Need help on pulling a report of users when they last used Servicneow itil

[shaik_irfan]

Hi,

We have a request to pull a report of itil users, we exceeded with the limit of license we have, so we need to monitor it thoroughly and remove itil licenses.

1) We pull a report of users who never logged in servicenow

2) We pull a report of user who did not logged servicenow past 1 month

But my client would like dig deeper on this, 

1) My client wanted to see ITIL Licensed Users broken down by number of days since they last "used" their license?

2) ITIL Licensed Users broken down by any other objective, measurable metric that can be use to round up and remove licenses

[DJL2]

Hi Shaik,

You will want to query against the User [sys_user] table.  This contains a field 'Last Login' which would tell you the last time - if ever - they accessed your instance.

You could enrich this query by setting a Condition: 'Last Login' > 30 days.

Edit (forgot the ITIL part): If you want to identify ITIL users, base your query against the User Role [sys_user_has_role] table.  Here, you can specify a condition that the Role contains ITIL; and in addition, you can also measure the Last Login, by navigating through User extended table.

Thanks,

DJL

[Eeson]

Hey Shaik,

One of your points here was an interesting topic my team was set also a while back.

'My client wanted to see ITIL Licensed Users broken down by number of days since they last "used" their license?'

How many days since they last used their license?

BUT also, how they were using their license?

An ITIL user can go on a service portal and it would mark their last login time as recent.
But were they really using their license?

An ITIL user can log into ServiceNow and just take a look around at some records once in 90 days. 
But were they really using their license?

These type of use cases came down to 'ITIL License Optimization', so we decided to profile our ITIL users on a regular basis to really understand how licenses were used, were they a fulfiller, a viewer or have very little activity all all.

Once the ITIL users were profiled, some automation with nice dashboards were created to optimize and remove a large section of users, who were simply not effectively using their license. If you optimize on licences you can invest in other functionality of the platform.

Good luck!

[jm]

Hi Iain,

Interesting point you mention here. What exactly do you mean with "profiling ITIL users". Optimizing license usage based on knowledge sounds good.

Thanks, Jiri

[Eeson]

Hey Jiri,

Profiling ITIL Users?

This equates to understanding 'how' ITIL users are using key the key parts of the platform in the last 90 days.

1 - Users are marked as a fulfiller, a viewer, an approver or neither together with the last time they fulfilled, viewed or approved anything.

2 - A more detailed metric count is provided in the user record

3 - Dashboards and automation to offboard ITIL users

Profile metric count examples;

• Count of fulfilled incidents
• Count of viewed HR cases
• Count of viewed knowledge
• Count of CI's updated
• Count of viewed reports
• etc,

Based on this profile data and sorting on count you can build up a picture of how the user is 'using' their licence and make business decisions upon.

Hope that provides some more insight!