Best Practice for Perpetual Entitlements with Maintenance

[Stephen42]

Hi all, I am hoping you can assist with this question as we are seeing some odd results in license workbench for software titles that are perpetual with maintenance.  I am looking for best practice as within entitlements, perpetual license types do not require Start/End dates, and yet maintenance license types do.  So here is the scenario.

I have an entitlement, perpetual and maintenance for Jan 21 through Dec 21, then only maintenance Jan 22 through Dec 22, and Jan 23 through Dec 23.   

If I only enter the most recent maintenance entitlement, I lose the original license costs, and the amounts on the various reports/dashboards don't really show 'true' license costs, in other words, the true up and over-licensed aren't really accurate.

If I enter the original entitlement, as perpetual + maintenance I am forced to enter Start/End dates, in this case 2021, and then each individual maintenance entitlement for years 2022 + 2023.  This again, due to dates, seems to alter costs on the dashboards.

So, should I be entering the original perpetual entitlement without the maintenance, thus no Start/End date, and then each maintenance separately for subsequent years so the dashboards reflect full license costs ?

What's the best practice here given the way SAM Pro functions.

Thanks in advance

[Stephen42]

I have recently come across this detail in ServiceNow Docs   https://docs.servicenow.com/bundle/utah-it-asset-management/page/product/software-asset-management2/...

It states (for non MS)  "Just open the maintenance entitlement form layout, click the Related Entitlements tab"

We are using the Software Asset Workspace, and I do not see such a form anywhere.  I can see the standard entitlement form, but no Maintainance Form.    Can someone direct me to where I would find this ?

Thanks

-Stephen

[Anna-Marie Chri]

Hi Stephen, 

The document you reference above  https://docs.servicenow.com/bundle/utah-it-asset-management/page/product/software-asset-management2/... is actually referencing the entitlement form but your maintenance entitlement, not  your base license. There is no such thing as a Maintenance Form. You need to open your maintenance entitlement (License Type=Maintenance) and then you'll seen the Related entitlement tab, here you click New and relate it to your base Perpetual entitlement. 

Hope this helps. 

Anna-Marie