SAM Office Hours Q&A June 2026 | AMS/EMEA Session

Kieron Dean · 4 hours ago

About This Document

SAM Office Hours is a monthly live Q&A session where ServiceNow customers can ask questions about Software Asset Management directly to product experts.

Session date: June 16, 2026
Questions: 89 total (37 written, 29 extracted from recording, 23 unanswered)
Answers marked as "Extracted from Recording" were processed using AI transcription and extraction
While every effort has been made to ensure accuracy, extracted answers may contain inaccuracies or miss nuances from the original spoken response

Questions & Answers:

#	Question	Answer	Source
1	Is there best practice documentation to help have the discussion with procurement on the data elements required to create entitlements?	There is not a formal best-practices document for this conversation with procurement, though there are a couple of relevant videos in the 'Ask a Ranger' series on creating entitlements. Consider going through and listing the elements that matter for your organisation: mandatories such as publisher part number, software model, description, unit cost, total cost and warranty periods, plus anything else relevant to your reporting needs (cost centre, department, location, etc.). A good starting point is to pull down the entitlement upload template, which lists the columns needed to upload entitlements -- a useful basis for that conversation. If you are licensed for Now Assist, the new contract entitlement extraction capability (landed in the Australia release) can also process contract PDFs/scans from procurement directly and extract the entitlement data for you.	Extracted from Recording
2	Within SAM Pro we are able to find a table sam_sw_product_lifecycle.list that shows individual software versions' Lifecycle Phases as "General availability, End of Life, End of Support, and End of Extended Support". Is there anywhere within SAM / ServiceNow that reflects the most current version of each software product in a list or report?	Unfortunately, N-x is not something that we have OOTB. Theoretically, you can get to it by sorting all the versions based on GA dates (the latest GA dated will be associated with thelatest version). However, there might be challenges there (e.g., some versions are missing, some GA dates are missing). This is on our radar--would love to understand your use-cases better.	Written
3	If using Custom License Metrics and the Resource Value table, will the software installs still show against the respective software model?	These are unrelated concerns -- installs show against your discovery models regardless of licence metric. Adding a custom licence metric to the entitlement does not change the DMAP link between the software model and the discovery model, so you should still see and be able to drill into installations normally.	Extracted from Recording
4	In the SAM Software Installations table (cmdb_sam_sw_install.list) we were able to find that the "Is Active" field showing True/False is sometimes dependent on the "Last Scanned" field and only updates when "Last Scanned" is 90 days past. We removed software from user devices, verified the software is no longer showing in SCCM, and the "Last Scanned" date is not changing from the date when the software was removed. (Ex. one device we removed software on March 24th, it still shows "Last Scanned" as 3-24-2026 and Active Install). Is that 90-day-period recommended to keep within SAM, or is that something recommended to be updated from the out-of-box SAM workspace?	In SCCM, the 'last activity' field (which maps to Last Scanned if the transform is set up correctly) needs to be cleared at the start of a new scan job; if it is not cleared, it just carries over the old value even after software has been removed. ServiceNow will not blank this field for you -- it has to be cleared on the SCCM side as part of your removal/cleanup process (e.g. via script or SCCM action). Check with your SCCM administrator to make sure the field is being cleared for removed software so 'Is Active' reflects reality.	Extracted from Recording
5	In our SAM workspace we have had internal debate when inputting multi-year contracts regarding what the standard process should be when reconciling a publisher. For example if we input a 5-year contract: if we put the full contract term and full cost in the entitlement with the 5-year Unit Cost and Total Cost, different fields in the "Software asset analytics" section - such as Over-licensed amount, True-up cost, and Total spend - reflect the 5-year Over-licensed amount, True-up cost, and Spend. We would just want that information displayed in an annual Over-licensed amount, True-up cost, and Spend within our analytics. Does it make sense to just input contract dates annually, even on 5-year contracts, to keep our numbers at a better reflection of annual cost? Is there any middle-ground solution or configuration we can do so there's a "meet in the middle" representation of our cost (ex. adding tables to the "software asset analytics" section in the SAM workspace)?	Put it in as the actual multi-year contract (e.g. a 5-year contract), and create your entitlements from year one; when you do true-ups at the end of each year, add those as additional purchases/entitlements going forward. Splitting into five separate one-year contracts instead is not recommended.	Extracted from Recording
6	Hi, I'm having an issue with install mapping in SAM Pro and hoping someone can point out what I might be missing. I've renormalized my discovery model to match the attributes of the target software model, and when I use Show Matching Discovery Models on the software model's related list, my manually normalized discovery model appears correctly. However, when I run reconciliation, the installs are not mapping to the entitlement associated with that software model — despite the entitlement being active and within its subscription term dates. Is there anything else that needs to be in place for reconciliation to pick this up correctly? Are there any business rules or scripts that need to be triggered? Any pointers would be appreciated.	are your entitlements attached to a PPN (and if they are, are they attached to the DMAPs)? generally, even without DMAPs, the association should happen as long as the product matches and the version and/or edition conditions match as well.	Written
7	I was just notified by our ITOM team that our version of Vcenter (9.1) is not being supported by ServiceNow and we need this for event-based discovery for our sub-capacity licensing. Vcenter v9.x has been out since June 2025. Why is this not being supported by ServiceNow as this is a major product and needed for sub-capacity licensing	This is an ITOM/discovery-support question rather than a SAM one, so the panel could not answer it on this call -- best to raise it in the ITOM community.	Extracted from Recording
8	Missing full access to Global Content LibraryAccording to documentation only relevant software from global Content Library is imported to our Local Content Library and can be used when e.g. normalizing Discovery Models. However it should be possible to lookup products from the Global Content Library using Software Models, and when activated here, the product should be moved from Global to Local Content Library. However, when we search for products in Software Model, we only see our local Content Library, and cannot access the global Content Library, therefore we are not able to activate products from Global to Local content lib. We have earlier been able to access global Content Lib via Software Model but not anymore - I'm not sure but maybe it is in connection with the upgrade to Zürich?Is this by design or an error - either in our instance or a general error? Or am I going about accessing the Global Content Lib the wrong way?	Software Models table is instance-specific (i.e., specific to you). You will want to go to either the Content Lookup module on Software Asset Workspace, or go directly to the content tables (e.g., Software Product —> samp_sw_product)	Written
9	We have several Atlassian environments and want to segregate the entitlements based on the environment. What is a best practice for segregating those entitlements?	you can also use Install Conditions, obviously assuming you create separate entitlements (and separate software models)	Written
10	Very new beginner here.. I have SAM Foundation and would love to find the documentation that shows the proper data flow from start to finish for tracking software titles. Do I start with a contract? Is that required? Do I go through the process of normalizing discovery from our SCCM and start with what that gives me? I feel like I jumped into an ocean and I’m not sure exactly where to go first.	https://learning.servicenow.com/lxp/en/pages/now-learning-get-certified?id=amap_detail&achievement_i...	Written
11	Hi! With regard to the Adobe Cloud integration - or any other integration profiles for SAM - is there a basic Architecture diagram that ServiceNow can make available for customers to build from? As this is an OOB and non-custom integration, I was hoping for something that could be used for our security/architecture requirements for implementation.	No formal architecture diagram exists currently (something the team would like to produce). At a high level: SaaS integrations write subscription data to the SAM SW Subscription table by default; depending on the integration, some also write to the SaaS Feature Usage table, and M365 additionally has its own M365 Usage Report table and also writes to the Software Usage table. So several tables can be involved depending on the integration, but subscriptions themselves always land in the SAM SW Subscription table.	Extracted from Recording
12	ServiceNow Support told me that if I have duplicate models appearing after it has been created by ASN, this occurs because after its discovered, it checks back to see if the model, name, model# exists and if it doesn;t then it will create one. The suggestion was to wait for it to get discovered and the duplicate model get created, then use that newly created model as the main model and move all my assets over to the new one. Is that true?	Without seeing the specific instance it is hard to say why -- it could be any number of reasons. Best path is to raise a support case so the team can investigate; if it turns out to be a genuine product limitation, it will be escalated to the dev team to look at a short- or long-term fix.	Extracted from Recording
13	Please can you show us how we can use now assist in SAM ?	No dedicated overview resource exists yet, but there is already a video on the AI contract-entitlement import feature, and a new weekly ~30-minute 'Now Assist for SAM' webinar (mirroring the existing HAM one) is starting in the next couple of weeks -- registration links will be shared on the community when available.	Extracted from Recording
14	On the Software Asset Workspace Overview page, both the 'Publishers out of compliance' and 'Products out of compliance' widgets navigate to the same License Usage page for Publishers (not Products) when clicked, with no filter applied. Is that the intended behavior, or should each widget be passing a filter on click? We tested on a fresh PDI and got a legacy list view instead, which is what made us unsure		Unanswered
15	I read about Nexthink CMDB Connector Store app and our company is planning to evaluate Nexthink for other reasons. Can any of you share your experience with this connector to use the software Install data and metering data for SAM compliance and reclamation?	No direct experience to share yet, but this comes up a lot -- Nexthink is understood to collect local/usage-type information, and the team that builds ServiceNow's service graph connectors is continually evaluating which connectors suit which use cases; the panel will follow up with more detail on a future office hours. In the meantime, if you have usage data from a source without a direct integration, you can still bring it in manually via a transform directly into the Software Usage table.	Extracted from Recording
16	The entitlement template does not have field definitions available	Field-level definitions do exist in the documentation for software entitlements -- every field on the form is described there. For publisher-pack products, values like vendor group, licence metric, licence type, agreement type and PPN come from the pack; for smaller/non-publisher-pack products, hover help (the '?' icon next to each field, if enabled in properties) explains what is expected. It is also worth having procurement or the software asset manager directly involved in negotiations so the right data (PPN, software model, agreement type, licence type, rights purchased, licence metric/group, or for subscriptions the UPN/ID/domain) is captured on the entitlement from the start.	Extracted from Recording
17	We have a licensing scenario for certain products where a single purchase includes both a software quantity entitlement and an additional concurrent/floating user entitlement.For example, for a product like PiWeb Monitor, one purchase provides:* A specific product quantity/license entitlement* A defined number of concurrent (floating) users or tokensIn ServiceNow SAM Pro:1. What is the recommended way to model this type of entitlement structure?2. Should we create separate entitlements for the base product license and the concurrent/floating user licenses, or should both be managed under a single entitlement?3. Which license metrics should be used in this scenario for the product quantity versus the concurrent/token-based usage?4. How does reconciliation work for concurrent or floating licenses when usage data is required?5. if the same product has multiple editions purchased (for example Standard, Professional, or Enterprise editions), is it recommended to create separate entitlements for each editi		Unanswered
18	I have a software title that I purchase as a bundle. The discovery sources bring in the individual titles. The entitlement with the SAM Workspace is showing over-allocated due to this issue. I added the individual products (the discovered product) as suite parents but the products still don't seem to be related in the workspace. What can I do?	Check the inference percentage on the suite's software model -- you need to define how many of the individual titles (e.g. 2 of 5, 3 of 5, etc.) should trigger suite-based consumption, and make sure the entitlement is set up against the suite's software model rather than the individual ones.	Extracted from Recording
19	A strategy question: Has ServiceNow found that the SAM app roadmap is being influenced by customer demand for fully autonomous SAM, or automation and AI assistants to augment SAM personnel? We hear a lot about AI in the platform. Is a future goal to have a fully AI solution for a SAM program, not just a tool? Okay to say not sure, just seeing if there are updates on vision.	Yes, and it is not far off -- ServiceNow showcased AI Specialists at Knowledge, essentially digital teammates that autonomously orchestrate AI agents within your SAM/HAM team. These are currently in controlled availability for SAM, moving to general availability once that phase completes (expected this year). This mirrors similar moves across other business units (e.g. ITSM's zero-touch service desk agents). More detail will be shared on the community and via office hours as it becomes available.	Extracted from Recording
20	What am I doing wrong, if when I have an SSO Application connected, and the subscriptions come in, but the installations are also coming in to the CMDB, but both are counting against licenses in the Software Asset Management (doubled).	Hi Leah, SSO integrations are primarily designed for SaaS applictions, where there should not be any installations…. the recon engines hould only count either sunscriptions OR installs, but not both - at least for the same software license. Per subscription counts subscriptions, Per device, per user etc. will count based on installs	Written
21	when we clear the SCCM date for the installation table -- will the installation record eventually disappear?	No. ARchive those records and they will not count on license consummption	Written
22	For the MSFT Entra SaaS connector, does it actually feed in data for license compliance / optimization, OR is it only for shadow IT / understanding where users are authenticating?	check in ITOM community	Written
23	Hello, cannot see if there is any presentation	there is no presentation, we’re just answering all questions on this Q&A window	Written
24	(Workspace, sorry)		Unanswered
25	Has there been any success with pulling date last used from SSO analytics for an organizations SSO enabled applications?	If an organization has fronted their SaaS apps with an enterprise authentication service (SSO), ServiceNow has connectors to grab usage information from the SSO (Azure AD or Okta) for those software subscriptions. This is the primary mechanism for pulling last used / last activity data for SSO-gated apps	Written
26	We are in the process of cleaning out duplicate and unneeded software models. Since we DO NOT track according to version for most of our titles, do we need the software models created for downgrade rights? Since the system automatically creates them, I imagine there is more purpose to them then I realize. Can I just move the Discovery Models to the generic software model and delete the downgrade right models, or do we need to keep the downgrade right models in the system and just set their LUM to false?	Recommend keeping the downgrade-rights models rather than deleting them -- the DMAP relationships are what link one software model version to another (e.g. so the system knows a version's downgrade path), and removing them would mean losing that linkage and having to manage it all manually. It is also what lets an entitlement automatically roll forward to a new version's software model when your agreement entitles you to the latest version. Recommend leaving the structure as-is unless there is a specific reason to remove them.	Extracted from Recording
27	We have a relatively new install, back in January. Looking at our usage data I see usage data for people that have used the software since that date, but people who have not used the software since before the products beginning (like December) never show up in usage (only in installs) so the reclamation rules never include the non-users.	This is expected -- usage builds up from when data collection starts (e.g. from SCCM metering); it is not backfilled historically, so no usage before your install/rule start date is normal. If there has been no new usage since January and you are now in June, that is a good signal the software genuinely is not being used, based on your reclamation threshold (60/90/120 days) -- do not expect accurate historical usage from before you started collecting it.	Extracted from Recording
28	We set in the SAMPro a 60 days setting to remove if not found in our discovery tools due to this SCCM issue just talked about		Unanswered
29	How do you feel using the Okta SSO direct integration is used best as intended by the SAM product team? I see that there is a limit in how far back the last login date is tracked (60 days). So it doesn't seem to be compatible with many of the reclamation workflows. Was reclamation automation the intent, or just to be used as an information reference?	Recommend using SSO integration where you want visibility into SaaS products you are not doing a direct integration with -- it gives you last-used information so you can make informed decisions on licence need, complementing direct integrations as another data source.	Extracted from Recording
30	How to meter concurrent license usage peaks via SCCM data:We have a need to meter peak usage of products using concurrent licensing. We know that the data is available using SCCM data as this has been available for us earlier using a 3. party tool (Software Central). It is not possible to connect to this publisher using Engineering License Server.How can I, using SCCM data, show peak usage in SAM Pro / SAM Enterprise?We would consider this a core functionality as this would be the base for all concurrent licensing decisions and therefore it is very important to us.	SCCM data alone cannot determine concurrent/peak usage -- you would need to feed SCCM data through a licence manager like OpenLM (or OpenIT), which is built to track concurrent licensing via tokens/log files from the licence server. SCCM's 'heavy usage' data only gives cumulative minutes used, not concurrent peak, so an OpenLM/OpenIT integration is the recommended approach for this type of licensing.	Extracted from Recording
31	Since support-hours entitlements are service-based and not part of the software license cost, what is the recommended approach for tracking their entitlement, consumption, renewal, and reporting?		Unanswered
32	As I understand it today, the Oracle GLAS data does not feed in to the SAM Workspace. Is that right? How do we get GLAS data into the Workspace for Oracle?	In AUS release and get the latest plugin because I beleive we now do that.	Written
33	We are finding the SGC for In Tune is a lot poorer than SCCM - any advice?	Confirmed -- different discovery tools have different limitations; for example, Intune does not bring back usage information the way SCCM does. Recommend researching your discovery tools' capabilities against your specific requirements before deciding which to rely on.	Extracted from Recording
34	Follow up to @Resno Resnofendri's response on my question. The entitlement is not attached to a PPN. We aren't using a DMAP on the software model as there were none that matched our specific needs. I was under the same impression as yourself that as long as all the relevant attributes match it should map correctly but there must be something stopping it. Would you have any suggestions on where to start looking?	Answered live	Written
35	Hi - if we create custom products and then this product becomes available in the content library, are there any notifications that inform us?	unfortunately there is not today. we have a process called “Custom Product Suggestions” which, in theory, will suggest a matching “native” product to your custom products. unfortunately, the pipeline has not been built yet.this is on our radar, we’re exploring the best way to consolidate custom and natve/OOTB products from content library.	Written
36	For a transaction-based SaaS product such as SAP Concur Travel and Expense, Software Entitlements in ServiceNow SAM Pro should be created based on the purchased transaction rights rather than named users or device installations. Since the licensing model is driven by transaction volumes, the entitlement should represent the contracted number of transactions (for example, annual or monthly transaction allotments) purchased from the vendor. The most appropriate license metric is typically a custom metric such as "Transactions" because standard user-based metrics (Named User, Concurrent User, Device, etc.) do not accurately reflect the licensing model. However, reconciliation presents a challenge because ServiceNow SAM Pro relies on consumption or usage data to compare entitlements against actual usage. If transaction usage data is not available through an integration or import, ServiceNow cannot perform true automated reconciliation. In such cases, organizations commonly record the purchased transaction volume		Unanswered
37	When importing entitlements using the template, it creates the entitlement in the dedicated table and when providing the purchase rights and cost per unit, we are getting the total cost for this entitlement.It creates an expense line but the customer is not managing the purchase process within ServiceNow.1/ What's the main reason why we have this expense line created?2/ can this amount be used for budget pruposes?3/ for a M365 entitlement, how difficult is it to know how much USD is corresponding to one product?	The expense line is created automatically for potential use cases such as chargeback or overall cost tracking -- whether you use it is up to you. It could be used for budgeting, though there are no out-of-the-box spend trending/forecasting reports; you would likely need to build those as PA-based reports. On the related follow-up about M365 cost per product: cost typically cannot be broken down per individual product within an M365 subscription, since you are purchasing the subscription itself rather than individual product licences -- the panel has not seen this broken out, though it is not necessarily impossible.	Extracted from Recording
38	With regards to Adobe CC integration, given that usage information does not come from the Admin Console, and that reclamation rules are for install based software, how should we use integration to optimize based on usage activity (given that cloud usage is not being captured)? Or, is there a way to capture cloud usage of the apps?	Connecting to Adobe CC provides details of the user subscriptions (e.g. User1 has an Adobe CC All Apps subscription. Ingesting sw usage data from EUC sources (e.g. SCCM, ACCV, JAMF) tells us the usage of the locally installed Adobe products. E.g. PC1 has an Adobe CC App install with usage data. IF User1 is the ‘user’ of PC1 in the CI record, then we can marry the subscription data with the usage data and help to optimise Adobe	Written
39	Can you please share link to SAM Entitlement Extraction feature that is launched in Australia release. Thanks	https://www.servicenow.com/docs/r/it-asset-management/software-asset-management/sam-integration-cmpr...	Written
40	In our environment, Discovery does not have access to the entire network due to regulatory requirements. When it comes to SAM Pro and Microsoft Server & SQL, we need to manually allocate licenses for several groups of servers. Can SAM Pro handle manual allocations yet still calculate licensing for servers which are fully discoverable?	yes. if the servers are being discovered, ensure that the entitlments are named to match to the sw model	Written
41	When having m365 entitlement which license metric is "per user" (must be valid for any other entitlement with license metric "per user", are we supposed to get the "Assigned to" attribute populated by the discovery tool in the SAM Software Installations table (cmdb_sam_sw_install.list)?	With M365 as a hybrid entitlement, per-user means the user can log in to the subscription (online version), while device-based installs (perpetual/desktop) are reconciled via the CI's 'assigned to' attribute. These are tracked separately so the same user having both an on-device install and an online subscription does not get double-counted -- as long as 'assigned to' is populated correctly when devices are distributed, this should not cause an issue.	Extracted from Recording
42	We have a licensing scenario for certain products where a single purchase includes both a software quantity entitlement and an additional concurrent/floating user entitlement.* A specific product quantity/license entitlement* A defined number of concurrent (floating) users or tokensIn ServiceNow SAM Pro:1. What is the recommended way to model this type of entitlement structure?2. Should we create separate entitlements for the base product license and the concurrent/floating user licenses, or should both be managed under a single entitlement?3. Which license metrics should be used in this scenario for the product quantity versus the concurrent/token-based usage?4. How does reconciliation work for concurrent or floating licenses when usage data is required?5. if the same product has multiple editions purchased (for example Standard, Professional, or Enterprise editions), is it recommended to create separate entitlements for each edition, or can they be managed under a single entitlement structure?		Unanswered
43	rules in place to remove software if anything except In use - assets device are set as non-operational - software is removed , next day show back up on device - where do we need to look with in Service Now OR is this import application related?	There is an out-of-the-box business rule (and a weekly scheduled job) that purges software install records only when the CI's install/hardware status is Retired, Lost or Stolen -- not for other non-operational statuses. If software reappears after that, it is coming back in via your discovery source -- check whether the CI is genuinely retired at the source (SCCM, for example, typically purges records after around 30 days of the device not being seen, but if the device was not properly retired/off-boarded there, it will keep reporting). The fix needs to happen at the discovery source, not in ServiceNow.	Extracted from Recording
44	Anybody have success with Entra connections. I feel it just gets you the point Jonny Joe was in there. But I still need the list of who should have access and then tie back to AD. Am I missing the real value with Entra connections?		Unanswered
45	There seems to be consistent challenges with how various discovery tools (ACC, ServiceNow, Solarwinds, SCCM, Intune) discover software and results in duplicate records on CIs with the system not normalizing them. As an example, a server may have 3 different records as it pertains to the same Windows version. As an example, ServiceNow may show a Discovery Model of Windows 2022 Standard 10.0.20348 but Intune shows a discovery model of Windows 10.0.20348.5256. This results in multiple software packages with lifecycle informatoin that could be less than ideal (ie. 2 end of life report checks on a server). The answer we have received back is "It's a (vendor) issue you need to talk to them and how they expose the data". Is there any intention to have SN better recognize the data coming from various sources and better coelesce them?	we’re working on a better de-duplication process that will de-dupe potential duplicate versions. we’re looking at Brazil’s timeline (safe harbor).	Written
46	Tacking onto Louise's question - if we create a custom product and then it becomes available in the content library and enters our model table - is there an OOTB way to sort of lift-and-shift related records from one software model to another for SAM Managers, or is that a "talk to your platform team to make it happen" for every case?	The panel's live response to this question was not clearly captured in the available recording/transcript for this session.	Extracted from Recording
47	Is there a way to prevent Visual Studio subscriptions to be used for many of MSFT discovered software on a device which belong to the VS subscriber? Even OS is being licensed in prod environment by VS - SAM Pro automatically treats it as compliant due to VS entitlements created.	The way to prevent this is again via the inference percentage -- Visual Studio can create several hundred related products, so adjusting the inference percentage for Visual Studio should prevent consumption of specific products you do not want it to consume. Worth noting that you are likely still paying for the OS both via the Visual Studio subscription and via your enterprise agreement, so this needs careful handling rather than a simple switch-off.	Extracted from Recording
48	Thanks, Sean. One more w/ regard to the Adobe Cloud direct integration. Many software publishers do not have a dev/sandbox 'instance' to connect to for testing the subscription integration in. Is there documentation from ServiceNow with regard to this to support our testing of ServiceNow 'lower instance; to publisher 'production'? We are running into a bit of a block with our internal Adobe product owner as we do not have an Adobe sandbox instance for testing and concern that we may update subscriptions on the Adobe side.	There is no documentation on this. It is correct that many SaaS publishers do not provide a separate dev/sandbox instance, and where one does exist it often does not have the same subscriptions or data quality, making it hard to test like-for-like. Out-of-the-box integrations are generally hard-coded to the production API, so there is no clean way to test a lower ServiceNow instance against a non-prod SaaS instance without going to the publisher's production environment. The panel invited others on the call to share in chat how they handle SaaS integration testing in sub-prod environments, but had no documented answer of their own to offer.	Extracted from Recording
49	In Software Asset Management for a large organization, it is important to reclaim license and subscription allocations on a daily basis as employees off-board. Is there an automated way, or established workflows to manage this?	yes - you can set when the those job will run	Written
50	Currently we create a brand new entitlement record for renewals, which can be pretty time consuming considering its mainly the start/end date, price, PO, purchased rights are the only fields that typically need changing. Are there any future plans to have a copy entitlement record feature?	yes - currently you can use Now Assist to create entitlements off an attachment or contract	Written
51	Are there plans to provide PPN for all products in the Content library look up? I am having a hard time getting PPNs from publishers and vendors.	we are aspiring to be more “proactive” in a sense that we should have all PPN’s that our customers need. we do that by way of curating from all publicly-available domains, as well as getting PPN feeds from our content parner (which happens to supply PPN’s for resellers/retailers out there as well). unfortunately, the reality sometimes is that the only way to have access to the PPN’s is by actually purchasing the products, therefore, we do have a pipeline that uses triggers from customer requests for PPN to continuosuly enrich our PPN repository.If you have missing PPN’s that you need, please engage with our Content Team via the Content Request process.	Written
52	Creating the Custom Software Model and adding the Suite Components to it does it works?	yes - this it correct	Written
53	rules in place to remove software if anything except In use - assets device are set as non-operational - software is removed , next day show back up on device - where do we need to look with in Service Now OR is this import application related?		Unanswered
54	Why do some software installs of Oracle Database show the "Edition" while others do not? DIscovery source is ServiceNow.	SOmetimes you will see multiple installs for the same product from different discovery methods. It could be that you are seeing (on the same device) 1 install record for e.g. Oracle DB (no edition) as that information came from the ‘installed apps’ discovery process and there may be another install showing Oracle DB Standard which came from the application pattern. There is a field on the sw install table that shows you if the record was created bia an application pattern or not	Written
55	How do I get the samp_sw_usage table to show all usage for all or majority of our products?We have SAM Pro and ACCV. The ACCV agent is installed on all our workstations. We're trying to show Software Usage on Software Installations.On the cmdb_sam_sw_install_list table there is a last used column but its empty for some Software Products. I assume its because the Software Usage table isn't showing everything.	The Software Usage table is only populated where usage can actually be collected -- it is not that the table is failing to show everything. Some products (Adobe is a notorious example) are very difficult for ACC-V to interrogate, so 'Last Used' may be empty even with ACC-V installed everywhere. Recommend identifying which products show empty 'Last Used' and grouping them by publisher/product to determine whether it is a publisher-side limitation (no usage instrumentation exposed) or an ACC-V agent limitation -- don't assume the usage table itself is incomplete without checking that first.	Extracted from Recording
56	Our SAM Team does not have any ServiceNow Developers / Engineers, so we depend on the CMDB Developers and ServiceNow Platform Administrators. Is that typical, in the collective years of experience of the leaders on the call, or do most SAM Teams have at least one of their own ServiceNow Developers?	This is a very common setup -- SAM teams are typically small and lean, and rely on ServiceNow platform administrators or CMDB developers for platform changes. Recommend taking the SAM Foundations and SAM Implementer courses so you understand the tool well enough to have informed strategic conversations with your developers/administrators about what changes are needed and why.	Extracted from Recording
57	'@Joe Ryder - I setup an automated RITM flow for Annual Reviews and New Business. It has been pretty solid.		Unanswered
58	1. for SW Model Results for 'unlicensed' - how is that calculated? Just from install table or installs vs entitlements?2. does Content Services take into consideration EOL?	#1 it’s the output of reconciliation (i.e., your entitlements are not enough to cover the installs)#2 we do have lifecycle data as part of Content Services. you should have access to the Software Lifecycle Report (sam_sw_product_lifecycle_report)	Written
59	My customer is asking for Cloud resources (PaaS, FaaS) be also treated as S/W entity with whatever versioning incorporated in consideration of Vulnerability/Security. Knowing it’s cloud vendors shared responsibility to keep up with all that especially announcements, customer still argues they have to stay on top of all that detail under SAM for what they’re using. What’s our SAM Pro capabilities around this and your thoughts on this request for practical proposal?	we’re exploring use-cases around capturing lifecycle for Cloud resources—working together with our CCM (Cloud Cost Management) team. unfortunately, there is no “install” concept where we can attach the lifecycle data to. it requires some work on data model to find the best way to surface this information.	Written
60	I encountered a scenario while creating a Software Entitlement where the software license includes both a purchased quantity and a Concurrent User licensing model. In this case, what is the recommended approach for creating the entitlement in ServiceNow SAM Pro? Should the entitlement be based on the purchased quantity, the Concurrent User metric, or is there a best practice for handling both licensing components within a single entitlement?	It depends, and there is a bit missing in the question to give a firm answer. If you have a purchased quantity alongside a concurrent-user licensing model, the quantity may not directly reflect how many users can concurrently use the product -- it might represent an overall peak or a measure over a period. The recommendation is to create the entitlement specifically for concurrent use once you have pinned down exactly what that concurrent metric is (period-based, peak-based, transaction/gateway-based, etc., as defined in your contract), and associate the licence accordingly.	Extracted from Recording
61	I'm new to SAM Pro and would appreciate some guidance on software asset management best practices. What is the most effective way to track software within SAM Pro, from discovery and inventory collection to license management and compliance reporting? Are there specific dashboards, reports, or processes that you recommend focusing on as a beginner to ensure software assets are being tracked accurately and efficiently?	HI Aubrey, I would start by watching some of our initial videos on our ask a ranger playlist. https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0	Written
62	For my MSFT Entra connector I am asking about the SaaS connector within SN SAM Pro. Found here: https://www.servicenow.com/docs/r/yokohama/it-asset-management/saas-license-management/integrate-wit...		Unanswered
63	For Engineering Applications, where licensing is often based on actual usage, concurrent usage, or token consumption rather than simple installations:1. Should software installations be ignored during reconciliation, and should compliance be calculated primarily based on software utilization or usage data?2. If we have integrated OpeniT with ServiceNow to collect software utilization and concurrent usage information, is that integration alone sufficient for reconciliation in SAM Pro?3. What is the recommended best practice in SAM Pro for handling Engineering Applications that use floating, token-based, or usage-based licensing models?	ServiceNow uses concurrent (floating) licenses - you will need to use a licensing server like OpenLM or OpenIT	Written
64	Perfect cheers @Resno!	please feel free to reach out to me (resno.resnofendri@servicenow.com) when you have a support case. I can also keep an eye on it. thanks, Cairns!	Written
65	Will there be a recording available for this session?	yes - questions will be posted on community	Written
66	For our custom and off-the-shelf software (like Nectus), Discovery successfully finds the application CIs, but it leaves the Model ID field blank. Because of this, SAM Pro can't match the installs to our software models for automated license reconciliation.What is the best-practice method to solve this? Should we be customizing the Discovery Patterns to populate the Model ID, or is it better to use SAM Pro's Custom Normalization rules to map the discovered data after the fact?	It depends on the mix. For custom software, customising the discovery pattern to populate Model ID directly is the more reliable route. For off-the-shelf software where Model ID is inconsistently populated, a custom normalisation rule to map the discovered data after the fact can help, and it's also worth adding the model name as a fallback alongside Model ID. Given a mixed environment (some custom, some off-the-shelf, some populated, some not), a combination of both approaches -- tested in a lower environment first -- is likely to give the best reconciliation results.	Extracted from Recording
67	I have a Zoom Direct integration in place that created three software models automatically. To represent Zoom as a suite, I created a custom software model, added the Zoom publisher software models as suite components, and also created a custom discovery map. After running reconciliation, I noticed that the Inferred Product field on the subscription records is still not being populated. What could be the reason for this behavior, and are there any additional configuration steps required for the suite mapping or inference process to work correctly?		Unanswered
68	Do you have more info or documents on this answer? "If an organization has fronted their SaaS apps with an enterprise authentication service (SSO), ServiceNow has connectors to grab usage information from the SSO (Azure AD or Okta) for those software subscriptions. This is the primary mechanism for pulling last used / last activity data for SSO-gated apps"		Unanswered
69	The entitlements being created from the ServiceNow POL are all being created as perpetual licenses. Is this happening as part of out of box or an issue on our end that we need to have corrected?	make sure you are using the correct sw model	Written
70	In setting up Client Access licensing for virtual machines / servers that don't have an assigned user but do have an assigned department, is there a guide somewhere on how to setup Client Access licensing within SAM? I've tried a couple of ways of setting up Client Access licensing based on a pool of licenses, but I'm having issues where the Client Access pool isn't finding devices with installs, even when the selected software model matches the software installed on those devices.		Unanswered
71	What value stream is ServiceNow using for SAM? I created one based on ISO 55000 and ISO 27001, but I wanted to see if ServiceNow has anything.	no - we do not have anytihing at this time	Written
72	When Considering the Creation of Entitlements for the Microsoft, it is better to load the MLS sheet right?	loading the MLS is a great way to load your entitlements	Written
73	Do you know the name of the job that will remove the software installations of Retired/lost devices? We are having this issue now.	SAM - Remove installs and Oracle options for retired servers	Written
74	The feedback that software discovered records should be archived, conflicts with the feedback that CI states purge the records. If hardware is set as retired and I still see software installations - is this the discovery source issue because the last date was not wiped?	check the BR that is suppose to remove softeware installations for retired assets/CI	Written
75	Is there an 'easy' way to purge the software install table - we had a process issue (years in the making)that has created tens to hundreds of thousands of orphaned install data and is creating obvious issues. we want to kill all data and start from scratch before we go live	There is no single 'easy button', but the recommended approach is to use Table Cleaner or set up a sys_auto_flush job (your sysadmin can do this) to purge the data. Bear in mind that some discovery sources do incremental pulls after their initial full pull (SCCM, for example), so you may also want to reset the relevant service graph connector to force a full pull rather than relying only on incremental updates going forward. This kind of orphaned-record issue is commonly seen after migrating from the legacy SCCM 2016 connector to the newer service graph connectors.	Extracted from Recording
76	For best pracyice, would contract termination also be part of application lifecyle management and app ci can not be retired until completed?		Unanswered
77	On the Software Asset Workspace Overview page, both the 'Publishers out of compliance' and 'Products out of compliance' widgets navigate to the same License Usage page for Publishers (not Products) when clicked, with no filter applied. Is that the intended behavior, or should each widget be passing a filter on click? We tested on a fresh PDI and got a legacy list view instead, which is what made us unsure		Unanswered
78	With regards to SQL Server licensing in SAM Pro, does its discovery need credentials to SQL database itself? We get this "Invalid software install of Microsoft SQL Server on the machine" with this description: This record for Microsoft SQL Server software installation is generated through registry-based ServiceNow discovery. It is created when only SQL Server component services are installed and running on the machine. Since a full Microsoft SQL Server software installation is not present, this entry is excluded from software license compliance calculations.In reality, even if there is one part of the SQL bundle (i.e. Reporting/Analysis services), it should require a license. How should we approach this issue - is it a discovery issue, tool not knowing the licensing rules or me not knowing the licensing rules for SQL server :)Thank you		Unanswered
79	How do we enter the entitlements for support-hours which are not part of the product license cost, and these cannot have a usage data to reconcile. How do we manage this to reflect in the total cost of the product?		Unanswered
80	Is the business rule, SAM - Remove installs and Oracle Options for retired servers - automatically turned on? Or does it need to be set up?	yes - that should be on OOTB	Written
81	Is there any resources or media available for SAM Pro End of Life workflow process? I've been exploring that in Dev but am having a bear of a time with testing what happens if we resolve it with purchasing extended support - what is the tail end of the process to get a new lifecycle that kicks out a new manage EOL risk task once that extended support approaches its lifecycle end?		Unanswered
82	I'm new to SAM Pro and would appreciate some guidance on software asset management best practices. What is the most effective way to track software within SAM Pro, from discovery and inventory collection to license management and compliance reporting? Are there specific dashboards, reports, or processes that you recommend focusing on as a beginner to ensure software assets are being tracked accurately and efficiently?	take ServiceNow’s training	Written
83	For a SaaS product whose licensing is based on the number of transactions processed rather than users or devices, and where an SSO integration is already in place that imports user subscription data, what is the recommended approach for handling the license metric in ServiceNow SAM Pro, how the entitlement should be created for it?	You will not get transaction counts from SSO -- SSO simply is not designed to expose that kind of data (the example given was DocuSign, where compliance is based on envelopes used, and that figure has to come from DocuSign's own data, not SSO). For a transaction-based compliance position, you need a direct integration so the transaction data can be pulled through the publisher's API; whether an out-of-the-box integration exists or a custom one is needed would need to be checked, but either way it has to come via the API, not SSO.	Extracted from Recording
84	we had several cases where the Adobe Software Model vreated by the PPN (entitlement) did not mazch the Software Model created by the Direct Integration Profile. How can that be prevented?	create entitlement AFTER integratoion profile pulls down the subscritpions	Written
85	Thank you		Unanswered
86	Who should track the errors in entitlements (like data errors) - SAM team or product stewards?	SAM team	Written
87	We made the integration for adobe and microsoft to download the user subscriptions. There is a side effect, that more Microsoft companies appear with "teams", "outlook" or "office" in the name. is there any option to avoid this?		Unanswered
88	Has the registration for the asset servicenow event opened?		Unanswered
89	In ServiceNow SAM Pro, what is the recommended approach to enforce version-specific software compliance, where only a designated version (for example, version 10.5) is allowed and any other version is considered non-compliant? Additionally, can this be achieved using software normalization, software model/version mapping, install conditions, or restricted software functionality, and is it necessary to create separate software models for each version to identify and flag unauthorized installations?		Unanswered

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