Fulfiller licenses optimization

[borisk]

In an organization approximately 100 users have the potential to perform ITIL work. 

However in reality only 50 people are concurrently engaged in day to day fulfiller activities. 

How can I bridge the gap? Do i have to pay for 100 licenses when I only need 50 at any given time ?

Is there license pooling or any way how to downscale and pay for what you use ?

[Maik Skoddow]

Hi  @borisk 

basically that Community doesn't answer license-/subscription-related questions as this topic is super complex and should be better discussed with your sales rep.

However, I can answer for sure that ServiceNow is NOT build on model of a pooled approach for fulfiller licenses. Fulfiller licenses are ALWAYS bound to individual accounts. And thinking further you should be able to understand this because in a "follow-the-sun" service desk always only a group is working, and another group is not - depending on where they are located.

Maik

[borisk]

The idea of license pooling is underpinned by a clear business logic - you use so many licenses as you would need  at any given time! Especially, in a service delivery model where a lot of headcounts are in the mix!

I can see that this is not an option with ServiceNow ITIL user licenses. 

[GlideFather]

Hi @borisk,
subjects to licensing and subscriptions is very customer-specific and it depends on the signed contracts.

So the same questions you have will be answered differently today for a Customer A and in half year for a Customer B.

Each client shall have a dedicated person for this matters. Try to find out who is this person in your organisation, they shall know or have the capacity to ask its counterpart in the ServiceNow side.

[AndersBGS]

Hi @borisk ,

In general according to payments and license pooling you should talk to your ServiceNow account representative. According to Licenses not utilized, you could create a logic for if the user hasn't been logged in for XX days, then remove the license and inform the user.