Entitlement form

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Entitlement form

    The Entitlement form in ServiceNow Zurich Release enables customers to create and manage entitlements within Customer Contracts and Entitlements. It captures detailed information about the entitlement, its association with products, contracts, accounts or consumers, and its lifecycle status.

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    Key Features

    • Entitlement Identification: Includes fields like Name, Product, Contract (auto-generated unique ID), Account or Consumer, and Location for precise tracking.
    • Product Details: Allows manual configuration of product specifications linked to sold products.
    • Contract and State Management: Tracks related service contract lines and inherits the entitlement state from the parent contract line, with states such as Draft, Active, Expired, Canceled, and Suspended.
    • Lifecycle Dates: Records Start and End dates for entitlement activation and expiration.
    • Renewal Tracking: Supports tracking of renewals via Renewal Root (the base entitlement) and Renewed From (previous entitlement) fields.
    • Sold Entitlement and Product Offer: Displays the sold product and associated product offering; some fields are read-only when entitlements are created manually or via integration.
    • Pricing and Subscription Information: Provides detailed subscription terms including validity period, start/end dates, price list, unit net price, pricing method (one-time or recurring), and periodicity (monthly, quarterly, semiannually, annually).
    • Cumulative Pricing: Calculates aggregated pricing including one-time charges, monthly and annual recurring prices for parent and child contract lines, providing a comprehensive view of total contract costs.

    Key Outcomes

    ServiceNow customers can use the Entitlement form to accurately create and maintain entitlements tied to service contracts, ensuring clear visibility into product associations, contract status, and pricing details. The form supports lifecycle and renewal management, enabling effective contract and subscription oversight. Pricing fields assist in reviewing and auditing contract financials, facilitating informed decision-making and contract management.

    The Entitlement form can be used to create entitlements in Customer Contracts and Entitlements.

    Table 1. Entitlement form
    Field Description
    Name The name of the entitlement.
    Product The product associated with the entitlement.
    Contract The internal unique identification number that is generated when the service contract is created. This number isn’t editable.
    Account The name of the account associated with this contract.
    Note:
    • A service contract can be associated with either an account or a consumer.
    • An account can be created if no account is found by selecting New on the Accounts form. For more information on the fields in the Account form, see Account form.
    Location The service or installation location.
    Product specification The product specification that is mapped to the sold product.
    Note:
    Configure this field manually on the entitlement form using form layout.
    Consumer The name of the consumer associated with this contract.
    Note:
    If no consumer record is found, you can create a consumer and add it to the service contract. For more information, see Create a consumer record.
    Service contract line The name of the related service contract line.
    State The current state of the entitlement:
    • Draft
    • Active
    • Expired
    • Canceled
    • Suspended
    Note:
    The state of the entitlement is inherited from its parent contract line.
    Start date The entitlement activation date.
    End date The date when the entitlement ends.
    Sold entitlement The name of the sold product that is added to the entitlement.
    Note:
    • If the entitlement is created manually, this field remains read-only.
    • The field must have the same state as its related entitlement.
    • The field becomes invalid when entitlements are created via integration.
    Product offer The product offering that is mapped to the order line item.
    Renewal root An entitlement can be renewed multiple times. Renewal root refers the entitlement reference of the first or base service entitlement.
    Renewed from An entitlement can be renewed multiple times. Renewed from field refers to the previous entitlement that was renewed.

    You can see the pricing information on an entitlement for subscription contracts that helps you in reviewing your contract information.

    Table 2. Subscription & Pricing
    Term (Months) Validity period of having access to the service or product.
    Subscription Start Date Start date of the contract subscription.
    Subscription End Date End date of the contract subscription.
    Price List Price list associated for servicing the product.
    Unit net price The price for each unit within the product offering. The net price of a single unit of the sold product.
    Pricing method The pricing method for the selected sold product. It can be one-time or recurring. One-time pricing charges one fee for the product offering. Recurring pricing lets you set the pricing periodicity.
    Periodicity The frequency of the pricing method. It can be monthly, quarterly, semiannually, or annually.

    This field becomes valid only when the method in the Pricing method field is a recurring payment.
    One Time Price Represents one-time charges to be paid for the product or service.
    Monthly Recurring Price Represents the price that the customer is supposed to pay monthly during usage of the product.
    Annual Recurring Price Represents the price to pay annually during usage of the product.
    Cumulative one-time price Represents one-time charges to be paid for the parent line and all the child line items.
    Cumulative monthly recurring price Represents monthly price for the parent line and all the child line items
    Cumulative annual recurring price Represents annual price for the parent line and all the child line items.
    Cumulative net price Represents the total price of the contract line by calculating the roll-up amount of all root lines.