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

[saint]

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 · Accepted solution]

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.

[Tanushree Maiti · Accepted solution]

Identify users assigned an ITIL license

Ans : create a report on the sys_user table. 

Filter it with following condition: Sys ID is javascript: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: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...