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4 hours ago
About This Document
SAM Office Hours is a monthly live Q&A session where ServiceNow customers can ask questions about Software Asset Management directly to product experts.
- Session date: April 21, 2026
- Questions: 84 total (25 written, 24 extracted from recording, 35 unanswered)
- Answers marked as "Extracted from Recording" were processed using AI transcription and extraction
- While every effort has been made to ensure accuracy, extracted answers may contain inaccuracies or miss nuances from the original spoken response
Questions & Answers:
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# |
Question |
Answer |
Source |
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1 |
What is the recommended approach of retaining historical entitlement records but do not want them to contribute to the "over-licensed amount" figures. For example, perpetual licenses tend to drive up this figure and there is not a straightforward way to retire them. |
The entitlment should go to retired (not "in use or active") and that entitlment product wuil not add to your licenisng nnumbers |
Written |
|
2 |
If I have an entitlement that has a floating license metric for 20 individuals. How do I keep SAM Pro from being non-compliant if I have 21 installs |
This sounds like an engineering/concurrent licence metric use case. If it is an engineering licence, look at the OpenLM integration -- with these you are typically connecting to a licence server which manages availability, so compliance is about how many licences are concurrently in use, not the raw install count. If it is not an engineering licence, consider whether a custom licence metric would fit; some publisher packs already include concurrent licence metrics. |
Extracted from Recording |
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3 |
How do I get SAM PRO to reconcile users within a specific SSO Group software model when using SSO integration with Azure? Currently there are many SSO groups tied to the SSO application and it is pulling in all AD users related to the parent application or none instead of the SSO Group software model selected - I have tried assigning different software models for the parent group and a different one for the SSO Group Software model. |
The panel had not come across this specific use case. The first thought was to use an install condition to narrow to a specific SSO group, but install conditions are really designed around on-prem use cases (looking at values like 'assigned to' or CI values on the software install), so they are not obviously suited to this. The panel needed to look into it further and did not have a solid answer at the time -- follow-up was promised. |
Extracted from Recording |
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4 |
Are there any updates on when Microsoft Exchange Server will become a supported cloud install? |
No update available on this one, unfortunately. |
Extracted from Recording |
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5 |
How should we track extended support in SAM Pro? we would like to have the prodcuts under extended support identified and to add in the new lifecycle |
Extended support is a lifecycle date managed via ITAM content -- there is out-of-the-box analytics showing products that are end of life, end of support, or end of extended support. For internally tracked lifecycle dates specific to your organisation, there is a feature in License Operations that lets you add those, which is where this use case fits. Content brings in the extended support dates the publisher provides, and you can supplement with your own internally tracked lifecycle dates via the workspace feature. |
Extracted from Recording |
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6 |
I heard a rumor that NDS - Normalization Data Services is going away. Have you heard anything about that? Or what will be replacing it? |
NDS is not going away |
Written |
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7 |
What Cipher is used to encrypted the secret used in the M365 direct Integration? |
This is a handshake between the integration and the Microsoft console -- you need to be a Microsoft administrator to access that console, and the specific cipher is not something the panel would know directly. Speak to whoever manages your Microsoft licensing console (where you pull down subscriptions and allocate to users); that is where the encryption detail relevant to the integration profile comes from. |
Extracted from Recording |
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8 |
How does the application retrieve the secret for the M365 Integration? |
M365 uses OAuth 2.0. The client secret is sent as part of the OAuth token request to the Microsoft token endpoint, and the access token Microsoft returns is then used for subsequent API calls. For a detailed step-by-step walkthrough, check out the 'Ask a Ranger' video series on YouTube. |
Extracted from Recording |
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9 |
actually, it does include that $ in the over license amount I have seen |
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Unanswered |
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10 |
Any thoughts on why the software subscription table shows more subscriptions than what the saas platform has as assigned subscriptions? The integration is operational, but license availablity is out of balance between SN and the platform (Microsoft). some +/- is acceptable, but this is pretty far off and for smaller use add-on licenses. working with support, but seeking any additional input. |
There are two common causes seen for this. First, a single SKU can have multiple service plans, and records can come back under each different service plan for that one SKU, inflating the subscription count. Second, some subscription records returned by the API may be in an inactive state, so you end up with both active and inactive records. Check the active flag on the software subscription table to confirm whether all records are actually 'active = true' -- if some are 'active = false' that is likely inflating your numbers. Also worth checking how service plans map to the SKU. |
Extracted from Recording |
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11 |
Oracle Exadata hosted on a CSP. On the workspace we are not able to see the licensing calculation, is there a know limitation for calculation for DataBases and Packs given that there's no host-virtual machine relationship? |
Worth submitting a support case for this one. ServiceNow is verified for Oracle's third-party tool for Oracle database management packs and options, but Exadata is a separate platform and often a separate environment -- if it is residing in a cloud environment there is likely additional discovery configuration needed. The host-virtual machine relationship is critical to the licensing counts, so that is worth flagging in the case; the panel was not fully certain how much of Exadata is supported by current discovery patterns and offered to look into it further. |
Extracted from Recording |
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12 |
What if the concurrent licensing doesn't require a separate server and is controlled by the software or publisher's portal? |
Then the publisher MUST provide a mechanism in product or through a parner (like OPEN LM does ) in order to allow the |
Written |
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13 |
I have a product that is sold from the vendor as a stand-a-lone license and as part of a bundle. We bought the bundle however, the individual license type is whats being discovered. How do I make the tool understand the installation -> software model -> entitlement , the bundle has multiple products |
This is a common scenario -- Adobe Creative Cloud is a good example, where you can buy individual products or the bundle. It depends on how you are licensed and what you want to see: you need to set an appropriate inference percentage (or inference number, e.g. a break-even point such as '3 individual licences = one bundle'), enter it correctly against the entitlement, and check that discovery is identifying the model itself rather than as part of the bundle. Documentation covers how to allocate inference percentages between individual products and the licensable bundle in detail. Beyond the standard inference percentage as a starting point, you can fine-tune any stragglers not captured by that percentage using software install conditions -- there will always be some real-world licensing logic that is not fully captured by discovery alone. |
Extracted from Recording |
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14 |
What is the real workflow to make a custom integration for some of our portals? |
There is a ServiceNow doc specifically for creating a custom integration profile that walks through the procedure -- link shared in chat. |
Extracted from Recording |
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15 |
Beyond direct integrations, what native capabilities exist—or are in development—for SaaS consumption discovery, such as browser extensions, SSO log analysis (like Okta/Azure AD), or financial spend detection? |
check out below links! https://www.servicenow.com/community/sam-blog/saas-license-management-direct-integrations-overview/b... |
Written |
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16 |
Hi I missed last month's session but the previous month you mentioned you may invite the discovery team to talk about ITOM and ACC. Did I miss it? or is it still on the cards? |
itis still being planned = maybe may or june - sorry i am not specific enough athis point in time |
Written |
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17 |
Is the secret encrypted in transit for the M365 connector? |
Yes -- the client secret is exchanged via OAuth 2.0 as part of the token request to the Microsoft token endpoint, so it is encrypted in transit. See the 'Ask a Ranger' video series for a detailed walkthrough of the M365 connector setup. |
Extracted from Recording |
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18 |
In the SAM workspace, is there a way to identify products or editor thats arent discovered? Those editor appears 'green' compliante because no installation are discovered, but it may be false positive.. |
If you are seeing a publisher/editor marked green (compliant) but with no discovered installations, that is worth a spot-check, because green compliance only confirms you are compliant with the rights you hold -- it does not confirm those products are actually being discovered. Work with your ITOM team to confirm discovery coverage across all endpoints for those publishers, since if software is not being discovered you cannot reconcile it properly; you will need to investigate why it is not showing up. |
Extracted from Recording |
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19 |
Is there a way to roll up publisher costs all the way to Business Applications or Business Capability to get higher visibility across all products? For example, if I have several Java installs, all different SW models, but they all roll up at one cost, or my entitlements for Adobe all get rolled up to one Business App for Adobe? |
Yes, this is possible via Enterprise Architecture -- SAM Pro feeds information to Enterprise Architecture, which then rolls costs up to the business application and business capability level. That rollup capability sits in the EA space rather than natively in SAM Pro. |
Extracted from Recording |
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20 |
Should we add the extended support as an entitlement to the specific products that are under extended support? |
Yes, if the term is extended beyond the date of the extended support orgonal entitlment |
Written |
|
21 |
Why does this table sam_sw_product_lifecycle_report have better lifecycle information than the content library? |
That table is populated by the Content Library, so it should generally align -- the lifecycle report table may show a bit more because it also includes any lifecycle dates you have added yourself via the internally tracked lifecycle feature in License Operations, on top of what content brings in. |
Extracted from Recording |
|
22 |
Does anyone have any tips regarding use of Nexthink for Discovery for SAM Pro. We seem to get a lot of Match Not Found Discovery Models created each run and would like to know if that is typical, and not problematic. |
This is typical if it is more niche software where there may be no content/normalisation hashes in the ITAM content library yet to standardise the product, publisher and version. Recommend raising an ITAM content request for that specific product so it can be normalised and you can run compliance against it. |
Extracted from Recording |
|
23 |
is that SAM can provide clear list of opensource usage within the organization and if so how? from what my research might provide through software installation and software model, but not sure is this correct way. |
Yes -- if open source software exists in your environment, it will show in the Software Install table, and you can create a software model for it (though it is unlikely to be licensable). From a compliance standpoint, though, if it is not licensable, SAM Pro's compliance view will not represent it there, since compliance is scoped to licensable software. So: visible via discovery and can have a (non-licensable) software model, but not part of the compliance calculation. |
Extracted from Recording |
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24 |
In the software model’s metric attributes, why does “Maximum installs per right” default attribute value is set to unlimited? |
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Unanswered |
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25 |
We have about 1M records "not matched" and about 100K "partial match" for normalization. Is there a way to use machine learning or additional automation available to streamline the process?What is the best practice for maintaining such a large amount of records needing to be manually normalized?Any recommendations on how to tackle such a large data set? |
Written |
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26 |
A long question here: We frequently receive quotes with Implementation Services for various software products. I created a "Implementation Service" Catalog item and publish to the Service Catalog. After which I would like to add the individual vendor Implementation projects names as models. However, when I get to the question - "What type of Model would you like to create? I would like to see a built in "Implementation Services" among the pre-defined list. Is this added manually by the customer or SN? |
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Unanswered |
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27 |
Hey guys,I got a question regarding the the Renewal Calender in SAM Workspace: Why you can´t personalize the Calender View? The Personalize Button on the right upper side is working, but all fields and buttons are read only. I am using the admin role.Thanks in advance! |
Recommend opening a support case -- sounds like something in your instance configuration may be blocking that, and support will be able to help track it down. |
Extracted from Recording |
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28 |
can you share the white page from servicenow that guides how to set up a bundle with inference percentage. Adobe is a great example |
Links to the ServiceNow docs and to the relevant 'Ask a Ranger' video, both covering how to set up bundle inference percentages (using Adobe as an example), were shared in chat. |
Extracted from Recording |
|
29 |
follow up on the floating/concurrent LM - what option can be used under the common metric to mark a LM as concurrent. there doesnt seem to be an option right now |
Ok Kamal, I may have mis-spoke on that metric being available under common, leading practice is to explore the engineering license mgmt. application within SAM Pro! |
Written |
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30 |
We're newer to SAM Pro and are finding that we have software models that the software product type is "licensable" and license under management = TRUE and there are active entitlements but no associated software installations and these models are NOT being included in the reconciliation process and showing in product result or software model results. Is this supposed to be how reconciliation works? I would think it would show these models as over-licensed since there are no associated installations but active entitlements |
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Unanswered |
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31 |
With EOL/EOS reports how can we filter on 'last scanned' or detected to only show instances of software that is likely still installed? |
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Unanswered |
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32 |
I've got a probably really simple question but still want to get your guys take on it. I hear best practice is to minimize the amount of software models we have to simplify management. If we do that, how do we migrate all the existing discovery models to then map to the consolidated software models? |
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Unanswered |
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33 |
What are some of the benefits of integrating SAM Pro with OpenIT? what additional features can you get from SAM Pro that you can't get from OpenIT? |
OpenIT (or OpenLM) is a licence manager for engineering/floating licences -- since those licences can move between users and float, a separate licence manager is needed to handle that. Integrating with OpenIT/OpenLM lets SAM Pro incorporate that engineering licence management into your overall SAM picture. |
Extracted from Recording |
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34 |
Is it better to use and Inference number or Inference % or does it matter? |
It depends on the product and on your company's own standards. Certain products (e.g. Adobe) tend to work better with an inference number, while inference percentage might suit something like a server licence where you know the percentage of usage. So it varies by product and by your internal guidelines. |
Extracted from Recording |
|
35 |
Is it possible to leverage the subscription profile to reconcile software entitlements? For example, we have two Adobe subscription profiles and want the user allocations to reconcile to the correct entitlement based on subscription profile. We are using assigned conditions on the entitlement records but it would be easier to filter based on subscription profile |
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Unanswered |
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36 |
Some of our discovery models have no installations, is there an OOB job that runs and removed these 0 install discovery models? |
Sometimes discovery models with no installations are part of a suite -- when a suite is discovered, related models may get created without installs for the time being. There is also an out-of-the-box scheduled job (something like 'SAM - Delete discovery models if there are no related installations') set to run monthly by default that can clean these up. |
Extracted from Recording |
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37 |
Will there be any opportunity to meet the ITAM Rangers in person during Knowledge 2026? Maybe you guys are planning your own after hours get-together? |
Sadly the panel will not be at Knowledge 2026, but they are very much looking forward to seeing everyone at Nexus for Asset Management in October (7th-8th, Santa Clara). |
Extracted from Recording |
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38 |
Without detailed specifics. What needs to be done in SAM Pro to track entitlements whether concurrent counts, number of transactions month, etc... Is this only available through a Publisher Packs? Would a custom integration route feasible? Could it be manually entered in SAM Pro? |
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Unanswered |
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39 |
Our Okta has hundreds of millions records. Are there any issues may happen when we pull all of this data to ServiceNow? What is the best practice for ServiceNow and Okta integration? |
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Unanswered |
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40 |
In SAMPro I am finding several applications reflected per publisher that are not licensable or do not require tracking for license position per the contractual agreement. How can these items be removed so the actual SAMPro dashboard is reflecting the correct license positions? |
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Unanswered |
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41 |
How can i see the entitlement that is being consumed by an installation from the install table? i can see that an install is licensed, but the entitlement field is not filled on the installation. |
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Unanswered |
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42 |
Can you explain how the Publisher Add-On Lifecycles works? |
if your org. purchases additinal lifecycle support for end of support product from a vendor, you can denote that in SAM accurately (product is official out of support, but we bought extended support via deal with vendor) |
Written |
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43 |
Is there a best practice to use a "user subscription" vs "per user" license metric? Should one be used for a SaaS entitlement, even when we do not have a integration? |
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Unanswered |
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44 |
I’d like guidance on Visio and Planner/Project reclamation in SNOW. I’ve already created the reclamation rules for Visio and Planner & Project Plan 3, executed the relevant SAM jobs, and validated that the rules are running. However, candidates are not generating as expected.For Visio, we see an inconsistent result: one Visio Plan 2 user does generate a reclamation candidate, but the rest do not. This suggests the rule itself works, but there may be a data, entitlement, or model inconsistency.For Planner & Project Plan 3, no candidates generate at all.In Microsoft 365 Admin Center, we do see license assignment and Last Activity information for these users (including 30/90/180‑day activity), but that usage signal does not seem to be available or evaluated in SNOW SAM. |
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Unanswered |
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45 |
When bringing in software from a non service graph source like Axonius what is best practice for creating the correct discovery models should updates to the software install table be enough to create the appropriate discovery models? |
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Unanswered |
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46 |
We’re trying to understand:- What specific dependency is missing for SNOW to evaluate Visio and Project/Planner consistently?- Whether the issue is software model/SKU mapping, entitlement assignment to users, missing usage ingestion, or reconciliation sequencing.- And specifically, what is different about the one Visio user that does generate a candidate versus the others.Any guidance on where to focus next would be very helpful. |
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Unanswered |
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47 |
How to handle Unlimited license for license metric = Resource Consumption? there is Unlimited License option for Per User and few others but currently it's not available for 'Resource Consumption' license metric |
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Unanswered |
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48 |
Do you know if there are any plans for SN to provide an OOB read only role of the SAM Pro workspace? We have a requirement to allow IT managers, Business Unit Managers to see their license information. I looked at the SN idea portal and can see similar ideas dating back years which is flagged as "under consideration", so it didn't fill me with hope that you will provide an OOB read only role. There are over 350 ACLs, so my dev team are complaining! |
what about the asset exec dashboard?https://www.servicenow.com/docs/r/it-asset-management/hardware-asset-management/asset-mgmt-exec-dash... |
Written |
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49 |
To follow-up on the Implementation Services, before this can even get to SPM, this service must first be requested and purchased via our Request process. The quote includes the Entitlement and the service to implement the software products. |
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Unanswered |
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50 |
We have identified discovery models with zero installs getting recreated after the out of box "SAM - Delete Discovery Models if there are no related Installations" job runs. This is an issue for us because we use the auto create software models feature, resulting in a 0 install software model as well. What would cause these to get created when there are no installations? |
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Unanswered |
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51 |
Is there a way to identify which cloud environment (e.g., GCP, Azure, OCI) my servers and their associated software are running on? |
see below from ITOM Discovery! https://www.servicenow.com/docs/r/it-operations-management/discovery/cloud-discovery-wizard.html |
Written |
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52 |
Where can we find all updates on SAM Pro improvements? Any source or documentation that group and list all updates in 1 place? |
Release Notes |
Written |
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53 |
How should company names be normalized in ServiceNow?Currently, our vendor names are based on the IRS reporting name, and when loaded into ServiceNow some are updated to Normalize = false by SN. We want to understand your recommended approach for name normalization. |
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Unanswered |
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54 |
Hi Team,I’d like to confirm best practices for handling multi‑year contracts where the annual cost varies. For example:Year 1: $1,200,000Year 2: $1,000,000Year 3: $800,000(Total: $3M over 3 years)Up to now, I’ve been renewing these contracts annually to reflect the yearly fee. My question is whether there are any enhancements or alternative approaches within ServiceNow’s Software Asset Management framework that allow a contract to be set as multi‑year while still capturing the year‑by‑year costs directly in the contract form.Thank you in advance for your guidance. |
create child entitlements that are related records to your "master " agreement (contract type) that way you have for a 3 yr contract individual costs that vary by year |
Written |
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55 |
Bradford, can you please send that link again for SSO. I was getting Invalid Parameters when coping it into a browser |
whoop! try this one 🙂https://www.servicenow.com/community/sam-blog/saas-license-management-direct-integrations-overview/b... |
Written |
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56 |
I am currently trying to use the SSO integration profile; however, I’m noticing that the applications connected through Azure AD are showing as “Disconnected” within the integration profile.Could you please confirm if this is a known issue? Additionally, I would like to understand what might be causing this behavior and whether there are any recommended steps or configurations that need to be verified to resolve it. |
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Unanswered |
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57 |
We have successfully been able to create the Microsoft Integration and have been able to pull subscription information. However, we're now we're running into an issue pulling the "Download Activity" information due to a possible permission issue "Connection validation failed. Verify the configurations you have provided and then retry". Do you have some documentation to help us get resolve this issue? |
Please contact support and open a case with screen shots and a lot of detil that you can. |
Written |
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58 |
Hey all, Would anyone know of a way to set up a notification, email, ping, etc. on a software entitlement record/s that would be sent to a specific user/group once the end date of the software entitlement meets a 30/60/90 day threshold |
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Unanswered |
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59 |
Hi Team,I’d like to confirm best practices for handling multi‑year contracts where the annual cost varies. For example:Year 1: $1,200,000Year 2: $1,000,000Year 3: $800,000(Total: $3M over 3 years)Up to now, I’ve been renewing these contracts annually to reflect the yearly fee. My question is whether there are any enhancements or alternative approaches within ServiceNow’s Software Asset Management framework that allow a contract to be set as multi‑year while still capturing the year‑by‑year costs directly in the contract form.Thank you in advance for your guidance. |
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Unanswered |
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60 |
We have the Adobe API setup, with our entitlements loaded. We have entilements for single Adobe CC licenses and Adobe CC Suite licenses. Just have a question on the Adobe single product license reconciliation in workspace. What do I need to make sure so that the single licenses are used by the single products if they do not meet the minimum threshold for the CC Suite. Please let me know if you want more info. |
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Unanswered |
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61 |
We have a licensing dependency where Software A is only permitted to be installed on devices that also have Software B installed. What is the recommended approach in SAM Pro to model and enforce this dependency in reconciliation? |
two initial thoughts1. if software and software b are both part of a suite / bundle, check out software inference % on software model for the suite 2. if sw a and b are not part of a suite, check out install conditions on the software models for sw a and or sw b (this will allow you to specify per device |
Written |
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62 |
We would like to track the user allocation on SaaS software entitlements, we track user allocations for installed software by capturing AD group details by leveraging group allocation feature. How do we track user allocation for SaaS software? Please note we don't have integration profiles established for every SaaS software. We use PING SSO and do not use Okta or Entra SSO in our org. |
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Unanswered |
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63 |
SecureAuth - that's one we use for SSO.I recently connected MS Azure AD, but should I really have connected MS Entra ID to pull usage on something like Bluebeam? |
hey Dwyane! Bluebeam is construction collab sw correct? if so, is it licensed per concurrent/floating user? if yes, this may be where below may be applicable.https://www.servicenow.com/docs/r/it-asset-management/software-asset-management/concurrent-licenses.... |
Written |
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64 |
Is there a chance PRB1988928 can be back-ported to before Brazil? We would really like to use user resolution rules (released in Zurich) and sn_itam_samp.user_resolution_exclude_table system property, but the current performance degredation where using those features causes the M365/Adobe jobs to run 4x longer is not realistic for us to implement at this time. Is there a chance the fix could come before Brazil? It would help with an issue we've had a case open for since last September. |
hey Claire! i pinged dev for update and polite poke...no promises but please do keep following up! |
Written |
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65 |
I have created a reclamation rule for a per user software title. SNOW has provided reclamation candidates but did not take account that the user has launched other versions. Is there a way I can train the tool to consider all versions when it comes to a usage rule? |
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Unanswered |
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66 |
can you explain about this sn_acc_vis_content_user_web_usage i know this not pulerly related to the SAM but just hoping that you can give some explanation about , i hope the explanation will be around how the data would be inserted into the table i mean through which source and the process |
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Unanswered |
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67 |
SN discovery does not always discover the SQL edition but SQL Instance discovery includes the edition, Does SN plan on "merging" SQL instance edition to the software install table? |
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Unanswered |
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68 |
If part number is missing how do we import the entitelements |
You can create a custom part number to attach to entitlements that do not already have one in the content library, which lets you complete the import. If you have opted into the content service, those custom part numbers get reverse-fed to the ITAM content team, and once they are added to curated content you will be notified in the workspace and can accept the new mappings (licence metrics, software models, discovery maps, etc.) for those items. In follow-up discussion: for on-prem software, build the entitlement first -- when installs are discovered, the DMAP will create a software product model if one does not already exist, matching by name (you only need to create DMaps manually for custom software products, or products never before discovered in your environment). For subscription software it works the other way: entitlements should be created after the integration profile/SSO integration has already discovered and created the software model, with matching then happening automatically. |
Extracted from Recording |
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69 |
if we have a software that has enterprise wide installation rights, how can i configure the software model to be compliant even when we are consuming more than we are paying for? |
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Unanswered |
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70 |
Thanks, I understand how it is licensed and my model is set up with workflows, etc... my question is which integration should I use to pull usage, the Azure connection I made already or the Entra ID - we are using SCCM usage now, but would prefer to pull SSO data in. |
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Unanswered |
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71 |
We have about 1M records "not matched" and about 100K "partial match" for normalization. Is there a way to use machine learning or additional automation available to streamline the process?What is the best practice for maintaining such a large amount of records needing to be manually normalized?Any recommendations on how to tackle such a large data set? |
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Unanswered |
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72 |
And also may i know the ITOM URL Discovery(sn_itom_url_disc) is included in some any family plugin of ITOM ? |
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Unanswered |
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73 |
Will Nexus for Assets exapnd to events hosted in EMEA and APJ? |
no plans for that in 2026, but we know there is demand for this! please do surface with your account or partner rep 🙂 |
Written |
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74 |
For those using the VMware virtualization platform in their environment (especially vSphere and vCenter), have you found effective methods for tracking license entitlements, monitoring software usage, and managing licenses or specific components? Following Broadcom's acquisition of VMware, the product portfolio has been streamlined into new subscription-based suites—VVF (VMware vSphere Foundation) and VVS (VMware vSphere Standard)—using core-based metrics. The main question concerns how you manage the license components included in these suites. Do you handle them through SAM Pro, and if so, how do you approach this? |
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Unanswered |
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75 |
How does Software Subscriptions.unlicensed_subscription field being set?There is a calculation discrepancy between what is being allocated in the entitlement vs subscriptions being discovered.In our case, there are 7 users are being allocated and entitled to Adobe CC Single App Pro Plus Edition, the same 7 users also being found in the Software Subscriptions, but are not being calculated, and the field unlicensed_subscription sets to FALSE. |
Step 1 — Check the Software Model linkage Go to the 7 Software Subscription records and confirm the Software Model field matches exactly what's on the Entitlement. Look for normalization mismatches (e.g., "Adobe Creative Cloud Single App" vs. "Adobe CC Single App Pro Plus Edition").Step 2 — Review the Entitlement Allocations Navigate to the Entitlement → Allocations tab. Confirm those 7 users are allocated with the correct metric. Check whether the entitlement has a Rights quantity of exactly 7 or higher.Step 3 — Check the Reconciliation Result On the Entitlement record, look at the Reconciliation Results or License Position related list. This will show how many rights were consumed vs. allocated and whether subscription records were factored in.Step 4 — Force a Reconciliation Run Run the SAM - Reconcile Software job manually (or trigger via the Reconcile button on the entitlement) and observe whether unlicensed_subscription changes. This isolates stale data from a logic issue. |
Written |
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76 |
What is TruAbility? |
NOW advocacy group for increasing accesability in tech!!!! check out my linked in for a sweet post about it from our VP for accessability 🙂 |
Written |
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77 |
There thousands of Publisher Part numbers, how or where are you supposed to find the correct Publisher Part number that is in ServiceNow? Are you supposed to look at the statement of work or invoice you receive and compare the Sku # to to be the PPN #? |
Not clearly captured live in the available recording for this question specifically, but the panel gave closely related guidance to a nearby question on the same topic (missing PPNs on Microsoft subscription data): reach out to your reseller, who should be able to provide a report of everything purchased over the last couple of years including the PPN, and let them and your procurement team know you need the PPN included with each entitlement going forward. (Low confidence -- inferred from the adjacent written answer given by the same panelist at almost the same time.) |
Extracted from Recording |
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78 |
What could be the reason the software model information is not coming through our Microsoft software subscription information. Some software model information is showing up and other informaiton for some products is not showing up. |
reach out to your reseller - they should be able togive you a report of everything you purchased with them over the last couple of years with the PPN — and then let them and your procurement team know that you need the PPN with each entitlement going forward |
Written |
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79 |
Do We Get the Total Usage Data using the SSO Integration? |
monthly the usage is summarrized |
Written |
|
80 |
whether its the total usage data or the Last Activity from the SSO Integration? |
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Unanswered |
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81 |
Is there any documentation on the new SAM Australia Feature on expanded pattern normalization? |
see below, stay tuned for more info!Expanded pattern normalization- RegEx normalization rules cover a wide array of discovery models with slight variations- Provides immediate normalization without waiting for creation of specific package rules- Lower volume of rules reduces potential performance impact of increased content downloads |
Written |
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82 |
Are there plans to import office 365 entitlement through the integration with the Office Tenant? We were told it’s not possible to automate importing the office 365 entitlement? |
not to my immediate knowledge Berny, please consider submitting an idea on now support! |
Written |
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83 |
Is it possible to leverage the subscription profile to reconcile software entitlements? For example, we have two Adobe subscription profiles and want the user allocation to reconcile to the correct entitlement based on subscription profile. We are using assigned conditions on the entitlement records but it would be easier to filter based on subscription profile. |
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Unanswered |
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84 |
Thank you! |
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Unanswered |
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