ITIL License Over‑Allocation Cleanup

[CarolMa6]

Hi, 

Help please. Our Subscription Management dashboard shows that ITIL licenses are over‑allocated. We’d like to clean this up by reviewing last login dates and removing ITIL licenses where they’re no longer required.

This includes users who haven’t logged in over the last 90 days, as well as approvers who have the Business Stakeholder role but still hold ITIL licenses.

what would the best solution be here?

[Dr Atul G- LNG]

Hi @CarolMa6 

Create a report where you can capture the last login details. Then, filter the report based on users who have not logged in for the past 90 days.

Similarly, create another report to identify users who have the Stakeholder role. Based on this, you can review and remove the role from those users if required.

https://www.servicenow.com/community/servicenow-ai-platform-forum/license-allocation-unable-to-remov...

https://www.reddit.com/r/servicenow/comments/1m8vkrb/advice_tracking_itil_user_license_usage_in/

[Tanushree Maiti]

Hi @CarolMa6 

Before doing anything , please check your policy . 

Because we have faced the same issue.. Lots of user do not login into Servicenow by last 30 days/60 days/90 days..

But as per policy they should have access in Servicenow. 

So user access cleanup - technically easy but Process wise you have to validate with your client account.

[CarolMa6]

@Tanushree Maiti We have user's that have not login for over 6 months we don't want to delete the users from the system however remove the license. we are also overallocated, so we need to check which users are not utilising their license and save.