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2 hours ago
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
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# |
Question |
Answer |
Source |
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1 |
Is there any documentation around the OOTB field 'Is an option?' on cmdb_software_product_model table, please? What is this used for? |
hey'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, 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, yeah. So Sarah, great question. We will do do a little bit of digging while we're on, but I think we're, we're reasonably confide... |
Recording |
|
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. |
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, you know, 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, we are, we should see licensable products from a usage standpoint in the workspace. So, you know, obviously when it comes to licensing things that may have components that are child or, or or drivers or excuse me, that that that are child, not drivers, but, but but that are child, those are normally factored in from a component standpoint. So if if we have so, so many Childs present with with in a suite of a product, then yeah, maybe those will be factored in from a from a licensing standpoint. But when it comes to licensed usage, we are we are looking at licensable products. Are you seeing a children and drive... |
Recording |
|
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... |
Good morning, good afternoon, good evening. Welcome to your dedicated office hours for ServiceNow Software Asset Management. Just going to wait for a couple of moments while people are still joining. If you guys want to say hi, please use chat to let us know where you are calling in from today. It's always great to see where customers are joining us from. And if you have questions for our panel, then please do use the Q& A function for that. We, we, we're all monitoring the Q&A. So if you do have specific questions, go ahead and put them into Q&A. Please do not put them in chat. Chat is to let us know where you're joining from at the moment anyway, so I can see we've got some people calling me from from the UK. That's nice. Not to be, not to be the sole British voice on here, but we've also got people from Texas, Montreal, Arizona, San Diego, India all over. So. Yeah, Well, even a Canadian, I'm happy to see some Canadians. Not many of us, but they're some you. You rarely see two togeth... |
Recording |
|
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. |
looking at licensable products. Are you seeing a children and drivers in the license usage? I, I, I haven't personally seen that. No, not usually. Yeah, I, I, I, I don't see that at all. We, 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, I guess I, 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, you know, let's say a... |
Recording |
|
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? |
answers the question and you can see more details on our on our dock site. If you go to the dock site search for now assist for software asset management, it'll describe those features that are included with the Pro Plus SKU. All right. So this question here about our integration profile is set up correctly for SAS subscriptions. 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 kind ... |
Recording |
|
7 |
Hello Team, I would like to check how to create multiple Reserve entitlements for Microsoft. |
is current or not because that last use date is just not reliable. You can go ahead and try and fix it and look at the look at it, but it depends. I think the source is not necessarily capturing it as well as it used to. 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, 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, and just just for the products that are showing up there, those are definitely going to be licensable products because the purpose of that fea... |
Recording |
|
8 |
What is Servicenow Pro and Plus ? and what is something in Zurich for SAM Pro with better optimization. |
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, I believe this question is, 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, the agentic workflow released in Zurich and those are... |
Recording |
|
9 |
In the SAM - Pro module why are some of my installed products not creating Licensing - Products with Installs in the Software Asset Workspace |
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, 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, and just 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, you know, if, if we have installs of of of Windows Server, for instance, how well is it consuming the 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, and without seeing the instance, it's, it's possible that perhaps the install that we're Speaking of, maybe it's not licensable or or or it may... |
Recording |
|
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? |
, maybe it's not licensable or 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, 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 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,... |
Recording |
|
13 |
Do you have any good instructions on bringing in your SAS API data into the SAM Workspace |
ay 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 workspace. I don't know if anybody else would 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, so for your software installs, if, if, if we see a set of of of software installs that are requiring action there, there should be a field called active equals true or false. That should be your indicator to let you know, you know whether or not the install this is is still alive. In fact, talking about products with installs in our recent question one, one of the reasons why an install maybe require an action is because maybe it's maybe it is active install equa... |
Recording |
|
14 |
On the Installs requiring action page, what is the best way of identifying that an install is still 'live'? |
o 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, 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, and just 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, you know, if, if we have installs of of of Windows Server, for instance, how well is it consuming the 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, and without seeing the instance, it's, it's possible that perhaps the install that we're Speaking of, maybe it's not licensable or or or it may not be a prod... |
Recording |
|
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? |
e scenarios. So you have a, so basically you have a an enterprise contract with multiple products underneath that enterprise contract. So would you not create separate entitlements that link to that enterprise contract? Yeah, we can do that. Are you trying to create, are you just trying to create a single entitlement for the entire? No, we're creating individual entitlements with unlimited usage. I mean the quantity, but the total cost is going to be the one and the commitment price, right? Like if it is 2,000, 000 for the entire commitment enterprise. So, but we have multiple products within that. So we are not sure like how to manage or track those cost. Yeah, unless they're unless they're identifying, you know what that unlimited for all of those products, what the cost is individually that total up to that 2 million. I, I, I don't know of another way of being able to do that. Yeah, being able to identify individual costs if, if it's not in the contract, right, the contract, if the ... |
Recording |
|
16 |
What is SAM Pro and Plus ? and what is something in Zurich for SAM Pro with better optimization. |
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, I believe this question is, 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, the agentic workflow released in Zurich and those are... |
Recording |
|
17 |
There is a bug with that child/product on the workspace. I had resolved it temporarily by reverting normalization |
'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, you know, 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, we are, we should see licensable products from a usage standpoint in the workspace. So, you know, obviously when it comes to licensing things that may have components that are child or, or or drivers or excuse me, that that that are child, not drivers, but, but but that are child, those are normally factored in from a component standpoint. So if if we have so, so many Childs present with with in a suite of a product, then yeah, maybe those will be factored in from a from a licensing standpoint. But when it comes to licensed usage, we are we are looking at licensable products. Are you seeing a children and drivers in the lic... |
Recording |
|
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. |
and drop it in the chat for sure. And I got busy looking for that, so I didn't tee up another question. So I don't know Ben or anybody else who's got one ready. Yeah, there was one from, from VJ who's probably more in the product management space, but the question was around, are there any plans to make deprecated attributes in the software install table, I guess more identifiable? I, I, I don't have an answer to that. I, I definitely get it, but I, I, I don't have an answer to that. I, 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, OK. This is an interesting question. So when they approve a part number ... |
Recording |
|
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? |
s 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, 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 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, so part number suggestion is just just just so if if you know for for for those of us on the call who who may not know. So for instance, hey, you know, we, 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, and, and then, you know, high temp content gets a hold of it and they, they may add it or, or... |
Recording |
|
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? |
. 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. You know, maybe there's a free version that's standard and there's a more expensive enterprise edition. We have a product level filtering capability that you you could utilize to to do that. So, you know, there's been a number of of updates that we've made a couple of releases ago. So I'm not 100% sure what the more robust means. So if that clarification could be made. Yeah, maybe maybe a little bit more more detail required there to answer that. One thing I also wanted to call out, which is related to the Zurich release is the reclamation workflow itself has been migrated to Flow Designer. So if you guys maybe remember the reclamation workflow was, was was originally built outside of Flow Designer and the old kind of wor... |
Recording |
|
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? |
, 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. And I'm finding that more and more unreliable. Are you guys finding the same? Yeah, I think, I think the most recent discovery of the CI is a better indicator. Great. Yeah, I've added that report to my readouts as well too. So what I'm doing is I'm creating a custom report where I'm looking at software installations with CI most recent discovery date less than 30 days. And that's kind of how I look at whether or not the the data is current or not because that last use date is just not reliable. You can go ahead and try and fix it and look at the look at it, but it depends. I think the source is not necessarily capturing it as well as it used to. 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 an... |
Recording |
|
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 |
eah. Isolate which publisher it is and go from there. See what publisher it is. Yeah, that's a that's another way to take a look at it as well. All right. Thank you. I see a few other questions and I don't know if I'll get into them too much. There's some questions here about, you know, our is this work being done? Is there anything new coming here? These I think are great questions to bring up in the road map call. We do have some people from product on this on this call, but not everybody has full details of what specifically is being worked on and what is in the road map. Kieran, do you have a link to how if anybody it doesn't get the invite for the software asset management road map call, they can request to join and get on that call? Yeah. So we run we run periodic road map sessions for customers. So I will dig the link out and I will post it in chat so you guys can see it. We ran a live road map session last week and we will be replaying those sessions. So we record the sessions ... |
Recording |
|
33 |
Follow up → Should I log a content service case? |
Yes, that is also an option as well |
Written |
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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 |
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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 |
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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 |
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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? |
direct integration profiles for UKG Kronos. So any thoughts how to handle this? So yes, so I, so I'm not familiar with that product, UKG Kronos. I'm assuming that's a, some kind of SAS application that you're using. So out-of-the-box ServiceNow, Sam, we provide about 40 or so, 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 as a little bit shallower. So you'll only see last used activity. You won't get kind of 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... |
Recording |
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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? |
ersus 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, the agentic workflow released in Zurich and those are purchased under the Pro Plus SKU. So that's the difference there. So hopefully that answers the question and you can see more details on our on our dock site. If you go to the dock site search for now assist for software asset management, it'll describe those features that are included with the Pro Plus SKU. All right. So this question here about our integration profile is set up correctly... |
Recording |
|
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 |
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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 |
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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. |
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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. |
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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 |
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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 |
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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 |
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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… |
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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. |
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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. |
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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 |
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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. |
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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. |
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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. |
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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 |
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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. |
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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. |
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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.” |
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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 |
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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. |
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62 |
Is it worth creating a custm license metric? |
only if there is not OOTB metrics |
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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! |
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64 |
' when it comes to saas , we dont have any direct integration profiles for UKG- kronos . so , any thoughts of how to handle this ? |
e responses kind of similar to what we're doing here. So I will share those with you. We absolutely recommend people join them and post their road map type questions in that forum. So, yeah, and, and just while I'm off mute, I there's a question here from Sai when it comes to SAS, we don't have any direct integration profiles for UKG Kronos. So any thoughts how to handle this? So yes, so I, so I'm not familiar with that product, UKG Kronos. I'm assuming that's a, some kind of SAS application that you're using. So out-of-the-box ServiceNow, Sam, we provide about 40 or so, 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 sig... |
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65 |
how do we show the price on the catalog for the users for these enterprise based products.. |
know, let's say a device that's a development device or, you know, 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. You know, maybe there's a free version that's standard and there's a more expensive enterprise edition. We have a product level filtering capability that you you could utilize to to do that. So, you know, there's been a number of of updates that we've made a couple of releases ago. So I'm not 100% sure what the more robust means. So if that clarification could be made. Yeah, maybe maybe a little bit more more detail required there to answer that. One thing I also wanted to call out, which is related to the Zurich release is the reclamation workflow itself has been migrated to Flow Designer. So if you guys... |
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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. |
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67 |
Feels like it should either use unit price or the the over arching contract price |
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 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, no, I haven't seen a doc. Yeah, 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 bringi... |
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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 |
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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 |
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📅 Register for SAM Office Hours:
- AMS/EMEA Sessions: 3rd Tuesday of each month, 11:00AM ET
- EMEA/APAC Sessions: 1st Tuesday of each month, 9:00AM CET
Additional Resources
🎬 SAM Ranger Videos — Step-by-step video tutorials from the SAM product team
📚 SAM Path to Value — Get to value with Software Asset Management
💡 ServiceNow Idea Portal — Submit feature requests and vote on ideas
