SAM Office Hours Q&A April 2026 | EMEA/APAC Session

[Kieron Dean]

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 6, 2026
• Questions: 16 total (9 written, 7 extracted from recording, 0 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:

#	Question	Answer	Source
1	We have implemented MidLess ACC for one of our customer and we got the lots of discovery models and most of them are normalised but around 5k haven’t and for those record what would be the best way to normalise them apart from manual normalisation ?Note: We have the Content library opted in	There are lots of different reasons why software might not be normalised. It might simply not be in our content library yet -- that is usually the main reason. It is important to have as high a normalisation rate as possible, but not everything needs to be normalised: some software in your estate (open source, drivers, etc.) does not need attention, so aim for 100% coverage of your commercial, in-scope software rather than everything. For the roughly 5,000 records that do matter, manual normalisation is one option. If you are opted into the content service, anything unnormalised is automatically sent to the content team to investigate and add normalisation rules where possible, so that number should decrease over time. If you do not want to wait, you can also proactively raise a content request for the important publishers in that list, which goes directly to the content team.	Extracted from Recording
2	I'm trying to find the product capabilities for Software Asset Management, so I can load them in the Technology Reference Model https://www.servicenow.com/docs/r/application-portfolio-management/eaw-create-new-product-capability...	Kenny was not aware of a source that lists specific high-level software product capabilities to load into TRM. SAM and TRM overlap around normalised products and lifecycle data, but there is no dedicated product-capabilities feature he knew of. During normalisation, software does get categorised (e.g. UNSPSC), but this tends to be broad -- probably no more granular than the product level (e.g. 'software asset management'). From a build perspective, SAM's application plugins map fairly closely to areas of functionality (plugins for each publisher pack, SaaS licence management, software spend detection, etc.), which could give a bit more detail than a single high-level capability, though it would not be a perfect list. Kenny offered to take the question to the enterprise architecture team (formerly APM) for further input.	Extracted from Recording
3	Hi, Arpita here.. Do you have any documentation on the standard out-of-the-box workflow for software requests, including license availability checks, auto-assignment, and purchase requisition creation?	Out of the box flows are available in Flow Designer on your instance. But it looks like some of your queries relate to Business rules or scripts within SAM. Can you elaborate perhaps?	Written
4	Can you give some insights on the SAP license metric field? When is it required, how can we set it, and how to properly use it along with the Full Usage Equivalent license metric.	Documentation for SAP license metric : https://www.servicenow.com/docs/r/it-asset-management/software-asset-management/create-entitlement-s...	Written
5	we publish (internally) a library of standards (ISO, IEEE et al.) and would like to be able to track which software implements which standards. and conveersely which software we need to look at if a standard changes. How can SN help us do that?	Do you mean that the software is complant with the Standard or is it a software that helps someone execute to the standard? If it is the former, I think that Enterprise Architecture may be more the place to track those standards in a holistic way.	Written
6	May i know where can i raise a request for the sam team? if there is a link that would be very helpful	Sure, here is the link to the IT Asset Management Content Request Process : https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=69e28a8547155a10c4e1a325126d4313	Written
7	I looked at the docs already. 🙂	Follow-up comment from Etta during the live discussion of question 2, acknowledging she had already reviewed the documentation. No separate answer was required.	Extracted from Recording
8	ok	Brief acknowledgement from Etta during the live discussion of question 2. No separate answer was required.	Extracted from Recording
9	Dynamische Finanz- und Controlling-Spezialistin mit über fünf Jahren Erfahrung in der Steuerung internationaler Projekte. Routiniert in Budgetplanung, Kostenkontrolle und Abschlüssen nach HGB. Starke analytische Fähigkeiten zur Bewertung von Performance und Ableitung klarer Maßnahmen. Praxiserfahren in Rechnungsprüfung, Kontierung, Liquiditätssteuerung und Projektabrechnung – mit Fokus auf effiziente Prozesse und transparente Finanzsteuerung	Hi Franck! Is this an actual question? If so, can you please post it in English. Thank you 🙂 Dynamic finance and controlling specialist with over five years of experience in managing international projects. Proficient in budget planning, cost control, and financial statements in accordance with the German Commercial Code (HGB). Strong analytical skills for evaluating performance and deriving clear actions. Hands-on experience in invoice verification, account assignment, liquidity management, and project billing – with a focus on efficient processes and transparent financial management.	Written
10	Hi Team, we've seen a lot of SaaS publishers offering more and more Capacitiy Based Metrics, at the moment the SaaS Integration covery only 2 products with capacity (Workday, CrowdStrike). I guess you also noticing this - what are the plan by SAM Pro SaaS to cover more and more capacity based Publishers in the SaaS space. At the moment we've to develop for each top tier publisher additional integration to cover the "non-user-subscription" products	Great question -- the industry is genuinely shifting. Many publishers are moving away from per-seat/user-based subscription licensing toward consumption-based models, a trend accelerated recently by AI (since AI is expected to reduce the number of seats needed). This is something the team is aware of, monitoring, and addressing on the roadmap, though there is always a lag before SAM tooling catches up with industry shifts. In the meantime, SAM Pro already supports some consumption-based SaaS integrations (e.g. Workday, CrowdStrike), and SaaS Licence Management customers can build their own consumption-based integrations if an out-of-the-box one is not available. For more detail on what is planned, the quarterly roadmap sessions (with live Q&A) are the best place to ask, as the inbound product team can go into more depth there.	Extracted from Recording
11	For example, when an end user requests a license through the software catalog, the system automatically check license availability, assign a license if available, or create a purchase requisition if not?	there are multiple elements in that flow. the Software request is a flow that you can find in Flow Designer, then it’s for the Software Analyst to decide whether to choose a licence from ‘stock’ or create a purchase request.	Written
12	What are the optimization areas in SAM Pro once i have connected M365 and Adobe Cloud?	The challenge with M365 and Adobe Cloud is that both are hybrid products (both SaaS and install base). This means that integrating with the SaaS platforms is only a part of the solution. I strongly recommend levarging SCCM or the ACC-V to gather installation and usage/metering data. The M365 integration, including the PowerBI credentials, will give you optimization possibilities based on usage, but also possible downgrades (e.g. E5 to E3 based on feature usage).Adobe optimization possiblities are similar, but in this case the addition of SCCM/ACC-V metering data is even more important since the Adobe portal does not report on usage.You will get optimization suggestions (Reclamation Candidates) to downgrade from All Apps to Single Apps or the other way around.Hope this helps!	Written
13	SAM SaaS Salesforce CRM Integration with Grant Type as Client Credential requires Salesforce Client App to be configured with a Salesforce Integration/user which needs a license due to which there is resistance to integrate.  Is there better way to handle this ?	Not really unless you want to use the custom integration direction. You can create a direct intergation profile using custom type. Uses API which may or not need the client credentials...you need to check at your end.	Written
14	What is the approximate turnaround time for the content team to push items to the content library once a request is raised? We are doing this to capture SAM metrics, which requires the model to be normalized. Additionally, we need the product and its related processes to be recorded in samp_sw_product_process. Could you also help us understand how records get created in that table  is it an automated process, or is manual?	There is no published hard SLA for getting data into the content library, because requests have to be prioritised after they are received -- priority depends on the publisher (Tier 1 publishers such as Microsoft, Oracle, SAP and Adobe are prioritised) and the volume of requests from other customers. Library updates are released twice a week, so once a record is added it should come through quickly on the next scheduled job run. If you are not seeing movement on a request, you also have the option to escalate it. On the related process question: with ACC-V discovery, the tool attempts to identify the related process (e.g. an executable) once captured from the registry, and this is what drives reclamation/removal candidate generation for installed software -- this works well when the discovery approach is ACC-V, at least for Windows (and reportedly macOS too).	Extracted from Recording
15	in preparation of an Oracle Audit, i have implemented the ACC with an MiD Server, Oracle Glass to get the Oracle java data including the Commercial Features but the features arent collected. Can the commercial features be really collected with the ServiceNow ACC? any customer already got to get this data?	The ACC-V nowadays uses the same patterns as agentless Discovery. Having that said, it should be possible to gather all the required details from the GLAS application.There is a property/policy though to enable GLAS data collection on the ACC-V (which is disabled by default). Discover java installation data using Agent Client Collector for Visibility - Content file-based discovery : https://www.servicenow.com/docs/r/it-operations-management/agent-client-collector/acc-file-based-dis...	Written
16	Do we have any documentation/plan to support the new Salesforce Marketing Cloud Growth product (outside the current Salesforce Marketing Cloud Engagement product which we can configure using the direct integration profile)	This is more of a roadmap question -- not something the panel was aware of off the top of their head, but that does not mean it is not being looked at. Best to raise it directly with the inbound product management team via the roadmap call's live Q&A, since they own the roadmap and can give a definitive answer.	Extracted from Recording

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• EMEA/APAC Sessions: 1st Tuesday of each month, 9:00AM CET
• AMS/EMEA Sessions: 3rd Tuesday of each month, 11:00AM ET

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

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