Clarification on ITSM Pro vs ITSM Pro Plus Licensing and Feature Inheritance

[ShrutiD30485653]

I am trying to understand the licensing and feature differences between ITSM Pro and ITSM Pro Plus (Now Assist).

My questions are:

1. What are the key differences between ITSM Pro and ITSM Pro Plus from a licensing and feature perspective?
2. If a user is licensed for ITSM Pro Plus, does that automatically include all capabilities available in ITSM Pro?
3. Or are there any ITSM Pro features that require a separate entitlement even when ITSM Pro Plus is licensed?

[Tanushree Maiti]

Hi @ShrutiD30485653 

Licensing is highly dependent on your specific contract (like  ITSM Pro/Proplus). It is  recommended clarify license and its feature related query  from your ServiceNow Account Executive only. He is the best person to clarify all your license related query.

As per my understanding, ServiceNow Professional (Pro) is the core mature ITSM/CSM platform, featuring advanced workflows and reporting. 

Pro Plus includes all Pro features but adds ServiceNow's native Generative AI layer (Now Assist), providing built-in AI search, chat summarization, and automated resolution notes. 

Ref: https://www.servicenow.com/community/next-experience-forum/itsm-pro-vs-itsm-pro-plus/m-p/3485272

https://www.servicenow.com/community/virtual-agent-forum/itsm-pro-quot-versus-quot-pro-plus-licensin...