ServiceNow Licensing

ServiceNow Licensing manages how your ServiceNow subscriptions are used on your instances. ServiceNow provides cloud-based services such as Software as a Service (SaaS) and Platform as a Service (PaaS) that automate enterprise IT operations.

The following sections provide prerequisites, resources, and instructions for integrating with SaaS Management.

Stored ServiceNow Licensing Information
Required Minimum Permissions for ServiceNow Licensing
Authentication Method for ServiceNow Licensing
Required Credentials for ServiceNow Licensing
Optional Credentials for ServiceNow Licensing
ServiceNow Subscriptions
Integrating ServiceNow Licensing With SaaS Management
Editing User Roles to Access Out-of-the-Box ServiceNow Subscription Apps
Editing User Roles to Access the ServiceNow Application Module
Auto-Populated License Information for ServiceNow Licensing
Managing Available Licenses for ServiceNow Licensing
Microsoft Power BI Reporting for ServiceNow Licensing
API Endpoints for ServiceNow Licensing
Analyzing User and License Activity Data for ServiceNow Licensing

Stored ServiceNow Licensing Information

The following table describes the available integration tasks and stored data.

Available Integration Tasks

Information Stored

Application Access

User Name
Email
Last Login

Application Roster

Username
Email
First Name
Middle Name
Last Name
Account Create Date
Licenses
Role Types
OOB Roles
Custom Roles
Web Service User

Note:The ServiceNow access control restricts the retrieval of the security_admin role assignment.

Important:The following Application Roster fields are available only in the extensible Power BI report. To access this Power BI report, see the Knowledge Base article ServiceNow Power BI Reporting for Flexera One’s SaaS Management.

Group Name 
Active 
Group Roles 
Group Manager 
Group Description 
Custom Fields 
Unknown Roles 

License Differentiation

See the ServiceNow Subscriptions and Tracking Application Activity by License Type for License Differentiation.

License Information

Unique ID
SKU Number
Subscription Name
Subscription Type
Items Allowed
Measured Role Types
Subscription Applications
Effective Date
Ending Date

Note:License details of users are not tracked for the following Subscription (License) types:

Capacity—The consumed and remaining quantity for the Capacity type license is displayed in the Assigned and Remaining columns on the ServiceNow Overview tab in the Licenses table.
Unlimited—For an Unlimited subscription, any user in the sys_user table that has a user ID and has the Active field set to true is assigned to this subscription. Ideally, it would be all the active users in the ServiceNow account.

Product Consumption

Unique ID
Subscription Name
Consumed

Reclamation

After the reclamation task is executed for the selected users:

The entire account and licenses associated with that user will be deleted
The user will no longer have access to ServiceNow.

For details, see Reclaiming SaaS Licenses.

Setup

Release
Sandbox Instances
Application Name
Custom Application Name
Role Type (None is displayed for roles without a role type.)
Role Names

Note:The following Setup fields are available only in the extensible Power BI report. To access this Power BI report, see the Knowledge Base article ServiceNow Power BI Reporting for Flexera One’s SaaS Management.

Group Name 
Group Roles 
Group Manager 
Application Name 
Application Roles display OOB Roles, Custom Roles, and Unknown Roles.
Custom Application Roles display OOB Roles, Custom Roles, and Unknown Roles.
Application ID 
Custom Application ID 

Sub Application Accesses

Unique ID
Product ID
Period (monthly time frame)
Access Count
Insert Count
Insert Other’s Request Count
Insert Own Request Count
Update Count
Update Other’s Request Count
Update Own Request Count
Delete Count
Delete Other’s Request Count
Delete Own Request Count
Fulfillment Count
Producer Count

Note:The information stored is subject to change as enhancements are made to the SaaS application.

Required Minimum Permissions for ServiceNow Licensing

Minimum API required permissions are based on the ServiceNow Licensing user roles.

Note:The following SaaS application user roles are not applicable to Flexera One roles.

User Role

Description

Integration Task Name

admin, snc_read_only

These roles are required for retrieving the ServiceNow users, licenses, and their activities.

For more information, see ServiceNow’s documentation topics:

Base System Roles 
Read-Only Role 

Application Access 

Application Roster 

License Information 

Product Consumption 

Setup 

Sub Application Accesses 

admin

This role is required to:

Retrieve the ServiceNow users, licenses, and their activities
Manage user licenses for the License Information task

For more information, see ServiceNow’s documentation topic: Base System Roles.

Application Access 

Application Roster 

License Information 

Product Consumption 

Reclamation 

Setup 

Sub Application Accesses 

Authentication Method for ServiceNow Licensing

Basic

Required Credentials for ServiceNow Licensing

Instance Domain
Username
Password

Optional Credentials for ServiceNow Licensing

Custom Fields

ServiceNow Subscriptions

ServiceNow subscriptions assigned to users are displayed in the Users tab and the Activity tab. A ServiceNow subscription could be among the following types, which are displayed under the Subscription Type column of the Licenses tab.

ServiceNow Subscription Types Displayed in SaaS Management

Description

Per User

Your organization purchases a subscription for the number of fulfiller users for subscription applications and capabilities. Your instance can monitor and report usage by both subscribed users and users who are not subscribed.

Unrestricted User

Previously referred to as a Max User. Your organization purchases an anticipated maximum number of unrestricted-user licenses. Unrestricted user licenses have no restrictions on role assignment. Your ServiceNow instance auto-allocates active users from the sys_user table to the unrestricted-user licenses.

Capacity

Your ServiceNow instance auto-allocates resources such as users, devices, software, or nodes to Capacity subscriptions. For example, resources such as each CI that Discovery finds, or each password reset request.

Unlimited User

Your organization purchases a subscription for the number of fulfiller users for subscription applications and capabilities. Your instance can monitor and report usage by both subscribed users and users who are not subscribed.

PA-Indicator

Your organization purchases a subscription for an application family that uses Performance Analytics (PA) capabilities (for example, PA for ITSM or PA for Service Management). The PA admin creates indicators on tables that are used by the applications.

Note:Since there is no documentation found on PA-Indicator, Display, and Other subscriptions, Flexera pulls all the ServiceNow subscription types. For more subscription information, see ServiceNow’s documentation topic: Types of Subscriptions.

Integrating ServiceNow Licensing With SaaS Management

Complete the following steps to integrate ServiceNow Licensing with SaaS Management.

To integrate ServiceNow Licensing with SaaS Management:

1. Sign in to your ServiceNow Licensing instance, using the credentials of the ServiceNow Licensing user with permissions as outlined in the Required Minimum Permissions for ServiceNow Licensing.
2. From the Instance URL, note the ServiceNow Licensing Instance Domain.

For example, if the Instance URL is https://dev70003.service-now.com, then the Instance Domain is dev70003.

Important:If you enter the ServiceNow Licensing Instance URL rather than the ServiceNow Licensing Instance Domain in the SaaS Management Instance Domain field, the integration will fail.

3. In SaaS Management, add the ServiceNow Licensing application. For details, see Adding an Application.
4. Copy and paste the ServiceNow Licensing Instance Domain into SaaS Management.
5. Enter the Username and Password of the ServiceNow Licensing user with privileges as outlined in the Required Minimum Permissions for ServiceNow Licensing.

Results: 

In the ServiceNow Licensing Users tab, the ServiceNow Subscriptions appear in the Licenses column.
In the ServiceNow Licensing Activity tab, the ServiceNow Subscriptions appear in the License Type column.
6. As an option, enter the appropriate Custom Fields to fetch for user records. Begin each entry with u_ and separate multiple custom fields with commas.

Example: u_test1,u_test2 

The following table lists the data types that are supported for custom fields.

Data Types That Are Supported for Custom ServiceNow Fields in SaaS Management

Currency

Integer

Price

Date

Long

String

Date/Time

Percent Complete

Table Name

Decimal

 

 

7. Click Authorize.

For further information on managing and optimizing your organization’s ServiceNow Licensing licenses, see the following topics.

Editing User Roles to Access Out-of-the-Box ServiceNow Subscription Apps
Editing User Roles to Access the ServiceNow Application Module
Auto-Populated License Information for ServiceNow Licensing
Managing Available Licenses for ServiceNow Licensing
Microsoft Power BI Reporting for ServiceNow Licensing
Tracking Application Activity by License Type for License Differentiation
Reclaiming SaaS Licenses

Editing User Roles to Access Out-of-the-Box ServiceNow Subscription Apps

Users not assigned the subscription roles associated with an Out-of-the-Box (OOTB) subscription app can access these apps by having their roles edited in ServiceNow.

To edit user roles in ServiceNow for users to access OOTB subscription apps:

1. Go to the Navbar, enter sys_app_application.list, and then click Enter. The Application Menus page opens.
2. To open the appropriate Application Menu Record, click the link in the Title column.
3. Inside the Application Menu Record, go to Roles and click Edit to add or update the user role. All users assigned the added role can view and access the OOTB ServiceNow application in the Navbar.

Editing User Roles to Access the ServiceNow Application Module

The following steps explain how to edit user roles in ServiceNow so that users can access the application Module.

To edit user roles in ServiceNow for users to access the application Module:

1. Go to the Navbar, enter sys_app_module.list, and then click Enter. The Modules table opens.
2. To open the appropriate Module Record, click the link in the Title column.
3. Inside the Module Record, go to Roles and click Edit to add or update the user role. All users assigned the added role can view and access the application Module.

Auto-Populated License Information for ServiceNow Licensing

The SaaS Management integration with ServiceNow Licensing offers a License Information integration task that automatically retrieves every 24 hours the following information for the SaaS Management Licenses tab:

License Type 
Name (of the ServiceNow subscription application)
# of Items Allowed 
Effective Date 
Ending Date 
Subscription Type 
SKU Number 
Measured Role Types 

This auto-populated ServiceNow Licensing license information provides a more complete view of your ServiceNow SaaS entitlements and component usage by displaying:

Assigned entitlements
User’s license activity (based on the user’s last sign in and application usage).

Important:If you enable the License Information integration task, note the following:

If you have manually managed ServiceNow Licensing application licenses data in SaaS Management prior to enabling the License Information Integration task, then the managed application's license information you previously entered in the Licenses Tab will be overwritten with the data ingested from ServiceNow.
You need to enter and keep up to date the following Licenses Tab information. The License Information integration task does not pull in this information. The SaaS application’s annual spend calculation relies on entered and accurate license effective and ending dates.
Amount 
Currency 
Payment Frequency 
If the start and end dates are not available for an active ServiceNow subscription, the discovery date becomes the Effective Date and an empty Ending Date is displayed in the Licenses Tab . As a result, the license term is effective and will not expire.

To auto-populate ServiceNow Licensing license information, see Auto-Populating SaaS Application License Information. When the License Information integration task is enabled, the following fields in the Licenses tab are disabled as this information is automatically populated:

License Type 
Name 
# of Items Allowed 
Subscription Type 
SKU Number 
Measured Role Types 

The active and inactive ingested license data from ServiceNow can be compared against the Subscriptions data from the Subscription Overview dashboard of the Subscription Management application in ServiceNow.

Managing Available Licenses for ServiceNow Licensing

After the License Information integration task for Auto-Populated License Information for ServiceNow Licensing is enabled, you can add or remove the ServiceNow Licensing product licenses you wish to manage within SaaS Management. To manage available ServiceNow Licensing licenses, see Managing Available SaaS Application Licenses.

Note:If a user is not assigned any licenses, then the user is not filtered out of the ServiceNow Licensing Users tab, irrespective of the selection made under the Manage Available Licenses button on the Licenses tab. For further details, see What happens when a SaaS application’s license is filtered out?

Microsoft Power BI Reporting for ServiceNow Licensing

SaaS Management’s Microsoft Power BI report, which uses the SaaS Management API, provides the insights that enable improved governance and license management processes for complex ServiceNow environments. The Microsoft Power BI report insights can be shared with contacts within your organization who do not use SaaS Management.

To create the Microsoft Power BI report, see the ServiceNow Power BI Reporting for Flexera One’s SaaS Management Knowledge Base article.

API Endpoints for ServiceNow Licensing

Application Access

https://<<instance>>.service-now.com/api/now/stats/sys_user

 

https://<<instance>>.service-now.com/api/now/table/sys_user

Application Roster

https://<<instance>>.service-now.com/api/now/stats/license_role

 

https://<<instance>>.service-now.com/api/now/table/license_role

 

https://<<instance>>.service-now.com/api/now/stats/sys_user_has_role

 

https://<<instance>>.service-now.com/api/now/table/sys_user_has_role

 

https://<<instance>>.service-now.com/api/now/stats/sys_user_has_license

 

https://<<instance>>.service-now.com/api/now/table/sys_user_has_license

 

https://<<instance>>.service-now.com/api/now/stats/sys_user

 

https://<<instance>>.service-now.com/api/now/table/sys_user

 

https://<<instance>>.service-now.com/api/now/stats/sys_user_group

 

https://<<instance>>.service-now.com/api/now/table/sys_user_group

 

https://<<instance>>.service-now.com/api/now/stats/sys_user_grmember

 

https://<<instance>>.service-now.com/api/now/table/sys_user_grmember

 

https://<<instance>>.service-now.com/api/now/stats/sys_group_has_role

 

https://<<instance>>.service-now.com/api/now/table/sys_group_has_role

License Information

https://<<instance>>.service-now.com/api/now/table/license_details

 

https://<<instance>>.service-now.com/api/now/stats/license_has_family

 

https://<<instance>>.service-now.com/api/now/table/license_has_family

 

https://<<instance>>.service-now.com/api/now/table/sys_choice

 

https://<<instance>>.service-now.com/api/now/table/license_role_type

 

https://<>.service-now.com/api/now/stats/sys_app

 

https://<>.service-now.com/api/now/table/sys_app

 

https://<>.service-now.com/api/now/stats/license_role

 

https://<>.service-now.com/api/now/table/license_role

Product Consumption

https://<<instance>>.service-now.com/api/now/table/license_details

Reclamation

https://<<instance>>.service-now.com/api/now/v2/table/sys_user/{sys_id}

Setup

https://<<instance>>.service-now.com/api/now/table/sys_properties

 

https://<<instance>>.service-now.com/api/now/stats/sys_user_group

 

https://<<instance>>.service-now.com/api/now/table/sys_user_group

 

https://<<instance>>.service-now.com/api/now/stats/sys_group_has_role

 

https://<<instance>>.service-now.com/api/now/table/sys_group_has_role

 

https://<<instance>>.service-now.com/api/now/stats/license_role

 

https://<<instance>>.service-now.com/api/now/table/license_role

 

https://<<instance>>.service-now.com/api/now/stats/sys_app

 

https://<<instance>>.service-now.com/api/now/table/sys_app

 

https://<<instance>>.service-now.com/api/now/stats/sys_app_application

 

https://<<instance>>.service-now.com/api/now/table/sys_app_application

 

https://<<instance>>.service-now.com/api/now/stats/license_has_family

 

https://<<instance>>.service-now.com/api/now/table/license_has_family

Sub Application Accesses

https://<<instance>>.service-now.com/api/now/stats/ua_app_usage

 

https://<<instance>>.service-now.com/api/now/table/ua_app_usage

 

https://<<instance>>.service-now.com/api/now/stats/license_has_family

 

https://<<instance>>.service-now.com/api/now/table/license_has_family

 

https://<<instance>>.service-now.com/api/now/stats/sys_app

 

https://<<instance>>.service-now.com/api/now/table/sys_app

 

https://<>.service-now.com/api/now/stats/license_role

 

https://<>.service-now.com/api/now/table/license_role