Looking for a solution where automatic allocation of software rights can be done

[Ashupakasma]

Hello SAM expert,

Good Day to all!

I am again here with a problem statement and looking for a solution.

The complete problem statement is :

The use case is:
The requester will make a request for software from a service catalog request or via an order guide.

If we have sufficient rights available for that requested item, no approval is required from SAM team and automatically the RITM should go to s/w Installation team.

When the installation is complete, a notification must be triggered to the requester and SAM Admin.

In this case, the SAM admin does not want to allocate the license manually from software entitlements and then choose the User/Device allocation feature. They want it should automatically happen.

The second use case is:
If sufficient rights are not available for that requested item, the approval should go to SAM Admin approval, after that it should go to Procurement team approval.
When the procurement process is complete, it should notify the user and one RITM automatically opens for s/w Installation team.

In this case also SAM admin does not want to allocate the rights(user/device) manually, they are looking for some automatic way to allocate this.

I am looking for CSD(client software distribution) plugins for this but am not able to connect the dots for this solution.

Please provide me some hints or ways to get the required solution on this.

[Claire Ashdown1 · Accepted solution]

Hello,

Have you looked at the "Procurement Process Flow - Auto allocation enabled" workflow? If com.snc.samp is active in your environment, it will try to automatically create allocations on whatever entitlement has room associated to the software model your catalog item is tied to. That is the best OOB solution I am aware of. Going the custom route, you can also script this equivalent in whatever software fulfillment workflow or flow you already have by looking up the software model associated to the catalog item, then looking up entitlements with room on that software model and inserting the allocation via script / Record Insert. If you don't have a one-to-one relationship of software model to catalog item, a data lookup table might make sense here too, although that is going even more custom.

[dreinhardt]

Based on @Claire Ashdown1  great insights, I would like to add another link to CSD 2.0.

Client Software Distribution 2.0 application was introduced with Vancouver and covers you need and maybe some addition stuff. 

CSD 2.0 - ServiceNow Store

Client Software Distribution 2.0 application (servicenow.com)

Best, Dennis

[Ashupakasma]

Thanks, @Claire Ashdown1 , for this helpful insight on my query. even It looks more relevant what we need, so we have proposed the same to our customer.

[Riya Verma]

HI @Ashupakasma ,

Hope you are doing great .

To address your use case of managing software requests and licenses in ServiceNow, we can outline a comprehensive solution. 

1. Service Catalog Setup:

   • Configure your Service Catalog to include software items that users can request. Define appropriate catalog items for each software product, specifying the software entitlements and permissions required.

2. Workflow Automation:

   • Utilize ServiceNow workflows to automate the request approval process based on entitlements.
   • Create a workflow that checks if there are sufficient entitlements available for the requested software.
   • If sufficient rights are available, the workflow can automatically route the request to the Software Installation team.
   • If entitlements are insufficient, route the request to the SAM Admin for approval, and subsequently to the Procurement team for procurement approval.

3. License Allocation:

   • Develop a custom script or integrate with your license management system to automate license allocation based on the approved requests. Ensure that the allocation includes the necessary details such as user/device information.

4. Notification Triggers:

   • Implement notifications to keep stakeholders informed throughout the process. Send notifications to the requester, SAM Admin, Procurement team, and Software Installation team at key process milestones.
   • Configure notifications to include relevant information about the request and license allocation.

5. RITM Generation:

   • Automate the creation of Requested Item (RITM) records when the software installation is required. Populate these RITMs with the necessary details, such as software to be installed and user/device information.

6. CSD (Client Software Distribution):

   • Consider integrating a Client Software Distribution (CSD) plugin if it aligns with your organization's needs. Configure the CSD plugin to automatically distribute and install approved software on user devices.