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SAM Process Guide

Its a complete software asset management guide help the SAM team to understand the process from scratch and how they can get maximum benefits from it

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Ashu

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0% found this document useful (0 votes)

348 views

SAM Process Guide

Its a complete software asset management guide help the SAM team to understand the process from scratch and how they can get maximum benefits from it

Uploaded by

Ashu

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

You are on page 1/ 115

Software Asset Management

(SAM)
Process Guide

Washington DC

Note: Links to various ServiceNow documents are contained in this document as a convenience.
To ensure you are accessing the most up-to-date version, we recommend going to
docs.servicenow.com for the latest version.

Asset number: 0001394

© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Table of Contents
Introduction ........................................................................................................................................................ 3
Principles and Basic Concepts ....................................................................................................................... 3
Process Scope.................................................................................................................................................... 3
Process Objectives ............................................................................................................................................ 4
Technology pre-requisites ............................................................................................................................ 5
Relationship with other processes .............................................................................................................. 6
Principles and basic concepts ....................................................................................................................... 8
Policies ............................................................................................................................................................. 8
Security considerations ............................................................................................................................... 10
Process roles.................................................................................................................................................. 10
RACI Matrix ....................................................................................................................................................... 12
Software Asset Management RACI ......................................................................................................... 12
Software Asset Management activity description ................................................................................... 17
Software Asset Management process overview................................................................................... 17
Software Asset Management planning and initial deployment ........................................................ 19
Maintain software models and lifecycles ............................................................................................... 22
Request Software Entitlement ................................................................................................................... 33
Acquire software entitlement.................................................................................................................... 37
Maintain software entitlements ................................................................................................................ 41
Create software installation records and normalize discovery models............................................ 54
Complete software discovery models .................................................................................................... 63
Perform software reconciliation ................................................................................................................ 68
Optimize software installations .................................................................................................................. 79
Process software usage information ........................................................................................................ 84
SaaS License Management .......................................................................................................................... 88
SaaS License Management process overview ...................................................................................... 88
SaaS License Management RACI ............................................................................................................ 90
Monitor SaaS Software Models ................................................................................................................. 92
Optimize SaaS License Usage ................................................................................................................... 99
Detect and Analyse Unmanaged Software Spend ...........................................................................105
Detect and Analyse Unmanaged Software Spend ...........................................................................105
Process control...............................................................................................................................................110
KPIs ................................................................................................................................................................110

Introduction
This process guide will explain how the Software Asset Management process is enabled within
the ServiceNow platform. This process is intended to be followed as closely as possible,
regardless of the customer's maturity level. ServiceNow encourages simple, lean ITAM processes,
and that is reflected in the out-of-the-box design.
Customers may add additional functionality to what is offered out-of-the-box. However, this
should only be in scenarios where a required business outcome is gained that could not be
achieved using an out-of-the-box method. Following this approach should also ease customer
upgrade paths and the ability to expand their use of the platform.

Principles and Basic Concepts

The concepts described in this guide are to be used as a baseline for successful Software Asset
Management (SAM). This guide does not contain a set of specific instructions for every SAM
scenario. Instead, it seeks to define a procedural mechanism which organizations can utilize as a
starting point for the refinement of their own Software Asset Management (SAM) process. The
guide is aligned with the ‘out of the box’ functionality provided in the ServiceNow Platform and
the SAM Professional Module.

Process Scope
SAM is the process responsible for managing and optimizing the request, acquisition,
deployment, maintenance, utilization, and disposal of software assets.
There are strong inter-process relationships between:
 Hardware Asset Management
 Procurement Management
 Application Portfolio Management
 Cost Management
 Contract Management
 Change Management
 Request / Catalog Management
 Request Fulfilment
 Content Library Curation

The objectives of the SAM Process are to:

 Reduce or eliminate unnecessary purchases by enabling software requests to be fulfilled from
available entitlements
 Identify and record all purchased software entitlements and associated user/device
allocations and subscriptions within the organization
 Assign correct license metrics, procurement information (including license costs), and
supporting software contracts to the software entitlements
 Create and maintain accurate software models, client access records, and software
discovery models to enable the establishment of entitlement compliance positions
 Proactively identify cost savings opportunities through removal and re-use of unused software
(where terms and conditions allow)
 Capture purchase order information to record the cost of software entitlement
 Accurately allocate available and acquired entitlements to users and device
 Ensure blacklisted or unlicensed software are identified and remediated
 Strengthen compliance posture against publisher license agreements
 Expedite audit response and avoid fines and financial penalties relating to non-compliance
 Provide accurate software asset information into other enterprise processes (e.g., Change
Management, Technology Portfolio Management) to enable business and financial decision
making
 Eliminate human system integration via email, spreadsheets, and tribal knowledge

Order of plugin install:

 com.sn.samp.master (note: using this loads all SAMP plugins in one step, including all publisher
packs)
 com.glide.data_services_canonicalization.config
 com.snc.procurement*
 com.sn_sam_spend (spend detection)
 com.sn_samp_eng_app (for engineering applications, requires use of OpenLM, available in
App Store)
 com.sn_samp_change (for License Change Projection capability)
 com.snc.samp_usage_sccm (MS-SCCM 2012 or MS-SCCM 2016 integration) *
 com.snc.orchestratation.client_sf_distribution (Note: Users who purchase SAMP
(com.snc.samp) plugin are licensed for software uninstall functionality only, also called
software reclamation)
 com.snc.samp.enable.ml_normalization
* Denotes plugins that require ‘maintenance’ access to activate.

Relationship with other processes

Process Relationship description Input Output
Request Submits requests for standard and non- X
management standard software
Content library Receives library content that contains X
curation normalized software product information,
publisher part number library, software lifecycle
information, discovery maps, and processor
definitions
Provides details of unmatched software X
installations, manually normalized Software
Discovery Models, publisher part numbers, and
manually created software lifecycle
information that requires adding to the Central
Software Library
Procurement Receives details of purchase orders issued to X
management publishers/vendors from the corporate
procurement system
Provides details of procurement requests that X
require converting into purchase orders in a
corporate financial system (e.g., SAP, Oracle)
Configuration Receives raw software installation data X
management associated with a Server/Computer CI for
aggregation into Software Discovery Models
Change Receives details of software X
management licenses/entitlements that are required to fulfill a
Change Request
Reserves or assigns/allocates software X
entitlements
Provides software entitlement information to X
enable the calculation of projected licensing
costs when assessing Normal or Emergency
Changes where there are changes to the CPU
counts or CPU core counts
Request Assigns available or acquired X
fulfillment allocations/entitlements prior to the fulfillment
of user-initiated Service Request
Provides software model details of software X
that requires deploying to an end-user

Policy statement Reason for policy Benefits

A single SAM process will be To create one consistent Elimination of disparate SAM
utilized throughout the process used across all processes through adoption of a
organization. customer geographies. common, integrated enterprise-
wide SAM Process.
All software models, One source of truth for all Allows for the easy generation of
entitlements, allocations, and software asset information to reports to support vendor
installations will be recorded simplify data management and software audits and non-
and maintained in the IT Asset access. compliant license positions.
Repository.
Any external requirements (e.g., To enforce tools and control of Compliance with external
Sarbanes-Oxley) for SAM must data elements to comply with legislation and governance.
be addressed in process, tool, the external requirements.
and role development.
The SAM Process Owner is To provide a single point of Ensures consistency in process
accountable for the entire accountability for the SAM execution, implementation of
process and has the authority process. supporting tools, and control of
to develop policies, software asset data across the
procedures, and work enterprise.
instructions pertaining to the
process.
Access to update software To prevent unauthorized Ensures accurate and up-to-
asset records is controlled, and changes to software asset date software entitlement
access rights are only given to records. information during software
those people who are reconciliation when only those
authorized to control the data. designated to control the
records have access.

Process roles
Each role is assigned to perform specific tasks within the process. Within a specific process, more
than one individual can be associated with a specific role. Additionally, a single individual can
assume multiple roles within the process, although typically at different times. Depending on the
structure and maturity of a process, all roles described may not exist in every organization.
The following describes the leading process roles defined for Software Asset Management:
Role Description
SAM Process The SAM Process Owner’s primary objective is to be accountable for the success
Owner or failure of the SAM process. The Process Owner is usually a senior manager with
the ability and authority to ensure the process is rolled out and used by all
stakeholders.
Responsible for:
 Establishing SAM process measures and targets.
 Ensuring the SAM process is aligned with corporate strategy.
 Establishing and communicating the process mission, goals, and objectives to
all stakeholders.
 Documenting and maintaining the process, policies, and procedures.
 Resolving any cross-functional issues.
 Ensuring proper staffing and training for execution.
 Directing the SAM roles.
 Ensuring consistent execution of the process across the organization.
 Monitoring, measuring, and reporting on the effectiveness of the process to
senior management.
 Identifies process redesign and improvement projects.
Software Asset Responsible for:
Manager  Managing the day-to-day activities of the process.
 Managing key relationships with peer roles within the enterprise. This includes
Business Application Owners, Service Catalog Manager, and Procurement
representatives.
 Ensuring quality of software asset records within the Asset Management
Repository, including Software Discovery Models, Software Product Models,
and Software Entitlements.
 Escalating any issues with the process to the SAM Process Owner.
 Gathering and reporting on process metrics.
 Identifying requirements to modify SAM processes.

Software Asset Management RACI

Software Product

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 1.0 Maintain Software Models and Lifecycles

SAM 1.1 Identify Software Publisher and Product A/R C

SAM 1.2 Create Custom Software Product C A/R C

SAM 1.3 Assign/Create Discovery Map R A/R

SAM 1.4 Assign Downgrade and Upgrade Rights R A/R C

SAM 1.5 Define Suite Components R A/R

SAM 1.6 Assign Software Model Lifecycles R A/R

SAM 1.7 Create/Update Software Model C A/R I

SAM 1.8 Review/Update Software Model Attributes A/R

SAM 2.0 Request Software Entitlement

SAM 2.1 Identify Software Requirements A/R

SAM 2.2 Submit Request for Software A/R

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 2.3 Approve Request A/R

SAM 2.4 Check Available Entitlements C A/R C C

SAM 2.5 Submit Request for Software Assessment A/R C

SAM 2.6 Review Non-Standard Software Request I C I A/R I

SAM 2.7 Publish Software Model to Catalog I A/R

SAM 3.0 Acquire Software Entitlement

SAM 3.1 Create Procurement Request C A/R C

SAM 3.2 Approve Procurement Request I A/R

SAM 3.3 Create/Approve Purchase Order A/R

SAM 3.4 Issue Purchase Order I A/R

SAM 3.5 Receive Notification of PO Fulfillment C A/R I

SAM 4.0 Maintain Software Entitlements

SAM 4.1 Determine Software Model and License Type C A/R C

SAM 4.2 Assign Agreement Type and Duration C A/R C

SAM 4.3 Assign License Metric C A/R C

SAM 4.4 Assign Procurement Information C A/R C C

SAM 4.5 Relate Previous Entitlement Record C A/R C

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 4.6 Associate Financial and Contractual C A/R
Information

SAM 4.7 Complete/Update Software Entitlement Record C A/R C C

SAM 5.0 Allocate Software Entitlement

SAM 5.1 Allocate Entitlement Rights to User/Device A/R

SAM 5.2 Remove Entitlement Rights from User/Device A/R C

SAM 5.3 Cancel non-SaaS Software Subscription A/R

SAM 5.4 Reserve Entitlement Rights A/R C

SAM 6.0 Create Software Installation Records and

Normalize Discovery Models

SAM 6.1 Discover CIs and Installed Software Automated

SAM 6.2 Create Citrix Software Installation Records Automated

SAM 6.3 Create/Update Software Installation Record Automated

SAM 6.4 Group Software Installation Records into Automated

Discovery Model

SAM 6.5 Normalize Software Discovery Models Automated

SAM 6.6 Categorize Unnormalized Software Discovery Automated

Models

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 7.0 Complete Software Discovery Models

SAM 7.1 Review Software Discovery Models C A/R

SAM 7.2 Reject Normalized Software Discovery Model C A/R

SAM 7.3 Resolve Partially Normalized Discovery Models C A/R

SAM 7.4 Resolve Unmatched Software Installations C A/R

SAM 7.5 Create Pattern Normalization Rules C A/R

SAM 7.6 Review Normalization Suggestions C A/R

SAM 7.7 Modify the Software Discovery Model I A/R I

SAM 8.0 Perform Software Reconciliation

SAM 8.1 Establish Software Reconciliation Scope A/R R

SAM 8.2 Calculate Effective License Position Automated

SAM 8.3 Review Software Reconciliation A/R R

Results

SAM 8.4 Identify Remediation Actions for Non-Compliant A/R R

Software

SAM 8.5 Execute Remediation Actions I A/R R C C C C

SAM 9.0 Optimize EUC Software Installations

Content Curator
Software Library

Catalog Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager
Contract

Software
Change
Owner
SAM
SAM 9.1 Create Reclamation Rules A/R R

SAM 9.2 Produce Monthly Software Usage Report Automated

SAM 9.3 Create/Update Removal Candidates Automated

SAM 9.4 Execute Reclamation Rules & Create Software Automated

Removal Request

SAM 9.5 Review and Approve Software Removal R A/R I

Request

SAM 9.6 Validate Software Removal Request I I A/R R

SAM 9.7 Perform Software Revocation Automated

SAM 10.0 Process Software Usage Information

SAM 10.1 Analyze Usage Data A/R R

SAM 10.2 Create User or Device Client Access Record for A/R R
Version/Edition

SAM 10.3 Update User or Device Count on Client Access A/R R

Record

R: Responsible, A: Accountable, C: Consulted, I: Informed

Process
Description
activity

Discover Installed
Discovery of raw software installation data through the utilization of
Hardware and
discovery tools such as ServiceNow Discovery or Microsoft SCCM.
Software

Create software installation records which are associated with the

appropriate CI computer record in the CMDB.

Create SW Installation The software installation records are aggregated into Software Discovery
Records and Models that include normalized values of the discovered publisher,
Normalize Discovery product, and version values to enable a clear understanding of installed
Models software for reconciliation with purchased entitlements. Non-normalized
discovery models can be sent to the ServiceNow SAM Content Delivery
Service (CDS) organization for normalization.

Reviewing Discovery Models that are less than fully normalized (if not
normalized by SAM CDS). The recommended approach is to start by
working with the publishers that represents the largest software spend
within an organization. The focus should be on normalizing software
Complete Discovery products that are licensable.
Models

This process includes the creation of custom products and pattern

normalization rules if the Software Product is not defined in SAM Pro.

Request Software Creation and submission of requests for software. This includes requests for
Entitlement standard and non-standard software requests.

Determination of acquisition requirements and creation/issuance of

Acquire Software
purchase orders for software entitlements.

Creation or modification of a software entitlement record that represents

the number of purchased and available rights for a software product, the
associated license group (e.g., Oracle, Microsoft, IBM), license metric
(e.g., per named user, per device), details of user/device allocations and
links to software license contracts. At a minimum, a software entitlement
record must include the license type/metric, license duration, and
number of purchased rights.
Maintain Software
Software Entitlements are counted in different ways. Some are counted
Entitlements
per device, where every installation counts as a right used. Some are
counted per user, where all the installations for a user count as a right
used. Sometimes the number of rights used depends on hardware
characteristics, such as how many processors the device has or how
many cores are in the processors.
The License metric, defined on the Software Entitlement, identifies how
the reconciliation process counts the rights used.

Perform reconciliation of software entitlements and discovered software

to calculate the number of entitlement rights used and determine
effective license positions. Only licensable Software Models will be
Perform Software included in Reconciliation, which will return reconciliation results.
Reconciliation Review and analysis of reconciliation reports to determine required
actions to address non-compliant software installations. This includes the
creation of allocations, removal of unlicensed and unused software, and
purchasing new rights.

Optimize EUC Identification of unused or infrequently used software to establish removal

Software Installations and removal actions.

Just because an organization owns enough rights to cover all the

installations of a software title in their environment does not mean that the
software was authorized for use on all those systems. Maintaining software
entitlement allocations allows for the identification of devices or users
Allocate Software authorized (via a Request Management process) to use the software.
Entitlement Allocation is the first step to optimize software usage in the environment.
When it is known where the software is authorized to run, installations that
are not authorized can be addressed.
As a leading practice, software entitlements should be allocated to a
user or a device to indicate the user or device that is approved to use the
18

Software Asset Management planning and initial deployment

The following activities require considering prior to the implementation of Software Asset
Management on the ServiceNow Platform.
Activities Description
The Software Asset Management Team, under the direction of SAM Process
Owner, along with key stakeholders, defines the Software Asset Management
Plan. The Software Asset Management Plan will be unique to each
organization and is based on industry leading practices s and the needs of the
organization it serves.

Scope
 Interrelated services such as Request Management, Procurement,
Hardware Asset Management, Application Portfolio Management and
Change Management
 Environments and infrastructure
 KPIs and Metrics

Requirements
 Alignment to software asset management policy and business strategy
 Link to business, service management, and contractual requirements
Produce initial  Summarize requirements for accountability, traceability, and auditability
Software Asset
Management plan Policies
 Internal standards, e.g., naming conventions, change, purchasing,
harvesting (reuse)
 Audit criteria

Organization
 Roles and responsibilities
 Governance board
 Authorization for establishing the initial population of software asset records
into ServiceNow and management of day-to-day SAM functions

Processes and Procedures

 See 3.1
 Training and knowledge transfer
 Relationships and interfaces with other processes and groups

Under the guidelines and structure formulated in the Software Asset

Populate repository
Management Plan, perform an initial load of Software installation data from
with pre-existing
the organizations historic repository(s) (including migrations from the SAM
software installation
Plugin) into the Now Platform.
data
One of the first steps to implement a SAM practice is to identify what you have
purchased to use in your environment. This is tracked as a Software Entitlement
record. There are various sources for this information, such as reseller reports
and purchase orders. The use of software entitlement information in reseller
reports provided by the organization’s software vendors to create/populate
software entitlement records is the recommended practice. This is because the
software entitlement record in ServiceNow leverages a Publisher Part Number
Populate repository (PPN), and most organizations don’t have the PPN readily in hand. The PPN is
with pre-existing always included in the reports that the software vendor provides to the
software publisher under the terms and conditions of their reseller agreement.
entitlement data
The recommended approach is to use the template to import software
entitlements into ServiceNow. Refer to:

https://docs.servicenow.com/bundle/rome-it-asset-
management/page/product/software-asset-management2/task/view-
entitlement-import-errors.html

Under the guidelines and structure formulated in the Software Asset

Management Plan, perform an initial load of Software license contract and
Populate repository
maintenance data from the organizations historic repository(s) into the
with pre-existing
ServiceNow Platform.
software license
https://docs.servicenow.com/bundle/rome-it-asset-
contract data
management/page/product/contract-
management/concept/c_ContractManagement.html
Populate repository If the Software Asset Management Plan includes the management of usage-
with pre-existing based licenses, including the reconciliation of Client Access Licenses, obtain
software usage user/device counts and load this information into the ServiceNow Platform.
information
See attached link for details of importing financial transactions:
Software Spend
https://docs.servicenow.com/bundle/rome-it-asset-
Detection
management/page/product/software-asset-
management2/concept/software-spend-detection.html
You can set default reconciliation properties such as grouping and
reconciliation debugging. Refer to:
Set up SAM
Professional
https://docs.servicenow.com/bundle/rome-it-asset-
properties
management/page/product/software-asset-management2/reference/sam-
properties.html
Perform initial Conduct an initial software reconciliation in SAM Professional to evaluate both
reconciliation the Software Asset Management process and initial data integrity. Refer to:
20

https://docs.servicenow.com/bundle/rome-it-asset-
management/page/product/software-asset-management2/reference/quick-
Software Asset
tests-sam.html
Management Test
Suite
Perform Software Asset Management configuration scans to determine issues
with configuration or discovery, that could impact software License
compliance results. Additionally, get recommendations to fix the issues and
thereafter create tasks for successful resolution.

Run SAM Health Check

Primary
ID Tasks Procedures Input Output
role

Link from Acquire

Software Entitlement
(SAM 3.0) process Software model
because in order to information
create a procurement
request for a software

When the software

product is not defined in
the PPN Library, and no
Software Model exists,
initiate actions to Custom
manually create a software
Identify Software Model by product
SAM software identifying the Publisher Software model information
1.1 publisher and and Product. If the information
product Publisher and/or Product Software
do not exist, proceed to model record
SAM 1.2 to create a [WIP]
Custom Software
Product record.
Otherwise, proceed to
SAM 1.3.

Establish Publisher,
Product, and Product
Type (e.g., licensable)
and create a Custom
Software Product.
Identify if the product
relates to subscription
software.
When appropriate, Custom
create a new Company software
Create record if the Publisher is product
Custom software
SAM custom not represented in the record
SAM Admin product
1.2 software SN Platform. information Software
product
Note: All licensable model record
products require a [WIP]
Software Model.
When the custom
software product is
completed, proceed to
SAM 1.3 and add
additional information
into the Software Model
record.

Link from Perform

Software Reconciliation Software model
(SAM 8.0) process to Automated
information
create new Software
Models for discovered

Create discovery Software model Software

mapping conditions by record model record
associating a Discovery [Updated]
Discovery maps
Map (DMAP) to the
Discovery
Software Model to Software model
mapping
ensure that when information
conditions
software reconciliation is
[Updated]
executed, discovered
software installations
associated with a
Discovery Model are
mapped to the correct
Software Model and
linked entitlements.
Note: this step is
automated when (a)
creating software
Assign/creat entitlement records and SAM
SAM the software model is
e Discovery Admin/
1.3 represented as publisher
Map Automated
part number in the SAM
Content Library; (b)
during software
reconciliation when
unlicensed installations
are discovered for a
software product that
has no software model
defined.
For Software Models
created using custom
software products (SAM
1.2) and non-custom
software products (i.e.,
Software Model requires
creating because no
Publisher Part Number is
available (SAM 1.1),

Link to Complete
Software Discovery
Models (SAM 7.0)
process because
following the creation of
a Software Model and Software
discovery mapping model record
conditions associated
with a custom product,
pattern normalization
rules require setting to
enable the normalization
of the Discovery Model
25

When a software
contract allows for rights
to use future or previous
versions associated with
the ‘primary’ software
entitlement (i.e., no
requirement to acquire
upgrade rights from
previous entitlements),
assign the downgrade
software models
associated with the
software model.
Note: For Microsoft
software models which
have been assigned a
DMAP via the SAM
Content Service, Software
downgrade rights are contract
automatically populated information Software
in the software model model record
Assign record along with the Software model [Updated]
SAM
SAM upgrade and Next Version software record
Admin/ Downgrade/
1.4 downgrade model (upgrade rights). Automated Downgrade upgrade
rights
When software rights rights
reconciliation is Upgrade rights assigned
executed, once the
primary version is
licensed, the
downgrade software
models will be licensed
in the order they are
specified on the
entitlement record.
Downgrade rights are
used in reconciliation for
the following license
metrics:
Common: Per Core, Per
Processor, Per User, Per
Device, Per Named User,
or Per Named Device.
Microsoft: Per Core, Per
Core with CAL.

When applicable (i.e.,

product suite not
created by CDS),
associate suite parent
Software Model or suite
component Software
Model(s). When
appropriate, create
Software Models for the
parent or children
Software Models if not
available.
Assign the inference
percentage (if required).
This is the percentage of
suite components that
need to be present on a
system to count as a
suite. Software
Software model model record
Determine if a specific
SAM Define suite record [Updated]
component in a suite
1.5 components must be installed to infer Product suite Suite
that the suite is installed. information components
Choices are: Optional, assigned
Always Mandatory, and
Mandatory Group.
For example, if the
Inference percent is set
to 80% and the
Mandatory field is
Always Mandatory for
Microsoft Access, these
settings specify that
Microsoft Access must
be installed along with
three out of four other
products (e.g., Word,
Excel, PowerPoint,
Outlook) to infer that
Microsoft Office
Professional is installed
on a device.

If the DMAP contains a Software model

Assign software lifecycle, this record Software
SAM software content is pulled from
Software model model record
1.6 model the content library and
lifecycle [Updated]
lifecycles associated with the
information

Following the execution Software model Software

of SAM 1.1 to SAM 1.6, a record model record
software model record is [Completed]
created. Following
creation of the software
model, proceed to SAM
1.8 if additional
attributes require adding
to the model.
Create/
Existing Microsoft SAM
SAM update
software model records Admin/
1.7 software
are updated to a new Automated
model
version, following the
execution of a
scheduled job which
identifies linked Microsoft
entitlements covered by
Microsoft Software
Assurance (SA), which
require updating to a
higher version.

Link to Maintain Software

Entitlements (SAM 4.0) Software
process because model record
following auto-creation
of the software model

Link to Technology
Portfolio Management
operational process Software
because a software lifecycle
model lifecycle in the record
Software Model is
Software
available.
model record
(only applicable if the
APM module is installed)

Time trigger to
verify/update the
software attributes of
existing Software Models. Software model
This could be resultant attributes require
from reports that updating
indicate that software
model attributes are
incorrect.

For newly created

software models,
establish if the model
requires any additional
attributes adding,
including Model Status
(i.e., In Production) and
Business/Product Owner.
Verify and determine
updates to software
model attributes
following the creation of
the Software Model OR
during the lifecycle of
the Software Model to
determine if any
required updates. This
includes:
Setting Blacklisted Software model
software indicator. record
Setting License under Software model Discovery
management indicator. attribute mapping
Review/upda
Reconciliation will validation conditions
SAM te software
exclude any software SAM Admin required
1.8 model Software
models that have the
attributes Software model
‘License under
management’ flag un- retirement updates
checked. information

Verifying the inference

percentage assigned to
a software suite and the
suite children associated
with software suites
which have been auto-
created from the
Content Library are
correct and, when
appropriate update the
suite children data
attributes and adjust
inference percentage.
Verifying discovery
mapping conditions
(specifically software
installation conditions)
on the software model
record. When
applicable, perform

Link to Maintain Software

Entitlements (SAM 4.0)
process because
following creation of the Software
Software Model, model record
additional attributes can
be added to the
Software Entitlement

Link to Request Software

Entitlement (SAM 2.0)
process following the Software
completion of the model record
required software model
record.
31

Primary
ID Tasks Procedures Input Output
role

Task trigger to submit Requester Software

request for software entitlement
requirement

Review the software Requester Software

catalog (or equivalent entitlement
Request Management requirement  Software
process/system) and model
identify the required identified
Identify software model.
SAM
software  Software
2.1 If the required software
requirements model not in
model is defined in the Catalog
catalog available for
request, proceed to SAM
2.2, otherwise, proceed to
SAM 2.5.

Create and submit the Requester Software  Software

Submit request for the software. model request
SAM
request for identified requires
2.2 The software model
software approval
associated with the

Approve the software

entitlement request.
 Software
Following approval, the entitlement
software model fulfillment request
workflow associated with [Approved]
the approved software
Software  Entitlement
request will determine
request check required
SAM Approve (a)whether a check is Approver( requires
2.3 request required to establish any s)  Software
approval
entitlements are available deployment
to fulfill the request prior to required
procurement and (b)
 Software
whether the software can
entitlement
be deployed without an
procurement
approval, entitlement
requirements
check or procurement
action.

Link to Request Fulfillment Software

operational process deployment
because the requested required
software can be
immediately deployed to
the device/end user

Link from Change

Management operational Entitlement
process to check for check
available entitlements required
required to fulfill a
Change Request.

Determine if the SAM  Entitlemen  User/device

requested software Admin t Check allocation
Check entitlement is available Required information
SAM
available and can be allocated to
2.4  Software  Software
entitlements the user or device.
entitleme entitlement
When appropriate, login nt request
to a vendor licensing
34

Link to Acquire Software Software

Entitlement (SAM 3.0) entitlement
process because there procurement
are no available license requirements
rights to allocate to the
requested software
entitlement.

Link to Allocate Software User/device

Entitlement (SAM 5.0) allocation
process to create information
user/device allocations
for available software
entitlements

In situations when the Requester  Software Non-standard

required software model model is software request
is NOT defined in the not in the
catalog and available for catalog
request, submit a request
 Non-
to the appropriate
standard
technical/software
Submit and software
governance authority to
monitor request
SAM review the non-standard
request for reviewed
2.5 software requirement and
software establish if the software
assessment model can be approved
for use.
Receive feedback from
the software governance
team as to whether the
request has been
approved or rejected.

Link from Maintain Software model

Software Models and record
Lifecycles (SAM 1.0)
process following the
creation of a software
model

SAM Review non-standard Software  Non-  Software

Review Non-
2.6 software request and Governan standard Catalog
standard
determine if (a) the
35

Obtain information to Software Software Software Catalog

publish the Catalog catalog [Updated]
updated/completed update
Software Model into the required
Software Catalog. This
information includes:
 Customer price
Publish  Software model
SAM Software description/image
2.7 Model to
Catalog  Software fulfillment
workflow
 Software model
supplier
 Users/groups/depart
ments/locations that
can request the
software

Primary
ID Tasks Procedures Input Output
role

Review software  Software Procurement

requirements and entitlement Request
determine if a quote is procurement
required from the requirements
software vendor to
 Software
initiate the procurement
License
process. If required,
Contract
engage with the
Information
appropriate vendor to
obtain a quote.  Software
Vendor
Complete the
Quote
Procurement Request
(ServiceNow PO record if
Procurement Plugin is
activated) and record
the following attributes:
Vendor/Publisher
Software Model
Number of required
Create entitlement rights
SAM
Procureme SAM Admin
3.1 License Metric/Group
nt Request
Downgrade/upgrade
parameters
Maintenance/support
requirements
When applicable, refer
to the Publisher Software
License Contract to
ensure the details in the
Procurement Request
are correct.
Ensure vendor quote
and any other
supporting
documentation is
attached to the
Procurement Request
and submit for approval.
In situations when a
Procurement Request

Link to Maintain Software

Models and Lifecycles
(SAM 1.0) process
because when creating
a procurement request
for a software
entitlement, a software
model requires creating.

Approve the Procureme

Procurement Request for nt Manager
Approve Procurement
SAM the requested software Procurement
procureme request
3.2 and proceed to create request
nt request [Approved]
and issue the legal
purchase order.

Create/app Create and approve Procureme

SAM rove legal PO in the ERP nt Manager Procurement Purchase order
3.3 purchase system. request [Approved]
order

Issue Issue PO from the ERP Procureme Purchase order

SAM system to a selected nt Manager [Issued]
purchase Purchase order
3.4 vendor for fulfillment.
order

Receive PO and, when

Receive
appropriate, provide Software
and fulfill External
details of information to Purchase order entitlement
purchase Vendor
install the software (e.g., information
order
license key).

Receive and validate SAM Admin Software  Software

software entitlement entitlement entitlement
information from the information record
publisher/vendor. This
Receive  Allocated
includes details of the
SAM notification software
PO number, license key
3.5 of PO entitlement
information, and number
fulfillment of purchased  Purchase
entitlement rights. order
information
Assign purchased rights
to user/device (if known)

Link to Allocate Software Automated Allocated

Entitlement (SAM 4.0) if software
process to create Procureme entitlement
user/device allocations. nt Plugin is
activated

ID Tasks Procedures Primary role Input Output

Link from Maintain Software

Models and Lifecycles (SAM
1.0) process because
following manual or Software
automatic creation of the model record
Software Model, the software
entitlement record can be
created.

Time Trigger to create new

entitlement records following Software
the expiration of a Microsoft contract
Software Assurance (MSA) information
contract.

Link from Acquire Software

Purchase
Entitlement (SAM 3.0) process
order
to manually create a
information
software entitlement record.

When possible, use the

Publisher Part Number (PPN)
field to populate the
Publisher, Product, Version
Number/ Edition, Platform,
and Language of the
software product. Once
selected and the
corresponding software
model is available, the model
is automatically assigned
along with the associated
Discovery Map (DMAP) and
other attributes associated
with the DMAP – downgrade
rights, product suites, and
software model lifecycles.
If the product is available in
Software
the Publisher Part Number
model record
Library, but a corresponding
Software
Determine Software Model record Software
entitlement
software cannot be located, the contract
SAM record [WIP]
model and software model and DMAP is SAM Admin information
4.1 created automatically. Software
license Publisher part
type model
If the product is not defined in number
information
the PPN library, manually library
create a software model
record.
Following the manual
creation of the software
model, when no PPN is
available, set the License
Type to Perpetual,
Subscription, or Upgrade.
When Microsoft part is
selected as a Publisher, the
following license type are
available: Perpetual,
Software Assurance,
Perpetual + Software
Assurance, Subscription, and
Step-up is available.
For upgrades from previous
entitlements to new
entitlements (License Type =
42

Link to Maintain Software

Models and Lifecycles (SAM Software
1.0) process to manually or model
automatically create a new information
Software Model

Assign Agreement Type (e.g.,

ELA, Generic or publisher-
specific agreement)
For all Agreement Types, refer
to:

https://docs.servicenow.com
/bundle/rome-it-asset-
Software
management/page/product
Assign contract Software
/software-asset-
SAM agreement information entitlement
management2/reference/ag SAM Admin
4.2 type and reement-types.htmlAssign Software record
duration license duration (e.g., entitlement [Updated]
Perpetual, Subscription). record
Notes:
1. For all subscription
entitlements and
Microsoft entitlements
with a Software
Assurance, Perpetual +
Software Assurance, and
Step-up license type, the
43

Define Metric Group (e.g.,

Common, Subscription,
Microsoft, Adobe, Oracle,
Citrix, VMWare, IBM, SAP) and
License Metric (e.g., User
Subscription, Per User, per
Device, Per Named User, Per
Named Device, User CAL,
Device CAL) and Unlimited
license to calculate effective
license positions during
reconciliation. Software
contract
For all Metric Groups and information
License Metrics, refer to:
Software Software
Assign
SAM entitlement entitlement
license https://docs.servicenow.com SAM Admin
4.3 record record
metric /bundle/rome-it-asset- [Updated]
management/page/product Custom
/software-asset- license
management2/reference/sof metric
tware-entitlement- information
fields.htmlNotes:
1. In situations when a Metric
Group and/or License
Metric is not defined (e.g.,
obscure or specialized
software), a Custom
License Metric can be
scripted and associated
with the entitlement
record.

Assign the number of rights

associated with the
purchased software
entitlement. For Microsoft
Software Assurance renewals,
enter the number of rights
that require renewing.
In situations when Purchased
Rights are ‘‘received’
following the issuance and
receipt of a PO during
procurement process (see Software
SAM 3.5), this step is contract
Assign Software
automated. information
SAM procureme entitlement
SAM Admin
4.4 nt Document unit and total cost Software record
information of purchased software entitlement [Updated]
entitlement and other PO record
and invoice information (if
not already pre-populated).
When a Microsoft SA has
expired, and an entitlement
record has been created to
reflect the new SA, proceed
to SAM 4.5 to link the
entitlement record
associated with the expired
SA.

Locate the entitlement

record linked to the expired
software assurance
Link agreement and enter the Software
Software
SAM previous amount of rights that require entitlement
entitlement
4.5 entitlement renewing. Once the original record
record
record perpetual licenses [Updated]
entitlement is linked, the
amount of renewed rights
renewed is tagged as being

Link from Acquire Software

Entitlement (SAM 3.0) process Software
to add attributes following entitlement
auto-creation of the software record
entitlement record.

Refer to the Publisher

licensing terms and
conditions and establish if the
entitlement rights for software
compliance are for a specific
company/legal entity, site/
location, or department. If
such conditions are
stipulated, add the
appropriate attributes to the
Software Entitlement. Software
Software
Associate entitlement
Establish if any internal entitlement
financial record
SAM policies regarding the use of record
and [Updated]
4.6 software by a particular
contractual Software
department or cost center Entitlement
information contract
require reflecting on the linked to
information
Software Entitlement. If any of contract
these dimensions are
relevant, set the value
accordingly.
Determine if any
downgrade/upgrade
parameters require
associating with the
entitlement record (if not
already pre-populated), and
when applicable, add this
46

Link to Modify Contract

Entitlement
Record (COM 3.0) process
Automated linked to
because a new entitlement is
contract
linked to a contract.

Link from
Procurement/Contract
Management operational
process because
amendments to a publisher’s Publisher
licensing terms and license
conditions (e.g., changes to amendment
upgrade/downgrade
parameters) require
representing in the software
entitlement records.

Complete initial creation of a

Purchase
software entitlement record
order
OR modify data attributes in
information
an existing record.
Software Software
To better manage existing
Complete/ contract entitlement
entitlement, update certain
update cancellation record
SAM fields in entitlements such as
software SAM Admin information [Updated]
4.7 Purchased rights, Software
entitlement model, License type, Number Software Software
record of packs, and Publisher part entitlement model
number. Entitlements that information updates
have related entitlements,
Publisher
upgrade history, entitlement
license
history, or upgraded
amendment
entitlement are not editable.

Link to Allocate Software

Entitlements (SAM 5.0) Allocation
process to create information
user/device allocations.

Primary
ID Tasks Procedures Input Output
role

Link from
Install/Move/Add/Change Allocation
Asset (HAM 5.0) process to information
create or remove
user/device allocations Service
following hardware swap- request
out

Link from Request Software

Entitlement (SAM 2.0) Allocation
process to create information
Automated
user/device allocations for Service
available software request
entitlements

Link from Perform Software

Reconciliation SAM (8.0)
process to allocate Allocation
Automated
entitlement rights following information
analysis of remediation
options

Link from Maintain Software Allocation

Entitlements (SAM 4.0) information

Link from Acquire Software

Entitlement (SAM 3.0) Allocation
process to create information
user/device allocations

A user or device allocation

is created from a software
entitlement to specify a user
or device to which rights
have been allocated.
Create or update
user/device allocation
records following the:
acquisition of entitlements
that require allocating to a
user/device (if Procurement
Plugin is activated,
user/device allocations can
be added during the
‘receiving’ process – see
SAM 3.5)
identification of available
rights during Request
Software process (see SAM Allocation
2.4) information
Create
User/device
SAM user/device execution of software Service
allocation
5.1 allocation reconciliation, where it was request
record
record identified that a user/device Change
allocation requires creating request
(automated)
When allocating
entitlements to a user or
device, ensure the following
information is updated:
Quantity of entitlements
allocated (note: multiple
rights become relevant
where many rights are
needed to fully license a
device, such as with a ‘per
core’ license metric).
Assigned To (user)
Allocated To (device)
Assigned Date
License Key (when
applicable)

Link to Request Fulfillment

operational process to fulfill Allocated
request to deploy software software
that is allocated to a device entitlement
or user.

Unused
Link from Retire Asset (HAM software
7.0) process to remove entitlement
device/user allocations information
following asset retirement Service
request

Link from Perform Software

Reconciliation (SAM 8.0)
process to unallocated Allocation
Automated
rights following analysis of information
remediation options and
software usage

Unused
Link from Change software
Management process to entitlement
remove device/user information
allocations following
change implementation Change
request

Perform necessary actions

to deactivate user software
Cancel subscription licenses in the Software Cancelled
SAM
software event of an employee SAM Admin retirement software
5.3
subscription changing roles or leaving information subscription
the company. This may
require logging into a

Review Change Request

and reserve the software Allocation Software
Reserve information
SAM entitlement rights required entitlement
entitlement SAM Admin
5.4 for Change implementation. Change record
rights
Determine how long the request [Updated]
rights require reserving for.

Link to Change
Management operational
process to notify Change
Manager that the required
software entitlement rights
are reserved.

Based on pre-
determined schedules,
execute discovery
events to discover
physical and virtual
computers and
associated software
installations. Discovered
CIs are either created or
updated in the CMDB.
If the Discovery system
identifies new CPU Types
(based on a
combination of
Processor Type/Model
and Server Model) that
are not mapped to a
 Discovered
Processor Definition
software
defined by a Publisher, installations
this information is pushed
to Content Curation  Discovered
Team for mapping and Citrix software
Discover installations
inclusion in the SAM
Configuration
SAM Content Delivery Service  Discovered
Items and Automated
6.1 (CDS). computers
Installed
Software Discovery also  Unmatched
recognizes installed file CPU types
sets (not running and not
identifiable by probes  Recognized
and patterns) and their File Sets
properties as an input to
a SAM API in Discovery,
which maps/normalizes
the discovered files with
software packages and
identifies normalized
publisher, product,
version, and edition. File
sets normalized by the
SAM API automatically
create software
installation records
(Discovery Source = SN
File Discovery). files can
be manually normalized
or sent to the
ServiceNow CDS for
normalization.

Link from Weekly

Scheduled Job to
update the Edition value Subscription
on Software Installation Automated edition
records related to Office information
365 software
subscriptions.

Link from Complete Software

Discovery Models (SAM installation
7.0) process to add edition
Edition value to an identified
existing software
installation record.

Aggregate the software

installation records,
created in SAM 6.3, that
have the same
publisher, product, and
version into the same
Software Discovery
Model
(Note: Newly discovered
Group software installations
software inherit the normalized Software Software
SAM installation values in the installation discovery model
Automated records [WIP]
6.4 records into corresponding Discovery
the discovery Model, if one exists).
model
If a Software Discovery
Model doesn’t exist, one
is automatically created
for each software
installation that has the
same discovered
publisher, product, and
version.
Note: For IBM software
installation data that is
57

Utilizing the OOTB

normalization rules
(updated weekly via
CDS) and via manually
created pattern
normalization rules, the
Discovery Model is
updated to include the
normalized product,
publisher, and version
values. Software
discovery
The daily normalization
model
scheduled job also
identifies the following Local software
Normalize additional information library
SAM software that will be populated Automated Pattern m
6.5 discovery into the Software
models normalization
Discovery Model: rules
Product Type Machine
(Licensable, Patch, learning
Driver, Child) predictions
Platform of Discovered
Software
Language of Discovered
Software
Edition of Discovered
Software
Full Version Number

On occasion, a software
title will not normalize. In
these situations, proceed
to SAM 6.6.

If the Discovery Model

cannot be normalized or
fully normalized with
Publisher, Product, and
Version values, an
attempt is made to
partially normalize the
Discovery Model using
the Discovered Publisher
and Discovered Product
values. If a match is
found, the Publisher and
Product values are set,
Categorize normalization status is set Completed
SAM unnormalized to Partially Normalized, normalization Unnormalized
Automated process
6.6 discovery and the rest of the discovery model
models Discovery Model
(Version and additional
information such as
Platform and Edition)
requires manual update.
If the Discovery Model
cannot be normalized
using the Discovered
Publisher and
Discovered Product
values, the Discovered
Publisher is validated in
the normalization
engine. If a match is

Link to Complete
Software Discovery Partially
Models (SAM 7.0) normalized
process to review discovery model
partially normalized

Link to Complete
Software Discovery
Models (SAM 7.0)
process to create
Software Discovery Unnormalized
Models for software discovery model
installations that could
not be normalized
during the automated
normalization process

Review the list of software

discovery models. Review as
follows:
 Normalized models – when
relevant, identify missing
Edition values that require
adding to the software  Partially
installation record. Proceed normalized
to SAM 6.3 discovery
 Partially normalized models model
Review and Publisher normalized  Software
SAM software models – proceed to SAM installation
7.1 discovery 7.3 edition
models
 Match Not Found – this identified
occurs when the  Unnormalized
normalization process discovery
cannot fully or partially model
normalize homegrown or
obscure/industry-specific
applications not defined in
the Software Content
Library review of the
unmatched Discovery
Model. Proceed to SAM 7.4.

Link to Create Software

Installation Records and Software
Normalize Discovery Models installation
(SAM 6.0) process to add edition identified
Edition value to an existing
software installation record.

Incorrect
Event trigger to reject
normalization
normalization rules
rules

Reject If, during the execution of SAM  Software

normalize processes, it is discovered that Incorrect
SAM discovery
d software the normalization rules SAM Admin normalization
7.2 model
discovery assigned to a software rules
information
model discovery model during the
64

Determine the required

information to fully normalize
the discovery model (i.e.,  Software
Product, Version) and modify discovery
Resolve
the model in SAM 7.7. When model
partially Partially
appropriate, create a custom information
SAM normalize normalized
software product for Publisher SAM Admin
7.3 d software discovery  Custom
discovery Normalized Discovery Models if model software
models the correct product is product
unavailable in the content
library.

Determine if the Discovery

Model is licensable and
whether it requires including for
consideration during software
Resolve reconciliation. Pattern
unmatche Unnormalized
SAM If the software requires normalization
d software SAM Admin discovery
7.4 licensing, create a custom rules
installation model
software product record and requirements
s
proceed to SAM 7.6 to create
pattern normalization rules that
will enable automatic
normalization.

Link to Create Software

Installation Records and
Normalize Discovery Models Pattern
(SAM 6.0) process to provide Automated normalization
pattern normalization rules for rules
custom products into the
normalization process

Weekly Time Trigger to review

suggested normalization
changes based on Central
Software Library content.

Review a Normalization
Suggestion to analyze any
conflict between what was
manually normalized and  Accepted
Review Central Software Library Suggeste normalization
normalizat content. d suggestion
SAM
ion SAM Admin normaliza
7.6 Accept the suggestion to  Rejected
suggestio tion
automatically update the normalization
ns changes
Discovery Model to the correct suggestion
normalized values.
Reject the suggestion to keep
the manual normalized values.

Daily Scheduled Job to initiate

Software Library Content Manually
Curation operational process normalized
because manually normalized software
Software Discovery Models discovery model
require addition to the
ServiceNow Central Software
Library.

Time/Event Trigger to execute Ad-hoc

and ad-hoc software software
reconciliation reconciliation
requirements

Prior to performing an ad-hoc SAM Admin Ad-hoc Software

reconciliation, ensure that: software publisher
reconciliation information
All processor definition updates
requirements
have been executed in the Result
Central Software Library. Client access grouping
records dimensions
For usage information not
[Updated]
automatically derived via
platform integrations, ensure all Processor
counts related to user and definitions
device usage are entered into [Updated]
the appropriate Client Access
record.
Establish Determine which publishers are
SAM software in scope for the ad-hoc
8.1 reconciliation software reconciliation.
scope
For software reconciliation
calculations where
compliance is based on the
company and/or location of
the installation, establish how
the reconciliation results require
grouping (i.e., Company,
Country, Region)
Establish if the reconciliation
results require grouping by cost
center or department to
enable
chargeback/showback.

Link from Maintain Software Automated Software

Models and Lifecycles (SAM entitlement
1.0) process to receive non- information
SaaS Software Model and
linked entitlement records to
enable the calculation of
effective license positions.

Link from Complete Software Automated Software

Discovery Models (SAM 7.0) discovery
process to receive manually models
normalized Discovery Models
to match up with entitlements
associated with Software

Link from Process Software Automated Software

Usage Information (SAM 10.0) usage
process to receive software information
usage information into the
calculation of effective license
positions of usage-based
software licenses.

Link from Monitor SaaS Software Automated Software

Models (SaaSLM 1.0) process to entitlement
receive SaaS Software Model information
and linked entitlement records
to enable the calculation of
effective license positions.

Weekly Scheduled Job to Automated

automatically run software
reconciliation for all licensable
software. If the reconciliation
results require the assignment
of grouping dimensions (e.g.,
group by country/location,
etc.), this requires configuring in
the automated job. The

Based on all automated inputs, Automated Software Software

calculate effective license publisher reconciliation
positions for selected publishers information results
and produce reconciliation
Software
results. This is addressed by
entitlement
matching software installations
information
to the most specific software
model based on publisher, Software
product, and version. If no discovery
match can be found between models
a software installation and Software
software model, the installation usage
will not be licensed. information
Rules regarding the rank and Result
order in which compliance is grouping
calculated are built into the dimensions
reconciliation engine to ensure
no double counts occur (e.g.,
an entitlement may be defined
as Per User and Per Device).
For products identified in the
Calculate reconciliation with unlicensed
SAM effective installations and no software
8.2 license model exists, a software model
position record is automatically created
so that the unlicensed
installations can be associated
with a Software Model
Notes:
Only ‘Licensable’ Software
Discovery Models are
considered during
reconciliation.
For software subscription
licenses, any use allocations
are ignored during
reconciliation since the
allocations are handled in the
vendor’s licensing system.
Adobe Creative Cloud
software model will be used to
reconcile installations of CC
and CS versions of Photoshop,
Dreamweaver, Illustrator,
InDesign, etc.

Link to Maintain Software Automated

Models and Lifecycles (SAM
1.0) process to create new
Software Models for products
discovered with unlicensed
installations

Review the software Software Software Reviewed

reconciliation results in the Asset Reconciliation Software
License Usage (formerly Manager Results Reconciliatio
License Workbench) or in a n Results
Publisher Dashboard. Follow
Removal
attached link for details of the
Candidates
License Usage Dashboards:
Compliance
Reports
https://docs.servicenow.com/b
undle/rome-it-asset-
management/page/product/s
oftware-asset-
Review
management2/concept/sam-
SAM software
workspace-workbench.html
8.3 reconciliation
results Reconciliation results are
displayed in a layered
hierarchy:
Product Results - overall
compliance status,
unlicensed installs, true-up
costs, over licensed amounts,
and removal candidates for
a software product. This
includes all the publisher’s
licensable products that
have discovered software
installs, irrespective of
72

Notes:
1. Common Per Core,
Common Per Processor,
Microsoft Per Core, Microsoft
Per Core with CAL are
licensed at the product level.
This is to ensure that rights
can be shared across
software models. All other
reconciliation calculations
license software installs at the
software model level.
2. CAL compliance is
associated with the Server
Software Model
3. Software models may
show as Compliant but
include unlicensed installs.
This is because the model is
part of an Enterprise License
Agreement.
4. For Per Named User
License Metrics, allocations
are created only if the
associated CI record has an
‘Assigned To’ value
populated. If no ‘Assigned
To’ values are associated,
then the installs are deemed
to be non-compliant).
5. For software entitlements
associated with the User
Subscription license metric,
Allocated in use, Not
allocated in use, Allocated
not in use, Not Allocated,
Allocations needed results
will always be empty since
the subscription software is

Link from Optimize Software Removal

Usage (SAM 9.0) process so Candidate
that removal candidates can Record
be reviewed and actioned
during the remediation of non-
compliant software
(automated).

Following review of the Software Reviewed Non-

reconciliation results Asset software compliant
associated with each non- Manager reconciliation software
compliant software product results remediation
and associated models, actions
analyze the different License
Metric results associated with
the Software Model result
along with the associated
remediation options. The
following remediation actions
are available:
Identify Purchase rights are needed for
remediation unlicensed software.
SAM actions for
8.4 non- Remove unlicensed installs for
compliant unlicensed software.
software Create allocations for
unallocated installs where
available rights exist for each
unique license metric
associated with the Software
Model, (except User CAL and
Device CAL entitlements) OR
create removal candidates for
unallocated installs (‘not
allocated in use’).
Remove allocations for
purchased entitlements
allocated to a user/device, but
75

For remediating non-compliant Software Non-compliant Software

software models where Asset software entitlement
available rights exist (‘not Manager remediation procurement
allocated in use’, ‘allocated actions requirements
not in use’), perform the
Software
following actions:
allocation
For ‘not allocated in use’ (rights updates
purchased but not being
Claimed
used), create allocations from
software
available rights OR create
removal
Removal Candidates if it is
candidate
determined that the
Execute Software
SAM unallocated install requires
remediation removal
8.5 removing from a user/device
actions candidate
For ‘allocated not in use’,
request
create Removal Candidates if
a decision is made to reclaim
the rights associated with the
allocated install that is not
being used.
For Removal Candidates
identified via software usage
monitoring in SAM 9.0,
determine if removal is required
to remediate a non-complaint
software situation and, if so,

Link to Allocate Software Automated Software

Entitlement (SAM 5.0) process allocation
to create or remove updates
user/device allocations.

Link to Acquire Software Software

Entitlement (SAM 3.0) process entitlement
to initiate the purchase of procurement
entitlement rights to enable requirements
software license compliance.

Link to Optimize Software Software

Installations (SAM 9.0) process removal
because during the candidate
remediation of non-compliant request
software, it is determined that
unlicensed or unallocated

Primary
ID Tasks Procedures Input Output
role

Time Trigger to create

software reclamation rules
and specify software usage
parameters to provide
recommendations for software
reclamation or removal.

Define usage conditions and

attributes for software
reclamation rules. The rules
include:
Name of reclamation rule
Create
Software Products against
reclamation Software
SAM which the rule needs to be Reclamation
rules Asset
9.1 applied rules
(EUC software Manager
Whether the user assigned to
only)
the hardware on which the
software is installed requires
notifying prior to software
removal
Number of days after which,
if no user response is
79

Create a reclamation rule for

an SAP named user type:
Follow attached link for
details of User transaction
activity for SAP named user
types

https://docs.servicenow.com
/bundle/rome-it-asset-
management/page/product
/software-asset-
management2/concept/sap
-named-user-transaction-
activity.html

Based on software products

that are associated with a
reclamation rule, produce
monthly software usage Software usage
Automated Software
records based on SCCM report
with usage
usage metering or the date
Microsoft information
Produce that the software was last
monthly used. SCCM Reclamation
software integration rules
SAM
9.2 usage report
For SAP, discover transactions SAP user
(EUC software Automated
codes for SAP users. SAP transactions
only) (SAP transaction codes (SAP User
This list is compared then Transaction codes (t- Active
against SAP Named User s) codes) Transactions)
reclamation rules to
determine whether the user is
assigned an optimized
license.

Link to Perform Software

Reconciliation (SAM 8.0)
process so that removal Removal
candidates can be reviewed Automated candidate
and actioned during the record
remediation of non-
compliant software.

Following the creation of a

removal candidate, a
software removal request is
auto created.  Software
Create If the defined reclamation removal
software rule is for the software to be request
SAM removal uninstalled without notifying Removal  Approved
request the user, the software Automated
9.4 candidate software
removal request workflow removal
(EUC software
initiates the software request
only)
revocation process.
Otherwise, request is routed
to the user (or user’s
manager) to obtain approval
to reclaim the software.

Link from Perform Software

Reconciliation (SAM 8.0)
process because during the Software
remediation of non- removal
compliant software, it is request
determined that unlicensed
or unallocated software

Dependent upon pre-

determined policy, the user
or business owner of the
software may be authorized
to approve/reject the
removal request OR the user’s
manager may need to
provide a final approval.
If the user/business owner or
designated approver
Review and approves an uninstall OR the
approve specified number of days Software Software
SAM Removal
software required for a response removal removal request
9.5 Approver
removal (associated with the request [Updated]
request reclamation rule) is
exceeded, this triggers an
automated action to initiate
the revocation of the
software installation.
If the request is rejected, the
removal candidate is
reviewed by the Software
Asset Manager for a final
decision as to whether the
software requires uninstalling.

Establish if the software

associated with the rejected
request should be uninstalled.
If it is determined the
Validate software requires uninstalling,
initiate actions to revoke the Software Software Approved
SAM Software
software installation. Asset removal software
9.6 removal
Manager request removal request
request If the Software Asset
Manager forces the removal,
this triggers an automated
action to revoke the software
installation.

Daily Scheduled Job to

identify blacklisted software
installations which is not
Claimed
authorized for use within an
software
organization. If such
removal
installations are identified, a
candidate
Removal Candidate is
created and approved for
revocation

Communicate with Client

Software Distribution (CSD) to
orchestrate the revocation
workflow to uninstall
approved or claimed
removal and removal
candidates from the
associated device. Claimed
software Software
Note: If CSD is not configured removal revocation
Perform
SAM in the environment, the Automated candidate orchestration
software
9.7 Removal/Removal / Fulfiller
revocation Approved Allocation
Candidate task in a state of
Awaiting Revocation can be removal information
actioned by technicians to candidate
remove the software from the
target device.
Once the installation is
removed from the device,
the Removal Candidate is
closed (see SAM 9.4).

Link to Allocate Software

Entitlement (SAM 5.0) process Allocation
to remove user/device information
allocations.

Scheduled Job to
automatically obtain
software usage information Software usage
from systems/portals that are information
not enabled by OOTB SAM
Pro integrations.

Time Trigger to manually

obtain software usage Software usage
information from a pre- information
defined source.

Review software usage

information and establish
which of the following
actions is required:
Analyze New client access record Client access record
SAM SAM Software usage information
usage required to add user/device
10.1 Admin information
data counts (requires linking to a
server software model)
Update of user/device
counts in an existing client
access record

Link from Maintain Software

Models and Lifecycles (SAM
Software model
1.0) process following
record
creation of a server software
model.

Following analysis of the

received usage information,
create the Device or User
client access record for the
version/edition of the
Create software being used and
user or add the initial user/device  Client access
 Client access
device counts. This task is record
record
client automated when SN- information
SAM SAM
access Discovery obtains this  Software model
10.2 Admin  Software
record information from the information
model record
for publisher’s licensing server
version/ (specifically for Citrix
edition XenDesktop and Xen App
concurrent user use cases).
If a software model for the
server associated with the
client access record is not
available, initiate actions to

Based on the usage

information received,
identify the Device or User
client access record and
enter the quantity of devices
or users using the server
software model.
For Citrix XenApp and Xen
Desktop use cases, on a
daily basis, the maximum
number of unique users is
obtained from the Citrix
licensing server by SN-
Discovery and
creates/updates a
concurrent user
consumption record. Each
Update
product has single record
user or
per day in this table with the Client access
device
maximum in use count for record
SAM count Client access record
that particular day. if the
10.3 on Software usage [Updated]
maximum number of users is
client information
greater than the count
access
previously populated, then
record
the client access record is
updated with the updated
maximum user count.

Notes:
1. When creating a
User or Device Client
Access record for
an Oracle database
product, specify the
Oracle instance that
the users or devices
have access to.
2. Client access
records can also be
referenced in the

Content Curator
Software Library

Catalog Admin
Finance Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager
Contract

Software
Change
SAM
SaaSLM 1.0 Monitor SaaS Software Models

SaaSLM 1.1 Create SaaS Software Model A/R

SaaSLM 1.2 Create/Update User Subscription Records A/R

SaaSLM 1.3 Create/Update SaaS Usage Summary Automated

SaaSLM 1.4 Review SaaS Software Model C A/R C C

SaaSLM 1.5 Review & Identify Reclamation Candidates R A/R

SaaSLM 2.0 Optimize SaaS License Usage

SaaSLM 2.1 Analyse User Activity Automated

SaaSLM 2.2 Assign Reclamation Rules Automated

SaaSLM 2.3 Review/Update Reclamation Rules A/R R C

SaaSLM 2.4 Create Reclamation Candidates Automated

SaaSLM 2.5 Review and Approve SaaS License Reclamation R A/R C I A/R

SaaSLM 2.6 Execute SaaS License Reclamation Automated

SaaSLM 2.7 Transfer User Files Automated

SaaSLM 2.8 Verify License Deactivation A/R

SaaSLM 2.9 Close Reclamation Candidate Automated

Catalog Admin
Finance Admin
Software Asset

Configuration
Administrator

Procurement
Requester
ID Activities

Approver

Manager

Manager
Contract

Software
Change
SAM
SaaSLM 3.0 Detect & Analyze Unmanaged Software Spend

SaaSLM 3.1 Export Data from GL and Expense Systems A/R

SaaSLM 3.2 Load GL and Expense Data into Import A/R

Template

SaaSLM 3.3 Discover and Predict Software Spend A/R

Transactions

SaaSLM 3.4 Analyze Unnormalized Software Spend A/R

Transactions

SaaSLM 3.5 Review Software Spend Detection Results A/R C C C

SaaSLM 3.6 Review Overlapping Software A/R C C

SaaSLM 3.7 Resolve Unnormalized Software Spend A/R

Transactions

Primary
ID Tasks Procedures Input Output
role

Event trigger when weekly

data imports from a
vendor’s SaaS portal Automated Software model
identify new software information
models which require
creating.

Time trigger to manually

create new software
models for SaaS products
not supported with OOTB
vendor API integrations.

Link to Monitor SaaS

Software Models (SaaSLM
Software model
03) process to create
information
software models for
unmanaged products.

Weekly Event trigger to

import user subscription
Subscription
data via integration with a
record
SaaS vendor’s licensing
system.

Link from Optimize SaaS

License Usage (SaaSLM Software model
Automated
2.0) process to receive updates
updated user subscription

The following information is

imported from the SaaS
vendor portal and
associated with the SaaS
software model:
 User principal name
 Subscription profile
Create/U
 Last activity date User
pdate
SaaSLM Automated Subscription
User If user subscription records SaaS Software
/SAM record
1.2 Subscripti require manually adding model record
Admin [New/Updat
on to the software model, ed]
Records create a software
subscription record by
entering the following
information:
 Software model
 User Name
 Last activity date

Link to Perform Software  User

Reconciliation (SAM 8.0) Subscripti
process to calculate on record
compliance for hybrid’
SaaS software  SaaS
models/entitlements that Software
are required for licensing model
discovered installations record

Weekly Event trigger to

import license usage
SaaS License
information via integration Automated
Usage
with a SaaS vendor’s
licensing system.

Automatically import the

Create/up following usage data from
date SaaS SaaS vendor’s licensing SaaS License Software
SaaSLM
License system: Automated Usage Model User
1.3 Usage Summary
 Total rights owned
Summary
 Total rights assigned
 Total stale rights
 Total rights available
 Average unit cost
Total Spend
Underperforming spends
(Average unit cost x stale
rights – usually actionable
at the time of true-up)
Notes:
 For G-Suite (Docs, Drive,
and Gmail), the usage
summary includes Total
suspended rights. This
means that licenses
have been suspended,
but not de-activated.
 For DocuSign, enterprise
customers license by
‘Envelopes’, and the
DocuSign software

Time Trigger to review

SaaS software model
records to review license
usage and reclamation
candidates.

Note: SaaSLM 1.4 ->

SaaSLM 1.6 are applicable
only for ‘pure’ SaaS
software models (e.g.,
Box, DropBox, and
DocuSign) that only exist
in the cloud where the  Software
user subscription is entitleme
licensed – no device nt
installation is required - procurem
and an integration with ent
Review the SaaS vendor’s requireme
SaaS licensing system provides Software nts
SaaSLM Software Model
Software license usage information Asset
1.4 (See SaaSLM 1.3). User Summary  Software
Usage Manager
usage
Summary Review the usage reviewed
summary and review stale
rights and  License
underperforming spend. If renegotia
it is determined that stale tion
rights require reclaiming, required
proceed to SaaSLM 1.5 to
review reclamation
candidates.

https://docs.servicenow.c
om/bundle/rome-it-asset-
96

Link from Optimize SaaS

License Usage (SaaSLM
2.0) process to analyze Reclamation
Automated
low-usage SaaS licenses Candidates
that are candidates for
reclamation

Link to Optimize SaaS

License
License Usage (SaaSLM
deactivation
5.0) process to execute
request
SaaS license reclamation

Link from external SaaS

vendor portal to import Automated Software usage
license usage data for
information
‘pure’ SaaS software
models

Based on user activity

detailed in the import,
surface stale license
information to identify
reclamation candidates.
Note:
Following the initial set-up
of the integration profiles,
historical Salesforce and
SaaSLM DocuSign usage data will
Analyse User Software usage
be immediately Automated Stale licenses
2.1 Activity information
synchronized, whereas Box
and DropBox usage
requires analysis of user
activity, and license
staleness information
won’t get surfaced for 30
days (or the number of
days assigned to the
reclamation rule) after the
integration whilst activity is
analyzed in SAM Pro.

Assign Assign reclamation rule to  Stale licenses Assigned

SaaSLM
Reclamation stale license. Automated reclamation
 Reclamation
2.2 Rules rule
rules

Time trigger to review

reclamation rules for SaaS
products

The default rule is 30 days Reclamation Reclamation

since the last user login rules rules
date or last meaningful [Updated]
activity performed by the
Review/ user. Determine if any
SaaSLM Software
update reclamation rule
Asset
2.3 reclamation modifications are required
Manager
rules for specific SaaS software
products. Other
reclamation rule
conditions that require
confirming:

100

Based on the usage- Assigned Reclamation

based reclamation rules reclamation rule candidate
defined in SaaSLM 2.3
reclamation candidates
are automatically created
via a monthly scheduled
job for each SaaS
installation that violates a
rule.
SaaSLM Create If the defined reclamation
reclamation rule is for the software to Automated
2.4 candidate be uninstalled without
notifying the user, the
reclamation workflow
initiates the license
deactivation process.
Otherwise, request is
routed to the user (or
user’s manager) to obtain
approval to deprovision
the SaaS license.

Link to Monitor SaaS Reclamation

Software Models (SaaSLM candidate
1.0) process to provide
details of low-usage SaaS Automated
licenses that are
candidates for
reclamation

101

Dependent upon pre- Reclamation  License

determined policy, the candidate deactivatio
user of the software may n request
be authorized to
 Rejected
approve/reject the
reclamatio
removal request OR the
n
user’s manager may need
candidate
to provide a final
approval.

https://docs.servicenow.c
om/bundle/rome-it-asset-
management/page/prod
Review and
SaaSLM uct/software-asset-
approve
management2/concept/r Automated
2.5 SaaS license
eclaiming-user-
reclamation
subscriptions-saas.htmlIf
the user or designated
approver approves the
reclamation OR the
specified number of days
required for a response
(associated with the
reclamation rule) is
exceeded, this triggers an
automated action to
initiate the de-activation
of the software license.

Link from Monitor SaaS License

Software Models (SaaSLM deactivation
1.0) process to execute request
SaaS license reclamation

Following the approval of License  User files

a reclamation candidate deactivation require
or the initiation of the request transferring
reclamation process via
 Subscriptio
analysis of reclamation
n license
candidate in SaaSLM-01,
Execute SaaS requires
SaaSLM execute SaaS license
License Automated deleting
deactivation activities
2.6 Deactivation / deactivat
which requires for the user
ing
subscription to be
deactivated or deleted. If  Software
the license does not model
require deactivating in a updates
vendor portal, the
reclamation action
102

Link to external SaaS Subscription

vendor portal to license
delete/deactivate user requires
subscription licenses. deleting
/ deactivatin
g

Link to Monitor SaaS Software

Software Models (SaaSLM model
1.0) process to provide updates
updated user subscription
information when users
are moved to a different
license version/edition OR

103

Transfer user files to a User files require  Subscriptio

folder prior to account transferring n license
deletion. Specific use requires
cases: deleting
/deactivati
Box: User files are
ng
transferred to a subfolder
of an automatically  User files
created folder transferred
(ServiceNow – Reclaimed
Subscriptions) that resides
SaaSLM Transfer User in the Box admin account.
The user is then deleted. Automated
2.7 Files
Dropbox/DocuSign: User
files are transferred to a
subfolder of the admin’s
account. The user is then
deleted.
GSuite: G-Mail logs require
saving/archiving prior to
transferring Drive and
Docs files and license
reclamation.

Link to external SaaS Subscription Deleted/

vendor portal to license requires deactivated
delete/deactivate user deleting subscription
subscription licenses. / deactivating license

Verify user subscription Deleted/ Deletion/

license have been deactivated deactivation
SaaSLM Verify
deactivated or deleted in subscription of
License SAM Admin
2.8 the SaaS admin portal. license subscription
Deactivation
license
verified

Following the (a) rejection  Rejected Closed

of a request to reclaim a reclamation reclamation
SaaS license OR candidate candidate
SaaSLM Close (b)deactivation/deletion
 Deletion/
Reclamation of a user subscription Automated
2.9 deactivation
Candidate license in the vendor
of subscription
portal, close the
license verified
reclamation candidate
record.

104

Primary
ID Tasks Procedures Input Output
role

 Specific triggers include:

 ITAM Gap Analysis (ITAM
Driven): Customer wants to
see how many software
products are managed
Detect and outside of their purview (e.g.
Analyse SaaS products that cannot
Unmanaged be discovered) and which
3.0 Software should be brought in.
Spend  Company-Wide Software
Inventory (CIO Driven):
Companies often want full
visibility to see their whole
tech stack and will require a
software inventory or census
to reveal the true footprint
of software in the business.

105

Export spend data from GL

and/or expense systems to
initiate analysis of unmanaged
software spend. The volume of
Export Data
SaaSLM spend data is based on what Exported GL
from GL & Finance
data requires analyzing. This and expense
3.1 Expense Admin
could be the broadest view of data
Systems
spend (all expense and GL
transaction) OR a less detailed
view (e.g., Software GL
category only).

Upload GL and expense data

into SAM spend transaction
import template with the
following spend transactions:
 Source
 Vendor Name*
Load GL &  Transaction Description* SAM spend
SaaSLM Expense Exported GL transaction
 Expense/GL Account* Finance
Data into and expense import
3.2 Admin
Import  Type (Expense or Account data template
Template payable) * [Complete]
 Cost Center
 Department
 Location
 Amount
 Transaction Date
106

Using Vendor Name,

Transaction Description and
GL Account, the SN Predictive  Normalized
Intelligence Engine (shared software
machine learning capability) spend
discovers and normalizes  SAM spend
transactions
detected software spend into transaction
Discover and ServiceN import  Unnormalize
product categories and
SaaSLM Predict ow AI template d software
predicts publishers/products.
Software Services spend
3.3 Spend If opted into the SAM Content (Automa  Software
transactions
Transactions Service, Vendor Name, ted) spend
Transaction Description and normalizatio  Overlapping
GL Account data (‘Prediction n rules software
Data Fields’) are shared with information
ServiceNow content curation
function for analysis.

Review customer’s software

spend information and identify
unnormalized/unlabeled
transaction strings (vendor,
Analyse description, Expense/GL Unnormalized Software
Unnormalized account details) software spend
SaaSLM Content spend
Software transactions
3.4 Determine the correct label Specialist normalization
Spend
(publisher, product, software rules
Transactions
spend = software) for the
unlabeled transactions and
add rules to the ITAM
Production Content instance.

Review software spend  Unnormalize

 Normalized
detection results in the Spend d software
software
Review Detection Overview UI, review spend
spend
Software the following information: Software transactions
SaaSLM transactions
Spend  Total Detected Spend Asset require
3.5  Unnormalize
Detection Manager reviewing
Results o Accounts Payable d software
Spend (transactions spend  Software
from corporate transactions spend
systems for software transactions

107

108

Link to Monitor SaaS Software

Software
Models (SaaSLM 01) process
model
to create software models for
information
unmanaged SaaS products.

In the Overlapping Software

Overview UI, review overlap of
software spend across
different product categories
(e.g., videoconferencing,
CRM).

Review Identify highest spend and Software Overlapping Overlapping

SaaSLM highest counts of overlapping
Overlapping Asset software software
3.6 software and initiate
Software Manager information reviewed
conversations with
procurement/commercial
functions (based on accurate
data) to enable discussions
that will enable the
consolidation/elimination of
unnecessary software spend.

Link to external Supplier

Management operational Overlapping
process to provide information software
of high volume/value software reviewed
spend so that this information
can contribute to vendor
contractual discussions.

Review unnormalized Unnormalized

Resolve transactions (i.e., publisher Unnormalized
software spend
Unnormalized product label is not assigned) software spend
SaaSLM transactions
Software and when appropriate, assign transactions
3.7 require
Spend product, cost center, reviewed
reviewing
Transactions department and location
data attributes.

109

Name Description

Policies and criteria for the inclusion of a component and its attributes in the
Policies
Software Asset Repository.

Security Policies Security policies governing access to assets.

Data Exchange Policy and criteria for the exchange of data between the source hardware asset
Policies data and ServiceNow.

The scope of an organization’s Hardware Asset management process is the

Scope identification of what is included and what is excluded from this Software Asset
Management process.

Change
Management Change Management Policies and procedures.
Policies

Management
The frequency and distribution for regularly produced management reports.
Reports

Systems
The architecture that provides direction on how Systems Management tools and
Management
processes are to be selected, designed, and integrated
Architecture

KPIs
KPIs are best represented as trend lines and tracked over time. They provide information on the
effectiveness of the process and the impact of continuous improvement efforts.

KPI/metric Purpose

% of discovered application Measure of the effectiveness of the Software Content Library

installations that have been
mapped to normalized
application details.

Number of installations of Measure of unauthorized installations of non-homegrown software

commercial applications applications
without a license.

110

Number of installations of Identification of unauthorized software installed by users that could

applications which are impact employee productivity and introduce security vulnerabilities
unauthorized (prohibited) for to the IT infrastructure.
use.

Value of unlicensed software Provides a financial value for unlicensed software remediated by the
identified and remediated. Software Asset Management team

Number of software vendor Allows for planning of software vendor audits

audit notifications received per
year

Costs paid arising from software Provides a financial view of the financial consequences of installing
license audit findings per year software outside of the specified request/procurement process.

Value of software requests Provides details of the financial benefits of a solid software asset
fulfilled from using reclaimed management process that evaluates requests for software
software entitlements entitlements prior to any procurement actions.

111

Any resource or capability, including anything that could

contribute to the delivery of a service. Assets include
Asset hardware, software entitlements and contracts.
An asset record contains financial, contractual and lifecycle
information.

A piece of information about a configuration item. Examples

are name, location, version number, and cost. Attributes of CIs
Attribute
are recorded in the configuration management database
(CMDB).

A named group of things that have something in common.

Category
Categories are used to group similar things together.

The addition, modification, or removal of anything that could

Change
have an effect on IT services.

The process responsible for controlling the life cycle of all

Change Management CHG changes, enabling beneficial changes to be made with
minimum disruption to IT services.

A record containing the details of a change. Each change

Change Record record documents the life cycle of a single change. A change
record is created for every request for change.

Change Request See Request for Change.

A record containing the details of a configuration item. Each

configuration record documents the lifecycle of a single
Configuration Record CI Record configuration item. Configuration records are stored in a
configuration management database and maintained as part
of a configuration management system.

Any component or other service asset that needs to be

managed in order to deliver an IT service. Information about
each configuration item is recorded in a configuration record
within the configuration management system and is
maintained throughout its life cycle by service asset and
Configuration Item CI configuration management. A CI may be:
A physical entity, such as a computer or router
A logical entity, such as an instance of a database
Conceptual, such as a Requisition Service

Configuration A database used to store configuration records throughout

CMDB
Management Database their life cycle. The configuration management system

112

Customers can opt into the Content Service, anonymously

providing software discovery models and processor names
that are not normalized, to ServiceNow’s internal Content
Curation team. This team will then research and update the
Software Content Library. When customers choose to opt into
Content Service the Content Service, they will still have the option to restrict
what data is sent to ServiceNow (e.g., home-grown
applications will probably be excluded). By having customers
share information that is not normalized, we can crowdsource
new content and ensure that normalization rates are
continuously improved.

Someone who buys goods or services. The customer of an IT

service provider is the person or group who defines and agrees
Customer to the service level targets. The term is also sometimes used
informally to mean user, for example, ‘This is a customer-
focused organization.’

A software discovery model is a ‘normalized’ version of the

discovered software installations that also includes attributes
Discovery Model
such as Edition, Version and whether the discovered product is
licensable.

A measure of whether the objectives of a process, service, or

activity have been achieved. An effective process or activity is
Effectiveness
one that achieves its agreed objectives. See also Key
Performance Indicator.

A measure of whether the right amount of resource has been

Efficiency
used to deliver a process, service, or activity.

A metric that is used to help manage an IT service, process,

plan, project, or other activity. Many metrics may be
measured, but only the most important of these are defined as
Key Performance
KPI key performance indicators and used to actively manage and
Indicator
report on the process, IT service, or activity. They should be
selected to ensure that efficiency, effectiveness, and cost
effectiveness are all managed.

Designates if these are full, outright licenses or upgraded

licenses from a previous version or edition
License Type
(If the Publisher Part Number (PPN) is known, then License type
is not required).

The calculation by which compliance is determined for the

software title.
License Metric
The available License metrics are dependent on which Metric
groups are available in an instance.

Metric Group Designates which license metric is used to calculate

compliance. A Metric group controls which license metrics are
113

The normalization process compares the discovered publisher,

discovered product, and discovered version values associated
Normalization with a Discovery Model against the ServiceNow repository of
normalized equivalents. Normalized fields are then used to
match up entitlements purchased.

Formally documented management expectations and

intentions. Policies are used to direct decisions and to ensure
Policy
consistent development and implementation of processes,
standards, roles, activities, IT infrastructure, and so on.

The part number of the software title for which rights were
purchased. The PPN is the easiest way to ensure success when
importing/creating software entitlements. If a part number is
Publisher Part Number PPN unavailable, the Publisher, Product, Version, and Edition fields
must be populated. Depending on how the software is
purchased, it may be necessary to populate the Platform and
Language as well

A model used to help define roles and responsibilities. RACI

RACI RACI
stands for responsible, accountable, consulted, and informed.

The software reconciliation process calculates the compliance

Reconciliation status of software products with respect to discovery and
entitlements.

A formal detailed proposal for a change to be made. The term

Request for Change RFC
is often misused to mean change record or the change itself.

A set of responsibilities, activities, and authorities assigned to a

person or team. A role is defined in a process or function. One
Role person or team may have multiple roles. For example, a single
person may carry out the role of configuration manager and
change manager.

A means of delivering value to customers by facilitating the

Service outcomes customers want to achieve without the ownership of
specific costs and risks.

Measured and reported achievement against one or more

Service Level
service level targets.

An agreement between an IT service provider and a customer.

A service level agreement describes the IT service, documents
Service Level Agreement SLA
service level targets, and specifies the responsibilities of the IT
service provider and the customer.

114

The Content Library allows organizations to harness:

 Normalization rules to standardize software installations
in the ServiceNow® CMDB
 Publishers, products, and more to standardize
information and eliminate many of the manual
Software Asset
activities in the software asset management lifecycle
Management Content
Library  Pre-built publisher part number definitions and
discovery maps to automatically relate purchased
software to the correct software installations
 Processor definitions to understand correct processor
names so that the appropriate processor core factors
can be applied during reconciliation

Software entitlements ensure that the rights defined in

a Software License are being used by the right
people/devices, in the right places, at the right time. Software
Software Entitlement
entitlements define license metric details and are assigned to
software models. To successfully create a Software Entitlement,
Publisher and Product details are required as a minimum.

Discovery tools discover the software installed on a device in

an organization’s network environment. (e.g., SN Discovery,
Software Installation
Microsoft SCCM). Software installation data is often difficult to
understand and requires normalization.

Grants a customer the right to use a particular piece of

Software License software. It contains a set of terms and conditions that define
to what extent you may legally use that software.

Software Models are version specific and represent what an

organization has purchased. They are created for all installed
software products within an organization and are used to tie
Software Model
software installations (software being used) with entitlements
(software owned). A Software Model consists of a Publisher,
Product, Version, Edition, Platform, and Language

Software Product A software title that is version agnostic, e.g., Office, Captivate

A person interested in an organization, project, or IT service.

Stakeholders may be interested in the activities, targets,
Stakeholder resources, or deliverables. Stakeholders may include
customers, partners, employees, shareholders, owners, or
others.

A person who uses the IT service on a day-to-day basis. Users

User are distinct from customers, as some do not use the IT service
directly.

115

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