SAM Office Hours Q&A December 2025 | AMS/EMEA Session

[Kieron Dean]

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

#	Question	Answer	Source
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?	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 answer would be yes, it's going to come back, right? Because there's going to be a script in the in the background that runs as soon as you put that PPN in. It's going to look for any related down or next version down 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 just cause noise really is what I always say when I'm looking at them. There's a lot of extra noise. But yeah, agreed. Yeah, very good. Thank you, Sean. I'll take the next question from Adele. This will be reasonably quick. The question is there any AI feature coming for Sam and HAM? So yes, the deal we've had AI 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, with the growing capabilities in generative AI,	Extracted from transcript
2	is there any AI feature comming for SAM/HAM?	The question is there any AI feature coming for Sam and HAM? So yes, the deal we've had AI 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, 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've been in the product since Yokohama. And also in Zurich, we launched our agentic workflows. So we have a few different skills on the agentic workflow side for Sam. So things like helping with software requests, things like SAS user resolution, things like automatically creating reclamation rules. So what I will do, I will drop a couple of links into chats. But to answer the question, absolutely, we have AI features already in Sam and HAM and we are continuing to add new features on the road map across next year and into the future. All right, I'll yeah, I got the next, I got the next one.	Extracted from transcript
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.	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 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 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 team managing this as well as a cloud Center of Excellence team that are that are a part of the ITAM team that help run this, the cloud, the cost management part portion of it. So I do like I said, I do see it in both both ways. So yeah, so yeah, thank you Randy. That's absolutely true. One thing I'm happy to share with folks, if you do have questions around CCM, specifically cloud cost management, we are early next year going to be launching an office hours for cloud cost management. So take a look on the live on ServiceNow events page. I will drop a link in for that as well. 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.	Extracted from transcript
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?	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 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 called Enterprise Asset Management used to be APM. We use the technology reference model in conjunction with our software models to determine and keep track of that. So we and then the I think we haven't done much with this yet, but the some of those flags on the software model, can tie into what's in the technology reference model as well. And those two pieces work, we'll say, Better Together. Exactly. That's exactly how it's designed, right. So that's the EA application enterprise architecture there. Yeah, but pre dating that, we were doing software model type things in the similar scenario and I didn't, I didn't crack the the nut on this. The question that this person specifically asking around, open source type things. But we basically said if it's if we have a software model for it, then, it's approved for use in some way, shape or form and that's how we treated it.	Extracted from transcript
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
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.	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 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 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, likes this idea as well. Then the development team will look at it and potentially add it to the road map. Exactly. And just some more context on that. So as Sean alluded to, if you go into support, if you just go to the regular support URL where you or your colleagues go to submit support cases, if you search for idea portal, it should be the first thing that comes up. You can submit the idea there. Obviously for the current, for the here and now, you can work with your team to develop a back end script to, copy things or move things to your heart's content. But what this idea will do will allow exactly what Song was alluding to. Let's see if there is qualitatively, this is AI totally get the use case here. Quantitatively, let's see what other people think about this. And then if there's some quantity behind that, then maybe that's something we can look to add some 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,	Extracted from transcript
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?	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 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 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, all the life cycle stuff and stuff like 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 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 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 eyeball everyone and make	Extracted from transcript
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
9	If we migrate from SAM Foundations to SAMPro, can the Software Models & Entitlements be migrated into SAMPro?  Knowing there are differences.	I was just going to mention that we did do come from foundations into Sam Pro and it definitely works. But exactly what you guys said, it is definitely you're missing things like the license metric and the mapping and things like that. But it is possible. So you don't have to completely start from scratch if that's how you were doing it before. So you don't have to start from scratch, but it's a bit messy, but it does work. Awesome. Thank you very much, Denise. You're welcome. And I think Kieran, I see Kieran just posted an article in the chat. Yeah, that's from our doc site. So it does discuss the ALM license table and there are some references to things like the old legacy counters which are in foundation being 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 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 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 resource value records that are associated to that software model and use that from a reconciliation perspective.	Extracted from transcript
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! 🙂	Written
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
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
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
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	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 recently. But if you look at that, it's under license operations, 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 a visual map. Maybe I can even show that I'll see if I have any demo data here that I could maybe show that particular feature. I don't know if I could see with per core. I don't think I have any good data in my system on a per core basis. I think, I think we're on the same page issue and I was, I was thinking along the same lines. I think the question if, if we're interpreting correctly, it's broadly saying, can I see the entities that are being consumed against my entitlements, right, Whether that's devices or course. And you're quite right that's the view. I'm, I'm pretty sure Srinivas created a decent blog with some demo. I will try and dig that out and put it into the into the chat to save you looking for demo data. I don't know my other screen. Can you see my screen, my ServiceNow screen? Yes. OK, So I just wanted to quickly show this. So underneath license operations, you see products with installs here. Where did my sequel go? I just had a sequel up. So what you can do is you can actually take a look at, I don't know, is this the latest? Oh, I'm going to mess my view up now a second. Got to reset my view here. There we go. And so there's this license usage button right here. So we can see there's install count of three O 3 license install count 2O6. Instead it installs requiring action 40.	Extracted from transcript
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
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
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.	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? 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 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 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, assist through ITSM or something like that. So 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 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 is a separate SKU. You're quite right. So the now assist for Sam SKU is think of it as an additive SKU on top of Sam Pro or Sam Enterprise. So you wouldn't need that SKU to get access to the now assist features for Sam and under safe harbour. The asset assist is a feature that's on on near term road map. And yeah, my understanding is that is that is part of the now assist for Sam SKU.	Extracted from transcript
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
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
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.	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, 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 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 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 Brady's question around the three or the copilot enterprise usage. But on our docs page there is and I'll put that link in the regular chat as well and send this to Brady also. But there is a description of what we pull from a subscription perspective. So what we can get from the Microsoft Graph AP is what we'd have to. And then but unfortunately copilot right now is a report that has to be downloaded from the admin center 365 admin Center and then that gets uploaded into service now. So we do have a process to upload that, but we it's not a direct integration or pull from using the graph AP is my understanding is that is something that	Extracted from transcript
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
22	I know that there is Now Assist is it safe to assume if you have Now Assist that it comes with Asset Assist?	Couldn't find live answer in the transcript.	N/A
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.	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, 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 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 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 this now same community goes two ways. So we obviously do everything we can to provide information, but we know that you all have just as much, if not more. Feel free to raise your hand in the chat and then the person that asks this	Extracted from transcript
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
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?	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 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 particular subscription is Microsoft Office or Microsoft Exchange Online or something like that. And that automatically is associated that are created and then associated your entitlements. You would then create entitlements from there. So it's probably that's usually the way we would recommend creating entitlements for SAS based SAS based subscriptions is to go from the from the model that's created automatically by the integration. I know sometimes the names change a little bit. That's why we say for on premise put your entitlement and put your PPN and have it create the software models for you etcetera. But when we're doing SAS, it's pretty good practice to actually go to the integration, look at the software models, then create your entitlement based off the software model that was automatically created versus using that pre canned 1. So I can see in chat, Shawn that Karen mentioned it was sorry, she said sorry, it was to entitlements, not software models.	Extracted from transcript
26	Can you share what the process is and the impacts for moving from SAM Pro down to Foundation?	Couldn't find live answer in the transcript.	N/A
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.	One, if anyone on this call is interested in exploring that more, feel free to leverage the chat. The this now same community goes two ways. So we obviously do everything we can to provide information, but we know that you all have just as much, if not more. Feel free to raise your hand in the chat and then the person that asks this question is empowered to reach out to you or vice versa. Maybe you can share some ideas on that while we work on this on the road map under Safe Harbor. Second 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 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 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 probably is a way to do it through some back end, whether it's some integration 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 speeds up 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 people. Hey Randy, looks like someone posted in the chat that they used entry AD and AD groups. Oh, OK, they did. OK. Yeah. So it's pretty easy to create those work flows to hand off right,	Extracted from transcript
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
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…	here! https://www.servicenow.com/community/sam-articles/the-path-to-value-for-a-sam-program-in-servicenow/...	Written
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	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 copy that one business rule, make some adjustments and make it say whenever it moved into stock, but that is a business decision at that your company needs to make. Now the other question I have and I had it for the product team, right, we're talking about, they're talking about overlapping software capabilities and being able to identify the overlapping usage, right? And right now that overlapping usage only addresses the SAS models and they're asking in the product, it is there going to be the non SAS product as well in that license uses model or overlapping usage model. Yeah. So it's definitely something that we are looking at. We've made a few adjustments to that's overlapping usage view. I don't know a couple of releases ago where we also bring in like spend detection type software that comes in and utilizes that information in that same in that same view as well. But we have not included just regular software installations at this time.	Extracted from transcript
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	Written
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	Written
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?	Couldn't find live answer in the transcript.	N/A
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.	Written
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.	Written
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).	Written
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.	Written
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.	Written
39	Can you put the link in the chat for the idea portal?	here! - https://support.servicenow.com/ideas	Written
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.	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 not a discovery tool that's designed for Sam. There's a lot, there's some customers trying to use Qualis because 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 necessarily available. That's required for normalization. So that's is there a way around that? Is there what's best practice? Hey, Sean, it's Evan. So again, I think this may be a content related thing because sometimes the normalization rules the selves. So if, if there's a new rule would need to be created, right? Yeah, it possibly. But I think, in the past when I've dealt with Qualis, and again, this was maybe a couple years ago, right? It is missing data, right? It's not picking up all the data we need. So yes, it has Sam data, it has software data, it has hardware data, but not necessarily everything. Unless that being said, I don't know if they've changed, how much they've changed in the past year or two. Yeah, either way, what typically happens because it's taking a hash value of the field. So Qualis may be bringing the data in, even if it's populating the right fields there, the value that it's putting in there may not match an existing rule that was created say from SCM or Tanium or some other source. So again, it would be the reason the match not found is because it's not finding a hash value.	Extracted from transcript
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!	Written
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.	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 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 then we're in the realms of cows. Yeah. But whether or not you can discover the ODBC connections user I'm not sure on that, but you can certainly import your Cal users and consume them that way, correct. It's discoverable. Yeah. Sorry, I'm having to read questions here. Unless somebody's got one. That's all good. I'm, I'm 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	Extracted from transcript
43	Additional question about Overlapping Usage. - Is there plans to look across all software, not just subscription software?	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 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 eyeball everyone and make sure you're happy that the right license metrics and the right values have been set on them. So yeah, I will also, I saw 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 two things I'll, I'll address this one first. Like you said before, you could migrate the entitlements over again in Foundation, you wouldn't have had some of the metrics that you may need, but the ones that you set would migrate over. And then the other thing that would be missing would be the whole mapping the discovery map. So you'd have to select those 'cause you wouldn't have the option of picking the D map previously. So the entitlements can move over and the models can move over. But like you said, there'd be a different additional changes that you would want to set. Some of them may work fine. Like if it's a per, user per device application of the metric wouldn't change. But if you wanted to take advantage of any of the per core licensing it wouldn't be a migration because you wouldn't have had it before. Right, Exactly. Good point. And then on the previous question about the copy entitlements and reset, I definitely put, I submitted in to the BU feedback to have that cause I've gotten it from a lot of customers who just hey, we've got new entitlements that we want	Extracted from transcript
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
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	Written
46	Is there way to identify the user using ODBC to connect to an app ?	Couldn't find live answer in the transcript.	N/A
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?	If you go to your Software Asset Analytics section in the Sam workspace and look at the Central Data service download status, that will give you the current count and expected count for all of the content items that are coming in the library and what? And there is a record there for Sam maturity content. So on my instance it says the current count is 25, the expected count is 25. So that's a good visualization. If your current count matches the expected count, then you have the full list. If it doesn't match, then you're you're missing a content update. Yeah, it's a good call out for all content based stuff raising that, let's say less. So yeah, it's definitely a good idea for questioning whether or not you're getting it. That's the best place to go. So yeah. And hey guys, I see we are at the quickly approaching the top of the hour. So thank you for these very festive difficult questions. You guys have embellished us with we're sorry we didn't get to everybody's question. on behalf of, of the ServiceNow team, thank you so much for your participation this year on the office hours. You really do help improve, the content that the product and we hope this continues into 2026. So thank you on behalf of the ServiceNow team and wishing everybody a happy holidays and we can't wait to see you guys in 2026. Thank you so much. Thank you very much everybody talk to you soon. Thank you. Thank you.	Extracted from transcript
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
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		Written
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
51	where do we upload the CoPilot report to ingest the usage?	https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage...	Written
52	I am waiting this info from our infrastructure team to manually update but hoping I can see something to start do the update		Written
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	Written
54	Yes we're using AD groups to sync up with the Azure groups		Written
55	Adobe uses SCIM provisioning with Azure AD or Okta	Couldn't find live answer in the transcript.	N/A
56	If I'm understanding this correctly, its done with this OOB integration.  We use it.  Hand up.	Couldn't find live answer in the transcript.	N/A
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?	It says we're doing things through for Visual Studio SAS integration, and she understands that there's technical issues preventing them from pulling data from the admin portal. She's asking is there an easy way to manually pull the subscriptions or is it in the road map? It's yeah, I don't know if it's in the road map. I'm not sure off the top of my head on that one, I'm afraid. Yeah, I don't know if it's in the road map or not, but yeah, it's a separate portal, right? Or used to be a separate portal for Visual Studio. So it was always having to manually put them in whenever I did it. But he has a question. Let me go ahead and let her allow her to talk. You hear me? Yes. Yes. Yeah. No, I was just referring to. Yeah, we're having to, we're doing it monthly, but pulling it from the admin portal, then importing the user allocations to those said ones. And, people keep asking me, well, isn't there an easier way? And I don't believe there is, but I just wanted to make sure there still isn't as not to my knowledge. I would, I would be willing to put money down though. Vicki, there's probably an idea on the idea portal for it. If you have access to support. I would upvote that. And so we talked everybody else on this call to upvote that and maybe the product team can get to look at that. But again, it's how it's how Microsoft exposes it, right? Does Microsoft expose it? And I'm sure they've looked at it because they looked at some of the things like what they call them the semi automated for, Copilot project and Vizio, right, which is their semi automatic automated way to do it. So I imagine they would have looked at Visual Studio, but again, I don't know. Yeah, I was just thinking maybe there's a, the integration where you upload your well, if anybody else on this call has,	Extracted from transcript
58	I assume this suggestion is if you are not using the SN Saas direct integration for MS 365?	So do you guys have any suggestions or is there a way that we could work this into a request for you guys because this is going to continue to grow. Yeah, unfortunately, Resno had to drop the call and he's he's probably one of the best people within ServiceNow to answer that question because he's ahead of the content team and really has his fingers tied into a lot of that stuff. I personally haven't heard of that, merge with those softwares In that use case, the only thing I can think of off the top of my head is using allocations, which is not a, it's not anything discoverable, right? But it's request and allocations and you're allocating the license. But in terms of discovering it and what's going to be done on that and how we're going to handle that I can't answer. It's manual, right? So, yeah. And it's from a compliancy standpoint, right? Because now you have one install only to that app and it's in the content service is licensable. So in, it wants to be exactly. So now your free versions are showing up as you need a license and you can't differentiate between what is actually licensed and what is not. Yeah. Yeah, Sam, I think this is Brad. I think how about I propose we take this offline. So as Sean mentioned, Rezno regrettably had to hop off. What I can say for those specific ones that you're speaking to for an interim solution, please submit a content case for those so that the content team can revisit that flag for them. So I think that's the immediate step. Feel free to this is Brad Blair. Feel free to reach out to me and we can look at that a little bit further. Yeah, definitely sounds like a question that you probably want to brainstorm more 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	Extracted from transcript
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?		Written
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
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?		Written
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
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?	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, 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 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 that I'm again, trying to find a KB and I will post it that you want to take a look at that KB because you have to enable certain jobs to be able to fully leverage and bring in all of that publisher related data. So just give me a couple minutes here to try and track down where I did, what would I do with that KB And I will post it in the chat. And while you're looking for that, Sean, I'll, I'll, I'll try and let you catch your breath as well. But I also know that with Intune specifically and CSD 2.0, the ability to reclaim software is available. However, driving those reclamations from removal candidates is something that's on near to near term road map. So under safe harbour for next year, we will be supporting reclamation driven by removal candidates within CSD 2. 0 early next year out of in June. But yeah, you're quite right, Sean on the service graph connector absolutely need to be on the latest and greatest version for those publisher	Extracted from transcript
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
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 ?		Written
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
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
69	That is what I was looking for - Thank you!		Written
70	Yes, if expanding the integration to have your IDAM or AD to make that happen.	Couldn't find live answer in the transcript.	N/A
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
72	Is there a published list of all the SAM Maturity goals to validate if you are missing any?	https://www.servicenow.com/community/sam-articles/the-path-to-value-for-a-sam-program-in-servicenow/...	Written
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?	Couldn't find live answer in the transcript.	N/A
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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