How to Report on ITIL License Usage vs Inactive Users (30/60/90 Days)

saint · 3 weeks ago

Hello Experts,

I’m looking for guidance on creating a report (or dashboard) to analyze ITIL license usage efficiency.

Identify users assigned an ITIL license
Compare this against user login activity
Specifically highlight users who:
- Have not logged in for 30, 60, or 90 days
The goal is to determine whether ITIL licenses can be reclaimed or optimized

AndersBGS · 3 weeks ago

you have sys_user_has_role and sys_user which can be dot-walked from sys_user_has_role. Where do you experience issues in creating the report.

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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Tanushree Maiti · 3 weeks ago

Identify users assigned an ITIL license

Ans : create a report on the sys_user table.

Filter it with following condition: Sys ID is javascript&colon;getRoledUsers('IN','itil')

Refer: https://www.servicenow.com/community/developer-forum/need-to-help-on-pulling-report-of-itil-users/m-...

Compare this against user login activity

Specifically highlight users who:

Have not logged in for 30, 60, or 90 days

Inactive Login Report (No Usage):
- Table: sys_user
- Filters: Roles contains itil AND Last login time before javascript&colon;gs.daysAgo(90) (for a 90-day review period). //check it for 30, 60, or 90 days
No Ticket Activity Report (Under-utilized):
- Table:sys_user_has_role
- Logic: Users with the itil role who have not updated or created a task (like incident, change_request, sc_req_item etc) in the last 30, 60, or 90 days

The goal is to determine whether ITIL licenses can be reclaimed or optimized

Ans. you may create a scheduled job to deactivate users who have not logged in or worked on tasks in over 90 days.

Refer this post for the script: https://www.servicenow.com/community/sysadmin-forum/best-way-to-get-an-overview-for-license-utilizat...

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:

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Ankur Bawiskar · 3 weeks ago

@saint

check these links

ServiceNow licensing / usage reports

Need help on pulling a report of users when they last used Servicneow itil

User login-logout statistics/report for an instance

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

saint · 3 weeks ago

Hi @Ankur Bawiskar

Thank you for your response. I was able to identify ITIL users who have not logged in over the past 30, 60, or 90 days. I now plan to analyze the users who have logged in to determine whether their activity was related to resolving tickets or limited to actions such as submitting requests through the portal, completing surveys, or performing other non-fulfillment activities. do you know if there's any table that would provide this information.

Ankur Bawiskar · 3 weeks ago

@saint

Thank you for marking my response as helpful.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

AndersBGS · 3 weeks ago

Hi @saint ,

you have sys_user_has_role and sys_user which can be dot-walked from sys_user_has_role. Where do you experience issues in creating the report.

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/