ITAM Software Asset

Management
Process Workshop

Speaker Name
Asset number: 0001395
User instructions
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• Why: We want to make it easier for you by spending more time on the implementation and
build, not creating workshop materials. The purpose of this presentation is to outline the
baseline process explaining the configurable options with the objective of determining the to-
be process and corresponding configuration requirements, usually in the form of user stories

© 2024 ServiceNow, Inc. All Rights Reserved. 2

User instructions
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– Tailor the presentation for the needs of your specific implementation

© 2024 ServiceNow, Inc. All Rights Reserved. 3

FAQs
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© 2024 ServiceNow, Inc. All Rights Reserved. 4

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© 2024 ServiceNow, Inc. All Rights Reserved. 5
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Housekeeping
 For virtual/hybrid
Housekeeping workshops.
Update depending
01 02 03 on which
application you
Time Presence are using to run
Collaboration

• We’ll aim to start and finish on • If you are comfortable, please •

your workshop
Maintain a positive
time keep your Webcam on atmosphere – everyone’s ideas
are valued
• Breaks will be taken as • Please let the host know if you
needed; approximately every need to leave the workshop, • Please wait for one speaker to
1-2 hours via the chat finish. Feel free to raise your
(virtual) hand if you would like
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to make a point
lunch promptly; if late, please while in the workshop
catch-up during breaks or after • Discussion topics needing
• More than 3 second’s silence
the workshop greater detail will be recorded
= concurrence with the point
in a “Parking Lot” for later
made
resolution
• All phones on vibrate and • Everyone’s ideas are valued
make sure you mute your
microphone when not • Have fun! 
contributing to the discussion
© 2024 ServiceNow, Inc. All Rights Reserved. 8
 For in-person
Housekeeping workshops.
Update depending
01 02 03 on your location,
e.g. you may have
Time Presence to add fire exit
Collaboration

• We’ll aim to start and finish on • In the case of an •

information
Maintain a positive
time emergency….. atmosphere – everyone’s ideas
are valued
• Breaks will be taken as • All phones on vibrate. Please
needed; approximately every leave the room if you must • Active participation and
1-2 hours take a call listening
• Please return from breaks and • Avoid temptation to check • Discussion topics needing
lunch promptly; if late, please email. Please keep laptops greater detail will be recorded
catch-up during breaks or after closed unless taking notes or in a “Parking Lot” for later
the workshop working on something for the resolution
Workshop
• Everyone’s ideas are valued
• More than 3 second’s silence
• Have fun! 
= concurrence with the point
made

© 2024 ServiceNow, Inc. All Rights Reserved. 9

Agenda
Workshop Agenda- Day 1
Topic Key Points
Kickoff  Introductions – Name, Role, Background
9:00 AM – 9:30 AM  Workshop and Business Objectives
SAM Baseline & Current State  SAM Overview  Baseline and Current State
9:30 AM – 10:30 AM
 Terms and Definitions  SAM Roles & Responsibilities
Trustworthy Data  Software Discovery Sources
10:30 AM – 11:30 AM
 Software Content Library
 SAM Normalization

SAM Pro Product

• SAM Pro Publisher Packs • Reconciliation
11:30AM- 1:00PM
• SAM Entitlements • Reclamation and Reconciliation

© 2024 ServiceNow, Inc. All Rights Reserved. 11

Workshop Agenda- Day 2
Day 1 Summary and Use Day 1 Summary
Cases SAM Use Cases (customer lead discussion)
9:00 AM – 9:30 AM

SAM Request and Fulfillment Out of box SAM Request and Fulfillment workflows
9:30 AM – 10:00 AM

Dashboards and Reporting Overview of OOB available dashboards

10:00 AM – 11:00 AM

SAM Pro Demonstration SAM Pro Demo

11:00 AM – 1:00 PM

© 2024 ServiceNow, Inc. All Rights Reserved. 12

Workshop Agenda- Day 3
Topic Key Points
Days 1-2 Recap  Review of items covered in day 1 and day 2
9:00 AM – 9:30 AM

9:30 AM – 12:00 PM  What questions does the customer have at this point? For
example, is more demo required
 Implementation best practices
 Story Creation overview
 Next steps
 It’s a wrap – thank you for your time and dedication

© 2024 ServiceNow, Inc. All Rights Reserved. 13

Introductions
Introductions

• Customer project team

– Name, Title
– Name, Title
• Partner project team
– Name, Title
– Name, Title
• ServiceNow project team
– Name, Title
– Name, Title

© 2024 ServiceNow, Inc. All Rights Reserved. 15

Objectives
 Update with the
Workshop Objectives product/capability
being discussed
• Discuss leading practices process related to Software Asset Management (SAM)
• Understand the current state and desired future state related to SAM processes
• Review SN functionality and how it can support your SAM activities
• Identify recommendations to support leading practices
• Document implementation requirements in Story format
• Identification of available Data – Data is King!!!
• Identify risks, issues, actions, decisions, and changes that need to be addressed
post-workshop

© 2024 ServiceNow, Inc. All Rights Reserved. 17

 If known, update
Business Objectives with specific
examples for the
product/capability
1 Maintain License Compliance for workstations & servers
2 Optimize software licenses through reuse and harvesting
3 Ability to defend against any audits
4 Single portal for acquisition of software licenses and
installation
5 Improved governance and enforcement
6 Approved and restricted applications
7 Cloud services management and optimization
8 Provide product specific workflow as needed

© 2024 ServiceNow, Inc. All Rights Reserved. 18

Software Asset
Management
overview
What is Software Asset Management?

Request

SAM is visibility & control of software licenses

and processes through their life cycle Purchas
Retire e
• What software do we own?
• What are we using?
• What do we need?

Service Deploy

Reconcil
e

© 2024 ServiceNow, Inc. All Rights Reserved. 20

Asset Management

• IT Asset Management is a Business Issue disguised as an IT problem!

• Stewardship of the IT asset across its life-cycle f rom procurement to receiving,
operation, maintenance to retirement, and disposal
– Managing associated software license, warranty, lease, and maintenance contracts
– Track assets’ monetary value or incurred costs
– Know who is using it and/or how often it is being used

ITAM is 80% Process and 20% Technology

© 2024 ServiceNow, Inc. All Rights Reserved. 21
SAM outside a platform makes real-time visibility a challenge
Software Lifecycle ITIL System
Delicate
IT Operations
Request Integrations
Hardware
Export IT Financials
Purchas
Retire e
Import CMDB

Export IT Service
Analytics
Import
Service Deploy

Export
Reconcil
e Import
Workflows Vendor Management

© 2024 ServiceNow, Inc. All Rights Reserved. 22

Essential SAM Components
ISO/IEC 19770 – The four tiers
of Software Asset Management Full ISO/IEC SAM
Conformance
Achieving best-in-class
Tier 4 strategic SAM
Tier
Effective SAM Solution 4
Operational
Integration
Tier Improving efficiency and
effectiveness
3
Tier 1 Tier 2 Tier 3
Practical
Management
Trustworthy Tier
Governance Process Improving management
Data 2 controls & driving
immediate benefits

Trustworthy Data
Pillars of SAM Success Tier Knowing what you have so
1 you can manage it

© 2024 ServiceNow, Inc. All Rights Reserved. 23

What is Trustworthy Data?

Trustworthy Data
Dependability Is the data consistent & accurate?
Reliability Is the data validated?
Credibility How believable is the data?
Transferability How complete and useful is the data?

You can not manage what you do not measure.

© 2024 ServiceNow, Inc. All Rights Reserved. 24

What data is tracked with Software Asset
Management?

• License Metrics • User

• Purchased Rights • Device
• Active Rights • Unlimited
• Allocations Available

• Users • Publisher
• Departments • Product
• Cost Centers • Suite Information
• Locations • Entitlements
• Vendors • End of Life

© 2024 ServiceNow, Inc. All Rights Reserved. 25

Asset Management Challenges

Distributed, Database(s) or
Significant IT dollars
Decentralized, and Silo- CMDB(s), with no
spent managing
ed. Becomes even efficient, predictable
infrastructures with
more magnified with way to get pertinent
little or no ROI.
global organizations. asset information.

What is owned vs. Hardware

Multiple systems
installed? Software Management. There is
without integrations to
companies make a need to manage
a single authoritative
significant profits from these devices both on
source
Software Audits. and off the network.

© 2024 ServiceNow, Inc. All Rights Reserved. 26

Licensing Complexity Drives Higher Risk and
Cost
How to Manage? How to Measure? How to Optimize?

Uncertain Compliance Overspending on Missed Opportunities

Position Software with Legacy Tools

© 2024 ServiceNow, Inc. All Rights Reserved. 27

SAM Key Terms and Definitions (1:2)
Term Definition
Software Model Software models created for all installed software products are used to tie software
installations (software being used) with entitlements (software owned). Software
models represent a specific release of a software product and may be version specific
and represent what an organization has acquired.

It has been described at the connection point that ties everything together.

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

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

Discovery Model installations. A discovery tool is used to discover the software installed in your
environment. (e.g. SN Discovery, Microsoft SCCM).

Software The DMAP is a predefined set of conditions that determine which software discovery
Discovery Map model gets mapped to which software and corresponds to the version, edition,
(DMAP) platform, and language in/for the software model.

© 2024 ServiceNow, Inc. All Rights Reserved. 28

SAM Key Terms and Definitions (2:2)
Term Definition
Software Grants a customer the right to use a particular piece of software. It contains a set of terms and
Entitlement conditions that define to what extent you may legally use that software.

Software Allocation Software entitlements enable you to define the people or machines to which a specific, purchased
software license is assigned and ensure that the rights defined in a Software License are being
used by the right people, in the right places, at the right time. Software entitlements define
license details and are assigned to software models.

Normalization The normalization process compares the discovered publisher, discovered product, and discovered
version values against the ServiceNow repository of normalized equivalents. Normalized fields are
then used to match up entitlements purchased.

Reconciliation The reconciliation process calculates the compliance status of software products with respect to
discovery and entitlements. Unused software installations are identified via software metering
that can be reclaimed to address non-compliant license positions.

Reclamation The optimization process uninstalls unused software from devices and reclaims those software
rights. This process can be automated using Client Software Distribution (CSD) or other means.

© 2024 ServiceNow, Inc. All Rights Reserved. 29

Asset Management

There is no finish line

© 2024 ServiceNow, Inc. All Rights Reserved. 30

SAM baseline
and current
state
Data Review – Where are you getting your data?
Which tools?
• Known common challenges when gathering data…
− Source of Truths – Identifying where to get the data
− Completeness – Identifying when, what you have is complete (data elements, overall)
− Validation – Identifying inaccuracies, duplication, naming issues, etc.

• Software entitlement/purchasing data

− What are the ‘Sources of Truth’?
 Resellers/Contracts / etc.
− How often is the data retrieved?
− Are all required/needed data elements available?
− Validation – how often and by whom?

• Deployment/Installation data
− What are the ‘Sources of Truth’
 Tools – discovery and usage
 Cloud environments
− How often is the data retrieved
− Are all required/needed data elements available
− Validation – how often and by whom

© 2024 ServiceNow, Inc. All Rights Reserved. 32

SAM Improvement Opportunities

What’s working well? What needs to improve?

• Supporting text here • Supporting text here

© 2024 ServiceNow, Inc. All Rights Reserved. 33

What does ITAM Provide?
What do you want ITAM to answer?
• What do we own?
⎻ Inventory of assets (Asset Repository) – your license entitlements
⎻ Type / Model / Cost / Where it was purchased / etc.

• What do we have deployed?

⎻ Inventory of deployed CIs (CMDB)
⎻ Type / Model / Location / Ownership / Support / etc.

• What are we using?

⎻ Inventory of what we are using (primary, secondary, etc.)
⎻ Who / Where / When / How

© 2024 ServiceNow, Inc. All Rights Reserved. 34

What are your current Policies & Processes?
Policies / Processes In-Place? Documented?

Acquisition
• Procurement Actions
? Yes/No

• Non-Procurement Actions (M/A, Open Source, In-house apps)

Security
• Authorized / Non-Authorized
? Yes/No

• Vulnerabilities / Black listed

Model Management
• Approvals (Architecture / Security / Role based)
? Yes/No

• Standards (old vs. new)

Request
• Currently Available
? Yes/No

• New to the environment

Reclaiming / Harvesting
• Usage based
? Yes/No

• Hardware: Decommissioning / RMA / Disposal

© 2024 ServiceNow, Inc. All Rights Reserved. 35

Roles and
Personas
SAM Process Roles & Personas - Overview
Who fulfills these roles at your company?

Manage
Software
SAM Process SAM Procurement
Asset
Owner Administrator Manager
Manager

Approve
Request Reclamation True Up
Approvers Approvers Approvers

Operate
Service
Catalog Implementers Requesters
Admin

© 2024 ServiceNow, Inc. All Rights Reserved. 37

SAM Process Roles & Personas - 1
Role Responsibilities
Process Owner: The SAM Process Owner’s primary objective is to be accountable for the success or
failure of the SAM process. The Process Owner is usually a senior manager with the
<Name(s)> ability and authority to ensure the process is rolled out and used by all stakeholders.
Responsible for:
• Establishing SAM process measures and targets
Role: sam_user
Role also contains: • Ensuring the SAM process is aligned with corporate strategy
• pa_viewer • Establishing and communicating the process mission, goals, and objectives to all
• cmdb_read 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

© 2024 ServiceNow, Inc. All Rights Reserved. 38

SAM Process Roles & Personas - 2
Role Responsibilities

Software Asset Responsible for:

Manager: • Managing the day-to-day activities of the process
<Name(s)> • Managing key relationships with peer roles within the enterprise
• Quality of software asset and contract records within the IT Asset Repository,
Role: sam_admin including Software Models, Contracts, and Software Entitlements

Role also contains: • Escalating any issues with the process to the Process Owner
• sam_user • Gathering and reporting on process metrics
• sam_spend_import • Identifies requirements to modify SAM processes
• asset • Executing periodical reconciliation to determine publisher compliance positions
• model_manager • Analysis of reconciliation reports to determine required actions to address non-
compliant software installations
• contract_manager
• Establishing reclamation rules for infrequently used software

© 2024 ServiceNow, Inc. All Rights Reserved. 39

SAM Process Roles & Personas - 3
Role Responsibilities

SAM Administrator: Responsible for:

• Import entitlements, manage reclamation rules, run reconciliation, create custom
<Name(s)> products and pattern normalization rules, set up Content Service, and other
administrative features
Role: sam_admin
• Resolving unmatched or partially normalized software installations
Role also contains:
• Analyzing software asset data and creating reports
• sam_user
• Assisting the Software Manager with reconciliation and report generation
• sam_spend_import
• Collecting and retaining software asset data for risk and cost assessments
• asset
• model_manager Note: The “sam_admin” role has full access to the Software Asset Management
application
• contract_manager
• procurement_user

© 2024 ServiceNow, Inc. All Rights Reserved. 40

SAM Process Roles & Personas - 4
Role Responsibilities

SAM Integrator: Responsible for:

• Create and manage SaaS integration profiles/connections

<Name(s)>

Role:
sam_integrator

Role also contains:

• sam_user
• oauth_admin
• connection_ad
min
• flow_operator

© 2024 ServiceNow, Inc. All Rights Reserved. 41

SAM Process Roles & Responsibilities - 5
Role Responsibilities

SAM Developer: Responsible for:

• Script writing capabilities across SAM

<Name(s)> • Creating and/or maintaining software asset information, including Software Models,
Discovery Models, Software Contracts and Software Entitlements defined within the
Role: sam_developer scope of their area
Role also contains:
• Resolving unmatched or partially normalized software installations
• sam_admin
• Managing key relationships with peer roles within the enterprise
• ui_builder_admin
• Analyzing software asset data and creating reports
• Assisting the Software Manager with reconciliation and report generation
• Collecting and retaining software asset data for risk and cost assessments

© 2024 ServiceNow, Inc. All Rights Reserved. 42

SAM Process Roles & Responsibilities - 6

Role Responsibilities

Software Spend Responsible for:

Detection import • Importing financial transaction data into Software Spend Detection
user:
• Access to all Software Spend Detection features except Content Service setup
• Cannot view Software Asset Management without being granted additional roles
<Name(s)>

Role:
sam_spend_import Note: The sam_spend_import role is installed with Software Spend Detection

Role also contains:

• pa_viewer

© 2024 ServiceNow, Inc. All Rights Reserved. 43

SAM Related Process Roles & Responsibilities
Role Responsibilities

Service Responsible for:

Catalog • Works with Software Asset Management team to publish authorized software in Service Catalog for
Administr end-user request and subsequent fulfillment
ator
• Provides the ability to request approved ad-hoc software

<Name(s) • Owns Service Catalog items and manages related approval / fulfillment workflows
>

Procurem Responsible for:

ent • Sourcing approved software procurement requests
Manager
• Providing PO information for software entitlements and contracts to the SAM Administrator

<Name(s) • Ensuring software license keys are passed to the SAM Administrator
>
• Issuing PO’s processed in a third party application (i.e. procurement processes not enabled in
ServiceNow)
• Supporting the Software Asset Manager ensuring no unapproved software is purchased

Contract Responsible for:

Manager • Creating and updating various types of contracts, such as leases, warranties, maintenance, and
service
© 2024 ServiceNow, Inc. All Rights Reserved. 44
Software
Discovery
Sources
SAM Discovery Questions

• What is your discovery tool for EUC?

– SN Discovery?
– SCCM?
– Other?
• What is your discovery tool for Data Center/Infrastructure?
– SN Discovery?
– SCCM?
– Other?
• SaaS Integrations (existing)?

© 2024 ServiceNow, Inc. All Rights Reserved. 46

In-Scope Integrations

Integration Method Directionality Frequency Business

Purpose
JDBC Inbound Real Time Procurement
data

© 2024 ServiceNow, Inc. All Rights Reserved. 47

SaaS: Thousands of apps & deep usage analysis
Direct New integrations in the ServiceNow® Store every
Integrations quarter!

Custom Integrations Build your own SaaS

Single Sign On (SaaS License integrations
Connections)
Actionable insights for
SaaS License any SaaS app in your
SSO Usage Data for ~10,000 apps Connections
environment
© 2024 ServiceNow, Inc. All Rights Reserved. 48
Analyze Okta SSO App Usage
Analyze usage for 6700+ SaaS apps inside SAM
• A single integration point to
Okta to download
applications, users, and user
groups

• Supplement SaaS License

Connections with additional
usage information

• Analyze usage information

for each application at the
user level

SSO Usage Data

for
6700+ Apps

© 2024 ServiceNow, Inc. All Rights Reserved. 49

Software
content library
Content Library Portal Outcomes
Intelligent search and access to information in the expansive AI-powered fast & intelligent
ITAM content library search

Get information about software

products like lifecycle dates,
various versions, and part
numbers

Easy access to data critical for

various workflows like new
technology onboarding,
vulnerability assessments and
many more

“Easily search for information on any

technology assets out there”

© 2024 ServiceNow, Inc. All Rights Reserved. 51

Content Lookup - Use Cases
High-level use cases

SAM Content Product Details Identify Content pull

Lookup
Allow Allow user to know Allow users to find the
SAM Admins/Users to more details of the last content update
find software product or model by dates
publishers, products allowing drill down and
and specific versions of display data from
software multiple tables

© 2024 ServiceNow, Inc. All Rights Reserved. 52

Using the ServiceNow Software Content Library
• Provides normalization content (Software Discovery Models and Processor Names) in SN that all
customers can leverage
• Enables continuous improvement normalization ratios
• Customers can push Discovery Models from their instance to the Software Content Library
• Used to dynamically build Software Models when PPN matches, and no Software Model exists

© 2024 ServiceNow, Inc. All Rights Reserved. 53

Customer Instances Content Service
Local Library and Normalization Content Library

Content Library

Library Updates

Updates
Unrecognized Procurement Data

Unrecognized Discovery Data

Content Service Team

Unrecognized Lifecycle Data

To keep up with signature changes, benefit from a crowd

sourced library at scale whether or not you elect to opt-in

© 2024 ServiceNow, Inc. All Rights Reserved. 54

Discovery and Normalization

Content Library
Discovery Data Normalized Product
Microsoft Microsoft
Corporation

Visio Visio
Normalization
15.0.4841.1000 2013

Content Library

Logos used are trademarks or registered trademarks of their respective holders and not
ServiceNow.

© 2024 ServiceNow, Inc. All Rights Reserved. 55

SAM
Normalization
Software Installation and Discovery Models
• Central location to aggregate
software installation
information so that many like
installations can be normalized
to the correct value
simultaneously.
• All software installations (raw
data) that have the same,
Discovered Publisher,
Discovered Product and
Discovered Version are
grouped into the same
Discovery Model
• Software Installations are
associated with Configuration
Item (CI) records

© 2024 ServiceNow, Inc. All Rights Reserved. 57

Normalization
• Standardize information on the Discovery Model
Adobe Acrobat
Acrobat
• Publisher systems Adobe DC
16.1
Inc. 15.007
• Product
• Version
Adobe Acrobat DC
• Details systems 17.009
incorporated
– Product type
– Platform
– Language
– Edition (e.g. Standard / Professional)
– Full version

© 2024 ServiceNow, Inc. All Rights Reserved. 58

SaaS Subscription Identifier Updates
Content Library Updates

• Seamless automated updates via content

library when vendors rename products

• Without any manual effort

Microsoft Visio Microsoft Visio

online Professional online Plan2

Microsoft Project Microsoft Project

online Professional online Plan3

© 2024 ServiceNow, Inc. All Rights Reserved. 59

Manually Normalizing Discovery Models
Normalized
Publisher, Product, Version

Manually Normalized
Set when discovery model are
filled in manually
Enables one to
manually set the Partially Normalized
Publisher & Product only
values for Discovery
Models if the Publisher Normalized
ServiceNow Central Publisher field only

Software Library Match Not Found

cannot normalize Normalization process could
the software not match the three key
fields, Publisher, Product or
installation data Version

© 2024 ServiceNow, Inc. All Rights Reserved. 60

Normalization Dashboard

© 2024 ServiceNow, Inc. All Rights Reserved. 61

SAM Pro Publisher Packs -
Overview User CAL
Device CAL
Per Core
Processor Value Unit
Resource Value Unit
Sub Capacity
Per Device Full Capacity Examples:
Per Processor Per Device Concurrent User Discover 70k SaaS products Revenue Metrics
Virtual OSE Per User Per Device 10k apps Azure AD & Okta – SSO Head Count
Per User Per Processors Per Processor Per Device 1500 categories Projects
Visual Studio Subscriptions Per Named User Per User Per User ~30 Direct to Vendor Connections Sub Contractors
Containerized Software Red Hat Hosts, Sockets Per User / Device User Subscriptions Any SaaS API Traffic Metrics
Licensing

Commo SaaS Concurrent Custom

n

SAM Publisher
Packs
Named User Plus Per App Instance Named Users Per Core 25K+ engineering products
Per Processor Per Processor Engines Per Device OpenLM
Partitioning Per Named User Indirect Access Per Named Device Floating
Management Packs Per OSI Per Named User Network
Solaris zone Per Device Per Processor Token
Per User

Complex publisher-specific Common metrics Custom metrics

metrics
~80% of your software spend is ~20% of software spend is a long Complex metrics such as
likely with your top few software tail of publishers, typically licensed revenue base software
publishers - by common metrics in the Content complianceComplex or in-house
metrics such as
These same vendors perform Library applications
revenue base software
audits compliance or in-house
Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
applications
© 2024 ServiceNow, Inc. All Rights Reserved. 62
Optimization
Recommendations
Here are just some of the optimization actions ServiceNow can recommend.

• Optimize spend on Windows • Right-size • Optimize IBM • Recommends optimal Named • Recommends
Server datacenter licensing contracts with licensing costs by User license assignments based on reduction of
with automated visibility to over- tracking and reporting roles and transactions concurrent license
license optimization licensed software on sub-capacity usage consumption of
• Recommends inactive or locked
recommendations for eligible products Citrix Virtual Apps
• Optimize spend on out users to revoke licenses and
• Save on SQL server spend by Oracle database • Right-size save • Recommends
optimally licensing either the options with contracts with visibility reduction of
• Recommends optimal named user
hosts or the virtual machines visibility to options to over-licensed concurrent license
licenses for users missing
in use vs not in software consumption of
• Potential savings by assignments
use Desktops licenses
reclaiming unused/under-used • Recommends revoking licenses for
software SAP engines not being used
• Office 365 optimizations

• Recommends • Recommends stale

optimal use of users to reclaim • Expected vs actual
datacenter • Downgrade to free basic
across Sales, Service, consumption analysis
• Revoke licenses from users not versus server license license types to save.
Customer Clouds and highlights how soon
using the software s based on cluster Platform • API workflow can auto to buy more
• Analyze if single app license is density to save on downgrade recommended envelopes.
licensing costs • Multi-orgs analysis to
better or “all apps” based on the users with reclamation.
highlight opportunities • Recommending to
applications used by the user. • Right-size contracts for mid contract remove stale users.
with visibility to over- swaps
licensed software

© 2024 ServiceNow, Inc. All Rights Reserved. 63

Microsoft Publisher Pack

- Discover SQL Servers, Exchange Servers, Windows Servers

License Metric Coverage Optimize
- Create entitlements with Microsoft-specific license metrics
- Reduce compliance risk with continuous reconciliation and
Device CAL
Reconcile dedicated Microsoft dashboard and alerts
Per Core (Physical Core)

Per Core (Virtual OSE)

Normalize
Per Core (with CAL)

Per processor
Discovery &
Server (Per Instance) Inventory
Server (Per Server)

User CAL Entitlement

© 2024 ServiceNow, Inc. All Rights Reserved. 64

Oracle Publisher
Pack
Discover Oracle database, options, and management packs in use

Reconcile your software inventory accurately with built-in Oracle licensing policies Like Named User Plus, Per Processor
• Minimum licensing requirements, pre-multiplexing user counts, processor factors, etc.
• Licensing calculation for virtual and physical servers

Oracle DB, Version Edition,

Options, Management Packs

Mid Server

Oracle
Database

© 2024 ServiceNow, Inc. All Rights Reserved. 65

Oracle Global Licensing and Advisory Services
from the ServiceNow Store
• Oracle DB Server CAL:
– To automatically manage CALs,
check:
– Auto-generate client access for
allocations

– When checked, system will:

– Look at devices allocated
– Determine the instances running
on those devices
– Determine the users connected
to the instances from Oracle
dba_users table in the Oracle
GLAS app
– Create and maintain the user list

© 2024 ServiceNow, Inc. All Rights Reserved. 66

 IBM Publisher Pack
Integrate ILMT 9.x to ServiceNow and reconcile peak PVU utilization with IBM entitlements.

License Metric
Coverage​

• Authorized User
• Authorized User
Value Unit
• Employee User
Value Unit
• External User Value
Unit
• Per Device
• Per Named User
• Per Processor
• Per User
• Processor Value Unit
(PVU)
• Resource Value Unit
(RVU)

© 2024 ServiceNow, Inc. All Rights Reserved. 67

Red Hat Publisher Pack
Manage license compliance for Red Hat Linux

© 2024 ServiceNow, Inc. All Rights Reserved. 68

Citrix Publisher Pack
• ServiceNow discovery provides out-of-the-box discovery jobs to discover the Citrix
license server and delivery controllers. With the SAM premium plugin, customers can
leverage the extensions made to the Citrix discovery patterns to identify the
concurrent user licenses from Citrix license servers and application usage data from
Citrix delivery controllers.

Mid Server

© 2024 ServiceNow, Inc. All Rights Reserved. 69

Adobe Creative Cloud Publisher Pack
Import software subscriptions from Adobe

Mid Server

Creative Cloud Experience Cloud Document Cloud

© 2024 ServiceNow, Inc. All Rights Reserved. 70

SAP Publisher Pack
• Integrate with an SAP environment to identify user access and Named User
assignments to compare these against the signed SAP contracts. Identify non-compliant
scenarios for Named User licensing and optimize Named User assignments based on
user attributes.

Mid Server

Salman

ECX ECD ECM

200 201 202 300 301 302 400 401 402

© 2024 ServiceNow, Inc. All Rights Reserved. 71

SAP Named User Optimization
Advanced license optimization based on user’s active transactions (t-code)

• Uncover potential software

savings on SAP Named User
licenses
End User software and
devices
• Optimize license usage by
correctly classifying users
based on actual transaction
usage in SAP systems

SAP Named User & Engine Licensing| Indirect Access| License

Optimization
© 2024 ServiceNow, Inc. All Rights Reserved. 72
 Microsoft 365 Subscription Management
Discover M365 subscriptions & Optimize Subscriptions based on Usage

Subscriptions via REST APIs

© 2024 ServiceNow, Inc. All Rights Reserved. 73

Microsoft 365 Subscription Management
Determine last activity dates for individual products under M365 Subscriptions, as well as unassigned
licenses which help SAM Managers optimize their M365 subscriptions
Last Activity for
all M365
subscriptions

Available license count

on the M365 Portal

© 2024 ServiceNow, Inc. All Rights Reserved. 74

Software
Entitlements
Entitlement Data Load
Software Entitlements

Procurement System
PO Data

PPN Software
Model
Entitlement
Vendor Statements H30- Microsoft
s
05613 Project

PPN Library 2016

Professional

Resellers
Logos used are trademarks or registered trademarks of their respective holders and not
ServiceNow.
© 2024 ServiceNow, Inc. All Rights Reserved. 76
Software Entitlements – Recording them

• Entitlements are related to an appropriate software model with a discovery map, reconciling
what was acquired with what has been installed
• Publisher Part Number (PPN) facilitates the creation
– Automatically creates Software Model if PPN does not exist
• Used for Full and Upgrade licenses (upgrading rights from previous entitlement)
• Identifies the metric used to determine the number of rights used
• The average cost per Right is used for reconciliation cost calculations
• Tracks individual license keys
© 2024 ServiceNow, Inc. All Rights Reserved. 77
Software Model

• Software models created for all installed software products are used to tie software
installations (software being used) with entitlements (software owned).

• Software models are version-specific and represent what an organization has acquired.

• Software Models are used to organize software licenses in meaningful ways. They are
associated with a defined product and the software model category.

Connection Point that ties everything together

© 2024 ServiceNow, Inc. All Rights Reserved. 78

Software Entitlements – Allocation /
Assignment

• Allocation of Rights is based on selected metrics

– Device
– User
– Unlimited
• Can allocate more than one Right per device or user
• Can be used to match individual license keys

© 2024 ServiceNow, Inc. All Rights Reserved. 79

Software Entitlement Sources
• Sources of Truth

?
– Resellers
– Procurement Systems
– Software Vendors
– Flat file import
• Input Methods
– Flat file
– Integration
– Playbook (via the SAM Workspace)
• Validation
– How often and by whom

© 2024 ServiceNow, Inc. All Rights Reserved. 80

Importing Entitlements
• Importing entitlements is done through the Software Asset Workspace by selecting the "Create
Entitlement Button." Once selected, you are presented with three options.
• Once import is complete you can access any errors through Software Asset > Licensing >
Entitlement Import Errors where you can either SAVE, CREATE ENTITLEMENT or CREATE PART
NUMBER to initiate corrective action.

© 2024 ServiceNow, Inc. All Rights Reserved. 81

Software Entitlements – Unlimited licensing
support
• Supported license types
– Perpetual
– Perpetual + Maintenance / Perpetual + Software
Assurance
– Maintenance/Software Assurance Unlimited license field
is displayed on the
– Subscription
entitlement form
• Supported license metrics
– Per User
– Per named user
– Per device
– Per named Device
– User Subscription

© 2024 ServiceNow, Inc. All Rights Reserved. 82

 Outcome
License Compliance for Global s
Entities
Flexibility to handle complex SAM environments Consumption rules to identify
entities allowed to consume
from entitlement

Define one or more

consumption rules for any
• Track recommendations and software entitlement
approvals with change control

Allocations still allow for

additional flexibility

Optionally identify a
quantity of licenses for a
specific consumption rule

“Restrict license consumption for

global or complex environments”

© 2024 ServiceNow, Inc. All Rights Reserved. 83

Microsoft License Statement Outcomes
Import
Support Import of Microsoft License Statement and perform Error handling on
incorrect or insufficient entitlements • Support Import of
Microsoft License
Statement to create
Entitlements

• Automated Error
handling for incorrect
and insufficient
Entitlements on MLS

• Provide a mechanism
to rectify Import
Errors on MLS

Automatic Error handling for

Incorrect and Insufficient
Entitlements on the MLS

© 2024 ServiceNow, Inc. All Rights Reserved. 84

License
Reconciliation
SAM Reconciliation Overview

• Single entry point to determine immediate entitlement compliance

• Software Installation records from various sources. OOTB Integrations exist for the following sources:
– ServiceNow Discovery
– Microsoft SCCM
• Organizations can also integrate with other discovery tools by leveraging the Software Asset Connection
feature. This feature allows those organizations to feed that relevant data into ServiceNow so that they
can leverage their investments on those software's and still use ServiceNow's SAM capabilities.

Purchased Entitlement
Discovered
Entitlement Compliance
Software
s Position

© 2024 ServiceNow, Inc. All Rights Reserved. 86

Reconciliation Engine
• Reconciliation automatically runs weekly via
a scheduled job or on-demand

• Layered hierarchy of results:

Reconciliation Top Level
1. Product result Result

2. Software Model result

Adobe Microsoft
3. License Metric result Product Result Acrobat Office

4. ’Rights Used By’ record to see how

rights are used Software
Unlicensed Reclamation
Result Details Model
Installs Candidates
• Only Discovery Models with a Product Type Results

= ‘Licensable’ are considered during

reconciliation

© 2024 ServiceNow, Inc. All Rights Reserved. 87

Viewing Results of Reconciliation
• Allows quick access to the results of
the reconciliation and view the
status and cost of compliance via
the Software Asset Management
Dashboard
• Details Publishers/Products that are
out of compliance
• Total true-up costs
• Potential savings – software
reclamation opportunities based on
unused software identified by
aggregated usage data

© 2024 ServiceNow, Inc. All Rights Reserved. 88

License Usage by Publisher

• Review reconciliation results in a simplified view.

• Pin your top publishers to easily find the publisher(s) you want to target.

© 2024 ServiceNow, Inc. All Rights Reserved. 89

Publisher workbench navigation tree
In the publisher workbench navigation tree, you can drill down on a specific publisher, product, software
model, or license metric to view calculation and compliance information from the latest reconciliation
results.

© 2024 ServiceNow, Inc. All Rights Reserved. 90

License Metric Results – Acrobat DC example
• Displays unused rights – reclaim software
• Track user and device allocations

© 2024 ServiceNow, Inc. All Rights Reserved. 91

Remediate Non-Compliance

Software Model Results

present remediation options
• Purchase Rights (requires
Procurement Plugin)
• Create Allocations
• Remove Allocations
• Remove Unallocated installs

© 2024 ServiceNow, Inc. All Rights Reserved. 92

SAM
Reclamation
&
Optimization
SAM High Level Process Architecture Overview
Request & Software Lifecycle

Software Catalog Request Software Acquire Software Procurement

Maintain Maintain
Contract
Software Software Models
Management
Entitlements & Lifecycles

Perform Software
Reconciliation
Install Software
Allocate Software
• Manual
Entitlement
• CSD

Create SW Install
Data Center / Complete Process Software Optimize EUC CMDB
Records and
Infrastructure CMDB Software Usage Software Decommission/
Normalize
Inventory Discovery Models Information Installations Disposal
Discovery Models
Inventory

SAM Content Uninstall

EUC Inventory ITOM CSD
Delivery Service Software

© 2024 ServiceNow, Inc. All Rights Reserved. 94

Reclamation Rules and SCCM Usage Integration
• Allows Software Usage information, such as Total Usage Time, to be imported into
ServiceNow from SCCM
– Usage data is ingested on a monthly basis
• Identifies and monitors low-usage or no-usage software installations
– Usage information imported from SCCM associated with the products that have a
reclamation rule defined
• Reclamation Rules identify parameters for when a product has last been used as well as the
total time used
• A ‘Reclamation Candidate’ is created for each install that matches a Reclamation Rule
• Reclamation Candidates are automatically uninstalled through Client Software Distribution

© 2024 ServiceNow, Inc. All Rights Reserved. 95

Optimize and Reclaim Software
Establish
Time Entitlement
Trigger Compliance
Position

Software
Asset Identify Set Up
Review
Identify Reclaim
Software
Manager Software for
Monitoring
Reclamation
Rules
Usage Reclamation Software
Information Candidates Entitlements

Uninstall
Monitor Software
Software
Usage

Systems
Microso
ft
Microso
SCCM
ft
SCCM

© 2024 ServiceNow, Inc. All Rights Reserved. 96

Creating Reclamation Rules

• What Publishers:
− MS, Adobe?
• What Products:
− Adobe Acrobat: Pro
− MS Project
• Rules:
− Time period? X months
− Minimum hour of usage?
• Will there be approvals?
− No, notification to Users?
− Yes, identify whom?

© 2024 ServiceNow, Inc. All Rights Reserved. 97

Questions?

©
©2024
2024ServiceNow,
ServiceNow,Inc.
Inc.All
AllRights
RightsReserved.
Reserved. 98
Thank
you for
Day 1!

© 2024 ServiceNow, Inc. All Rights Reserved. 99

Software Asset
Management
• <YOUR NAME>
• <YOUR TITLE>
• <CONTACT INFO>

Day 2
SAM Agenda
Day 2
Workshop Agenda- Day 2
Day 1 Summary and Use Cases  Day 1 Summary
9:00 AM – 9:30 AM  SAM Use Cases (customer lead discussion)

SAM Request and Fulfillment  Out of box SAM Request and Fulfillment workflows
9:30 AM – 10:00 AM

Dashboards and Reporting  Overview of OOB available dashboards

10:00 AM – 11:00 AM
SAM Pro Demonstration  SAM Pro Demo
11:00 AM – 1:00 PM

© 2024 ServiceNow, Inc. All Rights Reserved. 102

Day 1 Recap
and Review
Improvement Opportunities - Review
WHAT NEEDS TO BE
WHAT WORKS TODAY?
IMPROVED?
• Supporting text here • Supporting text here
• Supporting text here • Supporting text here

© 2024 ServiceNow, Inc. All Rights Reserved. 104

Use Cases for
Software
Asset
Management
Alignment - What are your Use Cases for SAM-P?
How do we know when it’s done?

Use Description
Case
1

© 2024 ServiceNow, Inc. All Rights Reserved. 106

SAM Request
and Fulfillment
SAM Request & Software Lifecycle Architecture

Software Request Acquire

Procurement
Catalog Software Software

• Discovery Mapping
• Installation Conditions
• Entitlements
Maintain Maintain • Publisher Licensing Metrics
Contract Software Models
Software
Management & Lifecycles
Entitlements
Purchase Rights to
True Up

Allocate Install Software Perform

Software * Manual Software
Entitlement * CSD Reconciliation
Allocate
Entitlements

Direct Flow

Indirect Flow

© 2024 ServiceNow, Inc. All Rights Reserved. 108

Request Software Entitlement
Request
Service Software
Requester Catalog Entitlement

Approve
Approver Request

Check Yes Allocate

Entitlements
Available Available ?
Entitlement
Entitlements Rights
SAM
Administrator
No
Create
Procurement Receive PO
Request

Procurement Issue PO
Manager

© 2024 ServiceNow, Inc. All Rights Reserved. 109

Optimize and Reclaim Software
Establish
Time Entitlement
Trigger Compliance
Position

Software
Asset Identify Set Up
Review
Identify Reclaim
Software
Manager Software for
Monitoring
Reclamation
Rules
Usage Reclamation Software
Information Candidates Entitlements

Uninstall
Monitor Software
Software
Usage

Systems
Microso Microso
ft ft
SCCM SCCM

© 2024 ServiceNow, Inc. All Rights Reserved. 110

Dashboards &
Reporting
Software Asset Manager Workspace

Provides recommended
activities, alerts, and
actionable insights
Consolidates multiple dashboards
1 into a better workspace for day-to-
day asset activities

Deliver more meaningful and

2 contextual analytics and KPIs

Highlight optimization actions and

3 their associated cost savings

© 2024 ServiceNow, Inc. All Rights Reserved. 112

Asset Executive Dashboard
Asset Executive Dashboard is a one stop
view for executives to get an overview
of the key metrics for SAM

© 2024 ServiceNow, Inc. All Rights Reserved. 113

Activity and notification center

• Gain insights into key metrics

such as compliance trends, true-
up costs, potential savings,
normalization rates
• Execute routine tasks such as
running reconciliation or creating
entitlements
• Get actionable insights into your
software assets via alerts and
notifications
• Sort by product or publisher to
narrow down your results

© 2024 ServiceNow, Inc. All Rights Reserved. 114

SAM Success Portal
• Allows software managers to track and show the progress of their SAM Program via the creation of
success goals and success activities
• Allows software users to update the goals/activities that they are assigned

© 2024 ServiceNow, Inc. All Rights Reserved. 115

SAM Value Builder Customer
Identify "What's Next" in your SAM Journey Outcomes
• Provide insights into SAM
integrations, playbooks,
and other installations
that will help enhance the
SAM program

• Call attention to new

features in the roadmap
for SAM's future releases

• Value builder tasks can

be created and
associated with Success
Goals for visibility of
progress made in the
overall SAM Program

© 2024 ServiceNow, Inc. All Rights Reserved. 116

Software Contracts Renewal Calendar

View contracts and

entitlements coming up for
renewal for SaaS and On-
prem with an easy-to-read
calendar view

© 2024 ServiceNow, Inc. All Rights Reserved. 117

Software Spend Analysis

Software Spend Analysis and

Trends

© 2024 ServiceNow, Inc. All Rights Reserved. 118

Product Reconciliation Results

Remediation actions

Remediation Actions
 Reclaim unused licenses
 Allocate licenses
 Remove unlicensed
installations
 Purchase licenses

© 2024 ServiceNow, Inc. All Rights Reserved. 119

Optimize License Usage

© 2024 ServiceNow, Inc. All Rights Reserved. 120

Enhanced SaaS Overview Dashboard
Multi-instance analysis | Usage and Optimization analysis

• Highlight potential savings

for multiple instances of
the same app across the
company

• Power-user analysis to
highlight user breakdown
at a specific point in time

• Visualize subscription
spending across company
cost centers to see who
spends the most on SaaS

© 2024 ServiceNow, Inc. All Rights Reserved. 121

 Take action to reduce redundancies through
Detect unknown software SPM (formerly ITBM)

Software Spend Detection Overlapping Software

Detect 70k+ shadow “Why is marketing Uncover same capability “Why do we have 5
software purchases by in Canada paying software for 1500+ file sharing apps we
cost center, dept, geo for different video categories to reduce spend $1.3M per year
conferencing?” redundancies on?”

© 2024 ServiceNow, Inc. All Rights Reserved. 122

Software Asset Analytics
Reduce time-to-value with inventory analysis

• Day zero insights into

software deployments,
application proliferation,
normalization, lifecycle,
and application sprawl.

• Examine End-of-life risks

and address them with a
structured workflow
approach.

• View consolidated
dashboards for SaaS,
engineering licenses,
optimization, and potential
savings.

© 2024 ServiceNow, Inc. All Rights Reserved. 123

Compliance Trends

© 2024 ServiceNow, Inc. All Rights Reserved. 124

Bring Your Own License
Compliance of perpetual licenses deployed in public • Single view into
cloud
perpetual and cloud-
Manage Multiple Breakout different based licensing
Environments license types
• Microsoft Windows and
SQL Server licensing in
AWS and Azure

• Red Hat Enterprise

Linux installations on
public cloud platforms
such as AWS, Azure,
and GCP
Automate
Reclamation
Workflow • Advanced support for
special cloud privileges
such as Edition
Flexibility, Unlimited
Virtualization, and Dual
Use Rights
© 2024 ServiceNow, Inc. All Rights Reserved. 125
SAM Health Check Customer
Outcomes
• The SAM Health Check dashboard provides an accurate and reliable • Determination of health of
overview of your Software Asset Management configurations and SAM-related configuration
recommends correcting any errors that may exist. automatically
• Recommendation to fix
SAM issues based on
ServiceNow best practices
• Provided as a Store App to
provide convenient KPI
updates
• Automatic tasks and
notifications to ensure
visibility and quick action
of remediation efforts

• To install the Health Check application, go to the ServiceNow Store and

activate the ITAM Health Check, com.sn_itam_health_chk, plugin.

© 2024 ServiceNow, Inc. All Rights Reserved. 126

SAM Health Check: Available Suite Checks
Result

Recommendatio
n

© 2024 ServiceNow, Inc. All Rights Reserved. 127

SAM Pro Demo

© 2024
© 2024 ServiceNow,
ServiceNow, Inc.
Inc. All
All Rights
Rights Reserved.
Reserved 128
Thank
you for
Day 2!

© 2024 ServiceNow, Inc. All Rights Reserved. 129

Software Asset
Management
• <YOUR NAME>
• <YOUR TITLE>
• <CONTACT INFO>

Day 3
SAM Agenda
Day 3
Workshop Agenda- Day 3
Topic Key Points
Days 1-2 Recap  Review of items covered in day 1 and day 2
9:00 AM – 9:30 AM

9:30 AM – 12:00 PM  What questions does the customer have at this point? For example, is
more demo required
 Implementation best practices
 Story Creation overview
 Next steps
 It’s a wrap – thank you for your time and dedication

© 2024 ServiceNow, Inc. All Rights Reserved. 132

Implementatio
n leading
practices
SAM Implementation Leading Practice
Pre-Requisites
• One standard SAM process is required for all in-scope regions
• Identify Publishers/titles that are of most value for the customer for initial SAM deployment –
specifically to optimize software utilization and cut software spend
• For Data Centre SAM, ensure SN Discovery is implemented***
• For EUC SAM, activate the MS-SCCM Discovery plugin***
• Ensure CMDB is in place to track Computer CIs and associated software installations
• Service Catalog in place for EUC software requests
• Procurement plugin activated for creating purchase requests, ‘receiving’ software, and auto-
creation of software entitlement records

*** Other data sources can be leveraged but integrations with those sources need to be built
using the Software Asset Connection feature

© 2024 ServiceNow, Inc. All Rights Reserved. 134

SAM Professional: Measurement for Benefit
Realization
To ensure the expected benefits of the ‘improved’ process are achieved:

1 2 3 4 5 6 7
On-going
Translate Define If possible,
Document use of
Document into metrics Ensure data baseline
metric KPIs/Metrics
expected Performance needed to to support customer
requirement to document
benefits Measuremen support metrics "as is"
s (Stories) improvemen
ts (KPIs) (KPI) metrics
t

Before Process Improvement During Process Design Post Go Live

© 2024 ServiceNow, Inc. All Rights Reserved. 135

SAM: KPI Opportunity Examples

Opportunity Metric Metric Requirements

Known vs Unknown Ownership records
Adobe Audit
MS Audit
Compliance Reporting
Data Quality
Unplanned Spend vs Savings
Exceptions – Software Standards vs
VIP
Unauthorized Installs
Fulfillment workflow resolution -
Standard
Standard vs Non Standard requests
Optimization/standardization of
software offerings
© 2024 ServiceNow, Inc. All Rights Reserved. 136
 SAM Implementation Approach

Collect Discover Implement

• Gather SW contracts • Identify tools that contains SW • Setup SAM Professional

Key activities

information install information including:

• Meet with SW owners to • Integrate ServiceNow with SW – SW license entitlements
identify SW entitlements and install tools; e.g.: – Reclamation rules
license counts – SCCM (Multiple SCCM) • Enable SAM processes in
• Finalize and document SW – ServiceNow Discovery ServiceNow
entitlements and license
counts • Define SAM business process • Dashboard for SW
including clear roles and managers and executives
• Develop phased SAM responsibilities to support governance
implementation plan
Don’t forget the process Enterprise level policies
Key items

The collect phase is a time-

to note

consuming and complex part to manage SW assets will need to be defined to

activity involving the right now and in future define and enable
individuals to understand reclamation rules
contracts/entitlements.

© 2024 ServiceNow, Inc. All Rights Reserved. 137

 Create a Practical, Progressive SAM
Implementation Plan
• Focus on Time to Value – start with Top 3 publishers in terms of software spend (recommend desktop, 0365,
Adobe Creative Cloud)
• Establish a Foundation of Software Asset Data – import entitlements, allocations, models
• Establish standard SAM process architecture based on OOTB leading practices – establish consistent
process execution
• Configure reclamation workflows and software revocation – reclaim unused software and start cutting
Initiate software spend
• Execute normalization of software installations – review results and determine success rate
• Perform initial reconciliation for Top 3 Publishers – present results and identify potential savings
• Mature into complex data center licensing – SN Discovery/Microsoft/Oracle/IBM/Citrix
• Develop custom license metric scripts – Not available in Publisher Packs
• Configure custom products and discovery patterns– for key business applications
• Implement usage-based licensing use cases – remove manual overhead & eliminate data silos
• Perform reconciliations for multiple EUC and Datacenter titles – be always audit ready
Accelerat • Implement cross-functional use cases – License
e

• Configure additional subscription mgmt. use cases (if publisher portal is scriptable)
• Configure additional concurrent user license use cases (if publisher portal is
scriptable)
• Deploy additional Publisher Packs when released (SAP, SaaS)
• Integrate corporate procurement/financial systems with SN Platform
Optimize

© 2024 ServiceNow, Inc. All Rights Reserved. 138

SAM Implementation Recommendations

Don’t Boil the Ocean!

• Don’t try to do too much at once – focus on 2 - 3 critical publishers
• Document and communicate SAM processes (aligned with OOTB leading practices)
• Start small and concentrate on deploying OOTB functionality and limit configuration work
• Gather entitlement data – Purchased and Non-Purchased (what we own) – this is the hard part
!!
• Discover and normalize installed software (what we have deployed)
• Prove the SAM process works and provides the desired business outcomes
• Proactive vs. Reactive (Optimizing software usage vs. reacting to reconciliation reports)
• Add additional software publishers over time and mature into complex data center licensing

© 2024 ServiceNow, Inc. All Rights Reserved. 139

SAM – Implementation Overview
• Set up subscription management profiles (O365, Adobe)
• Configure Platform • Set up concurrent usage profiles (Citrix)
SAM Pro • Set up SAM scheduled jobs (e.g. reconciliation, reclamation)
Core Set Up • Ensure availability of core data (users, locations)
• Configure SCCM and CSD integration

• Implement workflows for approving and fulfilling software requests from

Requestin • Implement processes to request software catalogue
g software from Request/Change • Link Change Management process to standard request workflow for
procuring CIs
Software Management • On-board suppliers that are required to provide vendor catalogues

• Engage SAM process lead and cross-functional process stakeholders

• Identify SAM education, process • Deliver SAM process training/education, agree standard, global process
Governance and identify any organizational gaps
and reporting requirements • Establish required reports/dashboards
• Confirm Phase 1 software publishers (e.g. Top 3 in terms of spend)

• Obtain reseller statements and automate initial load of entitlements/allocations

Entitlement • Define license metrics
• Create entitlement records
s • Define upgrades and downgrade entitlements

• Establish Product Owners and assign to Software Model

Software • Identify publishers, products and • Determine minimum software model data attributes – recommend that as
Models versions many fields as possible in OOTB form are populated
• Determine software lifecycle tracking requirements

© 2024 ServiceNow, Inc. All Rights Reserved. 140

SAM – Implementation Overview
• Link purchase ordersSTATE
DESIRED to software • Ensure Procurement and Finance are fully engaged and using ServiceNow
Software entitlements • Route software procurement requests to Procurement function via
Procurement • Link purchasing process to request/ workflow
• Procurement create SN POs via UI from request item
change processes • Software entitlements created via receiving functionality and linked to PO

Contract • Create contracts (software license, • Link contracts to assets (software license, maintenance)
• Structure enterprise agreement (ELA) contracts to reflect individual years
Management maintenance) • Configure alerts for annual reviews of renewals or extensions

• Establish reclamation rules for

• Establish reclamation/removal process and workflows
Optimization unused/ blacklisted/ unlicensed • Determine Integration requirements with non-SCCM metering systems
software installations
• Execute initial normalization event and analyze success rate (target =
90%)
Normalizatio • Discover and normalize software • Analyze partially normalized models and unmatched software installations
n installation information and engage with Content Curation team to add in-scope titles not currently
available in the content library.
• Opt in to SAM Content Services

Reconciliatio
• Implement Reconciliation and • Configure/Implement dashboards
n/
Remediation Processes • Configure any required software usage data feeds
Remediation

© 2024 ServiceNow, Inc. All Rights Reserved. 141

Software Asset Management Implementation
Future Planning Recommendations

• Identify and prioritize data center licensing use cases

• Determine requirements for integration between SN and corporate procurement
system
⎻ PO data (PO #, Cost, Vendor)
⎻ Receiving information
⎻ Fixed Asset information
• Identify custom products (e.g. not included in Central Software Library) that require
tracking and establish discovery normalization rules
• Determine required integrations with license management systems/databases not
covered by Publisher Packs to reconcile usage-based licenses
• Document roadmap for on-boarding other important software publishers and titles
• Submit potential SAM development requirements into Product Management
• Develop integration with corporate procurement system
© 2024 ServiceNow, Inc. All Rights Reserved. 142
SAM Implementation — Key Takeaways

1 2 3

Gather your Align SAM processes with Create SAM

entitlements OOTB leading practices implementation plan
and update SAM policies

4 5 6

Understand your software Be sure you are Define your

deployment model and collecting software reclamation rules
enabling process usage data (EUC)

© 2024 ServiceNow, Inc. All Rights Reserved. 143

Creating
Stories
Developing and Documenting Stories

Three key goals when developing and Structure breakdown of stories:

documenting stories:  Brief description of the need
 To create meaningful stories  Conversations about business processes
 To create accurate acceptance criteria  Acceptance criteria describing the expected
 Understand the definition of done outcome
 Tests that validate the acceptance criteria

Common Challenges of Story Writing

 Too formal or too much detail can be constricting and limit development options
 Skipping the acceptance criteria conversation risks moving in the wrong direction, missing edge cases,
or overlooking the Product Owner’s needs
 Leaving out the testing. Stories must be testable with pass/fail conditions

© 2024 ServiceNow, Inc. All Rights Reserved. 145

Developing and Documenting Stories

In Agile Testing, the story

Story Acceptance Test
description and acceptance criteria Description Criteria Conditions
Test Steps
are the foundation for creating
tests

Story Description Acceptance Criteria

A good user story description identifies the following for meeting the Acceptance Criteria define the boundaries of a user story and confirm
stated requirement:​ when the software is working as intended. They are an essential part
of a story's “Definition of Done.”
 The role of the user persona in the system​
 The need expressed by the user persona​ Good acceptance criteria should include the following, where
 The benefit to all stakeholders, such as developers, users, and relevant:​
others​
 Typically, a story description is expressed as:​  Usability: Include measures of usability in the acceptance criteria
"As a <role>, When <situation>, I want <goal or  Functionality: Identify specific user tasks, business processes, or
need/motivation>, so that I can <benefit/expected functions that must be in place at the end of the project
 Error handling: Enumerate error cases and how each should be
outcome>."​
handled
 Performance: test system performance from the perspective of
an individual user
 Stress tests: Describe how the system responds under stress
because of many users, transactions, or queries
© 2024 ServiceNow, Inc. All Rights Reserved. 146
Example: SAM Stories and Themes
• Review core tables • Identify fields to remove/add to the
• Install required plugins
Core Setup • Run guided Setup
UI Configuration interface
• Configure Interface

• Review and consider authoritative data Software • Review software installation and
Integration(s) sources distribution / reclamation processes
Setup • Set up/install integrations
Reclamation
• Configure if necessary

SaaS • Review required SaaS integrations • Identify initial success goals

• Set up SaaS integrations Success Goals • Create goals in the application
Integrations

• Identify key SAM Roles Notifications • Identity if any notifications are necessary
User Personas • Apply roles to ServiceNow Groups Configuration • Configure Notifications

• Review Out-of-the-box reports

Model • Review model management process Reports • Decide which reports are critical
• Establish process for new model creation
Management Configuration • Create custom reports

• Review available contract data

• Identify critical reports for the dashboards
Contract • Bring in the required data to support Dashboard by persona
Management contract management asset activities and
reporting
Configuration • Configure dashboards

© 2024 ServiceNow, Inc. All Rights Reserved. 147

It’s a wrap
Questions?

©
©2024
2024ServiceNow,
ServiceNow,Inc.
Inc.All
AllRights
RightsReserved.
Reserved. 149
Thank you

© 2024 ServiceNow, Inc. All Rights Reserved. 150

 Use the Appendix to
add any other useful
slides that could be
called on during the
workshop

Appendix
SAM High Level Process Architecture Overview
Request & Software Lifecycle

Software Catalog Request Software Acquire Software Procurement

Maintain Maintain
Contract
Software Software Models
Management
Entitlements & Lifecycles

Perform Software
Reconciliation
Install Software
Allocate Software
• Manual
Entitlement
• CSD

Create SW Install
Data Center / Complete Process Software Optimize EUC CMDB
Records and
Infrastructure CMDB Software Usage Software Decommission/
Normalize
Inventory Discovery Models Information Installations Disposal
Discovery Models
Inventory

SAM Content Uninstall

EUC Inventory ITOM CSD
Delivery Service Software

© 2024 ServiceNow, Inc. All Rights Reserved. 152

SAM Request & Software Lifecycle Architecture

Software Request Acquire

Procurement
Catalog Software Software

• Discovery Mapping
• Installation Conditions
• Entitlements
Maintain Maintain • Publisher Licensing Metrics
Contract Software Models
Software
Management & Lifecycles
Entitlements
Purchase Rights to
True Up

Allocate Install Software Perform

Software * Manual Software
Entitlement * CSD Reconciliation
Allocate
Entitlements

Direct Flow

Indirect Flow

© 2024 ServiceNow, Inc. All Rights Reserved. 153

SAM Inventory Architecture Overview
Perform
Software
Reconciliation

Unlicensed Reclamation
Manually SW Unused Candidates
Create SW Complete
Data Center / Normalized SW
Install Records & Software
Infrastructure CMDB
Discovery Discovery
Inventory Optimize EUC CMDB
Models Models
Software Decommission/
Installations Disposal
Non-Normalized Normalization
Discovery Models Status • Client Access Data
• Concurrent Usage
• SAP Named Users
Normalized
• Subscription Usage
SAM Content Discovery Models Uninstall
EUC Inventory ITOM CSD
Delivery Service Software

Process
Software Usage
Metering Data Information

Direct Flow

Indirect Flow

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