Use Case:
A significant number of individuals recognize that SAM serves as a plug-and-play solution, requiring no configurations to enhance its effectiveness. If this is not the case, which specific areas should we concentrate on regarding SAM configuration?
Solution:
The subsequent twelve fundamental pillars are designed to concentrate on the configuration areas that will enhance the software asset management solution. This objective can be accomplished with the assistance of implementers and key business stakeholders. Implementers facilitate the comprehension of various terminologies, while stakeholders must grasp and provide the necessary data for system configuration.
1. Success Goal & Activities:
It is essential to implement the SAM solution within the business context. The objectives and associated activities should be evaluated in relation to publishers, software models, procurement, renewals, and other relevant factors.
For instance, when the maturity of the CMDB exceeds 85%, Microsoft publishers can serve as a pertinent example.
The objective should be defined as the onboarding of Microsoft 365 models and products, along with the provision of support for forecasting and calculating software investments. It will be handled under 'samp_success_goal' & 'samp_success_activity' table.
Organize the sample activities as follows:
a. Confirm the software model and ensure alignment with the identified model.
b. Reach an agreement on the development of software catalogs and associated workflows.
c. Facilitate proactive procurement through the utilization of stock rooms.
d. Provide training for the SAM Manager on the capabilities of ServiceNow SAM.
e. Document artifacts related to non-compliant scenarios from a business perspective.
2. Consumption Rules:
It facilitates the precise identification of non-compliant software. This regulation aids in refining compliance criteria according to various parameters such as company, department, cost center, region, and country.
It enables the identification and segregation of compliant and non-compliant software based on this configuration. The setup will be tailored to align with the business and the SAM manager's objectives. Its primary function is to ensure the compliance status of the software. It will be managed under 'samp_consumption_rule' table.
3. Reclamation Rules:
It is essential to comprehend the low utilization and unused software present on the installed machines utilized by users. This analysis aids in identifying the 'Potential Savings' for each month. We can establish conditions based on the various software models.
The reclamation type 'Applies to' offers only three available options. The 'Subscription Software' type is not subject to configuration, as it is pre-set with an entry in the out-of-the-box (OOB) settings. If necessary, additional filter conditions can be incorporated into the rule. Most custom rule configurations concerning 'Installed Software' pertain to the 'Applies to' category, with the Reclamation Type being either Total Usage or Last Used Date.
Furthermore, a notification configuration is available to alert users prior to the reclamation of software from their machines. All of these elements can be managed within the 'samp_sw_reclamation_rule' table.
4. Import Entitlements:
Entitlement plays a crucial role in the effective operation of the Software Asset Management (SAM) solution within a business environment. The integration with the Microsoft publisher facilitates the identification of which users are assigned to specific licenses. However, this integration does not provide information regarding the quantity of entitlements purchased or the relationship with the software models.
To obtain this information, the business will need to provide entitlement details separately using an Excel template. In cases where the business does not fully comprehend this information, the SAM Specialist should clarify and gather the necessary details. Once this information is obtained, it should be imported into the 'alm_license' table.
Another significant aspect of entitlement is the 'Unit Cost.'
The cost associated with each license is considered proprietary information and must be supplied by the business team for each entitlement. If the unit cost is not accurately configured, it may adversely impact potential savings, true-up costs, and other financial considerations.
5. Software Model to Catalogues:
As a technician, prioritize the top 10 software license purchases and activations, subsequently identifying the corresponding software models. Engage in discussions with the business and elucidate the findings to the necessary key stakeholders. Collaborate with the business team to develop the catalogues.
The out-of-the-box functionality of ServiceNow offers a straightforward option to convert the catalogue from the software model. The relevant link can be found in the 'cmdb_software_product_model' table, specifically named 'Publish to Software Catalog'
6. Workflows & Approvals:
Workflows and approvals are integral components of the Software Catalog items. The SAM specialist should engage with key stakeholders to determine the number of approvals necessary. Based on this discussion, they should utilize the 'Flow Designer' and 'Workflow Editor' to create the approval flows and subsequently tag these flows within the software catalog. This process is designed to support 'Procurement - Reactive' scenarios.
7. Procurement - Purchase Order 'Source Request':
Procurement is categorized into 2 types:
1. Proactive - Stock Room & Stock Rules
2. Reactive - Software Catalogues & Workflows
Reactive use cases are managed through Catalogues, Workflows, and approvals utilizing the 'Source Request' user interface action. This functionality is part of the out-of-the-box (OOB) capabilities and is accessible within the 'sc_task' table. Prior to enabling this feature, it is essential to configure the 'Stock Room' according to business regions. The business will assist in obtaining the necessary stock room and manager information.
8. Stock Room & Stock Rule:
The Stock Room is actively facilitating the procurement process. The details regarding the stock room are supplied by the business; however, the SAM specialist is responsible for promoting best practices for stock room management. For instance, when stock room names are identical but located in different areas, the SAM specialist will provide guidance on effective management and handling procedures.
Utilizing the Stock Room, the stock rule will be effectively managed. This system assists in establishing the threshold value for each software model and entitlement. Once this threshold is reached, it will notify the stock room manager to procure additional licenses, ensuring that an adequate number of licenses are available to support business operations.
If there is a need to configure an additional team to receive notifications when the threshold value is reached, this can be done with ease. The management of Stock Room and Stock Rules is conducted through the 'alm_stockroom' and 'alm_stock_rule' tables. To set up restocking notifications, navigate to Home Page > Notification > 'Asset Restocking' and make the necessary updates to the configuration.
9. Notification (Business Template):
Notifications serve as the primary means of conveying the software's status to the user. By default, the out-of-the-box (OOB) solution includes a standard template along with predefined trigger conditions. However, certain customers may request the inclusion of their business logo, banners, and HTML templates within the notification framework. Should modifications be necessary, or if a new notification needs to be created, the trigger conditions can be defined based on the OOB specifications.
10. SAM Managers & Procurement Groups:
The software manager group is readily accessible by default, allowing for the collection of manager details and their configuration within the group. In a similar manner, a procurement group should be established, and suitable candidates must be configured within this group. This process will be facilitated by engaging key business stakeholders.
11. Renewal Calendar:
The management of software renewals is conducted through the contract table, specifically within the 'ast_contract' table. This contract table is interconnected with the 'alm_license' table. It is essential to keep this information current. Consequently, you can retrieve the pertinent details from the 'Software Asset Workspace' utilizing the 'Renewal Calendar'.
12. Import Spend Detection:
If a business incurs software expenses, these will be managed through the ServiceNow Software Asset Management (SAM) solution by utilizing the 'Import Spend Transactions' feature. To initiate this process, navigate to the 'Homepage', select 'All', and enter 'Spend Transaction' in the search bar. Choose the option under 'Software Asset'.
Download the provided Excel template and request that the business complete it. Once filled, proceed to import the data. ServiceNow will oversee the spend transactions, ensuring they are readily accessible within a single system.
Regards,
Suresh.
