Linking SaaS License Management to Entitlement Records

[JawaharGunt]

Hi everyone,

We’re currently working on ensuring that entitlement records are updated automatically whenever ServiceNow SaaS License Management (LM) data is refreshed. This is crucial for accurately tracking which users still hold valid licenses and for reclaiming unused ones.

To move forward, we need a clear understanding of how SaaS LM items relate to entitlements. Ideally, if a user is onboarded due to having a SaaS license, there should be a corresponding entitlement record created for them.

We’re exploring whether there’s an Out-of-Box (OOB) solution available to:

• Join SaaS LM items with entitlement records
• Maintain accurate counts and relationships between them

We’re particularly looking into the role of the samp_sso_subscription table in this process.

If anyone has implemented something similar or can share insights on best practices, OOB configurations, or custom workflows, your input would be greatly appreciated!

Thanks in advance!

[dbook]

Join SaaS LM items with entitlement records

• You should consider SaaS Subscriptions like you would installed Software. SaaS subscriptions are attributed to the Software Model they are linked to. The Entitlements reference this model will be the entitlements considered when reconcilation is run. 

Maintain accurate counts and relationships between them

• This occurs out of the box if you are using the following features;
  • Software Catalog (pc_software_cat_item) for adding entitlements
  • Reclaim asset catalog item and workflow for removing entitlements

It sounds like you want to automate the creation of entitlements when a user is detected as using SaaS software, technically this relativiely trival and can be achieved with a flow but some things you need to consider. 

1. What happens when there are no more allocations available across entitlements for the software model?
2. Is there sufficient approval gates in the process to ensure only authorised users are provided access to a SaaS resource? (Using entitlements as a gateway can help) 

[JawaharGunt]

 I publish a software model to the Software Catalog (pc_software_cat_item). Once the catalog item is created, I want to understand how this action affects the alm_license table.

Specifically:

• Does publishing automatically create or update a record in alm_license?
• If not, what triggers the update in alm_license after the catalog item is created?
• Is there a recommended way to link entitlements or license allocations from the catalog item to the license table?

Any insights or best practices for automating this linkage would be appreciated!

[dbook]

It's the source request step that will allocate the entitlement. 

Ensure the Catalog item as the 'Procurement Process Flow - Software' set.

At the REQ level, select the 'Source Request Items' task followed by 'Source Request' UI action.

Complete the Sourcing form

Following the sourcing, you should see than an allocation has been made to the related entitlement(s). 

[JawaharGunt]

I wanted to understand the out-of-box flow:
When a request is submitted to the Software Catalog (pc_software_cat_item), it should ideally redirect or link to the alm_license table to manage entitlements.

flow for Visio:

Visio → ??? → End state: Entitlement added for Visio

Sometimes, there are two entitlements for the same software:

• One is active
• One is retired

We need to test this theory:

1. If there is an active entitlement for Visio, the request should apply to that one only.
2. If there is a retired entitlement, it should be ignored.
3. The system should:
   • Validate that available rights exist
   • Add the entitlement to the active license record