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

Kieron Dean
ServiceNow Employee

2 hours ago

About This Document

This document contains 111 questions and answers from the SAM Office Hours session held on June 17, 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 111 questions, 51 were answered in writing during the session via the Zoom Q&A panel. An additional 55 answers were extracted from the session recording transcript. 5 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) — Answer typed directly in the Zoom Q&A during the session

Extracted from Recording — Answer spoken verbally, extracted from transcript (AI-processed)

No transcript available — Answer was given live but no recording transcript is available

 

Questions & Answers

#

Question

Answer

Source

1

How to mark versions of a software product to indicate that they do not require a licence?

I got a question here how to mark versions of a software product to indicate that they do not require a license. So rather than marking it at the version level, what I propose if you haven't looked at already, is that there is a check box on the software model that says license under management. So that will allow you to indicate whether it's something you want to track for licensing. So if you're in a scenario where you want to be tracking that at the individual model level, or excuse me, individual version level, that's one option. I open it up to my colleagues here. If there's anything else that you would recommend for that one. Sure. I think that was, Yeah, I think that's perfect as well. I will go to the software model level. And also to take that quest...

Recording

2

How do you setup the software model for Windows Server DataCenter for AWS License Included.

Hello everyone. Thank you for joining. We'll we'll get started in about one minute here. We don't want to delay too long, but we know some of you will be filing in. This is the June occurrence of the service now Software Asset Management office hours. So for those of you that are new, welcome. What we'll be doing here over the next hour is answering any questions you have relating to Software Asset Management, so particularly how to use the product. If you're interested in having a sales conversation, by all means get in contact with your account executive or your partner Rep and we'll make that happen. The goal here on this call is to talk about how best to use the product and you'll see here that I've got a plethora of subject matter experts across the gamut of service now inclusive of solution consultants, customer success, impact and then some of our more technical focused product success personnel to answer your questions. Two more caveats and then we'll get right into it as more ...

Recording

3

best practices on license management is all welcome thank you ❤️

can, I can get us started here. So the gist of it is, hey, we've, we've deleted software installs with 0 installs, but they're being rediscovered. So what's the best practice for software models being created by admin? They want to understand if firmware is being created in in Sam Pro and then best practices for Sam Pro data integrity re reviews. It was a long question. So I kind of, you know, I just kind of broke that up into a smaller chunk. So let's start with software model. I think before I get into answering this question, let's let's understand a bit about how software models are created. So we know that the entitlement itself has the ability to create the software model via the PPN. We know that that we have a system property that can be enabled and which reconciliation will create a software model if it doesn't exist to match against the discovery model. We know that an SSO integration or a direct integration profile can create software models as as as we're bringing in that s...

Recording

4

How should the software model be set up on software assurance or maintenance when the version is not called out?

Hello everyone. Thank you for joining. We'll we'll get started in about one minute here. We don't want to delay too long, but we know some of you will be filing in. This is the June occurrence of the service now Software Asset Management office hours. So for those of you that are new, welcome. What we'll be doing here over the next hour is answering any questions you have relating to Software Asset Management, so particularly how to use the product. If you're interested in having a sales conversation, by all means get in contact with your account executive or your partner Rep and we'll make that happen. The goal here on this call is to talk about how best to use the product and you'll see here that I've got a plethora of subject matter experts across the gamut of service now inclusive of solution consultants, customer success, impact and then some of our more technical focused product success personnel to answer your questions. Two more caveats and then we'll get right into it as more ...

Recording

5

What is the best practice for getting started in SAMPro? We have the publisher packs installed, but what is the best way to prioritize SW licenses that we put in the tool - by spend, data availability, etc. Any tips would be appreciated!

u know, in AWS, in Google Cloud and Azure, etcetera. So maybe keep that into and take that into account as well. Anybody else want to add anything on this one? Nope, I think you nailed it. OK. Looks like I got the next one here as well. So what's the best practice for getting started in Sam Pro? We have publisher packs installed, but what's the best way to prioritize software licenses that we put in the tool by spam, by data availability, etcetera? Well, it's going to vary. You know, I know there's no, there's no cut and dry answer, but I always do like to say, you know, don't boil the ocean right now. Pretty much all of our customers we hear and we see and we come across, they want to start with the big guys, right? They want to start with that top spend their top priorities, you know, the Microsoft, the Oracles, the SA PS, those big, big, big guys. And if you're starting there and you're new to Sam, that is going to be a massive undertaking for you. So I do always recommend don't boi...

Recording

6

We run discovery and have a lot of partially normalized or not normalized publishers. What is the best practice for normalizing in bulk?

ably the best way. I was going to actually send the documentation in the chat for everyone specifically to BYOL. That's obviously a different concept. And it's going to come down to really how your data is being discovered in the cloud, making sure you've got those right attributes being flagged by discovery and those particular ones are being flagged. And I think it's the CMDB key values are being populated with licensing included in BYOL. Now that being said, I'm not positive in a cash, I think you've played with this as well too in the past. But does it it automatically factor out anything with the key attribute license included in the reconciliation? Yeah, reconciliation will take that into account, right. So in other words, how do you set it up your, your software model would just be created when you create your Windows Server entitlement, right? Same way, you know, you put your PPN in your software model get included in as as Akash mentioned. Yeah, I'm pretty sure that that licen...

Recording

7

Hi Is there a way to estimate how much we could save by setting up reclamation rules for any software to be reclaimed if no usage within 60 days please? But Without actually setting up reclamation rule for all software.

hat inventory tool to make sure it's capable or may need some modifications to bring it in. Looks like I have the next question as well. Is there a way to estimate how much we could save by setting up reclamation rules for software to be reclaimed if no usage within 60 days, but without setting but without actually setting up the reclamation rule for all software? Well, I mean, if you have the unit cost and I guess if you have the metering data from SEC and perhaps you can do that calculation by yourself. But if we do have the reclamation rule stood up and, and we have software that meets the threshold, even if you have it set up, it doesn't mean that you have to act on it. But when we set up a reclamation rule and we bring in those reclamation candidates, you do get a figure for what's called potential savings. And all that says is, hey, if you were to act on these reclamation candidates, this is what you, this is the potential that you have for saving. And then as you take action on ...

Recording

8

How can we pull usage data using Azure SSO integration? When a direct integration is not available.

t's a good indicator that you're going to have some pretty good ROI if you start applying that even across your software installs as well. And I see Elizabeth just posted that content request form in the chat. She beat me to it. Awesome. Oh, I think the next one's fine. Sorry. All right. How can we pull usage data using Azure SSO integration when a direct integration is not available? I'm going to have to say it's probably going to be a custom integration you're going to have to do. You're not really going to be able to if, if you're not getting any usage data automatically coming through the Azure SSO integration, you're, you're not going to be able to to adapt it to get that usage data specifically for that publisher. So you're going to want to look at doing a custom integration for that specific publisher if there's no out-of-the-box direct integration available. And again, that's going to be assuming the publisher makes that kind of data available too. So you might want to go ahead...

Recording

9

Software model - We deleted Software models created by Admin with 0 installs and no contractual agreement, but they are being rediscovered. What is the best practice for software models created by admins? What Is the best practice for firmware in ITAM? Are firmware auto discovered if discovery is turned on? If not, how do we ensure that they are discovered? How are they stored in the SAM module compared to regular software applications? What are the Best Practices for SAM Pro data integrity reviews (we do sw model review based on Office Hours recommendation to keep sw models pristine. Also review our sw contracts and entitlements to ensure completeness.

, a few things you can do is make sure that those software models aren't a component of a parent product because perhaps maybe that's where they're getting created. We want to make sure that that system property that automatically creates software installs is toggled off. If your desire is not have software models created automatically and check to make sure that perhaps maybe an integration profile isn't creating that that that software models. Those are the places that I would kind of look to see what's going on there. That's that's, that's the most common reasons that I see why software models would just come up and be recreated. Then there's there's oh, go ahead, Sean. Oh, it's your progress. I was going to say there's a question later on very specific to ACCV doing that exact same thing. And yeah, that's that's interesting. So yeah, they're deleting it and it keeps recreating it. So obviously it's being detected as something different new. Yeah, I'm not sure why the software model...

Recording

10

Can you speak a little about tracking entitlements for concurrent licenses? Does SN have any roadmap to support these types of licenses without engaging with a vendor like OpenIT?

Stacey we support OpenIT and OpenLM as the license server. Citrix also can be handled for Concurrent License metrics. However, at the moment there is no plan to for ServiceNow to create some sort of mechnism as a License Server for this type of software licensing.

Written

11

When talking about the SAM Pro - Subscription Units.... There is a recommondation to do the exclude from SAM rules. Is it best practice to do this for non-licenable products as well?

Vickie - if you are talking about excluding CIs from SAM Pro licensing please use the following doc: https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... If you are talking about identifying specific models that does not need to be counted as licensable - then you can create a specific software model and set the License Under Management = False

Written

12

Can we do a show & tell of what Ben just mentioned around product version rules?

hey Jill! we probably won't get to that today...sorry! Is there a specific use case you'd be willing to ask a question on here?

Written

13

What does the Automatic Renewal mean the Contracts form? What is the difference between the Contracts listed in the Software Asset Management Workspace and the Contracts listed under Procurment?

the chat now for those people, just kind of, again, we always say go PPM first, but yeah, it's with the exception of SAS, go with the model first, make your life a lot easier. Looks like there was a question around contracts. So this is a little less about Sam Pro, but I'll give what I can here. So what does automatic renewal mean? The contract in the contracts form, what's their swing contracts listed in the software assignment workspace in the contract listed under procurement. So both of those are underpinned by AST contract. So, so those are both come from from the contract table. When it comes to automatic renewal, automatic renewal doesn't necessarily mean that the the the contract is going to renew without going through the workflow and approvals. I believe automatically automatically re renewal is more meant to inform the user that hey, without having to you know, get verification from the business owner or technical owner of the software product. Hey, you can go ahead and go o...

Recording

14

We have recently switched on Automatic Cration of Software Models as we have implemented ACC-V. But we have noticed out of 716 new software models created we have some duplicate and overlapping software models and over 400 software models with dmaps. How do we resolve the issues we have had since we switched it on? Also when we delete some duplicates they re appear the next day. Also what jobs are related or dependant to software models that may affect the issues we are seeing. Thank you.

, a few things you can do is make sure that those software models aren't a component of a parent product because perhaps maybe that's where they're getting created. We want to make sure that that system property that automatically creates software installs is toggled off. If your desire is not have software models created automatically and check to make sure that perhaps maybe an integration profile isn't creating that that that software models. Those are the places that I would kind of look to see what's going on there. That's that's, that's the most common reasons that I see why software models would just come up and be recreated. Then there's there's oh, go ahead, Sean. Oh, it's your progress. I was going to say there's a question later on very specific to ACCV doing that exact same thing. And yeah, that's that's interesting. So yeah, they're deleting it and it keeps recreating it. So obviously it's being detected as something different new. Yeah, I'm not sure why the software model...

Recording

15

Can you highlight the benefits to using SSO SAAS connectors such as OKTA. Would using OKTA eliminate the need to configure SAAS connectors for things that are already configured in OKTA? (Jira, Miro, M365, etc.)

SSO - gives you the abiliity to who is using the SaaS tool or not SaaS direct connections - allows you to get more granular information that might be available

Written

16

Our ServiceNow agent does not recognize the Microsoft Exchange Server Edition - I have to add it manually to the Discovery Model. Is that normal?

It would depend on what discovery source you're using. If it's ServiceNow discovery, it should be able to get Version, so check your patterns to see if they're up to date. You can also post this question on the ITOM Community.

Written

17

Regarding license undermanagement, would you check this if products are part of a suite such as Adobe Creative cloud?

No, this is a common mistake. You would want to make sure you have the parent (suit) asset along with the child assets marked as license under management

Written

18

Can you talk about the ServiceNow Software DML? We’re looking for a way to load installation files for deployment by the technical team.

ve verbal questions, so we won't have any verbal. But what we do have in your Zoom application, client application, you should see AQ and a button. I invite you to start typing in your questions. Now. Again, you're welcome to ask any question you want, but we're going to be focused on those related ServiceNow software asset management. Please use that. If you type it in chat, we won't see it. So just, you know, type it in the Q&A. And while the team's looking at that right now, I am going to do 1 quick call for your attention to an upcoming event that we're doing just 30 seconds letting you know about Nexus 2025 for Asset. This is the first time we're doing this as Abu. It's going to be at our headquarters in Santa Clara. It is a free event, meaning there's no tickets for it. We would love to see you there. Think of this as a knowledge type experience, obviously much smaller in scale, but knowledge type experience with customers, leading experts, etcetera. For two days, if you are inte...

Recording

19

In the License Usage menu of Software Asset Workspace I am looking at two Microsoft 365 Enterprise licenses – the E5 and the E3. For one of them the Potential savings in the key metrics are calculated correctly (about $11k savings). It adds up all the potential savings from all removal candidates. For the other one there are 90 removal candidates, but the total savings are only $33.22. This is the exact (single) price for some of the removal candidates, but they are not being added up. What could be the issue here or where could I start troubleshooting?

I would suggest maybe opening a support case on this one. It may have to go to the Product team to answer how exactly those calculations are being populated.

Written

20

Is it common when SaaS integrations are set up that the subscription identifier is what is shown in the content library (not the PPN). If I link the entitlement to the PPN it doesn't tie to the subscription. Only if I create the entitlement with the subscription identifier (which is the PPN in the content library)

s toggled off. If your desire is not have software models created automatically and check to make sure that perhaps maybe an integration profile isn't creating that that that software models. Those are the places that I would kind of look to see what's going on there. That's that's, that's the most common reasons that I see why software models would just come up and be recreated. Then there's there's oh, go ahead, Sean. Oh, it's your progress. I was going to say there's a question later on very specific to ACCV doing that exact same thing. And yeah, that's that's interesting. So yeah, they're deleting it and it keeps recreating it. So obviously it's being detected as something different new. Yeah, I'm not sure why the software model will be re getting recreated or or or maybe we just need to update the DMAP potentially. Yeah, well there's one other one too. Downgrade rights. Rights. Yeah, what you want, right, Because you know, if you do discover something over time, that's a lesser ve...

Recording

21

Software Maintenance is not tracked in Reconcilation, for those of us who purhcase Maintenance for the new version. How do we track in Reconciliation.

Software maintenance records need to be associated with the perpetual license in order to be counted in reconciliation

Written

22

Hi all, As more and more pieces of software move to a SaaS based model we are finding that installs are potentially not the best way of usage measurement. We have been turning license under management off in software models then using the resource value table to input manual usage for these SaaS products, but is this is best practice? Is there a better way to deal with these?

For the situations where a direct integration for SaaS is not available, an SSO integration is not available, and an API is not available to bring in the SaaS type data…then yes, using Resource Value table to handle this type of Consumption works well. You can also create a custom license metric to do any sort of additional calculations if needed. If the SaaS is a Hybrid, we mark those as SaaS and Ignore Installs set to false on the Product. This allows a software where the use of install or the use of subscription to be included in the calculation of compliance.

Written

23

Will you send out the recording?

No, sorry!

N/A

24

Is there a PPN for Oracle Java in the content library? I don't see it but not sure if my content library is up to date

Yes -Oracle Java is in the content library

Written

25

Are you aware if the renewals calendar in SAM Pro workspace can be shared with application owners who do not currently use SAM Pro

sure! if you give those owners the applicable sam roles, they should be able to view 🙂

Written

26

Do you know of any success stories using EPM systems such as Tanium to streamline software usage and reconciliation activities via orchestration rather than reconciling inside SN?

tact with your account executive or your partner Rep and we'll make that happen. The goal here on this call is to talk about how best to use the product and you'll see here that I've got a plethora of subject matter experts across the gamut of service now inclusive of solution consultants, customer success, impact and then some of our more technical focused product success personnel to answer your questions. Two more caveats and then we'll get right into it as more people come in. If you would like to ask a question, we won't have verbal questions, so we won't have any verbal. But what we do have in your Zoom application, client application, you should see AQ and a button. I invite you to start typing in your questions. Now. Again, you're welcome to ask any question you want, but we're going to be focused on those related ServiceNow software asset management. Please use that. If you type it in chat, we won't see it. So just, you know, type it in the Q&A. And while the team's looking at...

Recording

27

once PA hits and reporting is dep. in Zurich are there any expense chargeback showback reports coming in new releases ootb? sup Schuman

to look at it from the kind of enterprise architecture perspective. But to summarize, always use part numbers, preferably ones that are in the content library. If you're using a part number that isn't in the content library, submit a support case. And then if you're looking to have a bit more of a reporting mechanism that allows you to see what business groups, what business units have certain versions or additions installed, you can look at install conditions on the software model to help with that. Bradford also add in there as well as that on your software assurance entitlements and, and those being Microsoft, of course, and your maintenance entitlements, when you enter those in, they won't count towards reconciliation because they're not a true entitlement. They're a add on basically. So I always suggest right, making sure, especially when you get your Microsoft agreements to go back, you know, maybe maybe set all those up as part of, you know, an entitlement import through our tem...

Recording

28

What is the best practice to add the Network/concurrent license user allocation in the ServiceNow?

https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

Written

29

Software Asset Management (SAM) typically does not have access to submit Hi tickets. Is there anyway SAM can submit requests for updates to the product catalog without having to go through the technical teams to submit Hi tickets?

It’s important for SAM resources to at least have ‘view’ access to SN Support (HI Tickets) as there are many valuable Knowledge Base articles for review, e.g., the recent ITAM Content Service KB just shared is a great example of this visibility. Please work with you SN admin to request access.

Written

30

We have some reclamation rules where there is no product process so we have to create a custom prouct process. What is the best practise in acquring the file types to populate the custom product process for certain products?

Neena - not really a best practice, typically I would reach out to the internal deployment team or whomever is creating the product deploy package. Additionally, you can create a content request to have the content team research and get the product process. However, this will take some time based on where it lands in the queue.

Written

31

If a software model doesn’t require license management, and the box for license management is unchecked, would this software model/entitlement still consume the ServiceNow(not the software license itself) license.

Anna - not completely sure I understand the question but will try to answer… License Under Mangement checkbox will only affect that software model (discovery models associated and software installs associated to those discovery models) and not license that specific software model. The SAM Pro licensing is based on Subscription Units, and will not be affected by LUM.

Written

32

When we have a direct integration with Microsoft, we get the deployments in SAAS and on the other hand we have entitelments with userallocation filed, should we create user allocation manually under the entitelments or there is a way to get the allocations under entitelments automatically ? as while running the reconcilliation sampro looks for the user allocation filed under entitelment.

the tool works and expanding on your ITAM program. So it's really important to include all of those key stakeholders who are going to have a say of how this is executed. And I think the only other thing that I'll add is just just to kind of catch on this. Once we know what that priority is and the direction we want to go, there are features in Zam Pro that allows you to kind of help toggle what you're going to prioritize versus what you're not going to prioritize. So Brad mentioned license center management. That's an example of a way that that we can toggle on and off the software that that we want to re report on from a compliance position. We also have a feature called published products that allows us to only show or display in the license workbench those products that we are ready to manage now as opposed to in the next phase of your implementation. So those are some tools in the product to help you kind of execute on what they just mentioned exactly. And I will just just a quick ...

Recording

33

Can you show entitlement with associated maintenance of what you just referred too earlier? When you add maintenance entitlement using workplace is it supposed to show up in available allocation total?

check out our video series: https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0

Written

34

Hi , In the case of Microsoft license , imported the licenses using MLS doc and after running the reconciliation we got the user list of microsoft users. How to validate this users with entitlements assigned ?

echanism that allows you to see what business groups, what business units have certain versions or additions installed, you can look at install conditions on the software model to help with that. Bradford also add in there as well as that on your software assurance entitlements and, and those being Microsoft, of course, and your maintenance entitlements, when you enter those in, they won't count towards reconciliation because they're not a true entitlement. They're a add on basically. So I always suggest right, making sure, especially when you get your Microsoft agreements to go back, you know, maybe maybe set all those up as part of, you know, an entitlement import through our template. But you'll have to go back and you'll have to identify the perpetual licenses that should be associated to those software assurance and or maintenance entitlements. And a lot of times I'll like to record those as a baseline entitlement and then relate the software assurance or the maintenance entitleme...

Recording

35

Would a user be able to see the Software Asset Workspace plugin within the store without having the maint role?

you won't be able to see it in the list of plugins without Maint role, but you can Request the plugin and scheduled the install.

Written

36

What are best practices for setting up entitlements for perpetual & maintenance titles? Specifically, during a renewal, we'll have users who choose not to renew and others who do - want to ensure we are capturing both set of users appropriately

Cody - you can create a maintance only entitlement and relate the entitlements and number of rightsthat is covered by the maintenance entitlement. https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

Written

37

Can SAM Pro manage ServiceNow’s license, and where can we find the details of ServiceNow license consumptions.

Hello everyone. Thank you for joining. We'll we'll get started in about one minute here. We don't want to delay too long, but we know some of you will be filing in. This is the June occurrence of the service now Software Asset Management office hours. So for those of you that are new, welcome. What we'll be doing here over the next hour is answering any questions you have relating to Software Asset Management, so particularly how to use the product. If you're interested in having a sales conversation, by all means get in contact with your account executive or your partner Rep and we'll make that happen. The goal here on this call is to talk about how best to use the product and you'll see here that I've got a plethora of subject matter experts across the gamut of service now inclusive of solution consultants, customer success, impact and then some of our more technical focused product success personnel to answer your questions. Two more caveats and then we'll get right into it as more ...

Recording

38

Can SAM Pro manage ServiceNow’s license, and where can we find the details of ServiceNow license consumptions.

https://www.servicenow.com/docs/bundle/vancouver-platform-administration/page/administer/subscriptio...

Written

39

Baseline: but what happen when there are no part number available to create a Baseline. Do we create a manual PPN?

You can create a custom PPN https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

Written

40

when is voice to agent coming? im tired of having to type and click to Create Allocation

make sure you put this in the idea portal — this is where we get ideas on what to build

Written

41

Can you speak to what role(s) would typically handle reconciliation and remediation for software? Is this role typically an asset manager, platform administrator or even the software business owner?

this depends on your organization — I normally see asset managers do the reconciliation and remediation

Written

42

When adding a software as a Subscription, what is the best business pratice for what to select for Subscrioption Period (Monthly, Annually, Entire Subscription Period)? Part 2 - How do you link last years subscription with this yearly subscription renewal?

ck workflows upcoming as well. So that won't be part of Z, but it'll be part of like a or a plus as we move forward. All right, looks like I'm next got one here. When adding a, when adding a software as a subscription, what is the best business practice for what to select for subscription. Monthly, annually entire subscription method. And then Part 2 of that is how do you link last year's subscriptions with this yearly subscription renewal? So it really on the first one, it really comes down to, you know, when you look at your invoice, it's coming in, is it a annual subscription or is it a monthly subscription? You know, let's just take some of the Adobe products, you know, does it show that it's that it's $39. 00 a month for a particular product or does it show that it's over $400. 00 a month for annual? So that that's really that drop down is really to allow you to accommodate that granularity of, you know, especially if it's a monthly, right? If you're paying by the month and you ca...

Recording

43

Thanks for the response. Any ideas if you can somehow display the renewals calendar in the dashboards area of ServiceNow?

put in the link that can help you lay the foundation to get that, you know, investment approved by your organization. So the investment to travel there, there's no cost to attend. So that aside, thank you for joining. We're we're hopeful that this is impactful for you all. We'll be back in July. So thanks again. Thanks everybody. Thank you. Thanks everyone.

Recording

44

How important is it to have ACC-V deployed to endpoints to SAM Pro vs SCCM? What's the advantages of one over the other?

als kind of from a home page standpoint, then, you know, if you're a reporting admin, you can create a widget of some sort to, to, to have that just display on your home page when, whenever you log in. So those are the places that I would look. All right. The next one's mine. How important is it to have ACCV deployed to endpoints for Sam Pro versus SCCM? What are the advantage of one or the other? I think if you can get ACCV deployed, that's great. And the biggest reason I think that I would like to prefer to use ACCV would be usage data, right? Everybody wants to be able to do reclamation of unused software. And if you have SCCM as your primary data source for you and use your compute, you need to beg and plead with your SCCM admins to turn on metering for those applications that you want to manage and then start capturing that data with ACCB. You're not going to have that limitation, right? You're going to be able to get that metering data for whatever applications you want based off...

Recording

45

We came from SAM Foundations to SAM Pro and noticed that there may be a good amount of stale Discovery Models in our instance (Discovery Models with no installs). What can I do to verify and delete stale Discovery Models?

There is a monthly job that will purge Discovery Models with no related SW installs. Make sure that job is running properly.

Written

46

for SAM Pro

live answered

N/A

47

Wil there be a SAM role for those who just needs reporting but should not tamper with anything? Right now I can't grant access without they can tamper with software models and entitlements

I don't believe there are any new roles planned for SAM. You would want to create a new role and acl for this specific use case.

Written

48

Louise Smith - we setup a SAM Pro READ Only roll for application owners to see renewal calendar but not have access to change content.

nd then some of our more technical focused product success personnel to answer your questions. Two more caveats and then we'll get right into it as more people come in. If you would like to ask a question, we won't have verbal questions, so we won't have any verbal. But what we do have in your Zoom application, client application, you should see AQ and a button. I invite you to start typing in your questions. Now. Again, you're welcome to ask any question you want, but we're going to be focused on those related ServiceNow software asset management. Please use that. If you type it in chat, we won't see it. So just, you know, type it in the Q&A. And while the team's looking at that right now, I am going to do 1 quick call for your attention to an upcoming event that we're doing just 30 seconds letting you know about Nexus 2025 for Asset. This is the first time we're doing this as Abu. It's going to be at our headquarters in Santa Clara. It is a free event, meaning there's no tickets for ...

Recording

49

Best practice for entitlement management? If you have a certain number of licenses and your recent renewal only covers a smaller portion, how should you update the entitlement? Should you let the previous entitlement expire (it will automatically be marked as Retired after the End date), or should you modify the Start and End dates of the existing entitlement and update the rights? In the latter case, the Start date must be today or a past date for the entitlement to show as In use; if it's a future date, it will appear as On order.

example, you know, where it's supported, you know, in AWS, in Google Cloud and Azure, etcetera. So maybe keep that into and take that into account as well. Anybody else want to add anything on this one? Nope, I think you nailed it. OK. Looks like I got the next one here as well. So what's the best practice for getting started in Sam Pro? We have publisher packs installed, but what's the best way to prioritize software licenses that we put in the tool by spam, by data availability, etcetera? Well, it's going to vary. You know, I know there's no, there's no cut and dry answer, but I always do like to say, you know, don't boil the ocean right now. Pretty much all of our customers we hear and we see and we come across, they want to start with the big guys, right? They want to start with that top spend their top priorities, you know, the Microsoft, the Oracles, the SA PS, those big, big, big guys. And if you're starting there and you're new to Sam, that is going to be a massive undertaking ...

Recording

50

What is the best practice for non-licensable software model creation. Is there a way to have the non-licensable software models created automatically similar to the licensable software models.

There is a system property which will automatically create SW models for non licensable software. Use this with caution as it will create a lot of sw models!

Written

51

SAMPRO Automatic Matching of Discovery Model to Software Model is not happening after the Entitlement import : SWModels able to Pull matching discovery models but still SW Model is not automatically getting mapped to those matching discovery model after reconsiliation. We are expecting it to happen automatically rather doing it manually.

ty review. Does anybody have any other thoughts on that? Yeah, I do, Ben, you know, I as much as possible, I think you get into a practice of any time that you enter a new entitlement that especially if it's for physically installed software, you drop down, go into the related links and do the show matching discovery model. Or if you're in the workspaces, go to the show matching discovery model, drop down and make sure you got a hit, right, Because nobody likes to have an entitlement out there that you don't have a hit against the discovery model. So do that also in the, in the instance checks, right, the ITM health checks, we're starting to point that stuff out as well of where you have license software that is not associated to, you know, to an entitlement use that as well. Because that's, that's really one of the most common things I see of when you're entering in those entitlements is everybody thinks they've got a good, good part number, good software model. They run a reconciliat...

Recording

52

Which is the best official ServiceNow courses available for Software Asset Management (SAM) Pro or to understand the complete tool

hello! check out listings on https://learning.servicenow.com/now/lxp/home, in particular SAM Professional Fundamentals

Written

53

Is anyone else's video showing the other speakers? I'm only seeing Bradford's video.

just me on video...I promise everyone else speaking is real! 🙂

Written

54

Our Renewal calendar only shows Subscription software model renewals, and not perpetual/maintenance renewals - to see the maintenance renewals we have to go to a different report (expiring maintenance and support). Are there plans to create one consolidated Renewals Calendar?

hey! under safe habor, we are looking into potential enhancements. if you're interested exploring via a potenital design partnership, please email me direct 🙂

Written

55

Regarding license undermanagement, would you check this if products are part of a suite such as Adobe Creative cloud?

most likely not, for suite, leverage the suite inference fields on the software model to account for that

Written

56

Running into issue with IBM ILMT integration. Recently reconnected to ILMT V2 version, however ran into some mapping issue. Any thoughts on which team to reach out to?

hello! if you are working with a partner, please review with them to start. if no resoltion, please then work with your account executive and/or submit a support case so NOW can investigate further.

Written

57

What is the common approach for identifying different platforms of applications in SAMPRO? I am looking at desktop vs cloud-based vs server, etc. Is class the preferred field to label these assets?

s toggled off. If your desire is not have software models created automatically and check to make sure that perhaps maybe an integration profile isn't creating that that that software models. Those are the places that I would kind of look to see what's going on there. That's that's, that's the most common reasons that I see why software models would just come up and be recreated. Then there's there's oh, go ahead, Sean. Oh, it's your progress. I was going to say there's a question later on very specific to ACCV doing that exact same thing. And yeah, that's that's interesting. So yeah, they're deleting it and it keeps recreating it. So obviously it's being detected as something different new. Yeah, I'm not sure why the software model will be re getting recreated or or or maybe we just need to update the DMAP potentially. Yeah, well there's one other one too. Downgrade rights. Rights. Yeah, what you want, right, Because you know, if you do discover something over time, that's a lesser ve...

Recording

58

' do you recommend have a non-version specific software model? Version and edition are anything and anything. Is this better for tracking software discovery?

hey Kelly! yes, if you have a license for a product that allows you to install any version of it, having a version agnostic software model is a great option

Written

59

What type of skill set is needed to create custom SaaS integrations? These are applicatins outside of prebuilt integrations that ServiceNow offers. Thanks

see below for infomormatoin on that (saas license connections section) skills required ~ServicNow platform admin https://www.servicenow.com/community/sam-blog/saas-license-management-direct-integrations-overview/b...

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60

Is there a report that connects the software model lifecycle data with the actual list of software installations that can be exported? (key being exportable) as the current list of installations shown in the software lifecycle report shows counts but not the individual installed on details.)

that for you. So that would be my suggestion. When it comes to entitlement management is just just be prepared to inhabit the nuances between the different publishers. Anyone else want to grab one last question before we wrap up here? Brad, I've got 1 real quick. So it's the question on is there a report that connects the software model life cycle data with the actual list of software installs that can be exported? Key being exportable as the current list of installations shown in the software life cycle report shows counts, but not the individual installed on details. So that one looks like Akash. You tagged that one too, so I apologize for jumping on you there. No apologies, go for it. Yeah. So I think what you're running into is that when you go into the various reports that are showing up on the workspaces, it's usually the bottom right widget on the main page where you have your end of life, end of extended support, End of support. When you click on that and go into it where it sh...

Recording

61

Is there any documentation on leveraging JAMF SGC to populate software usage data in the SAM module? Also, have you received any reports of issues with the JAMF SGC properly mapping data to the SAM Software Usage table?

https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/configuration-manag...

Written

62

are there more detailed directions on making Okta work? We did the connection successfully but are not getting any data and are having trouble finding detailed directions - are technical folks didn't want to open a ticket yet

there as well as that on your software assurance entitlements and, and those being Microsoft, of course, and your maintenance entitlements, when you enter those in, they won't count towards reconciliation because they're not a true entitlement. They're a add on basically. So I always suggest right, making sure, especially when you get your Microsoft agreements to go back, you know, maybe maybe set all those up as part of, you know, an entitlement import through our template. But you'll have to go back and you'll have to identify the perpetual licenses that should be associated to those software assurance and or maintenance entitlements. And a lot of times I'll like to record those as a baseline entitlement and then relate the software assurance or the maintenance entitlement to it. Then it will count towards reconciliation. Another great feature is that especially in the Microsoft part numbers, right? If you, if you relate those two and as long as that perpetual entitlement has an acti...

Recording

63

We use JAMF as source of truth for our Mac devices including install data. However JAMF apparently does not send Publisher (does not discover?) This impacts normalization significantly. Does ServiceNow provide guidance or best practice to improve Mac install data normalization?

https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/configuration-manag...

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64

If there are specific questions - who can those be directed to ? in the SAM module I do not see that option

on. I open it up to my colleagues here. If there's anything else that you would recommend for that one. Sure. I think that was, Yeah, I think that's perfect as well. I will go to the software model level. And also to take that question a step further, if you also have a situation to whereas there's specific additions that you don't want to have licensed, we have what's called product license exception rules where you can designate, hey, these specific additions of software products aren't licensable as well. So yeah, I definitely would would recommend the licensing to use for for versions and product license exception rules for additions. So all right, all of I'll grab one or two more here and then I'll invite one of my colleagues to tap in because Lord knows no one wants to hear me talk for an hour. OK, here we go. How should the software model be set up on software assurance or maintenance when the version is not called out? Yeah, this is, this is a continuation of what we discussed ...

Recording

65

What is the best method to prioritize software discovery data that is coming from multiple sources, i.e. ServiceNow Discovery, SCCM, Tanium, Crowdstrike. We would like Tanium to be the primary data source for Software Installations

Yes - this can be configured

Written

66

We have a very lean team that has full time roles. Is it realistic to have this team run SAM in addition to their full time roles, or to realize full value, is a dedicated headcount preferred? Thanks

SAM managers would have the use tools and the CMDB to help them make the decision

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67

I would like to validate, as some of the doc out there has been confusing... Best Practice - Yokohama & SAM Pro to track non-enterprise installed software—discovered through ServiceNow Discovery, SCCM, and Intune—in the Software Product Model table (cmdb_software_product_model) instead of as ‘Application CIs’. Assign software ownership at the Software Product Model level (cmdb_software_product_model). Software Installs go into (cmdb_sam_sw_install) table and cmdb_ci_spkg is likely no longer in use. Relationships: there is no out-of-box automatic relationship between Business Applications (cmdb_ci_appl) and Software Product Models (cmdb_software_product_model). best practice is to manually model these connections using the cmdb_rel_ci table with a relationship type like Uses or Depends on. cmdb_ci_appl Uses / Depends on cmdb_software_product_model

t. So you're tracking both and you're looking at both sources of data when it comes to those hybrids asset applications, especially when you start doing things like reclamation of those particular entitlements. So and yeah. And then there was another question exactly the same, you know, how do they validate the users using those entitlements? And again, that's all the allocation. And I recommend that's also a process thing, right? So there's going to be some some default subscriptions that most of your users are going to get when they on board to the company, like they'll probably get an M365E5E3, whatever your company standard is. But if there's additional applications like those project and visit you, you really need to have that good request and approval process built in and you really want to be doing those allocations as part of that particular process. So the user request process will request project, right? You'll go seriously, if you have an entitlement, you will allocate the e...

Recording

68

How do we get non-licensable software models created automatically based on discovery oof non-licensable software.

there is a software property that you can enable

Written

69

Our Migration Software Install Script failed out at 85%, is the best way to delete the Software Installation Table, is there a faster way then us running a script, we have many millions to delete, can we send a request to delete by you all?

Hello everyone. Thank you for joining. We'll we'll get started in about one minute here. We don't want to delay too long, but we know some of you will be filing in. This is the June occurrence of the service now Software Asset Management office hours. So for those of you that are new, welcome. What we'll be doing here over the next hour is answering any questions you have relating to Software Asset Management, so particularly how to use the product. If you're interested in having a sales conversation, by all means get in contact with your account executive or your partner Rep and we'll make that happen. The goal here on this call is to talk about how best to use the product and you'll see here that I've got a plethora of subject matter experts across the gamut of service now inclusive of solution consultants, customer success, impact and then some of our more technical focused product success personnel to answer your questions. Two more caveats and then we'll get right into it as more ...

Recording

70

Hi , In the case of Microsoft license , imported the licenses using MLS doc and after running the reconciliation we got the user list of microsoft users. How to validate this users with entitlements assigned ?

echanism that allows you to see what business groups, what business units have certain versions or additions installed, you can look at install conditions on the software model to help with that. Bradford also add in there as well as that on your software assurance entitlements and, and those being Microsoft, of course, and your maintenance entitlements, when you enter those in, they won't count towards reconciliation because they're not a true entitlement. They're a add on basically. So I always suggest right, making sure, especially when you get your Microsoft agreements to go back, you know, maybe maybe set all those up as part of, you know, an entitlement import through our template. But you'll have to go back and you'll have to identify the perpetual licenses that should be associated to those software assurance and or maintenance entitlements. And a lot of times I'll like to record those as a baseline entitlement and then relate the software assurance or the maintenance entitleme...

Recording

71

We are testing the feature (system property) that automatically creates software models for non-licensable products. It does not seem to be working so we would like to understand what criteria needs to be met, as well as when the automatic creation is supposed to occur?

you can open a support ticket

Written

72

Given that both HAM and SAM PRO provides EOL/EOS data , one question that keep coming up is why can't CMDB/CI automatically update the lifecycle state based on EOL/EOS instead of running a report on SAM Pro or drill down from the workspace? I understand that these are two complete different modules however is it possible OOTB to sync EOL/EOS from either SAM or HAM to the CI lifecycle. ..

d the the programs they offer. For example, something like reserve entitlements is going to differ from an Oracle, It's going to differ from an IDM. So much of this is going to be dictated by this specific publisher. So always be I bring this up to just say be wary of assuming that if one publisher provides their entitlements a certain way that that is applicable to another publisher. Chances are it's not. So as always, make sure that you're up to speed on what exactly was bought and what terms were bought for that. Now I know that's easier said than done. The companies we work for buy a lot of stuff. So just just keep that in mind. And the best way to do that is, of course, as I always look for an opportunity to remind everyone, make sure that you're getting those publisher part numbers. And when you're creating those entitlements, you're leveraging that part number. Chances are that part number is in our content library. And then we're going to do all the hard work for you. We're goi...

Recording

73

Is there an out of the box software request process workflow in the flow designer? I only saw the hardware one.

An excellent document to review SAM request workflow process (as well as many others) is provided in the SAM Process Guide, see page 34. Found here: Software Asset Management (SAM) Process Guide (Yokohama) • https://learning.servicenow.com/nowcreate?id=nc_asset&asset_id=12f5e3759334a698fb94b4886cba108a&nc_s...

Written

74

Do we need always need the updated content data from Sofware content library for the Discovery models to be fully normalized?

hello! leading practice is to have the lastest content library data in your instance

Written

75

SAMPRO Automatic Matching of Discovery Model to Software Model is not happening after the Entitlement import : SWModels able to Pull matching discovery models but still SW Model is not automatically getting mapped to those matching discovery model after reconsiliation. We are expecting it to happen automatically rather doing it manually.

ty review. Does anybody have any other thoughts on that? Yeah, I do, Ben, you know, I as much as possible, I think you get into a practice of any time that you enter a new entitlement that especially if it's for physically installed software, you drop down, go into the related links and do the show matching discovery model. Or if you're in the workspaces, go to the show matching discovery model, drop down and make sure you got a hit, right, Because nobody likes to have an entitlement out there that you don't have a hit against the discovery model. So do that also in the, in the instance checks, right, the ITM health checks, we're starting to point that stuff out as well of where you have license software that is not associated to, you know, to an entitlement use that as well. Because that's, that's really one of the most common things I see of when you're entering in those entitlements is everybody thinks they've got a good, good part number, good software model. They run a reconciliat...

Recording

76

software models getting don't appear to automatically get created for non-licensable products. how do we get it to work like it is for licenseable products?

look at the software properties

Written

77

we have SAMPRo

live answered

N/A

78

How do you handle those installs that are normalized to the wrong version? For example, I can see the version of Acrobat installed on my machine, but in SAM Pro it is saying that I have a totally different version installed. Also looking at the Workspace License Ops - Acrobat it is apparent that most of the Acrobat installs in our environment are being associated with the wrong SW Model.

the reclamation generating reclamation candidates, right? Because if you're spending a lot of time throughout the organization of buying new software every time somebody needs it, if you can get this in order, you can show some immediate value in reclaiming and not having to buy new licenses if you handle those high volume ones. That's a good point, very good point. And just one other other note there, from a process and governance perspective, this is a part of an ITAM program, right? So you're going to have a road map that explains how you're going to be executing on deciding what software you want to like. Like Sean said to, to start with and like Eric said, who's going to be involved, you know, procurement and finance and legal, you know, maybe there's projects coming up that need to be included in that road map of, of what applications that you're going to be focusing on next to learn how it works. And then once you get that momentum, you'll be able to see that you start adding th...

Recording

79

When we import entitlements via PPN, a version-specific software model is created. However, after reconciliation, we are not seeing any installs or discoveries being picked up. Instead, the system is creating a versionless model with Anything and assigning all the installs to it. We are also not seeing any downgrade on the original model created via PPN ?

ues to tap in because Lord knows no one wants to hear me talk for an hour. OK, here we go. How should the software model be set up on software assurance or maintenance when the version is not called out? Yeah, this is, this is a continuation of what we discussed earlier, but it's, it's a timely and important question when we're talking about, if we're talking about the ideal happy path when it comes to setting up your license compliance, your software management program and you're importing those entitlements in the service. Now we very much recommend that you're using part numbers, publisher part numbers. That's what they're referred to in ServiceNow colloquially or you know, in other terms, you might hear people prefer them excuse, but publisher part numbers, which then scrape the versioning information from our content library. So that that's, that's the kicker right there is that when you're using the part number that will allow you to have a software model that is tied to software...

Recording

80

Can you group your servers into one ELP to be able to see license compliance for specific business divisions; what is the best practice? can I track specific servers and get an ELP for that for certain vendor?

at we're all here for, which is your questions. So I'm going to go ahead and open it up and I'm going to read the first one I see. We do our best to answer all the questions, so keep them coming. I got a question here how to mark versions of a software product to indicate that they do not require a license. So rather than marking it at the version level, what I propose if you haven't looked at already, is that there is a check box on the software model that says license under management. So that will allow you to indicate whether it's something you want to track for licensing. So if you're in a scenario where you want to be tracking that at the individual model level, or excuse me, individual version level, that's one option. I open it up to my colleagues here. If there's anything else that you would recommend for that one. Sure. I think that was, Yeah, I think that's perfect as well. I will go to the software model level. And also to take that question a step further, if you also have...

Recording

81

Do we leave assigned to be populated by ACC-v or manually enter in CMDB or else? What is the best.

y to BYOL. That's obviously a different concept. And it's going to come down to really how your data is being discovered in the cloud, making sure you've got those right attributes being flagged by discovery and those particular ones are being flagged. And I think it's the CMDB key values are being populated with licensing included in BYOL. Now that being said, I'm not positive in a cash, I think you've played with this as well too in the past. But does it it automatically factor out anything with the key attribute license included in the reconciliation? Yeah, reconciliation will take that into account, right. So in other words, how do you set it up your, your software model would just be created when you create your Windows Server entitlement, right? Same way, you know, you put your PPN in your software model get included in as as Akash mentioned. Yeah, I'm pretty sure that that license included will get taken into account during the reconciliation. So it won't be counted. So hopefull...

Recording

82

I will work on this one 😉

oh yeah!

N/A

83

What makes a direct meeting with Product Success Architects feasible? Contacting the ServiceNow Account Executive for our implementation?

yeah that is good start! they can also see if your organization has any impact support credits 🙂

Written

84

We have a scenario where a part number was marked as Inactive in the Content Library, the DMAP is still tied to the current installations. Now our compliance shows we have one part number that is way over purchased and one that is way over allocated but they are the same product. What is the fix to show compliance properly?

s what they're referred to in ServiceNow colloquially or you know, in other terms, you might hear people prefer them excuse, but publisher part numbers, which then scrape the versioning information from our content library. So that that's, that's the kicker right there is that when you're using the part number that will allow you to have a software model that is tied to software assurance. That is version agnostic, shall we say, or at least agnostic per the terms and conditions of that product dictated by the part number. Then you don't have to worry about keeping that from the licensing perspective. So that's what I would recommend from a licensing perspective. Now quick a jointer, if you're in a scenario where hey, we still for the internal businesses purposes, we want to be able to see who has an install of version 10, who has an install version 11. If that's something that the business wants to have done and you're able to acknowledge that the stakeholders that that's, you know som...

Recording

85

I find it challenging requesting additions to the content library since you guys require a software product / model number. That information is often very difficult to track down. Would you entertain a service where your content team works directly with publishers to confirm products?

n it up to my colleagues here. If there's anything else that you would recommend for that one. Sure. I think that was, Yeah, I think that's perfect as well. I will go to the software model level. And also to take that question a step further, if you also have a situation to whereas there's specific additions that you don't want to have licensed, we have what's called product license exception rules where you can designate, hey, these specific additions of software products aren't licensable as well. So yeah, I definitely would would recommend the licensing to use for for versions and product license exception rules for additions. So all right, all of I'll grab one or two more here and then I'll invite one of my colleagues to tap in because Lord knows no one wants to hear me talk for an hour. OK, here we go. How should the software model be set up on software assurance or maintenance when the version is not called out? Yeah, this is, this is a continuation of what we discussed earlier, ...

Recording

86

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 some that you receive a new license key and some that the license key doesn't change?

you to indicate whether it's something you want to track for licensing. So if you're in a scenario where you want to be tracking that at the individual model level, or excuse me, individual version level, that's one option. I open it up to my colleagues here. If there's anything else that you would recommend for that one. Sure. I think that was, Yeah, I think that's perfect as well. I will go to the software model level. And also to take that question a step further, if you also have a situation to whereas there's specific additions that you don't want to have licensed, we have what's called product license exception rules where you can designate, hey, these specific additions of software products aren't licensable as well. So yeah, I definitely would would recommend the licensing to use for for versions and product license exception rules for additions. So all right, all of I'll grab one or two more here and then I'll invite one of my colleagues to tap in because Lord knows no one wan...

Recording

87

We notice there are many scheduled jobs for SAM. Are these explained or documented for their failures, or regular operational handling?

. It is a free event, meaning there's no tickets for it. We would love to see you there. Think of this as a knowledge type experience, obviously much smaller in scale, but knowledge type experience with customers, leading experts, etcetera. For two days, if you are interested in attending, you will notice the QR code there. You can scan that right now. I will also put into the chat icon the registration link, so I won't speak to that more here. Just wanted to make sure that everyone's aware of this. If you're looking to get more info on it, scan that QR code now or click on that registration link that I'm going to post in the chat. We've got that out of the way. We're going to go ahead and get right to what we're all here for, which is your questions. So I'm going to go ahead and open it up and I'm going to read the first one I see. We do our best to answer all the questions, so keep them coming. I got a question here how to mark versions of a software product to indicate that they do ...

Recording

88

I'm sorry late to the meeting, but what happens when the part number doesn't come up in ServiceNow?

you can sent the PPN to the content library by opening a ticket or Opting into Content Service. You will be able to create the entitlement with a custom PPN or without a PPN all together

Written

89

I am planning to do integration with Salesforce CRM using OOB integration profile. The client said NO to assign the ‘administrator’ profile in the configuration under Salesforce instead they can assign read only profile. My question is that what is the impact it will have when I am going to pull the users subscription and the consumption data from Salesforce?

ase post your questions in the Q&A, don't post them in chat. We may miss them there. Appreciate you rolling with me on that. I will also just to close the loop on this discussion. I won't speak to it, but I put a link in the chat that you can check out our community giving an overview of SAS Direct integrations as a if we're looking at things in an order of operation, everything that was just discussed first, what's important to your business, what's of high value to your business, where the potential risks to your business. That, of course, is the priority numero Uno. Once all those are accounted for, if you're still looking for places to start, SAS could be a great place and I encourage you to check out that document and then maybe next month you can come back and tell us what worked, what didn't work, things like that. Ben, since you spoke before me, I'm gonna, it looks like you have a couple questions marked to answer. You want to do that. And then in the meantime, the few of us wi...

Recording

90

We are interested in implementing the Software Spend Detect plugin. What is the recommendation in implementing this in either Crawl, Walk, Run phase?

This is the June occurrence of the service now Software Asset Management office hours. So for those of you that are new, welcome. What we'll be doing here over the next hour is answering any questions you have relating to Software Asset Management, so particularly how to use the product. If you're interested in having a sales conversation, by all means get in contact with your account executive or your partner Rep and we'll make that happen. The goal here on this call is to talk about how best to use the product and you'll see here that I've got a plethora of subject matter experts across the gamut of service now inclusive of solution consultants, customer success, impact and then some of our more technical focused product success personnel to answer your questions. Two more caveats and then we'll get right into it as more people come in. If you would like to ask a question, we won't have verbal questions, so we won't have any verbal. But what we do have in your Zoom application, clien...

Recording

91

Will there be a SAM_viewer role in the future for those who just need reporting access to SAM Workspace?

to look at it from the kind of enterprise architecture perspective. But to summarize, always use part numbers, preferably ones that are in the content library. If you're using a part number that isn't in the content library, submit a support case. And then if you're looking to have a bit more of a reporting mechanism that allows you to see what business groups, what business units have certain versions or additions installed, you can look at install conditions on the software model to help with that. Bradford also add in there as well as that on your software assurance entitlements and, and those being Microsoft, of course, and your maintenance entitlements, when you enter those in, they won't count towards reconciliation because they're not a true entitlement. They're a add on basically. So I always suggest right, making sure, especially when you get your Microsoft agreements to go back, you know, maybe maybe set all those up as part of, you know, an entitlement import through our tem...

Recording

92

If you are using the custom license metric table pointing to the resource value table to establish usage but there is a software installation showing as licensable, how do you turn off or hide the software installation impact on reconciliation so that the system only calculates compliance based on the custom license metric and resource value data?

et in contact with your account executive or your partner Rep and we'll make that happen. The goal here on this call is to talk about how best to use the product and you'll see here that I've got a plethora of subject matter experts across the gamut of service now inclusive of solution consultants, customer success, impact and then some of our more technical focused product success personnel to answer your questions. Two more caveats and then we'll get right into it as more people come in. If you would like to ask a question, we won't have verbal questions, so we won't have any verbal. But what we do have in your Zoom application, client application, you should see AQ and a button. I invite you to start typing in your questions. Now. Again, you're welcome to ask any question you want, but we're going to be focused on those related ServiceNow software asset management. Please use that. If you type it in chat, we won't see it. So just, you know, type it in the Q&A. And while the team's l...

Recording

93

Any idea why in the Removal Candidates we are seeing hundreds of removal candidate where publisher and product is empty but there is a potential savings? We tried to search using the amount of potential saving against the entitlement but no results came up. :O(

hen you mentioned high cost software, of course you want to address those. And then the last one is for me was the most requested software, right of prioritizing that and get some quick wins, you know, start working in automated software deployments, you know, the reclamation generating reclamation candidates, right? Because if you're spending a lot of time throughout the organization of buying new software every time somebody needs it, if you can get this in order, you can show some immediate value in reclaiming and not having to buy new licenses if you handle those high volume ones. That's a good point, very good point. And just one other other note there, from a process and governance perspective, this is a part of an ITAM program, right? So you're going to have a road map that explains how you're going to be executing on deciding what software you want to like. Like Sean said to, to start with and like Eric said, who's going to be involved, you know, procurement and finance and leg...

Recording

94

Is there any documentation available on utilizing SAMp for software renewals? In particular, we have to reach out to each user to confirm if they want to renew their subscription products. Is there a way for us to utilize SAMp to help with this. We are currently utilizing spreadsheets and Outlook mail merge to do this. Lots of manual work! Especially around our Microsoft O365 renewal!

ere's so many questions, There's so many experts on here. There is lots. Yeah, I think I got the next one marked here. So question came in on how you set up the software models for Windows Server data Center for AWS license included. So again, it's it's really understanding. Yeah, there's some good documentation. I think that's probably the best way. I was going to actually send the documentation in the chat for everyone specifically to BYOL. That's obviously a different concept. And it's going to come down to really how your data is being discovered in the cloud, making sure you've got those right attributes being flagged by discovery and those particular ones are being flagged. And I think it's the CMDB key values are being populated with licensing included in BYOL. Now that being said, I'm not positive in a cash, I think you've played with this as well too in the past. But does it it automatically factor out anything with the key attribute license included in the reconciliation? Yea...

Recording

95

The documentation doesn't mention anything about software usage configuration

check out our videos: https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0

Written

96

Is there a SAM Pro - SaaS integration security architecture diagram high level? I looked through process guides but I don't see the details I need. Just looking for the OOTB to use as a baseline.

ase post your questions in the Q&A, don't post them in chat. We may miss them there. Appreciate you rolling with me on that. I will also just to close the loop on this discussion. I won't speak to it, but I put a link in the chat that you can check out our community giving an overview of SAS Direct integrations as a if we're looking at things in an order of operation, everything that was just discussed first, what's important to your business, what's of high value to your business, where the potential risks to your business. That, of course, is the priority numero Uno. Once all those are accounted for, if you're still looking for places to start, SAS could be a great place and I encourage you to check out that document and then maybe next month you can come back and tell us what worked, what didn't work, things like that. Ben, since you spoke before me, I'm gonna, it looks like you have a couple questions marked to answer. You want to do that. And then in the meantime, the few of us wi...

Recording

97

We are migrating to SAMPro and attempting to migrate all entitlements from the legacy SAM system to SAMPro. We are encountering a conflict where the system property is creating software models for all licensed installs. Meanwhile, a model is also being generated from the entitlement import. This raises the question: which model will be prioritized? What is the best practice to handle these conflicts?

? Yeah, this is, this is a continuation of what we discussed earlier, but it's, it's a timely and important question when we're talking about, if we're talking about the ideal happy path when it comes to setting up your license compliance, your software management program and you're importing those entitlements in the service. Now we very much recommend that you're using part numbers, publisher part numbers. That's what they're referred to in ServiceNow colloquially or you know, in other terms, you might hear people prefer them excuse, but publisher part numbers, which then scrape the versioning information from our content library. So that that's, that's the kicker right there is that when you're using the part number that will allow you to have a software model that is tied to software assurance. That is version agnostic, shall we say, or at least agnostic per the terms and conditions of that product dictated by the part number. Then you don't have to worry about keeping that from th...

Recording

98

We are migrating to SAMPro and attempting to migrate all entitlements from the legacy SAM system to SAMPro. We are encountering a conflict where the system property is creating software models for all licensed installs. Meanwhile, a model is also being generated from the entitlement import. This raises the question: which model will be prioritized? What is the best practice to handle these conflicts?

? Yeah, this is, this is a continuation of what we discussed earlier, but it's, it's a timely and important question when we're talking about, if we're talking about the ideal happy path when it comes to setting up your license compliance, your software management program and you're importing those entitlements in the service. Now we very much recommend that you're using part numbers, publisher part numbers. That's what they're referred to in ServiceNow colloquially or you know, in other terms, you might hear people prefer them excuse, but publisher part numbers, which then scrape the versioning information from our content library. So that that's, that's the kicker right there is that when you're using the part number that will allow you to have a software model that is tied to software assurance. That is version agnostic, shall we say, or at least agnostic per the terms and conditions of that product dictated by the part number. Then you don't have to worry about keeping that from th...

Recording

99

If a user shows up in the samp_sw_subscription table with an active subsription, is an active user but does not show up in the sys_user table. Should they be added to the sys_user table?

OOTB it does not

Written

100

We appear to have 3 different Discovery Sources. SCCM, SNow Discovery, and many installs in the SW Install Table that Disc Source is Blank. We are considering only using SCCM to discover our installs and usage. Thoughts?

We recommend using SCCM or ACCV on end user devices and ServiceNow Discovery for Infrastructure devices

Written

101

We are currently receiving software usage data from Tanium. In addition to the standard Tanium–ServiceNow integration, are any supplementary integrations required to enable the transfer of metering data into ServiceNow

Software metering data is best found using the SCCM Service Graph Connector…from the SN Store https://store.servicenow.com/store

Written

102

Can we reactivate an inactive PPN in Content Library? If we can, how do we do that?

you can open a case with ServiceNow Support - we will have the Content team look at it

Written

103

Does Intune have usage metering capabilities? any suggestion?

no -Intune does not do metering.

Written

104

Does the process of uploading M365, Visio & Project Online usage reports need to be done manually on a regular basis? https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... Is this required because those can't be received by the M365 Direct Integration?

hello! doing this on a recurring basis is indeed leading practice. there is not right or wrong frequency, however I would recommend it is done before any major events, such as license true up or an internal effort to optimiize licenses.

Written

105

Do you have to update integrations, with each contract renewal?

integration updates will be able to be uploaded thru the Application Manager

Written

106

We had a few MS licenses that were added through the portal onto the wrong agreement so they had to be paid in full for the term of that agreement. If it is for multiple years, how do you input entitlements for a license as paid in full without messing up the cost tracking, that was a new one!

're a add on basically. So I always suggest right, making sure, especially when you get your Microsoft agreements to go back, you know, maybe maybe set all those up as part of, you know, an entitlement import through our template. But you'll have to go back and you'll have to identify the perpetual licenses that should be associated to those software assurance and or maintenance entitlements. And a lot of times I'll like to record those as a baseline entitlement and then relate the software assurance or the maintenance entitlement to it. Then it will count towards reconciliation. Another great feature is that especially in the Microsoft part numbers, right? If you, if you relate those two and as long as that perpetual entitlement has an active maintenance on it, it will set the next version for you, right? Because that's super important. If you were to drop maintenance or drop a, a software assurance on a particular, on a particular entitlement, you want to be able to record the what i...

Recording

107

How does servicenow take into account for compliance and reconciliation license metric differences when downgrade rights are factored in? For example Windows 11 (device based) rolling up to Visual Studio with GitHub Enterprise which is User Based?

ve verbal questions, so we won't have any verbal. But what we do have in your Zoom application, client application, you should see AQ and a button. I invite you to start typing in your questions. Now. Again, you're welcome to ask any question you want, but we're going to be focused on those related ServiceNow software asset management. Please use that. If you type it in chat, we won't see it. So just, you know, type it in the Q&A. And while the team's looking at that right now, I am going to do 1 quick call for your attention to an upcoming event that we're doing just 30 seconds letting you know about Nexus 2025 for Asset. This is the first time we're doing this as Abu. It's going to be at our headquarters in Santa Clara. It is a free event, meaning there's no tickets for it. We would love to see you there. Think of this as a knowledge type experience, obviously much smaller in scale, but knowledge type experience with customers, leading experts, etcetera. For two days, if you are inte...

Recording

108

we recntly renewed our Adobe ETLA and now the produts have different naming compare to what we had earlier example acrobat DC pro has becore Acrobat premium enterprise. we have a direct integration with adobe. while creating entitelment should i create a new model as the app remains same it's just the functionalities have changed, i don't see the new product in sampro library

aught my attention was just, you know, there, there there's quite, it was, there's a lot in the question, but to summarize, the question was essentially what are best practices for entitle entitlement management in particular when you're dealing with scenarios where maybe the number of entitlements renewed doesn't necessarily match the original purchase amount. And what I'll say to that is that the, and the hard answer is that it's going to depend on the publisher. Every publisher deals with those scenarios a little differently. The way that Microsoft contracts with their users on their their products and the the programs they offer. For example, something like reserve entitlements is going to differ from an Oracle, It's going to differ from an IDM. So much of this is going to be dictated by this specific publisher. So always be I bring this up to just say be wary of assuming that if one publisher provides their entitlements a certain way that that is applicable to another publisher. C...

Recording

109

Hi is this answered? We notice there are many scheduled jobs for SAM. Are these explained or documented for their failures, or regular operational handling?

. It is a free event, meaning there's no tickets for it. We would love to see you there. Think of this as a knowledge type experience, obviously much smaller in scale, but knowledge type experience with customers, leading experts, etcetera. For two days, if you are interested in attending, you will notice the QR code there. You can scan that right now. I will also put into the chat icon the registration link, so I won't speak to that more here. Just wanted to make sure that everyone's aware of this. If you're looking to get more info on it, scan that QR code now or click on that registration link that I'm going to post in the chat. We've got that out of the way. We're going to go ahead and get right to what we're all here for, which is your questions. So I'm going to go ahead and open it up and I'm going to read the first one I see. We do our best to answer all the questions, so keep them coming. I got a question here how to mark versions of a software product to indicate that they do ...

Recording

110

Maybe this can be updated to twice a month and cameras for all can be on to increase the engaement?

Live answered

N/A

111

Awesome session as usually. Thank you. 🙂

s that are coming in with a long period of last activity out there, that's a good indicator that you're going to have some pretty good ROI if you start applying that even across your software installs as well. And I see Elizabeth just posted that content request form in the chat. She beat me to it. Awesome. Oh, I think the next one's fine. Sorry. All right. How can we pull usage data using Azure SSO integration when a direct integration is not available? I'm going to have to say it's probably going to be a custom integration you're going to have to do. You're not really going to be able to if, if you're not getting any usage data automatically coming through the Azure SSO integration, you're, you're not going to be able to to adapt it to get that usage data specifically for that publisher. So you're going to want to look at doing a custom integration for that specific publisher if there's no out-of-the-box direct integration available. And again, that's going to be assuming the publish...

Recording

 

This document contains 133 questions and answers from the SAM Office Hours session held on May 20, 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 133 questions, 75 were answered in writing during the session via the Zoom Q&A panel. An additional 55 answers were extracted from the session recording transcript. 3 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) — Answer typed directly in the Zoom Q&A during the session

Extracted from Recording — Answer spoken verbally, extracted from transcript (AI-processed)

No transcript available — Answer was given live but no recording transcript is available

 

Questions & Answers

#

Question

Answer

Source

1

Is there a good overview of how to handle compliance in SAM?

https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 check out the Ranger videos

Written

2

How do you manage the SAM Pro licensing to only pay for what you are using? In addition, what exactly are you paying for with the licenses you are paying for?

SaaS - only connect the apps you want to manage. Subscription counts will only consider unique user. For licensing on-prem and cloud choose the apps you want to manage and ensure only those devices are inventoried. This can be tricky because if you miss devices then your compliance position will be incomplete. You can alson use the SAM configuration property to exclude devices from SAM.

Written

3

How do you add user allocations to concurrent license models? Example we have only 20 licenses, but because it is a concurrent license the ratio is 3:1. I cannot add more than 20 user allocations.

Today there is no way to add more than the number of rights to allocations without some sort of customization. If you would like to create an enhancement request from the Idea Portal, we can review and evaluate for a future product enhancement.

Written

4

How would you suggest allocation of licenses when the allocation is to a Location, not a person or device? ex: I have an entitlement with 70 licenses available, we have 60 locations identified, but there is no Allocation option to select a location currently.

those three things when it comes to SAS. Let's see here, Sean, did did, did you want to take one next to see yours Next up in the queue? Sure. Sorry, I was just typing an answer trying to get through. We got a lot open here, so let me get that filled. So yeah, the question is here is how would you suggest allocations of license when the allocation is to a location, not to a person. And you're right, you can't do allocations of entitlements to locations. But what you can do is you can do software install conditions on the software model. So that's how I would handle location specific entitlements. So I've purchased an entitlement that is only good for New York, right? The the terms of my software agreement says I can only use this software in the state of New York. If I purchase it anywhere else or try and use it anywhere else, I'm in violation of my contract. So what I would do there is I would create the entitlement and create the software model. And then on the software model, you ha...

Recording

5

Is there a difference in the Contract module from Vancouver to Washington DC (we are a couple releases behind)? I watched a youtube video done by Omer (I believe) and I can't recreate what he is showing. Thanks!

Can either paste the video in question? Is there something specific you are looking for or not seeing?

Written

6

To track SAAS product usage, what application(s) do you all recommend?

Michelle - can you be more specific with your question? At a high level, we recommend using the SSO integration with a combination of direct connections where available. With the SSO integration, this should give you a quick bang for your buck concept. https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

Written

7

Why is ServiceNow NOT part of the LIcense Workbench?

On the near-term roadmap. There are sometechnical deopendencies from the platform team we are waiting on being resolved before we can ship this.

Written

8

Would like to understand how the Inference level are calculated for Suite

ld you mind taking it away? No, absolutely. So this is actually going to be a preview to an Ask a Ranger video one day. So no, absolutely. This is let me let me share my screen. And as I'm sharing my screen, this is something, this is a question that that we get asked all the time around wanting to understand not only the install footprint of a product, but understanding how those installs are consuming the entitlements that we have. Sometimes for some customers, it doesn't make sense how that happens. So we have this feature in the workspace. I wanted to go over it with you guys as you're thinking about your questions to, to ask us if we head over to the Software asset workspace under license operations, we have this feature called products with installs. So if we click there, I have some data in already for Windows Server, which I'm, I'm, I'm going to feature in the in the video that we are composing. But we see here that we have 448 installations of Windows Server and right now we h...

Recording

9

We have recently enabled ACC-V for software discovery. Has anyone else done this and have any lessons learnt?

ACC-V has been used (and is recommended) to pull back data for SAM. https://www.servicenow.com/docs/bundle/yokohama-it-operations-management/page/product/agent-client-c...

Written

10

How would you recommend turning on metering in SCCM to get last activity used in ServiceNow - Best Practice

Using reclamation rules please monitor last activity date and not total time. We recommend monitoring 5-10 apps at a time. Please alsolook atv the usage data fromSCCM to adjust the reclamation rule usage time period.

Written

11

Let me grab it...one of the issues was the ability to set up an approver for the contract / renewal

ers multiple ways to get your SAS licensing information. We offer, of course, these direct integrations. There's over 30 out-of-the-box right now. I think it's near 40 now. But the point is, is we offer a bunch. We also offer what's known as software license or SAS license connections, which is the ability to set up an integration that isn't included in those 30 to 40 out of box. And then we offer 1/3 option, which is single sign on, which is if you're using Octa or Microsoft Intra ID as the single sign on for people to access the various SAS applications, that's an option. So three options where do you start? Here's where I recommend starting and by you know we as service now do you know specifically which SAS applications you want to get a license position for? If you know that answer, then take a look to see if we offer the direct integration for that product. So if I'm going to use a fictitious name here, let's say I want to get SAS application beta. I want to get my subscription c...

Recording

12

I am unable to see Products with Installs under License Operations, what am I missing

Hi, you need to be on the Yokohama release for this option.

Written

13

Are there going to be any improvements in the Contract Module Renewal Calender?

Neena: What kind of improvements are you looking for and what version are you on now?

Written

14

We have VMs not connected to the host, what to do to correct?

The relationships come thru when you run ServiceNow Discovery.

Written

15

Is there a way to capture unlimited software license entitlement for a resource consumption metric ? Unlimited License check box is available for only user and device metrics

Today there is not a way to do this - however, this is something that we are looking at from a roadmap perspective. If you can, add an enhancement in the idea portal and we can evaluate.

Written

16

https://www.youtube.com/watch?v=JLEo4uQ_STM

live answered

N/A

17

I dont have Products with Installs under my License Operations tab. Is this only for Yokohama?

Yes this is a Yokohama feature

Written

18

Is this available in xanadu?

No this is a Yokohama feature

Written

19

How do we change the publisher?

The license usage is available in Product with Installs for each product, you would backup to Products with Installs to see other publisher/products

Written

20

How did you get the chart - one more time.

Live answered

N/A

21

I don't have Products with Installs in my instance. Does that require a specific role?

This will be available to the SAM roles but it is a Yokohama release

Written

22

How should server host & virtual machine relationships appear? Should VMs be upstream or downstream from Host in CMDB?

cost center, etcetera. So another another possibility if it if it doesn't have to be specific to a location, Correct. Looks like there was a question. Oh, I'm sorry, Sean, was was the no, I think we're good. I'm good. OK, looks like we had a question from from Daniel Gray's question was around how should server host virtual machine relationships appear? Should VMS be upstream or downstream from the host in this team DB? So it's not it's so that's kind of the ice Tom space. However, I will say this from a reconciliation standpoint, from a SEM standpoint where we're definitely going to want to make sure that we have the contains relationship with servers to cluster. We're going to definitely want to make sure that we have the instantiates relationship between our physical hosts and VMS. We're going to want to make sure that we have the virtualized and virtualized by relationships between the physical hosts and the VMS. From a reconciliation standpoint, I think those are the big ones. I d...

Recording

23

I have got some questions around migrating entitlements and allocations from legacy ITAM system to SAM Pro.

ok - how can we help

Written

24

the graph showing license usage, how can we create those relationships? is it created automatically? or manually?

Relationships are created automatically when CIs are found thru ServiceNow Discovery

Written

25

Would you recommend using ServiceNow for software that does not have a portal/console? Too control license allocations.

Yes -absolutely!! SAM managers need to know the compliance for all paid software

Written

26

How difficult is it to build integrations into SAMPro? What are things we need to consider when building out these integrations?

ServiceNow offers many no to low code integrations! What are you trying to integrate with?

Written

27

For Oracle there is a new license metric Employee however there are no Employee metrics in the content library. What is the expectation here?

Please open a Support ticket for the Content team - this will insure it will be add in the next few weeks

Written

28

Can we also see the new Wizards that are available in Yokohama?

Rhonda: Not sure if you mean playbook or guided setup (instead of Wizard)? If so, we add 2 new guided setups: Microsoft 365 Guided Setup - https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... SAM Guided Setup - https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

Written

29

I have adobe licenses; however, i do not have an adobe enterprise agreement so their isn't a direct integration for the software in SAM Pro. How do i get my reconciliation reports to balance? I used the License Type-Subscription, Metric group = Adobe and License metric=user subscription. I used user subscription because I have users that use adobe online and they also install the software.

So the product that is associated should have Ignore Installs = False on the Product - this means you can use User Subscription but this will also look at installations as well for the recon process

Written

30

there is 3rd party software that allows Oracle Java to be installed. IBM has quite a few software titles that allows Oracle Java usage. how can we show those exemptions in SN.

Norm, there is a License under management flag on the software model that can be used for this. If LUM is set to unchecked, these will be excluded from reconciliation.

Written

31

Is this being recorded where we can reference later? my manager handles most of SAM but he is triple booked right now and I would love for him to see this

yes - this will be posted online - ServiceNow Community

Written

32

If you're new in your Saas Journey, is starting with OKTA - SSO Apps usage a good approach over doing the individual / deeper Saas integrations?

Direct intergation should be used for the software publishers that you have time to set up and would liket o get more ganular. OKTA-SSO is great to manage if users are using or not using large number of applications.

Written

33

Can you please show where the software installation path can be located - from a reporting perspective

pplied properly. So you need that relationship to say this VM sits on this host and it's using data center. So I don't need a Windows Server license. Absolutely. Yeah, absolutely. Yeah, perfect. I got another one here too. And this is a, this is a more of an I Tom one, but it's interesting. Can you please show where software installation path can be located from reporting purposes Now we, I believe that you can still see software install path on the software install table. However, it's not always going to be populated, right. Your install path is going to be coming from your discovery source and it all depends on how your discovery source is being set up. So it's not going to be there in a lot of cases. I'm going to be honest, a lot of cases you're not going to get software install path unless you make some changes to your discovery source to be able to capture that data. So that's something I want to get into necessarily about how you would do that because that is a more of an I Tom ...

Recording

34

What does Inactive installs mean in this scenario? Software installs over 90 days old since last discovered?

hysical host in order to get a compliance position. So these are examples of hosts from the CMDB standpoint that we need to action in order for Sam to get a license compliance position on Windows Server. We see that these are licensed. So we're good here. Let's check out the ignored. These are just inactive install, right? So from a reconciliation standpoint, reconciliation honors only our installations that are active. So just wanted to briefly show you this feature because again, we, we get a lot of questions around understanding that mapping between what's installed, what's being consumed and where is it being consumed and why some installs aren't utilized versus others. So, so this is a very cool feature. So you know what this what this is really going to do is to give you the data that you need to make adjustments. So for instance, I think a good, good use case here is, OK, let's say that you have entitlements for core infrastructure server suite in your environment. But let's say...

Recording

35

Does the license operations tool require SAM Pro?

Yes it does need SAM Pro. There is some basic functionality in SAM Foundations.

Written

36

What's the best practice to get Adobe Creative Cloud application installs (like Photoshop, Illustrator, etc.) to properly have Creative Cloud Single App or All Apps licenses applied to them to show compliance? I've played with the thresholds, suite parents and children and none of the app installs show up as compliant.

Paul: The following doc has some details on how this is handled as part of the integration: https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana... https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

Written

37

When you have suite products that can cover the same product, how does the system know which entitlement should be consumed?

You will need to specify which installs will be covered under which software model. Youi can use the Software Install conditions to dictate that on the software model. another option is to use the Product install conditions as well. For SaaS models there is Subscription conditions as well.

Written

38

Does ServiceNow show the state (power state) of VMs along with their last associated host? And is this information available for VMs which are requiring licensing action?

ultiple this discovery sources bringing in software installs to mark one of those as active for the reconciliation process to to focus on when it comes to compliance. Do you got anything else, Brad, you want to keep going here? Keep going, gentlemen. Yeah, please. All right. The next one UPS me. So does ServiceNow show the state's power state basically have VMS along with their associated host? And yes, if you are depending on how to discover how you're discovering that, again, this is more of an item thing that data is coming in through your discovery tool, right? So if you're using ServiceNow Discovery and you're running like AV Center discovery, yes, you are going to get the data like the state whether that VM is powered on or off. And you're also going to get things like your host infinities, your host Infinity rules. So again, it all depends on how you're bringing that virtual data in. Now if you just had say SCCM installed on a virtual machine and that data is coming in through S...

Recording

39

Last activity column for Microsoft and adobe in saas module -- all user subscription. why do we see missing data for few products like project or power bi premium --is it because of incomplete integration ?

Please review this. we collect Power BI. I think projects usage may not come through on the API, but I’ll ned to confirm. Please create a case for that: https://www.servicenow.com/community/sam-blog/microsoft-365-or-o365-license-compliance-and-optimizat...

Written

40

Can you do something as simple as Adobe

g that our installs are being accounted for in our software entitlement. So Ben, would you mind taking it away? No, absolutely. So this is actually going to be a preview to an Ask a Ranger video one day. So no, absolutely. This is let me let me share my screen. And as I'm sharing my screen, this is something, this is a question that that we get asked all the time around wanting to understand not only the install footprint of a product, but understanding how those installs are consuming the entitlements that we have. Sometimes for some customers, it doesn't make sense how that happens. So we have this feature in the workspace. I wanted to go over it with you guys as you're thinking about your questions to, to ask us if we head over to the Software asset workspace under license operations, we have this feature called products with installs. So if we click there, I have some data in already for Windows Server, which I'm, I'm, I'm going to feature in the in the video that we are composing....

Recording

41

Is anyone aware of a course people can take to receive a certification in SAM?

You can get a SAM certification for ServiceNow by taking the Software Asset Management Fundamentals and exam on Now Learning. If you are talking about Software Asset Management in general you can look on IAITAM.org and look at CSAM certification

Written

42

Is there a tentative date for the resolution for adding ServiceNow to the License Workbench?

Q1 2026 under safe harbor. There are several open technical pieces being worked on with the platform team.

Written

43

In Xanadu: I have been seeing the last few weeks a lot of Child/Patches showing up in the software models and as Non-compliant however they are not licensable.... I believe a known bug but has anyone successfully been able to fix this? removing the software model records has not fixed the issue

Vickie: I have not seen this, but if you have not can you create a HI ticket for this? You are correct, this should not happen.

Written

44

Is ServiceNow going to figure out a way in which a child product when discovered can automatically be set as a suite component of the corresopnding parent?

not getting that, you know, the VM instance state, etcetera, then you want to check your discovery sources and work with your discovery teams to make sure you're getting that data. Oh Jesus, it's me again. So, all right, all right, there's a question here. Is ServiceNow going to figure out a way in which child products when discover can automatically set to the sweet to the sweet component of a corresponding parent? I think the problem is, is child the the components, right? Child software can be associated with multiple parent with multiple different products, right? So it's it's pretty impossible to know that this particular child, we know it's a child, right? The content library knows it's a child software, but it can be part of a bunch of different models. And no, there's not going to be that as far as I know. Now, I'm not product team, I don't know if they're working on anything there, but I haven't heard of anything being worked on for that. And that's the reason is because one c...

Recording

45

does servicenow recognize that a product has components or do we have to map it?

yes -if you set up the software model correctly with the PPN, ServiceNow will bring in the components as well as the downgrade rights

Written

46

Are there any useful videos to show you how to integrate SSO Applications, Enable service principal for Powe BI, Integrating with Microsoft Dynamics 365 and Power Apps as reading the steps on Service Now can get confusing.

https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 check out the Ranger videos

Written

47

Should suite components come from ServiceNow (Content library) or set by us (the user) directly in the sw model?

If you use a PPN when creating the entitlement it should create the sw model with it's components.

Written

48

Last Activity Date for Visio/Project - Is there an automated way to capture this data? We received link to documentation explaining manual process to download reports from each Microsoft 365 tenant and then upload to tenant in workspace. This could be done via API as we did with our previous SAM tool, so hoping we received wrong info in HI case and there is already an automated method. Also, using this manual method the last activity date is not populating accurately in SAM workspace for Visio/Project, however, populating correctly in table outside workspace (samp_sw_usage).

Hi lee, we’ll followup with you on the API you were able to use. The reason for the lack of automation was api limitation.

Written

49

This software model has not used any licenses due to an issue. Please look into the unlicensed entities to address this issue . What does this mean ?

oining. This is Brad. This is the May. I was thinking it's June, not quite yet. This is the May Sam office hours. We'll, we'll get started in about a minute here. Just give a chance for everyone to file in. As a reminder, the scoping for this call will be any and all questions related to ServiceNow Software Asset Management. So those are what we're here for. We've got the the best and the brightest here from the product team and emerging practices, product success, the Ranger videos that we know that you all know so much. You've got the authors on this call. So there was ever a time for you to open up that Q& A widget on your Zoom app and ask your question about ServiceNow Software, Asset Management, how to use certain things, what are recommended best practices. This would be the time. We will do our best to answer as many as possible. We get a lot of people that attend these, so we'll do our best. If we don't get to your question, you can post to the community forum and you can of co...

Recording

50

This software model has not used any licenses due to an issue. Please look into the unlicensed entities to address this issue . What does this mean ?

unlicensed intalls have recommendations on why it is unlicensed.

Written

51

Is there a tool we can use to understand log-in frequency for SAAS tools or do you recommend getting this information in a different way and if so, how?

ld you mind taking it away? No, absolutely. So this is actually going to be a preview to an Ask a Ranger video one day. So no, absolutely. This is let me let me share my screen. And as I'm sharing my screen, this is something, this is a question that that we get asked all the time around wanting to understand not only the install footprint of a product, but understanding how those installs are consuming the entitlements that we have. Sometimes for some customers, it doesn't make sense how that happens. So we have this feature in the workspace. I wanted to go over it with you guys as you're thinking about your questions to, to ask us if we head over to the Software asset workspace under license operations, we have this feature called products with installs. So if we click there, I have some data in already for Windows Server, which I'm, I'm, I'm going to feature in the in the video that we are composing. But we see here that we have 448 installations of Windows Server and right now we h...

Recording

52

So what is the best inference number to use to capture all of the suite components for a publisher...what is the best practice?

default is 75%; however you will want to review this percentage for your company.

Written

53

What is the best pratice / recommended inference % to use for Visual Studio?

tices, product success, the Ranger videos that we know that you all know so much. You've got the authors on this call. So there was ever a time for you to open up that Q& A widget on your Zoom app and ask your question about ServiceNow Software, Asset Management, how to use certain things, what are recommended best practices. This would be the time. We will do our best to answer as many as possible. We get a lot of people that attend these, so we'll do our best. If we don't get to your question, you can post to the community forum and you can of course, join the next occurrence as well. So I think we're going to go ahead and get started. My colleague Ben, I'm going to turn it over to him. He's going to showcase some functionality that is on the Yokohama release. But I think it's going to be very relevant to a lot of questions that we get in terms of ensuring that our installs are being accounted for in our software entitlement. So Ben, would you mind taking it away? No, absolutely. So ...

Recording

54

Today, using SAM-P, we have many dicovery models with cooresponding publisher / products with match not found. So we obviously manually normalize them. But, when for example 'Red Hat Enterprise Linux' is discovered it could include 100s or even over a thousand 'child' product. EVERY product includes a product owner. We should not have to manually associate the child products (e.g., redhat-configue-packages) with the parent. We need to understand a better way in which these products can be rolled up under the parent product model.

s question I found interesting. And, and, and, and maybe this is one that, you know, if if Lewis is up for it, if he wants to come off the mic just so I can under just so I can make sure that I understand the use case. But the question is using SANP, we have many discovery models with corresponding publisher products with match not found. We manually normalize them. But when Red Hat Enterprise Linux is discovered, it could include hundreds or even over 1000 child product. Every product includes a product owner. We should not have to manually associate child products with the parent. We need to understand a better way in which these products can be rolled up under the parent product model. So I, I just wanted to make sure that I was understanding the use case. I, I, I didn't know whether or not we were trying to kind of make like an approved software list where we have owners maps to each component. I didn't know whether or not this was a end of life use case where we want to understand...

Recording

55

...and yes Microsoft is a good example of the above question

u're going to be dealing with what's called components, right? So we have the parent product, which is corn infrastructure service suite. And the two components that comprise corn infrastructure service suite can be found in suite components. Here we have Windows Server Data Center and here we have Microsoft System Center data center above. Here we'll notice that we have what's known as the inference percentage, right? And what this does is when it comes to reconciliation, it stipulates the percentage of components that need to be present on the installed host for it to be inferred that it belongs to core infrastructure server suite. So a practical example of this would be the inference percentage. Right now is set to 50%, which means that if a host possesses one of these products as being installed on it, then it can be inferred that it belongs to the core infrastructure server suite product and it can utilize the entitlements found with within it. If I were to adjust this upward, so ...

Recording

56

We have a long list, but let's go with BOX.

live answered

N/A

57

if set the inference or number to 0, what problem could cause

licensed, what's being ignored? And then underneath there, we understand what entitlements these Windows Server installs are consuming. So in this case, our Windows Server installations are consuming installs from our core infrastructure service suite, data center entitlements and it's doing it via inference. So there's a lot of layers here and there's a lot of questions that we get in this mapping all the time. I know the product BU fields them, I know we filled them over in product excellence. So when we look at our installs, as I said, we see our different versions of Windows Server, but sometimes we may have the question, OK, I have 400 to 48 installs, why is only 91 consuming my entitlements? Well, if we go over to our require an action now we can click on these nodes and get that data to understand what's going on with our install footprint. So if I go to the installs that are requiring action, we see that, OK, we have installs, but they're not being consumed because hey, these V...

Recording

58

can the support team aslo add any other license metric ? like nodes? or 1-2 sockets?

Support cannot add license metrics. You can use custom license metric against the Resource Consumption table and run a calculation. If there are additional license metrics that you are looking for; please add an enhancement request in the idea portal.

Written

59

I noticed one of the responses above recommends only monitoring usage for 5-10 applications at a time. This would mean only being able to use Harvesting/Reclamation Candidates for 5-10 apps at a time. Can you explain more about this recommendation (why)?

that on this call, but please reach out and, and, and we'll do what we can to get e ^2 away. Yeah, so I think the next one's me in the in the in the Q&A here. So I guess I don't know, I guess somebody provide one of us provided a response to to Danielle here. And so it says, I noticed in one of the responses above recommends only monitoring usage for five to 10 applications at a time. This would mean only being able to use harvesting reclamation for five to 10 apps at a time. Can you explain why that would be? And I again, I apologize, I don't know what the response was before. So whoever you know, responded to that, you know, that's fine they want to jump in. But I think farewell could be referring to when you're trying to track usage using SCCM. So over the my many years of doing this, the SCCM team notoriously will say. We don't want to turn on metering for every single application in our instance because of the sheer amount of space that that takes up in the database. It is a massi...

Recording

60

sorry, I am not able to see anything on the screen, Are you sharing anything?

no sharing at present 🙂

Written

61

Has ServiceNow introduced a way to accurately track Adobe Acrobat Pro usage to determine if users are actively leveraging Pro features—or if Adobe Reader would suffice instead—for potential cost savings?

. So another, another observation to keep in mind on the business side of this. Let's see, Sean, anything, Ben, anything getting? There's one that kind of ties in a bit to this, to the software usage. So I'll just kind of jump in on that, right? Have we introduced to ServiceNow, introduced a way to accurately track Adobe Acrobat Pro usage? To my knowledge, no, I don't think. And it's not because of service now, it's because of the data available in Adobe. Now, don't get me wrong, I have not been in an Adobe portal in a long time. It's been a while, but that data is generally not available from Adobe. So if Adobe is not making the data available, we really can't grab it. And there's a question here that maybe Akash or Rohit can answer on it as well. Does because I don't know or maybe Ben the the recommendations I know like on Microsoft, we recommend, hey, you can, you can use an E3 instead of an E5. Is there something like that for Adobe in terms of like, can you use Adobe Pro because y...

Recording

62

What happen when you have a CC Cloud All Apps with Adobe Acrobat and then also a Single License of Adobe Acrobat and CC Cloud Single Apps?

Hey Verna! This is when inference % may come into play. To start, create the entitlements for both All apps and the single app. from there run a recon, and look out for devices that only have adobe acrobat installed on them

Written

63

Yes, guided set up - sounds like a wizard to me, but I had thought they used that term in the release notes for it.

Its in the Success Portal under Product Setups

Written

64

'@Randy SCrapper - I need to present my screen and show the raw extract we got from the legacy system, but basically my questions are - 1. I have been asked to group by the entitlements based on attributes like model nae, start date and price but I am grouping by using the below attributes for the sake of accuracy 1) PPN 2) Unit cost 3) Start date 4) PO number 5) Purchased rights My first question is - why do we even group entitlements. WHy is it necessary? I have spent a lot of time and effort on excel sheets grouping them by and its not a trivial task. 2) I am using only PPN's while creating entitlements. Is it enough? For ex - if there is an entitlement and allocation for Adobe Acrobat Pro 2016. Is the PPN along enough to accurately create entitlement correctly?

the PPN does bring in some information about the entitlements and the software model.

Written

65

Every product can also be a specific verion / full version with specific GA, EOS, EOES and EOL dates. Recently, ServiceNow introduced the wildcard (astericks) for adding software products to the TRM (for those who have/use (EA, formerly APM). This way in the Technical Reference Model, we no longer have to track to the specific build number, Instead use (e.g, 2.*). From a license compliance perspective this is great since license wise, the team would only be interested in tracking to the major version. Not the specific build number. But, from a technical compliance build number tracking likely important.

'll, we'll get started in about a minute here. Just give a chance for everyone to file in. As a reminder, the scoping for this call will be any and all questions related to ServiceNow Software Asset Management. So those are what we're here for. We've got the the best and the brightest here from the product team and emerging practices, product success, the Ranger videos that we know that you all know so much. You've got the authors on this call. So there was ever a time for you to open up that Q& A widget on your Zoom app and ask your question about ServiceNow Software, Asset Management, how to use certain things, what are recommended best practices. This would be the time. We will do our best to answer as many as possible. We get a lot of people that attend these, so we'll do our best. If we don't get to your question, you can post to the community forum and you can of course, join the next occurrence as well. So I think we're going to go ahead and get started. My colleague Ben, I'm go...

Recording

66

E.g Office 365 for SaaS

Hello, everyone. Thank you for joining. This is Brad. This is the May. I was thinking it's June, not quite yet. This is the May Sam office hours. We'll, we'll get started in about a minute here. Just give a chance for everyone to file in. As a reminder, the scoping for this call will be any and all questions related to ServiceNow Software Asset Management. So those are what we're here for. We've got the the best and the brightest here from the product team and emerging practices, product success, the Ranger videos that we know that you all know so much. You've got the authors on this call. So there was ever a time for you to open up that Q& A widget on your Zoom app and ask your question about ServiceNow Software, Asset Management, how to use certain things, what are recommended best practices. This would be the time. We will do our best to answer as many as possible. We get a lot of people that attend these, so we'll do our best. If we don't get to your question, you can post to the c...

Recording

67

if we see any relationships are not created properly, how can we troubleshoot that to be created the relationship properly?

relationships should be coming in fom your Discovery tool. If they are not there - I would start to make sure Discovery isworkign properly

Written

68

How easy is it to create a custom integration? How many hours will it take and what type of expertise is needed?

A custom integration does not take long - you would want to make sure you have folks with the proper admin rights for both ServiceNow and the product.

Written

69

Are subscriptions from Locked users/non operational device/inactive installs included in SAM Pro subscription management license calculation please?

They are for the reason that these scenarios create a licensing obligation for you with the software vendor. If you retire a device,and there is an install on it, you need to carry a license. Same for users who carry a subscription, but are locked out or are inactive.

Written

70

Do you have a Knowledge article on that

d on the business side of this. Let's see, Sean, anything, Ben, anything getting? There's one that kind of ties in a bit to this, to the software usage. So I'll just kind of jump in on that, right? Have we introduced to ServiceNow, introduced a way to accurately track Adobe Acrobat Pro usage? To my knowledge, no, I don't think. And it's not because of service now, it's because of the data available in Adobe. Now, don't get me wrong, I have not been in an Adobe portal in a long time. It's been a while, but that data is generally not available from Adobe. So if Adobe is not making the data available, we really can't grab it. And there's a question here that maybe Akash or Rohit can answer on it as well. Does because I don't know or maybe Ben the the recommendations I know like on Microsoft, we recommend, hey, you can, you can use an E3 instead of an E5. Is there something like that for Adobe in terms of like, can you use Adobe Pro because you could actually get away with using Adobe Read...

Recording

71

How will you define the location? Usig latitiute and longitude?

Location is defined at the platform level

Written

72

I sent a question last week to be answered on this call (I thought) from the meeting reminder email. Should I retype it here or will you all answer it?

yes please and sorry we missed that last week 🙂

Written

73

With CSDM 4, ServiceNow has introduced the Softwre Component Model. Any examples to show one built out?

I don’t have one in demo data to show, but we can followup via zoom.

Written

74

Can we use SSO Integration for Office 365 instead of Direction Integration. Why use SSO Integration

yes - you can use SSO; however you will only get if users are logging in. You will not get usage data. We recommend doing a direct integration with M365

Written

75

Regarding SaaS - Does it make sense to have a SSO integration and direct integration? Will the records then also go through IRE to avoid duplicates?

you would not want to have SSO and a direct integation set up on the same publisher. you should only use one or the other

Written

76

Is there a way to identify or differentiate between the actual software installation in the server & the software package data in the server (within a folder) without the software being installed? Since discovery brings both into the SW install table.

ike, hey, get off your individual 1. You already have an all apps and, and, and claw back those licenses as well. So I, I, I do really have those optimization options as well. Think you're up next then which one was I? Oh yeah, there was a question is there would identify a differentiate between an actual software installation in the server and the software package data in the server within the folder without the software being installed. Since discovery brings both into the software install table, I believe that differentiation is made at the discovery model level via the product type field. So, so in this example, the the installation would probably have a different product type, maybe of the licensable product type designation where the package may have, you know, a child designation on the discovery model of product type field would would be the differentiator if I'm understanding that question correctly. I'm tossing back to you Brad, because I don't think I have one ready. Yeah. I...

Recording

77

Oracle GLAS is generating new Software Models for Options and packs , which is not exist on Content and unable to marry the entitlement to that specific Model. These Models were getting reporting as non-complaince

Dinesh, which specific content are you missing - is it the name of the option/pack on the dmap? pls create a case for this and we can get you the content.

Written

78

Can the MS Visual Studio Portal be integrated with ServiceNow, much like Adobe?

Yes, its in the backlog. we’ll need to research API availability for this

Written

79

We are currently embarking on a CMDB/Discovery maturity adventure we will call it. We have over the years manually created all our Applications in cmdb_ci_appl, class=Applications. Now, as we mature, and align to CSDM, want to start managing software correctly. Can you talk about best practices, or is there good documentation on how to use SAM Pro to manage software (Desktop) for installed / Discovered software in SAM Pro... like where do you track ownership, etc. and where in the CMDB would you have a CI record, and are they auto created or manually created. What class? How are the relations created?

more limitation. May only be able to do one or two right depending on the amount of size and amount of space they have in that database to handle that data. Eric asked the question. So we are currently embarking on a seem to be discovery maturity adventure. I like it. We have over we have over the years manually created all of our applications in the seem to be CIA application class. Now as we mature and a lot to CSC and we want to start managing software correctly. Can you talk about best practices or is there a good documentation on how to use Sam Pro to manage software for installed discovered software and Sam Pro like where you track ownership etcetera? OK. So I will recommend that you visit our Ask Arranger channel, look in our software asset management playlist and we do have a video for software asset management from setup to success. So if you are ready to start your SEM journey, I think that would be a good place to start to talk about what are those requisite applications tha...

Recording

80

What is the recommended approach for AWS software model & entitlement? It's pay as you go but there were a couple of products that shows Installs requiring action (Install without a software entitlement).

tices, product success, the Ranger videos that we know that you all know so much. You've got the authors on this call. So there was ever a time for you to open up that Q& A widget on your Zoom app and ask your question about ServiceNow Software, Asset Management, how to use certain things, what are recommended best practices. This would be the time. We will do our best to answer as many as possible. We get a lot of people that attend these, so we'll do our best. If we don't get to your question, you can post to the community forum and you can of course, join the next occurrence as well. So I think we're going to go ahead and get started. My colleague Ben, I'm going to turn it over to him. He's going to showcase some functionality that is on the Yokohama release. But I think it's going to be very relevant to a lot of questions that we get in terms of ensuring that our installs are being accounted for in our software entitlement. So Ben, would you mind taking it away? No, absolutely. So ...

Recording

81

I was told that consumption rules don't necessarily stop the use of an entitlement but is only used for reporting in terms of how many are used against the consumption rule. Are there any suggestions on actual limiting the use based on a particular install condition over creating an additional entitlement and an additional software model?

Hello Greg! Feel free to reach out to me regarding this question but consumption rule should not allow the entitlement to be used outside of the rule parameter. However, there is a unrestricted consumption checkbox that will allow the consumption outside of the rule, but keeps pools in play. akash.mehta@servicenow.com

Written

82

When normalizing Discovery Models: If Software Install Path is not available, is it possible to see the name of the discovered .exe file? Sometimes the information discovered is not enuough to identify the software, and then the identification of the discovered product is almost impossible.

Windows Server license. Absolutely. Yeah, absolutely. Yeah, perfect. I got another one here too. And this is a, this is a more of an I Tom one, but it's interesting. Can you please show where software installation path can be located from reporting purposes Now we, I believe that you can still see software install path on the software install table. However, it's not always going to be populated, right. Your install path is going to be coming from your discovery source and it all depends on how your discovery source is being set up. So it's not going to be there in a lot of cases. I'm going to be honest, a lot of cases you're not going to get software install path unless you make some changes to your discovery source to be able to capture that data. So that's something I want to get into necessarily about how you would do that because that is a more of an I Tom thing. But software install path is not always available unless anybody else wants to comment on that. I think I'm pretty sure...

Recording

83

If my company utilizes ESX servers for hosting windows virtual machines, but the ESX host does not have windows server OS installed, should up in the installs requiring action for Server Datacenter? (My experience is that they do not and I would need to manually find & license each host)

parent product that has components in it, you you're going to be dealing with what's called components, right? So we have the parent product, which is corn infrastructure service suite. And the two components that comprise corn infrastructure service suite can be found in suite components. Here we have Windows Server Data Center and here we have Microsoft System Center data center above. Here we'll notice that we have what's known as the inference percentage, right? And what this does is when it comes to reconciliation, it stipulates the percentage of components that need to be present on the installed host for it to be inferred that it belongs to core infrastructure server suite. So a practical example of this would be the inference percentage. Right now is set to 50%, which means that if a host possesses one of these products as being installed on it, then it can be inferred that it belongs to the core infrastructure server suite product and it can utilize the entitlements found with...

Recording

84

what happens when we have only one discovery source .. how does Active install column set to true and false

it will be set to true since there is a single discovery source and there isn’t a need to deduplicate

Written

85

Is a SAM admin or licensing manager required, or can SAM be run by an existing ServiceNow Admin, and just add the additional workload?

case is adjust the inference percentage in core infrastructure server suite in order for reconciliation to then take advantage of your 2016, your Windows Server 2016 licenses. So, so this is a really good, a really handy tool in Yokohama that I think we can use to, to help you better understand how licensing is being done and actions that you can take in order to consume the licenses that makes sense for your organization. So that was all I had for you. I actually have the questions then. Then just for you, would you mind backing up and a couple of minutes how to get here? So can you just kind of review putting how you got to this screen? No, absolutely. So if we go to license operations under licensing products with install and then here's all the products that that we have with installations, right? And then we click in there and then here's where we're going to get that high level data around your install count and what's your consumption rates, your, your products, all that kind of...

Recording

86

How do I request an update to the Service Now Content Library? While doing a data integrity review on our entered software entitlement and software agreements in SAM Pro I found that IBM PPN D27CSLL showed up as IBM FileNet Content Engine, not IBM FileNet Content Manager Connector for Salesforce which is the correct product name, according to IBM’s quote to us and to their site recently.

Here is a KB that talks about how to sumbit a content update request.https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=0ccd3becdb08f8505a959c41ba961912

Written

87

where are those deduplication jobs located?

https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

Written

88

how can we confirm the sam_dedup job you referenced is running and operatnig as intended?

https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

Written

89

Where do you change LUM?

On the software model overview page

Written

90

That is hard to do because that software model includes both exempted and non exempted installs. for example a device can have java 1.8.411 installed but because IBM IBM MQ Advanced installed, that products allows the Java to be installed on the device,

Are you using ILMT for bundling and can the exempted Java be bundled into MQ advanced within ILMT? then you can leave the non-exempted software out of the bundle. Or are you using the the IASP solution with Discovery/SAM - we will need to enhance that for bundling java and other titles with IBM software.

Written

91

I'll definitely come off mute if possible.

think that we get something good to no, no, no, fantastic, fantastic. Yes, so, so yes, let's let's let's talk about inference percentages. So I would like to go to let's let's let's let's go to the software model while we talk about inference percentages and kind of how they function. Yeah, this is definitely a question we get a lot too. Yeah, yeah, we get that question a lot. It does really affect how, how, you know, you know, installs are getting consumed, right, or which entitlement is consuming which, which install. So it's, and then we'll do core infrastructure server suite. You know what I'm going to do the data center once it's set the one that that that we've been working with. Sure, that's fine. So whenever we're dealing with a product, a parent product that has components in it, you you're going to be dealing with what's called components, right? So we have the parent product, which is corn infrastructure service suite. And the two components that comprise corn infrastructure...

Recording

92

Earlier in the Q&A, a question was raised regarding SCCM metering. The response mentioned monitoring 5-10 apps at at time. Could you please expound on that answer? This seems like a really low count - esp. for larger organizations.

blisher part numbers from the publishers. So again, if you are confident that you have a publisher part number and you're not getting any results when you import it or you're getting results that you're very sure incorrect, submit a case. We'll take it from there. Now I did see a follow up question regarding, you know, when we say publisher part number is bringing in some information, what do we mean by that? That is by design. The part numbers are not going to give you the complete picture of your license position. They're going to give you essentially the license side of the picture. So that part number is going to create the entitlement and that part number is going to in turn, because it's in the content library, create the correct software model with the correct life cycle information and then the correct suite information, if that's applicable. That's what we mean by some information, and that's by design. The other part of the equation, the discovery model and then the install t...

Recording

93

Where can you see which parent relates to the child sw model - this is not shown?

med, right, or which entitlement is consuming which, which install. So it's, and then we'll do core infrastructure server suite. You know what I'm going to do the data center once it's set the one that that that we've been working with. Sure, that's fine. So whenever we're dealing with a product, a parent product that has components in it, you you're going to be dealing with what's called components, right? So we have the parent product, which is corn infrastructure service suite. And the two components that comprise corn infrastructure service suite can be found in suite components. Here we have Windows Server Data Center and here we have Microsoft System Center data center above. Here we'll notice that we have what's known as the inference percentage, right? And what this does is when it comes to reconciliation, it stipulates the percentage of components that need to be present on the installed host for it to be inferred that it belongs to core infrastructure server suite. So a pract...

Recording

94

Why doesn't last activity date populate in SAM workspace? Is there a better way to populate Visio and Project activity data in an automated way?

re too. And this is a, this is a more of an I Tom one, but it's interesting. Can you please show where software installation path can be located from reporting purposes Now we, I believe that you can still see software install path on the software install table. However, it's not always going to be populated, right. Your install path is going to be coming from your discovery source and it all depends on how your discovery source is being set up. So it's not going to be there in a lot of cases. I'm going to be honest, a lot of cases you're not going to get software install path unless you make some changes to your discovery source to be able to capture that data. So that's something I want to get into necessarily about how you would do that because that is a more of an I Tom thing. But software install path is not always available unless anybody else wants to comment on that. I think I'm pretty sure I'm right on that. But yeah, that's not always available. We have another one from an an...

Recording

95

All of the above. Trying to roll 1000s of child products is arduous.

ere and, and again for for those of you who who just joined, this is called the products with installs feature under licensing and license operations in the workbench. If if we click into the products and we open up the license usage, we can kind of see those layers that go into account when we are trying to marry your entitlements to your installation. So in this case, our, our next layer are the breakout of the various versions of this product. And then the third layer down here kind of gives us a story of OK of these installs, what's licensed, what needs some sort of action and what's being ignored. And if we click on these nodes, for instance, if I don't click on the required action, no, we understand the reasoning behind OK, these aren't licensed. These aren't licensed because the underlying CI where this install resides is missing its relationship with the physical host right and and reconciliation needs that information in order to properly map it or license it against your enti...

Recording

96

When we know some components are not listed under A5, which should be included, what is the best practice? Manually add the component or wait for the content lib to update

You can add the component. also create a case for it to be updated in library. the model suite definition will get updated automatically.

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97

If we are not using Reclamation Rules yet, but would like to either delete or deactivate an install on the SW Table when there is an event with CI, could we automate a solution? Such as, when the user gets removed from the Assigned To field, flip related SW installs to inactive or delete them from the table.

ut definitely I would, Eric, I would encourage you to look at our from set up to success video for Software Asset management or ask a Ranger if, if, if we're ready to start Sam Pro. Well, I got one more if you want Brad, please. And this is what I, yeah, it's an interesting 1. So it says we are not using reclamation rules yet, but would like to either delete or deactivate an install in the software install table when an event with ACI could happens, for example, when the user gets removed from the assigned to field lip related software installs to inactive or delete them from the software install table. And the reason I wanted to answer this is that's an extremely bad idea, right? Because if you if that that that particular use case, I should say, if just because a user gets unassigned from a device does not mean the software is not still in your environment, right? You are still required to pay for that entitlement. I don't care if it's not assigned to anybody, it's still on there. Yo...

Recording

98

Once we connect Azure SSO to pull back data, where will that data populate in Workspace? I have a feeling something is broken, but need to understand what I'm expected to see.

ntially. So ServiceNow offers multiple ways to get your SAS licensing information. We offer, of course, these direct integrations. There's over 30 out-of-the-box right now. I think it's near 40 now. But the point is, is we offer a bunch. We also offer what's known as software license or SAS license connections, which is the ability to set up an integration that isn't included in those 30 to 40 out of box. And then we offer 1/3 option, which is single sign on, which is if you're using Octa or Microsoft Intra ID as the single sign on for people to access the various SAS applications, that's an option. So three options where do you start? Here's where I recommend starting and by you know we as service now do you know specifically which SAS applications you want to get a license position for? If you know that answer, then take a look to see if we offer the direct integration for that product. So if I'm going to use a fictitious name here, let's say I want to get SAS application beta. I wan...

Recording

99

what is best way to troublshoot if unlicensed installs in Workspace does not match up with what you think it should be based upon Software Model/License entitlement. I have reviewed license metric and it is correct but unlicensed installs in workspace does not seem to line up correctly for a user based license with unlimited installs per user

ence as well. So I think we're going to go ahead and get started. My colleague Ben, I'm going to turn it over to him. He's going to showcase some functionality that is on the Yokohama release. But I think it's going to be very relevant to a lot of questions that we get in terms of ensuring that our installs are being accounted for in our software entitlement. So Ben, would you mind taking it away? No, absolutely. So this is actually going to be a preview to an Ask a Ranger video one day. So no, absolutely. This is let me let me share my screen. And as I'm sharing my screen, this is something, this is a question that that we get asked all the time around wanting to understand not only the install footprint of a product, but understanding how those installs are consuming the entitlements that we have. Sometimes for some customers, it doesn't make sense how that happens. So we have this feature in the workspace. I wanted to go over it with you guys as you're thinking about your questions ...

Recording

100

Follow up question on the recommendation of having either SSO or direct integration for SaaS. Why not having both? The SSO to have a general overview of all SaaS logins and the direct integration for the SaaS application, where I would like to have additional information?

You will only want to have one or the other- or else you will have dup entries

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101

To follow up to that question -- So, if we are not doing metering in SCCM, but using reclamation rules with SAM Pro only - are we safe to do more than 5-10 apps?

ut definitely I would, Eric, I would encourage you to look at our from set up to success video for Software Asset management or ask a Ranger if, if, if we're ready to start Sam Pro. Well, I got one more if you want Brad, please. And this is what I, yeah, it's an interesting 1. So it says we are not using reclamation rules yet, but would like to either delete or deactivate an install in the software install table when an event with ACI could happens, for example, when the user gets removed from the assigned to field lip related software installs to inactive or delete them from the software install table. And the reason I wanted to answer this is that's an extremely bad idea, right? Because if you if that that that particular use case, I should say, if just because a user gets unassigned from a device does not mean the software is not still in your environment, right? You are still required to pay for that entitlement. I don't care if it's not assigned to anybody, it's still on there. Yo...

Recording

102

We have enabled the Oracle GLAS data discovery pattern for the Oracle publisher pack. We see the given tables in the document receive the data after GLAS data discovery. How to validate that successful configuration of Oracle publisher pack

resting. Can you please show where software installation path can be located from reporting purposes Now we, I believe that you can still see software install path on the software install table. However, it's not always going to be populated, right. Your install path is going to be coming from your discovery source and it all depends on how your discovery source is being set up. So it's not going to be there in a lot of cases. I'm going to be honest, a lot of cases you're not going to get software install path unless you make some changes to your discovery source to be able to capture that data. So that's something I want to get into necessarily about how you would do that because that is a more of an I Tom thing. But software install path is not always available unless anybody else wants to comment on that. I think I'm pretty sure I'm right on that. But yeah, that's not always available. We have another one from an anonymous attendee question about inactive installs. And I, I, I assum...

Recording

103

Regarding SSO : there are Okta and EntraID integrations ? ... that provide similar functionality as the integrations that populate the Subscription table ?

blisher part numbers from the publishers. So again, if you are confident that you have a publisher part number and you're not getting any results when you import it or you're getting results that you're very sure incorrect, submit a case. We'll take it from there. Now I did see a follow up question regarding, you know, when we say publisher part number is bringing in some information, what do we mean by that? That is by design. The part numbers are not going to give you the complete picture of your license position. They're going to give you essentially the license side of the picture. So that part number is going to create the entitlement and that part number is going to in turn, because it's in the content library, create the correct software model with the correct life cycle information and then the correct suite information, if that's applicable. That's what we mean by some information, and that's by design. The other part of the equation, the discovery model and then the install t...

Recording

104

Is it advisable to implement SAM in an organization that primarily uses SaaS products, especially when most Vendors/Manufacturers don’t provide APIs for retrieving user subscription and usage data, or require premium tiers for such access which the company doesn't have?

It is important to understand an organizations Software Estate regardless if it is primarly SaaS or not. There is overlapping software, the need to reclaim unused software. You can use SSO to start and direct connections where appropriate

Written

105

Do integrations need to be updated with each contract renewal?

no - only if credentials change

Written

106

when a PPN does not create the suite components expected, should a CR be opened?

open a Support ticket

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107

the PPN does bring in some information about the entitlements and the software model.→ This response is uncertain. What do you mean by some information. Sorry but I am trying to be finicky about data accuracy.

the PPN does not bring in all the entitlement information - it only shows the software info - licnese metrics,downgrade rights, etc. You will need to add the quantity, etc

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108

you mentioned installation path before, why doesn't SN discovery bring in the installation path. This is major issue that should be addressed. The first thing we are asked when software is being removed is where is it installed.

w whether or not we were trying to kind of make like an approved software list where we have owners maps to each component. I didn't know whether or not this was a end of life use case where we want to understand the components of a software and how their end of life may map to a parent. We, we, we mentioned child products. So I assume it's not we, we, we, we do compliance at the licensable product type level, not necessarily the child level. So I just wanted to see if I can understand the use case a little better here. Generally the content library for child products, because there are some child, quote UN quote, child components that are licensable, right? If you think of like SQL Server, there's what 7 difference 7 or 8 different products and it depending on how you break those out and how do you install them in an environment like 3 or I can't remember, 3 or 4 of them are licensable. So you could have like SSRS, the reporting services on one server, but the SQL Server database on a...

Recording

109

On a seperate topic, Is there a way to normalize a vendor without the system later de-normalizing the vendor in the Company table?

ybe this is one that, you know, if if Lewis is up for it, if he wants to come off the mic just so I can under just so I can make sure that I understand the use case. But the question is using SANP, we have many discovery models with corresponding publisher products with match not found. We manually normalize them. But when Red Hat Enterprise Linux is discovered, it could include hundreds or even over 1000 child product. Every product includes a product owner. We should not have to manually associate child products with the parent. We need to understand a better way in which these products can be rolled up under the parent product model. So I, I just wanted to make sure that I was understanding the use case. I, I, I didn't know whether or not we were trying to kind of make like an approved software list where we have owners maps to each component. I didn't know whether or not this was a end of life use case where we want to understand the components of a software and how their end of li...

Recording

110

How about the fact that Adobe Acrobat is also included in AllApps?

bservation to keep in mind on the business side of this. Let's see, Sean, anything, Ben, anything getting? There's one that kind of ties in a bit to this, to the software usage. So I'll just kind of jump in on that, right? Have we introduced to ServiceNow, introduced a way to accurately track Adobe Acrobat Pro usage? To my knowledge, no, I don't think. And it's not because of service now, it's because of the data available in Adobe. Now, don't get me wrong, I have not been in an Adobe portal in a long time. It's been a while, but that data is generally not available from Adobe. So if Adobe is not making the data available, we really can't grab it. And there's a question here that maybe Akash or Rohit can answer on it as well. Does because I don't know or maybe Ben the the recommendations I know like on Microsoft, we recommend, hey, you can, you can use an E3 instead of an E5. Is there something like that for Adobe in terms of like, can you use Adobe Pro because you could actually get a...

Recording

111

How would you recommend turning on metering in SCCM to get last activity used in ServiceNow - Best Practice Yes. This was answered partially. Any ideas on how to turn on the metering on the SCCM side. Would we go directly for the specific exe.?

tices, product success, the Ranger videos that we know that you all know so much. You've got the authors on this call. So there was ever a time for you to open up that Q& A widget on your Zoom app and ask your question about ServiceNow Software, Asset Management, how to use certain things, what are recommended best practices. This would be the time. We will do our best to answer as many as possible. We get a lot of people that attend these, so we'll do our best. If we don't get to your question, you can post to the community forum and you can of course, join the next occurrence as well. So I think we're going to go ahead and get started. My colleague Ben, I'm going to turn it over to him. He's going to showcase some functionality that is on the Yokohama release. But I think it's going to be very relevant to a lot of questions that we get in terms of ensuring that our installs are being accounted for in our software entitlement. So Ben, would you mind taking it away? No, absolutely. So ...

Recording

112

Thanks Akash. I will connect

as useful for everyone, but I do want to be mindful of time. We're a minute over here. I want to thank everyone for joining and we'll see you again next month. Have a great Memorial Day for those of you in the States and then everyone else in the world. Have a have a great rest of the week as well. Thanks everyone, Talk to you soon. Thanks everyone. Bye bye.

Recording

113

Are there recommendation or best practice that Service Now can suggest on how to deal with software that is being used in a sandbox environment or test environment or software packaging environment that are only used temporary because it is only going to be used for testing for the day or short term use. This is to avoid unintended costs?

ee products, we're going to get a win with these and then we're going to move on to the next ones. So I think that's something to keep in mind. As you know, we kick off the summer here because who doesn't want to optimize software licenses during the summer months? I know I love it. Now, my biggest recommendation on optimizing though, is always to the customers is like, make sure you have a way to put it back quickly. If you're going to reclaim, make sure you can get it back because inevitably it's going to get reclaimed for somebody you shouldn't have or got something and you need to get it back. Exactly. Sure. So especially in the summertime when people are away, Brad, you know, that's right. The guy was away for two months. Why did you take my stomach away? I need to do my job. So yeah, I saw another question of. I'll answer it live here. I'll summarize it. Someone asked the question of obviously like all ServiceNow products, Software asset management resides on the AA platform for ...

Recording

114

For the question about Adobe Reader vs Standard vs Pro, we do have our ACC-V updated to recognize the difference. And the Content Library has been updated based on that. Don’t know if other discovery tools can recognize the different between them. Adobe doesn’t make it easy: https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/identify.html

on it as well. Does because I don't know or maybe Ben the the recommendations I know like on Microsoft, we recommend, hey, you can, you can use an E3 instead of an E5. Is there something like that for Adobe in terms of like, can you use Adobe Pro because you could actually get away with using Adobe Reader instead. Is there anything? I know there's one like it, but but but it's more around the consolidated subscriptions where if we have, you know, an individual utilizing, I don't know, greater than 3 Adobe applications. Maybe these can be consolidated into one Creative Cloud all apps sub sub subscription that are three individual. I, I, I know we have something like that going the other way instead of yeah, I, I don't, you haven't seen anything on that one in terms of reader etcetera. But I didn't know if if maybe Akash knows. No, not not on the the reader port portion. As Ben mentioned, we do look at the single app versus the all apps type of subscriptions and and try and optimize base...

Recording

115

Has anyone managed to get software usage for Thinkcell Add In? If yes what was the discovery source?

many components that are listed here need to be present to consume that entitlement. So let's, let's let's take a step back because I think this is this is a lot of great practical information. And I think so Sean, Ben, Sean, I'll start with you. Regardless of what version of the same release that anyone on this calls on, when it comes to those Swing components and inference percentages and their journey in terms of understanding how to use them and ensuring that they have it configured not only correctly from a licensing perspective, but also if there's a scenario where they want to configure it to match their internal objectives. What would you recommend, whether they're on Yokohama or Xanadu or any put that to the side. What are your two or three observations for everyone here? Yeah, exactly. And that's good. And again, yeah, inference percentage has been around since the inception of Sam. The only thing that's new for inference percentage is I think in Yazanity, it released the num...

Recording

116

When will the new TechSmith part numbers be added to the ServiceNow catalogue?

we are adding new part numbers daily, if you have new TechSmith PPN that is not inContect Library - please open Support ticket.

Written

117

From a maturity standpoint is it feasible to start with entitlements and installs vs. going all the way to service catalog for requesting SW? We didn't do it initially because we need to do analysis of what is currently in our service catalog before putting that piece in place.

Rhonda - yes, it is feasible. The question is what are the pros/cons. 1) Starting with Entitlements - this allows to see what you own and as you are getting normalized discovery models; recon will show you what you license position looks like 2) Starting with SW Catalog - good way to start recording the requests - but without entitlements it will be difficult to know what you have available to license overall, it depends on what you have avaliable from a data perspective. The workflow for catalog items is considered a one time setup and publishing to the catalog should be fairly easy once the workflow/flow is setup. However, the analysis and data gathering excercise could be time consuming. There isn’t a one size fits all answer here; kind of depends on what is important for your organization

Written

118

'@Brad - So when importing using templates , is it better to use PPN , or fill out the remaining 4 fields viz. Publisher, Product, Version , Edition to maintain accuracy? In my opinion - filling out Publisher, Product, Version , Edition will keep it accurate but it will take me huge time and effort to create that import template, whereas using just PPN is expedient.

ou want to do in your case is adjust the inference percentage in core infrastructure server suite in order for reconciliation to then take advantage of your 2016, your Windows Server 2016 licenses. So, so this is a really good, a really handy tool in Yokohama that I think we can use to, to help you better understand how licensing is being done and actions that you can take in order to consume the licenses that makes sense for your organization. So that was all I had for you. I actually have the questions then. Then just for you, would you mind backing up and a couple of minutes how to get here? So can you just kind of review putting how you got to this screen? No, absolutely. So if we go to license operations under licensing products with install and then here's all the products that that we have with installations, right? And then we click in there and then here's where we're going to get that high level data around your install count and what's your consumption rates, your, your prod...

Recording

119

How do you meter subscription applications?

you can do this thru SCCM or ACC-V

Written

120

SQL servers have no Edition value. how to correct please?

Anna, pls create a case. Discovery should be picking up editions.

Written

121

What about the option in software models: Publish to service catalog There is the only option to choose categories but not topics from the taxonomy? Will there be an update for this mistake?

There's over 30 out-of-the-box right now. I think it's near 40 now. But the point is, is we offer a bunch. We also offer what's known as software license or SAS license connections, which is the ability to set up an integration that isn't included in those 30 to 40 out of box. And then we offer 1/3 option, which is single sign on, which is if you're using Octa or Microsoft Intra ID as the single sign on for people to access the various SAS applications, that's an option. So three options where do you start? Here's where I recommend starting and by you know we as service now do you know specifically which SAS applications you want to get a license position for? If you know that answer, then take a look to see if we offer the direct integration for that product. So if I'm going to use a fictitious name here, let's say I want to get SAS application beta. I want to get my subscription count for that product, then check to see if we offer direct integration for it. If we do, I would recomme...

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122

the PPN does not bring in all the entitlement information - it only shows the software info - licnese metrics,downgrade rights, etc. You will need to add the quantity, etc  → Yes, I need to fill out the quantity myself, thats understandable.

and get started. My colleague Ben, I'm going to turn it over to him. He's going to showcase some functionality that is on the Yokohama release. But I think it's going to be very relevant to a lot of questions that we get in terms of ensuring that our installs are being accounted for in our software entitlement. So Ben, would you mind taking it away? No, absolutely. So this is actually going to be a preview to an Ask a Ranger video one day. So no, absolutely. This is let me let me share my screen. And as I'm sharing my screen, this is something, this is a question that that we get asked all the time around wanting to understand not only the install footprint of a product, but understanding how those installs are consuming the entitlements that we have. Sometimes for some customers, it doesn't make sense how that happens. So we have this feature in the workspace. I wanted to go over it with you guys as you're thinking about your questions to, to ask us if we head over to the Software ass...

Recording

123

how do you find the ask a ranger channel?

https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0

Written

124

Can you link the video for the start to finish SAM PRO?

https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0

Written

125

we use the IASP solution for discovery

resting. Can you please show where software installation path can be located from reporting purposes Now we, I believe that you can still see software install path on the software install table. However, it's not always going to be populated, right. Your install path is going to be coming from your discovery source and it all depends on how your discovery source is being set up. So it's not going to be there in a lot of cases. I'm going to be honest, a lot of cases you're not going to get software install path unless you make some changes to your discovery source to be able to capture that data. So that's something I want to get into necessarily about how you would do that because that is a more of an I Tom thing. But software install path is not always available unless anybody else wants to comment on that. I think I'm pretty sure I'm right on that. But yeah, that's not always available. We have another one from an anonymous attendee question about inactive installs. And I, I, I assum...

Recording

126

when the asset is retired, does the workflow remove the software automatically

Yes - there is a business rule that you would want to check if it is still active

Written

127

What role is required to modify workflows?

r next layer are the breakout of the various versions of this product. And then the third layer down here kind of gives us a story of OK of these installs, what's licensed, what needs some sort of action and what's being ignored. And if we click on these nodes, for instance, if I don't click on the required action, no, we understand the reasoning behind OK, these aren't licensed. These aren't licensed because the underlying CI where this install resides is missing its relationship with the physical host right and and reconciliation needs that information in order to properly map it or license it against your entitlement. These are all licensed. These are green, these are good to go. And then these are ignored. And this gives you the story behind OK, The reason why these are ignored is because these are inactive installs, right? So that's this layer, this this this layer is letting us know, OK, of your population, what's being licensed or what's not being licensed. Aligned in this botto...

Recording

128

'@Bradford Blair - So when importing using templates , is it better to use PPN , or fill out the remaining 4 fields viz. Publisher, Product, Version , Edition to maintain accuracy? In my opinion - filling out Publisher, Product, Version , Edition will keep it accurate but it will take me huge time and effort to create that import template, whereas using just PPN is expedient.

ou want to do in your case is adjust the inference percentage in core infrastructure server suite in order for reconciliation to then take advantage of your 2016, your Windows Server 2016 licenses. So, so this is a really good, a really handy tool in Yokohama that I think we can use to, to help you better understand how licensing is being done and actions that you can take in order to consume the licenses that makes sense for your organization. So that was all I had for you. I actually have the questions then. Then just for you, would you mind backing up and a couple of minutes how to get here? So can you just kind of review putting how you got to this screen? No, absolutely. So if we go to license operations under licensing products with install and then here's all the products that that we have with installations, right? And then we click in there and then here's where we're going to get that high level data around your install count and what's your consumption rates, your, your prod...

Recording

129

how to handle microsoft 365 versioning licensing ?

https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 check out videos on the Ask A Ranger video series

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130

We recently see for the Software Products; wrong Publisher is getting mapped. Also, for few we see Product and Publisher is correct, however discovered publisher is wrong. what can be reason? like is it with content request we need to do something?

oining. This is Brad. This is the May. I was thinking it's June, not quite yet. This is the May Sam office hours. We'll, we'll get started in about a minute here. Just give a chance for everyone to file in. As a reminder, the scoping for this call will be any and all questions related to ServiceNow Software Asset Management. So those are what we're here for. We've got the the best and the brightest here from the product team and emerging practices, product success, the Ranger videos that we know that you all know so much. You've got the authors on this call. So there was ever a time for you to open up that Q& A widget on your Zoom app and ask your question about ServiceNow Software, Asset Management, how to use certain things, what are recommended best practices. This would be the time. We will do our best to answer as many as possible. We get a lot of people that attend these, so we'll do our best. If we don't get to your question, you can post to the community forum and you can of co...

Recording

131

Can we submit questions to the Rangers for their videos too?

. It's the part number from Big Blue. It's the part number from the company in Seattle, whoever it may be. Yet that publisher part number when you pull import it into ServiceNow is not, it's either A, not giving you a result or B, it's giving you a result that you are very confident is not correct. Submit a support ticket. So what what I laid out there in that was that the caveat, the key thing there is that it's a part number from the publisher. So that is what we prioritize our content library on. We recognize that there are other third parties out there that create part numbers to ensure that we have a scalable content library that can be used by all, We look at publicly available publisher part numbers from the publishers. So again, if you are confident that you have a publisher part number and you're not getting any results when you import it or you're getting results that you're very sure incorrect, submit a case. We'll take it from there. Now I did see a follow up question regar...

Recording

132

Can you please make the chat copy-able?

So this is functionality that's available on Yokohama, correct? Yes. OK. So for those of you wondering why you don't see it in your instance, if you are not yet on Yokohama, that is why. So when you upgrade the Yokohama or later, this will be waiting for you. And then one reminder administratively, please post your questions via the Q& A button in your Zoom application. I recognize that there's the chat functionality. Please post them in the Q& A because that helps us organized through them. So if you already posted in chat, feel free to just type it again in Q& A and we'd we'd appreciate that. So to, to round this up, Ben, maybe just show everyone one more time because I think we had a, a good number of people join late. What what Ben's showing here is some functionality on Yokohama. The reason why we're showing it to you all is because it helps you understand, hey, where do I have installs of any software product that seem to not be taken into account with my reconciliations? Our est...

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Just as a follow-up, in our environment, if a user gets removed from the Assigned To field of an asset, that asset will Not be redeployed until it is reimaged.

Pro. Well, I got one more if you want Brad, please. And this is what I, yeah, it's an interesting 1. So it says we are not using reclamation rules yet, but would like to either delete or deactivate an install in the software install table when an event with ACI could happens, for example, when the user gets removed from the assigned to field lip related software installs to inactive or delete them from the software install table. And the reason I wanted to answer this is that's an extremely bad idea, right? Because if you if that that that particular use case, I should say, if just because a user gets unassigned from a device does not mean the software is not still in your environment, right? You are still required to pay for that entitlement. I don't care if it's not assigned to anybody, it's still on there. You still have the ability to use it. You still have to pay for it. There are there are flows like if any people haven't checked out the reclaim asset flow, right? That's a great ...

Recording

 

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