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ITAM - SAM - Process Guide - Credits To Xanadu

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456 views115 pages

ITAM - SAM - Process Guide - Credits To Xanadu

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daniela.ibarra

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Software Asset Management

(SAM)
Process Guide

Xanadu

Note: Links to various ServiceNow documents are included in this document for
convenience. To ensure you are accessing the most up-to-date version, we recommend
going to docs.servicenow.com for the latest version.

Updated: October 2024

Asset number: 0001394

© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or
registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
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............................................................................................35
Acquire software entitlement.............................................................................................39
Maintain software entitlements.......................................................................................... 43
Create software installation records and normalize discovery models...............................56
Complete software discovery models.................................................................................63
Perform software reconciliation.......................................................................................... 68
Optimize software installations..........................................................................................76
Process software usage information...................................................................................81
SaaS License Management................................................................................................... 84
SaaS License Management process overview....................................................................84
SaaS License Management RACI........................................................................................85
Monitor SaaS Software Models........................................................................................... 87
Optimize SaaS License Usage............................................................................................. 94
Detect and Analyse Unmanaged Software Spend............................................................100
Detect and Analyse Unmanaged Software Spend............................................................101
Process control.................................................................................................................... 106
KPIs.................................................................................................................................. 106
Appendix A: Glossary of terms and acronyms.....................................................................108
2

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 specific instructions for every SAM
scenario. Instead, it defines a procedural mechanism that organizations can utilize as a
starting point for refining their own Software Asset Management (SAM) process. 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

Process Objectives
The primary goal of the SAM process is to reduce IT costs and limit operational, financial,
and legal risks related to software ownership and use by managing and optimizing software
assets across their lifecycle (introduction through retirement).

The objectives of the SAM Process are to:

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)*
 Software Asset Management – Machine Learning Normalization

Order of plugin install:

 com.sn.samp.master (note: using this loads all SAMP plugins in one step, including all
publisher packs)
 com.glide.data_services_canonicalization.config

The following SaaS plugins have moved to the ServiceNow Store:

 com.sn_sam_saas
 com.sn_sam_saas_integrations
 com.sn_sam_spoke (SaaS License Connections)

Relationship with other processes

Process Relationship description Input Outp
ut
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 requires adding
to the Central Software Library
Procurement Receives details of purchase orders issued X
management to publishers/vendors from the 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

Policy statement Reason for policy Benefits

A single SAM process will be To create one consistent Elimination of disparate SAM
utilized throughout the process used across all processes through adoption of
organization. customer geographies. a common, integrated
enterprise-wide SAM Process.
All software models, One source of truth for all Allows for the easy generation
entitlements, allocations, and software asset information to of reports to support vendor
installations will be recorded simplify data management and software audits and non-
and maintained in the IT Asset access. compliant license positions.
Repository.
Any external requirements To enforce tools and control of Compliance with external
(e.g., Sarbanes-Oxley) for SAM data elements to comply with legislation and governance.
must be addressed in process, the external requirements.
tool, and role development.
The SAM Process Owner is To provide a single point of Ensures consistency in process
accountable for the entire accountability for the SAM execution, implementation of
process and has the authority process. supporting tools, and control of
to develop policies, software asset data across the
procedures, and work enterprise.
instructions pertaining to the
process.
Access to update software To prevent unauthorized Ensures accurate and up-to-
asset records is controlled, changes to software asset date software entitlement
and access rights are only records. information during software
given to those people who are reconciliation when only those
authorized to control the data. designated to control the
records have access.
Automation for software To reduce labor costs and  Improves ability to assure

Process roles
Each role is assigned to perform specific tasks within the process. Within a specific process,
more than one individual can be associated with a specific role. Additionally, a single
individual can assume multiple roles within the process, although typically at different times.
Depending on the structure and maturity of a process, all roles described may not exist in
every organization.
The following describes the leading process roles defined for Software Asset Management:
Role Description
SAM Process The SAM Process Owner’s primary objective is to be accountable for the
Owner 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 Catalog 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
10

Software Asset Management RACI

Catalog Admin
Administrator

Configuration
Procurement
Requester

Approver

Software

Software
Manager

Manager

Manager
Contract
ID Activities

Content
Product

Change
Library
Owner
Asset

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

SAM 2.2 Submit Request for Software A/R

Configuration
Procurement
Requester

Approver

Software

Software
Manager

Manager

Manager
Contract
ID Activities

Content
Product

Change
Library
Owner
Asset

SAM
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 Catalog 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

SAM 4.5 Relate Previous Entitlement Record C A/R C

Configuration
Procurement
Requester

Approver

Software

Software
Manager

Manager

Manager
Contract
ID Activities

Content
Product

Change
Library
Owner
Asset

SAM
SAM 4.6 Associate Financial and Contractual C A/R
Information

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

Record

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

SAM 6.6 Categorize Unnormalized Software Discovery Automated

Models

Configuration
Procurement
Requester

Approver

Software

Software
Manager

Manager

Manager
Contract
ID Activities

Content
Product

Change
Library
Owner
Asset

SAM
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 C A/R

Models

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 the 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- A/R R

Compliant Software

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

SAM 9.0 Optimize EUC Software Installations

Configuration
Procurement
Requester

Approver

Software

Software
Manager

Manager

Manager
Contract
ID Activities

Content
Product

Change
Library
Owner
Asset

SAM
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 A/R R

for 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

Process
Description
activity

Discover Installed
Discovery of raw software installation data through the utilization of
Hardware and
discovery tools such as ServiceNow Discovery or Microsoft SCCM.
Software

Create software installation records which are associated with the

appropriate CI computer record in the CMDB.

Create SW
Installation The software installation records are aggregated into Software
Records and Discovery Models that include normalized values of the discovered
Normalize publisher, product, and version values to enable a clear understanding
Discovery Models 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
Complete software products that are licensable.
Discovery Models

This process includes the creation of custom products and pattern

normalization rules if the Software Product is not defined in SAM Pro.

Maintain Software Creation or modification of Software Model records that match the
17

Request Software Creation and submission of requests for software. This includes
Entitlement requests for standard and non-standard software requests.

Determination of acquisition requirements and creation/issuance of

Acquire Software
purchase orders for 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
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.
Maintain Software
Software Entitlements are counted in different ways. Some are
Entitlements
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
Perform Software results.
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.

Optimize EUC
Identification of unused or infrequently used software to establish
Software
removal and removal actions.
Installations

Allocate Software Just because an organization owns enough rights to cover all the
Entitlement 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 addressed.
As a leading practice, software entitlements should be allocated to a
18

Software Asset Management planning and initial deployment

The following activities require considering prior to the implementation of Software Asset
Management on the ServiceNow Platform.

Activities Description
Produce initial The Software Asset Management Team, under the direction of SAM Process
Software Asset Owner, along with key stakeholders, defines the Software Asset Management
Management plan 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
 KPIs and Metrics

Requirements
 Alignment to software asset management policy and business strategy
 Link to business, service management, and contractual requirements
 Summarize requirements for accountability, traceability, and auditability

Policies
 Internal standards, e.g., naming conventions, change, purchasing,
harvesting (reuse)
 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

 See 3.1
 Training and knowledge transfer
 Relationships and interfaces with other processes and groups

Populate Under the guidelines and structure formulated in the Software Asset
repository with Management Plan, perform an initial load of Software installation data from
pre-existing the organizations historic repository(s) (including migrations from the SAM
software Plugin) 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
Populate leverages a Publisher Part Number (PPN), and most organizations don’t have
repository with the PPN readily in hand. The PPN is always included in the reports that the
pre-existing software vendor provides to the publisher under the terms and conditions of
software their reseller agreement.
entitlement data
The recommended approach is to use the template to import software
entitlements into ServiceNow. Refer to:

Under the guidelines and structure formulated in the Software Asset

Populate Management Plan, perform an initial load of Software license contract and
repository with maintenance data from the organizations historic repository(s) into the
pre-existing ServiceNow Platform.
software license
contract data https://docs.servicenow.com/bundle/rome-it-asset-management/page/product
/contract-management/concept/c_ContractManagement.html
Populate If the Software Asset Management Plan includes the management of usage-
repository with based licenses, including the reconciliation of Client Access Licenses, obtain
pre-existing user/device counts and load this information into the ServiceNow Platform.
software usage
information
See attached link for details of importing financial transactions:
Software Spend
Detection
https://docs.servicenow.com/bundle/rome-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/rome-it-asset-management/page/product
/software-asset-management2/reference/sam-properties.html

Conduct an initial software reconciliation in SAM Professional to evaluate both

Perform initial the Software Asset Management process and initial data integrity. Refer to:
reconciliation https://docs.servicenow.com/bundle/rome-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 and tests should pass.

https://docs.servicenow.com/bundle/rome-it-asset-management/page/
Software Asset product/software-asset-management2/reference/quick-tests-sam.html
Management Test
Suite Perform Software Asset Management configuration scans to determine issues
with configuration or discovery, that could impact software License
compliance results. Additionally, get recommendations to fix the issues and
thereafter create tasks for successful resolution.

Run SAM Health Check

Primary
ID Tasks Procedures Input Output
role

creating.

When the software

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

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

SAM Assign/ Create discovery SAM Software model Software

1.3 create mapping conditions by Admin/ record model record
Discovery associating a Discovery Automated [Updated]
Discovery maps
Map Map (DMAP) to the
Discovery
Software Model to Software model
mapping
ensure that when information
conditions
software reconciliation
[Updated]
is executed, discovered
software installations
associated with a
Discovery Model are
mapped to the correct
Software Model and
linked entitlements.
Note: this step is
automated when (a)
creating software
entitlement records and
the software model is
represented 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
Part Number is
available (SAM 1.1),
define the mapping
conditions and add
24

them to the Software

Model in order 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.

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.
Note: For Microsoft
software models which
have been assigned a
DMAP via the SAM
Content Service, Software
downgrade rights are contract
automatically populated information Software
in the software model model record
Assign record along with the Software model [Updated]
SAM
SAM upgrade and Next Version software record
Admin/ Downgrade/
1.4 downgrade model (upgrade rights). Automated Downgrade upgrade
rights
When software rights rights
reconciliation is Upgrade rights assigned
executed, once the
primary version is
licensed, the
downgrade software
models will be licensed
in the order they are
specified on the
entitlement record.
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),
associate suite parent
Software Model or suite
component Software
Model(s). When
appropriate, create
Software Models for the
parent or children
Software Models if not
available.
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. Software
Software model model record
Determine if a specific
SAM Define suite record [Updated]
component in a suite
1.5 components must be installed to Product suite Suite
infer that the suite is information components
installed. Choices are: assigned
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.

SAM Assign If the DMAP contains a Software model Software

1.6 software software lifecycle, this record model record
model content is pulled from [Updated]
Software model
lifecycles the content library and
lifecycle Software
associated with the
information model
automatically created
27

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
(Publisher/Internal) and lifecycle
phases:
Pre-Release
General Availability
Upgrade
End of Life
End of Support
End of Extended
Support

Following the execution Software model Software

of SAM 1.1 to SAM 1.6, record model record
a software model [Completed]
record is created.
Following creation of
the software model,
proceed to SAM 1.8 if
additional attributes
require adding to the
model.
Create/
Existing Microsoft SAM
SAM update
software model records Admin/
1.7 software
are updated to a new Automated
model
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 Software
(SAM 4.0) process model record
because following auto-
28

creation of the software

model record AND to
cascade
upgrade/downgrade
rights to the software
entitlement record.

Link to Technology
Portfolio Management
operational process
Software
because a software
lifecycle
model lifecycle in the
record
Software Model is
available. Software
model record
(only applicable if the
APM module is
installed)

Time trigger to
verify/update the
software attributes of
Software model
existing Software
attributes
Models. This could be
require
resultant from reports
updating
that indicate that
software model
attributes are incorrect.

SAM Review/ For newly created SAM Admin Software model Discovery
1.8 update software models, record mapping
software establish if the model conditions
Software model
29

model requires any additional attribute Software

attributes attributes adding, validation model
including Model Status required updates
(i.e., In Production) and
Software
Business/Product
retirement
Owner.
information
Verify and determine
updates to software
model attributes
following the creation of
the Software Model OR
during the lifecycle of
the Software Model to
determine if any
required updates. This
includes:
Setting Blacklisted
software indicator.
Setting License under
management indicator.
Reconciliation will
exclude any software
models that 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
30

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/rome-it-service-
management/page/
product/product-
catalog/concept/
c_CreatingSoftwareMod
els.html

Link to Maintain
Software Entitlements
(SAM 4.0) process
because following
Software
creation of the Software
model record
Model, additional
attributes can be added
to the Software
Entitlement

Link to Request
Software Entitlement
(SAM 2.0) process
Software
following the
model record
completion of the
required software
model record.
Link to Acquire
Software Entitlement
(SAM 3.0) process
Software
following the
model record
completion of the
required software
model record.

Primary
ID Tasks Procedures Input Output
role

Task trigger to submit Requeste Software

request for software r entitlement
requirement

Review the software Requeste Software

catalog (or equivalent r entitlement
Request Management requirement  Software
process/system) and model
Identify identify the required identified
SAM software software model.
 Software
2.1 requireme If the required software model not in
nts model is defined in the Catalog
catalog available for
request, proceed to SAM
2.2, otherwise, proceed
to SAM 2.5.

SAM Submit Create and submit the Requeste Software  Software

2.2 request for request for the software. r model request
software identified requires
The software model
approval
associated with the
software request will  Entitlement
32

Approve the software

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

Link to Request Software

Fulfillment operational deployment
process because the required
requested software can
be immediately deployed
to the device/end user

Link from Change

Management Entitlement
operational process to check
check for available required
entitlements required to
fulfill a Change Request.

SAM Check Determine if the SAM  Entitleme  User/device

2.4 available requested software Admin nt Check allocation
entitlemen entitlement is available Required information
ts and can be allocated to
 Software  Software
the user or device.
entitleme entitlement
When appropriate, login nt procurement
33

Link to Acquire Software

Software Entitlement entitlement
(SAM 3.0) process procurement
because there are no requirements
available license rights
to allocate to the
requested software
entitlement.

Link to Allocate User/device

Software Entitlement allocation
(SAM 5.0) process to information
create user/device
allocations for available
software entitlements

In situations when the Requeste  Software Non-standard

required software model r model is software request
is NOT defined in the not in the
catalog and available for catalog
request, submit a
 Non-
request to the
standard
Submit appropriate
software
and technical/software
request
monitor governance authority to
SAM reviewed
request for review the non-standard
2.5 software requirement
software
assessmen and establish if the
t software model can be
approved for use.
Receive feedback from
the software governance
team as to whether the
request has been
approved or rejected.

Link from Maintain Software model

Software Models and record
Lifecycles (SAM 1.0)
process following the
creation of a software
model

SAM Review Review non-standard Software  Non-  Software

Obtain information to Software Software Software Catalog

publish the Catalog catalog [Updated]
updated/completed update
Software Model into the required
Software Catalog. This
information includes:
 Customer price
Publish  Software model
SAM Software description/image
2.7 Model to
Catalog  Software fulfillment
workflow
 Software model
supplier
 Users/groups/
departments/
locations that can
request the software

Primary
ID Tasks Procedures Input Output
role

Link from Monitor Software

SaaS Software entitlement
Models (SaaSLM 1.0) procurement
because additional
36

Link from Perform

Software
Reconciliation (SAM Software
9.0) process to create entitlement
a purchase request to procurement
procure rights to true- requirements
up a non-compliant
license position

SAM Create Review software SAM Admin  Software Procurement

3.1 Procurem requirements and entitlement Request
ent determine if a quote is procurement
Request required from the requirement
software vendor to s
initiate the
 Software
procurement process. If
License
required, engage with
Contract
the appropriate vendor
Information
to obtain a quote.
 Software
Complete the
Vendor
Procurement Request
Quote
(ServiceNow PO record
if Procurement
Plugin is activated)
and record the
following attributes:
Vendor/Publisher
Software Model
Number of required
entitlement rights
License Metric/Group
Downgrade/upgrade
parameters
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
37

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 the Procureme

Approve Procurement Request nt Manager
Procurement
SAM procurem for the requested Procurement
request
3.2 ent software and proceed request
[Approved]
request to create and issue the
legal purchase order.

Create/ Create and approve Procureme

Purchase
SAM approve legal PO in the ERP nt Manager Procurement
order
3.3 purchase system. request
[Approved]
order

Issue Issue PO from the ERP Procureme Purchase

SAM system to a selected nt Manager order [Issued]
purchase Purchase order
3.4 vendor for fulfillment.
order

Receive PO and, when

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

SAM Receive Receive and validate SAM Admin Software  Software

3.5 notificatio software entitlement entitlement entitlement
n of PO information from the information record
fulfillment publisher/vendor. This
 Allocated
includes details of the
software
PO number, license key
entitlement
information, and
number of purchased  Purchase
entitlement rights. order
38

Link to Allocate Automated Allocated

Software Entitlement if software
(SAM 4.0) process to Procureme entitlement
create user/device nt Plugin is
allocations. activated

Maintain software entitlements

Time Trigger to create new

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

Link from Acquire Purchase

Software Entitlement order
(SAM 3.0) process to
40

manually create a software

information
entitlement record.

SAM Determin When possible, use the SAM Admin Software Software
4.1 e Publisher Part Number (PPN) model record entitlement
software field to populate the record [WIP]
Software
model Publisher, Product, Version
contract Software
and Number/ Edition, Platform,
information model
license and Language of the
information
type software product. Once Publisher
selected and the part number
corresponding software library
model is available, the
model is automatically
assigned along with the
associated Discovery Map
(DMAP) and other attributes
associated with the DMAP –
downgrade rights, product
suites, and software model
lifecycles.
If the product is available in
the Publisher Part Number
Library, but a corresponding
Software Model record
cannot be located, the
software model and DMAP is
created automatically.
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
available: Perpetual,
Software Assurance,
Perpetual + Software
Assurance, Subscription, and
Step-up is available.
For upgrades from previous
entitlements to new
entitlements (License Type
= Upgrade), select the
owned entitlements that
41

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
upgraded software version's
entitlement record.
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).

SAM Assign Assign Agreement Type SAM Admin Software Software

4.2 agreemen (e.g., ELA, Generic or contract entitlement
t type and publisher-specific information record
duration agreement) [Updated]
Software
For all Agreement Types, entitlement
refer to: record

https://docs.servicenow.com
/bundle/rome-it-asset-
management/page/product/
software-asset-
management2/reference/
agreement-types.htmlAssign
license duration (e.g.,
Perpetual, Subscription).
Notes:
1. For all subscription
entitlements and
Microsoft entitlements
with a Software
Assurance, Perpetual +
42

Software Assurance, and

Step-up license type, the
start and end dates of
the contractual period
are mandatory.
https://docs.servicenow.c
om/bundle/rome-it-asset-
management/page/prod
uct/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.

SAM Assign Define Metric Group (e.g., SAM Admin Software Software
4.3 license Common, Subscription, contract entitlement
metric Microsoft, Adobe, Oracle, information record
Citrix, VMWare, IBM, SAP) [Updated]
Software
and License Metric (e.g.,
entitlement
User Subscription, Per User,
record
per Device, Per Named User,
Per Named Device, User Custom
CAL, Device CAL) and license
Unlimited license to metric
calculate effective license information
positions during
reconciliation.
For all Metric Groups and
License Metrics, refer to:

https://docs.servicenow.com
/bundle/rome-it-asset-
management/page/product/
software-asset-
management2/reference/
software-entitlement-
fields.htmlNotes:
1. In situations when a
Metric Group and/or
License Metric is not
defined (e.g., obscure or
specialized software), a
Custom License Metric
can be scripted and
43

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
referenced during the
license position
calculation.

Assign the number of rights

associated with the
purchased software
entitlement. For Microsoft
Software Assurance
renewals, enter the number
of rights that require
renewing.
In situations when
Purchased Rights are
‘‘received’ following the
issuance and receipt of a PO
during procurement process Software
Assign contract
(see SAM 3.5), this step is Software
procurem information
SAM automated. entitlement
ent SAM Admin
4.4 Software record
informati Document unit and total
entitlement [Updated]
on cost of purchased software
entitlement and other PO record
and invoice information (if
not already pre-populated).
When a Microsoft SA has
expired, and an entitlement
record has been created to
reflect the new SA, proceed
to SAM 4.5 to link the
entitlement record
associated with the expired
SA.

SAM Link Locate the entitlement Software Software

4.5 previous record linked to the expired entitlement entitlement
entitleme software assurance record record
nt record agreement and enter the [Updated]
amount of rights that
require renewing. Once the
original perpetual licenses

entitlement is linked, the

amount of renewed rights
renewed is tagged as being
under an active
maintenance contract.
In situations when only a
subset of the rights
associated with the original
entitlement require
renewing, enter the 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.

SAM Associate Refer to the Publisher Software Software

4.6 financial licensing terms and entitlement entitlement
and conditions and establish if record record
contractu the entitlement rights for [Updated]
Software
al software compliance are for
contract Entitlement
informati a specific company/legal
information linked to
on entity, site/ location, or
contract
department. If such
conditions are stipulated,
add the appropriate
attributes to the Software
Entitlement.
Establish if any internal
policies regarding the use of
software by a particular
department or cost center
require reflecting on the
Software Entitlement. If any
of these dimensions are
relevant, set the value
accordingly.
Determine if any
45

downgrade/upgrade
parameters 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

Entitlement
Record (COM 3.0) process
Automated linked to
because a new entitlement
contract
is linked to a contract.

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

Link from Modify Contract

Record (COM 3.0) process
because a software license Software
contract has been cancelled, contract
and an update is required to cancellation
the status of the entitlement information
records that were covered
by the cancelled contract.

Complete initial creation of a Purchase

software entitlement record order Software
OR modify data attributes in information entitlement
Complete/
an existing record. record
update Software
SAM [Updated]
software To better manage existing SAM Admin contract
4.7
entitleme entitlement, update certain cancellation Software
nt record fields in entitlements such information model
as Purchased rights, updates
Software model, License Software
type, Number of packs, and entitlement
46

Publisher part number.

Entitlements that have
related entitlements,
upgrade history, entitlement
history, or upgraded
entitlement are not editable.
Note: Microsoft reserve
entitlements and source
entitlements are not
editable.
Upon creation/update, the
active rights will be updated
to reflect the number of
purchased rights. Other key
information that requires
including in the entitlement
record:
 Changes to location,
department, and cost information
center information
Publisher
 Updates to the status of license
the Software amendment
Entitlement (Note:
Software
Status will change to
retirement
‘Retired’ when the end-
information
date associated with a
subscription license
passes)
When applicable, proceed to
SAM 5.1 to assign/allocate
the entitlement to a
user/device.
Note:
When the status of an
entitlement record is
updated to ‘Retired’ (i.e.,
the software license
contract is cancelled, 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 Allocation

Entitlements (SAM 5.0) information
process to create

user/device allocations.

Link to Monitor SaaS

Software Models
(SaaSLM 1.0) process to Software
provide details of the entitlement
number of rights purchased record
for population into the
license usage summaries

Primary
ID Tasks Procedures Input Output
role

Link from
Install/Move/Add/Chang Allocation
e Asset (HAM 5.0) information
process to create or
remove user/device Service
allocations following request
hardware swap-out

Link from Request

Software Entitlement Allocation
(SAM 2.0) process to information
Automated
create user/device Service
allocations for available request
software entitlements

Link from Perform

Software Reconciliation
SAM (8.0) process to Allocation
Automated
allocate entitlement rights information
following analysis of
remediation options

Link from Maintain Allocation

Software Entitlements information
(SAM 4.0) process to
49

Link from Acquire

Software Entitlement
Allocation
(SAM 3.0) process to
information
create user/device
allocations

SAM Create A user or device allocation Allocation User/device

5.1 user/devic is created from a software information allocation
e entitlement to specify a record
Service
allocation user or device to which
request
record rights have been allocated.
Change
Create or update
request
user/device allocation
records following the:
acquisition of entitlements
that require allocating to a
user/device (if
Procurement Plugin is
activated, user/device
allocations can be added
during the ‘receiving’
process – see SAM 3.5)
identification of available
rights during 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:
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
50

Link to Request
Fulfillment operational
Allocated
process to fulfill request to
software
deploy software that is
entitlement
allocated to a device or
user.

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

Link from Optimize

Software Installations Unused
(SAM 9.0) process to software
Automated
unallocated rights entitlement
following software information
revocation

Link from Change Unused

Management process to software
remove device/user entitlement
allocations following information
change implementation
51

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.
Retirement/uninstall of
software models based
Software
upon an organization’s
Unused model
technology policy.
software updates
Update Software reconciliation, entitlement
User/device
user/devic where it was identified that information
SAM allocation
e an allocation requires SAM Admin
5.2 Service record
allocation removing (automated).
request [Updated]
record
Analysis of software usage
Change Software
that identified unused
request retirement
entitlements.
information
When 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
uninstalled and retired,
retirement
and an update is required
information
to the status of the
software model and linked
entitlement records
associated with the retired
software.

SAM Cancel Perform necessary actions SAM Admin Software Cancelled

5.3 software to deactivate user software retirement software
subscripti subscription licenses in the information subscription
52

Review Change Request

and reserve the software Allocation Software
Reserve entitlement rights required information
SAM entitlement
entitlemen for Change SAM Admin
5.4 Change record
t rights implementation.
request [Updated]
Determine how long the
rights require reserving for.

Link to Change
Management operational
process to notify Change
Manager that the required
software entitlement rights
are reserved.

Create software installation records and normalize discovery models

Based on pre-
determined schedules,
execute discovery
events to discover
physical and virtual
computers and
associated software
installations.
Discovered CIs are
either created or
updated in the CMDB.
If the Discovery system
identifies new CPU
Types (based on a
combination of
Processor Type/Model
and Server Model) that
are not mapped to a  Discovered
Processor Definition software
defined by a Publisher, installations
this information is
pushed to Content  Discovered
Discover Curation Team for Citrix software
Configurati mapping and inclusion installations
SAM on Items in the SAM Content  Discovered
Automated
6.1 and Delivery Service (CDS). computers
Installed
Discovery also  Unmatched
Software
recognizes installed file CPU types
sets (not running and
not identifiable by  Recognized
probes and patterns) File Sets
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.

SAM Create Discovery captures Automated Discovered Citrix software

Link from Weekly

Scheduled Job to
update the Edition Subscription
value on Software Automated edition
Installation records information
related to Office 365
software subscriptions.

Link from Complete Software

Discovery Models installation
(SAM 7.0) process to edition
add Edition value to an identified
existing software
installation record.

SAM Create/ Create or update Automated  Discovered  Software

 During review of
Discovery Models,
an Edition value
required adding to a
software installation
record

SAM Group Aggregate the software Automated Software Software

6.4 software installation records, installation discovery model
installation created in SAM 6.3, that records [WIP]
records have the same
into the publisher, product, and
discovery version into the same
model Software Discovery
Model
(Note: Newly
discovered software
installations inherit the
normalized values in
the corresponding
Discovery Model, if one
exists).
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
57

SAM Normalize Utilizing the OOTB Automated Software m

6.5 software normalization rules discovery
discovery (updated weekly via model
models CDS) and via manually
Local software
created pattern
library
normalization rules, the
Discovery Model is Pattern
updated to include the normalization
normalized product, rules
publisher, and version Machine
values. learning
The daily normalization predictions
scheduled job also
identifies the following
additional information
that will be populated
into the Software
Discovery Model:
Product Type
(Licensable, Patch,
Driver, Child)
Platform of Discovered
Software
Language of Discovered
Software
Edition of Discovered
Software
Full Version Number

Using machine learning

On occasion, a software
title will not normalize.
In these situations,
proceed to SAM 6.6.

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

SAM Categorize If the Discovery Model Automated Completed Unnormalized

6.6 unnormaliz cannot be normalized normalization discovery model
ed or fully normalized with process
discovery Publisher, Product, and
models Version values, an
attempt is made to
partially normalize the
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
59

Link to Complete
Software Discovery
Models (SAM 7.0)
Partially
process to review
normalized
partially normalized
discovery model
Software Discovery
Models following the
normalization process.

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

Review the list of software

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

Link to Create Software

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

Incorrect
Event trigger to reject
normalizatio
normalization rules
n rules

SAM Reject If, during the execution of SAM Admin Incorrect  Software
7.2 normaliz SAM processes, it is normalizatio discovery
ed discovered that the n rules model
software normalization rules assigned information
discover to a software discovery model
 Pattern
y model during the automated
normalizatio
64

Determine the required

information to fully normalize
the discovery model (i.e.,  Software
Resolve Product, Version) and modify discovery
partially the model in SAM 7.7. When model
Partially
normaliz appropriate, create a custom information
SAM normalized
ed software product for SAM Admin
7.3 discovery  Custom
software Publisher Normalized model software
discover Discovery Models if the product
y models correct product is unavailable
in the content library.

Determine if the Discovery

Model is licensable and
whether it requires including
Resolve for consideration during
unmatch software reconciliation. Pattern
Unnormalize
SAM ed If the software requires normalization
SAM Admin d discovery
7.4 software licensing, create a custom rules
model
installati software product record and requirements
ons proceed to SAM 7.6 to create
pattern normalization rules
that will enable automatic
normalization.

Weekly Time Trigger to

review suggested
normalization changes based
on Central Software Library
content.

Review a Normalization
Suggestion to analyze any
conflict between what was
manually normalized and
Central Software Library  Accepted
Review Suggeste normalizatio
content.
normaliz d n suggestion
SAM
ation Accept the suggestion to SAM Admin normaliz
7.6  Rejected
suggesti automatically update the ation
ons Discovery Model to the changes normalizatio
correct normalized values. n suggestion

Reject the suggestion to keep

the manual normalized
values.

SAM Modify Modify existing Software Software Manually

7.7 discover Discovery Models with the discovery normalized
y model following information: model discovery model
information
Product
Accepted
Version
normalizatio
66

Daily Scheduled Job to

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

Perform software reconciliation

Time/Event Trigger to Ad-hoc

execute and ad-hoc software software
reconciliation reconciliatio
n
requirement
s

Prior to performing an ad-hoc SAM Admin Ad-hoc Software

reconciliation, ensure that: software publisher
reconciliation information
All processor definition
requirements
updates have been executed Result
in the Central Software Client access grouping
Library. records dimensions
[Updated]
For usage information not
automatically derived via Processor
platform integrations, ensure definitions
all counts related to user and [Updated]
device usage are entered into
the appropriate Client Access
Establish record.
SAM software Determine which publishers
8.1 reconciliati are in scope for the ad-hoc
on scope software reconciliation.
For software reconciliation
calculations where
compliance is based on the
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 Automated Software

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

Link from Complete Automated Software

Software Discovery discovery
Models (SAM 7.0) process models
to receive manually
normalized Discovery Models

to match up with entitlements

associated with Software
Models to calculate effective
license positions.

Link from Process Software Automated Software

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

Link from Monitor SaaS Automated Software

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

Weekly Scheduled Job to Automated

automatically run software
reconciliation for all licensable
software. If the reconciliation
results require the
assignment of grouping
dimensions (e.g., group by
70

country/location, etc.), this

requires configuring in the
automated job. The groupings
can be set up in the SAM Pro
system properties.

SAM Calculate Based on all automated Automated Software Software

8.2 effective inputs, calculate effective publisher reconciliatio
license license positions for selected information n results
position publishers and produce
Software
reconciliation results. This is
entitlement
addressed by matching
information
software installations to the
most specific software model Software
based on publisher, product, discovery
and version. If no match can models
be found between a software Software
installation and software usage
model, the installation will not information
be licensed.
Result
Rules regarding the rank and grouping
order in which compliance is dimensions
calculated are built into the
reconciliation engine to
ensure no double counts
occur (e.g., an entitlement
may be defined as Per User
and Per Device).
For products identified in the
reconciliation with unlicensed
installations and no software
model exists, a software
model record is automatically
created so that the unlicensed
installations can be
associated with a Software
Model
Notes:
Only ‘Licensable’ Software
Discovery Models are
considered during
reconciliation.
For software subscription
licenses, any use allocations
are ignored during
reconciliation since the
allocations are handled in the
vendor’s licensing system.
Adobe Creative Cloud
software model will be used
71

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 Automated

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

SAM Review Review the software Software Software Reviewed

8.3 software reconciliation results in the Asset Reconciliation Software
reconciliati License Usage (formerly Manager Results Reconciliatio
on results License Workbench) or in a n Results
Publisher Dashboard. Follow
Removal
attached link for details of the
Candidates
License Usage Dashboards:
Compliance
Reports
https://docs.servicenow.com/b
undle/rome-it-asset-
management/page/product/
software-asset-
management2/concept/sam-
workspace-workbench.html
Reconciliation results are
displayed in a layered
hierarchy:
Product Results - overall
compliance status,
unlicensed installs, true-up
costs, over licensed
amounts, and removal
candidates for a software
72

product. This includes all

the publisher’s licensable
products that have
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
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
74

not in use, Not 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 Removal

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

SAM Identify Following review of the Software Reviewed Non-

8.4 remediatio reconciliation results Asset software compliant
n actions associated with each non- Manager reconciliation software
for non- compliant software product results remediation
compliant and associated models, actions
software analyze the different License
Metric results associated with
the Software Model result
along with the associated
remediation options. The
following remediation actions
are available:
Purchase rights are needed
for unlicensed software.
Remove unlicensed installs for
unlicensed software.
Create allocations for
unallocated installs where
available rights exist for each
unique license metric
associated with the Software
Model, (except User CAL and
Device CAL entitlements) OR
create removal candidates for
unallocated installs (‘not
allocated in use’).

Remove allocations for

purchased entitlements
allocated 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.

SAM Execute For remediating non- Software Non-compliant Software

8.5 remediatio compliant software models Asset software entitlement
n actions where available rights exist Manager remediation procurement
(‘not allocated in use’, actions requirement
‘allocated not in use’), s
perform the following actions:
Software
For ‘not allocated in use’ allocation
(rights purchased but not updates
being used), create
Claimed
allocations from available
software
rights OR create Removal
removal
Candidates if it is determined
candidate
that the unallocated install
requires removing from a Software
user/device removal
candidate
For ‘allocated not in use’,
request
create Removal Candidates if
a decision is made to reclaim
the rights associated with the
allocated install that is not
being used.
For Removal Candidates
identified via software usage
monitoring in SAM 9.0,
determine if removal is
76

required to remediate a non-

complaint software situation
and, if so, initiate actions to
claim the software.
For unlicensed software
installs (including Device or
User CALs), determine the
number of rights that require
purchasing OR initiate actions
to create Removal Candidates
to remove unlicensed
installations.
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 Automated Software

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

Link to Acquire Software Software

Entitlement (SAM 3.0) entitlement
process to initiate the procurement
purchase of entitlement rights requirement
to enable software license s
compliance.

Link to Optimize Software Software

Installations (SAM 9.0) removal
process because during the candidate
remediation of non-compliant
77

software, it is determined that request

unlicensed or unallocated
software installations require
uninstalling.

Primary
ID Tasks Procedures Input Output
role

Time Trigger to create

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

SA Create Define usage conditions and Software Reclamation

M reclamation attributes for software Asset rules
9.1 rules reclamation rules. The rules Manager
include:
(EUC
software Name of reclamation rule
only)
Software Products against
which the rule needs to be
applied
Whether the user assigned
to the hardware on which
the software is installed
requires notifying prior to
software removal
Number of days after which,
if no user response is
79

Create a reclamation rule

for an SAP named user type:
Follow attached link for
details of User transaction
activity for SAP named user
types

Based on software products

that are associated with a
reclamation rule, produce
monthly software usage
records based on SCCM Software Software usage
Automated
usage metering or the date usage report
with
Produce that the software was last Microsoft information
monthly used. SCCM Reclamation
SA software integration rules
M usage report
9.2 For SAP, discover
(EUC SAP user
transactions codes for SAP Automated
software SAP transactions
users. (SAP
only) transaction codes (SAP User
This list is compared then Transaction codes (t- Active
against SAP Named User s) codes) Transactions)
reclamation rules to
determine whether the user
is assigned an optimized
license.

Link to Perform Software

Reconciliation (SAM 8.0)
process so that removal Removal
candidates can be reviewed Automated candidate
and actioned during the record
remediation of non-
compliant software.

Following the creation of a

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

Dependent upon pre-

determined policy, the user
or business owner of the
software may be authorized
to approve/reject the
removal request OR the
user’s manager may need to
provide a final approval.
If the user/business owner
or designated approver
approves an uninstall OR
Review and
the specified number of
SA approve Software Software
days required for a response Removal
M software removal removal request
(associated with the Approver
9.5 removal request [Updated]
reclamation rule) is
request
exceeded, this triggers an
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
request should be
uninstalled. If it is
determined the software
Validate requires uninstalling, initiate
SA Software Software Approved
Software actions to revoke the
M Asset removal software
removal software installation.
9.6 Manager request removal request
request
If the Software Asset
Manager forces the removal,
this triggers an automated
action to revoke the
software installation.

Daily Scheduled Job to

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

Communicate with Client

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

Scheduled Job to
automatically obtain
software usage information Software usage
from systems/portals that information
are not enabled by OOTB
SAM Pro integrations.

Time Trigger to manually

obtain software usage Software usage
information from a pre- information
defined source.

Review software usage

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

Link from Maintain

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

Following analysis of the

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

Based on the usage

information received,
identify the Device or User
client access record and
enter the quantity of
devices or users using the
server software model.
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
Updat per day in this table with
e user the maximum in use count
or for that particular day. if
Client access
device the maximum number of
SAM record Client access record
count users is greater than the
10.3 count previously populated, Software usage [Updated]
on
client then the client access information
access record is updated with the
record 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.

Catalog Admin
Administrator

Configuration
Procurement
Requester

Approver

Software

Software
Manager

Manager

Manager
Contract
ID Activities

Content
Finance

Change
Library
Admin
Asset

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 R A/R C I A/R

Reclamation

SaaSLM 2.6 Execute SaaS License Reclamation Automated

SaaSLM 2.7 Transfer User Files Automated

SaaSLM 2.8 Verify License Deactivation A/R

Configuration
Procurement
Requester

Approver

Software

Software
Manager

Manager

Manager
Contract
ID Activities

Content
Finance

Change
Library
Admin
Asset

SAM
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

Primary
ID Tasks Procedures Input Output
role

Event trigger when

weekly data imports from
a vendor’s SaaS portal Automated Software model
identify new software information
models 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
Software model
(SaaSLM 03) process to
information
create software models
for unmanaged products.

SaaSL Create This step is automated Automated/ Software model SaaS

SaaS when an integration Software
92

Weekly Event trigger

to import user
subscription data via Subscription
integration with a SaaS record
vendor’s licensing
system.

Link from Optimize Automated Software model

SaaS License Usage updates
(SaaSLM 2.0) process
to receive updated user
subscription information

The following information

is imported from the
SaaS vendor portal and
associated with the SaaS
software model:
 User principal name
 Subscription profile
Create/
 Last activity date User
SaaSL Update
Subscription
M User If user subscription Automated/ SaaS Software
record
Subscrip records require manually SAM Admin model record
1.2 [New/Update
tion adding to the software d]
Records model, create a software
subscription record by
entering the following
information:
 Software model
 User Name
 Last activity date
Link to Perform
Software  User
Reconciliation (SAM Subscripti
8.0) process to calculate on record
compliance for hybrid’  SaaS
SaaS software Software
models/entitlements that model
are required for licensing record
discovered installations

Weekly Event trigger

to import license usage
information via SaaS License
Automated
integration with a SaaS Usage
vendor’s licensing
system.

SaaSL Create/ This step is limited to Automated SaaS License Software

update ‘pure’ SaaS licensing use Model User
94

Automatically import the

following usage data
from SaaS vendor’s
licensing system:
 Total rights owned
 Total rights assigned
 Total stale rights
 Total rights available
 Average unit cost
Total Spend
Underperforming spends
(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 have been
suspended, but not de-
activated.
 For DocuSign,
enterprise customers
license by ‘Envelopes’,
and the DocuSign
software model
95

Time Trigger to review

SaaS software model
records to review license
usage and reclamation
candidates.

SaaSL Review Note: SaaSLM 1.4 -> Software Software Model  Software
M SaaS SaaSLM 1.6 are Asset User Summary entitleme
Software applicable only for ‘pure’ Manager nt
1.4
Usage SaaS software models procurem
Summar (e.g., Box, DropBox, and ent
y DocuSign) that only exist requirem
in the cloud where the ents
user subscription is
 Software
licensed – no device
usage
installation is required -
reviewed
and an integration with
the SaaS vendor’s  License
licensing system renegotia
provides license usage tion
information (See SaaSLM required
1.3).
Review the usage
summary and review
stale rights and
underperforming spend.
If it is determined that
stale rights require
reclaiming, proceed to
SaaSLM 1.5 to review
reclamation candidates.

https://docs.servicenow.c
96

Link to Acquire
Software
Software Entitlement
entitlement
(SAM 3.0) process
procurement
because additional SaaS
requirement
software license is
s
required

Link to external
Supplier Management
operational process to
provide details of SaaS License
license usage analysis renegotiatio
that have identified n required
opportunities to
renegotiate SaaS
licensing agreements.

Link from Optimize Automated Reclamation

SaaS License Usage Candidates
(SaaSLM 2.0) process

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

Link to Optimize SaaS

License Usage License
(SaaSLM 5.0) process deactivation
to execute SaaS license request
reclamation

Optimize SaaS License Usage

Link from external

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

Based on user activity

detailed in the import,
surface stale license
information to identify
reclamation candidates.
Note:
Following the initial set-
up of the integration
profiles, historical
Salesforce and DocuSign
SaaSL Analyse usage data will be
M Software usage Stale
User immediately Automated
information licenses
2.1 Activity 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 reclamation rule  Stale

SaaSL Assign Assigned
to stale license. licenses
M Reclamatio Automated reclamation
n Rules  Reclamation rule
2.2
rules

Time trigger to review

reclamation rules for
SaaS products

SaaSL Review/ The default rule is 30 Software Reclamation Reclamation

M update days since the last user Asset rules rules
reclamatio login date or last Manager [Updated]
2.3
n rules meaningful activity
performed by the user.
Determine if any
reclamation rule
modifications are
required for specific SaaS
software products. Other
reclamation rule

100

conditions that require

confirming:
Whether user assigned to
the hardware on which
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.
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- Assigned Reclamation

based reclamation rules reclamation rule candidate
defined in SaaSLM 2.3
reclamation candidates
are automatically created
via a monthly scheduled
job for each SaaS
installation that violates
a rule.
SaaSL Create If the defined reclamation
M reclamatio rule is for the software to Automated
n candidate be uninstalled without
2.4
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 Reclamation

Software Models candidate
(SaaSLM 1.0) process
to provide details of low- Automated
usage SaaS licenses that
are candidates for
reclamation

101

Dependent upon pre- Reclamation  License

determined policy, the candidate deactivatio
user of the software may n request
be authorized to
 Rejected
approve/reject the
reclamatio
removal request OR the
n
user’s manager may
candidate
need to provide a final
approval.

https://docs.servicenow.c
om/bundle/rome-it-asset-
Review and
management/page/produ
SaaSL approve
ct/software-asset-
M SaaS
management2/concept/ Automated
license
2.5 reclaiming-user-
reclamatio
subscriptions-saas.htmlIf
n
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.

Link from Monitor SaaS License

Software Models deactivation
(SaaSLM 1.0) process request
to execute SaaS license
reclamation

SaaSL Execute Following the approval of Automated License  User files

M SaaS a reclamation candidate deactivation require
License or the initiation of the request transferrin
2.6
Deactivatio reclamation process via g
n analysis of reclamation
 Subscriptio
candidate in SaaSLM-01,
n license
execute SaaS license
requires
deactivation activities
deleting / d
which requires for the
eactivating
user subscription to be
deactivated or deleted. If  Software
the license does not model
require deactivating in a updates
vendor portal, the
reclamation action
automatically updates
102

the user subscription

records on the software
model.
For SaaS applications
(e.g., G-Suite, Box,
Dropbox), files
associated with a user
profile require moving
and preserving before
license reclamation
occurs. In such
situations, proceed to
SaaSLM 2.7. 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 Subscription

vendor portal to license
delete/deactivate user requires
subscription licenses. deleting / de
activating

103

deleted.

Transfer user files to a User files  Subscriptio

folder prior to account require n license
deletion. Specific use transferring requires
cases: deleting
/deactivati
Box: User files are
ng
transferred to a subfolder
of an automatically  User files
created folder transferred
(ServiceNow – Reclaimed
Subscriptions) that
SaaSL resides in the Box admin
M Transfer account. The user is then Automated
User Files deleted.
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 Subscription Deleted/

vendor portal to license requires deactivated
delete/deactivate user deleting / deacti subscription
subscription licenses. vating license

Verify user subscription Deleted/ Deletion/

SaaSL Verify license have been deactivated deactivation
M License deactivated or deleted in subscription of
SAM Admin
Deactivatio the SaaS admin portal. license subscription
2.8 n license
verified

Following the (a)  Rejected Closed

rejection of a request to reclamation reclamation
reclaim a SaaS license candidate candidate
SaaSL Close OR
 Deletion/
M Reclamatio (b)deactivation/deletion
Automated deactivation
n of a user subscription
2.9 of
Candidate license in the vendor
subscription
portal, close the
license
reclamation candidate
verified
record.

Detect and Analyse Unmanaged Software Spend

104

105

Export spend data from GL

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

SaaSL Load GL & Upload GL and expense data Finance Exported GL SAM spend
M Expense into SAM spend transaction Admin and expense transaction
Data into import template with the data import
3.2
Import following spend transactions: template
Template [Complete]
 Source
 Vendor Name*
 Transaction Description*
 Expense/GL Account*
 Type (Expense or Account
payable) *
 Cost Center
 Department
 Location
 Amount

106

Using Vendor Name,

Transaction Description and
GL Account, the SN
Predictive Intelligence Engine  Normalized
(shared machine learning software
capability) discovers and spend
 SAM spend
normalizes detected transactions
Discover transaction
software spend into product ServiceN import  Unnormalize
SaaSL and Predict
categories and predicts ow AI template d software
M Software
publishers/products. Services spend
Spend  Software
3.3 (Automa transactions
Transactio If opted into the SAM Content spend
ted)
ns Service, Vendor Name, normalizatio  Overlapping
Transaction Description and n rules software
GL Account data (‘Prediction information
Data Fields’) are shared with
ServiceNow content curation
function for analysis.

Review customer’s software

spend information and
identify
Analyse unnormalized/unlabeled
Unnormaliz transaction strings (vendor, Unnormalized
description, Expense/GL software Software
ed Content
SaaSL account details) spend spend
Software Specialis
M 3.4 transactions normalization
Spend Determine the correct label t
rules
Transactio (publisher, product, software
ns spend = software) for the
unlabeled transactions and
add rules to the ITAM
Production Content instance.

SaaSL Review Review software spend Software  Normalized  Unnormalize

M 3.5 Software detection results in the Asset software d software
Spend Spend Detection Overview Manager spend spend
Detection UI, review the following transactions transactions
Results information: require
 Unnormalize
reviewing
 Total Detected Spend d software
spend  Software
o Accounts Payable
transactions spend
107

Link to Monitor SaaS

Software Models (SaaSLM Software
01) process to create model
software models for information
unmanaged SaaS products.

In the Overlapping Software

Overview UI, review overlap
of software spend across
different product categories
(e.g., videoconferencing,
CRM).

Review Identify highest spend and Software Overlapping Overlapping

SaaSL highest counts of
Overlappin Asset software software
M 3.6 overlapping software and
g Software Manager information reviewed
initiate conversations with
procurement/commercial
functions (based on accurate
data) to enable discussions
that will enable the
consolidation/elimination of
unnecessary software spend.

Link to external Supplier

Management operational
process to provide Overlapping
information of high software
volume/value software spend reviewed
so that this information can
contribute to vendor
contractual discussions.

Resolve Review unnormalized Unnormalized

Unnormalized
Unnormaliz transactions (i.e., publisher software
software
ed product label is not assigned) spend
SaaSL spend
Software and when appropriate, transactions
M 3.7 transactions
Spend assign product, cost center, require
reviewed
Transactio department and location reviewing
ns data attributes.

109

Name Description

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

Security Policies Security policies governing access to assets.

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

The scope of an organization’s Hardware Asset management process is the

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

Change
Management Change Management Policies and procedures.
Policies

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

Systems
The architecture that provides direction on how Systems Management tools
Management
and processes are to be selected, designed, and integrated
Architecture

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.

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
110

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

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

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

Number of software vendor Allows for planning of software vendor audits

audit notifications received per
year

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

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.

111

Any resource or capability, including anything that could

contribute to the delivery of a service. Assets include
Asset hardware, software entitlements and 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 cost. Attributes of
Attribute
CIs are recorded in the configuration management database
(CMDB).

A named group of things that have something in common.

Category
Categories are used to group similar things together.

The addition, modification, or removal of anything that could

Change
have an effect on IT services.

The process responsible for controlling the life cycle of all

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

A record containing the details of a change. Each change

Change Record record documents the life cycle of a single 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 Record CI Record configuration item. Configuration 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 throughout its life cycle by service asset and
Configuration Item CI 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

Configuration CMDB A database used to store configuration records throughout

Management Database their life cycle. The configuration management system
maintains one or more CMDBs. Each CMDB stores attributes

112

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
Content Service into 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 defines and
Customer 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 includes
Discovery Model
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 process or
Effectiveness
activity is one that achieves its agreed objectives. See also
Key Performance Indicator.

A measure of whether the right amount of resource has

Efficiency
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
Key Performance
KPI as key performance indicators and used to actively manage
Indicator
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 for the

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

Metric Group 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 best to check
113

The normalization process compares the discovered

publisher, discovered product, and discovered version
values associated with a Discovery Model against
Normalization
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 and to
Policy 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
Publisher Part Number PPN number is unavailable, the 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. The

Request for Change RFC 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
Role function. One person or team may have 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 facilitating the

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

Measured and reported achievement against one or more

Service Level
service level targets.

An agreement between an IT service provider and a

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

114

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
Software Asset activities in the software asset management
Management Content lifecycle
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

in an organization’s network environment. (e.g., SN
Software Installation
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 License software. It contains a set of terms and conditions 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 created for all
installed software products within an organization and are
Software Model used to tie software installations (software being used) with
entitlements (software owned). A Software Model consists of
a Publisher, Product, Version, Edition, Platform, and
Language

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

Software Product
Captivate

A person interested in an organization, project, or IT service.

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

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

Users are distinct from customers, as some do not use the IT
115

116

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