Where to see ITIL entitlments?

[AnotherNOWDev]

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.

[Matthew_13]

Yes — if you don’t have an ITSM entitlement ITSM Standard/Pro/Enterprise or another product that explicitly includes ITSM rights, then assigning the ITIL role would be considered out of compliance, even though ServiceNow technically allows the role to be added.

ITIL itself isn’t a standalone license; it’s a role granted by an underlying ITSM-capable subscription. That’s why it doesn’t appear by itself in Subscription Management.

If ITSM isn’t listed in your entitlements, the right next step is to review your contract or confirm with your ServiceNow account team whether any of your existing products (like CSM) include ITSM usage. 

@AnotherNOWDev - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂

[AnotherNOWDev]

What if the CSM team opens an incident to the IT Team for example, this IT group needs to have also the CSM roles, not only itil to be under compliance?

[Dr Atul - LNG]

Hi @AnotherNOWDev 

https://www.servicenow.com/community/developer-forum/how-to-give-itil-users-access-to-view-customer-...

[PrashantLearnIT]

Hi @AnotherNOWDev 

Licenses information is not correct in the system, it can be checked from Account Executive or Sales Executive to check on licenses.

[AndersBGS]

Hi @AnotherNOWDev ,

What if you click “view all”? If it doesn’t come, then you should have a dialogue with your sales representative.