How to differentiate between CSM and ITSM roles in Subscription Management

[Frantisek_K]

Hi,

since Quebec, ServiceNow has "enhanced" the Subscription Management module.
The thing is that now its not usable in our scenario:
- We have both CSM and ITSM licenses, lets say 200 CSM and 400 ITSM.
- ITSM is as per new licensing part of CSM, so a CSM user can work on both Cases and Incidents, but not the other way around.

- We have many Assignment groups, some just have the "itil" role and some the "customerservice_agent" role.

- Some users are dedicated just to work with ITSM and are assigned under the "itil" group.

- Some users are are combined and work on both ITSM and CSM and are assigned to both groups.

Now, given the Subscription Management feature, I can simply map groups to different products, so I can split the groups.
But this way, that CSM Agent is counted both as CSM and ITSM user and it is consuming two licenses (as per reports). So even though we just have 600 users in total, it shows that we have 300 ITSM and 400 CSM, because of duplicities. 
We need to apply a logic that would avoid user to be counted twice.

It was previously possible as User sets could query directly specific users just by the role. This double license issue was not a problem. Now it is.

Is there any way to avoid this by using the ootb solution? I mean, this is a very common use case where groups are shared across departments or platform modules. Or do you mean to tell me that we should split all groups and manage them in ITSM and CSM side separately?

Also, it is supper inefficient as we integrate groups from AD, the groups tend to change often. This completely breaks the calculation every single time as we have to manually update them in the subscription management.

How is this even an improvement over user sets?