Best way to process maintenance renewals

[tracymadeir]

What is the best way to process a maintenance renewal so the purchase order line item will indicate that it is a maintenance renewal and a maintenance entitlement will be automatically created?  From what I've seen you need to select the product model but on the purchase order line item it looks like you are purchasing another license vs. a maintenance renewal.  The entitlement that is created also looks like it is a new license purchase vs. a maintenance renewal, which means you need to look up the purchase order for every order and manually update every entitlement. 

For small companies this might not be a big deal but for large companies that have separate Procurement departments and a large volume of maintenance renewals.  This causes a lot of extra work for SAM.

Also purchase orders should match the reseller/manufacturer's quote and processing the way mentioned above will not do that.

[dreinhardt]

Hi @tracymadeir,

it’s correct, each maintenance order is a new software entitlement of type „Maintenance“. The best practice is to use the publisher PPN to create the entitlement with all relevant details provided by the content library.

the next (manual) step is the linkage between base license and maintenance to ensure you can track the whole chain/history for your entitlement.

Using additional fields per entitlement allows you to save all relevant details you need to track and manage.

The process of entitlement onboarding and processing is not SAM Pro specific, also with other SAM tools the steps are similar the same. 

Happy to discuss any additional questions or concerns. Please share details from your daily business to support your in detail. 

Best, Dennis

[kaushal_snow]

@tracymadeir ,

Best practice most SAM teams use is to treat maintenance renewals as a specific entitlement event tied to the contract and entitlement records......meaning you should ensure the renewal po line is clearly identified as maintenance (with the correct sku/part number and subscription/maintenance type)......and then either use the SAM entitlement import process or automation (import templates or integration playbooks) so that the system creates a new software entitlement record with the correct maintenance dates and links that entitlement back to the existing contract rather than creating an unrelated new license entitlement.......

check this: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-...

https://www.servicenow.com/docs/bundle/washingtondc-it-asset-management/page/product/software-asset-...

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