Regarding Licensed/Subscription Roles

[Nikhil Bajaj9]

We have many subscription/ Licensed roles in ServiceNow Like- ITIL / ITIL Admin. When a new user is coming in system we are allocating him these roles, sometimes we need to have new licenses for these Roles/users [ITIL]. My question is  - When someone is leaving the organization and we made his account as Inactive [as per Offboarding]. Will still these licensed Roles allocated to this user will be counted in our total licensed allocated roles or If user is inactive - These Licensed Roles will be still counted as occupied or free, means can we allocate these roles to new users or we need to have new licensed roles.

[Although my guess is if user is not active roles should not be considered as occupied but still wanted to confirm]

@Dr Atul G- LNG 

[Satishkumar B · Accepted solution]

Hi @Nikhil Bajaj9 

When a user is made inactive in ServiceNow, the licensed roles allocated to that user still count towards your total licensed role allocation. Here’s why:

• Licensing Count: Licenses are typically counted based on the number of users who have been assigned a role, regardless of whether they are active or inactive. Therefore, even if a user is inactive, the role still counts as occupied.
• Reallocation: To free up licenses for new users, you would need to remove the role from the inactive user. Only then can the role be reassigned to someone else without needing additional licenses.
• License Management: Regularly review and manage user roles and licenses to ensure you are not exceeding your allocated limits.

So, in summary, inactive users still occupy licensed roles until those roles are manually removed or reassigned.

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Please Mark it helpful 👍and Accept Solution ✅!! If this helps you to understand.

[SN_Learn · Accepted solution]

Hi @Nikhil Bajaj9 ,

The best practice is not to assign roles directly to user rather assign the role to a group and add user in it. This will also help you to better manage the Subscription management dashboard as we can add groups over there to reflect the correct count of licence.

You can create a scheduled job to check if user is inactive then remove the groups/roles from inactive users. This will exclude the manual steps.

Check the below reference (s):

https://www.servicenow.com/community/now-platform-blog/useful-resources-for-learning-about-subscript...

https://www.servicenow.com/community/now-platform-articles/administration-subscription-management-am...

[Nikhil Bajaj9]

Thanks for your reply - the links given in your reply are very useful.

[Dr Atul G- LNG · Accepted solution]

Hi @Nikhil Bajaj9 

Sorry I was occupied yesterday, but I think @SN_Learn @Satishkumar B are experts here and replied well.

Buy whenever it's about licensing bettee to talk to your SN account manager and he or she will help you.

Sometime you find gap what is showing is subscription dashboard , so account team will be helpful.

[Nikhil Bajaj9]

Thanks Atul for your response.