SAM Process Guide
SAM Process Guide
(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.
© 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
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
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companies with which they are associated.
Appendix A: Glossary of terms and acronyms ........................................................................................112
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.
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
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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.
Process Objectives
The primary goal of the SAM process is to reduce IT costs and limit operational, financial, and
legal risks related to the ownership and use of software through managing and optimizing
software assets across their lifecycle (introduction through to retirement).
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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.
Technology pre-requisites
To optimize software asset management process efficiencies and business outcomes through
the use of the ServiceNow Platform, it is recommended that the following plugins are activated:
Software Asset Management Professional Master [com.sn.samp.master]*
Normalization Data Services [com.glide.data_services_canonicalization.config] - required to
(a) download SAM Pro content in customer instances (b) normalize the core company table
in the SN platform – the SAM Pro Software Publisher table has a dependency on
core_company.
SAM Professional SCCM Usage Integration - Microsoft SCCM 2012 v2 or 2016*
File Based Discovery [com.snc.file_signature_normalization]
SaaS License Management[com.sn_sam_saas] – contains integration framework and core
functionality for SaaS License Management
SaaS License Management Integrations [com.sn_sam_saas_integrations] – contains
integration implementations for Box, Dropbox, DocuSign, and Salesforce
Orchestration - Client Software Distribution (CSD)*
Software Asset Management – Machine Learning Normalization
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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.
The following SaaS plugins have moved to the ServiceNow Store:
com.sn_sam_saas
com.sn_sam_saas_integrations
com.sn_sam_spoke (SaaS License Connections)
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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.
Contract Receives new or renewed software license X
management contract information
Provides software entitlement information for X
association to a Software License Contract
Technology Provides software model lifecycle information X
portfolio for association with business
management applications/capabilities
Hardware asset Receives details of software licenses associated X
management with uninstalled assets to remove user/device
entitlements allocations
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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.
Principles and basic concepts
Policies
SAM policies are needed to establish the objectives, scope, and principles that govern the
process and should be considered with the change management policies because they are
related.
SAM policies depend upon the organization’s business drivers, required business outcomes,
contractual requirements, and compliance to internal as well as external standards. Areas
typically addressed by policies are:
The requirement to maintain accurate information for reporting on software assets to internal
and external stakeholders.
Level of automation to reduce errors and costs.
SAM Policies are owned and monitored by the Software Asset Management Process Owner. The
Process Owner provides information to management to demonstrate overall process
effectiveness and efficiency, compliance at an organizational level, and compliance at a
department and individual level.
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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.
Automation for software To reduce labor costs and errors Improves ability to assure
installation data collection from manual data entry. data reliability
(e.g., ServiceNow supported Reduces cost of manual
discovery tool) and verification labor
should be implemented and
appropriately configured.
Process reviews are conducted To maximize process benefits Identifies opportunities for
by the Process Owner on a and reduce costs in modifying process, tool, and staff
regular basis at the Process incorrect data and addressing improvements
Owner’s discretion. Reviews will inconsistent process execution. Identifies the cost of
focus on the process maintaining the information
consistency, process maturity, related to the value to the
repeatability, and Key organization
Performance Indicators (KPI).
The SAM Process Owner will To ensure all stakeholders Identifies non-compliant
report on software license understand the software license software
compliance to internal and compliance position. Enables remedial action prior
external stakeholders on a to any formal
regular basis. publisher/vendor audit
Identifies potential company
savings through removal of
unused software
Software License Contracts will To enable effective Reduction in non-compliant
be maintained in the contract management of software software caused by lapsed
repository and linked with license contracts to track contracts
Software Entitlements. contract end dates and trigger
contract renewal/extension
processes
Software cannot be installed To ensures that only authorized Reduces the amount of
without authorization from IT software can be installed in a blacklisted and unauthorized
Operations. production environment software installations
Minimizes security and
network performance issues
caused by the installation of
unauthorized software
Software procurement is To enable effective, Reduces cycle times
managed from a central organization-wide tracking of associated with cost center-
budget and charged back to software costs. based procurement
departments/cost centers. Accelerates the ‘true up’
process for purchasing rights
to remediate non-compliant
software
EUC software becomes a To enable the re-allocation of Reduces costs associated with
removal candidate if quarterly unused EUC software procuring unrequired software
utilization falls below XX hours or entitlements through re-
if the software isn’t used after a allocating available entitlements
pre-defined date.
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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.
Security considerations
Data security is a crucial aspect of SAM as it affects several modules within ServiceNow. In
addition to being effective, security controls should be easily maintained and scalable. The
ServiceNow platform provides several methods for securing data, including user access control
rules, data policies, contextual security, and domain separation.
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.
10
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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.
Executing reconciliation by comparing entitlements with discovered software
installations to determine effective license positions for each in-scope
publisher.
Analyzing reconciliation reports to determine required actions to address non-
compliant software installations.
Analyzing software usage reports and establishing removal rules for
infrequently used software.
SAM Responsible for:
Administrator
Creating and maintaining software asset information, including Software
Models, Software Discovery Models and Software Entitlements defined within
the scope of their area.
Resolving unmatched or partially normalized Software Discovery Models.
Managing key relationships with peer roles within the enterprise.
Analyzing software asset data and creating reports.
Assisting the Software Asset Manager with reconciliation and report
generation.
Participating in the remediation of non-compliant software installations.
Determining if available entitlements can be allocated prior to initiating
procurement activities.
Service Responsible for:
Catalog
Working the with Software Asset Management team to publish authorized
Manager
software in the Service Catalog for end-user request and subsequent
fulfillment.
Providing the ability to request ad hoc software that is not represented as a
catalog item.
Owning Service Catalog items and managing related approval/fulfillment
workflows.
Providing software product information if a software model is not available for
representation as a catalog item.
Procurement Responsible for:
Manager
Processing approved procurement requests for software licenses and
entitlements.
Providing PO information for software entitlements to the SAM Administrator.
Issuing POs processed in a third-party application (e.g., ERP systems such as
SAP).
Providing contract-related information to the SAM Administrator for
representation in the asset repository (e.g., software model retirements,
changes to upgrade/downgrade terms and conditions)
Contract Responsible for:
Manager
Negotiating supplier contracts for software licenses and entitlements.
Approving software license contract renewals and extensions.
Providing software license contract information that impacts software
entitlements.
11
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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.
RACI Matrix
Roles and responsibilities are assigned to specific process activities.
Software Product
Content Curator
Software Library
Catalog Admin
Software Asset
Configuration
Administrator
Procurement
Requester
ID Activities
Approver
Manager
Manager
Manager
Manager
Manager
Contract
Software
Change
Owner
SAM
SAM 1.0 Maintain Software Models and Lifecycles
12
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States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Software Product
Content Curator
Software Library
Catalog Admin
Software Asset
Configuration
Administrator
Procurement
Requester
ID Activities
Approver
Manager
Manager
Manager
Manager
Manager
Contract
Software
Change
Owner
SAM
SAM 2.3 Approve Request A/R
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States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Software Product
Content Curator
Software Library
Catalog Admin
Software Asset
Configuration
Administrator
Procurement
Requester
ID Activities
Approver
Manager
Manager
Manager
Manager
Manager
Contract
Software
Change
Owner
SAM
SAM 4.6 Associate Financial and Contractual C A/R
Information
14
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States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Software Product
Content Curator
Software Library
Catalog Admin
Software Asset
Configuration
Administrator
Procurement
Requester
ID Activities
Approver
Manager
Manager
Manager
Manager
Manager
Contract
Software
Change
Owner
SAM
SAM 7.0 Complete Software Discovery Models
15
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States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Software Product
Content Curator
Software Library
Catalog Admin
Software Asset
Configuration
Administrator
Procurement
Requester
ID Activities
Approver
Manager
Manager
Manager
Manager
Manager
Contract
Software
Change
Owner
SAM
SAM 9.1 Create Reclamation Rules A/R R
SAM 10.2 Create User or Device Client Access Record for A/R R
Version/Edition
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States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Software Asset Management activity description
Software Asset Management process overview
SAM High-level Process Architecture Overview
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 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
17
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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.
Creation or modification of Software Model records that match the
publisher, title, and version/edition of software that requires tracking within
Maintain Software an organization. The Software Model is mapped to a Software Discovery
Models and Model to enable reconciliation.
Lifecycles Software Models are where software entitlement, metric attributes, and
discovery data is configured so that Reconciliation can compare
entitlements to installations.
Request Software Creation and submission of requests for software. This includes requests for
Entitlement standard and non-standard software requests.
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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.
software, and multiple rights may be assigned to a single user or device.
Some license metrics also enforce this methodology – for example, Per
Named Device and Per Named User both enforce entitlements to be
allocated. When these metrics are used, the software is not compliant
unless entitlements have been allocated.
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
19
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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.
Activities Description
Models and Entitlements
Required attributes for software models and software entitlement records
https://docs.servicenow.com/bundle/rome-it-asset-
management/page/product/software-asset-management2/task/view-
entitlement-import-errors.html
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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.
Activities Description
https://docs.servicenow.com/bundle/rome-it-asset-
management/page/product/software-asset-
management2/task/t_RunReconciliation.html
Validate the continued functionality of Software Asset Management during
application development and after upgrades. Copy and configure these
automated SAM tests to identify customizations needing review. All test suites
and tests should pass.
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.
21
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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.
Maintain software models and lifecycles
Primary
ID Tasks Procedures Input Output
role
22
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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.
Primary
ID Tasks Procedures Input Output
role
entitlement, a software
model requires creating.
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.
23
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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.
Primary
ID Tasks Procedures Input Output
role
products with unlicensed
installations
24
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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.
Primary
ID Tasks Procedures Input Output
role
define the mapping
conditions and add
them to the Software
Model in order to map
the Software Model to
the appropriate
Discovery Model during
software reconciliation.
The mapping conditions
include Edition/Version,
Language, and Platform.
The assignment of the
conditions (e.g.,
version/edition) will
update the Display
Name associated with
the model.
If a Publisher has
software installation-
specific licensing
conditions such as
whether the software is
installed on a
development/test/DR
server OR when specific
versions of a software
model require excluding
during license position
calculations, include this
information as a
software install condition
in the software model.
Note that software install
conditions can only be
created for software
models without a DMAP
assigned.
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
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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.
Primary
ID Tasks Procedures Input Output
role
associated with the
custom product.
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.
26
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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.
Primary
ID Tasks Procedures Input Output
role
27
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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.
Primary
ID Tasks Procedures Input Output
role
automatically created Software
software model. model
lifecycle
If a software model
lifecycle is not
populated, determine if
any lifecycle information
requires linking to the
software model record.
Include the appropriate
lifecycle types
(Publisher/Internal) and
phases:
Pre-Release
General Availability
Upgrade
End of Life
End of Support
End of Extended Support
28
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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.
Primary
ID Tasks Procedures Input Output
role
record AND to cascade
upgrade/downgrade
rights to the software
entitlement record.
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.
29
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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.
Primary
ID Tasks Procedures Input Output
role
30
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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.
Primary
ID Tasks Procedures Input Output
role
necessary updates to
the mapping conditions.
Verifying the Metric
Attributes to ensure the
‘maximum installs’ value
is set correctly. When
appropriate, update
attribute to reflect the
correct value for each
license metric.
Determining if
Downgrade rights
require creating or
updating.
Full list of software model
data attributes:
https://docs.servicenow.
com/bundle/rome-it-
service-
management/page/pro
duct/product-
catalog/concept/c_Cre
atingSoftwareModels.ht
ml
© 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.
Primary
ID Tasks Procedures Input Output
role
Link to Acquire Software
Entitlement (SAM 3.0)
process following the Software
completion of the model record
required software model
record.
32
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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.
Request Software Entitlement
Primary
ID Tasks Procedures Input Output
role
33
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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.
software request will Entitlement
determine (a) if approval check required
is required, (b)whether a
Software
check is required to
deployment
establish any entitlements
required
are available to fulfill the
request prior to any Software
procurement activity, (c) entitlement
whether the software can procurement
be deployed without an requirements
approval, entitlement
check or procurement
action (e.g., freeware,
enterprise software)
© 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.
portal to determine if procurement
entitlement allocations requirements
are available.
If entitlements are not
available, initiate actions
to acquire the
entitlements. Otherwise,
proceed to SAM 5.0 to
allocate the entitlement.
© 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.
software software can be ce software update
request approved for use within Manager request required
the IT environment, (b) the
Software Non-standard
software model requires
model software
including in the software
record request
catalog, (c)an end-user’s
reviewed
catalog view requires
updating so that they can
request a previously
approved software
model.
Provide feedback to the
Requester following
review, and if the
software is approved for
use, initiate actions to
create software models
and/or publish the model
into the software catalog.
36
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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.
Acquire software entitlement
Primary
ID Tasks Procedures Input Output
role
37
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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.
Link from Perform
Software Reconciliation
(SAM 9.0) process to Software
create a purchase entitlement
request to procure rights procurement
to true-up a non- requirements
compliant license
position
38
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companies with which they are associated.
requires manually
creating (e.g., to
procure software
required to fulfill a
Change Request or Non-
Standard Software
Request) and the
software model is not
available, create
software model.
39
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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.
Notes:
1. If the Procurement
Plugin is activated,
update the
ServiceNow PO
record and ‘receive’
the software
entitlement. The
receipt action
automates the initial
creation of a
Software Entitlement
record.
2. If the Procurement
Plugin is not
activated, proceed
to SAM 4.1 to
manually create the
entitlement record.
40
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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.
Maintain software entitlements
41
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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.
ID Tasks Procedures Primary role Input Output
© 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.
ID Tasks Procedures Primary role Input Output
Upgrade), select the owned
entitlements that require
upgrading to the new version.
The owned entitlements can
be for the same number or
less than the number of
upgrade rights purchased.
Set the number of rights that
need to be upgraded to the
new version. This reduces the
amount of active rights on
the upgraded software
version's entitlement record.
Note: Purchased Oracle
database options require
separate software
entitlements. Enter details in
the Database option field
(visible when Product = DB
Server in the software model
form).
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
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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.
ID Tasks Procedures Primary role Input Output
start and end dates of the
contractual period are
mandatory.
https://docs.servicenow.c
om/bundle/rome-it-asset-
management/page/prod
uct/software-asset-
management2/task/creat
e-entitlement-microsoft-
sa.html
2. While a software
entitlement for
subscription software is
under maintenance in the
contractual period, the ‘In
Maintenance’ box of the
entitlement record is
checked.
44
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companies with which they are associated.
ID Tasks Procedures Primary role Input Output
2. The selected license
metric automatically
associates metric
attributes (e.g., how many
core processors to count
per license) to the
software model record
referenced during the
license position
calculation.
45
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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.
ID Tasks Procedures Primary role Input Output
under an active
maintenance contract.
In situations when only a
subset of the rights
associated with the original
entitlement require renewing,
enter the number of rights
that require renewing, and
this will reduce the number of
rights under maintenance on
the original entitlement
record and create a new
entitlement record (License
Type = Perpetual;
Maintenance flag is
unchecked) for the balance
of the rights not renewed.
© 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.
ID Tasks Procedures Primary role Input Output
information to the entitlement
record.
When appropriate, add
details associated with lease
contracts and warranty end-
dates and link the entitlement
to a software license 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.
47
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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.
ID Tasks Procedures Primary role Input Output
Note: Microsoft reserve Software
entitlements and source retirement
entitlements are not editable. information
Upon creation/update, the
active rights will be updated
to reflect the number of
purchased rights. Other key
information that requires
including in the entitlement
record:
Changes to location,
department, and cost
center information
Updates to the status of
the Software Entitlement
(Note: Status will change
to ‘Retired’ when the
end-date associated with
a subscription license
passes)
When applicable, proceed to
SAM 5.1 to assign/allocate
the entitlement to a
user/device.
Note:
When the status of an
entitlement record is updated
to ‘Retired’ (i.e., the software
license contract is cancelled,
or software asset is
retired/uninstalled from a
production environment), the
active rights will reduce to
zero. Determine if the status
of the Software Model
requires updating.
48
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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.
Maintain software entitlement 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
49
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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.
process to create
user/device allocations
50
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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.
Refer to PO information,
Service/Change Request, or
usage/subscription reports
to ensure the allocations are
correctly created. When
appropriate, engage with
the user or CI Administrator
to verify that the
entitlements are associated
with the correct
user/device.
Note: When cloud licenses
are tracked in a vendor
portal (e.g., Adobe
CC/Office 365), allocate
license to user/device in the
portal.
Unused
Link from Retire Asset (HAM software
7.0) process to remove entitlement
device/user allocations information
following asset retirement Service
request
Unused
Link from Change software
Management process to entitlement
remove device/user information
allocations following
change implementation Change
request
51
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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.
A user or device allocation
is removed from a software
entitlement usually occurs
following:
Retirement/transfer of
hardware assets (including
employee off-boarding)
during Request Fulfillment or
Change Management
processes.
Retirement/uninstall of
software models based Software
upon an organization’s Unused model
technology policy. software updates
entitlement
Update Software reconciliation, User/device
information
SAM user/device where it was identified that allocation
SAM Admin
5.2 allocation an allocation requires Service record
record removing (automated). request [Updated]
Analysis of software usage Change Software
that identified unused request retirement
entitlements. information
When a software model is
uninstalled due to
retirement, initiate actions to
update the Status value in
the Software Entitlement
and Software Model
records.
If the removed entitlement
relates to a user subscription
license, proceed to SAM 5.3
to deactivate the license.
52
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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.
vendor cloud/SaaS license
management system and
updating user or role
subscription information.
Link to Change
Management operational
process to notify Change
Manager that the required
software entitlement rights
are reserved.
53
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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.
Create software installation records and normalize discovery models
54
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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.
Primary
ID Tasks Procedures Input Output
role
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.
55
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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.
Discovery captures
delivery group mappings
to published apps and
desktops in Citrix.
Delivery groups are
mapped to AD groups,
which determine the
users that have potential
access to the published
apps. For each user and Discovered
device (s) assigned to it, computers
Create Citrix software installation
SAM Discovered Citrix software
Software records are created for Automated
6.2 Citrix software installation records
Installs the applications that are
installations
mapped to the delivery
group. Citrix software
installation records
(Discovery Source =
Citrix) are created via a
weekly scheduled job.
The software installation
record is stamped with
the date when the
application in the Citrix
farm was last used.
56
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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.
Create or update
software installation
records that represent
software installed within
an organization’s
network environment.
Software installation Discovered
records are associated software
with the Physical or installations
Virtual CI record in the Software
Citrix
CMDB. installation
software
record
Create/upda Software installation installation
Automated [New/Updated
SAM te software records are updated in records
/SAM ]
6.3 installation the following situations: Subscription
Admin Software
record Undiscovered Edition edition
discovery
value requires adding information
model
to the software Software information
installation record installation
(automated for edition
Office 365 installation identified
records)
During review of
Discovery Models, an
Edition value required
adding to a software
installation record
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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.
provided via the ILMT
integration, only the
Discovered Publisher
and Discovered Product
are required to form a
Software Discovery
Model. No product
version will be
discovered. Such
Discovery Models require
manually normalizing.
58
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companies with which they are associated.
Using machine learning
to improve normalization
rates in real-time by
normalizing
unrecognized
discovered software.
(proceed to SAM 6.6)
On occasion, a software
title will not normalize. In
these situations, proceed
to SAM 6.6.
59
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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.
found, the Publisher
value is set, the
normalization status is set
to Publisher Normalized,
and the rest of the
Discovery Model
(Discovered Product/
Version and additional
information) requires
manual update. If no
Publisher match is found,
the normalization status
is set to Match Not
Found.
Note: If only Publisher
and Product fields are
normalized, and the
Product Type is ‘Not
Licensable’, ‘Child’,
‘Driver’, or ‘Patch’, the
normalization status is
Normalized.
The unnormalized or
partially normalized
Discovery Models can
be reviewed/analyzed
for remediation (SAM 7.0
– Complete Discovery
Models), or if no action is
taken, the Discovery
Models with Partially
Normalized, Publisher
Normalized, or Match
Not Found statuses are
transferred to the
ServiceNow SAM
Content Delivery Service
so that the ServiceNow
Content Curation Team
can create new
discovery rules
(assuming that the
organization has opted
into the SAM Content
Delivery Service).
If the Plugin Software
Asset Management –
Machine Learning
Normalization is
activated, the Content
Library normalization is
enhanced by Machine
Learning. Once the
60
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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.
plugin is activated,
partially normalized
discovery models are
picked up by another
scheduled job to
normalize and update
Machine Learning values
of the discovery models.
As the ServiceNow
content rules are always
updated, the scheduled
job of discovery models’
normalization using
content library rules picks
up the discovery models
normalized by machine
learning and tries to
normalize these models
with the latest content
rules. If the predicted
values of machine
learning differ from the
values of the content
service, the machine
learning predictions are
overwritten with the
content service values.
The content service
values always get
precedence over the
machine learning
prediction values.
It is possible to manually
normalize a discovery
model by reverting the
normalization values.
When reverting
normalizations in the
Software Discovery
Model form, all the
normalized values,
populated from content
and machine learning,
are removed. The
discovery model reverts
to a status of Match not
Found.
Link to Complete
Software Discovery Partially
Models (SAM 7.0) normalized
process to review discovery model
partially normalized
61
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companies with which they are associated.
Software Discovery
Models following the
normalization process.
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
62
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companies with which they are associated.
Complete software discovery models
63
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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.
Primary
ID Tasks Procedures Input Output
role
Incorrect
Event trigger to reject
normalization
normalization rules
rules
© 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.
automated normalization Pattern
process (SAM 6.0) are normalization
incorrect, de-activate the rules rules
to avoid future usage and re- requirements
set/update the Discovery
Custom
Model for manual update. If
software
the correct Product/Publisher is
product
unavailable in the content
library, proceed to SAM 7.6 to
create pattern normalization
rules. Otherwise, proceed to
SAM 7.7 to modify the
Discovery Model.
65
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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.
Create and apply pattern
normalization rules that apply
for custom software products
Specify text for Discovery to
search for in the software
publisher and/or product fields. Custom
software
Create Specify the normalized model record Pattern
SAM pattern attributes (Product, Publisher,
SAM Admin Pattern normalization
7.5 normalizat Product Type, Platform,
normalization rules
ion rules Language, Version, etc.) to
which the discovered software rules
installation will be normalized requirements
when discovered. When
applicable, create new
Publisher and Products if
unavailable in the content
library.
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.
66
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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.
Modify existing Software
Discovery Models with the
following information:
Product
Version
Platform of Discovered
Software (if available)
Language of Discovered
Software (if available) Software
Edition of Discovered Software discovery
Modify (if available) model Manually
SAM information
discovery normalized
7.7 Full Version Number (if
model Accepted discovery model
available)
normalization
Once the Discovery Model is suggestion
updated, the normalization
status is set to Manually
Normalized. Establish if the
manually normalized Discovery
Model requires pushing to
ServiceNow for inclusion in the
Central Software Library.
Homegrown applications
should be excluded from any
data transfer.
67
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companies with which they are associated.
Perform software reconciliation
68
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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.
Primary
ID Tasks Procedures Input Output
role
69
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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.
Primary
ID Tasks Procedures Input Output
role
Models to calculate effective
license positions.
70
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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.
Primary
ID Tasks Procedures Input Output
role
groupings can be set up in the
SAM Pro system properties.
71
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
Only software models that are
set as ‘License under
management’ are considered
during reconciliation.
© 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.
Primary
ID Tasks Procedures Input Output
role
whether entitlements are
available.
Software Model Results -
overall compliance status,
unlicensed installs, true-up
costs, over licensed amounts
removal candidates, and
remediation options for a
software model.
License Metric Results –
displayed by license metric
entitlement (e.g., Per User,
Per Device, Per Processor)
and displays: Rights owned,
Rights used, Unused rights,
Over-licensed amount,
Allocated in use, Not
allocated in use, Allocated
not in use, Not allocated,
Allocations needed
Rights Used by Record (e.g.,
details of specific
users/devices (Installs Used
By) and allocated
users/devices (Rights Used
By) that consume or have
been allocated rights). This
result highlights software
rights that are being used,
where the rights have not
been allocated (and vice-
versa).
The financial values
calculated during license
compliance are as follows:
Average Price –
aggregated cost of
entitlements for a specific
license metric / number of
entitlements purchased
Total Spend - rights owned *
average price per right
from entitlement per license
metric
Potential Savings – number
of rights associated with
reclamation candidates
(unused rights) * average
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
price per right from
entitlement per license
metric
Over-licensed Amount –
rights available * average
price per right from
entitlement
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
74
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
allocated in the publisher’s
licensing system/portal.
Based on the review, identify
non-compliant software
positions that require further
review. When applicable
create reports and circulate
them to applicable parties
(e.g., SAP Admin, Oracle
Admin) to enable user profiles
to be updated.
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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.
Primary
ID Tasks Procedures Input Output
role
the software is not installed
(‘allocated not in use’).
Claim Removal Candidates
identified during the Optimize
Software Usage process.
Review the remediation
actions and determine
approaches for creating or
removing allocations, creating
Removal Candidates for
installed software that is
unlicensed, reclaiming unused
software entitlements for
allocation, and when
appropriate, purchasing new
entitlements.
Note: Remediation options for
User Subscription entitlements
do not apply other than the
Purchase rights action.
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
initiate actions to claim the
software.
For unlicensed software installs
(including Device or User
CALs), determine the number
of rights that require
purchasing OR initiate actions
to create Removal Candidates
to remove unlicensed
installations.
For over-licensed software
(available rights not been
used), establish whether the
available rights are associated
with a maintenance/support
contract, and if so, engage
with procurement/contract
management function to
determine if the licenses need
to be removed from the
contract.
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
software installations require
uninstalling.
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companies with which they are associated.
Optimize software installations
Primary
ID Tasks Procedures Input Output
role
© 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.
received, the software is
automatically reclaimed
Time period over which to
aggregate usage metering
information (e.g., last month,
last 3 months) and the total
number of hours the software
needs to be used in the
defined time period to avoid
being reclaimed
OR
The last date the software on
which must have been
accessed to avoid being
reclaimed
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/bundle/rome-it-asset-
management/page/product
/software-asset-
management2/concept/sap
-named-user-transaction-
activity.html
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companies with which they are associated.
Based on the usage report
produced in SAM 9.2 and the
usage-related reclamation
rules set in SAM 9.1, removal
candidates are automatically
created via a monthly
scheduled job for each
software install that violates a Removal
Create/update
reclamation rule or has not Software candidate
removal
SAM been used after a pre- usage report [New]
candidates Automated
9.3 defined date. This triggers the
Reclamation Removal
(EUC software creation of a Software
rules candidate
only) Removal Request (SAM 9.4)
record
For removal candidates
where the software has been
uninstalled, and there are no
further software installations
that violate the associated
reclamation rule, the removal
candidate record is closed.
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companies with which they are associated.
installations require
uninstalling.
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companies with which they are associated.
obtaining user approval are
overridden (automated).
83
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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.
Process software usage information
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
Scheduled Job to
automatically obtain
software usage information Software usage
from systems/portals that are information
not enabled by OOTB SAM
Pro integrations.
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companies with which they are associated.
create a software model
record.
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
86
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companies with which they are associated.
server software
model record.
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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.
SaaS License Management
SaaS License management process overview
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companies with which they are associated.
SaaS License Management RACI
Content Curator
Software Library
Catalog Admin
Finance Admin
Software Asset
Configuration
Administrator
Procurement
Requester
ID Activities
Approver
Manager
Manager
Manager
Manager
Manager
Contract
Software
Change
SAM
SaaSLM 1.0 Monitor SaaS Software Models
SaaSLM 2.5 Review and Approve SaaS License Reclamation R A/R C I A/R
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Content Curator
Software Library
Catalog Admin
Finance Admin
Software Asset
Configuration
Administrator
Procurement
Requester
ID Activities
Approver
Manager
Manager
Manager
Manager
Manager
Contract
Software
Change
SAM
SaaSLM 3.0 Detect & Analyze Unmanaged Software Spend
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States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Monitor SaaS Software Models
Primary
ID Tasks Procedures Input Output
role
92
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companies with which they are associated.
This step is automated
when an integration exists
with a Vendor API to
import user subscription
data. For SaaS-related
Software Models (e.g.,
Office 365, Adobe CC,
DocuSign, Dropbox, Box,
and SalesForce Cloud),
when subscribed products
are imported from the
vendor’s system which are
not represented as
Software Models, the initial
Software Model record is
automatically created. For
‘hybrid’ SaaS products
which require the licensing
of an actual installation on
SaaS
Create a device and can be
Automated Software model Software
SaaSLM SaaS audited for license
/ SAM information model record
Software compliance by publishers
1.1 Admin [New]
Model (e.g., Office 365, Adobe
CC), a Discovery Map is
automatically assigned.
In situations when an
OOTB Vendor API
integration is not
available, manual
creation of a software
model record is required.
Enter data attributes such
as Publisher, Product,
Version, Edition, Cost,
Product Owner to create
Software Model. For hybrid
SaaS software models,
assign the discovery
conditions. Proceed to
SaaSLM 1.3 to manually
add user subscription
data.
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companies with which they are associated.
information when users
are moved to a different
license version/edition OR
have their subscription
deleted.
94
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companies with which they are associated.
This step is limited to ‘pure’
SaaS licensing use cases
where license compliance
is not based on the
reconciling of licenses and
discovered software
installations
Usage summaries are
recalculated when:
Subscriptions are
downloaded from the
SaaS vendor’s portal
Entitlements change
on the software model
Subscriptions are
manually created or
deleted
Integration profiles are
deleted
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companies with which they are associated.
model includes an
Envelope Consumption
tab which provides the
following information:
o Total number of
envelopes
o Contract period
o Contract
start/end date
o Units consumed
o Units remaining
o Expected monthly
consumption
o Actual monthly
consumption
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om/bundle/rome-it-asset-
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companies with which they are associated.
management/page/prod
uct/software-asset-
management2/concept/
usage-summary-
saas.htmlIf the quantity of
rights/envelopes available
is below a certain
threshold, consumption is
greater than expected or
a contract is close to
expiration, determine if
additional rights require
procuring. Initiate actions
to procure additional
SaaS licenses if additional
rights are required.
If a contract is close to
expiration or opportunities
are identified to re-
negotiate corporate
licensing agreements
(e.g., downgrading Zoom
users from corporate to
basic licensing), engage
with the appropriate
procurement team.
Ascertain whether license
reclamation can occur
prior to any procurement
discussions.
97
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companies with which they are associated.
Review reclamation
candidate record
associated with the SaaS
software model and
select software licenses
that can be reclaimed.
Take into account the Reclamation
Review user, the last time the Candidates
and software was used, and
the ‘state’ of the Software
SaaSLM Select Software License
reclamation candidate usage
Reclamati Asset deactivation
1.5 (Awaiting User, Awaiting reviewed
on Manager request
Candidat Approval, Awaiting User
es Revocation) during the subscription
process of selecting record
reclamation candidates.
Following review, make
the final selection of
software for reclamation
and initiate the license
deactivation process.
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companies with which they are associated.
Optimize SaaS License Usage
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
100
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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.
Primary
ID Tasks Procedures Input Output
role
Whether user assigned to
the hardware on which
the software is installed
requires notifying prior to
software removal.
Number of days after
which, if no user response
is received, the software is
automatically reclaimed.
In situations when rules
require updating, modify
the reclamation rule
accordingly so that
reclamation candidates
are created in line with
the rules.
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
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.
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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.
Primary
ID Tasks Procedures Input Output
role
automatically updates the
user subscription records
on the software model.
For SaaS applications
(e.g., G-Suite, Box,
Dropbox), files associated
with a user profile require
moving and preserving
before license
reclamation occurs. In
such situations, proceed
to SaaSLM 2.7. Otherwise,
the reclamation workflow
will make a call to the API
linked to the
vendor’s licensing admin
portal and
deprovision/delete the
user subscription license
OR update the user
subscription information
on the software model
record.
Note: When the license
reclamation action results
in the downgrade of a
SaaS license to a lower
version/edition (e.g., Zoom
use cases), user
subscriptions are
automatically transferred
to the software model
associated with the lower
version/edition.
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companies with which they are associated.
Primary
ID Tasks Procedures Input Output
role
have their subscription
deleted.
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companies with which they are associated.
Detect and Analyse Unmanaged Software Spend
Primary
ID Tasks Procedures Input Output
role
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companies with which they are associated.
Internal Audit on Software
Spending
(CFO/Procurement Driven):
CFO wants visibility into
spending to check for
compliance to the
company policy.
Reducing Spending on
Software (CFO/Procurement
Driven): For economic
reasons, businesses will
demand cost savings on the
CIO and overall technology
spending, sometimes to
avoid layoffs.
Diligence on & integration
with acquired company’s
tech stack: Providing
visibility to the tech stack
and overlap helps pre &
post acquisition.
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companies with which they are associated.
Employee ID
*Mandatory information for
prediction intelligence
function to predict if the
transaction is for software
along with the publisher and
product.
Ensure company sensitive
data is not included in the
import template
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licenses and Unnormalize require
enterprise/support d software addressing
agreements) spend
Software
transactions
o Expense Spend model
reviewed
(transactions from an information
expense system such
as Concur)
Unmanaged Publishers
(number of publishers
associated with
unmanaged products)
Unmanaged Products
(products that are not
represented as software
models in SAM Pro)
o Unmanaged Spend
(total spend
associated with
products not
represented as
software models in
SAM Pro)
Identify any unnormalized
detection results and proceed
to SaaSLM-03-07 for further
analysis.
Analyze expense transactions
(i.e., software spend outside of
enterprise agreements) across
different cost centers,
departments and locations
and identify duplicate
purchases and whether
consolidation opportunities
exist across departments.
Review unmanaged SaaS
products and determine if any
of them require representing
as software models so that
they are under SAM control.
When appropriate, initiate
actions to create a SaaS
software model record
Provide information of
expensed high value/volume
software purchases to
corporate procurement
function to facilitate further
action (e.g. cut off one-off
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companies with which they are associated.
subscriptions and consolidate
spend with one vendor).
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companies with which they are associated.
Process control
Process controls are the policies and principles that provide direction over processes' operation
and define constraints or boundaries within which the process must operate.
Name Description
Policies and criteria for the inclusion of a component and its attributes in the
Policies
Software Asset Repository.
Data Exchange Policy and criteria for the exchange of data between the source hardware asset
Policies data and ServiceNow.
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
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companies with which they are associated.
% of application installations Identification of removal candidates
which have not been used
within the last (say) 90 days.
Value of unlicensed software Provides a financial value for unlicensed software remediated by the
identified and remediated. Software Asset Management team
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.
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companies with which they are associated.
Appendix A: Glossary of terms and acronyms
Term Acronym Definition
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maintains one or more CMDBs. Each CMDB stores attributes of
CIs and relationships with other CIs.
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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.
available to be used. It is possible that not all Metric groups will
be available in an instance. It is best to check which Metric
groups are available and only select the license metrics
available for the Metric group. The Metric group selected does
not have to correspond to the publisher of the software title.
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
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companies with which they are associated.
A formal request from a user for something to be provided, for
Service Request example, a request for information or advice, to reset a
password, or to install a workstation for a new user.
Software Product A software title that is version agnostic, e.g., Office, Captivate
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