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2 hours ago
About This Document
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) â Answer typed directly in the Zoom Q&A during the session
Extracted from Recording â Answer spoken verbally, extracted from transcript (AI-processed)
No transcript available â 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 |
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 Iâll 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, weâll 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 đ |
Written |
|
61 |
Has ServiceNow introduced a way to accurately track Adobe Acrobat Pro usage to determine if users are actively leveraging Pro featuresâor if Adobe Reader would suffice insteadâfor 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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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. |
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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 |
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71 |
How will you define the location? Usig latitiute and longitude? |
Location is defined at the platform level |
Written |
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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 đ |
Written |
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73 |
With CSDM 4, ServiceNow has introduced the Softwre Component Model. Any examples to show one built out? |
I donât have one in demo data to show, but we can followup via zoom. |
Written |
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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 |
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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 |
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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 |
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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. |
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78 |
Can the MS Visual Studio Portal be integrated with ServiceNow, much like Adobe? |
Yes, its in the backlog. weâll need to research API availability for this |
Written |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 isnât a need to deduplicate |
Written |
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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 IBMâs 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 |
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87 |
where are those deduplication jobs located? |
Written |
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|
88 |
how can we confirm the sam_dedup job you referenced is running and operatnig as intended? |
Written |
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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 |
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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 |
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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 |
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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. |
Written |
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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 |
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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 |
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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 |
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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 |
Written |
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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 |
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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 |
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104 |
Is it advisable to implement SAM in an organization that primarily uses SaaS products, especially when most Vendors/Manufacturers donât 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 |
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105 |
Do integrations need to be updated with each contract renewal? |
no - only if credentials change |
Written |
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106 |
when a PPN does not create the suite components expected, should a CR be opened? |
open a Support ticket |
Written |
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107 |
the PPN does bring in some information about the entitlements and the software model.â 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 |
Written |
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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... |
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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... |
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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... |
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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 ... |
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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. |
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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 ... |
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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. Donât know if other discovery tools can recognize the different between them. Adobe doesnât 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... |
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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... |
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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. |
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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 isnât a one size fits all answer here; kind of depends on what is important for your organization |
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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... |
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119 |
How do you meter subscription applications? |
you can do this thru SCCM or ACC-V |
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120 |
SQL servers have no Edition value. how to correct please? |
Anna, pls create a case. Discovery should be picking up editions. |
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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 â 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... |
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123 |
how do you find the ask a ranger channel? |
https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 |
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124 |
Can you link the video for the start to finish SAM PRO? |
https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 |
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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... |
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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 |
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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... |
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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... |
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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 |
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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... |
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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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133 |
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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