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2 hours ago
About This Document
This document contains 74 questions and answers from the SAM Office Hours session held on December 16, 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 74 questions, 38 were answered in writing during the session via the Zoom Q&A panel. An additional 36 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
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Question |
Answer |
Source |
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1 |
Is there any benefit to deleting or retiring older software models that are automatically generated by PPNs or integrations? For instance, when a PPN from the content service is added to an entitlement for Acrobat Pro, models could be created for versions going back as far as Acrobat version 7. Could they be regenerated the next time the same PPN is used? |
it's great to see everybody. All right. So as I said, let's use Q& A to get your questions in. You can see some coming in already. It's fantastic. Sean, I think we have a yeah, we'll, we'll see. We run out of the gates over to you. All right. So, yeah, so somebody's asking if there's any benefit to retiring older software models that are automatically generated when you when you create, when you add APPN or an integration. And then they're asking could they be regenerated the next time the same PPN is used. So I haven't thought about that question before. But yes, I would think if you go ahead and even deleted say some of the ones. So what they're talking about is basically if you put in APPN, for example, for Adobe Acrobat, right, one of the newest versions, our content library knows that all of the earlier versions of Adobe are the would be potentially the downgrade rights for that particular entitlement. So it adds and creates a bunch of models, the old models for it. So they're say... |
Recording |
|
2 |
is there any AI feature comming for SAM/HAM? |
if they're not being used, they they just cause noise really is what I always say when I'm looking at them. There's a lot of extra noise. But yeah, yeah, agreed. Yeah, very good. Thank you, Sean. I'll take the next question from Adele. This will be reasonably quick. The question is, is there any AI feature coming for Sam and HAM? So yes, the deal we we've had AI in, in both HAM and Sam for a while now. We've had things like machine learning on the normalization process. We have AI search in the content. Look up more recently with, you know, with, with the growing capabilities in generative AI, we have a lot of features that come under the umbrella of the now assist SKU. So now assist for software asset Management. Now assist for Hardware Asset management. Since this is a Sam office hours, I'll focus on the Sam features. But yeah, earlier this year in Yokohama we introduced publisher summarization and product summarization as well as recommended actions. And this is leveraging Gen. AI t... |
Recording |
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3 |
Hi all, we’ve seen that Cloud Cost Management application can be bought as bought as part of SAM Enterprise. Even though it is part of SAM Enterprise, is it it’s owns entity? As in, would you expect a SAM team to be managing this? We’ve seen that the required roles for this do not contain any SAM roles. Just looking for any clarification as we have a customer asking about this. |
atures on the road map across across next year and into the future. All right, I'll yeah, I got the next, I got the next one. So there's a question here around file cost management application is being a part of Sam enterprise. The question is would you expect the Sam team to be managing this being cloud cost management and then seen roles they're asking about the Sam roles and if it if there would be different roles to manage the cloud cost management. And the answer is, is kind of twofold. So it does cloud cost management does come with Sam Enterprise. It does come with it also is a stand alone product as well. So with that being said, you are going to have different roles to do the work. So you'll have some clouds cost management roles as well as some Sam roles that that are out there that need to be assigned for people that are going to be doing that. When I you asked the question, do you normally see a, the Sam team managing this? I've seen both, I've seen both. I've seen the Sam ... |
Recording |
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4 |
May be outside of scope of SAM...What module within ServiceNow should the list of approved applications be held? For example, we can leverage software models for licensable items, and create restricted models in reclamation rules, but where should a list of free / open source approved apps be kept? |
some of the other people are doing for this particular question because it's always good to hear what some of our other customers are doing. So, So what module within service now with the list of approved applications be held? For example, we can leverage the software model for licensable items and create restricted models and in reclamation rules. But where can we have should we list free open source approved items be kept? So my first thought on that one would be in the software model using the certified option and and making sure all of the applications that for your environment are certified for your environment. You could use that. I'm curious if anybody else wants to weigh in on this. They can put their hand up and we can take you off mute if you want to weigh in on how you manage. Of course, there's Jen. I knew you'd come. Jen, I'm going to take you off of. All right, Jen, you're good to go. OK, Can you hear me? I sure can. OK. So we have the benefit of having, I think it's now ... |
Recording |
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5 |
I've been able to locate the SAM Pro process diagrams but there is no process diagram that covers renewal process. On the Maintain software entitlement process diagram there is a reference to COM 3.0 modify contract record and wondering if there is a contract management process diagram document |
Megan - I’ll have to look for a renewal process diagram - but here is the doc page for the Contract Renewal process that includes the software asset selection: https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/contract-management... |
Written |
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6 |
When transferring allocations to another entitlement, is there a way to move instead of copy? Copy is great, but you then you have an extra step and have to remove the allocations from the old entitlement. |
the 1st place that that always creep in as well. So, all right, well, thank you very much. Same. All right, we will move on to the next one. Oh, it's me again. And this is an interesting one that I don't know if anybody from product team knows if this is road map. I don't know if it is or not. But when transferring allocations from one entitlement to another, there's a way to copy, is there? Sorry, is there a way to move the entitlements not just copy? Copy is great, but then they have the extra step of removing the allocations from the old entitlement. So I figured maybe maybe someone in the product team might know if that's in development or whether that's something maybe Lisa, you might want to do an ID on the ID portal for to have that move or move and copy or whatever kind of features just enhance the features there. Yeah, this is Brad. I'm not immediately aware of anything. Akash, you might. Is there something I'm forgetting? No, I have to take a look at this. I haven't done this... |
Recording |
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7 |
What is the recommended absolute timeframe to switch from Legacy states/status to Life Cycle Stage and Stage Status (CSDM 5) for CI's and Assets? When will legacy states/status be mostly/fully deprecated? |
ind that, then then maybe that's something we can look to to add some sort of UI bunch button in the future. That's OK. Thanks, Fred. All right. So the next one, and this is 1, I don't think I have an answer to, but I'll still put it out there. And then what's the recommended absolute time frame to switch from legacy States and statuses to CSTM, the life cycle stage and life cycle stage status And when, when will the legacy ones be fully deprecated? I have never personally heard a firm date on that. I don't know if anybody else in the calls heard a firm date on that, but I don't think it's any time in the near future. I don't nobody's speaking up. So I don't think any of us have heard published date on that one. So you know, it'll be a while before it gets fully abandoned. I don't know if they'll fully abandoned. I don't don't even know if they'll ever fully abandoned it personally, but that's just me. All right, so another interesting 1 here. If we migrate from Sam Foundation to Sam P... |
Recording |
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8 |
How do you know if you should stay on the original Oracle Glas Integration or migrate to version 2? Is there a link to a comparison between the two that someone could provide? |
GLAS V2 is specifically for those situations where there are performance issues during Oracle Database options discovery in high volume settings. In case not, then the current GLAS app available in the store, which you have already downloaded, should be sufficient as both versions offer the same features. |
Written |
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9 |
If we migrate from SAM Foundations to SAMPro, can the Software Models & Entitlements be migrated into SAMPro? Knowing there are differences. |
't think any of us have heard published date on that one. So you know, it'll be a while before it gets fully abandoned. I don't know if they'll fully abandoned. I don't don't even know if they'll ever fully abandoned it personally, but that's just me. All right, so another interesting 1 here. If we migrate from Sam Foundation to Sam Professional, can software models, entitlements be migrated into Sam Pro? It's an interesting one because I think the table structure, if I'm not mistaken, is still the same, right? Those tables that seem to be software product model and the ALM license table don't change from Sam Foundation to Sam Pro, so they'd automatically be there. But I see you're right because obviously the software model is going to have different features like, yeah, you know, all the life cycle stuff and stuff like that that might not be available within Foundation. I'm not sure if there's anybody on those McCall that has had any experience with customers moving from Foundation to... |
Recording |
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10 |
Regarding question if there is an AI feature coming. The expanded question is will it be a seperate subscription cost and we need to distinguish between SAM and SAM-P. Yeah, that sounds right, likely AI capabilities in the future will come with an extra cost. That said, suggest ServiceNow give very serious consideration to bolstering SAM/SAM-P without additional cost to address content library shortfalls, discovery normalization challenges. |
Thanks for sharing this feedback Louis! 🙂 |
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11 |
Can you talk more on the gentic workflows or send information on that? 🙂 I am supposed to come up with Goals related to SAM and AI |
Sure! see links Kieron will place in chat, also check out below too 🙂 https://www.youtube.com/watch?v=mO__h2ickdM |
Written |
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12 |
Do you have any recommendations or industry best practices when it comes to bridging the gap between a software request from the catalog for an end user (sourcing/procurement - allocation etc) and SSO/SCIM/security group access allocation? Auditors want to see a separate request and an audit trail with approvals for security group / sso access - I was looking for a related list or some kind of UI action / script but was curious to your thoughts. |
here's my email - bradford.blair@servicenow.com |
Written |
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13 |
I am trying to grow my understanding and expertise in SAM Pro. What is the best training course or options that ServiceNow provides? ive done the basic SAM Pro training when we did implementation. |
check out links I just posted in chat (can embed urls there |
Written |
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14 |
How to show usage of products that are not supported/discoverable? We have used Resource Value method but it does not show past usage so its difficult to track and trend the consumption. It only shows the current usage |
ing disabled and some of the new fields which are mandatory. So use that as a starting point. I will continue to do for that white paper. Thank you. Excellent. All right, so I got the next one, Sean. It says how to show the usage of a product that is not supported or discoverable. So we've used the resource value method before, but it doesn't show the past uses. So it's difficult to track and trend consumption. It only shows the current usage. So that's kind of hard to do because if it's not discoverable and not supported discovered B is not going to pull, they're not going to pull that in. And that would have to be manly added. Yeah, I, I think that the question is more around because there's, there's no like active flag on the resource value table today. And so it's going to pull all of the the resource value records that are associated to that software model and use that from a reconciliation perspective. I I don't know of, you know, aside from, you know, changing the model to a dif... |
Recording |
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15 |
One of our SW contracts has ended early. Is there an easy way to bulk update the many associated assets to also reflect that updated end date? Currently we can only find a method to update them individually. |
Not something that is out of the box from a functionality standpoint. The options that I can think of is to use the import process or if this happens often enough, use a catalog item and flow to update as a process. |
Written |
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16 |
Is there any integrated way to compare software titles and detect duplicate function / software overlap in the enviroment? |
We do have the “Overlapping Usage” module on your Software Asset Workspace. See this section in our doc for further details: https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... |
Written |
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17 |
Is there a way for ServiceNow to track Copilot enterprise usage? Specifically as it relates to usage within each M365 app for premium license users. |
be able to inactivate a resource value record. Awesome, thanks. And I like all the questions that are coming in. There's lots of questions for the product team here. So I'm going to keep asking the product team lots of questions. So 'cause I don't know the answers. Is there a way for service now to track copilot enterprise usage specifically as it relates to usage within each M365 app for premium licensed users? Is that on the road map? Does anybody know? You know what, there was a question asked about this recently. Let me let me try and find some information on that and then I can I can relay that back. Awesome. Thanks. So, yeah, since I've got you off of mute, there's one more here. I know that now is so I know that there's now assist. Is it safe to assume when you have now assist, it comes with asset assist? I must say my my belief is no, it doesn't, right. That's a separate SKU for now assist for Sam. Yeah, there's a reason I'm in product management and not in sales. So, but my un... |
Recording |
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18 |
Is there a way for ServiceNow to track Copilot enterprise usage? Specifically as it relates to usage within each M365 app for premium license users. |
Brady: please refer to this doc page: https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... |
Written |
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19 |
Some publishers are changing the way they package applications and are unifiying their paid licensed applications and free applications into one package. For example IntelliJ - this was previously Ultimate as well as Community Edition - now it is just IntelliJ Idea - there is no way to differentiate between a licensed install and a unlicensed install. Does ServiceNow have any plans to deal with this as this seems to be happening to more products and needs to be dealt with on a platform level. |
We have Install Condition” in that you can specify for the software model (which can work in conjunction with Software Product License Exception where you set certain editions as “Not Licensable” even when the Product Type is “Licensable”. This is assumning you know which CI’s (or conditions to identify those CI’s) that will have licensable vs. non-licensable. |
Written |
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20 |
Is there a way to grant read-access to the SAM workspace? We have application/product owners who would like to be able to consume some of our features, but we don't want to grant full sam role. We're exploring reports and such, but would rather a 'self service' option. |
No worries. All right. Oh, hey, Boyd, the good question from him. Is there a way to grant read access to the Sam workspace? We have application product owners who would like to be able to consume some of our features, but we don't want to grant the full SAMRA. We're exploring reports and such, but would rather self-service option and out-of-the-box, you know, there's no read only that I'm aware of. I don't think they've added anything to the product for read only into the Sam workspace. And I guess it depends on on what some of those features are. There's the asset executive workspace that exists that does roll up some features like success goals to say potential savings, actual savings. Those kind of values roll out from both Ham and Sam up into the asset Executive dashboard, but you'd have to probably create a separate role for read only writes into that dashboard. All right, I got nothing else T dub. Does anybody have any T dub yet? So just a follow up. So I'm, I'm I'm answering Bra... |
Recording |
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21 |
Along the same Software Model topic, any tips for how to figure out what is auto-creating them? As I don't see the typical cases such as product suites or downgrades. Any other suggestions of what to check? |
Hi Jen! You can check “Created source’ column, it should say “System property”. See details in our doc here: https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... |
Written |
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22 |
I know that there is Now Assist is it safe to assume if you have Now Assist that it comes with Asset Assist? |
that on the road map? Does anybody know? You know what, there was a question asked about this recently. Let me let me try and find some information on that and then I can I can relay that back. Awesome. Thanks. So, yeah, since I've got you off of mute, there's one more here. I know that now is so I know that there's now assist. Is it safe to assume when you have now assist, it comes with asset assist? I must say my my belief is no, it doesn't, right. That's a separate SKU for now assist for Sam. Yeah, there's a reason I'm in product management and not in sales. So, but my understanding is from a, a pro plus SKU perspective, we have our Sam ham ITAM has its own pro plus SKU SKUs that are separate from if you're gonna buy a, you know, assist through ITSM or something like that. So I, I'm not 100% sure of that, but my understanding it is a separate SKU. That was my understanding as well too. Sorry. That's, that's the best we can answer on that one, Vicky. So well, no, I so I can, I can ad... |
Recording |
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23 |
We had a discussion on the use of sys_id for unique keys for queries for workflows & scripts into the samp_sw_product table, I indicated that I was unsure whether the sys_id was guaranteed to be the same over successive imports of the ServiceNow Content library. What are your thoughts? They have what is called a SW Product Id but it is not filled in for custom products. |
understanding is that is something that we have asked for from a Microsoft perspective. But if there's any push that customers can do on the Microsoft side to you know, help get that enabled, that would be very helpful as well. Here's one maybe for you, Rezno. It's an interesting use case. So their discussion for using the sys ID for queries for work flows and scripts into the S AM SW product table. So they're unsure whether the sys ID was guaranteed to be the same over success of imports into the content library. So I don't know if the sys ID stays the same within the content related tables. Yeah, sys ID stays the same. So. Oh, obviously, I mean, that's why it is this ID, right? Because it's meant to be what do you call it? A unique identifier, Right. So, yeah, every every record in any of our content tables has the CID, and CID will always be the same. Thank you. You're right, Brad. Yeah, this is a, this is a got a question here that that actually I have some back story to, I'll keep... |
Recording |
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24 |
For Oracle Database when we have both user based licenses and also processor based licenses, what is the best way to reflect this situation in SAM Pro and to get reconcilliation working correctly? |
hey Andrew! based on above.... 1) create both the per processor and nambed user plus license metric entitlements 2. on the software models for each, add in unique software install conditions that align to what environment is covered by NUP or per processor |
Written |
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25 |
In SAMPro, when connecting to a Portal, the connection to an entitlement would auto select, but if we have another model with the same name, how do we control which model the connection associations? Can we change this? |
over the deployment of it. The same thing with removals can be done as well. So all right, I think I had one marked that I'm not sure if I have enough information from from Karen here. Karen's asking Sam Pro and connecting to a portal. The connection to an entitlement will be auto select. But if we have another model with the same name, how do we change which model the connection is associations. Can we change this? I think if I'm understanding this right, Kieran, the entitlement doesn't auto no entitlement automatically gets created when you do an integration into a SAS portal. When you, when you create that integration into the SAS portal, pull the data down, it's going to actually create your, your software models for you and it's going to bring down and create auto create those software models associated with the integration and that's done based off of the subscription identifier. So when that pull comes down, there's subscription identifiers that come down and says hey, this part... |
Recording |
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26 |
Can you share what the process is and the impacts for moving from SAM Pro down to Foundation? |
, very good. Thank you, Sean. I'll take the next question from Adele. This will be reasonably quick. The question is, is there any AI feature coming for Sam and HAM? So yes, the deal we we've had AI in, in both HAM and Sam for a while now. We've had things like machine learning on the normalization process. We have AI search in the content. Look up more recently with, you know, with, with the growing capabilities in generative AI, we have a lot of features that come under the umbrella of the now assist SKU. So now assist for software asset Management. Now assist for Hardware Asset management. Since this is a Sam office hours, I'll focus on the Sam features. But yeah, earlier this year in Yokohama we introduced publisher summarization and product summarization as well as recommended actions. And this is leveraging Gen. AI to pull together a summarization of your licence position, your optimization potential, any potential issues across publishers and also at the product level. So they'v... |
Recording |
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27 |
Has anyone created automated Adobe provisioning from ServiceNow without having to go into the Adobe Portal? Not the Saas integration for getting subscriptions, but automating the provisioning within the Adobe portal itself to stop the swivel chair/manual process there. |
eah, every every record in any of our content tables has the CID, and CID will always be the same. Thank you. You're right, Brad. Yeah, this is a, this is a got a question here that that actually I have some back story to, I'll keep it anonymous. But essentially we got a question here on automating Adobe provisioning from ServiceNow without having to go into the Adobe portal. So essentially, is there a way that we can automate the at present reality of having to go into the Adobe portal manually under Safe Harbor? ServiceNow is looking into this exact use case. So that's the that's the long term answer. Speaking for myself, I have not been in a situation where I've seen someone use existing technology to automate that or at least automated in a way that's scalable. So two things to point out here. One, if anyone on this call is interested in exploring that more, feel free to leverage the chat. The you know this, this now same community goes two ways. So we obviously do everything we ca... |
Recording |
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28 |
Any comments on a case where the SN Platform Team would consider Software Licensing, Entitlements and Reconciliation as seperate entities to be managed outside of the SAM Role. What issue could this create for a SAM Manager to be effective? |
Not a lot of info here - but my thoughts would be “what would the role of a SAM Manager be”? All three of those items are core to SAM functions which is typically done by a SAM Manager. |
Written |
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29 |
Is there a good playlist to ramp up on basics of SAM Pro? i.e. a top 10-must-know kind of thing, common gotchas, stuff to watch out for… |
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30 |
What is the best approach to clean up SW install record and allocations in the entitlement if any when a asset is retired or moved to in stock |
dels auto create and then create your entitlements from the model. There's an entitlements tab. Yeah. OK. All right. I think Randy, you got the next one here, I think. Oh, OK, cool. I got I I do too. The next two I got one another one lined up. Couple other questions. All right. So what is the best approach to clean up software install records and allocations in the entitlement if any asset is retired or moved into stock. So out-of-the-box there is a business rule that says whenever a asset is retired to remove those software installations. So that's out-of-the-box. We do not have a business rule like that for in stock. However, if that's something that your company would like to do, you could go ahead and and you know, copy that one business rule, make some adjustments and and you know, make it say whenever it moved into stock, but that is a business decision at that your company needs to make. Now the the other question I have and I had it for the product team, right, we're talking a... |
Recording |
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31 |
I thought entitlements and licenses are one and the same. How does SN view software licenses vs. subscription licenses vs. entitlements? |
hello! from a NOW data model perspective, they are one and the same. they all will reside on the alm_license (software entitlements) table once created. You can then further define them in this table via the 'License Type' field |
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32 |
In the CSDM 5.0 White Paper, it mentions one of the product models as System Component Model (version-specific) and under that is the Software Component Model - Can you help me understand what those two product models are used for in SAM? |
Shauna: Hello again! Software Component Model is something that was added in Z (maybe Y) - this was to help with other modules needing to create a Software Model (like) record, but it would be at a much lower level that is not really a licensable level…so we created Software Component Model to help with this. If you would like we can connect on this: akash.mehta@servicenow.com |
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33 |
Someone asked about the comparing software titles and detecting duplicate function/overlapping capabilities but the overlapping usage module only addresses SaaS software. What about non-SaaS software products? |
s or not. But when transferring allocations from one entitlement to another, there's a way to copy, is there? Sorry, is there a way to move the entitlements not just copy? Copy is great, but then they have the extra step of removing the allocations from the old entitlement. So I figured maybe maybe someone in the product team might know if that's in development or whether that's something maybe Lisa, you might want to do an ID on the ID portal for to have that move or move and copy or whatever kind of features just enhance the features there. Yeah, this is Brad. I'm not immediately aware of anything. Akash, you might. Is there something I'm forgetting? No, I have to take a look at this. I haven't done this in a bit, so I'd I'd have to take a look at it. OK, so it didn't sound like it's active out there, Lisa. So I would say that's definitely 1 you want to put on the idea portal and see if everybody else out there in the community, you know, likes this idea as well. Then the development... |
Recording |
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34 |
I am curious, those that have discovered software in other countries. We have a lot of issues when manually normalizing discovery models because the language is not English. I am just curious - should it come in that way and translate? |
Normalization needs to have normalization rules that match the hash of the original characters in your raw discovery models. Unfortunately, when discovery models contain non- English characters, we might not be able to create normalization rules OOTB, therefore, manual normalization might be needed. |
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35 |
On the Software Product Lifecycle table, there’s an Active flag, can you explain how SAM uses this flag and what impact setting it inactive has? |
WHen Active = true, the record will be used to generate Software Lifecycle Reports. If Active = false, it’s as if the record doesn’r exist (it will be ignored during Software Lifecycle Reports generation). This usually means Content Team indicates the record is incorrect, therefore, it was deactivated. |
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36 |
What is the difference between Content Library and Software Products Table? |
Content Library contains a myriad of “content tables”, one of which is Software Products table. Records in these content tables came as part of Content Service (curated and maintained by ServiceNow’s Content Team). |
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37 |
I am currently seeing an issue where the SW Install table in CMDB gets updated when a user removes the software but then the licnese compliance dashboard still shows that install and it still needing a licnese even though its been removed, and is occuring after a reconciliation. Any idea why this is occuring? |
Dylan - so couple of things that comes to mind. 1) is this a device or user base license metric - this could be licensing a user if the user has it on multiple devices 2) is there an allocation? If you have an allocation, we license allocations even if an install is not seen 3) Are we sure that the install was removed from the device? We have seen where the install is not specifically removed OR comes back because on the Discovery Source side the software isn’t seen as being removed correctly. |
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38 |
How do you mark a software model or entitlement for manual license position calculation when discovery is not possible? and is there a way to register you manual findings |
you can create a custom license metric for this use case. |
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39 |
Can you put the link in the chat for the idea portal? |
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40 |
Do we have a best practice for SAM normalization when enabling integrations like Qualys? After turning it on, we’re seeing a large number (12K records) of Discovery Models created as Match Not Found, and I’d like guidance on the recommended way to handle this. |
ore through with that with the product team on that one. Yeah, Thank you all. No problem. Lots of good hard questions today, especially I like how they're hard questions for the product team instead. I like that. All right, I don't know if I'm next or not, but I'm talking, so I'll keep going. Do we have best practice for Sam normalization when enabling integrations like Qualis after turning it on, it seems a large number. Where'd it go? A large number of discovery models created a match not found. Qualis specifically is is not a discovery tool that's designed for Sam. There's a lot, there's some customers trying to use Qualis because you know, you don't want to have multiple agents on your machines. You use the Qualis agent. It does have some software and software information in it. However, not all discovery tools are created equal, right? And since the specific use case for Qualis is not Sam, at least unless that's changed from last time I looked at the data, all the data is not nece... |
Recording |
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41 |
Is there anything on the roadmap to add an active flag on Reclamation Rules? |
Shauna: 1) Hello!!! 2) We sort of have this: Have a field called Create reclamation candidate - if this unchecked, we still allow for usage to be gathered, but do not create reclamation candidates. https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... 3) Happy Holidays to you and yours! |
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42 |
We want to flag a software model as banned or restricted. But we want it to be visible in the catalog so users don't rerequest this. but let them know it is banned or restricted. Today if you mark it restricted it's not published to the catalog. |
normalized, then yeah, then that's definitely a big, it won't, won't hurt to put a content request in. Absolutely, exactly, absolutely. Never hurts to put that content request in Anything else When you got anything else flagged? I do not have anything flagged yet. No. So thanks. OK, sorry. When we flag software model as banned or restricted, but we want it to be visible in the catalog so users don't request this. Will you request this but then let them know it's banned or restricted? Today if you mark restricted, it's not published to the catalog. No, nothing's automatically populated in. There's definitely no models are automatically added to the catalog irregardless of whether you flip the restricted flag or not. That's a customization what you're talking about. Can it be done? Sure, you could do it through the catalog, put a put a list of of restricted software based off that value, but it'd be a customization all right? Is there an easy way to identify the user using ODBC connectio... |
Recording |
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43 |
Additional question about Overlapping Usage. - Is there plans to look across all software, not just subscription software? |
n those McCall that has had any experience with customers moving from Foundation to Pro. I personally haven't had any experience with customers doing that. No, you're quite right, Sean. Those two tables in particular are across both, you're right, But obviously when Sam Pro is active, there will be additional fields, additional structures on things like that, license metrics that you wouldn't have had on, on Sam Foundation. So the record, whilst the records would still be, would still be retained, would still be available in those tables. You would absolutely want to go through them and and eyeball everyone and make sure you're happy that the, the right license metrics and the right values have been set on them. So yeah, I will also, I, I saw a, a white paper that touched on this a while ago. I will try and dig it out and share the link in chat before the end of the call. All right, I see Evan's got his hand up here, so I'm going to take Evan off of off of mute here. And yeah, so, so t... |
Recording |
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44 |
is there a plan to include the installation path when SN is the discovery source. |
Installation path is typically populated for File Based Discovery (using ServiceNow DIscovery). |
Written |
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45 |
as we are cleaning up a large software portfolio (e.g. MS) we want to only show in the SAM workspace the onces we have cleaned up (entitlement, normalized and reconciled, etc). is there a way to configure the workspace to only show the cleaned data without customized the UI? (do i use the “license under management” flag or there is another way to do that?) |
Published Products |
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46 |
Is there way to identify the user using ODBC to connect to an app ? |
s of whether you flip the restricted flag or not. That's a customization what you're talking about. Can it be done? Sure, you could do it through the catalog, put a put a list of of restricted software based off that value, but it'd be a customization all right? Is there an easy way to identify the user using ODBC connection to an app? Not unless your discovery tool is picking it up, which I don't know where that data would come in even if it did. That's not something typical that we see. No, I don't think so. I'm I was trying to, it's not a standard. Yeah, it's on the use. I guess the only thing I was thinking is if are we talking about here somebody connecting to an app and consuming a license in that. Correct. Yeah. And and then we're in the realms of of cows. Yeah. But whether or not you can discover the ODBC connections user I I'm not sure on that, but you can certainly import your Cal users and and consume them that way, correct. It's discoverable. Yeah. Sorry, I'm having to read... |
Recording |
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47 |
Is there a way in the Software asset workspace you can see all the Devices or per core for an entitlement that the microsoft api pulled in like the user subscription - user subscription? |
same as you. I'm currently reading through them as well. I'm not, I'm I'm behind yet. I'll just, I'll just go ahead and try and answer this one live. All right, I don't know what it is. Is there a way where to go in the in ServiceNow asset workspace, you can see all the devices for per core for an entitlement that Microsoft API pulled in like the user subscriptions. There's a really nice feature which I like. I'm not sure if this is going to answer your question, Jeffrey, but products with installs. So I don't know if anybody's looked at products with installs. It's AI, don't remember when it was released fairly fairly recently. But if you look at that, it's under license operations, kind of the same section as you'll see software entitlements and software models. And if you go into that, it'll actually help give you a breakdown of where different installations are being consumed and how your installations are being consumed in, in a kind of a visual map. Maybe I can even show that I'l... |
Recording |
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48 |
Tons of similar core_company records = difficult to choose correct Publisher of SW model. Companies are mess (no good data model nor arch.) and working to clean this up. In mean time… Any recommendations or Best practices (beside a good data model) to “publisher” for Models? Low hanging fruit suggstions? (while bigger problem of companies are cleansed) |
Stick with the names from “Software Publishers” table. These are the “normalized” names that come from ITAM Content Library. |
Written |
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49 |
I think the read only question relates to where there are product owners outside of the SAM team and we want them to have visibility to their product usage and compliance without being able to make changes or affect metrics |
some, thanks. And I like all the questions that are coming in. There's lots of questions for the product team here. So I'm going to keep asking the product team lots of questions. So 'cause I don't know the answers. Is there a way for service now to track copilot enterprise usage specifically as it relates to usage within each M365 app for premium licensed users? Is that on the road map? Does anybody know? You know what, there was a question asked about this recently. Let me let me try and find some information on that and then I can I can relay that back. Awesome. Thanks. So, yeah, since I've got you off of mute, there's one more here. I know that now is so I know that there's now assist. Is it safe to assume when you have now assist, it comes with asset assist? I must say my my belief is no, it doesn't, right. That's a separate SKU for now assist for Sam. Yeah, there's a reason I'm in product management and not in sales. So, but my understanding is from a, a pro plus SKU perspective,... |
Recording |
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50 |
We already use the Software Product table when creating software models. Would enabling the Content Library provide additional benefits or functionality beyond what we currently have? |
Having Content Library means you use OOTB product records from Content Library that you’re referencing from your software models (as opposed to having to create custom software product entries everytime you need to create software models). |
Written |
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51 |
where do we upload the CoPilot report to ingest the usage? |
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52 |
I am waiting this info from our infrastructure team to manually update but hoping I can see something to start do the update |
hat they they used entry AD and AD groups. Oh, OK, they did. OK. Yeah. So it's pretty easy to to create those work flows to to hand off right, the user ID into and pass it into an AD group. So I know a lot of customers are using that for provisioning of software, right. So if they have the back end infrastructure like Intune or whatever that's controlled through AD group, she basically has the flow goes through the request, gets approved, fulfilled from existing, and then it just goes ahead and adds the user to that group and then Intune takes over the deployment of it. The same thing with removals can be done as well. So all right, I think I had one marked that I'm not sure if I have enough information from from Karen here. Karen's asking Sam Pro and connecting to a portal. The connection to an entitlement will be auto select. But if we have another model with the same name, how do we change which model the connection is associations. Can we change this? I think if I'm understanding t... |
Recording |
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53 |
Doesn't the SAM Pro SaaS License Mangement handle that use case? We pull Microsoft and Adobe in automatically. |
correct the pulling in of the data from MSFT/Adobe into NOW is automatic...what is not automatic is pushing out from NOW into MSFT/Adobe to create the subscription account for new users |
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54 |
Yes we're using AD groups to sync up with the Azure groups |
ond point, Sean, have you ever come across this or Randy seen a scenario where someone has used existing technology to essentially negate the need to automate or negate the need to manually go into the Adobe portal, Adobe specifically? Yeah, I don't know, but I know a lot of people are are using AD groups. I don't know if they're doing it on the portal provisioning side. I know you can for sure do it on on the 365 side to actually auto create those accounts. I don't know how they do it, so don't ask because I don't know how it's done. But I know there there probably is a way to do it through some sort of back end, whether it's some sort of integration through through Azure AD or something like that. I have no idea to be honest though. So I would say yeah, that's coming in our as Brad said something that they're working on that use case. So hopefully that that speeds up and and that takes Brad. I don't know when that's coming, but that'll be definitely a really cool feature for a lot of... |
Recording |
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55 |
Adobe uses SCIM provisioning with Azure AD or Okta |
very every record in any of our content tables has the CID, and CID will always be the same. Thank you. You're right, Brad. Yeah, this is a, this is a got a question here that that actually I have some back story to, I'll keep it anonymous. But essentially we got a question here on automating Adobe provisioning from ServiceNow without having to go into the Adobe portal. So essentially, is there a way that we can automate the at present reality of having to go into the Adobe portal manually under Safe Harbor? ServiceNow is looking into this exact use case. So that's the that's the long term answer. Speaking for myself, I have not been in a situation where I've seen someone use existing technology to automate that or at least automated in a way that's scalable. So two things to point out here. One, if anyone on this call is interested in exploring that more, feel free to leverage the chat. The you know this, this now same community goes two ways. So we obviously do everything we can to p... |
Recording |
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56 |
If I'm understanding this correctly, its done with this OOB integration. We use it. Hand up. |
now that now is so I know that there's now assist. Is it safe to assume when you have now assist, it comes with asset assist? I must say my my belief is no, it doesn't, right. That's a separate SKU for now assist for Sam. Yeah, there's a reason I'm in product management and not in sales. So, but my understanding is from a, a pro plus SKU perspective, we have our Sam ham ITAM has its own pro plus SKU SKUs that are separate from if you're gonna buy a, you know, assist through ITSM or something like that. So I, I'm not 100% sure of that, but my understanding it is a separate SKU. That was my understanding as well too. Sorry. That's, that's the best we can answer on that one, Vicky. So well, no, I so I can, I can add a little bit more. So it, it is a separate SKU. You're quite right. So the, the now assist for Sam SKU is, is think of it as an additive SKU on top of Sam Pro or Sam Enterprise. So you you wouldn't need that SKU to get access to the now assist features for Sam and under safe h... |
Recording |
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57 |
How are we doing things for Visual Studio SaaS integration as I understand technical issues that are preventing us from pulling that data from the admin portal. Is there an easier way then manual to pull subscriptions or in the roadmap? |
a lot of extra noise. But yeah, yeah, agreed. Yeah, very good. Thank you, Sean. I'll take the next question from Adele. This will be reasonably quick. The question is, is there any AI feature coming for Sam and HAM? So yes, the deal we we've had AI in, in both HAM and Sam for a while now. We've had things like machine learning on the normalization process. We have AI search in the content. Look up more recently with, you know, with, with the growing capabilities in generative AI, we have a lot of features that come under the umbrella of the now assist SKU. So now assist for software asset Management. Now assist for Hardware Asset management. Since this is a Sam office hours, I'll focus on the Sam features. But yeah, earlier this year in Yokohama we introduced publisher summarization and product summarization as well as recommended actions. And this is leveraging Gen. AI to pull together a summarization of your licence position, your optimization potential, any potential issues across p... |
Recording |
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58 |
I assume this suggestion is if you are not using the SN Saas direct integration for MS 365? |
know what, there was a question asked about this recently. Let me let me try and find some information on that and then I can I can relay that back. Awesome. Thanks. So, yeah, since I've got you off of mute, there's one more here. I know that now is so I know that there's now assist. Is it safe to assume when you have now assist, it comes with asset assist? I must say my my belief is no, it doesn't, right. That's a separate SKU for now assist for Sam. Yeah, there's a reason I'm in product management and not in sales. So, but my understanding is from a, a pro plus SKU perspective, we have our Sam ham ITAM has its own pro plus SKU SKUs that are separate from if you're gonna buy a, you know, assist through ITSM or something like that. So I, I'm not 100% sure of that, but my understanding it is a separate SKU. That was my understanding as well too. Sorry. That's, that's the best we can answer on that one, Vicky. So well, no, I so I can, I can add a little bit more. So it, it is a separate ... |
Recording |
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59 |
[Partner here] I am regularly asked about integration potential for automating the creation of entitlement records. Largely, the orgs are relying on product owners instead of pulling into a SAM vertical, but don't want to grant SAMP access to such a large volume of users. Is there an external system integration that is endorced by ServiceNow or one you've seen work well? |
ming in already. It's fantastic. Sean, I think we have a yeah, we'll, we'll see. We run out of the gates over to you. All right. So, yeah, so somebody's asking if there's any benefit to retiring older software models that are automatically generated when you when you create, when you add APPN or an integration. And then they're asking could they be regenerated the next time the same PPN is used. So I haven't thought about that question before. But yes, I would think if you go ahead and even deleted say some of the ones. So what they're talking about is basically if you put in APPN, for example, for Adobe Acrobat, right, one of the newest versions, our content library knows that all of the earlier versions of Adobe are the would be potentially the downgrade rights for that particular entitlement. So it adds and creates a bunch of models, the old models for it. So they're saying if I delete, say, Adobe Acrobat 67, would it come back again when I use that PPN again? And then I think the a... |
Recording |
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60 |
Is there anything in the roadmap to improve the workspace and allow SAM Admins to tweak the view without being a developer? |
yes - this ability is on the roadmap |
Written |
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61 |
We understand lifecycle dates can come from different sources ServiceNow, Calculated, Internal, and Approximate. When multiple lifecycle dates exist for the same product and they conflict, how do SAM dashboards and reports handle this? Is there any source weighting or precedence logic applied, or are all dates surfaced and it’s left to SAM managers to interpret? |
now that now is so I know that there's now assist. Is it safe to assume when you have now assist, it comes with asset assist? I must say my my belief is no, it doesn't, right. That's a separate SKU for now assist for Sam. Yeah, there's a reason I'm in product management and not in sales. So, but my understanding is from a, a pro plus SKU perspective, we have our Sam ham ITAM has its own pro plus SKU SKUs that are separate from if you're gonna buy a, you know, assist through ITSM or something like that. So I, I'm not 100% sure of that, but my understanding it is a separate SKU. That was my understanding as well too. Sorry. That's, that's the best we can answer on that one, Vicky. So well, no, I so I can, I can add a little bit more. So it, it is a separate SKU. You're quite right. So the, the now assist for Sam SKU is, is think of it as an additive SKU on top of Sam Pro or Sam Enterprise. So you you wouldn't need that SKU to get access to the now assist features for Sam and under safe h... |
Recording |
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62 |
In Sean's Ranger series on the SAM Success Goals, it looked like there were SAM Maturity goals already installed related to a few different things but when I installed SAMP, the SAM Maturity goals OOTB weren't there. Was this removed or is there something wrong with how my installation went? |
are you asking about the Maturity goals — if so, there is a job that loads that data |
Written |
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63 |
On the Samp_sw_usage table: The Last Used Time is pupulated, what flow or configuration would pupulate the Reclamation Type. |
I believe this comes from the integration - so, if you are looking at the SCCM integration, there are two different data sources…one for usage and one for last used |
Written |
|
64 |
With Microsoft moving to Intune (With MECM still existing) is there any changes to the SCCM Config section for CSD and Reclamation activities? |
import Visual Studio subscriptions. Hey, let us know. Yes, please. Thanks, guys. No problem. It's a good question. Yeah, there's lots of good questions here. Wow. Trying to find one I can answer. There's a lot here that I'm not sure I can answer. So there's there's one question from Karen which is with Microsoft moving to Intune with MECM still existing, is there any changes to the SECM conflict section for CSC and reclamation activities? So, yeah, I was wondering if we could take a swing of that one. Give me one second. I, you know what, let me find it. I just, I just added this to my presentation deck. I just got to open up the deck and find itself. That was, that was very timely. It is very timely. I just kind of find remember which customer I did it for because yes, exactly. So we know that Microsoft made the change and we definitely want to make sure your Intune service craft connector is at least versus, excuse me, at least version 32.5. But there are some differences to the job ... |
Recording |
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65 |
If I'm understanding the question about bypassing adding users directly into the Adobe Portal: 1. Catlog item to request access. 2. If approved, manually and/or automatically added to AD group entitlment (auto if integrated with IDAM) 3. Shows up automaticall in ServiceNow via the 'Software Asset Management - SaaS License Management' plugin (integration); both MS and Adobe OOB. |
Hey Louis! does above also inlcude then automatically creating the new user account in the adobe portal, without need for an admin to log into adobe portal and complete that?feel free to ping me at bradford.blair@servicenow.com |
Written |
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66 |
The Salesforce SaaS Integration pulls back very low level products, that do not directly map to commonly known Product SKU's, such as Sales and Service Cloud Unlimited, is there an easy way to map these low level products to the higher SKU level Product, other than mapping as parent Suites ? Is the SaaS Integration going to be updates with these Suite mappings ? |
ming in already. It's fantastic. Sean, I think we have a yeah, we'll, we'll see. We run out of the gates over to you. All right. So, yeah, so somebody's asking if there's any benefit to retiring older software models that are automatically generated when you when you create, when you add APPN or an integration. And then they're asking could they be regenerated the next time the same PPN is used. So I haven't thought about that question before. But yes, I would think if you go ahead and even deleted say some of the ones. So what they're talking about is basically if you put in APPN, for example, for Adobe Acrobat, right, one of the newest versions, our content library knows that all of the earlier versions of Adobe are the would be potentially the downgrade rights for that particular entitlement. So it adds and creates a bunch of models, the old models for it. So they're saying if I delete, say, Adobe Acrobat 67, would it come back again when I use that PPN again? And then I think the a... |
Recording |
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67 |
Customer has growhome apps, and was to control license for their customers. Is that possible start with app fingerprints in discovery, go to SAM Package Install, create a custom license metrics for customer licenses, and build reports for the customer? Is that anything missing? |
so if you are able to get the fingerprints - you can create a custom product, custom dmap (which is the software model) - create an entitlement if you want to track license numbers OR set to unlimited if it is user or device based license. other then that, if you can’t discover it then use the resource value table with an import on number of users or number of installs. |
Written |
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68 |
Do you have any documentation on how to get usage/users from Workday. We are not using the HSRD module. We would like to understand the best approach to bring the data to SAM. We were thinking of using SSO application to capture soem usage but is there any other ways? |
Sylvain! Hello! https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... you can ping me directly to follow-up on this |
Written |
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69 |
That is what I was looking for - Thank you! |
or any related down, down or next version down kind of models and create those models for you. So yeah, you could get rid of them, but they could very welcome back, I think is the answer. Extra models really, if they're not being used, they they just cause noise really is what I always say when I'm looking at them. There's a lot of extra noise. But yeah, yeah, agreed. Yeah, very good. Thank you, Sean. I'll take the next question from Adele. This will be reasonably quick. The question is, is there any AI feature coming for Sam and HAM? So yes, the deal we we've had AI in, in both HAM and Sam for a while now. We've had things like machine learning on the normalization process. We have AI search in the content. Look up more recently with, you know, with, with the growing capabilities in generative AI, we have a lot of features that come under the umbrella of the now assist SKU. So now assist for software asset Management. Now assist for Hardware Asset management. Since this is a Sam offic... |
Recording |
|
70 |
Yes, if expanding the integration to have your IDAM or AD to make that happen. |
ming in already. It's fantastic. Sean, I think we have a yeah, we'll, we'll see. We run out of the gates over to you. All right. So, yeah, so somebody's asking if there's any benefit to retiring older software models that are automatically generated when you when you create, when you add APPN or an integration. And then they're asking could they be regenerated the next time the same PPN is used. So I haven't thought about that question before. But yes, I would think if you go ahead and even deleted say some of the ones. So what they're talking about is basically if you put in APPN, for example, for Adobe Acrobat, right, one of the newest versions, our content library knows that all of the earlier versions of Adobe are the would be potentially the downgrade rights for that particular entitlement. So it adds and creates a bunch of models, the old models for it. So they're saying if I delete, say, Adobe Acrobat 67, would it come back again when I use that PPN again? And then I think the a... |
Recording |
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71 |
Sean, can you show the samp_product_install, what is the exact table name? |
Hey Verna! do you mean the 'software installations' [cmdb_sam_sw_install] table? |
Written |
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72 |
Is there a published list of all the SAM Maturity goals to validate if you are missing any? |
Written |
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73 |
Customer has very large environment, out of control, poor oversight. A contractor is trying to reconcile SW models to Publishers (his biggest challenge) BUT they have NOT opted in to “SAM contentt service”. What are down-sides of turning this ON? i.e. opting in? |
ll. And yeah, we're actually going to be kicking off an office hours series for CCM in the near future, right? So there's no one here that's interesting. And maybe we can see what some of the other people are doing for this particular question because it's always good to hear what some of our other customers are doing. So, So what module within service now with the list of approved applications be held? For example, we can leverage the software model for licensable items and create restricted models and in reclamation rules. But where can we have should we list free open source approved items be kept? So my first thought on that one would be in the software model using the certified option and and making sure all of the applications that for your environment are certified for your environment. You could use that. I'm curious if anybody else wants to weigh in on this. They can put their hand up and we can take you off mute if you want to weigh in on how you manage. Of course, there's Je... |
Recording |
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74 |
Are you thinking about improving the parent child relationship feature? Example, Windows is the parent. Microsoft.ECApp is the child. But in one day there maybe 50 other child product installed. Each gets a software model created automatically if you have it configured to do so. Now, each has to be added as a seperate entry in the parent-child interface. Very manually intesive. Thoughts? |
I don't know that this is in the product roadmap; if you haven't already, I would encourage you to post on the idea portal for upvoting. |
Written |
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