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

[Kieron Dean]

About This Document

This document contains 69 questions and answers from the SAM Office Hours session held on September 16, 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 69 questions, 45 were answered in writing during the session via the Zoom Q&A panel. An additional 24 answers were extracted from the session recording transcript.

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)

Questions & Answers

#	Question	Answer	Source
1	Is there any documentation around the OOTB field 'Is an option?' on cmdb_software_product_model table, please? What is this used for?	there. Akash, is there any documentation around the out-of-the-box field is an option on the software product model table. What is it used for? Yeah, I was, I was going to look for some of that documentation, but I thought that was for and not to log into my instance, but I thought that was for database options. Database options? Yeah, I thought, I thought that too. I thought straight away, that's Oracle options, isn't it? That's what I was thinking. Yeah. Unfortunately demo data doesn't have any Oracle data or any database data. So like I'm all mine are set to false, right. So, yeah. So Sarah, great question. We will do a little bit of digging while we're on, but I think we're, we're reasonably confident that is a field that's specific to Oracle database products where you can have what are called options, so off the top of my head, things like mirroring is an option. So it's something you'd want to flag on a particular product. But we will, we'll do a little bit digging and if anyone else on the on the panel has a, an answer top of mind, please jump in. That's what we think that is related to. There's a question, should we see child product or drivers in the license usage workspace under a publisher? So just the first part of that. No, we are, we should see licensable products from a usage standpoint in the workspace. So, obviously when it comes to licensing things that may have components that are child or or drivers or excuse me, that that are child, not drivers, but but that are child, those are normally factored in from a component standpoint. So if we have so many Childs present with in a	Extracted from transcript
2	Should we see "child" products or drivers in the license usage workspace under a publisher? Discovery model is normalized with child or driver product type. Assumption is that once the "parent" is licensed this would be compliant, I just don't understand why a child or driver would be visible in License usage.	products. Are you seeing a children and drivers in the license usage? I, I haven't personally seen that. No, not usually. Yeah, I, I don't see that at all. We only factor licensable there. All right, let's see what else we got here. Is there any plans to make the software reclamation process more robust? I don't know if that's in the anything. Any plans on any software reclamation stuff in the road map? Does anybody from the product team know that one? So I, I guess I'm not sure what necessarily robust means. We added some features and a couple releases ago that help with being able to, let's say if I wanted to create a condition where I would only look at software installations assigned or I would skip software installations assigned to VIP users, right? Like, so we don't create it for anybody that's been marked as AVIP in the in the user's table. Or if I have certain machines that I don't want to create a reclamation for, let's say a device that's a development device or, QA device or something like that and only production. Oh, so we've, we've added some conditions, we've added conditions at the product level. So for that particular product, if you wanted to specify specifically we're looking for a enterprise edition of that software versus all of the various editions that it might be. maybe there's a free version that's	Extracted from transcript
3	This is one of the best and consistent sessions ServiceNow has to offer.  GIven the gargantuan efforts invoved with SAM-P and its interconnections with EA (formerly APM) TRM/TPM, this is a much needed/welcome session.  Please relay this to the leadership at ServiceNow.	Thank you so much Louis. We are committed to you seeing success with SAM Pro/Ent	Written
4	Would you please answer this community question → https://www.servicenow.com/community/sam-forum/ppn-number-not-found-in-sam-pro-content-service-65310...	So I did see a question here from Rohit how we wanted to answer the community question. I'm not going to go into that in too deep, but the answer is in community already Rohit. So the answer is creating a custom publisher part number. So what's going on is there the customers trying to import entitlement data with using the PPNPPN is not there. So it's not a giving them issues trying to create the software model etcetera through the entitlement import process. But I, yeah, so I would the in the community question, it does have, creating a custom part number and that's exactly what I would be trying next is creating a custom part number to be able to resolve any import entitlement import errors. So thank you Sherman. So what I can what I can take quickly. So what is ServiceNow Pro and Plus and what is something in Zurich for Sam Pro with better optimization? So I believe this question is related to ServiceNow Sam Pro versus now ServiceNow Sam Pro Plus. So Pro Plus is a, is a SKU that contains the AI or rather than now assist capabilities that are part of software asset management. So in Zurich, we've released a few capabilities specifically around things like publisher summarization, product summarization from a compliance perspective, as well as automating the software asset request process using agentic workflow. So these AI generative and agentic workflow capabilities are released in. They're actually the generative AI capabilities were released in Yokohama,	Extracted from transcript
5	Are there plans to make the software reclamation process more robust? For example, if the Revoke Client Software subflow fails for any reason, there is no indication or update on the RCC task record that there was a problem, it just remains in an "Awaiting Revocation" state indefinitely.	For example, if a user calls in and says my Adobe isn't working, how can we put Adobe in the incident ticket? That's more of a process thing on the incident, right on the ITSM side of things and what you would do there and how you would structure your incidents. However, software installations are not CIS, right? So you're not going to have ACI record associated with Adobe installations directly unless you have potentially set up an application CI for Adobe. In that case you could select that. I would say that this is also a different case because they could be having an Adobe issue with their on premise installation, which case it would need something to do with the actual installation of the software. Or they could be having an issue with their online which is their subscription based or they could not be assigned a subscription, etcetera. So there's multiple different ways. So I would say at this case you're probably looking at assigning that incident to either the user or the OR the actual CI itself and the laptop, desktop, whatever it happens to be. I don't know if I have personally any best practice on that because I am not on the ITSM side. I don't know if anybody's seen best practice on software and incidents. No, I haven't seen a doc. Yeah, I haven't seen any artifacts with that specific topic. No. Yeah, that's the best way I can answer that one. That's a tough one, right, because can be so many issues related to it. But if you want it, most likely it's associated with the user is what I would say probably. I see Teresa's question I not off hand, but let me take a look to see what we have on instruction sets around bringing in the SASAPI data into the same	Extracted from transcript
6	If our integrationprofile is set up correctly for SaaS subscriptions, what fields would I expect to be changed from the portal download of used subscritpions- is it last used on the software install records for the CI?	What field should I expect to be changed from the portal download of used subscriptions? Is it like a software install record like so you see last used? And the answer to that is no, it is not like software installation records. SAS subscriptions are dependent on what the publisher actually publishes in their API. Sometimes you will see in the software subscription table a last activity date. That depends. Again, it's all dependent on the publisher. Some publishers provide that, some do not provide that. There's some also some additional usage type information. You can get it for SAS under the SAS feature usage. So there are products like Zoom Box, those things which actually through the API we're able to download more specific features, usage information from those publishers like created a meeting. Those things are login. So what I recommend is with every SAS publisher you need to see which data is actually coming in from that publisher and what's actually available for that publisher. So it's not just a given. Yes, we should always see this field or always see that field. It will vary based off of SAS publisher. The same thing with on the software installation record. So for your on premise installations and you have that last used field, I'm going to be honest, I see a lot of service graph connectors that are no longer really updating that field reliably. I've seen a lot of discrepancies in that field over the past year and a half. I don't know Ben, Randy, if you've seen that as well too, but we used to report on quite frequently the last used field and use that as a good indicator of whether or not your installation records were current.	Extracted from transcript
7	Hello Team, I would like to check how to create multiple Reserve entitlements for Microsoft.	All right. And then there's another one here about they'd like to check how to create multiple reserve entitlements from Microsoft. I'm not going to answer that here, but I will post in the chat. I've done a whole video series on 365 and that is one of the videos that I have posted. So I will post that in the chat for you so you can take a look at that video. That's all I got teed up right now. So that needs to be there. There's there's one right here question from Hunter and Sam Pro. So wanting to know why are some of us installed products, not creating the products with installs and the software asset workspace and, and just for the products that are showing up there, those are definitely going to be licensable products because the purpose of that feature is to understand the consumption of your licensable software. So, if we have installs of of Windows Server, for instance, how well is it consuming the Windows Server entitlements or how well is it consuming the core infrastructure server entitlements? How is it being consumed? Right. So without knowing anything and, and without seeing the instance, it's possible that perhaps the install that we're Speaking of, maybe it's not licensable or or it may not be a product that would that we will be measuring consumption around. So again, that's just knowing the information that I know about that feature and what I have in this sentence here. So, Yep, All right. So the next one I picked out here is for incidents, what's the best practice or standard to select software as ACI? For example, if a user calls in and says my Adobe isn't working, how can we put Adobe in the incident	Extracted from transcript
8	What is Servicenow Pro and Plus ? and what is something in Zurich for SAM Pro with better optimization.	Couldn't find live answer in the transcript.	N/A
9	In the SAM - Pro module why are some of my installed products not creating "Licensing - Products with Installs " in the Software Asset Workspace	Couldn't find live answer in the transcript.	N/A
10	Can we see something on license allocation for user based licenses? How to manually allocate the licenses?	Allocations is a way to make an explicit connection between an entitlment (often thought of as a license) and a user or a device. Both are possible. There is a place to add allocations in the User Interface form for the Entitlement.	Written
11	Software Entitlement : We are facing a small challenge in managing the unit cost for multiple products with unlimited rights under the enterprise commitment. Are there any best practices or suggestions for this scenario?	Can you describe the challenge in more detail?  With unlimited licenses because we don’t have a quantity value, the unit cost is the total cost of the license.	Written
12	For incident tickets, what are the best practices or standard to select a software as CI? For example if user calls in and say my Adobe is not working, then how we can put the Adove in the incident ticket?	We talked about best practices around what should be creating software models. should it be you, should, should we allow the integration to create software models versus the entitlement? I know we talked about user data, that's a big one. A lot of folks get tripped up on that user data coming from the SAS provider and then the sys user table data having a having to match up. I know that there's, there's, there's things we need to look out from there as well. There's just a lot of factors, a lot of places where it can go wrong in cloud hybrid to make sure things are mapping and matching right. so for instance, we have a user, associated with and with the I don't know, an Adobe Creative Cloud in the SAS profile. But the machine that they're that they have the on Prem installation on, they don't have an assigned to on it, right. Is one that we bump up against. That's also a huge issue. Yeah, exactly. or we have the Adobe Creative Cloud software model that was created from the entitlement. However, the direct integration profile as part of this process is going to create the software model. And what we wind up having is we have one software model that's associated to the entitlement because we created the software model with the entitlement. And then we have another software model that's associated to no entitlements, but it was created by the integration profile. So it has all of your user subscription information on it. We see that disconnect a lot as well. Yep, exactly. That's where we talk about, OK, if you have if you're importing an entitlement or creating an entitlement for on premise software, yes, use your PPN, right. Use your PPN to create, if you're creating an entitlement or your SAS based software, create your entitlement off the software model created by the SAS integration or if you are doing it, by creating the entire using the PPN, make sure they match right.	Extracted from transcript
13	Do you have any good instructions on bringing in your SAS API data into the SAM Workspace	have on instruction sets around bringing in the SASAPI data into the same workspace. I don't know if anybody else would know where to point to Theresa, but I can't think of any off the top of my head. As far as Jonathan Powell's question, there should be so for your software installs, if, if we see a set of of software installs that are requiring action there should be a field called active equals true or false. That should be your indicator to let whether or not the install this is still alive. In fact, talking about products with installs in our recent question one of the reasons why an install maybe require an action is because maybe it's maybe it is active install equals false. So, but yeah, you would check the active flag for your software installs to know whether or not it's still alive. I see one here from Vicky's reporting there's a bug with child product. Should have lost there it is child product on the workspace. They've resolved the temporary. I would say if you found a bug, you should be logging a case with that. Vicki, make sure it gets into the system because if it is an actual bug, they will log that as a defect and get that over to our dev teams to remediate. So the best way whenever you guys notice any issues that you think could be OK, Vicki, you did log a case. Thank you very much. That's absolutely great. That's the best way to get things into the hands of our developers, just getting that case open. I even have one open right now for a bug that I found as well. So looks like we have a few hands up. Do we want to allow them?	Extracted from transcript
14	On the Installs requiring action page, what is the best way of identifying that an install is still 'live'?	Yeah, unless they're unless they're identifying, what that unlimited for all of those products, what the cost is individually that total up to that 2 million. I, I don't know of another way of being able to do that. Yeah, being able to identify individual costs if it's not in the contract, right, the contract, if the contract is has all of the cost as a single line item and each individual product, it doesn't have any cost associated to it. The only other thing I can think of is splitting it up amongst all, let's say 5 products or 10 products or whatever you have that would total up the, that value. But that's probably not OK. And more on the anecdotal side, if, if the goal is to understand, cost management for this specific enterprise agreement, and, and software analytics, you do have the option to sort the IT cost management information on one specific publisher. If we want to get a snapshot of true cost and usage from a publisher family standpoint, you can sort or filter your software analytics on specific publishers as well. If you have multiple products within the Yeah. So in fact, we tried, in fact we tried creating a software contract license contract with the commitment price and we have linked all the entitlements to it. Even that is not computing any value on the software spend in the dashboard. So because we understand that there is no unit price, no updated on the entitlement.	Extracted from transcript
15	I am curious how Adobe SIngle App functions as it pertains to compliance and entitlement alignment.   Since you publish the adobe software models for request say someone wants adobe illustrator but that is the only app they have. This is now an adobe single apps license based on how it comes into the integration profile discovery. But Adobe illustrator doesn’t have entitlements associated with it and the single apps pro model doesn’t have suite associatetion with assume suite for 1 install and the individual models associated witht he single apps so the auto allocation flow fails and assumes the need to purchase. Am I missiong somthing in understanding how to do this?	Another thing that that we see as far as catch all software models, which I assume we have specific installs and they're being mapped to your, your catch all software model. We also see that a lot where if we have processes like the auto create feature creating software models for you, and you may also have software models being created by the specific entitlement and your installs are being mapped to those catch all software models that were created by auto create, right? We, we see that a lot as well. That may be something you want to watch out for as well. So, but I like the auto create part, right? But so do we need to then go in and what just massage it to put in the right place. Go ahead, Tom. I wasn't saying the I'm a soft for model minimal. I like those to be as tight as possible. And the catch all is a great way to do that right And have all the entitlements roll into one thing so that it's even more obvious, like what's going on. But if you, if you have it auto create and you're buying stuff on like, in a spread fashion, you're going to end up with more models, right? So just evaluate whether or not the model creation is doing you a favor or not. And then choose your choose your plan from there. Got you. I like to be able to treat it like, OK, I've, I've got all these ones now I'm going to scan all my coupons to make sure that I'm knocking down all the downgrade ones. And so that way I can be very confident that I have nailed this product into the sun. And it is, it is completely cooked right? And I've and I've got it, I've got it ready to roll,	Extracted from transcript
16	What is SAM Pro and Plus ? and what is something in Zurich for SAM Pro with better optimization.	Couldn't find live answer in the transcript.	N/A
17	There is a bug with that child/product on the workspace. I had resolved it temporarily by reverting normalization	We have solution consulting, we have product management. So we are confident that we can address your questions, your queries, your asks. So as I said, please use the Q& A function to drop your questions in there. We will answer some questions live. We'll have a hopefully good conversations. We'll also address your questions in written response as well. So yeah, don't be shy. Any questions, please feel free to drop them into Q& A. And one last thing I did want to call out, just while waiting for some questions to get typed in, is that as I'm sure everyone knows, the Zurich release of ServiceNow is now GA. It went GA earlier this week or late last week rather. So please do, if you haven't already, go on to our docs site, docs.servicenow. com and check out the release notes for item products, specifically software asset management, where you'll see all the great features and functions that are included in the Zurich release. Right, that's enough from me, I'm sure. Panel, are there any questions that you guys want to want to call out that you've seen so far or any topics you'd like to discuss while we're on? They're right off the hop with some stumpers for us. I tell you, they got me thinking already. That's always good. That's a good question actually. Also, I'll read this one out and I don't know the answer and maybe somebody from our product team not going to call out names there. Akash, is there any documentation around the out-of-the-box field is an option on the software product model table. What is it used for? Yeah, I was, I was going to look for some of that documentation, but I thought that was for and not to log into my instance, but I thought that was for database options.	Extracted from transcript
18	Are there any plans to make 'deprecated' attributes in SAM SW Installations (with labels marking it so?).  We observe that, they were communicated as deprecated for around 3 years.	are there any plans to make deprecated attributes in the software install table, I guess more identifiable? I, I don't have an answer to that. I definitely get it, but I, I don't have an answer to that. I wouldn't be able to answer that. I don't know if there's somebody on from product management that can shed light, but as far as I know that there that there are no plans to make deprecated values more visible than they are outside of the patch notes. But someone can correct me if that's not the case. And that's also a good thing to put in the idea portal. Yeah, and I would definitely recommend putting that in the idea portal. OK. This is an interesting question. So when they approve a part number suggestion, it creates new model and they lose valuable information that was originally added in the initial model. I can see that. Yeah, I can see that, yeah. So is this expected behavior of the function? I don't know. I don't know honestly on that one. I don't know honestly either. So part number suggestion is just just so if for for those of us on the call who may not know. So for instance, hey, we have a publisher part number. That publisher part number may not be part of curated content, right? So we create a custom one, right? And, and then, high temp content gets a hold of it and they may add it or create or you, they'll, they'll see that there's a custom part number. They'll do their research, they'll work with the vendor to get the appropriate part number, right. It may be a net new part number after working with the vendor and you have a part number suggestion based on that custom one that you built as part of the	Extracted from transcript
19	Please expand on the Software Product Parent-Child Relationships (samp_sw_product_rel_child) if appropriate.	The main use case for the Software Product Parent-Child relationships is for lifecycle data.  This helps with child products using the same lifecycle information as the parent  https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage...	Written
20	Is there an OOTB way to be notifed about new software installs for review? ie so someone can determine whether or not a SW Model is ‘restricted’ - if not, do you have a suggestion on how to approach this?	2 suggetions to address this. I would 1st create a report in Platform Analytics to show new discovery models and the associated software models (so you can get at the restricted or certified field). A Filter for “ungoverned” ones wherenether box is checked would also work. Then this report can be scheduled to send if there any rows in it.	Written
21	Software Entitlement : We are facing a small challenge in managing the unit cost for multiple products with unlimited rights under the enterprise commitment. Are there any best practices or suggestions for this scenario?	answered this previously, we need some additional information around the small challenge.  Unlimited rights have no specific quantity value, so the unit cost is the same as total cost.	Written
22	In SAMP, when we approve a "Part Number Suggestion", it creates a new model and we lose valuable information that was originally added to the initial model. Is this the expected behavior of this function?	And they accept this new part number and this spawned off a new software model. I would say that is the expected behavior, but I definitely understand the, the frustration there. It doesn't do a merge, unfortunately. Yeah, you'd have to, yeah, either merge it or repopulate the new model. Again, another great, great thing for yeah, it's great observation, right. Because if it should be carrying over, if there's been any customizations made to that original model, right? Like say life cycle or something like that, right. It should be carrying those over. So emerge would be good. We need some other people reading ahead here. Let's see here. Is there any plans to enhance the last scan time stamp more in real time? No, I would say there isn't. I don't know for sure, but I highly doubt it, right? Because that's going to be Service Graph Connector or Discovery Source dependent, right? Because not every Service Graph connector or discovery source uses the same value right from the source database to populate that last scanned date. So I would say there's nothing probably on our side to enhance that unless they do some service graph connector update or something like that and map the field to a new field or something. But I wouldn't say I know of anything officially planned for that. It would be probably dependent on each individual discovery source. You have a hand up chain. Do you want to unmute yourself and ask you a question?	Extracted from transcript
23	We are seening the any version model created with installs requiriing action. This installs requiring actions should be using the entitlements from the higher models which should grants rights to those lower versions.  it seems that the any versions found are not pulling down licenses/entitlements which should cover them.  What going on here?	But when you say consolidated, that consolidated on a generic version list model or consolidate just the all year, yeah, on a version list model wherever possible that has downgrade rates for coverage. Got it, got it. OK, Yep, yeah. And I and for some things you'll have in the, you can do version lists and additional lists for some things you got you'll do like SQL Server standard, SQL Server Enterprise and cover the bases that way, right. But again, that's not always a solution. That's my general fix when there's a lot of mess going on. Model management is something that it's, it pays, it pays you back to pay attention to closely. Yep. I just wanted to take two minutes here to show. I know we've, we've talked this topic a lot, but I wanted to show the D map mapping behind the scenes. I know a lot of people enjoy when we show some things live. So hopefully you can see my screen and what I'm showing right now is the software entitlement definition table and what that is showing me here. So I've got it filtered on Snagit because that's what we're using. So we see that this DMAP ending in 2:02 is for 2018. the version starts with 2018 and the next version is 201. So if I look at 2:01, which is 2019, the next version from that is 857, which is 2020. So this is how the system maintains on the back end the versioning. Now it's not perfect, but if it exists, right, it's going to be by using those out-of-the-box. So this is the content table based data that helps show the relationship between versions and where it shows it. So that's when you that's one of the main benefits of using out-of-the-box D maps as you might get a lot of this next version information coming down from content.	Extracted from transcript
24	What is the best way to load entitlement data into instance? shall we load in PROD and then clone pre-prod instances? Or we should gradually move entitlement data from Dev to PROD?	For entitlements you are confident you can load correctly and you want to be reconciled Prod is the place, if you are playing or trying out things thats a good place to try a sub-production environment like Dev.	Written
25	Sarah, I found the tech doc on it.  https://www.servicenow.com/docs/bundle/yokohama-it-operations-management/page/product/discovery/conc...	Looks like this is answered	Written
26	If a device is retired and software installations are removed from CI what should happen if the software install data is resent by discovery source even though device is retired in ServiceNow?  Will software installs repopulate?	Yes, the installs could be repopulated	Written
27	Any chnages are we expecting with this migration with reclamation ?	I believe we answered this - but the main update is related to the actual migration.  Additionally, some error handling has been added as well as some checks to reduce the possibility of an error.	Written
28	I am considering implementing CSD. Has anyone successfully done this? Did it help improve the process or make license and software reclamation more efficient? Thanks	Neena - yes, we have a number of customers that have utilized the CSD functionality to reduce the manual effort in relation to reclamation.  I would suggest using the CSD 2.0 functionality that has more integrations to additional discovery sources.  There are Ranger videos on Youtube that show this process:  https://youtu.be/f13g9_6RMFA?si=2xcp9-RK-Nq_ZGyA	Written
29	Are there any enhancement or plan to enhance ‘Last Scanned’ stamp more realtime? In other words, more close or par to ‘Most recent discovery’ stamp?	Couldn't find live answer in the transcript.	N/A
30	Is there a way to exclude software that is discovered on a file server	Norman:  Take a look at this to exclude CIs and the software  on that CI  https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage...	Written
31	In the context of collecting SAM Metering through Windows 'UserAssist', (instead of OSQueryd), are 'SAM Reclamation rules' a pre-requisite? (We think, collecting usage data should not be dependent on reclamation)	You are correct, it is the reverse, the Reclamation Rules are dependent on Metering data	Written
32	Is there any work being done to correct issues with the CDS normalization services? We see many issues with the correctness and quality especially around M365 and Adobe Creative Cloud applications	is that with stuff moving around Adobe, especially their big, their big part number changer people in general is that these things just occasionally don't line up. So the the move is take a look at your software models table and just look for ones that are not linked to entitlements and or are not linked to installs or usage, right. You want ones that are linked to both sides. And you can even add a field like I've shown customers how to like add the entitlement count to the field to the OR sorry, the add, yeah, the entitlement count to the model. So that way you can see which ones of these are not being like the connecting point in the middle. And that way you can see where you've got zeros on one side or zeros on the other side and work to consolidate those so that it all lines up right. Otherwise you're going to have two models and one's, they're going to fail on one side and not on the other side based on that. Yeah. And I know, I know we're out of time. So I wanted to show one thing, but I don't know if I'm going to be able to. I'll quickly show it. And there's a question coming in about why are reclamation candidates being created for my Adobe when there's no sudden there's no subscription? And that's going to depend on what you've got set up in your system, right? So if I'm looking quickly at a reclamation rule, right, if you have this one set up for installed software, So this is looking at the installed software table and unless you check off this include this include no activity could be checked off. So it will be creating a reclamation candidate when no activity data has been. Picked up. So this could be creating a reclamation candidate or it could be coming from the SAS space. So take a look. This is a really interesting one too, right? And making sure if you're not getting reliable usage information, you probably want to not have this checked or if you just want to plan out or remove it. If you're confident in your in your usage data,	Extracted from transcript
33	Follow up → Should I log a content service case?	Yes, that is also an option as well	Written
34	Issue with Microsoft365 integration profile not pulling in users.  Showing zero on unlicensed subs.  Credentials all look correct.  Not sure what settings to look into further to see how this can be fixed.	Take a look at the ranger videos on this integration to see if you missed anything. https://www.youtube.com/watch?v=wGIlmdttgjQ&list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0&index=36&t=5s	Written
35	1) What other products can give us sw usage data if we don't use SCCM?	There are a few sources which provide this data & we have Service Graph Connectors for….please check out the following link: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1588232	Written
36	3) We are seeing application updates (monthly, biweekly) in the install table.  Is this happening because someone hasn’t configured our discovery or service graph integrations correctly?  We use Service Now discovery for servers and InTune and JAMF for user devices.	Collaborate with your ITOM team to conduct discovery more frequently.	Written
37	We have Software models mapped to Catalog items directly. How shall we handle if we have various version of software models entitilements are present. Entitlement for 2018, 2020, 2022 etc. Which version shall we map to the catalog item?	The Catalog item should be linked to the latest version typically assuming you have license availability.	Written
38	Are there any plans to improve SAM Workspace and make it more use friendly? (like delete actions on related lists, delete records in list view etc., ootb)?	Daniel - thank you for your question  We are looking at various updates to SAM Workspace and some re-design based on customer feedback.  For any suggestions please use the Idea Portal on community and we will evaluate as we go through this process.	Written
39	Are there any new SAM integrations within Zurich release? Any additional in development?	just under 40 direct integrations that we've pre built. And I should quite rightly say UKG Kronos isn't included in that list of direct integration profiles. So what can you do? So there's a couple of options. Firstly, if you're leveraging single sign on, so something like Octa or Entra only known as your in order to route the users through to that particular SAS application, then we're able to tap into that single sign on integration and get visibility into usage. So and think of that as a little bit shallower. So you'll only see last used activity. You won't get deep analysis on what they're doing inside of that particular app, but you will at least see if people are connecting and the time stamp for when they last connected. So that's one possible route if you have single sign on. If you don't, then what you could do is build your own integration. So we provide a capability called SAS License Connections, which enables you to build your own integration. Now that does require UKD, Kronos, this SAS application that you're referring to having an API that can serve up that information. If they do have an API that you can connect to, then you can build your own integration. And this custom integrations capability leverages Flow Designer. So even though you're building it, you're not building it from scratch. You're effectively using a template. We provide the template flows and sub flows in order to connect to the API, pull down users, pull down consumption data and also if again, if the API supports it, a revocation process, so whereby if someone's not using it, you can reclaim that particular subscription. I will post in chat the relevant docs section for that. But yes, I that generally is how we recommend customers approach SAS applications where we don't provide a direct integration profile for.	Extracted from transcript
40	I am reviewing my Adobe Acrobat compliance stance and noticed a number of Removal Candidates tasks been created with the Low Usage Justification. From my understandting Adobe Cloud does not track usage information. I also have SSO Integration with Azure set up but there is no SSO configured for Acrobat. So why is my SAM Pro creating Removal Candidates for Adobe Acrobat?	Couldn't find live answer in the transcript.	N/A
41	How do i view the Software content library in Xanadu	You need to ensure that you have installed the Content library portal store application. https://www.servicenow.com/docs/bundle/xanadu-it-asset-management/page/product/software-asset-manage...	Written
42	When trying to load entitilments we have import errors asking Software model is empty even though Publisher, product, version and edition are present. Shall we create Software Models manually? Any best practice suggestion	The Software Models via the importer may be having issues fiunding exsiting ones. Sorry running outof time so can’t give a deeper answer	Written
43	Where can we get list of tables used in workspaces so that we can create reports that are not OoB?	ITAM / HAM Workspace → alm_asset, alm_hardware, cmdb_ci_computer	Written
44	'@tom boudrea - thank you! That was what I was thinking. We want an official ‘review’ to occur in that moment. Question - I am struggling with WHEN to create a Software Model in this case since there is no ‘restricted’ option on a Discovery Model. Would you suggest turning on the sytem property to automatically create a software model?	There are plus and minuses to auto create. Another thing you could do is create a platform notification configured for a net new discovery model being created.	Written
45	We use a supplier for license procurement, but sometimes the actual PPN and the supplier's PPN do not match. Which PPN should we actually use in ServiceNow?	Use the manufacturer’s PPN, not the reseller’s internal product SKU.	Written
46	' What's the best practise or any doc for Salesforce licensing for Marketing cloud and CRM Cloud	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...  https://youtu.be/AmjZmPivn7k?si=yU0qKmtwbDZEPgNc  https://youtu.be/W1I4C2ZdLjg?si=VCMQydFCobTd3Y5N  https://youtu.be/PfDe_-j4g9w?si=cX2WaaQ_C1VoxpNM	Written
47	Can you explain what SCCM Remove Software Job does, and how will this schedule job affect Reconciliation, software installs and entitlements?	it removes the software installation off the CI - updating ServiceNow record as well as the SCCM record.  Making sure all your records are up to date	Written
48	what is the best way to be able to flag a software as free and/or open source software. This is mainly for regulatory compliance reasons and my best guess is to add a custom field onto the software installation record	try using Product Type	Written
49	If DMAP are missing from the software product we were told to raise a CR ticket which we did. Then our ticket got rejected and they metioned we need to provide PPN's, which we did and got rejected again. Can someone please tell me the correct process? What information do we need to give CR Team to complete this request? Thanks	Hi Neena, here’s the KB for the Content Request Process: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790305 Hopes this helps clarify…	Written
50	On the Sampro renewal calendar, it is restricted to only making entitlements/contracts pending expiration in 60/90/120 days visible. Is there a way to set up the calendar to have full visibility despite the expiry set date?	The calendar is the workspace is limited to those days. That said you can use platform analytics to make a report (a calendar view report is an option I believe) to see different date windows or groupings.	Written
51	Plugin upgrades in ServiceNow - if the report says Plugin version is upgradable should it be upgraded separately, or will it be done when the next release is completed?	Typically plugins would be auto installed when upgrading to the next release.  If it was done for a future release but compatible with an older release, then you may need to upgrade manually.  Additionally, sometimes we create store releases that are “trued-up” with a future release which makes it automatic, but manual upgrade until then.	Written
52	When you bring in your SaaS software through an API into ServiceNow SAM Workspace where does that data get imported?  Do you have specific informaiton on how to bring that data into the SAM workspace	this data should be populated here:  samp_sw_subscription	Written
53	We have purchased a certain Health Care related software and we have confirmed that it is installed on a list of laptops, but we can't see the installs in ServiceNow or SCCM. What could be the possible reasons?	If you don’t see it in SCCM, then thats not going to make its way into Servicenow. Perhaps a different discovery tool that looks deeper could discover that particular software title.	Written
54	When integrating with Azure we have SSO applications coming into the system, but the Software models are empty. Shall we create model manually ?	Models get created by the entitlement side of the house typically. Then once thats done it should reconcil against the SSO applications and their usage.	Written
55	Why would there be a need to not capture software from a CI?	I think a big use case could be contractor computers.  They need to be on your network, but you are not responsible for the license compliance for the software on those devices.  Another could be leased devices that your are not on the “hook” for software complianace.	Written
56	How can we track ESRI concurrent licenses ?	Not to get too into the weeds with a specific publisher, however our engineering licesnse management may cover this https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage...  If you are leveraging a license manager today, look into this doc for more details	Written
57	we understand one sw cat item to one sw model.  is it possible to have more than one sw cat items linked to one sw model, and if we do that what would be the potential impact(s)?	you could create a Vendor Catalog item where you then can have multiple cat items associated to a single software model  Customers have done this where they might have different versions associated to different user criteria of who can see. Or they truely have different vendors that provide and they can use the price to make the choice for the same model.	Written
58	Some publishers sell licenses in packs but when I'm creating entitlements the only license metric I am able to add the Number of packs and Rights per license pack for Per Core license metric. How should these entitlements be added when their license metric is not Per Core?	MS does have those core 2 packs and the UI onlys shows that for those as you identified. For others you can adjust the quatities / prices to reflect the pack situation I believe.	Written
59	I got the below response from ServiceNow Support when I logged a support case asking how can I track ESRI concurrent licenses.   *************  We don't support concurrent use licensing for ESRI. This is because this requires integration with the ESRI license manager which has details about concurrent licenses assigned.  There is one important point too  Concurrent use licenses has been deprecated by the vendor since Jul 2025. Is it still required? They seem to be converting to named user licenses which we support.  https://pro.arcgis.com/en/pro-app/latest/get-started/concurrent-use-licenses.htm   In case, If you still want to manage through concurrent licensing they can explore the custom license metric option but that will require a lot of manual effort and maintenance.  Would you advise what should I do ahead?	For concurrent licening there are two options OpenIT or OpenLM integrations which read from the concurrent license servers. In Servicenow both of those are listed under “Engineering Applications.”	Written
60	I have a license that's trued up once a year.  So they have 500 licenses now, but will purchase whatever the difference is at the end of the year. How do I input these entitlements/set up the software model so that users can continue to order the software even past the 500? Can we get a "True-Up" report annually?	REconciliation is providing exaclty that function. It will tell you you have used 540 say and your true up will be X based on the unit cost known	Written
61	What are some of the reasons a software discovery model would previously be Normalized by subsequently render Match Not Found?	Changes in the Normalization Content Service, Changes in the Discovered Data, Local Customization or Overrides  Best Practice When You See “Match Not Found”:  Check the Discovery Model record (cmdb_sam_sw_discovery_model).  Look at the History tab → see if the matched normalized model changed or was deleted.  Confirm if the manufacturer/product string changed in the last scan.  Review the latest Content Service update logs (sometimes notes reference removed/merged entries).  If the product is valid but no longer in content, create a custom normalization rule or submit a Content Service request via HI.	Written
62	Is it worth creating a custm license metric?	only if there is not OOTB metrics	Written
63	Would it be possible to have a comment field in the PPN suggestions? When we don't accept the suggestion, it would be great have a field to enter the reason as to why we don't accept it, sometimes the information/details might be able to help improve data in the content library.	This is a good suggestion - where it becomes a required field when a customer rejects - can you please add an idea portal record for this.  Thank you!	Written
64	' when it comes to saas , we dont have any direct integration profiles for UKG- kronos . so , any thoughts of how to handle this ?	I thought the content library would just handle that if it depends on how you created it, right? So if you created it using APPN and out if it's using an out-of-the-box D map, then there could be within the content. So the way that downgrade rights work when it comes to how the system processes it's all controlled through the D map. So if you're using an out-of-the-box D map and you've got an entry for 2025, there should be a corresponding. I'd have to remember the exact table name that says this D map for 2025 is this is an upgrade of this D map which was for 2019 let's say, or 2020, whatever the next version down was. So that's how the system goes and applies automatically can help apply downgrade rights. So if you've done anything manually where you say, created your software model, use a custom DMAP or something like that, it's not going to know that the next version down is 2019 unless you tell it, right? So I'd have to then create a model for 20/19 and say on the model version, there's a next version field where you'd have to say the next version is 2025 and do that linkage between the two models yourself. So yeah, it depends. Go ahead, Ben. No, I was going to say, and this may be a perfect use case for that products with installs that that we were just talking about. So what was the product that we were talking about, Michael, what's the name of the product again? I don't know. I can just say I don't know. Texmoth has an example. OK, so this so this may be a good use case for products with installs. And what you can do with products with installs is let's say the product was	Extracted from transcript
65	how do we show the price on the catalog for the users for these enterprise based products..	Unit price	Written
66	We have many SW Discovery Models with a Normalization Status of Match Not Found, what causes that and how do we minimize the growth of this scenario?	Improve Discovery Data Quality - make sure your discovery sources are up to date and have access to all CIs.  Make sure NDS is set up to make sure the company table is normalized.	Written
67	Feels like it should either use unit price or the the over arching contract price	unit price	Written
68	Hi, I’m new to ServiceNow Yokohama and our Org is not live yet. Can you guide me to the best onboarding and training resources available for beginners? someone related who is from SAM and HAM (ITAM) Background	Ask A Ranger SAM Playlist:  https://youtube.com/playlist?list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0&si=S9iGS3uOsUX1QSsc Ask A Ranger HAM Playlist:  https://youtube.com/playlist?list=PLkGSnjw5y2U4MVzsIHSsDG0EC_zvsgOvY&si=Ea3Xcj7794eekWWL Setting up for Success with SAM: Modern ITAM Principles & Setting Realistic Expectations:  https://youtu.be/9e3CP3vDU00?si=eG3pvFCGTUee4zwH	Written
69	Hi, I’m new to ServiceNow Yokohama and our Org is not live yet. Can you guide me to the best onboarding and training resources available for beginners? someone related who is from SAM and HAM (ITAM) Background	Recommended SAM Trainings: · SAM Getting Started · SAM Fundamentals – Highly Recommended to ALL Customers o On Demand version: Software Asset Management (SAM) Professional Fundamentals On Demand · SAM Entitlement Basics · SAM Discovery Basics · SAM Reconciliation Troubleshooting · SAM Normalization · SAM Simulator · CMDB Fundamentals · Cloud Cost Management   Recommended HAM Training: · Hardware Asset Management (HAM) Fundamentals · Hardware Asset Workspace overview Mobile Hardware Asset Management Fundamentals	Written

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