Subscription Management - License utilization

[AyasyaVenkB]

We are currently implementing subscription management in our instance and working to align custom applications and tables with the appropriate entitlements. During this process, I’ve encountered a few questions:

1. Our fulfiller users—those assigned fulfiller licenses—hold the itil role and fall under the ITSM entitlements. These users typically work on ITSM records, including Incident, Request, and Change. Many of them also have fulfiller roles for custom tables that do not extend from any ITSM tables. In such cases, if a custom application or table is subscribed under the App Engine entitlement, will ServiceNow count these users twice—once under ITSM and again under App Engine?

For example, consider a custom application ‘x_xyz’. Although it is custom-built, most of its fulfillers are also ITSM fulfillers. How are licenses counted in this case? Would users with the itil role be counted under the ITSM entitlement, while the remaining fulfillers are accounted for under App Engine?

2. In Subscription Management, there are two separate categories: Custom Applications and Custom Tables. From what I understand, Custom Tables refers to those in the global scope. If that’s correct, should these tables be mapped based on the parent tables they extend from?

3. What is the recommended strategy for mapping custom tables and applications to the correct entitlements? What criteria should be used to determine the appropriate assignment?

We would appreciate your guidance on this, as we want to ensure the mapping is accurate and compliant.

[NishONish]

Hi @AyasyaVenkB 

If these questions are still valid, In my opinion plan a call with servicenow account manager and walk through all to get right answers to your right questions. I did this recently on our enterprise related specific licensing queries and it helped us tx