Viewing instance-level entitlements in Subscription Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Viewing instance-level entitlements in Subscription Management

    This feature in Subscription Management allows ServiceNow customers to view a comprehensive list of product subscriptions purchased for their current instance. It provides detailed subscription purchase information and usage history, enabling effective monitoring and management of subscriptions.

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    Key Features

    • Accessing Entitlements: Navigate to Admin > Subscription Management > Subscriptions or All > Subscription Management > All Subscriptions to view instance-level entitlements.
    • Subscription Types: Identify subscription types to understand allocation methods:
      • Per-User: Entitlements allocated manually by adding groups with specific roles or access rights; Subscription Management recommends groups based on role assignments.
      • Unrestricted User: Entitlements based on the number of active users, regardless of roles.
      • Capacity: Tracks usage metrics such as transactions, records, or managed resources automatically.
      • Unlimited: Entitlements for unlimited active users.
      • Display Only: Provides subscription information without supporting allocation.
    • Subscription Status Monitoring: The Status column indicates compliance levels:
      • Compliant: Allocations are within purchased limits.
      • Near capacity: Allocations are approaching a defined threshold.
      • Even: Allocations exactly match purchases.
      • Over-allocated: Allocations exceed purchased subscriptions.
      • Account-level only: Status not calculated; applies to Creator Plus products.

    Key Outcomes

    • Subscription Planning and Compliance: Customers can plan future purchases by monitoring subscription start and end dates and ensure compliance by tracking allocation statuses.
    • Visibility into Usage: Enables monitoring of subscription usage history to optimize resource allocation.
    • Data Availability: Subscription data is available only on production instances and updates daily; self-hosted instances do not receive this data. If subscriptions are missing, customers should contact their account manager.

    View a complete list of the product subscriptions purchased for your current instance.

    Key benefits

    • View details for product subscriptions, including purchase information and usage history by selecting the product name.
    • Plan for future purchases and keep subscriptions current by monitoring the start and end dates for each of your product subscriptions.
    • Stay in compliance by monitoring the subscription allocation values in the Status column.
    Figure 1. Instance-level entitlements
    All product subscriptions on the current instance.

    Accessing your instance-level entitlements

    Access your instance-level entitlements by navigating to Admin > Subscription Management > Subscriptions or All > Subscription Management > All Subscriptions.

    Subscription types

    Identify which type of subscriptions you have and whether to allocate subscriptions manually by viewing the values in the Type column.

    Per-User
    Provides entitlements to users according to their assigned roles and associated access rights. You allocate per-user subscriptions manually by adding groups with metered roles or access rights to a product subscription. Subscription Management helps you with the allocation process by recommending groups based on their role assignments.
    Unrestricted User
    Provides entitlements for an organization's number of active users regardless of their role assignments. An active user is any user whose record in the Users [sys_user] table has a value in the User ID field and has the Active field set to true.
    Capacity
    Automatically tracks measured units, and counts of transactions, records created, or resources managed such as devices, software, or nodes.
    Unlimited
    Provides entitlements for active users, with no limit to the number of users that can be allocated. An active user is any user whose record in the Users [sys_user] table has a value in User ID field and has the Active field set to true.
    Display Only
    Displays information. This type of subscription doesn't support allocation.

    Subscription status

    Determine whether your subscription allocations are in compliance by viewing the values in the Status column.

    Compliant
    The number of allocated subscriptions is below the number of purchased subscriptions.
    Near capacity
    The number of allocated subscriptions exceeds the threshold for your instance. You define the threshold on the Settings tab.
    Even
    The number of allocated subscriptions equals the number of purchased subscriptions.
    Over-allocated
    The number of allocated subscriptions exceeds the number of purchased subscriptions.
    Account-level only
    The subscription allocation status isn't calculated. Only applies to Creator Plus products.

    Missing subscriptions

    Purchased subscriptions might not appear on the Subscriptions tab for one or more of the following reasons:
    • Subscription data arrives on production instances only.
    • Self-hosted instances don't receive subscription information. Contact your account manager for assistance.
    • Subscription data might not yet have arrived. The data is downloaded daily.