Need to know Servicenow licensing details

chitrat · ‎06-17-2015

Hi All,

I just want to know about service now licensing based on the instance type.

I have requested for the info in this page ServiceNow | Contact Us ,but still I did not get any response from anyone.

Can anyone guide me how to get those information.

Thanks in advance

Chitra T

avinash kumar · ‎08-07-2015

Hi Chitra,

If you go to service now, out of the box they have a licencing model, wherein any user with a role will be charged around 45$ per month/user. But there is a provision to have service catalogue where in the users can go on creating various types of records. Basically there are three different levels of user:

1. Users without any role - Free (who can view ESS portal)

2. Users who are fulfiller (Like working on the change, incident etc) -> Normally they need ITIL role and are charged.

3. Service Desk (itil admin role) charged

Besides you can have various types of customization which can bypass the licensing model as everything is configurable in the platform. Therefore service now does not have a universal licensing model and your organisation needs to finalize it with them.

For example: for creating a change request, you need change_submitter role, but you can modify this to allow anyone (even free users or end users) by simply doing some changes. However, you need to comply by the agreement hashed out between service now and your organisation. It is quite possible that you will be allowed to bypass some of the out-of -the-box restrictions.

But please be aware that service now runs periodic checks to verify if the licensing model is not breached. Breaching which results in penalty at times and therefore this area is very personal to all organisation.

I would suggest that you start with a few licenses and find out what needs to be modified as per your organisational need and sort the licensing agreement with service now. It is quite possible that you may get some customized model as per you usage.

Also it is imperative to have a count of the licensed users so that you don;t breach the number anytime.

Hope this helps.

Regards,

Avinash

View solution in original post

avinash kumar · ‎08-07-2015

Hi Chitra,

If you go to service now, out of the box they have a licencing model, wherein any user with a role will be charged around 45$ per month/user. But there is a provision to have service catalogue where in the users can go on creating various types of records. Basically there are three different levels of user:

1. Users without any role - Free (who can view ESS portal)

2. Users who are fulfiller (Like working on the change, incident etc) -> Normally they need ITIL role and are charged.

3. Service Desk (itil admin role) charged

Besides you can have various types of customization which can bypass the licensing model as everything is configurable in the platform. Therefore service now does not have a universal licensing model and your organisation needs to finalize it with them.

For example: for creating a change request, you need change_submitter role, but you can modify this to allow anyone (even free users or end users) by simply doing some changes. However, you need to comply by the agreement hashed out between service now and your organisation. It is quite possible that you will be allowed to bypass some of the out-of -the-box restrictions.

But please be aware that service now runs periodic checks to verify if the licensing model is not breached. Breaching which results in penalty at times and therefore this area is very personal to all organisation.

I would suggest that you start with a few licenses and find out what needs to be modified as per your organisational need and sort the licensing agreement with service now. It is quite possible that you may get some customized model as per you usage.

Also it is imperative to have a count of the licensed users so that you don;t breach the number anytime.

Hope this helps.

Regards,

Avinash

cerretan · ‎10-07-2015

Hi Chitra - I am happy to connect you to the sales team that supports you if you tell me your location. I am an Account Executive with ServiceNow and some of the information above is incomplete. I am happy to help. mark.cerretani@servicenow.com or 407-730-0422.

pavan_yakkala · ‎11-30-2015

Hi Avinash,

Thanks for useful information!

Can you please guide us on

1) will service now consider user(s) contains custom role (eg: ida admin etc...) as licensed/fulfiller users ?

2) Suppose my license for service now instance fulfiller count limited some number and it is breached, how service now informs organization about same? and what is the action from Service now?

Can you please provide information on above.

Thanks,

Pavan.

avinash kumar · ‎12-01-2015

Hi Pavan,

As per my knowledge, any role is licensed. So if a user has a role( either defined by you or ou-of-the-box), it will be counted.

Secondly, service now periodically runs reports which gives them the total number of licensed users, if you breach this, you will be fined.

Regards,

Avinash

cerretan · ‎12-01-2015

Hi Pavan,

ServiceNow account reps receive usage reports every 90 days and if there is an overage, they will reach out to the client to determine what their needs are. Of course, you can always query the user table yourself to get this information.

In my experience, if you do have an overage, ServiceNow will work with you to get your count 'right' based on your needs. They will not demand payment if you go over. They'll work with you to understand your needs, and if you do indeed need more, you'll have to pay for additional subscriptions.

If, on the other hand you have a bunch of dated records in your user table and delete those in a timely manner, you can save some $$$.

Best!

Mark.