ITSM licenses calculation

[Tommaso2]

Hi all,

How can I calculate ITSM licenses used in production?

For example, all users with ITIL role have an ITSM license?

Many thanks in advance,

Tommaso

[Dr Atul G- LNG · Accepted solution]

Hi  @Tommaso2 

https://community.servicenow.com/community?id=community_article&sys_id=c2455fcddb875744feb1a851ca961...

[Dr Atul G- LNG · Accepted solution]

Hi  @Tommaso2 

https://community.servicenow.com/community?id=community_article&sys_id=c2455fcddb875744feb1a851ca961...

[Community Alums · Accepted solution]

Hi @Tommaso2 ,

Ultimately, you'd want to speak to your ServiceNow Account Executive for specific contract details. We can only inform you of "general" guidance, but for official information, you need to speak to them.

If you're referring to ITSM, then it's normally the "ITIL" role or "Approver User" role as the ones that are billable and accounted for.

You can use the "Subscription Management" section within your left-hand navigation in Production to see your license count usage OR...you can go to "User Administration" and then "Roles" and then look for ITIL and/or Approver User and see how many you have issued. Again though, you'd need to know how many licenses you all have paid for and this is viewable back under the Subscription Management section.

[Tommaso2]

Thank you both, but when I open my Subscription dashboard I see "250 purchased ITSM licenses" but "0 allocated" and it's not possible since I am sure the users are working on incidents, change requests and so on.

Why I am facing this licenses count?

Since also SPM module is installed, if I consider "ITIL" role or "Approver User" role to count ITSM licenses, I am also including SPM licenses?

Thank you again,

Tommaso

[Dr Atul G- LNG]

Hi @Tommaso2 

Might be helpful

Now Learning - Subscription Management Overview

https://nowlearning.servicenow.com/lxp/en/now-platform/subscription-management-overview?course_id=64... 

Platform Academy Session #8: Subscription Management

https://youtu.be/QUxeEKQEksc?si=LDEHv31pfDXZB8wl 

Subscription Management Documentation

https://docs.servicenow.com/csh?topicname=subscription-management-landing-page.html&version=latest 

Now Support - KB0993966 - Configuring Subscription Management with Groups

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993966

Now Support - KB0997373 - Understanding Customer-Created Tables

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0997373 

Now Support - KB0997369 - Differences between ServiceNow issued Use Verification Reports and the Subscription Management application

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0997369 

Now Support - KB0963887 - Subscription Management and Compliance Frequently Asked Questions

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0963887