How are Pro Plus license used?

sachinbhasin11 · 3 weeks ago

My customer ( an ITSM customer) has purchased 100 Pro Plus licenses but what does this actually mean? Does that means that the client will have 100 users who can use Now Assist for ITSM ?

Also is there a restriction on how many assists can each user use?

Finally how are these audited?

Dr Atul G- LNG · 3 weeks ago

Hi @sachinbhasin11

Whenever it comes to licensing, it’s better to speak with your Account Executive to get it clarified.

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PankajK67712898 · 3 weeks ago

Hi @sachinbhasin11 ,

In short:

Pro → Advanced ITSM features without generative AI.
Pro Plus → Everything in Pro plus AI-driven enhancements like Now Assist.

Licensing can vary by customer agreements, so it’s best to confirm with your ServiceNow Account Executive to ensure you understand what’s included in your contract

If this helped you, please mark this helpful and accepted.

Thanks,

Pankaj Kumar

Tanushree Maiti · 3 weeks ago

Hi @PankajK67712898

Licensing is highly dependent on your specific contract (like ITSM Pro/Proplus). It is recommended clarify license and its feature related query from your ServiceNow Account Executive.

ServiceNow Professional (Pro) is the core mature ITSM/CSM platform, featuring advanced workflows and reporting.

Pro Plus includes all Pro features but adds ServiceNow's native Generative AI layer (Now Assist), providing built-in AI search, chat summarization, and automated resolution notes.

Ref: https://www.servicenow.com/community/next-experience-forum/itsm-pro-vs-itsm-pro-plus/m-p/3485272

https://www.servicenow.com/community/virtual-agent-forum/itsm-pro-quot-versus-quot-pro-plus-licensin...

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

rpriyadarshy · 3 weeks ago

@sachinbhasin11 if we go by Old Model of Licensing Since Service-Now has new Licensing Model Published in Apr-2026.

if your Customer has 100 Pro+ License That Means - 100 Users can use Agent Persona SKILLS.

So 1 Pro Plus License is eligible for 6000 Assist/Year/User

So you customer has in Total 6k*100 Assist for whole Year Usage.

Above Calculation is as per Service Now Old Licensing Model.

Regards

RP