ServiceNow use verification report for overlapping applications

[Vivek81]

We have both ITSM and CSM subscriptions, and users are assigned the itil role directly.

In the Audit Report / Use Verification Report, we observed that out of 680 users assigned the itil role, 678 users are mapped to an ITSM subscription, while 2 users are mapped to a CSM subscription.

Given that ITSM and CSM share overlapping applications (such as Incident Management) that are associated with the itil role, we would like to understand:

• What logic does ServiceNow use to determine whether a user consuming the itil role is assigned an ITSM or CSM subscription?
• Which table(s), mapping(s), or entitlement records are evaluated during this subscription classification?
• Why are the majority of users assigned to the ITSM subscription while only two users are classified under CSM, despite all users having the same itil role?
• Is there any subscription precedence, application usage tracking, or licence allocation logic that influences this behaviour?

We are looking for details on the underlying classification mechanism used by ServiceNow to associate users with a specific subscription in the Audit Report / Use Verification Report.

[musislam]

Hi Vivek,

The split you're seeing (678 vs 2) is actually the expected outcome of how Subscription Management handles overlapping roles, it isn't random. Rough shape of it:

- Each subscription (System Applications > Subscription Management > Subscriptions) carries a list of entitled roles. Because itil is entitled under both the ITSM and CSM subscriptions, every itil user is a candidate for both.

- When a user qualifies for more than one subscription, the platform doesn't double count them. It looks at the applications the user has actually touched (the usage tracking that feeds the Use Verification report) and allocates them to the subscription whose app they used. Someone who has only ever worked incidents / requests / changes lands in ITSM; someone who has been working on customer cases (sn_customerservice tables) lands in CSM.

- If there's no distinguishing usage, the fallback is the subscription order / precedence, and ITSM is normally first, which is why the bulk ends up there.

So the 2 CSM users are most likely the only itil users who have actually used CSM-specific tables in the measured period - worth opening their user records and checking if they also hold sn_customerservice_agent or similar, and looking at the CSM subscription's allocated users related list.

Couple of questions so I can be more precise:

1. Which release are you on? The allocation logic and the tables behind it changed a fair bit around Utah/Vancouver.

2. Is this the Use Verification report generated from the Subscription Management app in the instance, or the one sent by ServiceNow account team? They're populated from the same data but presented differently.

3. Do those 2 CSM users hold any CSM-specific roles besides itil?

[Vivek81]

Hi @musislam 

We are on post Washington release.

The use verification report was shared by ServiceNow team.

Yes, the users contains CSM specific roles as well.