Do I need ITSM/ITIL Fulfiller licenses if I only use ITOM, HAM Pro, and CMDB?

[Mansor2]

Hi everyone,

I am architecting a ServiceNow environment that will strictly utilize ITOM (Discovery & Service Mapping), HAM Pro (Hardware Asset Management), and the CMDB. 

We are explicitly NOT using ServiceNow for ITSM (No Incident, Problem, Change, or Request Management). Another 3rd party tool handles our core ITSM processes. 

Our intended operational workflows include:

• Running automated Discovery and building top-down Service Maps.
• Executing HAM Pro lifecycle workflows (stockrooms, asset disposal, audits).
• Having managers approve hardware lifecycle steps (allocations, disposals).
• Automating continuous CI updates to the CMDB. 

My Question:
Do I need to purchase or assign any ServiceNow ITSM/ITIL Fulfiller user licenses for this architecture?

My plan is to strictly assign application-specific roles (discovery_admin, sm_admin, asset, ham_admin) that come with our ITOM/ITAM subscriptions, completely avoiding the itil role.

Are there any hidden technical dependencies where out-of-the-box HAM Pro workflows or CMDB updates inadvertently require an ITIL license or trigger ITSM table auditing during an annual true-up?

Thanks for your insights!

Regards

[Tanushree Maiti · Accepted solution]

Hi @Mansor2 

If you are not  "explicitly NOT using ServiceNow for ITSM (No Incident, Problem, Change, or Request Management)" , Then 

You do not need to purchase or assign ServiceNow ITSM/ITIL fulfiller licenses for this architecture.

ServiceNow’s licensing model separates ITOM/ITAM from ITSM. You can entirely avoid the itil role and instead assign application-specific roles like discovery_admin, sm_admin, asset, and ham_admin

e.g Refer this KB: KB2169905 Out of the box roles which have access to Hardware Asset Workspace 

Here you can see ITIL is for only "User with this role has access to open, update, close incidents, problems, changes, and configuration management items."

Also Check following link/articles :

https://www.servicenow.com/docs/r/yokohama/it-asset-management/hardware-asset-management/installed-w...

Quick Start Guide for Service Mapping

[fknell]

Hi @Mansor2,

At least for all your admins, you need to buy some kind of fulfiller licenses.

Hope this helps!