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3 weeks ago - edited 3 weeks ago
About This Document
This document contains 82 questions and answers from the SAM Office Hours session held on November 18, 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 82 questions, 53 were answered in writing during the session via the Zoom Q&A panel. An additional 28 answers were extracted from the session recording transcript. 1 questions were answered live but no recording transcript is available.
Note: Answers marked as "Extracted from Recording" were processed using AI transcription and extraction. While we have made every effort to ensure accuracy, these answers may contain inaccuracies or miss nuances from the original spoken response.
Answer Source Legend
Written (Q&A Panel) — Answer typed directly in the Zoom Q&A during the session
Extracted from Recording — Answer spoken verbally, extracted from transcript (AI-processed)
No transcript available — Answer was given live but no recording transcript is available
Questions & Answers
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Question |
Answer |
Source |
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1 |
What is the real benefit to using a product from the content service that lacks DMAPs, versioning, EoL, etc., compared to a custom product our company creates that more closely matches what is on the order and what is currently being discovered? |
What is the real benefit to using a product from the content service that lacks D maps, versioning, end of life, etcetera, compared to a custom product our company creates that more closely matches what is on the order and what is currently being discovered? Sean, I see you raised your hand on this one. You want to you want to speak to that one? I don't want to, but I will. that's a good one. But yeah, what is the advantage if the if the content really doesn't have the DMAP or the versioning or end of life there really isn't an advantage in my opinion. I know that probably won't be widely accepted, but there's not really much of an image because that is the advantage of the content is often the D maps, versioning, etcetera. I would, one thing I would want to make sure you do is that you are opting in to the content services. So if you are creating models and you are or custom models or if you've created them yourselves, that information is then going to be promoted up or uploaded up into our content services team to be able to review it. And hopefully they will then add that data that you've done yourselves to the content library. And then it's going to come back down into your instance and appear as a normalization suggestion. And that at that time you can look at switching over to the content based version of that product. So that's how I would approach that one. I don't know if anybody else has anything they want to add on that one. I don't think you could have covered that any better, Sean. I was waiting to jump in there and add more. And you got the normalization suggestions in the full bit, so you covered it 100%. All right, I'm done for the day then. Thank you. All right, what else we got here? I think you're moving around. We got lots coming in here. Yeah, we sure do. And I just typed the answer to one question. |
Extracted from transcript |
|
2 |
Will you be making a service graph connector for Device Analytics from Apento? |
hello! I'm not immdiately aware of plans for this....please feel free to submit an idea on support! |
Written |
|
3 |
Few Vendors do not provide "Unit Price specifically for some Software. They just provide list of Software with a total amount to be paid for it. In this case, how must we define Per Unit Price for Software which has more than 2 or more Licenses Quantities |
So I've got one here that says a few vendors do not provide the unit price specifically for some software. They just provide a list of software with the total amount to be paid for. So in this case they're wondering how to define the per unit price for that software. That's interesting that they aren't providing the per unit price. I would, I personally would be going back to that vendor and saying you should have, you need to have a unit price, right? I can't imagine them not having a unit price, whether they're giving it to you. Yes, they probably are giving it to you, but I would probably go back to them. So you fully have a full understanding of what that unit price is. you obviously you can figure out the unit price that you can assume you figured out the unit price right by dividing by however the quantity is. But again, there might be something else they're hiding in there and that total quantity paid. So I would go back to the vendor and say what gives and send me the unit price. So there's another one here and I'm going to call on a couple others because I'm rusty. Using what? Where did it go? If using the company attribute on the user table, can this be used to create entitlements with consumption rules for software installations as well as SAS subscriptions? I personally haven't played with consumption rules a lot. Has anybody else on the call played with the consumption rules and have maybe an answer on? I'm pretty sure we can use company name as an attribute for consumption rules. Well, company name is going to match over to publisher, right? So when you create that entitlement and you select the publisher, it's linked. No, no, sorry. No, not that way. It's company name on the user table. Oh, on the user table. Yeah, I would think that you would be able to. I would think you can. It's just the question is whether you can use it for consumption on. I'm checking because there's only certain things you can use for the I know there's department cost. I thought company was on there. Tom, I'm checking. |
Extracted from transcript |
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4 |
Early in our HAM journey, which table(s) do you recommend we integrate our ERP/Purchasing app into so we can start using built in flows? |
This is a complex ask with lots of things to consider (def have a certified - on HAM) implementor. That said alm_hardware is the main table for your hardware assets |
Written |
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5 |
If using the 'Company' attribute on the User table can this be used to create entitlements with consumption rules for software installs as well as for SaaS subscriptions? |
what's the best way to address Office 2016 showing up on devices as installs requiring action? They're using M365E3 and F3, which meets all their needs. There's a test, Bradford, the answer to this one. I'm just kidding. I'm just kidding. It's only because you're out on camera. So I have basically what it. What I would do is I would check your, Oh my God, I'm drawing a blank. Why am I drawing a blank? Downgrade rates or your downgrade rates, but your inference percentage. Thank you. There we go. I would check your inference percentage and check all your suites. So you're going to have M365E3 as a suite, right? It's actually a suite of suites. One of those components would be Microsoft Office. So I would be taking a look at that particular Microsoft Office suite, taking a look at your inference percentage and then making sure that you've also got that in your downgrade rights, right. So, and Sean, I'm going to give a little simpler answer on this as an asset manager 2016 I'm pretty sure is outdated, right, no longer supported. So I would also check to see if why that is, right. Yeah. Why it's bad out there. What's that? It's either a bad uninstaller, incomplete uninstaller, or it's or they're both installed, which is super common. Exactly. So get rid of it. Get rid of it. I don't disagree at all. That's absolutely right. But that applies for in general, right? So in general, if you're seeing products that should be covered as part of a suite, check your inference percentage. Right, that is definitely one of the things we see very, very often. So definitely good to you. Don't think we have any videos on inference percentage yet. So now we've changed that, Sean. |
Extracted from transcript |
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6 |
Is there a resource that shows HAM/ITAM operational flows that are out of box/partially or fully configured once the module is enabled and licenses in place? |
ITAM- HAM- Process Guide Provides detailed guidance on the way that ServiceNow intends the process to-be, for Hardware Asset Management (HAM). Link> https://learning.servicenow.com/nowcreate/en/pages/assets?asset_id=001f682a479a66d019dfe23c326d43e4&... |
Written |
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7 |
Has anyone used Dun& Bradstreet to to match against SCCM or Tanium, to update the Core Company table and then to normalize the data? If so is there an article or video on this? |
no - I havent heard of folks using that |
Written |
|
8 |
A couple of our customers have upgraded to Yokohama and Zurich lately. We noticed once the upgrade was complete that two of the Microsoft ratio properties had disappeared from the properties page. It would be good to know if these properties have been moved elsewhere, or if have they been built into already existing functionality. Does anyone know if this has happened? |
We're a couple of customers have upgraded from Yokohama to Zurich and we noticed the upgrade was completed. Two of the Microsoft ratio properties have disappeared from the properties page. I don't think anybody on this call is going to have that answer. So I would submit a support case on that and see if we can get some answers on that. I don't think anybody on this call would have a question or be able to answer the Microsoft ratio properties. Yeah, because we don't have anybody from the actual BU on the call. So then there's another one here. How can we create and track licenses for custom software products that is not user or device based if they're engagement based? Now I'm not sure what engagement based specifically is, but you can absolutely create custom license metrics as well as custom products. So you would want to be creating a custom product and that custom metric to assign to that. Now you're still going to make sure you need to make sure you have some of data you can use in the system to be able to calculate that custom metric. And let me yeah. And let me add to that a little bit. So the custom license metrics is available in the all menu. It's not in the, it's not in the operations area in the workspace, unfortunately, Yeah. So just type in custom license metrics. You'll find it right? And I find that the order is that you create the license metric first, then the entitlement in the model, right? If you and if you're if you're worried about the entitlement, you can skip that and just do the model right. But what you're going to do as part of that is set it to use a resource value. Resource value allows you to just specify a value that you may have pulled from their portal, you may have pulled from some other tool that monitors the usage for no matter what it is. And this is great for stuff like terabytes of storage used or something like that right now Additionally, on the metric itself, you can write a script to do the evaluation of the resource value so that |
Extracted from transcript |
|
9 |
How can we create and track licenses for custom software product, that is not user or device based, if they are engagement based? how other rganization tacle these? |
but that organization they're doing it for is not able to implement ServiceNow Discovery. So they're going to be using integrations like Big Fix or LMT. So the question is there and maybe somebody can find this link for me, is there a link to the service craft connectors and what they can bring in etcetera. And that will specifically support specific publisher packs. So there's there's definitely a link on the there's a KB article on the service graph connectors, some of the service graph connectors and what they will do. So we'll try and track that down. I don't know, Randy, if you can track that one down. I know it's in our deck. And then that will talk about some of the specific, those specific service graph connectors and it's in terms of the publisher packs and what discovery tools will support. I know IBM is ILNT big fix. The other ones. I don't recall ever seeing any specific service graph connectors for Oracle VM Ware or Citrix that's going to give you enough data to be able to run your compliance position. I thought that just means I haven't seen it. It doesn't mean it's out there or not out there in terms of documentation that exists for that, no, there's no documentation that I'm aware of that exists says, hey, you need to do Oracle compliance. You should have this publisher pack and these service graph connectors or these plug insurance. I haven't seen anything like that myself. In general, the rule of thumb is that service graph connectors are primarily for end user compute, right? And, and the reason that's fine is because there's not a large mapping of connectivity, which is what ServiceNow Discovery excels at finding, which is finding the layers of your application and connecting to them, right. So service craft connectors are perfect for end user compute. And in general, they can be additive in Sol cases or |
Extracted from transcript |
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10 |
We have received licenses from Red Hat with a metric of managed node. Other than using custom metrics, does anyone know other methods for inputting license types like this? |
You have 2 options - you can create a custom metric and/or open a Content Support ticket |
Written |
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11 |
Hi - is there any best practice or articles that show the best way to create software models for freeware applications. We would like to leverage the product lifecycle info (where available) and easily see the installation data assoicated with the freeware. How about if we wanted to remove freeware software that isn't used? can we create reclamation rules for freeware? |
Yes, Create a version & edition agnostic software model so that will pull in all versions of a freeware. If you then set the Software Model to “restricted” = true then itwill even automatically make software reclamations for that software |
Written |
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12 |
I have a very large organization implementing SAMP that is unable to utilize ServiceNow Discovery. Integrations such as ILMT/BigFix will be used where available. Is there a Service Graph Connector or combination of Connectors that will adequately support Publisher Pack products (specifically Oracle, Vmware, IBM, & Citrix)? There is a KB, Evaluating Third-Party Discovery Sources for SAM Use Cases, that focuses on EUC. It references a future iteration for datacenter/cloud infrastructure. Does that document exist yet? |
It's fairly trustworthy in that case, as long as the rest of your discovery sources are working properly. So all right, we're actually running lower on questions. If you can believe it, folks, we're getting through it here. All right, there's one here that I'll get everybody else's opinion, but I think I have mine here. What's the best phase in which software models need to be normalized? During the initial MVP Sam Pro implementation or during the operations phase? Especially considering the volume of discovery models may not may not be fully normalized. My personal opinion is for one you have to you will never be 100% normalized like that for you to try and achieve a 100% normalization is constant. You have to be have somebody constantly working on it. To me, where it's important is that when I'm doing a compliance position for a specific publisher or for specific product, I want to make sure that the discovery models, there's nothing in the discovery models that may be in a match not found or partially normalized, something like that. That is actually an installation that's related to the compliance position I'm working on. So one of the things I would do is I would take a look in the discovery model table, filter out anything that is fully normalized and take a look for just randomly run some searches in there that say, OK, while asked, wild card, Adobe wild card, Microsoft, whatever it is. I'm potentially working on a potential product that I'm working on to see if anything is out there in the discovery model table that has not been fully normalized that is relevant for the compliance position I'm working on. So that was one of the steps I always do when working on a compliance position. So to me, normalizing the discovery models sits in the operations phase, right? And it's most important when you're actually working on that active compliance position, whether it's for a renewal, |
Extracted from transcript |
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13 |
We have recently upgraded to the Zurich platform from Xanadu. When on Xanadu we could export allocations for a specific Entitlement record - Entitlement -> Allocations -> select Export button, the allocations for the Entitlement record would be exported. Now when that function is selected it exports Allocations for all products, rather than just the Entitlement record that we are in. Is this the way the Export function now works in Zurich?...or is just us 🙂 |
So when you create that entitlement and you select the publisher, it's linked. No, no, sorry. No, not that way. It's company name on the user table. Oh, on the user table. Yeah, I would think that you would be able to. I would think you can. It's just the question is whether you can use it for consumption on. I'm checking because there's only certain things you can use for the I know there's department cost. I thought company was on there. Tom, I'm checking. OK, we'll check into that one and we'll move on to the next one because yeah, that one obviously none of us have played with it that much to know the full details. And then the curiosity is it going to cover your SAS and your on Prem? Yeah. And the consumption rules will work in both cases, assuming we can use that field. OK. Yeah, exactly. I've got it listed. Tom, if I go into consumption rules, it's got company, call center, country, department, region. OK, So then you can. Perfect. That's the answer. All right. Sounds good. All right. I see everybody's frantically typing answers here because my screen keeps shifting. That's good. You don't say that greatest completely all I answer, oh, go ahead Sean, go ahead. No, you go ahead, go ahead. OK, we got one question and I bring this up because it's directly related to what I was speaking to earlier or rambling about earlier. We got a question about a SAS app. So in this case Anaplan, so hear you that it is indeed a used SAS application. Here's a couple options that you can consider. If you haven't already. I encourage you to check out SAS License Connections. That is out-of-the-box functionality that allows you to, in a low code format to no code format, set up an integration with something we |
Extracted from transcript |
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14 |
What exactly is required when submitting content additions for the SAM Catalog? We have submitted several at times where only partially are added while others are not. Usually supporting documentation we have access to is a quote, invoice, or screenshot from our admin portal of the product. |
I would submit an ITAM content request process: https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage.... If there is additional information needed/request not fulfilled, I would suggest submitting a HI ticket to get that content reviewed and what may be missing to ensure a successful add. |
Written |
|
15 |
What exactly is required when submitting content additions for the SAM Catalog? We have submitted several at times where only partially are added while others are not. Usually supporting documentation we have access to is a quote, invoice, or screenshot from our admin portal of the product. |
Within that link, there is a table that showcases the Field/s Required and a Description of each. (Title, Description, Selected Instance, Watch list, Content Category, Attachment). I would get as specific as possible ensuring as many fields on the Entitlement form are completed when submitting. |
Written |
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16 |
What is considered best practice for automation of the software request process? Is it still CSD? |
it depends on your environment - we have customers that use CSD and others use a workflow to add or remove AD labels |
Written |
|
17 |
What is the best way to address Office 2016 showing up on 276 devices as Installs requiring action. We are using M365 E3 and F3 which meets all our needs? |
Couldn't find live answer in the transcript. |
N/A |
|
18 |
Hi do you recommend any best practices for when the same application can be used as freeware and users can also purchase a license to enable more features, however its the same installer. How would you recommend to set this up in SAM Pro? It always shows as non compliant because of the freeware installs |
this is based on the software - this sounds like a subscription like Smartsheet. The subscription information would be sent back to you thru that direct integration |
Written |
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19 |
Anaplan is a widely used platform. Is there any plan on the roadmap to provide an out-of-the-box SaaS integration for Anaplan? |
So in this case Anaplan, so hear you that it is indeed a used SAS application. Here's a couple options that you can consider. If you haven't already. I encourage you to check out SAS License Connections. That is out-of-the-box functionality that allows you to, in a low code format to no code format, set up an integration with something we don't have a dedicated integration for. So it's the same framework that we use to create those integrations that we already have a name tied to. It's just allowing you to set those up. I encourage you to check that out. As long as Anaplan, I'm not really familiar with what they do or don't provide with their API. As long as they're providing the requisite usage information publicly in their API, you can set that up and start taking action on that. So that's one option. Short term, if you're still very interested in having ServiceNow, take that to the next level. I invite you to go to the chat and take a look at that link I put to the support ideas and submit an idea. Again, this is a great example for us to see. I hear the person that asks this question acknowledge that it's important to you want to check to see how important it is to the wider community and see what we can do to potentially have that considered by our inbound product managers. So two options there for you to get started on Anapoit. All right, all right. Where are we here? So I'm assuming this one's from a partner. We're a couple of customers have upgraded from Yokohama to Zurich and we noticed the upgrade was completed. Two of the Microsoft ratio properties have disappeared from the properties page. I don't think anybody on this call is going to have that answer. So I would submit a support case on that and see if we can get some answers on that. I don't think anybody on this call would have a question or be able to answer the Microsoft ratio properties. |
Extracted from transcript |
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20 |
Is there a good way to handle Workday’s licensing model of “Full Service Equivaliant (FSE)” |
Custom FSE Metric Worker factor table (category → multiplier) Scheduled FSE computation Push FSE into Workday entitlement Compliance shown in SAM Cost allocation optional via ITFM |
Written |
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21 |
1st Question: SaaS installation records are showing up as unlicensed installs. These should show as ignored installs because they are old installs with inactive users. I thought we would use the “ignore installs” checkbox on the Software Product record but it is greyed out in ServiceNow even for the system admins. I’m told this is set by Content Services and not the end user. Then why isn’t this checkbox checked for any known SaaS product such as Adobe Acrobat or JetBrains? 2nd Question: In regard to the above, I’m told that we can create a custom software product and make the checkbox appropriately. Why would we create a bunch of custom software products for every SaaS program available? This would cause a lot of overhead and does not follow ServiceNow’s best practice to avoid customization. This sounds like a workaround that causes more problems than it solves. |
Hey Tara! For 1rst question, what is the source of the SaaS intall records? is it a SaaS or SSO integration, or is it via an endpoint management tool like discovery, SCCM, etc. Regarding 2nd question, I agree this is ideal for multiple products. by design, when a company integrates with a saas product, the software mo |
Written |
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22 |
Is the integration being discussed in the same place as SaaS dedicated integrations? |
yes - integration hub |
Written |
|
23 |
How does transaction works for these sso apps? |
SSO integrations can be used within SAM Pro to get wide level info such as who has accounts with which SAM vendors and when they last logged in (aka clicked the Okta tile) |
Written |
|
24 |
Having an issue on the Software Models table where the Publisher field (at some point after creation) is being removed and now shows blank/empty. What is the best way to investigate why this is, and, how to remediate and add it back as it is greyed out for editing on the software model table. Thank you! |
Open a Support case fort his |
Written |
|
25 |
Internally, I have teams that are pushing for us to separate Software Models based on "Where they are installed". My example is, Servers vs Desktops. I argue that best practice for Separating SW Models is to use ONLY the fields that are found on the DMAP [product,version,edition,platform]. What are your thoughts on this |
So all right, internally I have teams that are pushing for separate software models where they are installed. My example is server versus desktop. I argue that best practice for separating software models to use only the fields that are found on the D map. What are my thoughts on this? And I'd like to get every else's thoughts on that one as well too. My question is why? Right I get it, there are specific things that are server based right? Then are only ever going to be server based. But then there are products that, well, they could be either, right? Oh, I see. No, I'm saying mostly ownership. True. So ownership is one thing. I would I would that's the ownership is different, right. Product owners are different. I would look potentially at the product owner field if that's the case, Noah versus servers and desktop because you don't want to restrict that visibility, right. So you that's one thing you could say is like, for example, Sequel server is a great example, right? Because Sequel Server, sure, you could have a product owner for Sequel Server, but you find that product a lot of places on the desktop, right? So if you categorize SQL Server as a server based software model and I don't want to see it, I don't want to deal with it. Well, there could be a ton of installations on desktops that you need to remediate, right? You are going to need to address especially in the event of an audit, right? So if an auditor comes in there, they're going to scan your entire network and they're going to pick up SQL Server and you're going to need to know what that SQL Server is. A lot of times it's going to be developer or it's going to be embedded into some other application, but you're still going to have to answer for it. So that can potentially be something that you want to go after them for in that particular case. Yeah. And I think a lot of that has to do also with making sure that you're clear on what the software model table is for your organization. So from a Sam Pro perspective, the software model is really one of the |
Extracted from transcript |
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26 |
Its similar to Docusign licensing type. |
it's similar to like country of origin of publishers, even though that's largely irrelevant since everybody's spread out anyways. All right, I think you're up next there, Ben, am I? Let me see which one did I mark? It goes company normalization company. I mark that one OK. We have many companies and manufacturers define more than once in the core company table all for all valid reasons that the platform and some of the same workspaces screen. Especially when trying to expand the company view, there isn't the possibility to add additional fields to pop to the pop up view. Interesting. So my understanding is if we want to expand the view of fields in the workspace, that can be accomplished in the, I believe the six, the sys UX list table or the sys UX list menu table to expand the fields available to you in the workspace. Unless anybody has anything else to add to that. But that's my understanding. I do on that one, Ben. I would also look at make sure as you go into the core company table and the companies that are popping up. So say that you've got 4 publishers that are popping up for you to pick from. Go look to see if they're mapped in the normalized mappings table and the normalized company names table because that's where that mapping takes place. Then also if you go into the guided setup under the Normalization Data Services, I believe it's Step 5 and step six that is relative to Sam Pro where once you've got those normalized mapping set up properly and you run 5:00 and 6:00, then it will go through and it'll normalize those company names for you. And basically, and then one other thing is whatever for |
Extracted from transcript |
|
27 |
Its similar to Docusign licensing type. |
Docusign transactions can be recorded via Resource Value if needed. (sorry accidentally marked as answered live) |
Written |
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28 |
How reliable ServiceNow SAM Pro for identifying IBM Db2 editions i.e Workgroup Server Edition → Now Standard Edition Enterprise Server Edition → Now Advanced Edition or we should rely on running some commands output to confirm the same |
It says how reliable ServiceNow Sam Pro for identifying IB MDB2 editions, IE work group, Server edition, Standard edition, Enterprise Edition. That goes right back to what you're talking about from a data center perspective. That's where I Tom Discovery really comes into play with the ability to add applicative credentials where you can deep dive, into those databases to determine, what edition, what version is available, where some of our other, some of the service craft connectors just aren't capable of getting at that level. Yeah, the note that ServiceNow Discovery is it has phases of complexity that it progresses through. So it'll figure out, OK, you're a Windows machine or you're not. And then it will then understand and go down its probes and patterns list to then figure that out. So when it figures out you have SQL Server, it will, for example, look up the registry key to get the edition out of your SQL Server, which the SCCM and Mecum service Craft connectors cannot pull because they're pulling via an OS query to get the installed software, right? Yep. So that, and there's stuff like that, right? Oracle is its own beast. And there's a special things you can turn on to called Glass, the global licensing and advisory service from Oracle, right? That basically uses the same queries that Oracle uses to audit you. So you turn that on and then the mid servers can then basically get you the full inventory of your Oracle, including the instance pricing, the feature and option pricing. that's all multiplied up on every instance and which ones of those are turned on or off because that all impacts licensing. Absolutely. And I also see that Phillip posted out there too. ACC visibility will do again under the I Tom family. It will also discern the different editions and versions as well. |
Extracted from transcript |
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29 |
We have many 'Companies' and 'Manufacturers' defined more than once in the core_company table, all for valid reasons at the platform level. In some of the SAM Workspace screens, especially when trying to expand Company view, there isn't the possibility to add additional fields to the pop-up view. How can those pop-up windows be customised to add additional fields to aid in selecting the correct value |
But like especially when it comes to suites like, the E3 and the F3 and stuff. I don't know any organizations that deploy 75%. I've never exactly. Yeah, deploy 75%. They might, they might apply or deploy 6. Yeah, yeah, exactly. And I just want to emphasize, because this is something inference percentage has come up a couple times already in this work week. You are empowered as a user of service now software asset Management and an asset management practitioner to change that inference percentage. You will not affect any data. That inference percentage is as we discussed here some. We did our best at the time of that functionality being released to come out with something that was a mile wide, inch deep starting point for everyone. So I just want to remind everyone that you are fully empowered to change that. And it's not going to affect the fact that you have these five installs on these five devices. It won't impact that. It's just going to impact how we basically line up our ducks in a row to count our license position. So feel empowered to change that and work with what's aligned best to a your objectives as a company. So as mentioned here, the 2016 partial installs might be a good time to get rid of those. Like we recognize that there's, a lot of work involved in that potentially. But then also depending on how you want to report things, you can change that inference percentage, which you can now do by count. So multiple ways to work on that. Yeah, I'm seeing a pause. Something in the chat actually caught that going by and that's it sounds like it's an issue with Tanium. So they're opening a Tanium ticket to fix that. So it's source data that's the issue, which is good to hear, right. It means you probably don't have those hanging out anymore. Just got to clean up some of that source data. That's great. And then there's somebody else making a comment saying it'd be really helpful to have a video on inference percentage. |
Extracted from transcript |
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30 |
How do you suggest tracking a new Microsoft license recently purchased? Do you suggest creating a new entitlement or increasing the number of purchased rights on an existing entitlement? My main concern is charging the proper department for the proper amount since it’s prorated. |
How do you suggest tracking a new soft, a new Microsoft license recently purchased? Do you suggest creating a new entitlement or increasing the number of purchase rights on an existing entitlement? My main concern is charging the proper department for the proper amount since it's prorated. So yeah, no, go ahead. So if, if the objective is to make sure we're tracking purchases to the, department or, or cost center level, yeah, let's, we can go ahead on and create a new entitlement. So entitlements they will aggregate. So it if it, if we're purchasing an entitlement for a software that already exists, that entitlement going to aggregate under that software model, right. So it can be one too many. You can have one software model for several purchases aggregated underneath. So if we're looking for that visibility into the amount spent per department, yes, go ahead and create the new entitlement, associate that entitlement to the existing software model. So that way, from a compliance standpoint, we're still doing our compliance on that one software model, but we have of our purchases broken up by department within the software model. All right. I think the next one was me, but I can't remember where it is. There it is. What can I do to get the out-of-the-box Sam create, upgrade and downgrade rights to move entitlements and subscriptions to the newer model? That's actually something I play with in a video I believe was one of my software entitlement videos. But. And this is where using D maps comes in as well too, right? So when you use APPM, which sets that D map, the D maps are what actually have the links to the different versions, right? So Dmap 1 relates to Dmap 2, Dmap 2 relates to Dmap 3, etcetera. So if you're using those out-of-the-box Dmaps, hopefully though they should be there and spent any when a new product gets |
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31 |
For Microsoft, using E5 licenses for example gives you the ability to use other Microsoft products. For example, Microsoft Exchange Servers. Would the system not know because we have E5 licenses we get to use exchange server? I don't have separate entitlements to enter or a PPN to use to show this. What is the best way to handle these items? |
This is a fantastic question and comes up frequently for Software Asset Managers. This brings up the topic of Optimization use cases for dual licensed subscriptions. There is a fantastic community article on M365 license compliance and optimization support with SAMP: https://www.servicenow.com/community/sam-blog/microsoft-365-license-compliance-and-optimization-supp.... In some cases, it may be worth looking at the Suite Components and, where applicable, either an Assignment of single license/s or removal of some licenses. Hope this helps answer your question, Jennifer 🙂 |
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32 |
If a Company was not recording the legacy licenses and later started to track the Software Purchases. Here, the Perpetual License are not visible and nobody knows about it. Will ACC be able to capture it and let us know that it is Perpetual License or what is the prefered way to retrive and record these legacy licenses |
discovery tools usually don’t find the purchase/license/entitlement - You will need to add a perpetual entitlement in there to work with the maintenance buys |
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33 |
Is there any order or sequence (e.g., Order field) with Pattern Normalization Rules? |
No — Pattern Normalization Rules do not have an “Order” field and do not execute in a user-controlled sequence. But there is a hierarchy of precedence that determines which rule fires when multiple patterns match. |
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34 |
What can I do to get the OOB "SAM create upgrade and downgrade right" to move entitlements and subscriptions to a newer model |
Couldn't find live answer in the transcript. |
N/A |
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35 |
In ServiceNow SAM Pro, does the SG Tanium integration automatically fetch software usage data into samp_sw_usage_list.do, or do we need to specifically enable a reclamation rule for certain software products to capture the usage? |
I believe you need a rule for it to populate there. The SGC will stage it in a different table and only populate it in the SAMP usage table if there is a reclamation rule for that executable. |
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36 |
Can you please explain how perpetual licensing works? |
A perpetual license is a one-time purchase that grants the right to use a specific version of a software product indefinitely, without recurring fees. Unlike a subscription, which requires ongoing payments to maintain access, a perpetual license provides lifetime usage of that particular software version. However, access to future upgrades, updates, and technical support typically requires an additional purchase or a renewal of a separate support and maintenance contract. |
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37 |
we have implemented SAM Pro and load the entitlement for MS SQL Server and license type is perpetual + SA, we are not able to get compliance result can you suggest how can we fix the issue or any extra steps required to fix CMDB? |
First, I would check that Discovery is scanning your infrastructure devices where SQL is installed. Second, if your SQL infrastructure is on Virtual Servers, you will want to verify that there is a relationship between the Virtual CIs and their Hosts. Third, check from the Software Model that, through the DMAP, you can see the consumption data. |
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38 |
thank you |
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39 |
What is the best way to address Office 2016 showing up on 276 devices as Installs requiring action. We are using M365 E3 and F3 which meets all our needs? Ignore my question as This is because Tanium discovery issue |
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40 |
This tExample, Normalized Attributes: Publisher = Red Hat, Product = Red Hat Satellite. Discovered product contains rubygem- and Discovered publisher contains Red Hat and Product is empty. So the problem here is the rule is too broad and is catching too much where rubygem packages such as ('Red Hat Linux Packages' or 'Fedora Packages') will get caught up. So just wondering if there is a priority in the pattern normalization rules.able: samp_pattern_normalization_client_rule. |
there is a hierarchy of precedence that determines which rule fires when multiple patterns match. |
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41 |
Hello, Good day. Is there any documentation available on different sources from which reclamation/removal candidate records will be created? We know that main sources are from reclamation rules, remediation optins from reconciliation results etc., When we are monitoring closely we see that the removal candidates are getting created from Scheduled jobs for example: Optimize adobe subscriptions, Microsoft usage etc., Is there a simple way to find these so that we can create an internal document so that Software teams can decide if OOB scheduled jobs or scripts creating removal candidates can be set to inactive or extend it further? |
Is there any documentation available on different sources from which reclamation slash remove a candidate records will be created? We know that the main sources are from reclamation rules, remediate remediation options for reconciliation results. When we're monitoring closely, we see that the removal candidates are getting created from scheduled jobs, for example, optimized Adobe subscriptions, Microsoft uses, etcetera. Is there a simple way to find these so that we can create internal documents so that software teams can decide if out-of-the-box schedule jobs or scripts creating removal candidates can be set to inactive or extended further? So that was a lot. So I know a lot of what you're seeing is probably coming from your SAS integration. So as part of the SAS integration, we do have reclamation rules that are created as part of it. So, to reclaim, for inactivity for X amount of days, across the different products. So that's probably what you're seeing to today. As far as if there is a dedicated document that shows which of our SAS integrations creates those reclamation rules. There's one, there's, there was, I was trying to figure this out as well too. There's, there's so many fields on the reclamation on the removal candidates table. Yeah, I just found 1 though. There's a field called reclamation rule. So if you look at the reclamation rule field on that table, it's going to tell you which particular reclamation rule created it. I think what he was talking about too, I was trying to research just what we were while you were other people were talking to. And I think what he was asking is like it was it created by a reclamation rule? Was it created by a remediation option? Was it created by optimization? And I don't think that it is. There is a field, I don't know if anybody there's so many fields on that table, there could be another one there. We need to take a look at some of the other ones. But in terms of which reclamation rule, yeah, you can see that through the reclamation rule field through whether it's reclamation rule removal candidate or sorry remediation option etcetera. |
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42 |
Are there specific DMAPs for Software Suites coming from the Contect Library that can be pre-selected. |
to the group. Are there specific D maps for software suites coming from content library that can be preselected? So yeah, the D maps are tied to various products via field called the entitlement. Definition and then we'll, we'll, we'll have other products aggregated under that parent product to make up a suite. I don't think we have a specific designation for suites in the content library. But as far as pre selection, you do have the ability to even at the suite parent level, go to the software model field. And I believe there is a discovery map field that you can choose a discovery map within the, within the specific product that you are working in. So you do have the ability to pre select the available D maps from a content standpoint in the software model. And then Verna, if your D map isn't in that pre selected list, you have the option to create a custom D map from there. But what, whatever D map that's populated in your software model, for instance, once you've created the entitlement and, and your software models created and you have AD map associated to your software model, you're not stuck with that. You can there, you do have the option to select other D maps if you think they're more appropriate to what you're looking to bring under compliance. So there's a question here and yes, it is outside of the scope of this column, but that's why I want to bring it up. And basically they're talking about the NYDFS amendments to IT, asset management inventory that went into effect. |
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43 |
Is there a way for ServiceNow to provide information on a publisher’s tier level and whether they are owned by private equity firms? Currently, we can find this through Google or Copilot, but we’d like to know if ServiceNow plans to include these details at the publisher level? |
Couldn't find live answer in the transcript. |
N/A |
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44 |
How ServiceNow Discovery is charged/priced for EUC machines and Servers on Datacenter side. |
ITOM (which includes Discovery) is focused on Data Center. bringing in EUC via a SGC is free for the most popular connectors. |
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45 |
I have an interesting use case, as the Last Scan Date in the Software Installations table isn't getting updated for linux software installation - and only updates lsat scan date if the data is changed. I am trying to understand why this is favorable functionality, as when reporting End of Life to C-leadership. they are concerned/confused how an EOL software is installed but the 'last scan' was months ago. Here is the resolution: The last scanned field is not being updated because the software installs data received during latest discovery doesn't have any new information. By default the Probe "Linux - Installed Software" has cached results enabled, which will not update the software installs last scanned unless we've any data change. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1638653 |
using the last scan date on the software installation table to do reporting of end of life software. And what they're finding is there's confusion around the fact that sometimes they have end of life software, but the last scan date was months ago. So I know from our perspective, when we're trying to validate the data integrity of the software install table, we in product excellence, we've started drifting away from using the last scan date only because that time stamp isn't always updated or sometimes that last scan time step isn't even a, a last scan time stamp isn't always even brought in. So we've been looking more at the most recent discovery of the CI that brought in that software install table to give us a better picture as to whether or not the software install is stale or not. Yeah. So just dot walk up to the CI and use that. Yeah, yeah, exactly. Because really, if you're, your CIS are getting updated, they're getting scanned, they should have that software record in there. If the software is depending on your discovery source of your software's removed, it should be removing that entry from the software installation table. Linux is always fun. But yes. But yes, it should hopefully be doing that right. So if your service Graph connector or service not discovery doesn't find that installation record, it should be removing it. So that's why the most recent discovery is usually a pretty good thing to look at, right? It's fairly trustworthy in that case, as long as the rest of your discovery sources are working properly. So all right, we're actually running lower on questions. If you can believe it, folks, we're getting through it here. |
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46 |
Would there be a Video availalble on how Resource Value actually works? |
Verna - there is a ITAM community article that walks thru this in the interim. |
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47 |
Would there be a Video availalble on how Resource Value actually works? |
We can work on making a video in the future. For now, here is the URL to the article on our Documentation site: https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... |
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48 |
Currently, samp_job_log is very helpful for smooth operations of monitoring SAM related scheduled jobs or automations or integrations etc., However, we need to check system logs or other usual troubleshooting steps to find the root cause. Is there any OOB way to copy the exact error reported in subflows or scheduled jobs to the description of samp_job_log record so that it will reduce the extra steps of gathering the logs? Any plans to add an OOB functionality so that an incident can be created if there is any record with status as “Failure” in samp_job_log? |
Couldn't find live answer in the transcript. |
N/A |
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49 |
If we have multiple PPN for a software model which one should be selected when creating an entitlement |
The PPN includes the model and the license metric. So its advised to work the other way around. If you don;t have a PPN. Then just create the entitlement and manually set the license group and license metric |
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50 |
When a product has a free and paid edition, and the discovered installation maps to the free edition only, how do we manage compliance for the paid edition? e.g. LINQPad |
In the short term I would delete the DMAP and edit the eddition criteria to be more or less specific to help seperate so that the Free and Paid roll up to seperate Software Models.This assume the Free and Paid have different discovery models. |
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51 |
Do we have any plans to enhance the custom PowerShell script for identifying editions for sql server and adobe and more in EUC device discovery using SG-SCCM |
Hi, I would recommend submitting this as an idea and attending the roadmap call to see if it's already in the plans. |
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52 |
Are there any documents/videos on how to configure CSD just for reclamation using SCCM and not using it for the distribution of software ? The reclamation feature comes free with SAM Pro and there is a cost to for the distribution which we don't have rights for. |
Yes there is a section on the Documentation site outlining CSD from SCCM. Specifically, this sounds like software revocation wih SCCM. That article can be found here: https://www.servicenow.com/docs/bundle/yokohama-integrate-applications/page/product/orchestration/co.... There is also a fantastic course on this you can register for called “Software Asset Management: Integration with SCCM for Reclamation and Distribution”: https://learning.servicenow.com/lxp/en/it-asset-management/software-asset-management-integration-wit... |
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53 |
Within the Software Model it has the ability to document a Cost. But in some cases Entitlements will have a different cost due to change in scope (Size), can the Reclamation process associate to the Entitlement costs to reflect a Save in reporting verses the Software Model cost? |
Yes there is. I would suggest creating a script or Business Rule that retrieves cost from the Software Model and assigns it to the Entitlement record. The reclamation process uses the cost associated with the entitlement (specifically, the avg_price from the License Metric Result, which is derived from the entitlement's unit cost) to calculate and reflect savings in reporting, rather than directly using a cost on the Software Model record. This community link should steer you in the right direction: https://www.servicenow.com/community/sam-forum/cost-assignment-from-sw-model-to-entitlement/m-p/2978... |
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54 |
Within the Software Model it has the ability to document a Cost. But in some cases Entitlements will have a different cost due to change in scope (Size), can the Reclamation process associate to the Entitlement costs to reflect a Save in reporting verses the Software Model cost? |
The "Potential savings" and "Actual savings" reports and dashboards in the SAM Workspace automatically pull these figures from the entitlement costs, providing an accurate financial reflection of the reclaimed licenses. Hope this helps! |
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55 |
We have licenses for enterprise and premier version for same publisher, the way it works is we just purchase perpetual licenses for each version, my question is how can we create entitlement for this since we can attach only 1 software model, how will it reconcile? |
You will need 2 software models for the 2 editions and thus also 2 entitlements |
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56 |
This may be outside the scope of this call, but given that the NYDFS amendment to Section 500.13 (IT Asset Inventory) went into effect on November 1, are there any plans to incorporate or provide an easy integration to capture the five mandatory attributes: Owner, Location, Data Sensitivity, RTO, and Support Expiration Date? |
asset management inventory that went into effect. And so they're wondering if there's any way to, if there's anything going to be done to incorporate or provide these way to integrate these particular requirements such as owner location, data sensitivity, etcetera. I believe there should be a road map call coming up. All the road map calls are coming up soon, I believe. Aren't they Bradford? I think I don't have them all on my calendar, but they should. Yeah, the answer is yes. Now I will caveat, they are replays of the live events from Q3. So just level set on that. Yeah. That said, they're still based on, existing road map plans. The same one is actually tomorrow. So I will put there's still live attendees. There's still attendees there. So what I'm suggesting, these are great questions for road map calls, right? So questions about future enhancements, as long as yes, again, idea portal, idea portal, idea portal, right. But again, if you want to get the product team, you want to talk about future plans, road map, those are the type of calls that you want to bring these particular types of things up because it could very well be something for the rest of them as well too. And you'll have the product team there that has visibility into the future road map like Australia, Brazil, etcetera. So they might have something for you that we wouldn't have on this call. Again, if you guys don't, I don't know where the registration is for the road map calls. Bradford, do you by chance know? I put in the link in the chat now? So the Sam road map is tomorrow? It's the lot. We had one replay last week and the next replace tomorrow. So if you can't make tomorrow, we will be doing more road map events after the holidays, so you will have another opportunity. So I encourage you, I recognize a short notice, |
Extracted from transcript |
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57 |
What are some ways that you recommend associating cost to entitlements created from an MLS import? Since it seems to typically be associated with the contract, and no unit cost is provided by MS |
Sadly, this is still a manual effort. If Unit Costs are not included, this would require some manual input/entry after the bulk import is done at this time. Typically your Resellers and/or Vendors can provide you an active purchase history raw file which would contain this information, then it would require manual application after the MLS import. |
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58 |
Thank you! |
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59 |
Could someone please explain how data gets populated onto samp_sw_subscription table? Is it from SaaS integrations only? What do we do in the case of data being on this table that has Publisher and Product both empty? - it just shows a user & discovered user data. |
Records in there are from SaaS integration(s). Check that the integration is working correctly. Each record should have a product and a user. |
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60 |
we have set up our software models as per the entitlement, most of our licenses have maintence and in general this means the software model is set up to allow all versions. This often doesn't align to the authorised list of applications. App owners are asking us to align out software models to the authorised versions and flag which version is not authorised to use. Do you have any reccommendations of how to achieve this? We didn't really want to create software models for each version if the entitlement entitles them to use all versions but maybe we have made the wrong decision on the approach |
It says we have set up our software models as per the entitlement. Most of our licenses have maintenance and in general this means the software model is set up to allow all versions. This often doesn't align to the authorized list of applications. App owners are asking us to align our software models to the authorized versions and flag which versions are not authorized to use. Do you have any recommendation how to achieve this? We don't really want to create software models for each version at the entitlement entitles them to use all versions, but maybe we have made the wrong decision on the approach. I'm going to say I'm not a fan of doing the any any. I like having specific software models, tied to the entitlements and because of the potential that you might not, you might decide not to keep maintenance on said product, right? And if you do that, you want to know what the latest and greatest software model was when you decided to drop maintenance on it so that you can maintain that down the road. Also, as mentioned earlier, on the software model, there's a certified button and that's what I personally used to use to show, what was approved within the environment or not. Full disclosure, I would like to have a change made to our product where you have the choice of having the certified button either on the software model or the parent product. Because we all know that, once a most of the time, once a product has been approved, that all versions of that product are approved, unless it's changing per SE, maybe like from a on Prem license to a subscription license where you may have to have your information security, your enterprise architecture, re vet that product again, if it, if it switches from, how it's how it's deployed. But I'm, I'm a big fan. So I would say that I, that I disagree with your approach of using an any version type of model underneath your |
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61 |
So many DMAPs / PPNs (in the thousands) missing and its a constant challenge to get them added. With AI we must do better by the Content Team. Do you agree? |
We agree as well! its a challenge for sure. |
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62 |
Second that comment about resource value, how can we tie it to sam_saas_consumption_summary for resource based consumption. |
Try looking at this to see if this answers: https://www.servicenow.com/community/sam-blog/how-easy-is-creating-a-custom-license-metric-in-sam/ba... |
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63 |
Are there specific DMAPs for Software Suites coming from the Content Library that can be pre-selected. |
Couldn't find live answer in the transcript. |
N/A |
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64 |
Would it be possible for these webinars to include a screen-sharing component? I believe seeing a lot of this visually would significantly enhance understanding and bring even more value |
Feedback noted! we've done this in the past, however at times it may minimize our ability to answer as many questions as possible. for visual content, check out below! https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 |
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65 |
We deleted some software models that were not created by our SAM team. They were created by 'admin' and we removed them because they don't have any entitlement record, and they have 0 installs. Those software models have now been rediscovered. Is there something we can do to erase them completely? We will prefer to manually create our software models to keep both entitlements and models aligned |
Hey Victoria! Per below link, I recommend ensuring the 2 auto software model creation properties are disabled https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... |
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66 |
in situations where we do need more than 1 model (as in the free/subscription example); in the catalog, to support end user simplicity, i would only want that product to show in the catalog once and then have an field selection for the end user to select which instance they want vs presenting 2 catalog entries ... since we typically publish to catalog from the model, thoughts on how we could accomplish my desired outcome? |
I would use an order guide to accomplish this. You would still have two catalog items but the end user would only see the order guide. |
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67 |
Thank you! |
Couldn't find live answer in the transcript. |
N/A |
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68 |
Bradford - They are both SaaS integration and discovery. |
ok thanks for confirming Tara! I confess I'm not immeidately sure if this is expected behavior or not. is there a support case open for this? if not please consider opening one. if a case is open and this is execpted behavior, please consider submiting an ideal on support. |
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69 |
If I look at the E5 license and see the software suites, exchange server is not included. If something isn't included, then I can add the exchange server as a suite child? |
The Microsoft 365 E5 subscription grants "on-premises rights" to access the Exchange Server Subscription Edition (SE). For an on-premises Exchange Server deployment, every user or device accessing the server typically requires a Client Access License (CAL). The E5 license includes the rights to both the Standard and Enterprise CALs for Exchange Server SE. I would ensure that the Exchange Servier is licensed separately. It does not need to be nested, it can be a standalone. |
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70 |
Hi please provide the URL that contains all the official ServiceNow videos for SAM Pro |
Ask A Ranger - SAM videos - https://www.youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0 |
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71 |
On Removal candidate table, we have a field called “Justification”. What processes will create removal candidates with justification as one of “Dual License, Consolidate subscriptions, Employee Separation, Unlicensed” and which criterias will be considered to create a record with one of these justifications? |
The typical values are: Low (which includes no) Usage, Restricted Software, Dual LIcense. Its all the reasons. |
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72 |
What is the best phase in which Software models needs to be normalized is it during the initial MVP SAM Pro implementation OR during the Operations phase? especially considering the volume of discovery models that may not be fully normalized |
Couldn't find live answer in the transcript. |
N/A |
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73 |
'@eric Pett - TY - are there any videos or content I can review to see an example of the order guide for catalog (i assume i can leverage order guide in use case A but 'bau' catalog item for use case b) |
I did a quick search and I was not able to find a ranger video on order guides. You are correct you will be able to ask a single or multiple questions to help direct the end user to the correct catalog item. https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/service-catalog-manag... |
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74 |
Thank you Tom, currently we see the removal candidates are getting created in production with those reasons and we wanted to know how they are getting created? (we are ware of low usage, restricted/blacklisted and user surrended but not sure about other reasons and which rules are creating the records with those reasons) |
There are all created by recon job as a result of the rules |
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75 |
Is there a HAM roadmap session to register? |
https://www.servicenow.com/community/ham-blog/q4-asset-management-roadmaps-are-live/ba-p/3410543 |
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76 |
We can send an acknowledgement to End user whether to accept or reject the reclamamtion of a software. Will it create an approval record for end user to approve or reject? If it creates approval record, should they need business_stakeholder license to be able to act on the reclamation/removal candidate created as part of a campaign or restricted software etc.,? |
It creates a task but its not technically an approval so they should not need a license. |
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77 |
I would love to know how to pupulate "Last Used" in the Install table. |
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78 |
For SSO profile integration, is there a document that guide us how to know which sso application group is tied to specific license for that app? |
we do SSO integration with Okta and MS Entra ID https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... |
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79 |
These are servers that are not licensed separately. We want them to normalize to the E5 license for compliance. I'm trying to figure out how I show compliance because we get the license through the E5 |
This may be a great resource to read through: https://www.servicenow.com/community/sam-blog/microsoft-365-or-o365-license-compliance-and-optimizat... |
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80 |
Are there any gotches to look out for when using the SSO in Entra ID SaaS Integrations? |
Couldn't find live answer in the transcript. |
N/A |
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81 |
Are there processes on how to populate the cmdb_sam_sw_usage and the cmdb_sam_sw_install tables. Help |
I would use ServiceNow Discovery or other discovery sources like SCCM, Intune, JAMF to name a few that would come in through a Service Graph connector to populate those tables. |
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82 |
Thanks Tom! |
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83 |
Yes, we did now in the process of tracking usage. |
Couldn't find live answer in the transcript. |
N/A |
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84 |
Can the SSO last launched be used for figuring out usage for SaaS software when there isn't a direct integration? |
with sso you can see when users log in to be able to helpgauge if they are using the SaaS software or not |
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85 |
Thakn you Randy! |
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86 |
Thanks! |
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