Measuring license utilisation

[tristram]

While we can measure license allocation in ServiceNow, it seems to us we don't have a way to measure actual utilisation of those allocated licenses. Our organisation is made up of a loosely affiliated set of units and the demand for licenses is high. We want to be able to validate allocation by monitoring utilisation.

There must be other folk who have faced this issue and (hopefully) solved it. If so, we would very much appreciate learning how.

What do we mean by 'utilisation'? At it's simplest, utilisation could be defined as how many times peopled logged in, when and for how long. This could also extend to "what or how much they did" while there. Of course, we would be very happy to learn how others have defined utilisation.

Thanks in advance for your help.

[nikita_mironov]

Hi Zachary
How do you determine whether user updated task requires a license. I'm sure there is 100% hit in such tables like KB Submission or Problem but what about change request, incident table and approval tables where even ITIL user may act as requestor and thus action does not require a licence?

[zschneider]

This likely has to do with a difference in the license contract of our companies. In ours, if you have a role and you make an update that counts towards your license use.