- Post History
- Subscribe to RSS Feed
- Mark as New
- Mark as Read
- Bookmark
- Subscribe
- Printer Friendly Page
- Report Inappropriate Content
2 hours ago - edited an hour ago
About This Document
This document contains 107 questions and answers from the SAM Office Hours session held on April 15, 2025. SAM Office Hours is a monthly live Q&A session where ServiceNow customers can ask questions about Software Asset Management directly to product experts.
Of the 107 questions, 72 were answered in writing during the session via the Zoom Q&A panel. An additional 35 answers were extracted from the session recording transcript.
Note: Answers marked as "Extracted from Recording" were processed using AI transcription and extraction. While we have made every effort to ensure accuracy, these answers may contain inaccuracies or miss nuances from the original spoken response.
Answer Source Legend
Written (Q&A Panel) — Answer typed directly in the Zoom Q&A during the session
Extracted from Recording — Answer spoken verbally, extracted from transcript (AI-processed)
Questions & Answers
|
# |
Question |
Answer |
Source |
|
1 |
What is the best practice for documenting Site based licensing? |
So this first question here is what is the best practice for documenting site site based licensing? I'll, I'll take a stab at this one just since I'm already rambling. So I'm assuming what this means is that what is the best practice for documenting the metric or the license entitlement for it, the contract for it. So if it is site based, I would look to potentially configure a what's known as a custom metric for it. So when you input that entitlement, you'll see metric group. So you'll put that to the publisher and then you'll also see the metric type and you can put that to custom. And then depending on how the deployments for the software are configured, you'll basically leverage what's known as the install conditions on the software model to accommodate that. So t... |
Recording |
|
2 |
Why is ServiceNow not part of the License Workbench? |
As SAM Pro is not an owned app by all customers, we do not include ServiceNow licenses within SAM Pro. That info can be found in the ServiceNow license module. |
Written |
|
3 |
What's the best practice around whether we should allow import of Inactive User accounts, or Guest accounts during Software subscription import? |
minutes here answering any and all questions you have related to using ServiceNow Software Asset Management. So feel free to put your questions in the chat. We will do our best to answer as many as possible. The next one I see here is, oh, this is a cool one regarding SAS licensing. So what is the best practice around whether we should allow import of inactive user accounts or guest accounts during software subscription import? So I'll take a stab of this and then I'll open it up to the experts that I have on here with me. So as usual, I think the best thing to do is to just start with with what we know in the basics, which is if you know you need to get user subscriptions for a specific staff vendor and ServiceNow offers an integration for that, chances are we do. We have over 30 out-of-the-box. And then we also offer functionality to set up integration flow code, get that integration set up first. You're asking a very important question regarding, you know, what do we do about these ... |
Recording |
|
4 |
Are there any plans to put the Contract Management or Procurement views into the Software Asset Workspace like they exist in the HAM Workspace? It would be very helpful to have those the same across both workspaces in ITAM. |
pliance from there. Anybody want to add anything to that? Sorry, I was answering questions, typing them out. So I was letting you handle it. I trust you so. All right, well, I have another one here too and this my mic pull victory in on this one. Is there any plans to put the contract management or procurement views into the software asset managing workspace like there in the HAM workspace? There are some things in there right there is the what the heck is it called now the renewals calendar is in there in the workspace. So you can definitely use that. I don't know if there's anything on the road map for any future development of that feature or any additional development of the that feature. I don't know Victor, do you know? Yeah, good question. Thanks Sean and thanks for the question everyone. We are under safe harbor looking and evaluating Sam manage, sorry Sam contract management and including that into Sam. At the moment, it is a little bit in the distant in terms of our road map ... |
Recording |
|
5 |
Best way to implement SAAS such as Adobe Acrobat Pro in the environment and getting the counters to work |
nd what's going to work best with your processes. Ben, Sean, Elizabeth, anything to add there that I may have missed? I don't think so. Yeah, yeah, I think it was pretty good, pretty good. I, I saw a question from yeah, yeah, yeah, no, I saw a question from from, from Lori Pickens here. Best way to implement SaaS such as Adobe Acrobat Pro in the environment and getting the counters to work. Counters is interesting. Counters is something that's normally associated to ITSM asset. So I'm going to answer this question from the perspective of Sam Pro, because I'm assuming we're talking Sam Pro. So yeah, when it comes to our SAS products, best way to implement is to let's set that integration profile up and allow the integration profile to create the software model and then attach your entitlements to that software model that the integration profile created. Because sometimes what can happen is, is that if we create the entitlement first, it'll create a software model and then your integrati... |
Recording |
|
6 |
Is there an equivalent software asset workspace training like the following hardware asset workspace training? If not, will there be one, or do you recommend other training resources to help us become an expert with the software asset workspace? https://learning.servicenow.com/lxp/en/it-asset-management/hardware-asset-workspace-overview?id=lear... |
g, but it is something that we are evaluating and reviewing. Thank you. Thank you. And there's another one that's kind of related to this and it's about if there's any training. So in hand, there's some there's on the Now learning site, there is a HAM workspace training. There may or may not be the equivalent for Sam. I cannot honestly not remember if there's a Sam workspace or it would be any Sam extras training. However, we do have, we've done a lot of videos lately on the Ask a Ranger playlist. So this is our kind of, you know, subtle, you know, selling of the Ask a Ranger playlist that we have that does talk about a lot of the features and, and the videos. We'll be doing them in the workspace. So you can learn about the different features of, of Sam through these videos and actually see them in action in the workspace. So I'll post that link to our Ask a Ranger playlist in the chat window for everyone. So you can watch some of those. If you have some more thoughts on specific featu... |
Recording |
|
7 |
What does active install (true or false) mean? What makes an install False? In workspace I have also seen Inactive install in Licenses required. |
'll be able to get that usage data. I think there's an awesome question about active install that that's shown for the answer. I'm curious to see that one. That's a. That's a very good. Yeah, yeah. Sorry. I was just typing out another answer. I'll switch back to that one for sure if I can. Oh yeah. What does active install true, false mean? What makes an install false? Oh, and workspace have also seen inactive install in license required. OK, well, that's there's two different two different things there. So active install on the software installation records. So what'll happen is when you do say for example, import your SCCM data comes in every night and new installations get written into that software install table, by default they're going to get set to active install equals false. And that's because a lot of times we've got the multi source CMDB, right? You've got SCCM, you could have Intune, you could have ServiceNow discovery and different discovery sources. So we want to make sur... |
Recording |
|
8 |
Any tips/suggestions for importing Flexera BDNA product library custom applications (specifically client how-grown application products) to SN SAM Pro content library? |
hrough all the licensable installs and gotten to those non licensable installs. So that job does does prioritize deduplicating your licensable installs first just to just to keep that in mind. It's a question that I've gotten from customers a couple of times. I did see a question around Flexera and BDNA product library and custom applications. So that's, that's, that's, that's interesting. So, so I'll give my take on that and and I'd be curious to know what, what others on this call think as well. So we, we do have a table designed for custom products. I believe it's sample custom software product table is, is, is what we have. So you know, for, for, for any custom products, that's the table forward. Now you mentioned homegrown. I want to point out a feature in that custom table. There's a check box in there that allows you to exclude those custom software products from content. So here's the deal. If we want because it's a custom product and if you have content opted into those custom... |
Recording |
|
9 |
SAMPro has both agent-based discovery and agentless, which one is better? |
el free to head over there while we continue going through these questions. There is another question here that piqued my interest, so I'm going to grab it. So it's a question relating the potential creation, automatic creation of software product models. So there's a customer here that's newish to Sampro, Awesome. And they're looking at implementing digital product release, which is my understanding. This is the other ServiceNow product that I will admit, I'm not super versed with. I understand the high level of what it does, but that's what piqued my interest about this. Seeing customers using multiple ServiceNow products, always, always good to see that. But they're finding that the DPR digital POC release might create new new software models automatically in Sam Pro. And so the very wise question is, is what should we do about that? Here is my boilerplate answer. When we talk about the creation of software models, I am very much of the perspective and recommendation that you should... |
Recording |
|
10 |
We are showing SN File Discovery frequently misidentifies software products. It seems to be a very low quality discovery source of last resort. Can you please describe best practices for using SN File Discovery when ServiceNow discovery seems to be working just fine? |
This is more of an ITOM and discovery question. We don't have ITOM experts on the call today. I would ask this question on the ServiceNow Community. |
Written |
|
11 |
ServiceNow SAM Pro licensing is tracked in a different screen / view (license management maybe?). How can we pull those consumption numbers from that screen, into the allocations / license workspace? |
ServiceNow licensing is managed on the Platform, refer to Subscription Management. Under Safe Harbor, we are evaluating managing those licenses in SAM for future product release. (https://www.servicenow.com/docs/bundle/vancouver-platform-administration/page/administer/subscriptio...) |
Written |
|
12 |
What's the general best practice to document license usage for non discoverable license metrics? The reason for this would be for someone to go check compliance for any publisher and see usage for both discoverable and non-discoverable products. |
lizabeth any questions speaking your interest before I I've already identified a few, but I want to anything from your all's end. We're we're halfway through here so we still got plenty of time. Yeah, sure. No, I was looking at that top question. I I just wanted to make sure I was understanding non discoverable license metrics wasn't wasn't quite sure. So so we do have the ability to create custom license metrics. So for instance, if there's a license metric that that we may not have in our content, we we do give you the ability to create metrics that work for the specific product that you have. But we're just curious to get a bit more detail on what a non discoverable license metric would look like. I guess that was throwing me off there. I think I can't remember who it is. Is it Oracle or SAP that have, you know, it there's metrics based on like company profits and I can't remember exactly what those metrics are, right. So, yeah, so that would basically you're right, the custom licen... |
Recording |
|
13 |
catching up on the custom metric, where can I define how to calculate the customer metric, e.g. per GB ? |
Hi David - check this out ‘Add a custom license metric’. https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... |
Written |
|
14 |
What is the best practice for subscription entitlements after they are expired and renewed? Currently, we are re-creating the entitlements after they expire however, I cannot carry over the allocated users. Should we be updating the start date/end date instead of recreating? |
ware custom products table is definitely where where I would recommend documenting those custom applications. Anybody have anything to add to that that something up John, I don't want to hog too much. Any questions your interest? Yeah, I had one more here, Mark. So what's the best practice for this subscription entitlements after they expire or in a renewed? Currently we're recreating the entitlement after they expire. However, I cannot carry over the allocated users. So yeah, you're right. You should probably be creating. I guess there's two ways you you could redo it, but if you want to you know you could redo a new one or you could kind of change the dates on the other one. Either way you could do, I would probably personally create a new one and then leave the expired one out and attach the new kind of contract etcetera to that new entitlement. If there is a copy user or device allocations feature that was released in, I wanna say Xanadu or maybe Washington, So there definitely is.... |
Recording |
|
15 |
It may be a site license, quantity 1. How do you assure coverage for multiple computers/users? |
You may want to consider Common License metric, refer to User CAL: Licenses each user that accesses your server, regardless of the number of devices that each user is using to access the server. https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... |
Written |
|
16 |
when it comes to BYOL licenses why don't all the Azure devices show up with the BYOL designation. we do have them set with Azure benefits in Azure. |
eah, that. So for some of those more bespoke license offerings from large enterprise software companies that that would be the way to roll. And so that that's how you can still get that visibility into ServiceNow software asset management for those entities. I think this question from Norman around Azure devices showing up with the BYO designation, I, I believe that's something that one of our cloud discovery folks might be able, might might be better equipped to answer. So I believe there is an I time community site where you might get a quick answer unless someone has an answer for it here on this call. That's exactly how I was going to answer it. Yeah, Yeah, I think that might be the best place to go to get that answer. Yeah, if, if someone doesn't mind sticking that in the the Q or not, the Q&A, the chat, that link to the I Tom community and then we encourage you to check that out. So there's one that piqued my interest to kick off the second-half here. The question is, is what is ... |
Recording |
|
17 |
We are trying to ensure our configuration for the Citrix publisher pack is working properly, however, it appears that the Citrix Publisher Pack is looking for the publisher Citrix Systems instead of Cloud Software Group which is the correct owner for Citrix. Citrix software models show up under the Cloud Software Group. Therefore, I do not believe that the Citrix Publisher Pack is working correctly. |
Elizabeth. So everyone on this call encourage you to think about those things as well. I imagine you are anyway. But I I just that that that question dovetailed nicely into discussing that. Let's see, what else do we got here? See, here's one on. So we're trying to ensure our configuration for the Citrix Publisher Pack is working properly. However, it appears that Citrix Publisher Pack is looking for the publisher systems instead of Cloud Software Group. Ah, yes, because Citrix is now a BUA business unit of Cloud Software Group, right? Which is the correct owner for Citrix? Yeah, yes, yeah, yeah, the owner Citrix now. So this would be something I, I, I would probably recommend creating an ITM content request for this just to make sure that we're tying off and associating Citrix systems with Cloud Software Group. Is there anything you guys would recommend outside of that? But I think this is something that we can probably look at from a content standpoint. Yeah, I agree. Yeah, One other... |
Recording |
|
18 |
How can we determine whether a user is actively utilizing Adobe Acrobat Pro features versus simply using it as a reader? Is there any functionality within ServiceNow SAM Pro—or integrations we can leverage—that can help identify low or no usage of Acrobat Pro capabilities to ensure licenses are appropriately assigned? |
Last time I reviewed this questions, Adobe still does not publish usage data so we're not able to import it since it's not available via the api |
Written |
|
19 |
Can you please elaborate / detail how we should expect wide-net normalization to work with regard to Microsoft products? |
of content. So we're making some efforts to make it even more digestible here. All right. There's another question that came out and it's about one of the newer features, right? So, and I don't know if I can elaborate too much. So this is from Jen and I'm not sure, she may have stumped us. Can you please elaborate details on how we should expect wide net normalization to work with regards to Microsoft products? I don't know if I can answer that specifically because I do know that wide net normalization is only available for certain products, but I honestly can't answer which ones they are available for. I don't know if anybody, Ben Victor, maybe you know, if we have a list of what is eligible for wide net normalization. I'm, I'm not sure myself. OK, so wide net normalization just for everybody. It's a newer feature that just came out. I I think it came out in Yokohama. And basically what it will do is if there's a system or Sam property that you can enable, which will basically allow t... |
Recording |
|
20 |
I have a problem with getting the workspace to ignore software install for Adobe ELTA All apps |
You can utilize the licenese under management feature found in the SW model. This option indicates what you want to manage licenses for the specified software. If you clear this option, your software model won't be included in your reconciliation results |
Written |
|
21 |
How should a SAM team utilize the Renewal Calendar in Workspace? There doesn't' seem to be a way to export or make any changes. How do you recommend to reconcile if a 30/60/90 expiring entitlement has been renewed? |
e another one here too and this my mic pull victory in on this one. Is there any plans to put the contract management or procurement views into the software asset managing workspace like there in the HAM workspace? There are some things in there right there is the what the heck is it called now the renewals calendar is in there in the workspace. So you can definitely use that. I don't know if there's anything on the road map for any future development of that feature or any additional development of the that feature. I don't know Victor, do you know? Yeah, good question. Thanks Sean and thanks for the question everyone. We are under safe harbor looking and evaluating Sam manage, sorry Sam contract management and including that into Sam. At the moment, it is a little bit in the distant in terms of our road map planning, but it is something that we are evaluating and reviewing. Thank you. Thank you. And there's another one that's kind of related to this and it's about if there's any trai... |
Recording |
|
22 |
Are we adding additional publisher packs? Is there a lists ? |
We have a couple we are considering, but let us know if there are top of mind publishers you have in mind you’d like us to prioritize. Note we can support publisher metrics across publishers, whether or not they have a “pack.” |
Written |
|
23 |
We have connected to Microsoft Azure AD. We have connected a few SSO applications in SAM. But the Last activity column is empty for over 90% of the records. We know much more than 10% of users are logging in within the 60-day timespan. What could be the reason why we aren't getting a full picture of Last activity data? |
Hi Carolina - have you raised a HI Case Ticket? This would be the most effective way to get to the source of the issue, if any. |
Written |
|
24 |
Hello I am in the process of implementing SAM Professional and one of the issues I am having is the sourcing of requests. When I go to source a request I see these standard fields Entitlement Name, License Metric, Available allocations, rights, type and assigned/allocated - The assigned/allocated field is first name/last name and I would like to see the email address is that possible? Also, I would like to see a location field as my company is global and we have multiple entitlements from different vendors. So we would like to see an location field. |
On the entitlement record, within the ‘General’ tab is the ‘Owned By’ field which contains the user ID. Although the user ID is displayed, it has an association, but not direct display of the email address. There is a ‘Location’ field also on this ‘General’ tab. For any desired features which don’t currently exist, please submit the idea in the Idea Portal on the SN Community site here: https://support.servicenow.com/ideas?id=ideas_list&sysparm_module_id=enhancement_requests |
Written |
|
25 |
We're c connecting SSO through AZURE/Entra ID. Is there a comprehensive paper on what information it's bringing back? For Last activity does not show up for all of the SSO Subscriptions. For Class, is there a difference between SSO Application Users and SSO Groups? How is that determined? How is this assigned? |
uestions that dump us candidly, we want to get questions that we can answer as well. But now the chance for us to really talk about the present functionality of the product and how it aligns to your unique goals and objectives. So please start typing in your questions and we'll, we'll start looking through some of those as we go through here. So I think we've got one more. Oh, Yep, Ryan's on as well. So Ryan is, is from the product team as well. And so we're going to go ahead and, and get started here. So I'll go ahead and, and grab this first question here. But again, please begin typing in your questions in the Q&A, please not the chat feature. So this first question here is what is the best practice for documenting site site based licensing? I'll, I'll take a stab at this one just since I'm already rambling. So I'm assuming what this means is that what is the best practice for documenting the metric or the license entitlement for it, the contract for it. So if it is site based, I wo... |
Recording |
|
26 |
How can we tell the difference between the different versions of Adobe in SAM (reader, standard, pro)? |
If the Discovery source brings the data in then it would be available on the Discovery Model. Normalization will also populate those fields so make sure you have your Adobe Discovery Models normalized. |
Written |
|
27 |
We are new to SAM Pro and we are implementing Digital Product Release (DPR). We are finding out that DPR might create new software models automatically in SAM Pro? We are nervous that it could get out of control. Any advice on how to manage this new process coming from DPR? |
inue going through these questions. There is another question here that piqued my interest, so I'm going to grab it. So it's a question relating the potential creation, automatic creation of software product models. So there's a customer here that's newish to Sampro, Awesome. And they're looking at implementing digital product release, which is my understanding. This is the other ServiceNow product that I will admit, I'm not super versed with. I understand the high level of what it does, but that's what piqued my interest about this. Seeing customers using multiple ServiceNow products, always, always good to see that. But they're finding that the DPR digital POC release might create new new software models automatically in Sam Pro. And so the very wise question is, is what should we do about that? Here is my boilerplate answer. When we talk about the creation of software models, I am very much of the perspective and recommendation that you should disable the system property in ServiceN... |
Recording |
|
28 |
Are you planning on allowing disabling or modifying of subscription based rules that are OOTB? They do not align with our contracts and create 100's of RCCs that we cannot action as they are not applicable. |
I believe you're talking about reclamation rules that get created by default when you create a SaaS integration. If so you should be able to modify the auto created rules. |
Written |
|
29 |
SaaS licensing - If the userid/email are not unique (emails reused 3 users same email but active is false) is there a way to band aid fix by matching to active = true? For the SaaS subscriptions that are coming in? While we work to fix the foundational issue. |
If the user ID/email are not unique (emails reused by three users with the same email but active is false), you can apply a band-aid fix by matching to active = true for the SaaS subscriptions that are coming in while working to fix the foundational issue5. |
Written |
|
30 |
We are new to SAM Pro (3 weeks so far) but are having trouble with contract costs. We capture line-item costs on the entitlements and then associate the entitlements to a contract and provide rate card data. The total cost should be calculated on the contract record but often comes back as $0. We can't figure out what we're doing wrong. |
If the total cost on the contract record often comes back as $0, it might be due to incorrect configuration or missing data in the rate card or entitlement records. Ensure that all line-item costs are accurately captured and associated with the correct contract. Verify that the rate card data is properly configured and linked to the entitlements1. |
Written |
|
31 |
can you confirm what Entitlement Consumption Rules does and how can that be helpful? real-life example would be great. |
an example would be if you wanted certain cost centers, departments, etc. to consume the entitlement. Here is some additional info: https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... |
Written |
|
32 |
Our agency/company has license workbench, is the plugin for software management workspace included in the update? |
if you organization has software asset mgmt. professional or enterprise sku then yes! |
Written |
|
33 |
Is there any planned sessions or meet/greet time for SAM users at Knowledge this year? |
Yes! Check out the K25 Sessions calendar: https://knowledge.servicenow.com/flow/servicenow/k25/sessions/page/sessions?tab.catalogtab=167474920... |
Written |
|
34 |
We have a new ITAM team for our business. We are considering using SAM for the allowed/whitelist software by using the certified or restricted option. Is this a best practice used to house this type of list that we could eventually show an auditor? |
t in the workspace. We're just focused on those sub subscriptions, the software licenses and maintenance contracts. Oh, go ahead John. Yep, go ahead. I'm Carlene. Just asking. We're considering using Sam for the where'd it go? Allowed whitelist software by using certified and restricted options. Is this best practice to use for in house types of lists that we could eventually show an auditor? In terms of what you could show an auditor, it all depends on what the heck you're getting audited for and what you're actually needing to provide for them. So I can't say if it will actually suffice for an auditor because we don't know what that auditor is going to be asking for. However, yes, definitely using that restricted and certified. It is definitely a great way to help track what's allowed within your environment, especially when you're using the restricted, right? It's going to create automatically create those removal candidates for you and basically so you can allocate those out to get... |
Recording |
|
35 |
isn't the cloud license type field (License included vs. BYOL) the driver for s/w reconciliation? Was there a way to add further rules to this? |
The cloud license type field (License included vs. BYOL) is indeed a driver for software reconciliation. You can add further rules to this by configuring additional reconciliation criteria based on your specific requirements2. |
Written |
|
36 |
With respect to the Concurrent License metric, are you aware of any heat map monitoring feature that provides visibility into how often users are attempting to access the portal? |
This is a great idea! Our SAt this time, both OpenLM and OpenIT have the heat map capabilities. SAM integrates with both solutions: https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... |
Written |
|
37 |
Can SAM count the maximum number of concurrent login users over 30 days? |
Short answer: Yes. Concurrent Licensing is managed via integration with OpenLM and OpenIT (source: https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...). |
Written |
|
38 |
I have a question about a software product. Our PortSwigger Burp Suite software has a non-licensed edition community and a licensed edition Professional. Looks like they are both created as licensed by admin. What is the proper way to differentiate between the two version for us to attain software compliance? The software model for Professional is correctly marked as licensed. |
there's I think we have time for another one. I'll just just do this real quick because this is a question that I see a lot. So the question is they have ports figure a birth suite software that has a non license edition, which is the community edition and a license edition, which is professional. Looks like they're both created as licensed by admin. What's the property to differentiate between the two versions for us to obtain software compliant? So we have a table Product license exceptions, right? And in the product license exception rules, if one doesn't already exist, you can create one that practically says the community version or edition of this specific software shouldn't be licensed. So this will be handled. So this specific scenario is I'm wanting to differentiate the community as non licensable versus the professional, which is licensable. We would use your product license exceptional rule. Awesome, awesome. Well, we got 4 minutes left here. Perhaps one more question or may... |
Recording |
|
39 |
is there an easy way to view the exe files from all the reclamation rules to compare to the sccm metering rules so I make sure I don't miss anything? |
To compare exe files from all the reclamation rules to SCCM metering rules, you can create a custom view or report that lists the exe files from both sources. This allows you to ensure that you don't miss any important files3. |
Written |
|
40 |
The Community Edition is listed as license, but it’s not licensable (freeware). |
Written |
|
|
41 |
How do we go about getting the plugin? |
For SAM Pro, contact your ServiceNow account manager. The account manager can activate the plugin for your organization with a paid subscription. If you do not have an account manager, decide to delay activation until after your purchase, or want to evaluate the product on a non-production instance at no extra charge, you can use this procedure to submit a plugin activation request through the ServiceNow® Now Support Service Portal. |
Written |
|
42 |
what what Single App Pro Plus Edition – Enterprise where it cover more then one software |
t them on board with what you're trying to accomplish. Awesome, awesome. Yeah, I think there's I think we have time for another one. I'll just just do this real quick because this is a question that I see a lot. So the question is they have ports figure a birth suite software that has a non license edition, which is the community edition and a license edition, which is professional. Looks like they're both created as licensed by admin. What's the property to differentiate between the two versions for us to obtain software compliant? So we have a table Product license exceptions, right? And in the product license exception rules, if one doesn't already exist, you can create one that practically says the community version or edition of this specific software shouldn't be licensed. So this will be handled. So this specific scenario is I'm wanting to differentiate the community as non licensable versus the professional, which is licensable. We would use your product license exceptional rul... |
Recording |
|
43 |
Is there more information on Salesforce and the integrations? We are having an issue with aligning the entitlements to the correct software models since some of them are consumption based. Any best practices for this? |
Yes! Check out the 3 videos we have on the Salesforce integration. In short, set up the integration first then create the entitlements based on the software models that are automatically created. If there are unrecognizable software models, then raise a content case so we can get that normalized for you: https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 |
Written |
|
44 |
For a concurrent license, how can we add users beyond what we own in the user allocation tab? As far as practical, we can assign the license to as many users as possible. |
Hello please refer to engineering license management regarding concurrent licensing: https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... |
Written |
|
45 |
Any performance issues using Agent Discovery on Workstations? |
Not that we are aware. If you encounter an issue, please let us know and raise a HI ticket. |
Written |
|
46 |
Thanks for answering on my previous question around inactive user accounts during SaaS subscription integration Follow up question: How about Guest accounts which are active users but these users are not available in ServiceNow. Ideally I do not see much values as even post Reconciliation or in any reports internal SAM team will not be able to track reclamation for that account or do any other operations? please let me know on the ideal practice and recommendations if we have here |
related to using ServiceNow Software Asset Management. So feel free to put your questions in the chat. We will do our best to answer as many as possible. The next one I see here is, oh, this is a cool one regarding SAS licensing. So what is the best practice around whether we should allow import of inactive user accounts or guest accounts during software subscription import? So I'll take a stab of this and then I'll open it up to the experts that I have on here with me. So as usual, I think the best thing to do is to just start with with what we know in the basics, which is if you know you need to get user subscriptions for a specific staff vendor and ServiceNow offers an integration for that, chances are we do. We have over 30 out-of-the-box. And then we also offer functionality to set up integration flow code, get that integration set up first. You're asking a very important question regarding, you know, what do we do about these common exceptions? But let's start with getting that i... |
Recording |
|
47 |
Is there anything in the roadmap on reclamation candidate, specifically around restricted software, since today, candidates are generated based on the restricted software flag in the software model, but what about restricted use cases (where software could be restricted based on country), how would the reclamation candidate flow identify those candidates that fall outside the restricted use case? |
Please consider submitting this as an idea on the support idea portal! (https://support.servicenow.com/ideas) |
Written |
|
48 |
Can you pour some thoughts of utilizing the CSD process flow using SCCM vs the Agent Discovery tool? |
Here is a KB article that shows data attributes available by end user discovery source: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1588232 |
Written |
|
49 |
Can we get a script of the Q&A? |
el free to put your questions in the chat. We will do our best to answer as many as possible. The next one I see here is, oh, this is a cool one regarding SAS licensing. So what is the best practice around whether we should allow import of inactive user accounts or guest accounts during software subscription import? So I'll take a stab of this and then I'll open it up to the experts that I have on here with me. So as usual, I think the best thing to do is to just start with with what we know in the basics, which is if you know you need to get user subscriptions for a specific staff vendor and ServiceNow offers an integration for that, chances are we do. We have over 30 out-of-the-box. And then we also offer functionality to set up integration flow code, get that integration set up first. You're asking a very important question regarding, you know, what do we do about these common exceptions? But let's start with getting that integration set up and getting that information in the tool f... |
Recording |
|
50 |
In the License usage view, why does the 'Removal candidates' list show removal candidates that have a State = Closed Skipped or Closed Canceled? We can filter those out, but is there a purpose for keeping removal candidates visible in those states? |
The 'Removal candidates' list shows removal candidates with a State = Closed Skipped or Closed Canceled to provide visibility into all potential removal candidates, even those that have been closed. This helps in tracking the history and status of removal actions4. |
Written |
|
51 |
Could you share your thoughts on how the CSD process flow can be leveraged using SCCM versus an agent-based client collector discovery tool? |
CSD with SCCM can be found here: https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/orchestration/concept... ACC is not working with CSD in SAM PRo |
Written |
|
52 |
We have the create software models disabled and the system is still creating almost 700 Microsoft ones at the same day/time. What is the reasoning for this? |
This sounds like 'unexpected behavior', please submit a SN Support ticket for investigation. |
Written |
|
53 |
If we have any performance issue on workstations, apart from software utilization what else does an Agent based discovery bring over into SAM? |
Deeper visibitly into SW inventory: not only being able to capture information around SW inventory, but the ability to meter usage to foster the reclamation process...greater utlization benefits. |
Written |
|
54 |
Does SAM have an integration API with Eternity to aggregate SW utilization from Atrenity? |
I'll take a stab of this and then I'll open it up to the experts that I have on here with me. So as usual, I think the best thing to do is to just start with with what we know in the basics, which is if you know you need to get user subscriptions for a specific staff vendor and ServiceNow offers an integration for that, chances are we do. We have over 30 out-of-the-box. And then we also offer functionality to set up integration flow code, get that integration set up first. You're asking a very important question regarding, you know, what do we do about these common exceptions? But let's start with getting that integration set up and getting that information in the tool first. So work with the product owner for that SAS application, get those credentials, set it up, make sure you're getting the information. And then at that point we get to the question here, which is the import of inactive user accounts or guest accounts. So what will likely need to be done is if it's not being done alr... |
Recording |
|
55 |
Are there any plans to add into SAM Pro to identify if a SW is AI capable, AI enabled and AI classification? If so, when and is the plan to include it in the SW model? |
Please consider submitting this as an idea on the support idea portal! (https://support.servicenow.com/ideas) |
Written |
|
56 |
For Agent Client Controller - the discovery source on CI is ACC-Visibility but Discovery source in software install is ServiceNow. Is there a reason it is done this way? |
In most cases this is determined by which source was the latest in seeing the SW install. So if two discovery sources see the same SW install...one brings it into the SW install table on Mon...the other on Tues, the 'discovery source' field of the SW install will adopt the value of the disocvery from Tues. This can be different from the discovery source that brought in the CI. |
Written |
|
57 |
Could you please explain why we are unable to allocate unlimited licenses and why we cannot over-allocate concurrent licensing? |
Unlimited software licenses help you to create entitlements with unlimited allocations and unlimited rights, allowing you to license any number of software installations with no true-up cost. Use the unlimited license check box on the Software Entitlement page or on the Import Entitlement page. More info link: https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... The problem with over-allocation of concurrent licensing is increased risk. Concurrent licenses are usually very expensive which is why they are allocated as a pool, and requests are denied if the user limit is reached. To intentionally over allocate licenses, is stating you are ok for the organizational end users to access software which has not been purchased, which may be construed as deliberate non-compliance, raising ELP risk. |
Written |
|
58 |
Can I reach out to you via email for more guidance on SSO connection - what the information being brought back means, and what is the standard? |
Sure, please feel free to contact your account rep or post a question on community! |
Written |
|
59 |
Give me the fastest way to get real “hard cash” ROI for leadership. |
t answer. Yeah, if, if someone doesn't mind sticking that in the the Q or not, the Q&A, the chat, that link to the I Tom community and then we encourage you to check that out. So there's one that piqued my interest to kick off the second-half here. The question is, is what is the fastest way to get real hard cash return on investment for leadership? Oh, wow, staff integration. So those direct SAS integrations, let me we should, we should put a caveat on that. You're right. If you're not managing them properly today, if they're managing them properly, you're not going to get a Big Bang for your buck. You're going to get good important caveat. Yeah, very important caveat. So if you are in a position where you know you have some SAS brawl which happens all of us, we would encourage you to look at those direct SaaS integration. Here's why. Quicker time to value more. You know that the key consideration is, is the API for that SAP vendor public facing? Meaning does the sales force or the Ad... |
Recording |
|
60 |
I am starting with ServiceNow tool for ITAM I am part of SAM project what Resources should I target to learn this platform better any recommendation on ServiceNow platform? |
We would highly recommend the Ranger SAM Video series on YouTube and reviewing the plethora of great content on the SN Community site for SAM. Here are the links: https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 https://www.servicenow.com/community/sam-articles/software-asset-management-quick-start-guide/ta-p/3... |
Written |
|
61 |
we have the Citrix publisher pack installed and recently connected to our Citrix environment to collect details. reviewing what we are receiving and comparing it to the SN documentation provided, is there something we need to do now that Citrix discovery models are pointing to Cloud Software Group vs Citrix Systems? |
We should document this in a case to the ITAM content team so that the content library can reflect the merger of the Cloud Software Group and Citrix. |
Written |
|
62 |
After importing Software Subscriptions, and running reconciliations, Active rights on Entitlement table does not gets updated automatically? |
Yes it should be updated after reconciliation |
Written |
|
63 |
Can we get a list of the SAS license connections that you do have? |
A, please not the chat feature. So this first question here is what is the best practice for documenting site site based licensing? I'll, I'll take a stab at this one just since I'm already rambling. So I'm assuming what this means is that what is the best practice for documenting the metric or the license entitlement for it, the contract for it. So if it is site based, I would look to potentially configure a what's known as a custom metric for it. So when you input that entitlement, you'll see metric group. So you'll put that to the publisher and then you'll also see the metric type and you can put that to custom. And then depending on how the deployments for the software are configured, you'll basically leverage what's known as the install conditions on the software model to accommodate that. So that's very high level. I, I suspect that there might be some nuance that I'm missing there. So feel free to add a follow up question on that, but that would be my initial take on site based ... |
Recording |
|
64 |
Can we get a list of the SAS license connections that you do have? |
Adobe Workfront Aha! Asana Box Calendly Cisco Webex Confluence Cloud CrowdStrike DocuSign Dropbox Google Workspace GitHub GoTo Jira Software Looker Microsoft Dynamics 365 and Power Apps Miro monday.com PagerDuty Rally Roadmunk Salesforce CRM Salesforce Marketing Cloud SAP Ariba SAP S/4HANA Public Cloud Slack SmartRecruiters Smartsheet SAP SuccessFactors SurveyMonkey Tableau Cloud Trello Workday Workplace from Facebook Zendesk Zoom |
Written |
|
65 |
How do we ignore installations record for a software model during reconciliation run and take only Software subscription based data during Reconciliation? |
There are a few ways to target your results of the reconciliation process: 1) License under management: From the SW Model you can toggle the license under management checkbox. When the flag is set to false, it will be excluded from the reconciliation results 2) Published products: You can enable this feature from the SW Asset properties. This will allow you the freedom to select specific products or families that you want to display in the license usage results from both a compliance and IT cost management perspective. 3) Install conditions: Found on the SW model...can be used to create specific criteria for which the recon process will license a user or device through query building. |
Written |
|
66 |
Are there plans to enable Unlimited License for additional license metrics? |
Please consider submitting this as an idea on the support idea portal! (https://support.servicenow.com/ideas) |
Written |
|
67 |
Can we talk about PowerBI / Fabric Free that flows in from M365 integration? How do you account for these Free subscriptions that are included in the E3 skus for example? It's showing non-compliant unless I create a software entitlement for $0 on that. |
If you haven't already, please try toggling off the license under management checkbox for the free softwar model. Then run reconciliation again. |
Written |
|
68 |
How do you fix when the good install =false and the bad install=true? |
Please resubmit here: https://www.servicenow.com/community/itom/ct-p/it-operations-management |
Written |
|
69 |
Regarding my comment on the Citrix Publisher Pack, which software publisher is setup for the pack to look for? We see Citrix Systems in the publisher pack, but the Citrix software models are showing up under Cloud Software Group. Is there a configuration setting to change to the correct software publisher? |
The Citrix Publisher Pack is set up to look for Citrix Systems as the software publisher. If the Citrix software models are showing up under Cloud Software Group, you may need to update the configuration settings to reflect the correct software publisher5. |
Written |
|
70 |
How SAM recon work when the discovered product is a child and license is on the parent product? also, the child component is not listed under parent model? |
Child discovered products do not have a relationship with a parent. Child products can often be children to multiple parent models, therefore there are no automatic relationships. |
Written |
|
71 |
Is there any alternative solution you can share how to manage Engineering tools? other than having to procure a licensing server and/or integrate OpenLM ? |
Not presently. If you have a specific technology in mind, please consider submitting this as an idea on the support idea portal! (https://support.servicenow.com/ideas) |
Written |
|
72 |
Are there any good training videos for Contract management? It's inextricably linked to SAM. |
send them to the group if. OK, silly. So even though we don't have the recording, we can at least answer the the questions that were asked afterwards. OK, OK. Yeah. And we'll look for where to post that it it most likely would be on community. So stay tuned for that. Yeah, let's see, are there any good training videos for contract management? Yeah, they've got a question here in terms of contract management. Are there any good training videos? I encourage you to look at what's available on now learning right now. There should be some items up there. If, if this question is implying that there aren't, feel free to follow up with that context, but I encourage you to to look there. And then also, I think even beyond that in terms of training videos, those videos of course are going to be a bit more focused on the product. So Software Asset Management comes with a contracts module and how to use that. But if what we're really asking here is like advice on the people and process around cont... |
Recording |
|
73 |
Is it possible to exclude Child records (and only Child records) from the cmdb_sam_sw_install table? They are causing record bloat to the tune of tens of millions of records. |
The Normalization process is what identifies a software installation as Child, this is done after the record is created in the software installation table; therefore, it is not possible to exclude only child records from being written. |
Written |
|
74 |
Follow up question on the active install for the cmdb_sam_sw_install table. If we have multiple sources, would be then the recommendation to set this field as true for one of the sources and if so how? Is there any kind of documentation? |
There is no documentation on this, but if you want to have a specific discovery source as the Source of Truth then you should work with your Discovery and CDMB admins to setup the CI Class ...sorry I can't remember the settings, but for that class you can configure which discovery source can update what field. |
Written |
|
75 |
is there a way to copy license keys from an entitlement that is about to expire to a new entitlement record? |
Yes, there is a way to copy license keys from an entitlement that is about to expire to a new entitlement record. You can do this by manually transferring the license keys from the expiring entitlement to the new entitlement record1. |
Written |
|
76 |
Are there plans to add additional license metrics to the Publisher Packs that currently exist to cover the license metrics changes with each publisher? |
Please consider submitting this as an idea on the support idea portal, including specific license metrics and publishers in mind. (https://support.servicenow.com/ideas) |
Written |
|
77 |
What is best practice to clean up the SW Install Table when you are seeing a lot of Active installs that are installed on Retired HW Asset CIs? In other words - CIs that no longer exist physically in our environment are still showing to have Active installs on the SW Install Table. |
There is a business rule on the cmdb_ci_hardware table Remove Installs for Retired/Stolen CI. This rule should be removing related software installations for CIs that have an Install or Hardware status of Retired. Verify that this rule is enabled. You can also consider using the Reclaim Asset workflow that comes with SAM and HAM to improve the process of retiring assets, this workflow also removes related software installation records. |
Written |
|
78 |
What's the difference between the Per User and Per Named User license metric? How do they differ when it comes to reconciliation results? |
nth after that. So looking forward to the continuing the discussion. We're trying to get to them all, but there's there's unanswered right now. I cannot believe the volume two that came to that I saw that piqued my interest was there's one question here about the difference between per user and per named user license metrics. So what are the difference between those? It first and foremost, the difference is first going to stem from the publisher. So if you are, this is going back to what Elizabeth was saying earlier and everyone else on the call. This all stems from your contracts. And if you're talking about Oracle licensing, they license per named user. So if you are looking to manage per named user licensing for Oracle, you want to make sure that that metric group is set to Oracle and that you're using per named user. If we're talking about common license metrics and we're under looking to see the differences between per user and per named user, I will admit I am not prescriptively ... |
Recording |
|
79 |
The Yokohama release details it can track revenue based SAP products. SAP's internal audit tools can't even gather this data. How can SAM Pro measure these metrics? |
wer which ones they are available for. I don't know if anybody, Ben Victor, maybe you know, if we have a list of what is eligible for wide net normalization. I'm, I'm not sure myself. OK, so wide net normalization just for everybody. It's a newer feature that just came out. I I think it came out in Yokohama. And basically what it will do is if there's a system or Sam property that you can enable, which will basically allow the system to use this wide net normalization principle. And that's essentially if certain discovery models have those similar discovered field values, it's going to allow the normalization process to use those to help normalize your content. So unfortunately, Jen, I don't think I can answer that question because I'm not sure how exactly the content team determines that. Sorry. Yeah, we're going to follow up on that one, that that is some new functionality that unfortunately our content colleagues couldn't make this call. But we'll work to get some more specificity o... |
Recording |
|
80 |
Will we get the recording and slides available for this session |
else that you're seeing here? I'm just trying to type out as many as I can here. Yeah, yeah, there's some tough questions. That's what we want. We're not we're we're looking to get into the gristle with all of you. So appreciate you being here for that. I, I will. We we're not playing to share the recording of this, but we recognize, I mean, just with stay tuned for seeing how we may look at that in the future. So I just want to level set for this one. We're not planning to, but just with this amazing response from you all, we want to look for ways to do that. If that's something that you'd be interested in, Just just feel free to do a thumbs up or put a hand in the chat. Just let us, you know, see that again, we're trying to strike the right balance of of, you know, a scaling, but also providing that tailored experience to the best extent possible. Brad, I think one thing we can do is answer the questions offline and and try to send them to the group if. OK, silly. So even though we d... |
Recording |
|
81 |
Is there a way to display to individual users what software is assigned to them and the cost associated with it? If it's possible, create an uninstallation request if it's not necessary |
There is no OOTB views of installation records per user, you can create a report to show you this informations. I would review Remediation options to help generate removal requests. |
Written |
|
82 |
Are there articles out there that provide best practices around putting processes together on life cycle management? |
There are articles available that provide best practices around putting processes together on life cycle management. These articles typically cover topics such as asset management, software lifecycle management, and process optimization2. |
Written |
|
83 |
If a company with 25,000 customers, how many staff members would you suggest to manage licenses? |
we want to pull into Sam Pro. And it explains the IRA, which is the identification and reconciliation engine which you can configure to bring in specifically the data you're looking for. Exactly. Yeah. There was also another question around the the size of a company for says 25, 000 customers. How many staff members would you suggest to manage the licenses? I've got a chart here but I can't exactly put it in. But I will say that it's from Gartner and what it talks about is a Sam team size that if you have about 1000 and this is really total users, you need a part time staff for about 1000 users. If you're looking at 1000 to 5000 users, you have between 1:00 and 5:00 Ftes as part of that Sam team. 5000 to 50,000 users, you're going to have 6 to 10 Ftes and more than 50,000 users, probably 10 or more. The caveat here to remember is you have to look at your organization and decide on the technology complexity, the maturity of your organization, and the automation that you're already using... |
Recording |
|
84 |
We had a meeting with the SN DPR Product Managers team. They informed us that CSDM 5 will be a big topic at KM25 this year. One thing SAM is breaking things into 2 parts: 1. Software Model = Entitlements and 2. Software Component Model = New - Can you discuss more on this topic. It seems that it makes sense. |
Well, thank you everyone for joining. My name is Brad. This is the monthly Sam office hours. So we'll get started here in just a minute. Just going to let everyone trickle in. Welcome again. This is Brad from the product team. I've got some various experts across our product success and impact teams as well emerging practices that will be assisting. We'll get started here in just one minute. As a reminder, this is an open forum related to ServiceNow Software Asset Management. So we're looking to answer questions regarding the service Now Software Asset Management product. You're welcome to ask a question on something else we just may not answer, but when we're talking here, we're talking about ServiceNow Software Asset Management. Feel free to use the Q&A section. So you will notice in your Zoom client AQ and a feature that should allow you to go ahead and start typing a question. And we very much want to get questions that dump us candidly, we want to get questions that we can answer ... |
Recording |
|
85 |
Hi Ben. What is the name of the SAM Tool you mentioned? |
on that and and I'd be curious to know what, what others on this call think as well. So we, we do have a table designed for custom products. I believe it's sample custom software product table is, is, is what we have. So you know, for, for, for any custom products, that's the table forward. Now you mentioned homegrown. I want to point out a feature in that custom table. There's a check box in there that allows you to exclude those custom software products from content. So here's the deal. If we want because it's a custom product and if you have content opted into those custom products will get reversed bid to the ITAM content team. If it's homegrown and we don't want our proprietary software sent back to the ITAM content team, that's what that check box would be used for. You would exclude it. So that way it doesn't get reverse fed. So that way you know you have a way to document your software in in Sam Pro without it being reverse fed to the ITM content team. As far as at the end of t... |
Recording |
|
86 |
Client has LeanIX and we are installing APM and SAMPro and they want their TRM (tech rational model) to be able to rationalize SW Product s that are allowable-whitelisted SW products to be bought and tracked. Any suggestions for building the SW catalog from the publish to catalog checkbox in the tab on the SW product model form and associate the APM SW products to the SANM Pro products identified for license compliance and license non-compliance given APM and SAM Pro shortcomings for identifying new products on APM? |
questions regarding the service Now Software Asset Management product. You're welcome to ask a question on something else we just may not answer, but when we're talking here, we're talking about ServiceNow Software Asset Management. Feel free to use the Q&A section. So you will notice in your Zoom client AQ and a feature that should allow you to go ahead and start typing a question. And we very much want to get questions that dump us candidly, we want to get questions that we can answer as well. But now the chance for us to really talk about the present functionality of the product and how it aligns to your unique goals and objectives. So please start typing in your questions and we'll, we'll start looking through some of those as we go through here. So I think we've got one more. Oh, Yep, Ryan's on as well. So Ryan is, is from the product team as well. And so we're going to go ahead and, and get started here. So I'll go ahead and, and grab this first question here. But again, please b... |
Recording |
|
87 |
How much success have you had with the SSO integration for the the non OOTB SaaS Integrations, Why did you only decide on 60 days of data |
The SSO integration is a great way to get 'mile-wide' inch deep information on SaaS app usage. From there, you can consider setting up a direct integration with tops apps via SaaS license connections, to further enhance optimization |
Written |
|
88 |
@Sean walker: No you cannot modify or disable the OOTB subscription rules for Adobe Cloud OR M365 integration. |
could be acl related |
Written |
|
89 |
Is there a feature coming up in upcoming release to offer external storage of credentials for these SaaS based integrations available OOTB? |
Under Safe Harbor, we are looking into ways to ehance SaaS experience with AI |
Written |
|
90 |
Brad, can you share the link? |
Written |
|
|
91 |
@Sean walker: Also, you cannot create any subscription based rules for anything ??? If you disagree, pls point to the documentation for this? Techsupport has said no. |
right you can't create any new ones for subscriptions. sorry if I missed any other parts of this question |
Written |
|
92 |
If you have one off renewal subscription for one person how would you keep track besides running reports on when each of these on-off renewal subscriptions are due? |
Besides running reports, you can keep track of one-off renewal subscriptions by setting up automated reminders or notifications within the system. This ensures that you are alerted when a renewal is due, without having to manually check reports1. |
Written |
|
93 |
suggestion for next session- can we walk through a live example on how to use the Success Portal to capture cost-savings? I know SAM Pro has created cost-savings for our org, but I struggle to show concrete examples to leadership in a meaningful way. |
Great idea, for the time being…please check out the following Ranger video: https://www.youtube.com/watch?v=R3taOHnBRpM&pp=ygU8U2VydmljZU5vdyBTb2Z0d2FyZSBhc3NldCBtYW5hZ2VtZW50I... |
Written |
|
94 |
What is the best way to track and maintain total your Subscription Units so you can estimate and accrue for the cost of using SAM Pro? |
Have you reviewed ITAM Subscription Summary? |
Written |
|
95 |
Is there specific documentation that shows the relationship between SAM Pro and EA solution provided by SN? |
There is specific documentation that shows the relationship between SAM Pro and the EA solution provided by ServiceNow. This documentation outlines how SAM Pro integrates with the EA solution to provide comprehensive software asset management and enterprise architecture capabilities3 |
Written |
|
96 |
Why are all TechSmith products part numbers not included in ServiceNow? |
mentioned earlier by Elizabeth and the team here and just understanding, you know, what contracts are we trying to manage? Who is the stakeholder for them, things like that. So another resource for that practitioner type of insights could be community as well. Let's see. Let me know why are all the Techsmith product numbers not included in service now? And it's, it's the part numbers are, you know, our team does the best they can gathering any new part numbers. You may also negotiate your own custom. So not every part number is going to be in there. It's when they're available, we get them in. If you do some custom stuff, then the odds are we don't have visibility into that kind of data. Yeah, exactly. And you know, when it comes to the content library, you know, we've made a lot of investments on creating content to help you execute on your actions. So again, if you reflect on where you're going next in your Sam journey, know that our content library is very much tailored towards, OK,... |
Recording |
|
97 |
Can you post the questions and answers somewhere? |
the product team. I've got some various experts across our product success and impact teams as well emerging practices that will be assisting. We'll get started here in just one minute. As a reminder, this is an open forum related to ServiceNow Software Asset Management. So we're looking to answer questions regarding the service Now Software Asset Management product. You're welcome to ask a question on something else we just may not answer, but when we're talking here, we're talking about ServiceNow Software Asset Management. Feel free to use the Q&A section. So you will notice in your Zoom client AQ and a feature that should allow you to go ahead and start typing a question. And we very much want to get questions that dump us candidly, we want to get questions that we can answer as well. But now the chance for us to really talk about the present functionality of the product and how it aligns to your unique goals and objectives. So please start typing in your questions and we'll, we'll... |
Recording |
|
98 |
Good idea to record |
ck to that one for sure if I can. Oh yeah. What does active install true, false mean? What makes an install false? Oh, and workspace have also seen inactive install in license required. OK, well, that's there's two different two different things there. So active install on the software installation records. So what'll happen is when you do say for example, import your SCCM data comes in every night and new installations get written into that software install table, by default they're going to get set to active install equals false. And that's because a lot of times we've got the multi source CMDB, right? You've got SCCM, you could have Intune, you could have ServiceNow discovery and different discovery sources. So we want to make sure that we're not doubling up those installation counts. So they'll come in saying false. So anything set to false will not be counted as part of the reconciliation. So every night there is a job that runs which is S AM, DD duplicate software installs and th... |
Recording |
|
99 |
while running reconciliation for visual studio professional 2022 why SQL Server 2019 Database Engine Services is getting recognized as an installation? |
Visual Studio with MSDN allows you to use hundreds of products in development, so if the assigned to user on the CI where SQL is installed that could be the reason. |
Written |
|
100 |
What is the best practice for documenting site-based licensing? |
The best practice for documenting site-based licensing involves configuring a custom metric for the license entitlement. Depending on the software deployments, leverage the install conditions on the software model to accommodate site-based licensing. |
Written |
|
101 |
What is the best practice around whether we should allow import of active user accounts or guest accounts during software subscription import? |
Start by setting up the integration for the SaaS vendor and getting the information into the tool. Ensure inactive user accounts are removed on the SaaS app side. You can kick off a reclamation within ServiceNow if the API is public-facing |
Written |
|
102 |
Which is better, agent-based discovery or agentless discovery? |
Both have unique advantages. Agentless discovery avoids the need for installing another agent on a device, which can be beneficial for security reasons. Agent-based discovery increases reliability by consistently phoning home to the ServiceNow instance. |
Written |
|
103 |
What is the best way to implement SaaS such as Adobe Acrobat Pro in the environment and getting the counters? |
Set up the integration profile first to create the software model, then attach entitlements to the created software model. This ensures proper connection and compliance |
Written |
|
104 |
Is there any plan to put the contract management or procurement views into the software asset management workspace? |
There are plans to evaluate and review the inclusion of SAM contract management into the workspace. Currently, the renewals calendar is available in the workspace. |
Written |
|
105 |
What does active install true/false mean? What makes an install false? |
Active install true/false indicates whether the installation record is counted as part of the reconciliation. The deduplication process ensures only one installation record is set to true, while others are set to false. |
Written |
|
106 |
What is the fastest way to get real hard cash return on investment for leadership? |
Implementing direct SaaS integrations can provide quicker time to value by identifying unused subscriptions and starting automated reclamation. |
Written |
|
107 |
: What is the difference between per user and per named user license metrics? |
The difference may stem from the publisher's licensing model. Ensure the metric group, license metric, and license type on the software entitlement record aligns with the publisher's contract. |
Written |
📅 Register for SAM Office Hours:
- AMS/EMEA Sessions: 3rd Tuesday of each month, 11:00AM ET
- EMEA/APAC Sessions: 1st Tuesday of each month, 9:00AM CET
Additional Resources
🎬 SAM Ranger Videos — Step-by-step video tutorials from the SAM product team
📚 SAM Path to Value — Get to value with Software Asset Management
💡 ServiceNow Idea Portal — Submit feature requests and vote on ideas
