Licensing - which roles require licenses?

[suekoontz]

We're trying to reconcile our license counts. I know that ITIL licenses are required for fulfillers. All of our IT group is covered by the ITIL licenses we currently have. However, in the list we received there are roles such as 'knowledge', 'knowledge manager' 'search application admin' that are showing up as using a license and putting us over our paid limit.  I will dig into that further into some of the roles to see if there is an ITIL license embedded that we're not aware of, but I wasn't aware that 'knowledge' or 'knowledge manager' were licensed roles.  Is there a list somewhere that clearly defines what roles might use a license? My understanding was that only ITIL licenses were usually counted against our total license count.

[Jeff Currier · Accepted solution]

First, I should point out, the final word on any licensing and subscription questions should come from your ServiceNow account team as you may have special contract considerations.
That said, fulfiller based user entitlements would apply to many more roles that just the ITIL role and consume your entitlements (licenses).  Roles, customer or out of the box, which allows a user to update records they didn't request, are typically fulfiller roles.  
The table "license_role" can be useful in determining the classification of all roles in your instance.  And you can view the roles associated to your specific subscriptions within Subscription Management.  

[Jeff Currier · Accepted solution]

First, I should point out, the final word on any licensing and subscription questions should come from your ServiceNow account team as you may have special contract considerations.
That said, fulfiller based user entitlements would apply to many more roles that just the ITIL role and consume your entitlements (licenses).  Roles, customer or out of the box, which allows a user to update records they didn't request, are typically fulfiller roles.  
The table "license_role" can be useful in determining the classification of all roles in your instance.  And you can view the roles associated to your specific subscriptions within Subscription Management.  

[Luiz Lucena · Accepted solution]

Adding to what Jeff stated, you can also take a look at the dashboard Subscription Overview. 
It can give a good idea of what your company purchased and what is being used, some of the reports you need to provide the data, for example, the number or fulfiller users in order to accurate count your Fulfiller license count.