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Adding ITIL role ro service account will act as license consumed?

Prasanna_Patil
Kilo Sage

3 weeks ago

Hey All,

 

If we give Itil role to service account, will it considered as license consumed?

 

 

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Regards,
Prasanna
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Tanushree Maiti
Tera Patron

3 weeks ago

Hi Prasanna,

 

Answer is NO.

  • The account must be explicitly marked as Web service access only/ Integration user , those are excluded from fulfiller count
  • ServiceNow counts fulfiller licenses based on active, unique users assigned the itil role who sign in via the UI.

 

License count varies from contract .  As contractual terms can vary, it is always recommended to verify with your ServiceNow Account Representative to discuss about your license related queries.

Also check your organization's ServiceNow Subscription Management dashboard to .

 

 

 

Refer similar post: https://www.servicenow.com/community/itsm-forum/do-service-accounts-consume-fullfiller-licenses/m-p/...

 

https://www.servicenow.com/community/community-central-forum/servicenow-itil-role-license/m-p/346730...

 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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MaheshG95462175
Tera Contributor

3 weeks ago

It depends on one setting, not on the role by itself.
ServiceNow's fulfiller license count is based on active, interactive logins a user needs to actually sign into the UI with a fulfiller-mapped role (like itil) for it to count. So the real question isn't "does itil = license," it's "can this account log in?"

Practical breakdown:

1) Account set up as an integration/API user with "Web Service Access Only" checked >> excluded from licensing entirely, regardless of what roles it holds. It physically can't authenticate through the UI, so ServiceNow's usage analytics never picks it up as a fulfiller.
2) Account left as a normal interactive user with the itil role >> even if it's "just" a service account on paper, if it's capable of UI login and ever does, it gets counted like any other fulfiller.

So the fix, if you're worried about license spend: check the user record for that service account and confirm the Web Service Access Only checkbox is ticked. That flag not the role is what determines license impact.
One caveat: subscription contracts differ, so it's worth a quick confirmation with your ServiceNow account rep or a look at your org's Subscription Management dashboard if you want a definitive number for your instance.

Sources I checked before writing this:

 



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