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2 hours ago
About This Document
This document contains 119 questions and answers from the SAM Office Hours session held on July 15, 2025. SAM Office Hours is a monthly live Q&A session where ServiceNow customers can ask questions about Software Asset Management directly to product experts.
Of the 119 questions, 79 were answered in writing during the session via the Zoom Q&A panel. An additional 36 answers were extracted from the session recording transcript. 4 questions were answered live but no recording transcript is available.
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) β Answer typed directly in the Zoom Q&A during the session
Extracted from Recording β Answer spoken verbally, extracted from transcript (AI-processed)
No transcript available β Answer was given live but no recording transcript is available
Questions & Answers
|
# |
Question |
Answer |
Source |
|
1 |
What is the current practice of adding ServiceNow entitlements to SAMPro |
First question is what is the current practice of adding ServiceNow Autonomous to Sam Pro? So, so there's a few ways to do it. So, you know, if, if we're looking to kind of ease our way into it, you, you, you do have the ability to just create 1 brand new from the ALM license table itself, you know, making sure that we have those, those required fields. Publisher part number is a good one because it's going to help bring in that predefined information from content to help configure your entitlement as well as information on your software model. We also from from the workspace, there is an option to do a guided set up for your entitlements. And within this guided set up, you have the ability to do it onesie twosie, if you ... |
Recording |
|
2 |
Looking to implement SAM PRO later this year. Does it pay to do any work with SAM Fundamentals beforehand? |
Regina. I'm from Winnipeg, so we have a few questions that's come in already. I can, I can get us kicked off. Yeah, I can get us kicked off here. First question is what is the current practice of adding ServiceNow Autonomous to Sam Pro? So, so there's a few ways to do it. So, you know, if, if we're looking to kind of ease our way into it, you, you, you do have the ability to just create 1 brand new from the ALM license table itself, you know, making sure that we have those, those required fields. Publisher part number is a good one because it's going to help bring in that predefined information from content to help configure your entitlement as well as information on your software model. We also from from the workspace, there is an option to do a guided set up for your entitlements. And within this guided set up, you have the ability to do it onesie twosie, if you have the requisite information for the entitlement. But you also the guy that said we'll walk you through doing the entitle... |
Recording |
|
3 |
Focusing on foundational data that SAM uses for consumption rules. a. The country field in the sys_user table in ServiceNow is typically defined as a string field, not a reference field. This means: It stores country values as plain text (e.g., US, Canada, Germany). The dropdown choices you see are manually configured or limited by defaultβoften only a small set of countries is pre-populated. b. Why it's not a reference field Although ServiceNow has a core_country table that includes standardized country data (like ISO codes), the sys_user.country field is not a reference to it by default. This is largely due to legacy design and backward compatibility concerns c. Best Practice (if customizing) Many developers recommend refactoring the country field to be a reference to the core_country table for better data consistency, reporting, and localization. d. This allows you to: i. Use standardized country names and codes. ii. Avoid data entry errors. iii. Leverage add |
Vickie - the country data is base/foundational data that used throughout the platform. SAM does not control this data or structure and just utilizes this from the platform. I would suggest creating an IDEA portal entry for the platform team. Customization may be possible, but obviously we canβt recommend this as it may have unintended consequences in other modules. |
Written |
|
4 |
When needing to submit evidence to ServiceNow to add part numbers to content services - what are the appropriate items to submit? We are getting some push back from procurement on supplying contract information... |
So yes, Jason, I would definitely work within Sam fundamentals before implementing Sam Pro, right? So there's another one that came in here and I'm just going to put it out there real quick. It's not not the next one on the list in case anybody's got the link. But they're wondering they do need to submit evidence to the content team for part numbers. So what's the appropriate way to submit that? And there is a separate request process for content team. I don't know if anybody here has that link handy. If not, we'll put that on hold for a bit and I'll try and find that KB article about how to submit data to the content team. It should cover that. PPN is a little bit different now you're on now if you've created a custom part number, there are a custom product that data and you are opted into the content services. Check your check your opt in settings because one of the settings for opting in is to upload your custom products and your custom models, etcetera. So that data will get sent u... |
Recording |
|
5 |
When needing to submit evidence to ServiceNow to add part numbers to content services - what are the appropriate items to submit? We are getting some push back from procurement on supplying contract information... |
see belonw link for submission process π |
Written |
|
6 |
When needing to submit evidence to ServiceNow to add part numbers to content services - what are the appropriate items to submit? We are getting some push back from procurement on supplying contract information... |
Written |
|
|
7 |
When needing to submit evidence to ServiceNow to add part numbers to content services - what are the appropriate items to submit? We are getting some push back from procurement on supplying contract information... |
ideal information to submit: PPN, Product Name, Version, Edition, software discovery models (if available), software product lifecycle info (if available), |
Written |
|
8 |
We're looking to decomission our SCCM which we have up until now used to track software allocations...what recommendations do you have for future software info harvesting and population into SAM Pro? We're contemplating MS Company Portal? AutoPilot? Anything else? |
Regina. I'm from Winnipeg, so we have a few questions that's come in already. I can, I can get us kicked off. Yeah, I can get us kicked off here. First question is what is the current practice of adding ServiceNow Autonomous to Sam Pro? So, so there's a few ways to do it. So, you know, if, if we're looking to kind of ease our way into it, you, you, you do have the ability to just create 1 brand new from the ALM license table itself, you know, making sure that we have those, those required fields. Publisher part number is a good one because it's going to help bring in that predefined information from content to help configure your entitlement as well as information on your software model. We also from from the workspace, there is an option to do a guided set up for your entitlements. And within this guided set up, you have the ability to do it onesie twosie, if you have the requisite information for the entitlement. But you also the guy that said we'll walk you through doing the entitle... |
Recording |
|
9 |
Did anyone find a process to create a seperate Maintenance Contract Model that would defferentiate Hardware and Software Contracts showing up in SAM Workspace. |
tracking their allocations through SCCM and I guess populating Sam through that. So they're wondering, do we have any recommendations for automatically harvesting and populating allocations into Sampro? No, we don't have any. And really what we try and advocate here and again, feel free to jump in anyone else's, is really getting that solid request and approval process. So your allocations are being done not by the tool that has deployed the software to the user. That's definitely a good source of data, right, To say, OK, to set that baseline, OK, we have 25 people in this group that has deployed Microsoft Project to. But really what we want to try to do is develop that process for requests and approval. So the end user will request the software, it gets approved by whoever the approval and, and financial approval chain is. And then it'll go through the process and when you're it'll go to the fulfiller and the fulfiller can then allocate that entitlement based off of your existing enti... |
Recording |
|
10 |
For the M365 Dynamics and Power Apps integration what role permissions are needed if you already have an existing M365 integration to be able to pull back the last activity data? |
Hi Sarah, you can see the minimal user permissions for Dynamics 365 here: https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana..., |
Written |
|
11 |
For the M365 Dynamics and Power Apps integration what role permissions are needed if you already have an existing M365 integration to be able to pull back the last activity data? |
Written |
|
|
12 |
How should we record Extended Lifecycle Support as an entitlement, given that it covers no actual install? |
Do you need to track it as an entitlement or just need to record this in the lifecycle table to identify the Extended Lifecycle Support? If you need an entitlement, you could record this as a Maintenance contract and identify the Entitlements that will be covered by this maintenance contract entitlement |
Written |
|
13 |
Hi, my question is about Microsoft reservations in SN SAM Pro. When making reservations on MSFT web services, the True Up does not get correctly calculated, and the unit cost gets changed (it becomes different than the source entitlement). How do you correctly set reservations so that the True Up cost is calculated correctly? |
hello! check out below video (if you haven't already) if it does not address use case please follow up on community or next office hours! |
Written |
|
14 |
Hi, my question is about Microsoft reservations in SN SAM Pro. When making reservations on MSFT web services, the True Up does not get correctly calculated, and the unit cost gets changed (it becomes different than the source entitlement). How do you correctly set reservations so that the True Up cost is calculated correctly? |
https://www.youtube.com/watch?v=GLQVqkZYgFk&list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0&index=52 |
Written |
|
15 |
Does ServiceNow offer an integration with RedHat that would pull in usage data, and which asset is using which license? |
e. Go ahead. Yeah, go ahead, Tracy. You should be able to, you should be able to unmute yourself and ask your question. All right, Tracy, are you still there? Well, we'll leave her off mute for now. We'll go ahead and answer another question on the mute piece. Yeah. So there's a question here about does ServiceNow offer an integration with Red Hat that would pull usage data in which to assist in using with licensing? Now, I personally haven't heard anything. I do want to bring this up to the rest of the team because I know we have a couple of people from product that may have, so maybe Akasha, Rohit, you may have heard of any kind of integrations out there on the Red Hat side of things around usage. I know I haven't, I have not, Sean, usage for Red Hat. So software specifically, OK, yeah. So I haven't heard of anything this is possible, right? Anything can really write to the usage table, right? So if, if you do have some sort of discovery source that can put on the on the Linux side t... |
Recording |
|
16 |
In an effort to obtain an accurate ITAM Licensing Resource Counts for Software Asset Management > End User Computers counts. We have been reviewing the cmdb_sam_sw_install table. We discovered that we have records that have an Installed on Most recent discovery that is older than 90 days. We have 4,000+ records. Why are those records there? Is there is job that is supposed to clean stale records from this table? If so, what is that job name? |
Hello, good morning, good afternoon. Welcome to the Software Asset Management Office hours. This is your monthly session with our ServiceNow team of experts, so you're all very welcome. We're going to get started in just a minute or so. We'll give folks a few more moments to join us. If you want to go ahead and and drop messages in chat saying hi, let us know where you're dialling in from, that would be wonderful. But as Sean says in chat, please put your questions that you'd like to put to our panel in the Q& A section. So if you have any questions that you'd like to ask our team of experts, drop them into Q&A. We won't be able to read questions in chat. Do let us know why you're dialling in from in chat, but put your questions in the Q& A section and that would be super helpful. So yeah, we're going to give folks a few more moments to join. I can see we've got lots of people dialling in. Got a whole gang of people from Houston, which is all good. So we can see people coming in. I'll ... |
Recording |
|
17 |
Can you help explain the difference between the Per User and Per Named User in the License Metric options? |
The difference is that the Per Named User licenses can only be assigned to a specific user it was purchased for. For example, if the license was purchased for John Doe, it must be used for that person. |
Written |
|
18 |
Sorry that did now paste very well. π That's what I found on best practice but wondering your take on this. |
guys. Just in case you're running, you're all from the West and I'm smack dab in the middle. Well, there's one from Regina. I'm from Winnipeg, so we have a few questions that's come in already. I can, I can get us kicked off. Yeah, I can get us kicked off here. First question is what is the current practice of adding ServiceNow Autonomous to Sam Pro? So, so there's a few ways to do it. So, you know, if, if we're looking to kind of ease our way into it, you, you, you do have the ability to just create 1 brand new from the ALM license table itself, you know, making sure that we have those, those required fields. Publisher part number is a good one because it's going to help bring in that predefined information from content to help configure your entitlement as well as information on your software model. We also from from the workspace, there is an option to do a guided set up for your entitlements. And within this guided set up, you have the ability to do it onesie twosie, if you have th... |
Recording |
|
19 |
How are the product descriptions sourced? I support the catalog items published from the models and today many of those catalog items have very unhelpful descriptions. I would like to have our SAM Pro team pull in the descriptions from the software product table but I have observed that many of those do not contain 'catalog worthy' content. |
The content services team curates these descriptions from the purchaser websites and other credible/validated sources. It may not necessarilyhave images and other detailed content needed for a product catalog targetd for a user to make a decision on requesting it. |
Written |
|
20 |
When there isn't a correct DMAP version/edition listed for a software model that matches the current installation versions being discovered, what should we do to get that publisher compliant in the license workbench? Removing the DMAP all together does not get things back to compliance. |
Carolina - not sure I understand your question so will take a stab at what I think it may be: 1) If the DMAP is not currently associated to the Publisher Part Number, then please create a HI ticket or Content Request to have this addressed 2) If the wrong DMAP has been associated or the DMAP does not represent the software model you have, you can create a SW model with no DMAP and set the Version/Edition values that match what your entitlement is licensing 3) if you want to associate a DMAP - you can create a custom PPN to the correct SW model configuration |
Written |
|
21 |
For Saas integration, example - Docusign, is it best practice to use Service Accounts to create integration profile? And what role we need to give this Service Account in ServiceNow? |
Written |
|
|
22 |
How would I pupulate the Managed By list column on Licensing - Software Entitlements |
This can be populated many different ways - manual update either on the entitlement, or multi-select from the list view. Another option is to update that field thru an import |
Written |
|
23 |
What is the difference in terms of data model if we opt for SAM Foundation versus SAM Pro ? Mainly, we are looking to populate Software Subscription table. |
ah, there was one. OK. Well, first of all, Tracy, are you off mute or should we keep going? All right, I guess she's still off mute. OK, So then we'll move forward here. What's the difference in terms of data model when we opt for Sam Foundation versus Sam Pro? Mainly, we're looking to populate the software subscription table. So when we talk about Sam Foundation, we're talking about ITSM Sam, which is different from Sam Pro. When we talk about Sam Pro, there's there's another plug in that comes with Sam Pro that's SAS License Management. I believe that's something like Essence Sam SAS INT is the name of the plug in and that is what's going to be used to create those integration profiles that are that then populate the Sam software subscription table. So if we're mainly looking to populate the software subscription table, then we're definitely going to want to that's a feature that that's going to come with Sam Pro and it's populated through that SAS license management plug in that I m... |
Recording |
|
24 |
Is there an alternative solution to consumption rules, if the core data to do the consumption rules doesn't exist in ServiceNow yet? Is it possible to do something like a parent/child relationship with entitlements? |
Consumption rules helps customers identify how an entitlement should be consumed against a cost center, company, departmentβ¦etc. Consumption rules allows you to restrict the consumption to one or many of these entities. If the data doesnβt exist, then you can restrict using Allocations (user or device based). Other than that, there is not really another concept to restrict use of an entitlement. |
Written |
|
25 |
How do you recommend handling enterprise license keys where it is one key that is used for several purchases/installs? When the maintenance is renewed there may be renewals that you receive a new license key and some that the license key doesn't change? |
Tracy, are you saying that 1 license key entitles you to multiple installs? I would then consider creating a entitlement and use the βmetric attributesβ if you can state how many devices or users it can cover. alternatively you can create a custom license metric with a script that covers the lets say 5 installs per license. I hope I understood your question correctly. PLease clarify if not. |
Written |
|
26 |
Is it a good idea to create an entitlement for Software Support and do you select Resource Consumption under License Metric? |
s a feature that that's going to come with Sam Pro and it's populated through that SAS license management plug in that I mentioned. Sam Foundation is more ITSMS AM. Lot of good questions today. There's one here that says is it a good idea to create an entitlement for for software support and do you select resource consumption under the license metric? It's definitely a good idea to create an entitlement record for, it's called software maintenance, right, maintenance record and making sure you associate that maintenance record with the existing entitlement because a software maintenance entitlement won't actually give you use rights for that application, right? That's not where the use rights for the entitlement is kept. It's actually on that perpetual or license or or in this case or potentially subscription, right? So you want to make sure that if you're doing a, a maintenance software maintenance entitlement, you associate it with the existing perpetual entitlements. So it's definit... |
Recording |
|
27 |
Are there any lessons learned, best practices for File Based Discovery using mid servers as opposed to agent based? Typical problems, etc |
William, this will be a question for thediscovery team. Please reach out to Sean or Ben and they can connect you |
Written |
|
28 |
We are onboarding Microsoft Perpetual (Server + Desktop) and Adobe subscription licenses. Both of them have Perpetual + Software Assurance licenses. How do P+SA licenses affect recociliation and what role do they play in true-up costs? |
e you're under maintenance. So maintaining those maintenance will also help you maintain the the version specific that you're entitled to use. So it's definitely a good idea to track those. Here's a question that this is this, this is a good question. They're talking about on boarding Microsoft and Adobe subscription licenses. But at the end of the day, the question is how do perpetual plus SA licenses? So that's perpetual. Plus software assurance licenses affect reconciliation and what role do they play and true up cost. So let's talk about the first part of that question. So perpetual plus essay. So when it comes to reconciliation, a reconciliation when it comes to getting a compliance position is going to honor both the perpetual and software assurance. The way it works is the perpetual portion of that entitlement represents that right to install. So that's going to allow reconciliation to calculate rights owned versus rights used. But software assurance comes in in into play becaus... |
Recording |
|
29 |
Hello from Virginia, we are looking to implement HAM PRO in Aug/Sep are there SOPs your team has for us to use as basic templates |
here is our video series on HAM: https://www.youtube.com/playlist?list=PLkGSnjw5y2U4MVzsIHSsDG0EC_zvsgOvY we do have HAM Office Hours -https://www.servicenow.com/community/ham-events/office-hours-hardware-asset-management/ev-p/3247118 Good luck - please let us know how it goesβ¦. |
Written |
|
30 |
Hi , we are planning to start new project SAM PRO and would like to see videos and demos for Non discoverable publishers is it something you can guide us step by step |
Hello! check out below for existing SAM Ranger videos on youtube https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 |
Written |
|
31 |
Can you please share the link for someone new to Register for this SAM Office Hours? |
Written |
|
|
32 |
Hi Does ServiceNow discovery have usage software metering capabilities? |
Yes, the Agent Client Collector (ACC) from ITOM has software metering/usage capabilities. |
Written |
|
33 |
My apologies HAM/SAM |
live answered |
N/A |
|
34 |
Thank you Sean! Yes, it's a cultural shift here, too, we're tackling. π |
live answered |
N/A |
|
35 |
In relationt to Procurement information, how does SAM advise to use proc_po, etc. in relation to SAM Entitlements? Are these two records linked through Contracts? |
h the Contract Management Pro app for software and hardware assets specifically near term. All right, I'll take one question live here. So Vijay is asking so in relation to procurement information, how do we use the proc PO and how is that related to like software asset management entitlements? Are these records linked through contract? So if you use the procurement plug in, so we have a, a procurement plug in that has some, some more flows in it, that has, it creates the proc PO and the, the, you know, basically your PO table, your PO line item table. And then it, it has a sourcing mechanism as well. So if you utilize all, all of that mechanism to, to walk through, let's say a request that would get sourced through a, a request and request items, you could create an allocation or you could do an actual purchase. If you do the purchase that goes into your purchase order table and your purchase order line table, receiving it from there will actually do the linkage to from that PO to you... |
Recording |
|
36 |
Allocation for subscriptions should be matched on domain accounts to user account product discovery records, its essentially the allocation aft the fact |
and the normalization suggestions that are part of Sam as well, because that's how you'll you'll kind of then start implementing the content based versions of those custom ones you've created. And then there's another one here. We're looking to decommission our SCCM what they've been using to track allocation. So let's go. This customer was was tracking their allocations through SCCM and I guess populating Sam through that. So they're wondering, do we have any recommendations for automatically harvesting and populating allocations into Sampro? No, we don't have any. And really what we try and advocate here and again, feel free to jump in anyone else's, is really getting that solid request and approval process. So your allocations are being done not by the tool that has deployed the software to the user. That's definitely a good source of data, right, To say, OK, to set that baseline, OK, we have 25 people in this group that has deployed Microsoft Project to. But really what we want to ... |
Recording |
|
37 |
Took over SAM and there is no documentation from previous person or partner who set up SAM Pro about exent of set-up. How can I ensure publisher packs are working as designed? We use InTune for endpoint/end user information (no longer have SCCM) and don't get usage information. Is that correct, that we will not get usage info without SCCM? |
You can see if the publisher packs are installed/enabled thru the Application Manager - search for the publisher packs. Youwill be able to install them or updated them if needed. You can also see which ones you have installed thru the Success Portal. You will want to check the limitations of each of your discovery tools |
Written |
|
38 |
Do I have to always create update sets when a new entitlement is added in Prod? |
Do you mean to move that data from a lower environment to a higher environment? Not necessarily needed, you can add that directly in Prod. If you want to import entitlements, then you can load that list in a lower environment, make sure everything looks good, fix the file if it does not and then load in Prod directly. This all depends on your processes. |
Written |
|
39 |
How do we do product classification/taxonomy/framework to be able to group like-type software application titles together? What we have seen in the samp_sw_product and samp_sw_product_category is that these categories that are assigned can be inconsistent. For example - PuTTY shows as Other Digital Accessibility whereas we would want Terminal Emulator. Also, Adobe Reader shows up as Filesystem software whereas we would like βPDF Softwareβ |
product categories. And I know that's part of our content where once your, once your software model's been or discovery model's been normalized, it, it basically will categorize the software. Now what they're seeing and they're saying is sometimes they see a software like Putty being classified as other digital accessibility where it should be a terminal emulator or Adobe Reader showing up as a file system software where it should be PDF software is how would somebody would it be still like a request to the content team for classification or categorization potential issues? Some of it, yeah. So like so that utilizes the UNSPSC classification. So you know, our, our, our content team is utilizing that information And and if the vendor is classified or they've, you know, that data has been classified, that is what we're using. You can definitely create a content request if, if you see if you feel like something is either missing or it is incorrect and they can, they can at least investiga... |
Recording |
|
40 |
We have just turned off the SAM Property to Auto Create software models. Would you recommend we now go back and delete those previously auto created SW Models that we do not need? |
Yes, if you donβt need those SW models or not managing those yet, then yes you can delete those sw models. |
Written |
|
41 |
Our Hosting leader was not keen on the risk associated with having automated SCCM removal/harvesting of licenses, that we might accidently trigger that for a VP or that it could remove something critical. Anyone having fun using this feature safely? It seems like a great automation. |
Rhonda - we have some newer features (couple of releases ago) where you can add a filter like VIP = true to not create a removal candidate if it matches that criteria. These are on the Reclamation Rule itself. |
Written |
|
42 |
In Adobe subscription, whats the difference between Per User vs User Subscription ? |
was one. OK. Well, first of all, Tracy, are you off mute or should we keep going? All right, I guess she's still off mute. OK, So then we'll move forward here. What's the difference in terms of data model when we opt for Sam Foundation versus Sam Pro? Mainly, we're looking to populate the software subscription table. So when we talk about Sam Foundation, we're talking about ITSM Sam, which is different from Sam Pro. When we talk about Sam Pro, there's there's another plug in that comes with Sam Pro that's SAS License Management. I believe that's something like Essence Sam SAS INT is the name of the plug in and that is what's going to be used to create those integration profiles that are that then populate the Sam software subscription table. So if we're mainly looking to populate the software subscription table, then we're definitely going to want to that's a feature that that's going to come with Sam Pro and it's populated through that SAS license management plug in that I mentioned. ... |
Recording |
|
43 |
With SAMPro how do you count the free software installed or used without reconcilation? I think SAMpro does not reconcile free software |
and and that's going to be factored there. So I would say categorically that's the difference between the two per user on Prem user subscription, Sam software sub subscription table is going to be factored in record in a Recon. My guy is the next one here. Somebody's asking with Sam Pro, how do you count free software or used without or used without reconciliation? I think Sam Pro doesn't count free software. And that's that's an interesting topic because there's such a thing as free, yes, there's freeware, right? And it depends on it depends on how you're tracking. You're right, Sam isn't going to run reconciliation on non licensable software. So it kind of comes down to a little bit what we were talking about with product classification where once a once a discovery model is normalized, it's going to understand the type of the the product type, right? Is it a licensable software or not licensable freeware, shareware, etcetera. And it's going to class them like that. So typically we d... |
Recording |
|
44 |
For things in the ITAM Health Check related to Windows Service relationships --- do you have to have ServiceNow discovery to collect the relationship data? We are using SG's instead. |
Yes, ServiceNow discovery can collect relationship data and is recommended for Server based software |
Written |
|
45 |
If you have the SAMPro connector enabled in your M365 environment, does SAMPro use that data to calculate compliance? |
Emma - yes, we do use that data collected from that portal to import the subscription data. this data and the data we collect from discovery sources like SCCM to calculate the compliance. |
Written |
|
46 |
Can you please share a guide on setting up the request and assign process |
m of experts, so you're all very welcome. We're going to get started in just a minute or so. We'll give folks a few more moments to join us. If you want to go ahead and and drop messages in chat saying hi, let us know where you're dialling in from, that would be wonderful. But as Sean says in chat, please put your questions that you'd like to put to our panel in the Q& A section. So if you have any questions that you'd like to ask our team of experts, drop them into Q&A. We won't be able to read questions in chat. Do let us know why you're dialling in from in chat, but put your questions in the Q& A section and that would be super helpful. So yeah, we're going to give folks a few more moments to join. I can see we've got lots of people dialling in. Got a whole gang of people from Houston, which is all good. So we can see people coming in. I'll keep an eye on the Q&A. So no questions yet asked. So don't be shy. Do go ahead and type in your questions for our experts. We have experts toda... |
Recording |
|
47 |
How does SAM reconciliation determine (from Software Installations) on which record to keep (active_install = true) and is this decision logic explained anywhere so that we can choose to tune the sources (ACC being primary, with possibilities from SCCM and InTune) |
itlement software model, discovery model and then you should be able to see what it's capturing and see if it's missing anything and definitely not normalizing up. OK, thank you so much. Looks like we have a question from Vijay. This one might take a a little while. So the question is, how does Sam reconciliation determine from software installations on which record to keep active install? It was true and is this decision logic based anywhere so that we can choose to tune the sources ACCBM primary with possibilities from SECM and Intune? So I think there's a lot to unpack here. So with with regards to the field active on the software install table, that's controlled by a job. It's a daily job called Sam D duplicate software install table. And what that job is meant to do is if we have multiple discovery sources that are discovering the same software record, it's meant to only choose one of those software records as active install equals true. This is to make sure we prevent any double ... |
Recording |
|
48 |
We have Integrated salesforce Exp. cloud with Sam pro Dev envirnment. Is there any checklist document available for testing before moving to Prod. |
There is no checklist for this use case. |
Written |
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49 |
Hi, weβre preparing to start a new SAM Pro project and are particularly interested in understanding how to manage non-discoverable publishers. Could you please guide us with step-by-step instructions, including any available videos or demo resources? |
is really getting that solid request and approval process. So your allocations are being done not by the tool that has deployed the software to the user. That's definitely a good source of data, right, To say, OK, to set that baseline, OK, we have 25 people in this group that has deployed Microsoft Project to. But really what we want to try to do is develop that process for requests and approval. So the end user will request the software, it gets approved by whoever the approval and, and financial approval chain is. And then it'll go through the process and when you're it'll go to the fulfiller and the fulfiller can then allocate that entitlement based off of your existing entitlements or trigger a procurement request. So you really want the allocations being done as part of the request process, request approval, fulfill process and have a step in there to do the allocations for you as part of that process. Not coming from any other tool. Anybody else have any comments on that one? No,... |
Recording |
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50 |
How is the Subscription Software Checkbox on the Product used? Is that just informational or is it used other ways. Thanks! |
The Subscription Software Checkbox is utilized in conjunction with βignore installsβ field to determine how reconciliation calculates the data and where to look. Also, some queries/widgets use this information to include or exclude certain products. |
Written |
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51 |
What's the best course of action when the PPN and product description from a vendor's quote is different than the PPN and product description (i.e. license metric) of SAM Pro? |
please submit a NOW support case on this! NOTE: be sure the vendor information is from the software pubisher, not the reseller. the content library does not track reseller part numbers |
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52 |
What's current best practice for FOSS request that you can share ? |
of you guys. Just in case you're running, you're all from the West and I'm smack dab in the middle. Well, there's one from Regina. I'm from Winnipeg, so we have a few questions that's come in already. I can, I can get us kicked off. Yeah, I can get us kicked off here. First question is what is the current practice of adding ServiceNow Autonomous to Sam Pro? So, so there's a few ways to do it. So, you know, if, if we're looking to kind of ease our way into it, you, you, you do have the ability to just create 1 brand new from the ALM license table itself, you know, making sure that we have those, those required fields. Publisher part number is a good one because it's going to help bring in that predefined information from content to help configure your entitlement as well as information on your software model. We also from from the workspace, there is an option to do a guided set up for your entitlements. And within this guided set up, you have the ability to do it onesie twosie, if you ... |
Recording |
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53 |
What is the SaM job called that removes software installs from the table. I am also interested in a review of our SN SAMpro instance. |
I believe this is what you are referring to: Business Rule: Remove Installs For Retired/Stolen CI |
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54 |
What is the best way to manage the software revocation process? We are having issues where a device has been deployed via SCCM and the device resides in the SCCM install collection so when the revocation is submitted the uninstall does not process. |
https://www.servicenow.com/docs/bundle/yokohama-integrate-applications/page/administer/integrationhu... check out the documentation |
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55 |
Can a suite of products be created where the suite includes products with different license metric. IE, Publisher SKU is a bundle with a 10 user licenses and 100 GB of storage. |
Bret: Today we donβt have a way to bundle software where some of the bundle is licensed by User (example) AND has a 100 GB restriction -> basically having 2 license metric checks for a single bundle Please create an IDEA portal request for this and we will investigate this use case. |
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56 |
Hi, to get the reconciliation result for IBM PVU + perpetual license metrics, what integrations are required? we have enabled IBM publisher pack. |
hello! If you haven't already, check out following https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... |
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57 |
When looking at Suite Component/Parent relationships is there some best practices or documentation to help improve that. We see issues for example in the Microsoft space where the Suie licnese (Office 365) is the proper parent but then the License Usage dashboard breaks out each product in the suite indivdiually and tries to use licneses for the individual products |
Regina. I'm from Winnipeg, so we have a few questions that's come in already. I can, I can get us kicked off. Yeah, I can get us kicked off here. First question is what is the current practice of adding ServiceNow Autonomous to Sam Pro? So, so there's a few ways to do it. So, you know, if, if we're looking to kind of ease our way into it, you, you, you do have the ability to just create 1 brand new from the ALM license table itself, you know, making sure that we have those, those required fields. Publisher part number is a good one because it's going to help bring in that predefined information from content to help configure your entitlement as well as information on your software model. We also from from the workspace, there is an option to do a guided set up for your entitlements. And within this guided set up, you have the ability to do it onesie twosie, if you have the requisite information for the entitlement. But you also the guy that said we'll walk you through doing the entitle... |
Recording |
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58 |
Our customer uses different types of agreements with Microsoft. This situation can occur when one company merges with another. These two agreement types cover different products within the M365 suites. How should this be handled in the system? I do not want to change the suite components, as that would make the customer the owner and they would no longer receive updates on that software model. |
hello! if customer goal is to track multiple agreement types, one potential option could be to add in specific software install conditions on the software models |
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59 |
With Direct integration, reclamation rules are auto-created to help generate removal candidates. What's the best way to handle such scenarios rather than using spreadsheets? How can we define the Reclamation rule for those manual subscription records and setup to reads the correct subscription records? |
Shloke - there really isnβt a way to do this. The reclamation process for subscription software will look at the integration profile to connect to the portal and the software identifier to create the correct sw model and associated reclamation rule. |
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60 |
Can you share the usage table name here? |
samp_sw_usage |
N/A |
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61 |
Does the answer provided earlier mean that removed sw does not come out of the sw install table unless the CI is retired or missing? |
No, for example SCCM has a removed software mapping - so if it is removed from SCCM then this will remove from the install list in ServiceNow. https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/configuration-manag... |
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62 |
On Software Asset Workspace in License Usage, , we see this in the i icon β Enterprise agreement entitlements added to this software model. Hence, the software model will be compliant even though you have less licenses owned than required. However, please note that during the Enterprise agreement anniversary you may have to true-up and place order for more Licenses. How do I explain this to our end-users and stakeholders? They will say if something is not complaint, it should be shown as such. |
Hello, good morning, good afternoon. Welcome to the Software Asset Management Office hours. This is your monthly session with our ServiceNow team of experts, so you're all very welcome. We're going to get started in just a minute or so. We'll give folks a few more moments to join us. If you want to go ahead and and drop messages in chat saying hi, let us know where you're dialling in from, that would be wonderful. But as Sean says in chat, please put your questions that you'd like to put to our panel in the Q& A section. So if you have any questions that you'd like to ask our team of experts, drop them into Q&A. We won't be able to read questions in chat. Do let us know why you're dialling in from in chat, but put your questions in the Q& A section and that would be super helpful. So yeah, we're going to give folks a few more moments to join. I can see we've got lots of people dialling in. Got a whole gang of people from Houston, which is all good. So we can see people coming in. I'll ... |
Recording |
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63 |
Hey verna, did you mean what data attributes are meant to be represented in the Managed by - usually thats the product owner (usully businesss owner) |
t's like a one. It's, it's a one minute change you just but and it prevents a world of hurt. Oh, months of pain and discovery on my part to figure that out. But yeah, that's what what it came down to. And so Philip, does it work on software? I know for sure you can do it on on a lot of the hardware attributes, but I wasn't positive if it's still going to you can still restrict it based off of software installs as well. You can if you want to click on the field that says do not create assets. So for virtuals, and you just want to measure it that way, if you do want to do it for your your subscriptions, the only way to really do that is to make sure your integration profile is the only thing that updates that record and that any other discovery source doesn't overwrite that by chance. Yeah. So CI Class Manager works mostly on CIS and Discovery, but you can maneuver it a little bit to do for certain products so that they don't get discovered will tell you whether you have usage or not. Me... |
Recording |
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64 |
Are all assets get created as CI in CMDB? What is the best practice to ensure that all eligible assets get created/updated/deleted as CI. Also, in what all scenarios will the asset be created via CI. |
Great info here to help answer your asset / CI question: Asset and CI management [https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/asset-management/co...] |
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65 |
When clicking βSource Requestβ UI action on task and then Purchase. Can I prefill the fields for the purchase order (Metric Group, License Metric) based on the cat item/software model? Out of the box these are empty and need to be filled manually. |
Lukas - this is true and I donβt believe there is a way to customize this to autofil this information. I would recommend creating an IDEA portal submission for this use case and we can evaluate for a future update/enhancement. |
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66 |
(1) In the Software Installations table, Is it true that Active install = false shows the Software has been Uninstalled. (2) When two Discovery sources both find the same Software, and Duplicate Software Install records are present, both with Active install = true, wouldn't one turn to false? |
and you can track all of your open source that's embedded using that workspace. Rohit, appreciate that. There's one more question here from Mark, and I think Mark, I'd seen you had your hand up as well, so it might be related. But Mark, you're wondering about the software installation table. Is it true that active install equals false, the software has been uninstalled? No, that is not true. Actually active install equals false. It could still very well be there. That's part of that dedupe software install table is what sets that field. And then the second part of your question, and I'll, I'll unmute you here too as well, Mark. When 2 discovery sources find the same software and there's duplicate records and they're both active install equals true, that could be a timing thing. So you'd want to make sure that the dedupe software install job has run and then check it again like so wait, wait till the next day, check it again. If they're both set to true, then are they truly identical, r... |
Recording |
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67 |
For software procurement there is the out of the box classic workflow βprocurement process flow - softwareβ. Are there plans to replace this workflow with a flow any time soon? |
There are no plans to change this flow. You do have the ability to copy the orginal flow and make the changes you need. |
Written |
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68 |
Isnt Maintence different then support though? |
Maintenance for software is different from Support. Support usually is for a certain version where as maintenance tends to give you the ability to upgrade or downgrade versions |
Written |
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69 |
Suleman, you can also have a related record on the CI referenced to the maintenance contract |
o honor from a compliance standpoint, your perpetual licenses, right? So you know, make sure that if we do have software assurance licenses that you know, if the entitlement, if the entitlement isn't perpetual plus software assurance and just software assurance, make sure your software assurance is related to a perpetual entitlement. So that way we get a compliance position. And then the second part of the question is what role do they plan true of cost? Well, that's going to be based on the unit cost of the entitlement that you created, right. So, so anything IT cost management re related in Sam Pro is going to be driven by the unit cost of the entitlement or the override license cost outlined in the software model. So your, your, your unit cost is going to have more impact that the, the true of cost rather than the license type itself. And I found that I found that video and I did post it. It's, it's the one I talked and it's not specifically about SA, but it was definitely about upg... |
Recording |
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70 |
For ACC, is there an official document for how much CPU the agent uses on the installed host? The datasheet claims <.1% of CPU, but there's a KB that claims ~4% CPU and up to 20% |
good question Mike! I am not immediately sure, recommend working with your account / partner rep to confirm with ACC product mgr. |
Written |
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71 |
How/where do you associate that sw maint to the perpetual license? |
in the entitlement table - maintain entitlement needs to be associated to the perpetual entitlement |
Written |
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72 |
Rephrasing this question - Is there a way or process to create a seperate Maintenance Contract Model that would defferentiate Hardware and Software Contracts renewals - showing up in SAM Workspace. |
h doing the entitlement import as well, which is more unmask if, if, if you have a section of them, you can do it those ways. So, and again, it really depends as far as the practice you want to implement. As I said, if if we are just easing into Sam Pro and and we want to get one or two in, get the process under our belts, then yeah, do the guidance set up, bring bring one or two in and see how that works. But, but once we get comfortable, definitely the entitlement import is, is is a good way to go for your entitlements. Yeah. And I just posted a video in the, in the chat, which is like the how to enter an entitlement using the guided set up. There's also a couple other videos there about entitlements that you can go through. You're doing bulk creation, manually creating entitlements, guided set up. And then just some other things. There's a general, general video on kind of how to to gather software entitlements because that's often the biggest challenge for most of our customers is ... |
Recording |
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73 |
How to handle multiple versions for a sw on the sw Request flow? |
One option would be to set up a order wizard on the service catalog item - https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/service-catalog-man... |
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74 |
Thx for the help |
Live answered |
N/A |
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75 |
For operational questions, are you able to answer those while sharing SAM PRO so we can see how the team navigates the tool? |
Great feedback Cody...we'll keep this in mind as potential option for future office hour sessions! |
Written |
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76 |
How can we make Custom updates to OOB Workspaces, for example we want to add a Contracts coming due in 120 days and 180 days. Currently 30 day and 90 day are listed. |
there about entitlements that you can go through. You're doing bulk creation, manually creating entitlements, guided set up. And then just some other things. There's a general, general video on kind of how to to gather software entitlements because that's often the biggest challenge for most of our customers is getting their hands on that good reliable data. So for, for all of you, we're just starting, right. Make that good relationship with your finance or your procurement teams, because they're going to be usually be the keepers of that entitlement data and you want that, that solid process for them to be continually feeding you that entitlement data. Yeah, yeah, that's a very big deal. I, I, yeah, yeah, I'm glad you brought that up. And and also another thing that that we see with entitlements as well as you know, as you're working with those procurement first make sure that that we're working with actual publisher part numbers or SKUs and not the reseller part number, which may not... |
Recording |
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77 |
I know it is basics, but how to handle discovery models, which are not normalized and there is no version of sw? for example for MS Word. |
hello! I would advise a) opting into SAM Content services and b) manually normalizing where applicable |
Written |
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78 |
what justification would you provide to defend SAM pro from decomminsioning |
Please reach out to your account team and partner. We can help you defend this, and alsreview your use cases and determine how to get you to value. Compliance to software contracts is a significant risk for many of our customers. Audit penalties can run into several hundred, if not millions of dollars (with the likes of Oracle and IBM) depending on the organziation. Having SAM Pro on the ServiceNow platform helps you with visibility to this risk and provide you information to negotiate your compliance position with your vendors. This can help you save a lot of money if youβre out of compliance. SAM can also show you where you may not be using your licenses (shelfware) and cancel those contracts and save, repurpose those monies towards where you have license shortfalls. |
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79 |
Hey team. Good job as always. Yes, per the Success Portalβs Health check, the Health check issues per category (specific category = Entitlements) will indicate ServiceNow content services automatically add enriched data when you create entitlements with PPNs. This data includes license metrics, license types, software models, downgrade rights, suite components, end-of-life information, and more, which are essential for accurate license compliance calculations. Therefore, it is recommended to create entitlements using PPNs to ensure the correct content data is utilized. The problem is having over 5k records missing the PPNs (38%) and it being such a grind to have to submit requests to have the PPNβs added to the product definitions table. Itβs understandable that all customer and all customer purchases (quotes, vendor documentation, skuβs) are different, but man-o-man, this is a gargantuan amount of tedious work to update and maintain. We need something better (A.I) or something to help automate some o |
I, yeah, yeah, I'm glad you brought that up. And and also another thing that that we see with entitlements as well as you know, as you're working with those procurement first make sure that that we're working with actual publisher part numbers or SKUs and not the reseller part number, which may not always be recognized when we're creating entitlements from a content standpoint. So let's make sure that that we are dealing with actual publisher SKU numbers when we're creating our entitlements to take advantage of our content library. And looks like Jason had a question. Does it pay to do any work in Sam fundamentals before implementing Sam Pro? I will always say yes, you know, will Sam fundamentals cover every single use case that that that you're running to? No, but it will make sure that you have the literacy need it to to to understand how to work your way through Sam Pro as well as, you know, make sure you understand the basics of the features in Sam Pro as well as educate you on som... |
Recording |
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80 |
When thinking about SaaS integrations what are SNβs recommendations/thoughts around using service accounts to implement? Iβve seen issues when trying to create service accounts with the proper admin credentials and trying to utilize that service accountsβ credentials to establish the connection. It seems as though that should be sufficient but have only usually seen success when the platform admin themselves have applied their own credentials upon initial set-up. |
can't. Am I off? Am I off mute? Yeah, I got you now, Mark. Yeah. OK, cool. So I just want to make sure So there's two separate scheduled jobs. 1 is a deduplication when there's two active and all equals true. Is that one of them I'm hearing there? There's one job. Yeah. What's the second job you're thinking? Sorry to remove those that are false do do you? They don't get removed. No, they do not get there. No, they don't get scanning. Anything with an active install equals false will not get considered as part for reconciliation though. OK, so it won't remove it because it's still technically there and it'll just get repopulated by discovery again anyways, right? Exactly. Unless your discovery source will remove an uninstalled piece of software, right? Like SCCM we know will remove. If something gets uninstalled from that device, it will remove that install record. So those records are going to stay in the install table as active equals false. If the if the installation's still there an... |
Recording |
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81 |
of this maintenance and updates like maybe add the software model to the software entitlement, and have it automatically selected the PPN from the product definitions table and populate it on the entitlement. For example, we might have 20k software models but with SAM-P there are over 4.6M records in the product definitions table. Today you just add the PPN to the entitlement, and it automatically populates the software model OR if it doesnβt find one in the product definitions table, it I believe automatically generates a new model. That means you must have the PPN in advance which is the problem we its not available in the product definitions table. If the software model drives it, and somehow, we trigger a record in the product definitions table for the content team to look at, and act on subsequently researching and adding a PPN, then we would not have to submit the request to have one added. |
dation is more ITSMS AM. Lot of good questions today. There's one here that says is it a good idea to create an entitlement for for software support and do you select resource consumption under the license metric? It's definitely a good idea to create an entitlement record for, it's called software maintenance, right, maintenance record and making sure you associate that maintenance record with the existing entitlement because a software maintenance entitlement won't actually give you use rights for that application, right? That's not where the use rights for the entitlement is kept. It's actually on that perpetual or license or or in this case or potentially subscription, right? So you want to make sure that if you're doing a, a maintenance software maintenance entitlement, you associate it with the existing perpetual entitlements. So it's definitely a good idea to do that. So you can track because a lot of times depending on whether it's maintenance, it can also and give you addition... |
Recording |
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82 |
Regarding the SA: How would this SA process differ from Software with a three-year paid maintenance plan (that would also allow for new upgrades)? |
sounds like the same - you would need to understand your contract to make sure. |
Written |
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83 |
When you do a bulk upload of Entitlements, you still have to go into each of those Entitlements and build them out. What is the easiest way to do this? |
check out this video - Bulk creating Software Entitlements via the Entitlement Import feature https://www.youtube.com/watch?v=sVN1Bds8hbo |
Written |
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84 |
Is there any plan to allow us to export the list of devices that need reconciliation? At present, you have to work on each one individually instead of being able to export the list so we can slice and dice in Excel. |
Any device with software that is licensable for be touched during reconciliation. You could easily make a report using Platform Analytics with that filter logic on it to generate that listing. |
Written |
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85 |
Is there a way with SAM Pro to import bulk user allocations to software entitlements? |
Yes, there is a table for allocations you can bulk import into just like any table in SN if needed. You can also 1. utilize Entitlement Consumption Rules to achieve a similar alignment for users/devices to a particular entitlement. 2. You can also use the reconciliation remediation action to have it auto-create allocations for you. |
Written |
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86 |
What's the best course of action when the PPN and product description from a vendor's quote is different than the PPN and product description (i.e. license metric) of SAM Pro? |
Utilize the vendors in the short term and if you would kindly submit a content request ticket to have the new PPN added weβll add that to the content service going forward |
Written |
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87 |
Clarification question - I think I heard you say that the renewals calendar is limited to software products with Contracts. Does that mean it would not give you renewal info on all active entitlements, it must also have a contract? |
It shows both Entitlements and Contracts. The renewal workflow only applies to Contracts. |
Written |
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88 |
I used a PPN for creating entitlements but the publisher was changed from XYZ, Inc. to XYZ. Is it because the publisher- XYZ, Inc. is not added in SAM Pro company table as manufacturer? |
Thats our normalized name for the Manufacturer. This assumes you have the company normalization feature (which is a platform capability outside of SAM) enabled as well. |
Written |
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89 |
Is there a complete listing of all of the plugin and workflows that that are used in Sam Pro or what should be used for best practices? |
While we do have list of SAM plugins - it is up to the individual company on what should be installed. Check out the Ask a Ranger - SAM series to help: https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 |
Written |
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90 |
How can you see the relationship between the child and parent products (product classification), eg,, this is a child component but a child of what - where can I see that? same for patche in product classification? |
check out below (need to be on Yokohama release or later π https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... |
Written |
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91 |
In the future webinars..... I think screen sharing and walking through some of the questions in ServiceNow would be super helpful. |
thank you β we love the feedback. Based on the limited time we are trying to answer as many questions as possible. check out Ask A Ranger- SAM series https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 Also keep an eye out for upcoming webinars |
Written |
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92 |
why would our samp_sw_usage be empty and how do we ensure it's populated? |
Usage is only populated by certain discovery tools. For some like SCCM/MECM you often have to opt individual executable names into the usage tracking. In other words you need to turn on tracking for say Visio.exe in SCCM/MECM so its there prior to it coming into SN. |
Written |
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93 |
can you provide a link forcontent request ticket to have the new PPN updated. i come aross so many things in the content service that are not up to date. |
New content: you require content that is not currently in the Content library. You can request new content by submitting a catalog request through the Now Support portal https://www.servicenow.com/docs/bundle/washingtondc-it-asset-management/page/product/software-asset-... |
Written |
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94 |
Best practice in contract management: If you have a contract expiring, when do you use the Renew option and when do you create a new contract for a new agreement? (e.g. If same assets, do you simply renew the contract; If new assets covered, do you create a new contract) |
renewal is when you reach the term for the contract and it is expriring. If you need to add new assets to it, it can be an amendment. if its a new vendor youβd start with a new contract. you can of course create a new contract with an existing vendor as well if you need to for a business reason like you have geographical restrictions, or specific business units need their own contract. This doers make it more complex though and itβs better to have a single globalcontract with a vendor |
Written |
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95 |
What are the recommendations to proceed if customer do not have PPNs? |
In that case you have to set the Software Model and metric. |
Written |
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96 |
Are there any plans to allow for a stock order in terms of software assets and licenses? There are often times use cases where an organization may procure licenses to have ready for new hires etc and there seems to be no way via Procurement and SAM to do a stock order other than for hardware. Current way is to use the software procurement flow which expects allocation. |
Adding an entitlement [alm_license] (which is spot for software assets) is the place for that⦠You can and should put in there. |
Written |
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97 |
Is there a way for Entitlements both with a contract and without a contract to appear in the Renewal Calendar? |
Yes, you have the ability to see both on the Renewal Calendar |
Written |
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98 |
A perpetual license gets upgraded with a business care support plan each year? Should we create an entitlement record for the support purchase as a subscription or maintenance? |
This is an example of a maintenance that would need to be link the perpetual license |
Written |
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99 |
I created a few Vendor that does not have vendor profile (company table), when I associate the Entitlement to the Vendor it does not show on my list. Is there some type of a filter ? when I checked the company table I have 68 and when I am on the actual form i only see 58 listed vendor profiles... Am I missing something |
There is a Vendor flag on the company table you need to check. I encounter this as well in my demos. You will need to change the form view you are using on the company table to see the Vendor flag (t/f) field. Thats why you are seeing different numbers. |
Written |
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100 |
VJ - use the IRE to populate the primary source for ntalll records that you want to base those decisions on |
re, right? Yeah, there was one. OK. Well, first of all, Tracy, are you off mute or should we keep going? All right, I guess she's still off mute. OK, So then we'll move forward here. What's the difference in terms of data model when we opt for Sam Foundation versus Sam Pro? Mainly, we're looking to populate the software subscription table. So when we talk about Sam Foundation, we're talking about ITSM Sam, which is different from Sam Pro. When we talk about Sam Pro, there's there's another plug in that comes with Sam Pro that's SAS License Management. I believe that's something like Essence Sam SAS INT is the name of the plug in and that is what's going to be used to create those integration profiles that are that then populate the Sam software subscription table. So if we're mainly looking to populate the software subscription table, then we're definitely going to want to that's a feature that that's going to come with Sam Pro and it's populated through that SAS license management plu... |
Recording |
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101 |
is there a way to copy an expired entitlement and allocations into a new entitlement? We currently create a new entitlement with the expired entitlement information and update the dates in the expired entitlement, not sure that is a best practice but then we retain the allocations. |
Yes, Have your admin create a UI action (aka a button) to duplicate the expired entitlement and increment the years. |
Written |
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102 |
Rohit - Yes one license key for multiple installs. There are products that as we continue to make additional purchases/entitlements they all use the same license key so those installs per license changes with every additional purchase. Is there a way to handle that? |
When doing alloations you can specify the license key used (optionally). Have them all link to the same license key that |
Written |
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103 |
We have few SW model created by System properties for licensable software and picking the installs and reporting on workspace, meanwhile we have imported the entitelment through template and created respective Models. So we have both confilts with both Models and unable to get rid of the versionless model created by System properties. How to adress this scenario ? |
hello! I advise a) deleting the duplicate software models that are NOT linked to a software entitelment and the b) disabling the auto-creaqtion of software model property in SAM Properties. |
Written |
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104 |
Is there a way to set-up a notification on Entitlements, to notify our team when a subscrtion is about to expire? |
Absolutely, There is a widget for that in SAM Pro OOTB. Additionally you can use the platform feature for notifications to have itsend your team an email when its 60 daysout say. |
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105 |
Does ServiceNow provide an out-of-the-box Distribution Date field on the Software Asset (alm_asset or alm_license) table that we can use to track and report on software distributions by month, or would this need to be a custom field? |
You could use workflow execution data or Allocations (both of which will have time/dates) |
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106 |
Thankyou, If we purchase a subscription license but the product does not have that boxed checked, do we just check it or is that a Content Library update request? or both? |
Both β Please reach out to the Content Library update request - In the meantime, you could check that box |
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107 |
When we are setting up training sessions with Software Owners and introducing them to ServiceNow SAM Pro, what should we include in the training sessions? We need to make them audit ready so that they can field questions from auditors. What sections of Software Asset Workspace should they get hands-on training? |
check out the wonderful infromation and templates that we have in NowCreate: https://nowlearning.servicenow.com/nowcreate/en/pages/nc-search?id=search&spa=1&q=software&disableAl... |
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108 |
can you link the documentation for the Deduplication job? |
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109 |
By default, if only 1 software record is present, and no other sources bring it in, will it stay active install false and still be considered in reconciliation? |
bout. It's going to give you that template of what kind of a baseline template for request process and then the steps that it should go through. But yeah, if you publish from the software model and I think it's going to use this with the flow is called the standard software request I believe is the default get associated with. And to add on what Sean said, this as you can hear really encompasses strong governance and process for this for the software request in itself. So the process guide offers a lot of great. Tracking on how to do that. But internally within your organization, it touches so many other areas that you want to make sure that there are conversations included with procurement and finance and SEC OPS development support that everybody understands how what that looks like and are all on board with how that's transacted across the organization through great governance and great discussions among those groups. Absolutely. We have a couple of hands up. Let's let's let's take ... |
Recording |
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110 |
Will active install not equal true if there is not full normalization on the sw disc model? Is there some relationship between normalization and active install? |
the software install table, that's controlled by a job. It's a daily job called Sam D duplicate software install table. And what that job is meant to do is if we have multiple discovery sources that are discovering the same software record, it's meant to only choose one of those software records as active install equals true. This is to make sure we prevent any double counting from a reconciliation standpoint. So the reconciliation job doesn't determine active events like was true. The SAMD duplicate software install job makes that determination and by and also this job does prioritize licensable software installs first before deduplicating. You're not not licensable your patch driver and children, so it's always going to prioritize those for the most part active install. What, what, what gets marked as true is really going to depend on which discovery source is bringing in the most rich software installed data as far as can we tune or can we choose to tune the the sources. I do know f... |
Recording |
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111 |
what is the purpose of the software model field on the software discovery model as it relates to matching software models to discovery models |
That column references to what higher level Software Model that particular discovery model is being rolled up to. Since Software Models are used for grouping sets of installs for licensing this lets you see version coverage as often there will be several Software Models for the same Product. |
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112 |
Hi! Suite components on some Microsoft products can vary on agreement type, but it is not covered in Content Library. Why? |
Please create a Support ticket to update the Content Library |
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113 |
noppns? make sure you have Manuf, Product and version completely and correctly filled out to match to entitlement and look at diiscovered for those 3 fiields vs. normalized for those 3 fields on the discovery sw model record |
lots of people dialling in. Got a whole gang of people from Houston, which is all good. So we can see people coming in. I'll keep an eye on the Q&A. So no questions yet asked. So don't be shy. Do go ahead and type in your questions for our experts. We have experts today joining us from our outbound product management team. We have our item Rangers, awesome item Rangers on the call as well. And we got a couple of folks from our solution consulting joining as well. So you've got a a strong team of software asset management experts on the call today ready to answer your questions. I'm seeing lots of Canadians here too saying hello. So hey, good to see some fellow Canadians here amongst all of everybody else. So I'm a little biased, absolutely, but no, I'm not near any of you guys. Just in case you're running, you're all from the West and I'm smack dab in the middle. Well, there's one from Regina. I'm from Winnipeg, so we have a few questions that's come in already. I can, I can get us kic... |
Recording |
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114 |
Where is the widget for the notifications on the Entitlements located? |
Home page of the SAM WOrkspace |
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115 |
Can you please repeat the name of the new open source tracking item coming later this year? |
m of experts, so you're all very welcome. We're going to get started in just a minute or so. We'll give folks a few more moments to join us. If you want to go ahead and and drop messages in chat saying hi, let us know where you're dialling in from, that would be wonderful. But as Sean says in chat, please put your questions that you'd like to put to our panel in the Q& A section. So if you have any questions that you'd like to ask our team of experts, drop them into Q&A. We won't be able to read questions in chat. Do let us know why you're dialling in from in chat, but put your questions in the Q& A section and that would be super helpful. So yeah, we're going to give folks a few more moments to join. I can see we've got lots of people dialling in. Got a whole gang of people from Houston, which is all good. So we can see people coming in. I'll keep an eye on the Q&A. So no questions yet asked. So don't be shy. Do go ahead and type in your questions for our experts. We have experts toda... |
Recording |
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116 |
Will this session, chat, and questions be available anywhere after today? |
On-Demand on the Community - SAM Product Hub |
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117 |
We are migrating from a legacy ITAM tool to SAM Pro. The legacy ITAM tool team sent us raw extracts of the 7k entitlements and allocations of Adobe susbcription. Right now we are creating everything manually using import sets. The plan is to have an integration established with Adobe portal to pull the allocation details. Is it okay to create 7k entitlements in PRODUCTION using entitlement import? |
we recommend setting up integration with the Adobe portal |
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118 |
Are you guy's able to exlain the wildcard a bit more? Specifically, the statement at the end of this article: A TRM wildcard canβt create technical debts when the full version of a particular TRM software product exists. https://www.servicenow.com/docs/bundle/yokohama-application-portfolio-management/page/product/applic... |
This is the APM product and not SAM Pro - I would create a HI ticket or reach out to your account team to see if they can get a resource from APM (EA) to help with your question |
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119 |
Thanks Rohit, why does that documentation discuss mainly IBM software as part of that job? does it only look at IBM or all products |
do I have or where do I have this? Or is this thing, you know, how how many installs of this do we have out there? Like discover models are your answer. The install count feature that's right there field. We'll we'll give it for you without even leaving the table. I agree. I agree completely. Yeah, thanks Tom. That's the easy answer. Yeah, question from Ted around share a guide on setting up the request and assign process. So kind of out-of-the-box when it comes to software requests, you, you do have the ability to go into your software model and there's a section where you can actually publish that software model to the service catalog, add a description, add a graphic, etcetera, etcetera. So you can actually publish from the software model. And I believe for out-of-the-box, the request is designed to route to the requesters manager, then to a member of the asset management team for 3rd party approval based on available inventory. And then once we do the assignment, the request will t... |
Recording |
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