Where to see ITIL entitlments?

AnotherNOWDev
Tera Expert

Tuesday

We are trying to figure out how many ITIL licenses we are entitled to, but we don't see anything related to ITSM on the subscription management.

 

Is it supposed to show here or somewhere else? I'm currently learning about managing licenses.

 

AndresGT1_0-1768354936426.png

 

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11 REPLIES 11

Itallo Brandão
Giga Guru

Tuesday

Hi Andres,

That is a great question. The short answer is: Technically yes, but with a catch.

Here is how the mapping works:

  1. Functionality: The CSM Professional license does include rights to standard ITIL tables (Incident, Problem, Change, Request) because Customer Service Agents often need to create technical Incidents from their Cases.

  2. The Role Requirement: For a user to correctly consume a "CSM Professional" license in Subscription Management, they typically need to have the CSM Agent role (sn_customerservice_agent).

    • If your users only have the itil role (and not the CSM agent role), the system might not automatically map them to your CSM subscription, making it look like you have no "ITSM" entitlement.

  3. Contractual Nuance: Be careful with "Use Case". CSM licenses are legally intended for supporting External Customers. If you are using these licenses purely for an Internal IT Help Desk (supporting employees), that is sometimes a separate commercial discussion, even though the software allows it.

Recommendation: Check a user who has the ITIL role. Do they also have sn_customerservice_agent? If yes, they count against the CSM line item in your screenshot.

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards, Brandão.

AnotherNOWDev
Tera Expert
In response to Itallo Brandão

Tuesday

If we don't have ITSM Standard listed and we start using ITIL role, would that be making a wrong use of the license? Just asking to know if we would need to reach out and review the contract directly with ServiceNow.

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Itallo Brandão
Giga Guru
In response to AnotherNOWDev

Tuesday

Hi Andres,

You are asking the right questions. To be on the safe side, yes, I highly recommend reaching out to your Account Executive.

Here is the specific distinction you should discuss with them to ensure you are compliant:

1. The "Case-Driven" Rule The CSM Professional license typically grants full access to ITIL tables (Incident, Change, Problem, Request) in the context of resolving Customer Cases.

  • Example (Compliant): A customer reports a bug via the portal -> A Case is created -> The Agent opens a linked Incident for the engineering team. This is valid use of CSM.

2. The "Internal IT" Risk The potential "wrong use" happens if you use those same licenses to run an Internal Service Desk for your own employees, unrelated to external customer issues.

  • Example (Risk): An employee's laptop breaks or the office Wi-Fi goes down -> They open an Incident.

  • Most standard contracts require ITSM licenses for this internal support scenario, even though the CSM license technically unlocks the tables.

Since your instance shows Allocated: 0 for ITSM, clarifying this "Internal vs. External" scope with your ServiceNow rep is the best way to avoid any surprises during a renewal or audit.

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards, Brandão.

AnotherNOWDev
Tera Expert
In response to Itallo Brandão

Wednesday

Itallo,

Following your example #1.

The incident opened for the engineering team would have a CSM license as well or just itil? This to work the incident.

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