products.

This step is automated when an integration exists with

a Vendor API to import user subscription data. For
SaaS-related Software Models (e.g. Office 365, Adobe
CC, DocuSign, Dropbox, Box and SalesForce Cloud),
when subscribed products are imported from the
vendor’s system which are not represented as
Software Models, the initial Software Model record is
automatically created. For ‘hybrid’ SaaS products
which require the licensing of an actual installation on
Create SaaS Software model SaaS Software
SaaSLM a device and can be audited for license compliance Automated/
Software information model record [New]
by publishers (e.g. Office 365, Adobe CC), a Discovery SAM Admin
1.1 Model Map is automatically assigned.
In situations when an OOTB Vendor API integration is
not available, manual creation of a software model
record is required. Enter data attributes such as
Publisher, Product, Version, Edition, Cost, Product
Owner to create Software Model. For hybrid SaaS
software models, assign the discovery conditions.
Proceed to SaaSLM 1.3 to manually add user
subscription data.

Weekly Event trigger to import user subscription data Subscription

via integration with a SaaS vendor’s licensing system. record

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output

Link from Optimize SaaS License Usage (SaaSLM 2.0)

process to receive updated user subscription
Software model
information when users are moved to a different Automated
updates
license version/edition OR have their subscription
deleted.

The following information is imported from the SaaS

vendor portal and associated with the SaaS software
model:
• User principal name
• Subscription profile
Create/Update
SaaSLM • Last activity date User Subscription
User Automated/SAM SaaS Software
record
1.2 Subscription If user subscription records require manually adding to Admin model record
[New/Updated]
Records the software model, create a software subscription
record by entering the following information:
• Software model
• User Name
• Last activity date

Link to Perform Software Reconciliation (SAM 8.0) • User Subscription

process to calculate compliance for hybrid’ SaaS record
software models/entitlements that are required for
• SaaS Software
licensing discovered installations
model record

Weekly Event trigger to import license usage

SaaS License
information via integration with a SaaS vendor’s Automated
Usage
licensing system.

Link from Maintain Software Entitlements (SAM 4.0)

Software
process to receive details of the number of rights
Automated entitlement
purchased for population into the license usage
record
summaries.

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 ID Tasks Procedures Primary role Input Output

This step is limited to ‘pure’ SaaS licensing use cases

where license compliance is not based on the
reconciling of licenses and discovered software
installations
Usage summaries are recalculated when:
• Subscriptions are downloaded from the SaaS
vendor’s portal
• Entitlements change on the software model
• Subscriptions are manually created or deleted
• Integration profiles are deleted

Automatically import the following usage data from

SaaS vendor’s licensing system:
Create/update SaaS License
SaaSLM SaaS License • Total rights owned Software Model User
Automated Usage
1.3 Usage • Total rights assigned Summary
Summary
• Total stale rights
• Total rights available
• Average unit cost
• Total Spend
• Underperforming spend (Average unit cost x stale
rights – usually actionable at the time of true-up)
Notes:
• For G-Suite (Docs, Drive and Gmail), the
usage summary includes Total suspended
rights. This means that licenses has been
suspended, but not de-activated.
• For DocuSign, enterprise customers license by
‘Envelopes’ and the DocuSign software model

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 ID Tasks Procedures Primary role Input Output
includes an Envelope Consumption tab which
provides the following information:
• Total number of envelopes
• Contract period
• Contract start/end date
• Units consumed
• Units remaining
• Expected monthly consumption
• Actual monthly consumption

Time Trigger to review SaaS software model records to

review license usage and reclamation candidates.

Note: SaaSLM 1.4 -> SaaSLM 1.6 are applicable only for
‘pure’ SaaS software models (e.g. Box, DropBox,
DocuSign) that only exist in the cloud where the user
subscription is licensed – no device installation is
required - and an integration with the SaaS vendor’s
• Software
licensing system provides license usage information
entitlement
(See SaaSLM 1.3).
procurement
Review SaaS Review the usage summary and review stale rights requirements
SaaSLM Software and underperforming spend. If it is determined that Software Asset Software Model
• Software usage
1.4 Usage stale rights require reclaiming, proceed to SaaSLM 1.5 Manager User Summary
reviewed
Summary to review reclamation candidates.
• License
https://docs.servicenow.com/bundle/paris-it-asset-
renegotiation
management/page/product/software-asset-
required
management2/concept/usage-summary-saas.html
If the quantity of rights/envelopes available is below a
certain threshold, consumption is greater than
expected or a contract is close to expiration,
determine if additional rights require procuring. Initiate

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output
actions to procure additional SaaS licenses if
additional rights are required.
If a contract is close to expiration or opportunities are
identified to re-negotiate corporate licensing
agreements (e.g. downgrading Zoom users from
corporate to basic licensing), engage with the
appropriate procurement team. Ascertain whether
license reclamation can occur prior to any
procurement discussions.

Link to Acquire Software Entitlement (SAM 3.0) process Software entitlement

because additional SaaS software license are required procurement
requirements

Link to external Supplier Management operational

License
process to provide details of SaaS license usage
renegotiation
analysis that have identified opportunities to
required
renegotiate SaaS licensing agreements.

Link from Optimize SaaS License Usage (SaaSLM 2.0)

Reclamation
process to analyze low-usage SaaS licenses that are Automated
Candidates
candidates for reclamation

Review reclamation candidate record associated with

the SaaS software model and select software licenses • Reclamation
that can be reclaimed. Take into account the user, Candidates
Review and the last time the software was used and the ‘state’ of
SaaSLM • Software usage
Select the reclamation candidate (Awaiting User, Awaiting Software Asset License deactivation
reviewed
1.5 Reclamation Approval, Awaiting Revocation) during the process of Manager request
Candidates selecting reclamation candidates. • User
subscription
Following review, make final selection of software for record
reclamation and initiate license deactivation process.

Link to Optimize SaaS License Usage (SaaSLM 5.0) License deactivation

process to execute SaaS license reclamation request

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Optimize SaaS License Usage

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 ID Tasks Procedures Primary role Input Output

Link from external SaaS vendor portal to import Automated Software usage
license usage data for ‘pure’ SaaS software models information

Based on user activity detailed in the import,

surface stale license information in order to identify
reclamation candidates.
Note:

SaaSLM Following the initial set-up of the integration profiles,

Analyse User Software usage
historical Salesforce and DocuSign usage data will Automated Stale licenses
2.1 Activity information
be immediately synchronized whereas Box and
DropBox usage requires analysis of user activity and
license staleness information won’t get surfaced for
30 days (or the number of days assigned to the
reclamation rule) after the integration whilst activity
is analyzed in SAM Pro.

Assign Assign reclamation rule to stale license. • Stale licenses

SaaSLM Assigned
Reclamation Automated • Reclamation
2.2 reclamation rule
Rules rules

Time trigger to review reclamation rules for SaaS

products

The default rule is 30 days since the last user login Reclamation rules Reclamation rules
date or last meaningful activity performed by the [Updated]
user. Determine if any reclamation rule
modifications are required for specific SaaS
software products. Other reclamation rule
SaaSLM conditions that require confirming:
Review/ update Software Asset
2.3 reclamation rules • Whether user assigned to the hardware on which Manager
the software is installed requires notifying prior
to software removal
• Number of days after which, if no user response is
received, the software is automatically
reclaimed

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 ID Tasks Procedures Primary role Input Output
In situations when rules require updating, modify the
reclamation rule accordingly so that reclamation
candidates are created in line with the rules.

Based on the usage-based reclamation rules Assigned Reclamation

defined in SaaSLM 2.3 reclamation candidates are reclamation rule candidate
automatically created via a monthly scheduled job
for each SaaS installation that violates a rule.
SaaSLM Create
reclamation If the defined reclamation rule is for the software to Automated
2.4 candidate be uninstalled without notifying the user, the
reclamation workflow initiates the license
deactivation process. Otherwise, request is routed
to the user (or user’s manager) to obtain approval
to deprovision the SaaS license.

Link to Monitor SaaS Software Models (SaaSLM 1.0) Reclamation

process to provide details of low-usage SaaS Automated candidate
licenses that are candidates for reclamation

Dependent upon pre-determined policy, the user of Reclamation • License

the software may be authorized to approve/reject candidate deactivation
the removal request OR the user’s manager may request
need to provide a final approval.
• Rejected
https://docs.servicenow.com/bundle/paris-it-asset- reclamation
management/page/product/software-asset- candidate
Review and management2/task/reclaim-user-subscription-
SaaSLM approve SaaS saas.html Automated
2.5 license
reclamation If the user or designated approver approves the
reclamation OR the specified number of days
required for a response (associated with the
reclamation rule) is exceeded, this triggers an
automated action to initiate the de-activation of
the software license.

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output

Link from Monitor SaaS Software Models (SaaSLM License

1.0) process to execute SaaS license reclamation deactivation
request

Following the approval of a reclamation candidate License • User files require

or the initiation of the reclamation process via deactivation transferring
analysis of reclamation candidate in SaaSLM-01, request
• Subscription
execute SaaS license deactivation activities which
license requires
requires for the user subscription to be deactivated
deleting
or deleted. If the license does not require
/ deactivating
deactivating in a vendor portal, the reclamation
action automatically updates the user subscription • Software model
records on the software model. updates
For SaaS applications (e.g. G-Suite, Box, Dropbox),
files associated with a user profile require moving
SaaSLM Execute SaaS
and preserving before license reclamation occurs.
License Automated
2.6 In such situations, proceed to SaaSLM 2.7.
Deactivation
Otherwise, the reclamation workflow will make a
call to the API linked to the vendor’s licensing
admin portal and deprovision/delete the user
subscription license OR update the user subscription
information on the software model record.
Note: When the license reclamation action results in
the downgrade of a SaaS license to a lower
version/edition (e.g. Zoom use cases), user
subscriptions are automatically transferred to the
software model associated with the lower
version/edition.

Link to external SaaS vendor portal to Subscription license

delete/deactivate user subscription licenses. requires deleting
/ deactivating

Link to Monitor SaaS Software Models (SaaSLM 1.0) Software model

process to provide updated user subscription updates
information when users are moved to a different

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output
license version/edition OR have their subscription
deleted.

Transfer user files to a folder prior to account User files require • Subscription
deletion. Specific use cases: transferring license requires
deleting
Box: User files are transferred to a subfolder of an
/ deactivating
automatically created folder (ServiceNow –
Reclaimed Subscriptions) that resides in the Box • User files
SaaSLM admin account. The user is then deleted. transferred
Transfer User Files Automated
2.7 Dropbox/DocuSign: User files are transferred to a
subfolder of the admin’s account. The user is then
deleted.
GSuite: G-Mail logs require saving/archiving prior to
transferring Drive and Docs files and license
reclamation.

Link to external SaaS vendor portal to Subscription Deleted/

delete/deactivate user subscription licenses. license requires deactivated
deleting subscription license
/ deactivating

Verify user subscription license have been Deleted/ Deletion/

SaaSLM Verify License deactivated or deleted in the SaaS admin portal. deactivated deactivation of
SAM Admin
2.8 Deactivation subscription subscription license
license verified

Following the (a) rejection of a request to reclaim a • Rejected Closed reclamation

SaaS license OR (b)deactivation/deletion of a user reclamation candidate
subscription license in the vendor portal, close the candidate
Close reclamation candidate record.
SaaSLM • Deletion/
Reclamation Automated deactivation
2.9 Candidate of
subscription
license
verified

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Detect and Analyse Unmanaged Software Spend

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 ID Tasks Procedures Primary role Input Output

Specific triggers include:

• ITAM Gap Analysis (ITAM Driven): Customer
wants to see how many software products
are managed outside of their purview (e.g.
SaaS products that cannot be discovered)
and which should be brought in.
• Company-Wide Software Inventory (CIO
Driven): Companies often want full visibility
to see their whole tech stack and will
require a software inventory or census to
Detect and reveal the true footprint of software in the
Analyse business.
3.0 Unmanaged • Internal Audit on Software Spending
Software Spend (CFO/Procurement Driven): CFO wants
visibility into spending to check for
compliance to the company policy.
• Reducing Spending on Software
(CFO/Procurement Driven): For economic
reasons, businesses will demand cost
savings on the CIO and overall technology
spending, sometimes to avoid layoffs.
• Diligence on & integration with acquired
company’s tech stack: Providing visibility to
the tech stack and overlap helps pre &
post acquisition.

Export spend data from GL and/or expense systems

to initiate analysis of unmanaged software spend.
SaaSLM Export Data from
The volume of spend data is based on what data Exported GL and
GL & Expense Finance Admin
3.1 requires analyzing. This could be the broadest view expense data
Systems
of spend (all expense and GL transaction) OR a less
detailed view (e.g. Software GL category only).

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 ID Tasks Procedures Primary role Input Output

Upload GL and expense data into SAM spend

transaction import template with the following
spend transactions:
• Source
• Vendor Name*
• Transaction Description*
• Expense/GL Account*
• Type (Expense or Account payable) *
Load GL & • Cost Center SAM spend
SaaSLM Expense Data Exported GL and transaction import
• Department Finance Admin
3.2 into Import expense data template
Template • Location [Complete]
• Amount
• Transaction Date
• Employee ID
*Mandatory information for prediction intelligence
function to predict if the transaction is for software
along with the publisher and product.
Ensure company sensitive data is not included in
the import template

Using Vendor Name, Transaction Description and • Normalized

GL Account, the SN Predictive Intelligence Engine software spend
(shared machine learning capability) discovers and • SAM spend transactions
normalizes detected software spend into product transaction
Discover and • Unnormalized
categories and predicts publishers/products. ServiceNow AI import
SaaSLM Predict Software software spend
Services template
Spend If opted into the SAM Content Service, Vendor transactions
3.3 (Automated)
Transactions Name, Transaction Description and GL Account • Software spend
• Overlapping
data (‘Prediction Data Fields’) are shared with normalization
software
ServiceNow content curation function for analysis. rules
information

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product names, and logos may be trademarks of the respective companies with which they are associated.
 ID Tasks Procedures Primary role Input Output

Review customer’s software spend information and

identify unnormalized/unlabeled transaction strings
Analyse Unnormalized
(vendor, description, Expense/GL account details)
SaaSLM Unnormalized Content software spend Software spend
3.4 Software Spend Determine the correct label (publisher, product, Specialist transactions normalization rules
Transactions software spend = software) for the unlabeled
transactions and add rules to the ITAM Production
Content instance.

Review software spend detection results in the

Spend Detection Overview UI, review the following
information:
• Total Detected Spend
o Accounts Payable Spend
(transactions from corporate • Normalized
systems for software licenses and software
enterprise/support agreements) spend • Unnormalized
transactions software spend
o Expense Spend (transactions from
transactions
an expense system such as • Unnormalized require
Concur) software reviewing
• Unmanaged Publishers (number of spend
Review Software • Software spend
SaaSLM publishers associated with unmanaged Software Asset transactions
Spend Detection transactions
3.5 products) Manager
Results • Unnormalized require
• Unmanaged Products (products that are software addressing
not represented as software models in SAM spend
transactions • Software model
Pro)
reviewed information
• Unmanaged Spend (total spend
associated with products not represented
as software models in SAM Pro)
Identify any unnormalized detection results and
proceed to SaaSLM-03-07 for further analysis.
Analyze expense transactions (i.e. software spend
outside of enterprise agreements) across different
cost centers, departments and locations and
Identify duplicate purchases and whether

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 ID Tasks Procedures Primary role Input Output
consolidation opportunities exist across
departments.
Review unmanaged SaaS products and determine
if any of them require representing as software
models so that they are under SAM control. When
appropriate, initiate actions to create a SaaS
software model record
Provide information of expensed high value/volume
software purchases to corporate procurement
function to facilitate further action (e.g. cut off one-
off subscriptions and consolidate spend with one
vendor).

Link to Monitor SaaS Software Models (SaaSLM 01)

Software model
process to create software models for unmanaged
information
SaaS products.

Link to external Supplier Management operational Software spend

process to provide information of unmanaged transactions require
software spend for use in vendor negotiations. addressing

In the Overlapping Software Overview UI, review

overlap of software spend across different product
categories (e.g. videoconferencing, CRM).
Review Identify highest spend and highest counts of Overlapping
SaaSLM Software Asset Overlapping
Overlapping overlapping software and initiate conversations software
3.6 Manager software reviewed
Software with procurement/commercial functions (based on information
accurate data) to enable discussions that will
enable the consolidation/elimination of
unnecessary software spend.

Link to external Supplier Management operational Overlapping

process to provide information of high software reviewed
volume/value software spend so that this

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 ID Tasks Procedures Primary role Input Output
information can contribute to vendor contractual
discussions.

Review unnormalized transactions (i.e. publisher Unnormalized Unnormalized

Resolve product label is not assigned) and when software spend software spend
SaaSLM Unnormalized appropriate, assign product, cost center, transactions transactions
3.7 Software Spend department and location data attributes. require reviewing reviewed
Transactions

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Process control
Process controls are the policies and principles which provide direction over the operation of
processes and define constraints or boundaries within which the process must operate.

Name Description

Policies Policies and criteria for the inclusion of a component and its attributes
in the Software Asset Repository.

Security Policies Security policies governing access to assets.

Data Exchange Policies Policy and criteria for the exchange of data between the source
hardware asset data and ServiceNow.

Scope The scope of an organization’s Hardware Asset management process

is the identification of what is included and what is excluded from this
Software Asset Management process.

Change Management Policies Change Management Policies and procedures.

Management Reports The frequency and distribution for regularly produced management
reports.

Systems Management The architecture that provides direction on how Systems

Architecture Management tools and processes are to be selected, designed and
integrated

KPIs
KPIs are best represented as trend lines and tracked over time. They provide information on the
effectiveness of the process and the impact of continuous improvement efforts.

KPI/metric Purpose

% of discovered application Measure of the effectiveness of the Software Content Library

installations that have been
mapped to normalized
application details.

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 Number of installations of Measure of unauthorized installations of non-homegrown software
commercial applications applications
without a license.

% of application installations Identification of removal candidates

which have not been used
within the last (say) 90 days.

Number of installations of Identification of unauthorized software installed by users that could

applications which are impact employee productivity and introduce security vulnerabilities
unauthorized (prohibited) for to the IT infrastructure.
use.

Value of unlicensed software Provides a financial value for unlicensed software remediated by the
identified and remediated. Software Asset Management team

Number of software vendor Allows for planning of software vendor audits

audit notifications received per
year

Costs paid arising from software Provides a financial view of the financial consequences of installing
license audit findings per year software outside of the specified request/procurement process.

Value of software requests Provides details of the financial benefits of a solid software asset
fulfilled from using reclaimed management process that evaluates requests for software
software entitlements entitlements prior to any procurement actions.

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Appendix A: Glossary of terms and acronyms
Term Acronym Definition

Any resource or capability, including anything that

could contribute to the delivery of a service. Assets
include hardware, software entitlements and
Asset contracts.
An asset record contains financial, contractual and
lifecycle information.

A piece of information about a configuration item.

Examples are name, location, version number, and
Attribute
cost. Attributes of CIs are recorded in the
configuration management database (CMDB).

A named group of things that have something in

Category common. Categories are used to group similar things
together.

The addition, modification, or removal of anything

Change
that could have an effect on IT services.

The process responsible for controlling the life cycle of

Change Management CHG all changes, enabling beneficial changes to be made
with minimum disruption to IT services.

A record containing the details of a change. Each

change record documents the life cycle of a single
Change Record
change. A change record is created for every
request for change.

Change Request See Request for Change.

A record containing the details of a configuration

item. Each configuration record documents the
lifecycle of a single configuration item. Configuration
Configuration Record CI Record
records are stored in a configuration management
database and maintained as part of a configuration
management system.

Any component or other service asset that needs to

be managed in order to deliver an IT service.
Information about each configuration item is
recorded in a configuration record within the
configuration management system and is maintained
Configuration Item CI throughout its life cycle by service asset and
configuration management. A CI may be:
• A physical entity, such as a computer or router
• A logical entity, such as an instance of a database
• Conceptual, such as a Requisition Service

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 A database used to store configuration records
throughout their life cycle. The configuration
Configuration Management
CMDB management system maintains one or more CMDBs.
Database
Each CMDB stores attributes of CIs and relationships
with other CIs.

Customers can opt into the Content Service,

anonymously providing software discovery models
and processor names that are not normalized, to
ServiceNow’s internal Content Curation team. This
team will then research and update the Software
Content Library. When customers choose to opt into
Content Service the Content Service, they will still have the option to
restrict what data is sent to ServiceNow (e.g. home-
grown applications will probably be excluded). By
having customers share information that is not
normalized, we can crowdsource new content and
ensure that normalization rates are continuously
improved.

Someone who buys goods or services. The customer

of an IT service provider is the person or group who
Customer defines and agrees to the service level targets. The
term is also sometimes used informally to mean user,
for example, ‘This is a customer-focused organization.’

A software discovery model is a ‘normalized’ version

of the discovered software installations that also
Discovery Model
includes attributes such as Edition, Version and
whether the discovered product is licensable.

A measure of whether the objectives of a process,

service, or activity have been achieved. An effective
Effectiveness
process or activity is one that achieves its agreed
objectives. See also Key Performance Indicator.

A measure of whether the right amount of resource

Efficiency has been used to deliver a process, service, or
activity.

A metric that is used to help manage an IT service,

process, plan, project, or other activity. Many metrics
may be measured, but only the most important of
these are defined as key performance indicators and
Key Performance Indicator KPI
used to actively manage and report on the process, IT
service, or activity. They should be selected to ensure
that efficiency, effectiveness, and cost effectiveness
are all managed.

Designates if these are full, outright licenses or

upgraded licenses from a previous version or edition
License Type
(If the Publisher Part Number (PPN) is known, then
License type is not required).

The calculation by which compliance is determined

License Metric
for the software title.

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 The available License metrics are dependent on
which Metric groups are available in an instance.

Designates which license metric is used to calculate

compliance. A Metric group controls which license
metrics are available to be used. It is possible that not
all Metric groups will be available in an instance. It is
Metric Group
best to check which Metric groups are available, and
only select the license metrics available for the Metric
group. The Metric group selected does not have to
correspond to the publisher of the software title.

The normalization process compares the discovered

publisher, discovered product, and discovered
version values associated with a Discovery Model
Normalization
against the ServiceNow repository of normalized
equivalents. Normalized fields are then used to match
up entitlements purchased.

Formally documented management expectations

and intentions. Policies are used to direct decisions
Policy and to ensure consistent development and
implementation of processes, standards, roles,
activities, IT infrastructure, and so on.

The part number of the software title for which rights

were purchased. The PPN is the easiest way to ensure
success when importing/creating software
entitlements. If a part number is not available, the
Publisher Part Number PPN
Publisher, Product, Version and Edition fields must be
populated. Depending on how the software is
purchased, it may be necessary to populate the
Platform and Language as well

A model used to help define roles and responsibilities.

RACI RACI RACI stands for responsible, accountable, consulted,
and informed.

The software reconciliation process calculates the

Reconciliation compliance status of software products with respect
to discovery and entitlements.

A formal detailed proposal for a change to be made.

Request for Change RFC The term is often misused to mean change record or
the change itself.

A set of responsibilities, activities, and authorities

assigned to a person or team. A role is defined in a
process or function. One person or team may have
Role
multiple roles. For example, a single person may carry
out the role of configuration manager and change
manager.

A means of delivering value to customers by

Service facilitating the outcomes customers want to achieve
without the ownership of specific costs and risks.

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Measured and reported achievement against one or
Service Level
more service level targets.

An agreement between an IT service provider and a

customer. A service level agreement describes the IT
Service Level Agreement SLA service; documents service level targets and specifies
the responsibilities of the IT service provider and the
customer.

A formal request from a user for something to be

provided, for example, a request for information or
Service Request
advice; to reset a password; or to install a workstation
for a new user.

The Content Library allows organizations to harness:

• Normalization rules to standardize software
installations in the ServiceNow® CMDB
• Publishers, products, and more to standardize
information and eliminate many of the manual
activities in the software asset management
lifecycle
Software Asset Management
Content Library • Pre-built publisher part number definitions and
discovery maps to automatically relate
purchased software to the correct software
installations
• Processor definitions to understand correct
processor names so that the appropriate
processor core factors can be applied during
reconciliation

Software entitlements ensure that the rights defined in

a Software License are being used by the right
people/devices, in the right places, at the right time.
Software Entitlement Software entitlements define license metric details
and are assigned to software models. To successfully
create a Software Entitlement, Publisher and Product
details are required as a minimum.

Discovery tools discover the software installed on a

device on an organization’s network environment.
Software Installation (e.g. SN Discovery, Microsoft SCCM). Software
installation data is often difficult to understand and
requires normalization.

Grants a customer the right to use a particular piece

of software. It contains a set of terms and conditions
Software License
that define to what extent you may legally use that
software.

Software Models are version specific and represent

what an organization has purchased. They are
Software Model created for all installed software products within an
organization and are used to tie software installations
(software being used) with entitlements (software

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 owned). A Software Model consists of Publisher,
Product, Version, Edition, Platform and Language

A software title that is version agnostic, e.g. Office,

Software Product
Captivate

A person who has an interest in an organization,

project, or IT service. Stakeholders may be interested
Stakeholder in the activities, targets, resources, or deliverables.
Stakeholders may include customers, partners,
employees, shareholders, owners, or others.

A person who uses the IT service on a day-to-day

User basis. Users are distinct from customers, as some
customers do not use the IT service directly.

© 2020 ServiceNow, Inc. All rights reserved.

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