03/05/2018
Jakarta Software Asset Management
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ServiceNow
Contents
Contents
Software Asset Management...................................................................................................................... 4
Software Asset Management.............................................................................................................. 4
Request Software Asset Management.....................................................................................4
Set up Software Asset Management....................................................................................... 5
Get started with Software Asset Management.........................................................................6
Software Asset Management overview.................................................................................... 7
Software license management............................................................................................... 25
Software discovery and normalization....................................................................................40
Software reconciliation for compliance...................................................................................50
Software installation optimization and usage......................................................................... 54
Software Asset Management administration.......................................................................... 60
Vendor Performance......................................................................................................................... 67
Vendor Performance process.................................................................................................68
Vendor Performance roles......................................................................................................69
Activate vendor performance..................................................................................................70
Installed with Vendor Performance........................................................................................ 70
Vendor Performance Overview module................................................................................. 72
Use Vendor Performance....................................................................................................... 75
Vendor scorecards..................................................................................................................84
Vendor decision matrixes..................................................................................................... 101
Using vendor bubble charts................................................................................................. 103
Vendor ticketing.................................................................................................................... 108
Index.......................................................................................................................................................... 129
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Software Asset Management
Software Asset Management
Software Asset Management solutions help your organization manage software assets and vendors.
Software Asset Management
The ServiceNow® Software Asset Management (SAM) application systematically tracks, evaluates, and
manages software licenses, compliance, and optimization. You can reclaim unused software rights,
purchase new software rights, and manage allocations for entitlements.
For the Software Asset Management plugin feature (com.snc.software_asset_management) of Asset
Management, see Software Asset Management plugin.
Explore
Set up
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•
•
•
Software Asset Management
release notes
Software Asset Management
overview on page 7
Request Software Asset
Management on page 4
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•
•
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Use
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•
•
•
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Set up Software Asset
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Management on page 5
Add a software model on page •
25
Add a software entitlement on
page 31
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Discovery models on page
45
Software Asset Management
Content Service on page
63
Migrate
Get started with Software
•
Asset Management on page
6
Software Asset Management
dashboard on page 8
Software reconciliation for
compliance on page 50
Run software reconciliation on
page 54
Software installation
optimization and usage on
page 54
Administer
Software Asset Management
migration on page 64
Software Asset Management
administration on page 60
Add a software pattern
normalization rule on page
48
Add a software reclamation
rule on page 55
Troubleshoot and get help
•
•
•
Ask or answer questions in the
Software Asset Management
community
Search the HI Knowledge
Base for known error articles
Contact ServiceNow Support
Request Software Asset Management
The Software Asset Management Premium (com.snc.samp) plugin requires a separate subscription and
must be activated by ServiceNow personnel. This plugin includes demo data and activates related plugins
if they are not already active.
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To purchase a subscription, contact your ServiceNow account manager. The account manager can
arrange to have the plugin activated on your organization's production and sub-production instances,
generally within a few days.
If you do not have an account manager, decide to delay activation after purchase, or want to evaluate the
product on a sub-production instance without charge, follow these steps.
Role required: none
1.
2.
In the HI Service Portal, click Service Catalog > Activate Plugin.
Fill out the form.
Target Instance
Instance on which to activate the plugin.
Plugin Name
Name of the plugin to activate.
Specify the date and time you would like this Date and time must be at least 2 business
plugin to be enabled
days from the current time.
Note: Plugins are activated in
two batches each business day in
the Pacific timezone, once in the
morning and once in the evening.
If the plugin must be activated at a
specific time, enter the request in
the Reason/Comments.
Reason/Comments
3.
Any information that would be helpful for the
ServiceNow personnel activating the plugin
such as if you need the plugin activated at
a specific time instead of during one of the
default activation windows.
Click Submit.
Set up Software Asset Management
Set up Software Asset Management after you have received your subscription and before configuration.
Role required: sam_admin
Once you have requested and obtained your Software Asset Management subscription from ServiceNow
personnel, complete these steps to set up Software Asset Management before you begin to use it.
1.
2.
Determine whether you are currently running the Software Asset Management
(com.snc.software_asset_management) plugin feature of Asset Management.
•
If so, complete the Software Asset Management migration on page 64 procedure.
•
This step automatically converts and adds new tables, forms and lists, fields and values, and
disables deprecated functionality. It also contains manual procedures for you to complete for
successful migration.
If not, proceed to the next step.
Determine whether Discovery is activated.
•
If so, run the Migrate software installs script.
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Software Asset Management
This step copies records from the [cmdb_ci_spkg] table to the [cmdb_sam_sw_install] table, so
that any previously discovered software installs are utilized by the Software Asset Management
application.
If not, activate and configure Discovery, which is essential for Software Asset Management
normalization.
For more information, see Discovery.
3.
Proceed to Get started with Software Asset Management on page 6 to begin using Software
Asset Management in your environment.
Get started with Software Asset Management
Get started with Software Asset Management to optimize management of software installations in your
environment.
Role required: sam_admin
After you have set up Software Asset Management, get started by completing these steps for basic
configuration.
1.
Create a software model for common software, such as Microsoft Office 2013, for example.
a) Navigate to Software Asset > Licensing > Software Models.
b)
Create a new record (see table for field descriptions).
Table 1: Software model form
Field
Example
Publisher
Microsoft
Product
Office
Discovery Mapping
Discovery map
Choose the discovery map that
corresponds with the version edition,
platform, and language.
The remaining fields are automatically
populated based on the discovery map.
2.
Version
2013
Edition
Professional Plus
Platform
Windows
Language
Anything
Create a basic per-user or per-device entitlement for the software.
a) Open the software model record you created.
b)
Scroll down to the Software Entitlements related list, and create a new Software Entitlements
record (see table for field descriptions).
The Software model field is automatically populated.
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Table 2: Software Entitlements form
3.
Example
Software model
Microsoft Office 2013 Professional Plus
License metric
Per User
Purchased rights
200
After discovery of software installed, run reconciliation to reconcile software rights owned against
software installed, with respect to discovery and software entitlements.
a) Navigate to Software Asset > Reconciliation > Run Reconciliation.
b)
4.
Field
Select the publisher on which to run reconciliation, or select all publishers, and click Proceed.
Allow time for the reconciliation process to complete, especially if you selected all publishers.
View reconciliation results that show the compliance status of your software products.
a) Navigate to Software Asset > Reconciliation > Reconciliation Results.
b)
Open the reconciliation result record to view product results.
c)
Open product result records to view compliance status of specific software models, such as
number of unlicensed installs and the true-up cost to become compliant.
d)
Open a software model result to view license metric compliance, and then drill down further into
the license metric results to view how rights were used.
For non-compliant product results, you can execute a remediation option from the Remediation
Option related list. You can also create a purchase order directly from the Remediation Option
form, which is integrated with the Procurement application. The purchase order fields are
automatically populated with the content from the software model result.
Depending on the compliance status of your software installations, you can choose to optimize your
environment further.
For example, you can add a reclamation rule to reclaim software rights that do not meet minimum usage
requirements so they can be allocated elsewhere. You can also add a pattern normalization rule to
normalize specific software products in your environment.
Software Asset Management overview
New functionality, roles, tables, scripts, UI policies, and business rules are added with this application.
Software Asset Management functionality consists of these main feature areas.
You can view the software installation results for your environment in the form of statistics and charts on
the Software Asset Management dashboard.
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Feature area
Description
Licensing
Software models created for all installed
software products are used to tie software
installations (software being used) with
entitlements (software owned).
Entitlements define license details and are
assigned to software models.
Discovery
A discovery process is used to discover the
software installed in your environment.
•
•
Discovery
Microsoft SCCM
A software discovery model is then matched to
discovered software installations.
Normalization
The normalization process compares the
discovered publisher, discovered product,
and discovered version values against
the ServiceNow repository of normalized
equivalents.
•
•
OOB Normalization Library
Optional Software Asset Management
Content Service that updates the
Normalization Library with pattern
normalization rules
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.
Reclamation candidates are generated for
unused software that can be used to reclaim
software rights.
Optimization
The reclamation process remediates noncompliance by uninstalling software from devices
and reclaiming those software rights.
This process can be automated using Client
Software Distribution (CSD).
To purchase additional licenses, you can create
a purchase order directly with Procurement
integration.
Software Asset Management dashboard
View true-up costs, optimization results, and compliance trend charts on the Software Asset Management
dashboard integrated with Performance Analytics.
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The Software Asset Management overview dashboard tab is accessed by navigating to Software Asset >
Overview. Click an element within a report to see more information, or add and move widgets as needed.
Results are updated daily, or whenever a new reconciliation result is available, and can be refreshed by
clicking the Refresh icon for each result. You can also save charts in PNG or JPG formats.
The graphs show important statistics about the software being tracked, including software that has
been allocated but is not being used, and the total number of unallocated licenses. In the Overview and
Optimization tabs, you can filter by publisher, product, and product classification to narrow the results.
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Overview
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Table 3: Overview tab
Report
Drill-down Navigation
Description
Total True-up Cost
Product Results list
Cost to be compliant based
on the average prices for
entitlements for the rights.
Publishers out of Compliance
Product Results list
Number of publishers that have
at least one software model out
of compliance.
Products out of Compliance
Product Results list
Number of products that have
at least one software model out
of compliance.
Potential Savings
Reclamation Candidates list
Cost saved if reclamation
candidates are reclaimed.
Top 10 Products by True-up
Cost
Product Results list
Greatest true-up costs by
product.
Top 10 Products by Potential
Savings
Reclamation Candidates list
Greatest potential savings by
product.
Optimization
The source for optimization data is the Reclamation Candidate [samp_sw_reclamation_candidate] table.
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Table 4: Optimization tab
Report
Filter condition
Reclamations Requiring Attention
State is Attention Required
Potential Savings
•
Created on This Year OR Active is true
•
OR
Closed on This Year AND Opened on Last
Year
Actual Savings YTD
Closed on This Year AND State is Closed
Complete
All Active Reclamations by State
Active is true
Top 10 Active Reclamations Breakdown
Active is true
Actual Savings per Month
State is Closed Complete AND Closed in Last 12
Months
Reclamation candidate state color key:
Color
State
Red
Attention Required
Green
Ready
Yellow
Awaiting Use
Orange
Awaiting Approval
Purple
Awaiting Revocation
Blue
Closed Complete
Compliance Analysis
Compliance analysis consists of time-series data using Performance Analytics to show the compliance
trends over time. The for compliance analysis data is the Product Result [samp_product_result] table.
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Table 5: Compliance trend: True-up Cost
Report
Description
True-up Cost
Cost to be compliant based on the average
prices for entitlements for the rights.
Publishers out of compliance
Number of publishers that have at least one
software model out of compliance.
Products out of compliance
Number of products that have at least one
software model out of compliance.
Potential savings
Cost saved if reclamation candidates are
reclaimed.
Breakdowns
Detailed list of the results.
Records
Detailed list of all product results, which can be
filtered by the day the reconciliation was run.
Table 6: Compliance trend: Over-licensed amount
Report
Description
Over-licensed amount
Cost of licenses owned but not being used.
Publishers over-licensed
Number of publishers that have at least one
software right not being used.
Products over-licensed
Number of products that have at least one
software right not being used.
Breakdowns
Detailed list of the results.
Records
Detailed list of all product results, which can be
filtered by the day the reconciliation was run.
Software Asset Management Microsoft and Oracle dashboard tabs
View compliance and optimization results related to Microsoft and Oracle on the Software Asset
Management dashboard.
Results are updated daily, or whenever a new reconciliation result is available, and can be refreshed by
clicking the Refresh icon for each result. You can also save charts in PNG or JPG formats.
Microsoft
You can manage Microsoft Server Software, such as SQL Server or Exchange Server, using Microsoft
publisher pack.
Note: The add-on Microsoft content pack (com.snc.samp.microsoft) plugin must be installed to
view the Microsoft dashboard tab.
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Table 7: Microsoft tab
Report
Drill-down Navigation
Description
Products out of Compliance
Product Results list
Number of products that have
at least one software model out
of compliance.
Total True-up Cost
Product Results list
Cost to be compliant based
on the average prices for
entitlements for the rights.
Over-Licensed Amount
Product Results list
Cost of licenses owned but not
being used.
Reclamations Requiring
Attention
Reclamation Candidates list
State is Attention Required
Potential Savings
Reclamation Candidates list
Cost saved if reclamation
candidates are reclaimed.
Actual Savings YTD
Reclamation Candidates list
Closed on This Year AND State
is Closed Complete
Top 10 Products by True-up
Cost
Product Results list
Greatest true-up costs by
product.
Top 10 Products by Potential
Savings
Reclamation Candidates list
Greatest potential savings by
product.
SQL Server Install Breakdown
Software Installations list
Total software installations per
SQL Server.
SQL Server Active Right
Breakdown
Software Entitlements list
Number of total active rights per
SQL Server.
Oracle
You can manage Oracle Server Software, such as Database Server, using Oracle publisher pack.
Note: The add-on Oracle content pack (com.snc.samp.oracle) plugin must be installed to view the
Oracle dashboard tab.
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Table 8: Oracle tab
Report
Source
Filter condition
Products out of Compliance
Product Results list
Number of products that have
at least one software model out
of compliance.
Total True-up Cost
Product Results list
Cost to be compliant based
on the average prices for
entitlements for the rights.
Over-Licensed Amount
Product Results list
Cost of licenses owned but not
being used.
Top 10 Oracle Products by
True-up Cost
Product Results list
Greatest true-up costs by
product.
Database Instances by Edition
Oracle Instances list
Total number of database
instances by database edition.
Top 10 Database Instances by
Client Access Users
Client Access list
Database instances with the
greatest number of client
access users.
Software Asset Management roles
Software Asset Management adds the following roles.
Table 9: Roles
Role
Description
sam_admin
Inherits the sam_user role and has permission to
run reconciliation and manage reclamation rules.
sam_user
Able to access all features except administrative.
Users with the sam_user or sam_admin role can view the overview page and refresh, add, delete, and
rearrange reports and other widgets.
Installed with Software Asset Management
Tables, properties, user roles, script includes, client scripts, UI policies, and business rules are installed
with Software Asset Management.
Activating the Software Asset Management plugin adds these components.
Demo data is available with Software Asset Management.
Tables
Software Asset Management adds the following tables.
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Table
Description
Client Access [samp_sw_client_access]
Number of users or devices using a given
software model.
Custom Software Product
[samp_custom_sw_product]
Custom software products.
Custom Software Publisher
[samp_custom_sw_publisher]
Custom software publishers.
Device Allocations [alm_entitlement_asset]
Allocation of software entitlement rights to a
device.
License Key [samp_sw_license_key]
License keys and entitlements they are
associated with.
License Metric Results
[samp_license_metric_result]
Reconciliation results for a given software model
and license metric.
Metric Attributes [samp_sw_metric_attribute]
Attributes to be used for reconciliation for
specific metric group, license metric, and
software model combination.
Oracle Options [samp_oracle_options]
Oracle options discovered which are enabled for
Oracle enterprise database.
Pattern Normalization Rule
[samp_pattern_normalization_client_rule]
Custom pattern normalization rules.
Processor Definition [samp_processor_definition] Describes a computer in terms of the attributes
IBM uses for its PVU licensing model. A row
can be associated with one or more discovered
computers if they are all identical in terms of the
attributes used for PVU licensing.
Processor Mapping [samp_processor_mapping]
Encodes the information specified by the IBM
Table of Processor Value Units per core and
is used in matching a computer processor
definition to a PVU cost for that computer. Each
row in this table is a mapping between a set of
processors and the associated PVU cost (per
core).
Product Result [samp_product_result]
Reconciliation results at the software product
level.
Reclamation Candidate
[samp_sw_reclamation_candidate]
Reclamation candidates reclaim software
resources.
Reclamation Rule [samp_sw_reclamation_rule]
Reclamation rules that created reclamation
candidates.
Reconciliation Result
[samp_reconciliation_result]
Top-level results for a given reconciliation run.
Remediation Option [samp_remediation_option]
Remediation options created providing different
purchasing options.
Rights Used By [samp_entitlement_result]
User or device used the rights for the license
metric results.
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Table
Description
Software Discovery Model
[cmdb_sam_sw_discovery_model]
A unique and definitive list of all software found
by a discovery tool.
Software Entitlement [alm_license]
Entitlements created.
Software Installation [cmdb_sam_sw_install]
Association of software discovery models and
the hardware on which they are installed.
Software Model
[cmdb_software_product_model]
Discovery model mapping.
Software Model Result
[samp_software_model_result]
Reconciliation results at the software model
level.
Suite Component [cmdb_m2m_suite_model]
Suites and bundles.
Software Usage [samp_sw_usage]
Usage of software on a per-month basis.
User Allocations [alm_entitlement_user]
Allocation of software entitlement rights to a
user.
Script includes
Software Asset Management adds the following script includes.
Name
Description
ContentServiceOptUtil
Utility for content service opt in and opt out.
ProcessorNormalizationUtils
Contains utilities for normalizing the processor
names.
ReclamationCandidateAPI
Utilities for handling reclamation workflow.
SAMPContent
Handles SAM content upload and download.
SAMPReclamationUtil
Contains utilities to map usage to reclamation
flow.
SampReferenceQualifier
Contains utilities for reference qualifiers.
SAMPremiumUtils
Contains SAM Core Utilities.
SampSuiteEngine
Contains functions for handling suite inference
on software installations.
SoftwareEntitlementAllocationFilter
Script that contains the filters for the allocation
software models for software entitlements.
SoftwareEntitlementLicenseKeyFilter
Script that contains the filters for the license keys
associated with a software entitlement.
SoftwareModelAPI
Creates a software model given a product
definition sys_id.
SoftwarePackage
Manages software-package-related operations.
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Client scripts
Software Asset Management adds the following client scripts.
Name
Table
Description
Change product when publisher Software Usage
changes
[samp_sw_usage]
Changes product when
publisher changes.
Changing Company blanks out
Product
Pattern Normalization Rule
After changing company, blank
[samp_pattern_normalization_client_rule]
out product field.
Clear attribute value field
Metric Attributes
[samp_sw_metric_attribute]
Clears attribute value when
attribute value is unlimited is
present.
Clear attribute value is unlimited Metric Attributes
field
[samp_sw_metric_attribute]
Clears attribute value is
unlimited when attribute value is
present.
Default Order
Downgrades/Upgrades
[samp_downgrade_model]
Default value for the order field
when creating new records.
Hide attribute unlimited for
minimum
Default Metric Attributes
Hides Attribute value of
[samp_sw_default_metric_attribute]
Unlimited for minimum
attributes.
Populate fields related to install
Reclamation Candidate
Populates fields related to
[samp_sw_reclamation_candidate]software install.
Populate publisher for product if Software Usage
empty
[samp_sw_usage]
Populates publisher for product
if empty.
Set assignment group default
value
Reclamation Candidate
Sets assignment group default
[samp_sw_reclamation_candidate]value
Set Publisher from Product
when empty
Content Pattern
If a Product is selected and
Normalization Rule
the norm_publisher field is
[samp_pattern_normalization_rule]empty, the norm_publisher
field should be set to the same
manufacturer that is on the
Software Product. The same
logic applies for the Product
Type field. If empty, set from
the Product details.
Validate attribute value field
Default Metric Attributes
Validates the value of the
[samp_sw_default_metric_attribute]
attribute value field.
UI policies
Software Asset Management adds the following UI policies.
Name
Table
Checking empty publisher should clear publisher Content Pattern Normalization Rule
[samp_pattern_normalization_rule]
Control days before reclamation
Reclamation Rule [samp_sw_reclamation_rule]
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Name
Table
Ensure non-negative counts
Client Access [samp_sw_client_access]
Hide edition when edition operator is not specific Discovery Map [samp_sw_entitlement_definition]
Hide publishers field if reconciliation ran for all
publishers
Reconciliation Result
[samp_reconciliation_result]
Hide version when version operator is not
specific
Discovery Map [samp_sw_entitlement_definition]
Make CI read only
Reclamation Candidate
[samp_sw_reclamation_candidate]
Make fields read only after workflow trigger
Reclamation Candidate
[samp_sw_reclamation_candidate]
Mark fields mandatory for custom products
Custom Software Product
[samp_custom_sw_product]
Make install ready only after insert
Reclamation Candidate
[samp_sw_reclamation_candidate]
Notify user change actions
Reclamation Candidate
[samp_sw_reclamation_candidate]
Populating discovered publisher unchecks
discovered publisher is empty
Content Pattern Normalization Rule
[samp_pattern_normalization_rule]
Show Downgrades/Upgrades related list only for
Per User and Per Device license metrics
License Metric Results
[samp_license_metric_result]
Software product attributes should be read only
for out of box software products
Software Product [samp_sw_product]
Business rules
Software Asset Management adds the following business rules.
Name
Table
Attribute value is unlimited is not true
Default Metric Attributes
[samp_sw_default_metric_attribute]
Attribute value is unlimited is not true
Metric Attributes [samp_sw_metric_attribute]
Attribute value not empty
Default Metric Attributes
[samp_sw_default_metric_attribute]
Attribute value not empty
Metric Attributes [samp_sw_metric_attribute]
Auto generate name
Reclamation Candidate
[samp_sw_reclamation_candidate]
Build primary key on insert
Software Usage [samp_sw_usage]
Cache product
Product Result [samp_product_result]
Check integer fields not negative
Software Usage [samp_sw_usage]
Check product and publisher match
Software Usage [samp_sw_usage]
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Name
Table
Check year is number
Software Usage [samp_sw_usage]
Clean product map upon deletion
Custom Software Product
[samp_custom_sw_product]
Create delta product
Client Access [samp_sw_client_access]
Create delta product
Downgrades/Upgrades
[samp_downgrade_model]
Date Validation
Downgrades/Upgrades
[samp_downgrade_model]
Default Order
Downgrades/Upgrades
[samp_downgrade_model]
Ensure non-negative counts on save
Client Access [samp_sw_client_access]
Ensure potential savings is not negative
Reclamation Candidate
[samp_sw_reclamation_candidate]
License validation
Downgrades/Upgrades
[samp_downgrade_model]
Link Core Company to SW Publisher
Pattern Normalization Rule
[samp_pattern_normalization_client_rule]
Link the processor mapping
Processor definition [samp_processor_definition]
Metric result display name
License Metric Results
[samp_license_metric_result]
Populate install related fields
Reclamation Candidate
[samp_sw_reclamation_candidate]
Prevent duplicate key/entitlement
License Key [samp_sw_license_key]
Prevent duplicate reclamation candidate
Reclamation Candidate
[samp_sw_reclamation_candidate]
Process before create or update action
Custom Software Product
[samp_custom_sw_product]
Publisher should be empty if checked
Content Pattern Normalization Rule
[samp_pattern_normalization_rule]
Rebuild primary key on update
Software Usage [samp_sw_usage]
Remediation result display name
Remediation Option [samp_remediation_option]
Set CDS Upload property
Software Asset Configuration
[samp_configuration]
Set state ready when qualify
Reclamation Candidate
[samp_sw_reclamation_candidate]
Validate attribute value change
Default Metric Attributes
[samp_sw_default_metric_attribute]
Validate attribute value change
Metric Attributes [samp_sw_metric_attribute]
Validate days before auto-reclamation
Reclamation Candidate
[samp_sw_reclamation_candidate]
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Name
Table
Validate days before auto-reclamation
Reclamation Rule [samp_sw_reclamation_rule]
Validate total hours used
Reclamation Rule [samp_sw_reclamation_rule]
Upgrade delete logic
Upgrade Entitlement
[samp_upgraded_entitlement]
Upgrade Insert and update logic
Upgrade Entitlement
[samp_upgraded_entitlement]
Update manufacturer references
Software publisher [samp_sw_publisher]
Software license management
You can set up software entitlements that are used during reconciliation to compare software rights owned
to software installed, including those for named users, devices, and cores.
Software licenses are based on models that you create to organize software licenses in meaningful ways.
Different license metric calculations determine how software is counted.
Software licenses can also be associated with a contract which enables a company to cover software
licenses for multiple assets or users. You can manage and track software contracts using the Contract
Management application.
Software Entitlements
Software asset managers can allocate one or more rights to a user or device to use certain software.
For example, say a company purchases a software entitlement for 100 rights. From the software
entitlement, 100 employee or machine allocations are created that are rightfully assigned a license. If
Discovery finds the software installed on 200 machines, the software asset manager must identify the
employees or machines that have the software installed without a license, and remediate the situation.
Built-in rules are used to help prevent allocating more rights than have been purchased. Asset tags can be
used to track and identify specific software entitlements.
Benefits of using software entitlements:
•
•
If the overall license allotment is exceeded, the asset manager can rapidly address the problem and
return to compliant status by either removing unauthorized software or ordering more licenses.
If the license allotment is not being used completely, the asset manager can respond by lowering the
number of licenses purchased in the future.
Add a software model
Software models are used to connect purchased software rights with discovered software installations.
Additionally, software models can be used to manage suites of software as well as to publish requestable
software to the Service Catalog.
Role required: sam_user or model_manager
Manage software available and tie software installations (software being used) with entitlements (software
owned) using software models. Create software models for all software to be monitored.
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Note: Users with the model_manager role can navigate to Product Catalog > Product Model >
Software Models, but cannot administer all aspects of software models.
1.
Navigate to Software Asset > Licensing > Software Models and create a new record (see table for
field descriptions).
Table 10: Software Model form
Field
Description
Display name
[Read-only] Name of the
model. The system property
glide.cmdb_model.display_name.shorten
controls how software model display names
are generated. System administrators can
configure this property.
Default format is publisher + product +
version + edition.
Publisher
Publisher of the software. You can use the
lookup list provided.
Note: Publisher is a reference to
the company [core_company]. Only
companies you are using internally
are shown.
If the publisher and product do not exist, you
can Add a custom software product on page
61.
Product
Software product name (of type Licensable).
The same lookup list provided on the
Software Discovery Models form.
Note: If the relationship
between the software publisher
[samp_sw_publisher] and company
[core_company] is not correct,
products for that publisher may not
be shown.
General
Short description
A brief description of the model.
Cost
The cost of a single unit of the software.
GA release date
Date the software became generally
available to the market.
End of life date
Date the software was no longer supported
by the publisher.
Next version
Reference to another software model of the
same manufacturer which represents the
next version of the product.
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Field
Description
Owner
The person responsible for the model.
Status
The current status of the model. Options are
In Production, Retired, and Sold.
Certified
The option that determines whether the
model has been approved for use.
Discovery Mapping
Discovery map
A predefined set of conditions that
determine which software discovery models
get mapped to which software models.
Purchased rights are only applied to
software discovery models that meet the
condition. This matching is important for
reconciliation.
There are discovery maps provided, or
you can choose to specify the condition
information directly instead.
You can verify which discovery models get
mapped to the software model by clicking
the Show Matching Discovery Models
related link.
Version condition
Condition qualifier for the Version field.
•
•
•
starts with
is
is anything
Default is is anything
Version
Version of the software product.
Required if version condition value is starts
with or is.
Edition condition
Condition qualifier for the Edition field.
Default is is anything.
•
•
•
Edition
starts with
is
is anything
Edition of the software product to use when
searching for the normalized discovery
model.
Required if edition condition value is starts
with or is.
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Field
Description
Platform
Platform of the software product to
use when searching for the normalized
discovery model.
Default is --Anything-- for Windows, Mac,
Unix.
Language
Language of the software product to
use when searching for the normalized
discovery model, which is populated once it
has been normalized or added manually.
Default is --Anything--.
Product Catalog
Catalog Item
The information about the model as it
appears in the product catalog and service
catalog.
Information only appears if the model has
been published to the product catalog.
2.
3.
4.
Description
Description of the software model as it
appears in the product catalog.
Picture
An image of the software logo can be
added. This logo appears in the Service
Catalog if the software model is published.
The Software Suites related list consists of parent and child software suite configuration.
To show the list of discovery models that match the software publisher and product fields of the
software model, under Related Links, click Show Matching Discovery Models.
The Discovery Models list is opened in a new browser tab for your information.
To publish the software model to the product catalog, under Related Links, click Publish to Software
Catalog and select a category for the software model.
The values set in the Product Catalog related list are published.
To perform additional configuration, in the Software Models list, select the new software model record.
a) Add a software entitlement on page 31.
b)
Create a vendor catalog item.
c)
Add a software client access record on page 60.
d)
In the Metric Attributes related list, click a metric attribute to set the attribute value field (see table
for field descriptions).
The Metric Attributes related list contains metric values set in software entitlements and is used
for reconciliation (metric group, license metric, and software model combination).
For more information, see Software license metrics on page 37.
Table 11: Metric Attributes form
Field
Description
Software model
Software model associated with the
metric attributes.
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Field
Description
Metric group
Grouping for the software metric.
If you have optional publisher packs
installed that the software applies to,
those options are shown. Otherwise,
the metric group value is Common.
License metric
The license metric that the software
license is counted against when
reconciliation is run (per user, per
device, for example).
Description
Attribute type description that is based
on license metric value.
Attribute
Attribute type for reconciling
entitlements license metric.
•
•
•
•
•
•
•
Maximum active OSEs per server
Maximum installs per OSE
Maximum installs per right: For Per
User, Per Device, Per Named User,
and Per Named Device.
Maximum processors per right
Minimum users per processor
Minimum cores per processor
Minimum cores per server
Attribute value
Value of the attribute (integer).
Attribute value is unlimited
If checked, the attribute is unlimited.
Create and manage a software suite
Create a suite and add the corresponding components to the suite so the rights that your organization
owns are counted accurately during reconciliation.
Role required: sam_user or model_manager
A software suite is a group of related software offered as one unit. An example is the Microsoft Office
Professional suite of office productivity software tools that includes PowerPoint, Word, Excel, Outlook, and
Access.
For any software model, you have the option to specify whether the model is a suite (parent) or a
component (child). A software model can be a component in multiple suites. For example, Microsoft Word
is a component in Microsoft Office Standard and Microsoft Office Professional. Although you can set a
single software model as both a suite and a component, software is not typically sold as nested suites.
Use the Inference percent and Mandatory fields for even greater control of suites.
•
•
Inference percent: specifies what percentage of the components in the suite must be installed for the
software to be identified as a suite.
Mandatory: enforces whether a specific component in a suite must be installed to infer that the suite is
installed. Choices are: Optional, Always Mandatory, Mandatory Group.
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For example, say you specify the Inference percent as 80% and set the Mandatory field to Always
Mandatory on Microsoft Access. These settings specify that Microsoft Access must be installed, along
with three out of four other products (Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft
Outlook) to infer that Microsoft Office Professional is installed on a device.
When a suite parent is detected during reconciliation, the suite components do not count for the individual
license.
Note: Users with the model_manager role can navigate to Product Catalog > Product Model >
Software Models, but cannot administer all aspects of software models.
1.
2.
Navigate to Software Asset > Licensing > Software Models and open the software model record to
add suite configuration to.
Configure the software model as a suite parent or child.
•
To make the software model a suite parent, in the Suite Components related list, create a record to
specify the child software model to include in the suite (see table for field descriptions).
Table 12: Suite Components fields
Field
Description
Inference percent
The percentage of suite components that
need to be present on a system to count
as a suite. Used for suite management.
Software installations on the same
device and assigned to same user that
meet the inference percent could be
considered a suite.
For example, if the inference percent
for a suite of five products is set to 60%
and three software installs on the same
device, or assigned to the same user,
are discovered, all three installations are
considered a suite.
Suite child
The child product or products of the
suite. For example, Microsoft Word and
Microsoft Excel are child products of
Microsoft Office.
Mandatory
Determines whether a suite component
is optional, mandatory, or part of a
mandatory group.
Set to Always Mandatory if the software
must be installed to count the model as a
suite.
•
To make the software model a suite child item, in the Suite Parents related list, create a record to
add the parent software model to which this software must belong (see table for field descriptions).
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Table 13: Suite Parents fields
Field
Description
Suite parent
The parent suites to which the software
is assigned. For example, the parent
suite for several common Microsoft
products is a version of Microsoft Office.
Mandatory
Determines whether a suite component
is optional, mandatory, or part of a
mandatory group.
Set to Always Mandatory if the software
must be installed to count the model as a
suite.
Add a software entitlement
Software entitlements enable you to define license details that are matched to software models.
Role required: sam_user
Software entitlements are stored in the Software Entitlement [alm_license] table.
Note: Entitlements are assigned to software models, which are different than software discovery
models.
1.
Navigate to Software Asset > Licensing > Software Entitlements and create a new record (see
table for field descriptions).
Table 14: Software Entitlement form
Field
Description
Display name
Automatically generated name based on
asset tag and model.
Asset tag
Specify the serial number and the bar code
for tracking the asset.
Publisher part number
Select publisher part number from the
lookup list of predefined software that may
have already been purchased.
If the software model already exists, the
Software model field is automatically
populated.
If the software model does not exist, it will
automatically create it for you directly from
this form.
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Field
Description
Software model
If the software model for the asset has not
already been populated, select the software
model to match the entitlement.
Once the discovery map is selected,
software model, product type, publisher, and
license metric are automatically populated.
If the software model discovery map is not
on the lookup list, you can choose one
from a list of discovery maps which will
automatically replace the software model,
product type, and license metric.
Note: A warning message is shown
if the publisher part number is not
associated with the publisher and
product for the software model.
You can either change the software
model, or save the entitlement as is.
Database option
Specify the Oracle Database option or
management pack. Each purchased Oracle
Database option requires a separate
software entitlement.
Note: This field is shown only when
configuring entitlements that meet
the following conditions:
•
•
Product type
The Product field on the
software model form is DB
Server.
The Metric group field is set to
Oracle, which requires special
licensing.
Specify the product type.
•
•
Full
Upgrade
When upgrade is selected, the Upgraded
Entitlements related list is shown, which
is used to specify the entitlements you
are upgrading from.
This field becomes read-only after the form
has been submitted.
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Field
Description
Metric group
Select the metric group for the software.
Each metric group has a set of license
metrics that are specific to the publisher.
•
•
•
Common
Microsoft (add-on)
Oracle (add-on)
Microsoft and Oracle publisher packs
are available as add-ons that provide the
capability to manage software licensed
under Microsoft and Oracle licensing
models.
You can view Microsoft and Oracle
compliance and optimization results on the
Software Asset Management dashboard on
page 8.
License metric
Select the license metric for the license
group that the software license is counted
against when reconciliation is run.
Point to the reference field icon to view the
license calculation.
•
Common:
•
Per Core, Per Device, Per Named
Device, Per Named User, Per Processor
(CPU count), and Per User
Microsoft (add-on):
•
Device CAL, Per Core (Physical Core),
Per Core (Virtual OSE), Per Core (with
CAL), Per Device, Per Processor, Per
User, Server (Per Instance), Server (Per
Server), and User CAL
Oracle (add-on):
Named User Plus and Per Processor
Note: For Oracle Per Processor
metric type, Hyper-Threading
must be enabled if you are using
a virtual machine (VM) running
Amazon Web Services (AWS)
For more information, see Software license
metrics on page 37.
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Field
Description
Agreement type
Select the agreement type.
•
•
•
Generic
Enterprise Level Agreement: Only shown
when the License Metric Group field is
Common or Microsoft
Unlimited Level Agreement: Only shown
when the License Metric Group field is
Oracle.
Note: If the agreement type is
Enterprise Level Agreement or
Unlimited Level Agreement, the
Status is Compliant even if there
are unlicensed installations.
Purchased rights
Specify the number of rights that you are
purchasing.
The number of purchased rights for the new
entitlement gets set in the Active rights
field.
Active rights
Read-only. Specifies the number of
entitlements to be granted for this license.
Note: If an enterprise contract is
attached to the license, the Active
rights field is not shown.
Allocations available
Read-only. Specifies the number of user
or device allocations that have not been
created for an entitlement.
Allocations available = (number of active
rights) - (sum of all allocation quantities)
General
Serial number
Unique number assigned for identification of
the asset.
Owned by
User or department with financial ownership
of the asset. Can be different than the
manager.
State
Current state of the asset. Values include
On order, In stock, In transit, In use,
Consumed, In maintenance, Retired, and
Missing.
If the state is Retired, the Active rights field
is set to 0.
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Field
Description
Substate
More details about the software license
stage. The available substate settings
depend on the State selected.
For example, if you select the Retired
state, the substate options available are
Disposed, Sold, Donated, and Vendor
credit.
Company
Company to which this asset belongs.
Location
Where the license is used. For example, a
specific site, country, or region.
Department
Department of the person Assigned to this
software license.
Financial
Cost
Cost of the software.
Note: Required for total cost and
savings calculations on the Software
Asset Management dashboard on
page 8.
For additional field descriptions, see create
assets in Asset Management.
The Contracts related list contains contract details.
The User or Device Allocations related list contains entitlement allocations.
Note: This related list is only shown when the License Metric field is Per User or Per Device
2.
The Activities related list contains work notes for the asset.
To perform additional configuration, in the Software Entitlements list, select the new software
entitlement record.
a) To set upgrade and downgrade entitlements, in the Downgrades/Upgrades related list, create
a new record to specify which software models to which you have upgrade or downgrade rights
(see table for field descriptions).
This allows you to set entitlement to previous or future versions of software (for example, the
purchase of Office Professional Plus 2016 rights entitles you to Office Professional Plus 2013 as
well).
Table 15: Downgrades/Upgrades form
Field
Description
Software entitlement
Software entitlement with which the
upgrade/downgrade is associated.
Software model
Software model of the entitlement.
Order
Order of the upgrade/downgrade.
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Field
Description
Start date
Start date of the upgrade/downgrade.
End date
End date of the upgrade/downgrade.
b)
To set up cost-tracking details, configure Expense Lines.
c)
To manage license keys, in the License Keys related list, create a new record to specify the
licenses keys allocated to entitlements (see table for field descriptions).
Table 16: License Key form
d)
Field
Description
Is allocated
When checked, the license key has
been allocated.
License key
License key value. Must be unique per
entitlement.
Software entitlement
Software entitlement associated with
the license key.
If the product type is an upgrade, to specify the entitlements from which you are upgrading, in the
Upgraded Entitlements related list, create a new record (see table for field descriptions).
You can upgrade previously owned rights for a particular version of software to a newer version
(for example, Office Professional Plus 2013 to Office Professional Plus 2016).
You can add multiple upgrade entitlements in the Upgraded Entitlements related list.
Note: The rights from entitlements that you are upgrading from get deactivated when you
upgrade because they are moved to the new entitlement.
Table 17: Upgraded Entitlements form
Field
Description
From Entitlement
The entitlement from which rights are
upgraded.
Number of rights
Number of rights to upgrade.
Add an entitlement allocation
A user or device allocation can be added to a software entitlement to specify a user or device to which
rights have been allocated.
Role required: sam_user
User allocations are stored in the User Allocations [alm_entitlement_user] table. Device allocations are
stored in the Device Allocations [alm_entitlement_asset] table.
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Note: The total of all allocation quantities cannot exceed the total number of rights for the
entitlement.
1.
2.
Navigate to Software Asset > Licensing > Software Entitlements and open the software entitlement
record to add allocations to.
Click the applicable allocations related list (User Allocations or Device Allocations) to configure (see
table for field descriptions).
Note: The allocations related list that is shown pertains to the license metric that you chose.
Only one related list for allocations is shown.
Table 18: Allocations
Field
Description
User Allocations
Assigned to
The user to which the license is allocated.
Software Model
Automatically set based on entitlements
software model.
Quantity
Quantity of rights allocated to this user.
Default is 1.
Multiple rights come into play in the case
where many rights are needed to fully
license a device or user, such as with per
core.
License Key
License key of the software.
Device Allocations
Assigned to
The device to which the license is allocated.
Software Model
Automatically set based on entitlements
software model.
Quantity
Quantity of licenses allocated to this user.
Default is 1.
Multiple licenses come into play in the case
where licenses are allocated per core and
multiple core rights are needed.
License Key
License key of the software.
Software license metrics
License metrics are set in software entitlements and are used for reconciliation (metric group, license
metric, and software model combination).
Each metric group has a set of license metrics that are specific to the publisher.
You can view the Metric Attributes related list in software models to set the attribute value.
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Microsoft and Oracle publisher packs are available as add-ons that provide the capability to manage
software licensed under Microsoft and Oracle licensing models.
You can view the license calculation for a license metric by pointing to the reference field icon in the
License metric field in the software entitlement.
Table 19: License metrics
Metric group
License metric
Common
•
•
•
•
•
•
Microsoft (Add-on)
Note: Not visible unless Microsoft
content pack is installed.
•
•
•
•
•
•
•
•
•
•
Per Core: Licenses cores on a physical
server or virtual machine.
([CPU core count] * [CPU count])
Per Device: Licenses a device for a number
of installations of software.
Per Named Device: Licenses a specific
device for a number of installations of
software.
Per Named User: Licenses a specific user for
a number of installations of software.
Per Processor (CPU count): Licenses
processors on either a physical server or
virtual machine.
Per User: Licenses a user for a number of
installations of software.
Device CAL: Licenses a number of device
client access licenses to server software.
Per Core (Physical Core): Licenses cores on
a physical server.
Per Core (Virtual OSE): Licenses the virtual
cores that support virtual machines.
Per Core (with CAL): Licenses cores on a
physical server as well as a number of installs
in physical and/or virtual Operating System
Environments (OSE).
Per Device: Licenses a device for a number
of installations of software.
Per Processor: Licenses a set number of
processors on a physical server.
Per User: Licenses a user for a number of
installations of software.
Server (Per Instance): Licenses a set number
of software installs on either a physical server
or virtual machine.
Server (Per Server): Licenses all software
installs on a physical server and any virtual
machines hosted by the physical server.
User CAL: Licenses a number of user client
access licenses to server software.
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Metric group
License metric
Oracle (Add-on)
•
Note: Not visible unless Oracle content
pack is installed.
•
Software Asset Management
Named User Plus: Licenses the number of
users accessing a product.
Per Processor: Licenses the number of cores
on a processor.
Note: For Oracle Per Processor
license metric, Hyper-Threading must
be enabled if you are using a virtual
machine (VM) running Amazon Web
Services (AWS).
Oracle metric group database options
Oracle Database options and management packs that enhance the capabilities of Oracle Database in
specific application environments are licensed separately. Therefore, separate entitlements are required for
each product.
Note: The Oracle Database option field is shown only when configuring entitlements that meet
the following conditions:
•
•
The Product field on the software model form is DB Server.
The Metric group field on the entitlements form is set to Oracle, which requires special
licensing.
Table 20: Oracle Database options
Category
Product
Oracle Database options
Active Data Guard
Advanced Analytics
Advanced Compression
Advanced Security
Airlines Data Model
Communications Data Model
Database In-Memory
Database Vault
Label Security
Multitenant
On-Line Analytical Processing (OLAP)
Partitioning
Real Application Clusters One Node
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Product
Real Application Clusters (Oracle RAC)
Real Application Testing
Retail Data Model
Spatial and Graph
TimesTen Application-Tier Database Cache
Utilities Data Model
Oracle management packs
Database Lifecycle Management Pack
Diagnostics Pack
Tuning Pack
Cloud Management Pack for Oracle Database
Data Masking and Subsetting Pack
Software discovery and normalization
ServiceNow Discovery is used to automatically populate the Software Installations table so the software
can be normalized and reconciled.
Discovery
The discovery process consists of automatically discovering software used at your organization, which can
be done either using ServiceNow Discovery, or using SCCM integration.
For more information, see Collect software data with either SCCM or Discovery and Discovery with
Software Asset Management.
Note: To use Discovery, the Discovery plugin must be activated.
Discovery uses patterns in the discovery process that can be created or customized. The base system
contains a wide range of patterns that cover most industry standard network devices and applications.
Software Asset Management automatically leverages SQL Server, Exchange Server, and Oracle Database
Server specifically, but other patterns can be customized for use by Software Asset Management, if
needed.
Discovered software is stored in the Software Installations [cmdb_sam_sw_install] table.
Note: If you are already running Discovery but have not used a version of Software Asset
Management previously, run the Migrate software installations on page 62 script to copy
records from the [cmdb_ci_spkg] table to the [cmdb_sam_sw_install] table, so that any previously
discovered software installs are utilized by the Software Asset Management application.
When software install records are written to the Software Installations table, a business rule verifies
whether the unique combination of the discovered publisher, discovered product, and discovered version
already exist in the Discovery Model table.
•
If so, the reference to the discovery model is set in the Software Installations table.
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If not, a new record is created in the Discovery Model table, and that discovery model reference is set in
the Software Installations table.
After discovery, normalization is run.
Normalization
The normalization process compares the discovered publisher, discovered product, and discovered
version values against the ServiceNow repository of normalized equivalents. Matches are added to the
corresponding normalized fields (publisher, product, and version) of the Discovery Model table. The
normalized fields are then used to match up entitlements purchased, and to compute license positions.
For example, the discovered publisher Microsoft Corp could be normalized to Microsoft for the
normalized publisher field.
The second part of the normalization process looks for pattern matches between discovered fields and
normalized values, and updates the normalized fields accordingly. This scheduled job runs daily by default
but the frequency can be changed.
Both normalization processes must be completed for normalization be to be effective. Since the scheduled
job for normalization does not run in conjunction with additions to the Software Installations table, View job
results to verify that the job ran successfully if normalization results do not look accurate.
The scheduled job for the normalization process is daily but it can be changed. Whenever a new discovery
model is created, the normalization process is run.
Normalization status can have six different results:
Table 21: Normalization status
Status
Description
Normalized
A discovery model was fully normalized based
on publisher, product, version fields. No fields
are editable.
Partially Normalized
A discovery model was partially normalized
based on publisher and product fields only.
In this case, the version field is editable and
once that information is added the normalization
status is changed to Manually Normalized.
Publisher Normalized
A discovery model partially normalized based
on publisher field alone. In this case, the version
and product fields are editable, and once that
information is added the normalization process is
changed to Manually Normalized.
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Status
Description
Match Not Found
The normalization process could not match any
of the three key fields of the discovery model
with a rule in the Software Library. In this case,
all of the key fields are editable and once the
information is added the normalization status is
changed to Manually Normalized.
Match Not Found status could occur if a
normalization rule for the software does not
exist.
For example, if the organization created custom
software specific to their organization.
Manually Normalized
A discovery model was partially or publisher
normalized and other key fields were filled in
manually.
New
The software discovery model has not yet run
through the normalization process.
You can opt in to the Software Asset Management Content Service that enables you to provide missed and
not fully normalized software discovery models to ServiceNow for research. New content and rules created
are provided back to customers to continually improve software normalization.
Software installations discovered
The Software Installations list contains the software installed in your organization and is automatically
populated by discovery.
Installed software is placed in the Software Installation [cmdb_sam_sw_install] table by Discovery, and a
primary key is built (using Publisher, Display Name, and Version fields).
Discovery then automatically matches the discovered software installation with a new or existing software
discovery model using the primary key.
Table 22: Software Installation form
Field
Description
Display name
Name of the software installation as it appears
in the record lists. Can be a combination of the
discovered product name and edition.
Discovery model
Software discovery model that represents the
installed software.
Publisher
Publisher of the software.
Version
Version of the software.
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Field
Description
Edition Override
Override of the software edition setting.
If the edition for the software was not
discovered, you can edit this field to set the
edition, if known, so reconciliation can be
performed successfully.
For more information, see Manually override
edition value on page 43.
Installation
Prod id
Unique ID for the product assigned by the
manufacturer. Found through discovery.
Install location
Path under which the software is installed.
Install date
Date that the software was installed.
Revision
Revision of the software.
Instance key
Unique ID for the instantiation of the software.
Automatically generated when the software is
installed.
Installed on
Hardware on which the software is installed.
Uninstall string
Identifier used to uninstall the software.
ISO serial number
ISO number of the software.
Reconciliation
Entitlement
The entitlement found to use with this
installation.
Inferred suite
The inferred suite model this installation belongs
to.
Omit from suites
Check box to omit counting the software install
as a component of a suite during reconciliation.
Manually override edition value
When the edition of a software install is not automatically discovered, you can specify the edition on the
Software Installation form with the correct value (if known) so the software can be successfully reconciled.
Role required: sam_admin
For reconciliation to run successfully, the publisher, product, version, and edition fields of the software
must be set. When the edition is not discovered automatically (edition value is not included as part of the
Display name field) but you know the edition, you can manually set it to the correct value (Enterprise,
for example).
Once the edition value is set, the discovery model for the software install is automatically reset. If the
appropriate discovery model does not exist, a new one is created.
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Note: Not all software products consist of an edition. Of the software products consisting of an
edition, not all edition values are automatically discoverable.
1.
2.
Navigate to Software Asset > Discovery > Software Installations and open the software installation
record for which to set the edition value.
Fill in the Edition override field, as appropriate.
Note: The Edition override field is a free-form field (no lookup list) therefore, since this field is
used as a key, the value entered must be exact.
3.
Click Update.
The software installation is associated to different discovery model containing the edition value as part
of the primary key. If the appropriate discovery model does not exist, a new one is created.
Customize a Discovery pattern for Software Asset Management
Software Asset Management automatically leverages SQL Server, Exchange, and Oracle Database
Discovery patterns, but you can perform steps for Software Asset Management to utilize additional
Discovery patterns, if needed.
Role required: sam_admin
Discovery uses a series of scripts and operations (probes, sensors, and patterns) with the base system
to collect data, process it, and update the CMDB. Although Software Asset Management is already set
up to utilize three common patterns (SQL Server, Exchange, and Oracle Database), you can perform a
configuration procedure to include additional patterns.
This customization automatically copies the records from the discovered pattern to the Software Installation
[cmdb_sam_sw_install] table so Software Asset Management can utilize this data for reconciliation.
For more information on pattern customization, see Pattern customization.
1.
2.
Configure a post processing step in the discovery pattern.
a) Navigate to Pattern Designer > Discovery Patterns.
b)
Open the pattern record from which you would like to collect data for Software Asset Management
(for example, the discovery pattern for MySQL).
c)
Select and copy the Class Name field value.
You will need to paste this class name value into a record field in the Software Installation Name
Mapping [cmdb_sam_sw_name_mapping] table as part of this configuration procedure.
d)
Click the Pre/Post Processing related link.
e)
In the Sync Installed Software section, select the desired software from the list to add it (for
example, MySQL).
Data discovered relating to the software you select is automatically copied into the Software
Installation [cmdb_sam_sw_install] table as part of the discovery process.
f)
Click Update.
Add the pattern data to a new record in the Software Installation Name Mapping
[cmdb_sam_sw_name_mapping] table.
a) Create a new record (see table for field descriptions).
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Field
Description
Class name
Class name of the discovery pattern.
Paste the value that you copied from
the class field in discovery pattern.
b)
Publisher
Publisher of the product (for example,
Oracle).
Product
Product name (for example, MySQL).
Click Submit.
When discovery is run, the records for the software product relating to the customized discovery
pattern are utilized by Software Asset Management.
No further configuration is needed unless you know the software product consists of an edition that is
not being discovered automatically.
If the software product has an edition that is not being discovered, Manually override edition value on page
43 so the software can be successfully reconciled.
Discovery models
Software discovery models are automatically created during discovery to identify and normalize the
software installed in your environment.
Software discovery models are stored in the Software Discovery Model [cmdb_sam_sw_discovery_model]
table. The normalization process is automatically run when a new discovery model is created. Discovery
models are not created for software installations that have a name containing Security Update.
There is a difference between software models and software discovery models.
•
•
A software model is a specific version or configuration of software that is purchased and/or available to
users.
A software discovery model is a model created when a version of software is discovered in a network
environment.
Multiple software discovery models can be associated to one software model. For example, a software
model can be defined as follows:
•
•
•
Publisher = X
Product = Y
Version = Starts with 10
If there are two separate installs of this product (version 10.1 and version 10.2), two discovery models
are created. One of the discovery models has the discovered version set to 10.1, and the other discovery
model has the discovered version set to 10.2. The reconciliation process associates both of these
discovery models to the same software model since they both meet the version criterion of Starts with
10.
Software discovery models cannot be created manually. The following field combination, called the primary
key, is used to match new software installations to a new or existing software discovery model.
Primary key: Publisher, Display Name, and Version
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Note: When analyzing version numbers, an exact match is always searched for first, but rounds
down to a major version number when an exact match is not found.
For example, if no match is found for version number 8.0.4, but version 8.0 is found, then version
8.0 is used in the Software model field.
Table 23: Discovery Model form
Field
Description
Display name
Name of the discovery model as it appears
in record lists. This value is generated
automatically using the discovered publisher,
discovered product, and discovered version.
Normalization status
Status of the normalization process:
•
•
•
•
•
•
Normalized
Partially Normalized
Publisher Normalized
Match Not Found
Manually Normalized
New
Publisher
Normalized publisher of the software.
Product
Normalized product name of the software.
Version
Normalized version of the software product.
Discovered publisher
Discovered publisher of the software.
Discovered product
Discovered name of the software.
Discovered version
Discovered version of the software.
Additional Information
Product type
Product types include:
•
•
•
•
•
Child: a subcomponent of main software (not
licensable).
Driver: software product that controls a
device.
Licensable: software product that is
licensable.
Not Licensable: software product that is not
licensable.
Patch: software product designed to update,
fix, or improve an existing computer program.
The reconciliation process only considers
software discovery models that are licensable.
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Field
Description
Platform
Platforms include:
•
•
•
Language
Software Asset Management
Windows
Mac
Unix
Languages include:
•
•
•
•
•
•
Dutch
English
French
German
Italian
Spanish
Additional languages are generated if
discovered.
Edition
Normalized edition of the software.
Full version
Normalized full version of the software.
Exclude from content service
Check box to keep the software discovery model
from being shared in the Normalization Library.
Default is to include software discovery models.
Note: This field is only shown if you
have opted in to the Software Asset
Management Content Service on page
63.
Revert Normalization
You can revert normalization if needed using the Revert Normalization related link.
Discovery models with a status of Normalized, Manually Normalized, Partially Normalized, or
Publisher Normalized revert back to the status of Match Not Found. Fields are reset to their original
values, and any rules associated with the software discovery model are deactivated.
Software Installations
All software installations matched to software discovery models are in the Software Installations related list.
Manually normalize a software discovery model
You can edit a software discovery model to manually normalize discovered software that has not been
fully normalized (partially normalized, publisher normalized, or match not found) on the Software Discovery
Models form so that it can be reconciled.
Role required: sam_user
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If the information automatically added to the software discovery model is incomplete, you can add the
missing fields to manually normalize the software discovery model.
1.
2.
3.
4.
Navigate to Software Asset > Discovery > Discovery models and open a discovery model record
that has a normalization status of Partially Normalized, Publisher Normalized, or Match Not Found.
Fill in the Publisher, Product, and Version fields, as appropriate.
Click Normalize.
The normalization status is set to Manually Normalized.
Optional: To revert normalization, click the Revert Normalization related link.
Note: Discovery models with a status of Normalized, Manually Normalized, Partially
Normalized, or Publisher Normalized revert back to the status of Match Not Found.
Fields are reset to their original values, and any rules associated with the software discovery
model are deactivated.
View a software job result
You can view the results of Software Asset Management jobs that have run to verify completion.
Role required: sam_admin
Job results included are discovery model normalization and software usage import jobs.
Navigate to Software Asset Management > Administration > Job Results and open a record (see
table for field descriptions).
Table 24: Software Asset Job Result form
Field
Description
Number
Number of the job result that is generated
when the job is run.
Name
Name of the job.
Status
Status of the job.
Created
Date and time job was created.
Updated
Date and time job was updated.
Add a software pattern normalization rule
You can add a pattern normalization rule to normalize specific software products in your environment
based on a common pattern.
Role required: sam_admin
Note: When creating a pattern normalization rule for custom products and publishers, create the
custom product and company records first.
1.
Navigate to Software Asset > Administration > Pattern Normalization Rules and create a new
record (see table for field descriptions).
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Table 25: Pattern Normalization Rule form
Field
Description
Name
Specify a unique name for pattern
normalization rule.
Discovered publisher contains
Specify text to search for in the software
publisher field.
Discovered product contains
Specify text to search for in the product field.
Active
If checked, activates the rule.
Discovered publisher is empty
If checked, includes products that have an
empty publisher field (the rule applies to
discovery models where the publisher is
unknown).
Normalized Attributes
Publisher
Specify the normalized name of the
publisher of the software.
Product
Specify the normalized name of the product.
Edition
Specify the product edition.
Product type
Choose the product type.
•
•
•
•
•
Child: a subcomponent of main software
(not licensable).
Driver: software product that controls a
device.
Licensable: software product that is
licensable.
Not Licensable: software product that is
not licensable.
Patch: software product designed to
update, fix, or improve an existing
computer program.
Version
Specify the version of the product.
Platform
Choose the platform.
•
•
•
Windows
Mac
Unix
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Field
Description
Language
Choose the language.
•
•
•
•
•
•
2.
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Software Asset Management
Dutch
English
French
German
Italian
Spanish
Once the rule is created, to apply the rule so applicable discovery models are normalized without
delay, click the Apply Rule related link.
Software reconciliation for compliance
Automated license reconciliation keeps license positions accurate and up to date without manual
calculations. Reconciliation runs weekly or on demand.
Reconciliation is a scheduled job that is run at a specified frequency (default is weekly). It can also be run
on demand for a specific publisher or all publishers.
When reconciliation is run, a list of reconciliation results is created that shows the compliance status of
software products with respect to discovery and entitlements. Users with the sam_user role can view
reconciliation results.
Reconciliation results are listed in the navigation path Software Asset Management > Reconciliation >
Reconciliation Results (see table for field descriptions).
Table 26: Reconciliation Results form
Field
Description
Number
Unique identifying number that is generated
during the reconciliation process.
Ran for
All publishers, or specific publishers.
Publishers
Only shown if a certain publisher was specified
on which to run reconciliation.
Status
Status of the reconciliation.
•
•
Last reconciled
Completed
In Progress
Date of last reconciliation run.
Software product results
You can access Software Models, Unlicensed Installs, and Reclamation Candidates related lists from a
product result record.
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A product result for a licensable product is generated after reconciliation even if there are no software
models defined for the product.
Note: A Software Model Results record is only created when a software model or entitlement
exists for the product.
Software product results are listed in the navigation path Software Asset Management >
Reconciliation > Product Results (see table for field descriptions).
Table 27: Product Results form
Field
Description
Number
Unique product result number that is generated
during the reconciliation process.
Publisher
Publisher of the software.
Product
Name of software product.
Reconciliation result
Reconciliation result number from which the
product result was generated.
Latest
Indicates whether this product result is from the
most recent reconciliation run.
Status
Status of the product.
•
•
Compliant
Not Compliant
True-up cost
Estimated cost of remediating non-compliance
based on the least number of rights needed.
Over-licensed amount
Estimated cost of rights not being used.
Potential savings
Estimated cost of savings if software installations
are harvested.
View software model results
View compliance information for software model results from the Product Results list after reconciliation is
run.
Role required: sam_user
You can view License Metric Results, Remediation Options, Unlicensed Installs, and Reclamation
Candidates related lists for a software model result from a Product Result record. When the Procurement
application (com.snc.procurement) is active, you can also create and view purchase orders directly from
the Remediation Options form.
For example, if the status of a product result shows that it is not compliant, you can drill down on the
product result to view software model details, such as the number of unlicensed installs and the true-up
cost to become compliant. Further, you can drill down on the software model result to view the license
metric result, which is based on the entitlements for the product.
License metric result information includes rights owned and rights used as well as the license allocation
breakdown so you can determine your options to become compliant. The Remediation Options related list
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shows the number of rights needed and calculates the cost of those rights for you, based on the license
metrics.
1.
2.
Navigate to Software Asset Management > Reconciliation > Product Results and open a record to
view product results details.
In the Software Model Results related list, open a record to view the details (see table for field
descriptions).
Table 28: Software Model Results form
Field
Description
Software model
Software model associated with the product.
Product result
Unique product result number generated
during the reconciliation process.
Agreement type
Description of the agreement type.
•
•
Generic
Enterprise Level Agreement
•
(When the License Metric Group field is
Common or Microsoft)
Unlimited Level Agreement
(When the License Metric Group field is
Oracle)
Note: If the agreement type is
Enterprise Level Agreement or
Unlimited Level Agreement, the
Status is Compliant even if there
are unlicensed installations.
Latest
Indicates whether this software model result
is from the most recent reconciliation run.
Status
Status of the software model.
•
•
Compliant
Not Compliant
Unlicensed installs
Number of unlicensed software installations
that are not covered by any entitlements.
True-up cost
Estimated cost of remediating noncompliance based on the least number of
rights needed (rights needed * average price
per right from entitlements).
Over-licensed amount
Estimated cost of rights not being used.
License Metric Results
License metric
License metric that the software license is
counted against when reconciliation is run.
Rights owned
Sum of all active rights from entitlements
that share a license metric.
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Field
Description
Rights used
Sum of rights used during reconciliation
(allocated + not allocated and installed).
Software model result
Software model with which the result is
associated.
Unused rights
Sum of rights not used during reconciliation
(rights owned - rights used).
Over-licensed amount
Estimated cost of unused rights.
Right Allocations
Allocated in use
Rights that are allocated and have an
equivalent number of installations.
Not allocated in use
Number of rights that have equivalent
installations, but no allocations.
Allocated not in use
Rights that are allocated and do not have an
equivalent number of installations.
Not allocated
Number of rights that have not been
allocated (rights owned - allocated
regardless of whether installed or not).
Allocations needed
Number of allocations needed for
compliance. Only used for Per Named User
and Per Named Device license metrics.
Remediation Options
Display name
Calculated value that displays the license
metric.
Purchase order
Purchase order number associated with the
remediation option, if a purchase order was
created.
Rights needed
Calculated number of rights needed to be
compliant ([allocated + not allocated and
installed] - rights owned).
True-up cost
Estimated cost of remediating noncompliance based on the least number of
rights needed.
The Unlicensed Installs related list contains the software installations that are unlicensed.
3.
The Reclamation Candidates related list contains reclamation candidates related to software
installations.
To create a purchase order for software models out of compliance, click the Purchase Order related
link.
Note: The Purchase Order related link is only shown if Procurement is active.
Purchase order fields Part number, Metric group, License metric, and Ordered quantity are
automatically populated with the content from the remediation option.
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Metric group and License metric fields are added to the purchase order form so the entitlement can
be automatically created when the order is complete.
Once a purchase order is created, the Purchase order field, containing the purchase order reference,
is added to the remediation option.
Run software reconciliation
Reconciliation is run as a scheduled job (default is weekly), but you can also run reconciliation manually to
reconcile software products in your environment on demand.
Role required: sam_admin
Reconciliation is run for products that have entitlements. When reconciliation is run manually, the
Reconciliation Results list is shown.
When running reconciliation manually, allow enough time for the process to complete. For faster results,
you can try narrowing the scope by selecting a specific publisher.
1.
Navigate to Software Asset Management > Reconciliation > Run Reconciliation and select the
publishers for which compliance should be calculated, or select all publishers.
2.
Click Proceed.
At least one publisher must be selected to click Proceed.
The Reconciliation Results list is shown.
Software installation optimization and usage
Use optimization to harvest unused software as well as reclaim unauthorized software in your environment.
A usage record tracks the sum of usage on a monthly basis so that you can assess the software usage in
your environment.
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If a user is not using a software installed, or very infrequently, that software can be a candidate for
reclamation (uninstalled and allocated to an individual who will use it more often). Reclamation candidates
are used to reclaim software installations. This process can be automated using Client Software
Distribution (CSD).
Software usage is integrated with Microsoft SCCM 2012. Therefore, monthly usage details (last used, and
total usage time) for products being monitored through Microsoft SCCM 2012 are imported to the Software
Usage list. Only usage data for products associated with a reclamation rule are imported. You can also
import usage information using ServiceNow Import sets feature. Users with the sam_user role can view the
Software Usage list.
If you have a way of capturing information, for example a proxy server or gateway, you can capture the IP
address and the name of the user accessing the license or software. The captured data can be imported
directly into the Software Usage list.
Note: Configuration item (CI), user, product, and publisher values are used to identify a matching
software installation.
Duplicate usage information cannot be created for the same CI, user, product, or publisher values
in the same month and year.
Software usage records are listed in the navigation path Software Asset Management > Optimization >
Software Usage (see table for field descriptions).
Table 29: Software Usage form
Field
Description
Publisher
Publisher of the product.
Product
Product name.
Configuration Item
Configuration item (CI).
User
Name of the user of the software.
Usage Data
Month
Month the software was used.
Year
Year the software was used.
Usage count
How many times the software was accessed.
Total seconds used
Amount of time (in seconds) the software was
used.
Add a software reclamation rule
You can add a reclamation rule to aggregate usage records and identify unused software. Reclamation
rules aggregate usage over a period of time and specify a minimum number of hours the software must be
used before being flagged for reclamation.
Role required: sam_admin
To avoid purchasing additional software rights for products with rights already allocated that are not being
used, or that are not being used frequently enough to justify the allocation, you can use reclamation rules
to reclaim those software rights to be freed up and allocated elsewhere.
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Monthly usage details (last used, and total usage time) are imported to the Software Usage list for
products being monitored through Microsoft SCCM 2012. Only usage data for products associated with a
reclamation rule are imported.
Reclamation rules are configured to specify a period of time the software must be used before being
flagged for reclamation.
If you configure the reclamation rule to notify the user, the user has a chance to respond with approval
during the process of reclamation. If no response is received during a specified period of time, the software
rights are automatically reclaimed. If the user declines approval, it becomes the responsibility of the
manager to approve or decline the reclamation.
Navigate to Software Asset > Administration > Reclamation Rules and create a new record (see
table for field descriptions).
Note: You can edit the software members of the Software Products list once the reclamation
rule is created.
Table 30: Reclamation Rules form
Field
Description
Name
Specify a unique name for reclamation rule.
Notify user
If checked, the user assigned to the
hardware on which the software is installed
is contacted via email requesting permission
to remove the software.
Days before auto-reclamation
Number of days after which, if no response
is received from the user, the software is
automatically reclaimed.
Usage Condition
Aggregate usage by
Choose the time period over which to
aggregate usage information.
•
•
•
•
Total hours used
Last month
Last 2 months
Last 3 months
Last 6 months
Specify the amount of time the software
must be used to avoid being reclaimed.
Add a software reclamation candidate
Reclamation candidates reclaim software resources in your environment. They are created from
reclamation rules, or can be created manually.
Role required: sam_user
Software reclamation is integrated with Workflow and Client Software Distribution to automate the process
of uninstalling software from devices and harvesting software rights. During the workflow, the state of the
reclamation candidate changes based on the progression within the workflow.
A reclamation candidate is automatically created for each software install that violates a reclamation rule.
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Table 31: Reclamation candidate state
State
Description
Attention Required
When the reclamation candidate is created
automatically it is in the Attention Required state.
Ready
Once a reclamation candidate is created it enters
the Ready state. Click Reclaim to advance the
workflow.
Awaiting User
If the Notify check box was selected, the
user was sent a notification of the reclamation
candidate to approve or deny.
Awaiting Approval
If the Notify check box was selected, the user
can approve or deny the reclamation candidate.
If denied, it becomes the responsibility of the
manager to approve or decline the reclamation.
Awaiting Revocation
The final step in the workflow. You can click
Close Complete to reclaim software rights in the
reclamation candidate manually.
Otherwise, a weekly scheduled job (named
Updating Existing Reclamation Candidates)
automatically updates reclamation candidates
in Awaiting Revocation state AND with the
software install field empty to Closed Complete
state.
If the reclamation candidate is in any other state
AND the software install is empty, it is updated to
Closed Skipped state.
Closed
Software rights have been reclaimed.
In the list of Reclamation Candidates, you can select individual records for reclamation, or Reclaim All to
reclaim all qualifying reclamation candidates. Qualifying candidates are those in the Ready state, and also
those in the Attention Required state as long as the Software User field is not empty.
You can also create a reclamation candidate manually.
1.
Navigate to Software Asset > Optimization > Reclamation Candidates and create a new record
(see table for field descriptions).
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Table 32: Reclamation Candidate form
Field
Description
Number
Unique reclamation candidate number that
is automatically generated.
Assignment group
Automatically set to the software managers
group authorized to respond to reclamation
candidates.
Assigned to
Person primarily responsible for working this
task.
Name
Reclamation candidate name that is
automatically generated. Contains the
software installation display name.
Description
Description of why the task exists, and what
the user must do if they receive an approval.
State
Current state of the reclamation candidate.
•
•
•
•
•
•
•
•
Attention Required
Ready
Awaiting User
Awaiting Approval
Approval
Awaiting Revocation
Closed Complete
Closed Skipped
Opened
Date the task was opened.
Closed
Date the task was closed.
Reclamation Candidate
Software installation
The software installation being reclaimed.
Potential savings
Estimated cost of savings if all reclamation
candidates are in Closed Complete state,
meaning the software was uninstalled and
the rights were harvested (unused rights *
average price per right from entitlements).
Reclamation rule
The reclamation rule that created the
reclamation candidate.
Configuration item
The device on which the software is
installed.
User
Name of the user assigned to the software
installation.
This value can be changed so that another
user receives the notification of software
being uninstalled.
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Field
Description
Notify user
If checked, the user assigned to the
hardware on which the software is installed
is contacted via email requesting permission
to remove the software.
Activity
Work notes
2.
3.
Used to track the actions that have been
performed on this task.
Click Reclaim to start the workflow.
To view the reclamation status, click the Show Workflow related link.
Note: The Show Workflow related link is visible only when the workflow is triggered.
Software Asset Management administration
Software Asset Management administration tasks include adding client access and custom product
records, and creating pattern normalization and reclamation rules. You can also view Software Asset
Management job results, refresh processor definitions, and migrate software installations. Software Asset
Management Content Service can be enabled, and migration procedures are also included.
The sam_admin role is required to configure administrative tasks. However, the sam_user role can view
and read configurations.
Software Asset Management job results show the status of discovery model normalization and software
usage import jobs.
Software Asset Job Results records are listed in the navigation path Software Asset Management >
Administration > Job Results (see table for field descriptions).
Table 33: Software Asset Job Result form
Field
Description
Number
Number of the job result that is generated when
the job is run.
Name
Name of the job.
Status
Status of the job.
Created
Date and time job was created.
Updated
Date and time job was updated.
Add a software client access record
You can add a client access record to specify the number of devices or users that are accessing a
particular version of software with a client access license (CAL).
Role required: sam_admin, sam_user can view and read but not create
Client access records are used when reconciling these Microsoft and Oracle license metrics.
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Metric group
License metric
Microsoft
User CAL
Software Asset Management
Device CAL
Oracle
Named User Plus
License metrics are set on the software entitlements form and can be accessed from the Metric Attributes
related list on the software models form.
Navigate to Software Asset > Administration > Client Access and create a new record (see table
for field descriptions).
Table 34: Client Access form
Field
Description
Name
Specify a unique name for the client access
record.
Software model
Specify the software model for the client
access record.
Database instance
Oracle database instance. Only shown for
Oracle Named User Plus.
Total device count
Specify the number of unique devices
allowed to access the product.
Total user count
Specify the number of unique users allowed
to access the product.
Add a custom software product
You can add a custom product if a software product does not exist in the Software Library. This enables
you to normalize and account for homegrown software, or software that is not yet part of the Software
Library.
Role required: sam_admin
The product and publisher combination is used during discovery model normalization. If the custom
product already exists, a message is shown.
Navigate to Software Asset > Administration > Custom Software Products and create a new
record (see table for field descriptions).
Table 35: Custom Software Product form
Field
Description
Publisher
Publisher of the custom software product. If
it does not exist, a new one is created when
the form is saved.
Product
Name of the custom software product.
Product classification
Official UNSPSC classification.
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Field
Description
Active
If checked, activates the rule.
Product type
Product type of the custom software
product.
•
•
•
•
•
•
Child: a subcomponent of main software
(not licensable).
Driver: software product that controls a
device.
Licensable: software product that is
licensable.
Not Licensable: software product that is
not licensable.
Patch: software product designed to
update, fix, or improve an existing
computer program.
Unknown: software product that is
unknown.
Refresh processor definitions
After activating Software Asset Management, refresh processor definitions to normalize processors on
servers in the CMDB.
Role required: sam_admin
Refresh processor definitions after activating Software Asset Management and before running
reconciliation. Refreshing processor definitions enables CPU types (name of the processor discovered) to
be mapped to the correct processor definition.
Refreshing processor definitions can be time consuming when running for the first time. Allocate enough
time to complete this task before proceeding.
Navigate to Software Asset Management > Administration > Refresh Processor Definitions and
click Proceed.
The Processor definitions list is shown.
Migrate software installations
If you are using Discovery, run this script after installing Software Asset Management to copy previously
discovered software installation records from the [cmdb_ci_spkg] table to the [cmdb_sam_sw_install] table,
which is used by Software Asset Management to store software installation records.
Role required: sam_admin
If you are running Discovery and have used a version of Software Asset Management previously, there is
no need to run this script.
When running the Migrate Software Installs script, allow enough time for the process to complete.
Navigate to Software Asset Management > Administration > Migrate Software Installs and click
Procced.
The Software Installations list is shown. If the data has already been migrated, a message is shown.
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Software Asset Management Content Service
You can opt in to the Software Asset Management Content Service that enables you to provide
unnormalized rules (match not found) from your organization anonymously so that new rules can be
created to improve the normalization service. Default is not opted in.
Software Asset Management Content Service is an IT asset management (ITAM) shared service that
provides customers continual software recognition improvement. By securely providing ServiceNow the
unrecognized details of discovered software artifacts, the Software Asset Management Content Service
will, in return, anonymously supply updates to the Normalization Library. This new content improves your
normalization hit ratios and enable you to better manage your software assets.
The ServiceNow privacy policy ensures that software details sent to the Content Service remain
anonymous and secure, and will be properly disposed of after they are reviewed. However, you can
choose to exclude specific software models from being provided to ServiceNow on the Software Discovery
Model form.
The normalization process acts only on active publishers, products, and rules. Obsolete rules are not used.
You can deactivate any Normalization Library update version at any time, if desired.
Two KPIs are automatically enabled with Software Asset Management Content Service.
Table 36: Software Asset Management Content Service KPIs
KPI
Definition
Details transferred
Software Discovery Models
A model created to classify and
reduce duplication of software
installs when new installs are
identified.
•
•
•
•
•
•
•
•
•
•
•
•
•
Discovered publisher
Discovered product
Discovered version
Normalized publisher
Normalized product
Normalized version
Edition
Language
Platform
Rule table
Rule ID
Status
Associated software install
count
•
•
•
CPU type
Core count
Speed
Only software discovery
models with these status are
transferred:
•
•
•
•
Processor Names
Match not found
Publisher normalized
Partially normalized
Manually normalized
Processor identified on a
configuration item (CI).
Only processors mapped to
the default processor factor are
transferred.
Opting out
You can opt out of Software Asset Management Content Service at any time.
When you opt out, your company no longer contributes to the improvement of the normalization service,
nor receives content updates specific to your unique software installation footprint that exists within your
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environment and CMDB. However, you still receive general incremental normalization service updates
based on the updates from other sources.
Your company can rejoin the Software Asset Management Content Service at any time.
Enable Software Asset Management Content Service
You must opt in to participate in Software Asset Management Content Service. However, you can opt out
at any time.
Role required: sam_admin
1.
2.
3.
4.
5.
Navigate to Software Asset > Content Service Setup and click Opt-In Agreement to read the
agreement.
After reading the agreement, click Done.
Select the Yes, I have read and accept the Opt-In Agreement check box, and click Opt-In.
The Software Discovery Models KPI and the Processor Names KPI shown are automatically enabled
after you have opted in.
To disable a KPI, click the toggle bar and save.
To opt out, click I would like to opt my company out of the Software Asset Management Content
Service Program and then click Opt-Out.
The Software Discovery Models KPI and the Processor Names KPI are disabled and your unique
normalization content is no longer provided to the Software Asset Management Content Service.
Software Asset Management migration
Migrate from the Software Asset Management plugin feature of Asset Management to the Software Asset
Management application to take advantage of more powerful features. Manual actions by the customer are
required after plugin activation.
After automatic changes are performed during plugin activation, successful migration from the Software
Asset Management (com.snc.software_asset_management) plugin feature of Asset Management to the
Software Asset Management application requires a manual procedure to be performed by the customer.
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Customizations to forms and lists may need to be manually overwritten by the customer after plugin
activation. In addition, certain fields in software models, software entitlements, user/device allocations
forms require manual configuration by the customer after plugin activation.
Automatic changes
The Software Asset Management Premium (com.snc.samp) plugin performs these automatic changes:
•
Tables
•
•
•
•
Table 37: Table labels renamed
Table
Original Label
New Label
[alm_license]
Software License
Software Entitlement
[alm_entitlement_user]
User Entitlement
User Allocations
[alm_entitlement_asset]
Device Entitlement
Device Allocations
Adds new tables
Adds any string value in the Software Entitlements License key field to the License Key
[samp_sw_license_key] table
Field names and values
•
Inference mandatory field
•
For software models that have suite components (to bundle software models), the Inference
mandatory field value is transferred to a new Mandatory field
Rights field
•
•
The Software Entitlements (formerly Software Licenses) Rights field value is transferred to a new
Purchased rights field, and name changed from Rights to Active rights
The Software model field for a software entitlement allocation is automatically set to the software
model on the entitlement
The quantity for a software entitlement allocation is set to 1 unless there are multiple allocations
If there are multiple software entitlement allocations for the same user or device, the allocations are
aggregated into one record, the quantity is set to the count of aggregated records, and duplicates
are deleted
•
Forms and lists
Software Models, Entitlements (formerly Software License), Discovery Models, and Software
Installations form and list layouts are modified to fit the new application
Note: Any customizations to these forms and lists must be manually overwritten after plugin
activation.
•
Functionality
Table 38: Functionality disabled
Functionality
Description
License and software counters
The scheduled job trigger for SAM License
Counters is changed to None so that it is
deactivated, and software counters are
disabled.
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Functionality
Description
Auto-match functionality
The auto-match functionality, which
attempts to match a discovery model to a
corresponding software model, is deactivated.
Navigation menu
The navigation menu for the
Software Asset Management
(com.snc.software_asset_management)
plugin feature of Asset Management is
deactivated and renamed Software Asset
Classic.
Business rules
Legacy business rules applied to discovery
models are disabled.
Overwrite customizations for Software Asset Management migration
When migrating from the Software Asset Management plugin feature of Asset Management to the
Software Asset Management application, further actions are required by the customer after plugin
activation to ensure successful migration of customized forms and lists.
Role required: admin
If these lists and forms have been customized before the migration, they may have been skipped during
plugin activation and, in that case, require further action.
•
•
•
•
•
Software Entitlements (formerly Software Licenses)
Software Allocations (formerly Software Entitlements)
Software Models
Discovery Models
Software Installations
You can review plugin activation changes in the Upgrade History module to determine what changes have
automatically been skipped so you can resolve the skipped update, if needed.
Certain fields added by the migration also must be configured to take advantage of the new features
offered.
1.
2.
3.
4.
5.
Navigate to System Diagnostics > Upgrade History.
Identify the records that correspond to the upgrade history for the activation of the Software Asset
Management plugin.
The records in System Upgrades list that represent plugin activation contain the value n/a in the From
field, and plugin name in the To field (such as com.snc.samp, com.snc.samp.core, com.snc.sam.core,
com.glide.data_services_canonicalization.client, com.snc.asset_management, com.snc.model,
com.snc.procurement).
You can determine the list of related plugins based on the time stamp of when the Software Asset
Management Premium (com.snc.samp) plugin was activated by sorting on the Upgrade started
column.
Open a Software Asset Management upgrade record that has changes skipped.
In the Upgrade Details related list, open an Upgraded Details record, and then click Resolve
Conflicts to view a side-by-side comparison of the base system file with the customized file.
Click Revert to Base System to overwrite the skipped change if it applies to form or list
customization, and note down the changes. Repeat these steps for all upgrade entries with skipped
changes relating to customizations.
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7.
Software Asset Management
In the Software Asset Management application, manually reconfigure your original form and list
customizations.
In the Software Asset Management application, set new field values (added as part of the automatic
changes performed by plugin activation) to take advantage of the new features offered.
a) Navigate to Software Asset > Licensing > Software Models.
•
•
b)
•
•
c)
Select the software product in the Product reference field.
Select a discovery map, or clear the Discovery Map field and set the discovery conditions to
find all discovery models that correspond to the software model.
Navigate to Software Asset > Licensing > Software Entitlements (formerly Software Licenses).
•
8.
ServiceNow
Navigate to Software Asset > Licensing > Software Entitlements (formerly Software
Licenses).
Select the License Metric that the software license is counted against when reconciliation is
run.
Define the upgrade and downgrade scenarios covered by certain rights.
In the User Allocations and Device Allocations related lists (formerly User/Device
Entitlements), verify that the number of allocated rights are not more than rights owned.
If so, delete allocations so that the number of allocations does not exceed the number of rights
owned.
If you have entitlements that require management of license keys, you can create multiple license
keys associated to the same entitlement, as well as allocate these license keys to a user or device.
Vendor Performance
The ServiceNow® Vendor Performance application helps an organization manage, evaluate, and compare
the companies that are labeled as vendors in the application.
Many of the following vendor performance features depend on assessment functionality:
Table 39: Vendor performance features
Feature
Description
Vendor assessments
Evaluate, score, and rank any vendor in the
system.
Manage specific vendors
Identify vendor managers for specific vendors.
These managers can see the list of their vendors
and the results of vendor assessments.
Vendor scorecards
View current summary information about
a vendor’s performance, including related
incidents, assets, purchase agreements,
discounts, outages, breaches, and other
information that vendor managers need.
Vendor decision matrixes
View a two-axis graph that plots assessment
results for multiple vendors. Use decision
matrixes to determine the relative standing of
vendors in two or more selected categories.
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Feature
Description
Vendor bubble charts
View a three-axis graph that plots assessment
results for multiple vendors. Use bubble charts
to determine the relative standing of vendors in
three selected categories, with an emphasis on
one category.
Vendor contacts
Create vendor contacts for individuals who
provide support on behalf of the vendor, such
as customer service representatives, support
technicians, and vendor contractors.
Vendor activities
Track important vendor events, such as demos,
trade show interactions, and meetings.
Vendor performance also includes information from vendor ticketing, if this feature is enabled.
Vendor Performance process
After the initial setup, keep vendor data up to date and maintain an assessment cycle that works for your
organization.
To get the most out of vendor performance, assign appropriate user roles, set up vendor data, and set up
vendor assessments. Evaluate your vendors periodically to help make better business decisions based on
vendor performance statistics.
Assign roles in Vendor Management
Assign the vendor_manager role to users who are involved with your organization's vendor management
process and who need to use vendor performance modules.
Assign the assessment_admin role to users who you need to set up vendor assessments. Vendor
managers cannot view the Assessments application menu or modules, though they can view vendor
assessment records by navigating directly to the tables. You may want to assign both the vendor_manager
and assessment_admin roles to certain users so they can manage vendor assessments as well as other
vendor information.
Set up vendor data
Vendors are company records that have the Vendor check box selected.
Ensure that each vendor is properly defined on the Company form. Navigate to Vendor Performance >
Vendors to view all companies designated as vendors and ensure that the companies you want to
evaluate in vendor performance are present on the list. You can create vendor types to help classify
vendors. Create new vendors and add information, such as vendor type, to existing vendors as necessary.
Vendor performance adds the Vendor view of the Company form, which contains fields that are not visible
in other views by default. Though not required, you can assign users as vendor managers for specific
vendors. These users can quickly view a filtered list of vendors for which they are vendor managers.
Also consider creating vendor contacts and vendor activities to keep track of important people and events
related to vendors.
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Set up vendor assessments
Have an assessment administrator configure vendor assessments so you can evaluate vendors using
questionnaires and scripted database queries.
Examples of vendor assessment setup tasks include setting an assessment generation schedule for
recurring assessments, associating users to categories or vendors they are knowledgeable about, and
creating decision matrixes.
Evaluate vendors
Tools to help visualize vendor performance over time and relative to other vendors helps to better evaluate
them.
After the initial setup, generate assessments. Users complete questionnaires and the system runs scripted
queries to obtain results for vendors. When you have assessment results, view vendor decision matrixes,
bubble charts, and scorecards, tools to help visualize vendor performance over time and relative to
other vendors. The information presented in decision matrixes, bubble charts, and scorecards updates
dynamically to reflect current data.
Vendor Performance roles
The Vendor Performance application uses certain roles.
Table 40: Vendor performance roles
Role title
Role name
Description
Vendor manager
vendor_manager
Vendor managers are involved
with the organization's vendor
management process,
configure vendor records,
and need to access the key
performance information
generated in vendor
performance assessments.
ITIL user
itil
ITIL users perform basic
technician operations in
the system. In the Vendor
Performance application, ITIL
users can use the Vendor
Activity module to track
important vendor-related
events. ITIL users can also view
vendor scorecards and decision
matrixes using the related links
on the Company form.
Assessment administrator
assessment_admin
Assessment administrators
configure assessments to
evaluate vendors.
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Role title
Role name
Description
Administrator
admin
Administrators have access
to all aspects of the vendor
performance and assessment
processes. Only administrators
can set up vendor assessment
schedules.
Activate vendor performance
An administrator can activate the Vendor Performance plugin to access the application.
1.
2.
3.
Navigate to System Definition > Plugins.
Find and click the plugin name.
On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link.
If the plugin depends on other plugins, these plugins are listed along with their activation status.
4.
If the plugin has optional features that depend on other plugins, those plugins are listed under Some
files will not be loaded because these plugins are inactive. The optional features are not installed
until the listed plugins are installed (before or after the installation of the current plugin).
Optional: If available, select the Load demo data check box.
Some plugins include demo data—Sample records that are designed to illustrate plugin features for
common use cases. Loading demo data is a good practice when you first activate the plugin on a
development or test instance.
5.
You can also load demo data after the plugin is activated by clicking the Load Demo Data Only
related link on the System Plugin form.
Click Activate.
Installed with Vendor Performance
The following components are installed with vendor performance:
Demo data is available with vendor performance. The demo data provides sample vendors and related
data, including configuration items, incidents, assessable records, and vendor categories.
Tables
Vendor performance adds the following tables.
Table 41: Tables
Table
Description
Vendor Activity [vm_vendor_activity]
Stores vendor activity records, which help
vendor managers track significant events and
interactions with vendors.
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Table
Description
Vm Vendor Contact [vm_vendor_contact]
Stores vendor contact records, which contain
contact information for individuals who provide
useful information or support on behalf of
vendors.
Plugins
Vendor performance activates the following plugin if it is not already active.
Table 42: Plugins
Plugin Name
Plugin ID
Description
Assessment
com.snc.assessment_core
Provides functionality to use
vendor assessments.
User Roles
Vendor performance adds the following user role.
Table 43: User Roles
Role
Contains Roles
Description
vendor_manager
itil
Vendor managers can:
•
•
•
•
View and customize the
Overview module.
View assessable records,
vendor scorecards, and
decision matrixes.
View, create, edit, and
delete vendor types,
vendors, vendor contacts,
and bubble charts.
View vendor assessment
records by directly
navigating to the tables.
If vendor ticketing is activated,
vendor managers can also
view, create, edit, and delete
vendor credits and vendor
tickets.
Business rules
Vendor performance adds the following business rules.
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Table 44: Business rules
Name
Table
Description
Auto business rule for
Assessments
Company [core_company]
Monitors the Company
[core_company] table.
When someone adds a
record that meets the Vendor
metric type conditions, this
business rule generates an
assessable record. If someone
changes the Vendor metric
type's table or conditions, the
system automatically updates
the business rule script to
reflect the changes. Existing
assessable records associated
with the metric type are not
affected.
Auto deletion rule for
Assessments
Company [core_company]
Prevents users from deleting a
record on the Company table
if it is associated to metric or
category results. If the company
record has no associated
results and a user deletes it,
this business rule deletes any
associated assessable records.
Vendor Performance Overview module
The vendor performance Overview module displays various widgets that provide vendor performance
statistics. These widgets display information about vendor assessment results, assets, SLAs, and other
useful items.
The Overview module is a type of homepage.
Use the Vendor Performance Overview module
Use the Vendor Performance overview module to view various widgets that provide vendor statistics.
Role required: Users with the vendor_manager or admin role can view the overview page and refresh, add,
delete, and rearrange widgets.
1.
2.
Navigate to Vendor Performance > Overview.
Click elements within the reports to obtain more information.
The following reports are included by default:
•
•
•
•
•
•
•
Asset Cost by Vendor
Assets by Vendor
Average Score by Vendor
CIs by Vendor
Live feed recent activity on all vendor feeds
Open Vendor Tickets (available with Vendor Ticketing)
P1 and P2 Incidents by Vendor (available with Vendor Ticketing)
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•
•
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Residual Value by Vendor
Top 12 Vendors
Vendors in SLA Breach
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Use Vendor Performance
Vendor managers use the Vendor Performance application to manage and compare the vendors their
organization works with.
Use the Vendor Performance application with information from the Assessments application to rank
the importance of your vendors and to detect possible problem areas, such as contract breaches and
incidents. Create vendor contacts and activities to keep track of important people and events related to
vendors.
If you are new to using Vendor Performance, see Vendor Performance Process for usage suggestions.
Vendor assessment
Vendor assessments enable organizations to evaluate, score, and rank any vendor in the system using
custom questionnaires for users to complete and using scripts that query the database directly.
Assessments are not required, but greatly enhance what you can do with the Vendor Performance
application. For example, a vendor scorecard, which contains summary information about a vendor
and visual breakdowns of that vendor's performance, displays additional information when there are
assessment results for a vendor. Vendor decision matrixes, which are graphs of assessment results for
multiple vendors, can be created in the Assessments application only.
In the Assessments application, metric types define sets of records for evaluation. Within each metric
type, metric categories represent themes, which contain metrics, the individual traits or values to evaluate.
Vendor performance adds the Vendor metric type, several categories, and metrics to the Assessments
application. An assessment administrator should review these components, especially the Vendor metric
type, edit them to meet the organization's needs, and create additional categories or metrics as needed.
An assessment administrator can quickly start using vendor assessments with minimal configuration.
1.
2.
3.
4.
Set the Schedule type field on the Vendor metric type record to On demand.
On-demand assessments enable you to create questionnaires about individual vendors quickly, and
require significantly less setup than scheduled assessments, which have more advanced configuration
options. You may want to use scheduled vendor assessments when you are familiar with the ondemand process.
Generate assessable records for the Vendor metric type.
Create on-demand assessments, ideally about different vendors so vendor managers can preview
vendor comparison features.
Use the default categories and metrics to practice. You can assign on-demand assessments to any
user in the system.
Have users complete their assessment questionnaires.
The system collects results from completed questionnaires and scripted metrics. Vendor managers
can view assessment results on vendor scorecards, which display updated results each time someone
completes an assessment.
Assessment administrators can also:
•
•
Create decision matrixes and bubble charts to compare the vendors evaluated.
Set up scheduled assessments.
Scheduled assessments enable you to set a schedule for recurring automatic assessment
generation and to associate users with categories and vendors they know about so they receive
questions only about those areas.
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Vendor managers
Users with the vendor_manager role can create and modify vendor records, vendor types, vendor contacts,
vendor activities, and bubble charts.
Vendor managers use the information in scorecards, decision matrixes, and bubble charts to examine
and make decisions about vendors. Vendor managers can also view the assessable records that connect
vendor records to the Vendor metric type.
You can assign vendor managers to specific vendors on the vendor record. Individual vendor managers
can view their assigned vendors in the My Vendors module.
Vendor type
Vendor types group vendors that offer similar goods and services.
You can classify one vendor under multiple vendor types from the vendor record. By default, decision
matrixes filter data by vendor type so you can compare vendors in the same vendor type. Vendor
performance provides these vendor types by default:
Table 45: Default vendor types
Vendor type
Description
Applications
Vendors that provide enterprise applications,
such as enterprise resource planning software.
Hardware
Vendors that provide hardware products, such
as computers or cell phones.
Services
Vendors that provide services, such as catering
or custodial duties.
Software
Vendors that provide software, such as word
processors or email programs.
You can create new vendor types to further organize vendors. For example, if your organization purchases
office supplies from numerous vendors, you might create an Office supplies vendor type.
1.
2.
3.
Navigate to Vendor Performance > Vendors > Vendor Types.
Click New.
Fill in the Name field and save the Vendor Type form.
Create a vendor record
Define the vendors you want to evaluate by creating new vendor records or adding information to existing
vendor records.
The Vendor view of the Company form contains fields and related lists that are useful to vendor managers.
1.
2.
Navigate to Vendor Performance > Vendors > Vendors.
Click New.
3.
The Company form opens in the Vendor view.
Fill in the fields, as appropriate (see table).
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Figure 2: Vendor record
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Table 46: Company vendor form
Field
Description
Name
Enter the name of the company.
Phone
Enter the vendor's primary contact phone
number.
Vendor manager
Click the lock icon
(
to add users as vendor managers.
)
Note: Users must have the
vendor_manager role to use Vendor
Performance, even if you add them
as vendor managers on a vendor
record.
Vendor type
Click the lock icon to add types that apply
to the vendor. This field is visible only when
the Vendor check box is selected.
Fax phone
Enter the fax number for the vendor's
primary contact.
Vendor
Leave the check box selected. When the
check box is cleared, the company is not
recognized as a vendor by the system and
is not included in vendor assessments,
decision matrixes, bubble charts, and
scorecards.
Manufacturer
Select the check box if the company is a
manufacturer.
Notes
Enter any information about the vendor that
would be helpful for others to know.
General Section
Street
Enter vendor's street address. This may
be for the corporate headquarters, a local
branch, or another relevant address.
City
Enter the city where the vendor is located.
State / Province
Enter the state or province where the vendor
is located.
Zip / Postal code
Enter the vendor's zip or postal code of the
vendor.
Country
Enter the name of the country where the
vendor is located.
Stock symbol
Enter the three or four letter stock symbol
for the vendor, if any.
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Field
Description
Latitude
Enter latitude coordinates of this vendor's
location.
Longitude
Enter longitude coordinates of this vendor's
location.
Website
Click the lock icon to enter URL for the
vendor's website.
Banner image
Click Click to add to upload an image for
the vendor scorecard, usually the company
logo. The image should be approximately
60-70 pixels high, and in one of these file
formats: .jpg, .png, .bmp, .gif, .jpeg, and .ico.
The image appears in the scorecard header
section.
Banner text
Enter up to 100 characters of text for the
vendor scorecard. Frequently, this contains
the company slogan.
The banner text appears below the vendor
name in the scorecard header section.
Information Section
Profits
Enter the vendor's total profits in decimal
format and select the correct currency. Click
Edit to open the Currency Instance to view
the amount converted to U.S. dollars (USD).
Revenue per year
Enter the vendor's revenue per year in
decimal format and select the correct
currency. Click Edit to open the Currency
Instance to view the amount converted to
USD.
Stock price
Enter the vendor's current stock price. If
there is a valid stock symbol specified, after
the record has been saved, click Get Stock
Quote to automatically populate this field.
This functionality is owned by Yahoo Inc.
and is subject to change without notice. Use
this feature at your own discretion.
Market cap
Enter the market capitalization value, if the
vendor is a publicly traded company, and
select the correct currency. Click Edit to
open the Currency Instance to view the
amount converted to USD.
Number of employees
Enter the number of employees for the
vendor.
Publicly traded
Select the check box if the vendor is a
publicly traded company.
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Field
Description
Rank tier
Select the overall ranking for this vendor's
products and services, such as Valued
Partner or Blacklisted Supplier. This field
can be edited only by users with the
vendor_manager role and represents
the organization's opinion of the vendor's
offerings. The Rank tier field appears
on the Catalog Items form and on the
Product Model form in the Vendor Catalog
Items related list. This ranking helps the
catalog_admin user decide whether to
promote or discontinue this vendor's
products.
Discount
Enter the general discount the vendor
promised for the contracted commitment.
You can enter a whole number or a decimal
value. This is not the discount displayed in
the scorecard summary, which is derived
from purchase agreement contracts.
Fiscal year
Click the calendar icon to select the date on
which the vendor's fiscal year ends.
Related Links
Create Vendor Credit
Click to create a vendor credit for this
vendor. This related link is available only
when vendor ticketing is active.
View Matrix
Click to view the default decision matrix.
Decision matrixes allow you to compare
vendors in selected categories.
View Vendor Scorecard
Click to view the scorecard for this vendor.
Scorecards allow you to view a variety
of rating summaries for a vendor. This
related link is available only if there is an
assessable record for the vendor.
Show Live Feed
Click to view the live feed group for this
vendor.
Follow on Live Feed
Click to join the live feed group for this
vendor.
Related Lists
Vendor Contacts
Lists contacts for this vendor, by role, and
their contact information.
Vendor Activities
Lists vendor activities related to the vendor.
Product Models
Lists models related to the vendor. This
related list is available only for vendors
designated as manufacturers.
Assets
Lists asset related to the vendor.
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Field
Description
Incident
Lists incidents opened with this vendor. This
related list is available when vendor ticketing
is active.
Contracts
Lists contracts related to the vendor.
Vendor Catalog Items
Lists vendor catalog items related to the
vendor. This related list is available when
vendor ticketing is active.
Vendor Stakeholders
Lists stakeholders related to the vendor.
These are the users who answer specific
categories of questions when assessing this
vendor.
Vendor Categories
Lists metric categories related to the vendor.
Service Offerings
Lists all service offerings from this vendor.
This related list is available when vendor
ticketing is active.
Service Commitments for Vendor
Lists all service commitments for this
vendor's offerings. This related list is
available when vendor ticketing is active.
Purchase Orders
Lists purchase orders related to the
vendor. This related list is available when
procurement is active.
Create a vendor contact
Vendor contacts are vendor employees you can contact to request assistance, report issues, or resolve
problems.
Vendor contact records provide contact information for these individuals and specify their roles in the
vendor's organization. View and edit vendor contacts from the related list on a vendor record. This is an
optional, quick reference list and is not used by the system in other processing.
Note: Creating vendor contacts does not create new users in the system.
To create a vendor contact:
1.
2.
On a vendor record, open the Vendor Contacts related list.
Click New.
3.
The Vendor Contact form appears.
Fill in the fields, providing as much contact information as necessary (see table).
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Figure 3: Vendor contact
Table 47: Vendor contact form
Field
Description
Name
Enter the contact's name.
Type
Select the contact's role in the vendor's
organization. The available choices are:
Primary, Account Rep, Technical, Sales,
and Marketing. The Primary contact is
displayed on the vendor scorecard with an
email link.
Primary phone
Enter the best phone number for calling the
contact.
Alternate phone
Enter a secondary phone number for calling
the contact.
Email
Enter the contact's email address.
Title
Enter the contact's job title.
Address
Enter the contact's street address.
Fax
Enter the fax number for the contact.
Company
Select the company for which this person
is a contact. The system automatically
populates this field when you create a new
vendor contact from the related list on the
Company form.
Create vendor activity
Vendor activities enable vendor managers and ITIL users to record and track significant vendor-related
activities.
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Vendor activities are not related to vendor assessments.
1.
Navigate to Vendor Performance > Vendors > Vendor Activity and click New.
2.
The Vendor Activity form appears.
Fill in the fields, as appropriate (see table).
Figure 4: Vendor activity form
Table 48: Vendor activity form
Field
Description
Number
[Read-only] Automatically generated record
number.
Vendor
[Required] Select the vendor associated
with the activity.
Activity type
Select the type of interaction with the
vendor. The available choices are:
Conversation, Demo, Meeting, and Trade
show.
Activity date
Select the date and time when the activity
occurs. You can select a past, present, or
future date.
User
Select the user who is involved with the
activity. For example, if the activity type is
a conversation, select the user who spoke
with the vendor.
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Field
Description
Summary
Enter information about the activity, such
as location, additional parties involved, and
purpose of the interaction.
Vendor scorecards
The vendor scorecard displays the vendor logo and name, a summary of the vendor’s information from the
system, and the vendor's ratings.
Vendor performance prepares a printable scorecard containing a comprehensive vendor summary and
different views of a vendor's ratings, based on assessment results. The vendor scorecard is a view of the
Company form. A scorecard compares a vendor's current assessment results to previous results or to the
results of other vendors, and shows a live feed for the vendor. Vendor scorecard information is calculated
when you view the scorecard to show the most current information.
Vendor scorecards are composed of these sections:
•
•
•
Header
Vendor summary
Ratings
View a scorecard
You can open a vendor scorecard from a list of vendors or from a list of all scorecards.
Use either of these paths to access a scorecard:
•
•
Navigate to Vendor Performance > Vendors > Vendor Scorecard and select a vendor to open the
scorecard.
Navigate to Vendor Performance > Vendors > Vendors and select a vendor to open the record.
Under Related Links, click View Vendor Scorecard.
Vendor scorecard header
The header section displays basic information.
The header section, which appears at the top of the scorecard, displays the following basic information
from the vendor record:
•
Vendor name, from the Name field.
•
•
Click the name to view the vendor record.
Banner text, if there is a value in the Banner text field.
Vendor image, if there is a picture uploaded in the Banner image field.
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Figure 5: Vendor scorecard header
Vendor summary
The summary section contains a summary of the vendor's financial information and details of that vendor's
engagement with your organization.
Use the links in the summary panel to access specific records.
Figure 6: Vendor product summary
The vendor summary includes the following information:
Table 49: Vendor summary
Field
Description
Type
Vendor types configured for this vendor. A
vendor can have multiple types, such as
Hardware, Services, and Software. Click a
vendor type to display the decision matrix for
that type. Click the vendor name in the decision
matrix to return to the scorecard.
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Field
Description
Rank/Tier
Overall ranking for this vendor's products and
services, such as Valued Partner or Blacklisted
Supplier. This ranking helps the catalog_admin
user decide whether to promote or discontinue
this vendor's products.
Assets
Count of asset from this vendor. Assets in a
state of Retired or Missing are not counted.
Incident Breaches
Count of incident SLA breaches attributed to this
vendor's products or services.
Incidents
Count of open incidents associated to this
vendor. The calculation of this value depends on
whether vendor ticketing is active.
•
•
Active: Number of incidents in which the
Vendor in the Incident form is this vendor.
Not active: Number of incidents in which the
Vendor on the configuration item record is
this vendor.
Commitment End Date
The end date of the current purchase
agreement with this vendor, which is the day
the commitment must be fulfilled. If there are
multiple active purchase agreements, this field
shows the commitment with the earliest end
date. This information is visible only if there is an
active purchase agreement.
Awaiting Vendor
Count of open incidents in the Awaiting Vendor
state that are associated with this vendor's
products and services. This information is
available only when the vendor ticketing is
active.
Vendor Managers
One or more users in your organization who
manage the business relationship with this
vendor. These names come from the Vendor
manager field of the company record (Vendor
view).
Contacts
Displays the first Primary contact for this vendor
if more than one primary contact exists. If no
primary contact exists, this field displays the
last contact of any type that was created. Click
the contact to see a list of all contacts for this
vendor. Click the email icon to send a message
to the contact.
Asset Value
Value of all active assets for this vendor that are
not retired or missing.
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Field
Description
Spend
Amount of money spent on products and
services for this vendor. The calculation of
this value depends on whether procurement is
active.
•
•
Active: Calculated from the purchase orders
submitted for the current contract with this
vendor.
Not active: Estimated amount spent based on
the cost and installation date from the asset
record.
ServiceNow calculates Spend for the last year
(TTM), unless Commitment shows that there is
a purchase agreement contract, in which case
the system uses the date range of the purchase
agreement.
Commitment
Total monetary commitment to this vendor
for all active purchase agreement contracts.
The system uses all contracts whose date
range includes the current date to calculate the
commitment.
Remaining Commitment
The value of the contract remaining after
subtracting the Spend value from the
Commitment value. This value appears only
when procurement is active and there is an
active purchase agreement. If the Spend value
for this vendor is greater than the Commitment
value, the value in this field is 0.
Availability Breaches
Monthly count of service availability SLA
breaches for service offerings from this vendor.
This information appears only when vendor
ticketing is active.
Stock
The vendor's stock symbol and the current share
price.
Revenue
The vendor's published yearly revenue.
Market Cap
The vendor's current market cap.
Employees
The number of employees working for this
vendor.
Actual Discount
Actual discount realized, calculated from the
difference between the total cost of the purchase
order line items and the total list price. This link
appears only when procurement is active.
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Field
Description
Agreed Discount
The discount from the purchase agreement
with this vendor. When there are multiple active
purchase agreements, this value is a weighted
average of all promised discounts from the
purchase agreements with this vendor. This link
appears only when procurement is active and a
current purchase agreement is active.
Credits
Number of unused vendor credits caused by
breached business service contracts. This
information appears only when vendor ticketing
is active.
Scorecard ratings
The scorecard ratings section displays various ratings for the vendor.
Select the view that presents the ratings of current interest:
•
•
•
•
•
•
Averages by Vendor Type
Categories
Category Metrics
Head to Head Compare
History
Live Feed
Some views display an overall rating column, which displays a weighted average of categories used to
evaluate the vendor. Only categories in which the vendor has been evaluated appear on the scorecard. If
the ratings section does not display any data, one of the following has been deleted for that vendor:
•
•
Assessable record
Category results
Click a category to view the metric category record. Point to a metric category in any view to display a line
chart that shows the rating trend for that category.
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Figure 7: Vendor scorecard trend chart
Averages by vendor type
The Averages by Vendor Type view compares the current ratings for a vendor in each metric category with
the average, maximum, and minimum values for all vendors of a certain type.
All ratings are from assessments generated over the trailing twelve months (TTM). Rating variances are
highlighted as follows:
Table 50: Ratings
Color
Description
Red
Indicates that the vendor is below average in
this category. The Diff value is displayed as a
negative number.
Green
Indicates that the vendor is above average in
this category. The Diff value is displayed as a
positive number.
White
Indicates that the vendor is average in this
category. The Diff value is 0.0.
Select a filter option to compare the current vendor against vendors from the selected vendor type, such as
Hardware or Software. This is the default filter for this view, but you can configure a different Filter field in
the Assessment Metric Type form.
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Figure 8: Vendor scorecard comparison
Categories
The Categories view displays a bar chart showing the average ratings for each metric category in the
selected time interval.
Select from these reporting periods:
•
•
•
All History
Last 3 Months
Last 12 Months
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Figure 9: Vendor scorecard chart
Category metrics
The Category Metrics view displays the weighted average results for each metric within a category.
Select a category from the choice list to display the chart. If no metrics are available, the metric results
have been deleted. To view metric results, navigate to Assessments > Results > Metric Results and
look for records in the Source column that begin with Vendor.
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Figure 10: Scorecard metrics
Head to head comparison of vendors
The Head to Head Compare view allows you to compare the ratings of two vendors.
Select a vendor from the choice list to compare against the current vendor's trailing twelve month (TTM)
ratings. The Diff column displays the difference between each vendor's most recent TTM ratings. The
scorecard displays 3 years of ratings for the comparison record. All ratings are expressed as averages.
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Figure 11: Vendor scorecard head to head
Overall Rating
The Overall Rating is calculated as:
(sum of normalized values in category result) / (number of assessment
groups)
In the following example, the calculation is
(2.13 + 2.86 + 3.79 + 1.43 + 2.39 + 3.7) / 2 = 8.15
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Figure 12: Normalized values
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Figure 13: Overall Rating on the Group Scorecard
Vendor scorecard history
The History view compares the current ratings for each metric category with ratings from the previous 3
years or 4 quarters.
Vendor scorecard: History
Ratings that have dropped are highlighted in red and display negative numbers. Ratings that have
improved appear in green with positive numbers. Arrow icons beside the values in the Diff column indicate
the trend of the current assessment against the previous assessment.
•
3 Years: To calculate the current ratings, the system averages the ratings from the trailing twelve month
(TTM) period. The Diff column shows the discrepancy between the current ratings and the previous
calendar year's ratings.
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Figure 14: History
•
4 Quarters: Quarterly assessments compare the average rating for each category in the current quarter
against the previous 4 quarters. The Diff column shows the discrepancy between the current ratings
and the previous quarter's ratings. The column labels count backward, by quarter, from the current
quarter. For example, if the current quarter is the 3rd quarter of 2013, then the previous quarters appear
as 2nd [2013], 1st [2013], 4th [2012], and 3rd [2012]. The columns for all four of the previous quarters
appear, whether or not there were any ratings for those quarters.
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Figure 15: Vendor scorecard by quarters
Overall Rating
The Overall Rating is calculated as:
(sum of normalized values in category result) / (number of assessment
groups)
In the following example, the calculation is
(2.13 + 2.86 + 3.79 + 1.43 + 2.39 + 3.7) / 2 = 8.15
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Figure 16: Normalized values
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Figure 17: Overall Rating on the Group Scorecard
Live Feed and vendor performance
The Live Feed view enables shows live feed conversations that apply to the current vendor and to respond
to comments.
To configure the Live Feed view, an assessment administrator selects the Live feed check box in the
Assessable Record form and saves the record. ServiceNow automatically creates a public live feed group,
named for the vendor. Live feed is available on the scorecard even if there are no category results for the
other views.
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Figure 18: Scorecard live feed 1
The Live Feed view provides these viewing options:
Table 51: Live feed options
Option
Description
My Feed
Displays the user's My Feed preferences.
Company
Displays the user's company feed.
Groups
Displays all available groups and gives the
logged in user the option to leave or join a
group. Select a group to display that group's
conversations.
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Option
Description
Tags
Displays all the tags found in live feed
comments. Click a tag to display the
conversations containing that tag.
Vendor decision matrixes
In the Vendor Performance application, a decision matrix is a graph that plots assessment results for
multiple vendors.
Decision matrixes are dynamically updated as vendors are assessed, and use data from a trailing twelve
month (TTM) period. After an assessment administrator has created decision matrixes, vendor managers
can use them to compare vendors' relative standing in selected categories.
View a vendor decision matrix
You can view a vendor decision matrix to compare relative standings of vendors in selected categories.
1.
2.
Navigate to Vendor Performance > Vendors > Vendor Decision Matrix.
Click a Name.
The decision matrix page has these components:
•
Options
•
Filter: Select the subset of vendors for the decision matrix. By default, you can filter by vendor
type.
Figure 19: Decision Matrix Parameters
•
•
Scale: Select the display size scale for the decision matrix. The greater the scale, the larger the
decision matrix appears.
Decision matrix
•
•
X- and Y-axes: Each axis represents one or more categories, or themes used to evaluate
vendors.
Plotted items: The labeled points you see on a decision matrix, called plotted items, represent
averages of category scores for vendors. Point to a vendor name to view the vendor's rating
summary. Click a vendor name to view the vendor scorecard.
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Figure 20: Vendor Performance Decision Matrix
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Plotted item rating summaries
When you point to a vendor name on a decision matrix, a pop-up rating summary displays the vendor's
average ratings for each axis.
If an axis represents one category, the ratings are calculated averages from results for that category.
If an axis represents multiple categories, the ratings are calculated averages from results for all of the
categories.
The rating summary shows:
•
•
•
Current rating
Difference between the current rating and the previous year's rating
Ratings from each of the three previous years, if available
Figure 21: Decision Matrix Rating Summary
Using vendor bubble charts
A bubble chart is a dynamically updated graph that plots assessment results for multiple vendors.
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Vendor managers can create and use bubble charts to compare the relative standing of vendors in three
categories. The X- and Y-axes each represent a different category. Vendors are plotted on the chart as
circular markers, or bubbles, which vary in size according to scores for the third category, or Z-axis.
View bubble charts
To view a vendor bubble chart:
1.
2.
Navigate to Vendor Performance > Vendors > Vendor Bubble Charts.
Click a Name.
3.
Under Related Links, click View Bubble Chart.
The bubble chart page has these components:
•
Bubble chart
•
•
•
X- and Y-axes: Each axis represents a category.
Bubbles: Each labeled bubble represents an average of category scores for a vendor. Point to a
bubble to view a vendor score summary. Click a bubble or bubble label to view the scorecard for
the vendor.
Vendor list: Lists all active vendors. The bubble chart only plots vendors for which there are
assessment results.
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Figure 22: Vendor Bubble Chart Page
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Bubble Score Summaries
Point to a bubble to display a score summary for the vendor the bubble represents. The summary
displays the vendor's average score for each category in the following order: X-axis category, Y-axis
category, Z-axis category. The scores are based on data from the last 12 months.
Figure 23: Bubble Chart Score Summary
Create vendor bubble charts
To create a vendor bubble chart, navigate to Vendor Performance > Vendors > Vendor Bubble Charts
and create a record (see table for field descriptions).
Note: For color fields, either HTML names or hexadecimal (hex) values are acceptable. For hex
values, the # character is optional. Values are not case-sensitive. For example, all of the following
values are valid: LightGray, lightgray, #D3D3D3, d3d3d3.
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Figure 24: Bubble Chart form
Table 52: Creating Vendor Bubble Charts
Field
Description
Name
Descriptive name for the bubble chart. Bubble
Chart is appended to the name when you view
the bubble chart.
Top left label
Label text for the top left, top right, bottom
left, and bottom right quadrants, respectively.
Choose labels that help interpret results. For
example, a bubble chart might have the following
quadrant labels, where vendors in the top right
quadrant have the best scores:
Top right label
Bottom left label
Bottom right label
•
•
•
•
Top left label:Resource
Top right label:Essential Partner
Bottom left label:Poor Performer
Bottom right label:Reevaluate
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Field
Description
Top left color
Border colors for the top left, top right, bottom
left, and bottom right quadrants, respectively.
Bubbles are the color of the quadrant they are in.
Top right color
Bottom left color
Bottom right color
Type
Metric type associated with this bubble chart.
The type must be Vendor to display vendor
assessment results.
X-Axis label
Label text for the X-, Y-, and Z-axis categories
of the bubble chart. These labels appear along
the X- and Y-axes, if applicable, and in bubble
score summary windows. The category name
is usually a good label. If these fields are left
empty, the bubble chart automatically displays
the selected category names as the labels.
Y-Axis label
Z-Axis label
Metric X category
Metric Y category
Metric Z category
Vendor metric category each axis represents.
Results for the Z-axis category determine the
size of each bubble. The Z-axis should generally
represent the most important category out of the
three.
Quadrant label color
Color of the label text for the quadrant borders.
Default
Not used for vendor bubble charts.
Vendor ticketing
Vendor ticketing helps establish stronger relationships between vendors, incidents, and SLAs.
Vendor ticketing helps establish stronger relationships between vendors, incidents, and SLAs by providing:
•
•
•
An easy way to pause contract or service commitment SLAs and start vendor-oriented SLAs from the
Incident form.
A view of all incidents opened against a vendor's services or products on the vendor record.
The ability to start vendor-oriented SLAs from different vendor events on the Incident form.
Additionally, vendor ticketing adds the Vendor Credits module to the Vendor Performance application
menu. This module enables vendor managers to track credits that a vendor owes due to breached service
contracts, and to view any unused credits.
Vendor ticketing roles
Users with the following roles can use vendor ticketing features.
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Table 53: Roles
Role Title
Role Name
Description
Vendor manager
vendor_manager
Vendor managers are involved
with an organization's vendor
management process and
can configure vendor records.
They can also manage vendor
credits.
ITIL user
itil
ITIL users perform basic
technical operations in the
system and can add vendor
information to incidents.
Portfolio administrator
portfolio_admin
Portfolio administrators,
activated by Service Portfolio
Management, can view, create,
and delete SLA records and
use all vendor ticketing features
included with SLAs.
Activate vendor ticketing
An administrator can activate the Vendor Ticketing plugin to access the functionality.
Additional plugins will be activated if they are not already active.
1.
2.
Navigate to System Definition > Plugins.
Right-click the plugin name on the list and select Activate/Upgrade.
3.
If the plugin depends on other plugins, these plugins and their activation status are listed.
[Optional] Select the Load demo data check box.
4.
Some plugins include demo data—sample records that are designed to illustrate plugin features
for common use cases. Loading demo data is a good policy when first activating the plugin on a
development or test instance. You can load demo data after the plugin is activated by repeating this
process and selecting the check box.
Click Activate.
Installed with Vendor Ticketing
What components are installed with Vendor Ticketing.
The following components are installed with Vendor Ticketing.
Demo data is available with Vendor Ticketing.
Tables
Vendor Ticketing adds the following table.
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Table 54: Vendor Ticketing tables
Table
Description
Vendor Credit [vndr_credit]
Stores vendor credit records for vendors that
breach SLAs.
Plugins
Vendor Ticketing activates the following plugins, if they are not already active.
Table 55: Vendor Ticketing plugins
Plugin name
Plugin ID
Description
Portfolio Management
com.snc.service_portfolio
Allows an organization to
document the business
services it provides using a
standardized, structured format.
Performance against availability
commitments is calculated
and can be displayed in a
homepage.
Service Portfolio Management - com.snc.service_portfolio.sla
SLA Commitments
Adds SLA Commitment
support to Service Portfolio
Management.
Task-Outage Relationship
com.snc.task_outage
Allows users to create an
outage from an incident
or problem. Incidents and
problems have a many-to-many
relationship with outages.
Vendor Performance
com.snc.vendor_performance
Provides the core vendor
performance functionality
with which vendor ticketing
processes integrate.
UI policies
Vendor Ticketing adds the following UI policy.
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Table 56: Vendor Ticketing UI policies
Name
Table
Description
Show and hide vendor fields
Incident [incident]
Enforces the following policies
when the incident state is
Awaiting Vendor or the Vendor
field is not empty:
•
•
Shows these fields: Vendor,
Vendor closed, Vendor
open, Vendor point of
contact, Vendor resolved,
and Vendor ticket.
Makes these fields
mandatory: Vendor and
Vendor ticket.
Script includes
Vendor Ticketing adds the following script includes.
Table 57: Vendor Ticketing script includes
Name
Description
VendorCreditUtilsAJAX
Retrieves breach penalty amount and time.
VendorTicketUtil
Retrieves service portfolio records.
Client scripts
Vendor Ticketing adds the following client scripts.
Table 58: Vendor Ticketing client scripts
Name
Table
Description
Clear related vendor fields on
change
Vendor Credit [vndr_credit]
Resets all vendor specific fields,
such as Service commitment
and Service offering, to blank
whenever the Vendor field on
the Vendor Credit [vndr_credit]
table changes.
Clear relevant fields on offering
change
Vendor Credit [vndr_credit]
Resets all service offering
related fields, such as Service
availability and Related outage,
whenever the Service offering
field on the Vendor Credit
[vndr_credit] table changes.
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Name
Table
Description
Populate availability related
fields
Vendor Credit [vndr_credit]
Populates Vendor, Service
offering, and Service
commitment fields, whenever
the Service availability field on
the Vendor Credit [vndr_credit]
table changes (if available).
Populate contract field
Vendor Credit [vndr_credit]
Populates Vendor and Contract
fields whenever the Service
offering field changes on the
Vendor Credit [vndr_credit]
table.
Populate incident related fields
Vendor Credit [vndr_credit]
Resets all fields to blank and
tries to fetch the new values
whenever the Related incident
field changes on the Vendor
Credit [vndr_credit] table.
Populate outage related fields
Vendor Credit [vndr_credit]
Tries to fetch the new values for
the Vendor, Related incident,
and Service offering fields
whenever the Related outage
field changes on the Vendor
Credit [vndr_credit] table.
Populate Penalty Fields
Vendor Credit [vndr_credit]
Tries to fetch Breach penalty
amount and Breach penalty
time whenever the Service
commitment field changes on
the Vendor Credit [vndr_credit]
table.
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Name
Table
Description
Show and hide vendor on state
change
Incident [incident]
Performs the following tasks
when the incident state is
Awaiting Vendor:
•
•
•
Shows these fields: Vendor,
Vendor closed, Vendor
open, Vendor point of
contact, Vendor resolved,
and Vendor ticket.
Populates the Vendor
field automatically when
the selected configuration
item is manufactured by a
company designated as a
vendor.
Hides these fields: Vendor,
Vendor closed, Vendor
open, Vendor point of
contact, Vendor resolved,
and Vendor ticket when the
state is not Awaiting Vendor
and the Vendor and Vendor
ticket fields are empty.
Business rules
Vendor Ticketing adds the following business rules.
Table 59: Vendor Ticketing business rules
Name
Table
Description
mark_vendor_closed
Incident [incident]
Populates the Vendor closed
field with the current date and
time when a user saves the
incident record and:
•
•
mark_vendor_resolved
Incident [incident]
The State field is set to
Closed.
The Vendor field is not
empty.
Populates the Vendor resolved
field with the current date and
time when a user saves the
incident record and:
•
•
©
The State field is set to
Resolved.
The Vendor field is not
empty.
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Name
Table
Description
Set Awaiting Vendor time
Incident [incident]
Populates the Vendor open field
with the current date and time
when a user saves the incident
record and at least one of the
following conditions is true:
•
•
Verify offering related to vendor
Vendor Credit [vndr_credit]
The State field is set to
Awaiting Vendor.
The Vendor field is not
empty.
Clears the Service offering
field if both of the following
conditions are true:
•
•
The Service offering field is
not empty.
The vendor on the service
offering record is different
than the vendor on this
record.
Use vendor ticketing
Vendor ticketing enables vendor performance to integrate with contract and service offering SLAs by
adding functionality to the Incident [incident] table that starts a service offering SLA from a specific
incident state.
Vendor ticketing enables vendor performance to integrate with contract and service offering SLAs by
adding functionality to the Incident [incident] table that starts a service offering SLA from a specific
incident state. Fields record the date and time of specific vendor events in the life of an incident and
appear as options for starting an SLA. When you create an incident that requires vendor interaction, the
system can start an SLA when the incident is opened, closed, or resolved. The SLA stages example uses
demonstration data included with vendor ticketing to illustrate how you can start or stop SLAs while waiting
for vendor input for an incident.
Vendor ticketing adds a module called Vendor Credit that allows an organization to track credit owed by a
vendor from breached business service contracts.
Configure SLAs for vendor ticketing
Vendor ticketing enables you to pause contract SLAs and start service offering SLAs automatically when a
vendor-related incident is opened, closed, or resolved.
Configure a contract SLA
Use the Service Level Management module to configure a contract SLA.
1.
2.
3.
Navigate to Service Level Management > SLA > SLA Definitions.
Click New.
Select Contract SLA when prompted for the type of SLA to create.
In this example, a contract SLA is configured to start when a priority 1 incident is opened in Paris. The
SLA is configured to pause when the user working on the incident is waiting for additional information
from the vendor: [State] [is] [Awaiting Vendor].
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Figure 25: Vendor ticket start SLA
Configure a service offering SLA
You can use certain timestamp fields from a vendor-related incident to start a service offering SLA.
You can use these timestamp fields from a vendor-related incident to start a service offering SLA.
•
•
•
Vendor closed: Start the SLA when a vendor-related incident is closed.
Vendor open: Start the SLA when a user saves an incident after selecting a vendor. You can select a
vendor when the incident state is set to Awaiting vendor.
Vendor resolved: Start an SLA when a vendor-related incident is resolved.
Note: In most cases, Vendor open is the best selection for starting an SLA, but your business
process might require a different trigger.
1.
2.
3.
4.
Navigate to Business Services > Service Offering SLAs > SLAs.
Click New.
Select Incident [incident] in the Table field.
Select Vendor open in the Set start to field.
This sets the SLA to start at the time shown in the Vendor open field on the incident form. The system
creates the timestamp when the incident form is saved in a state of Awaiting Vendor.
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5.
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Software Asset Management
Create the Start condition for the SLA.
[Active] [is] [true] and [State] [is] [Awaiting Vendor]
6.
This condition starts the service offering SLA when a user saves an active incident in the Awaiting
Vendor state.
Create the Stop condition for the SLA.
[State] [is not] [Awaiting Vendor]
7.
This condition stops the service offering SLA when a user changes the Awaiting vendor state to any
other state.
Click Submit.
When a user saves an incident after specifying a vendor, the system pauses any contract SLA in use.
The system then checks the Set start to field in the service offering SLA to determine which vendor
event to use. Because Vendor open starting option was selected for the SLA, it starts on the date and
time that appears in the Vendor open field in the incident.
Figure 26: Vendor ticket start SLA 2
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Add vendor information to an incident
Vendor ticketing adds date and time fields to the Metrics view of the Incident form.
Table 60: Incident form
Field
Description
Vendor open
Automatically populated with the date and time
the incident record is first saved with a value in
the Vendor field.
Vendor closed
Automatically populated with the date and time
the incident record is closed with a value in the
Vendor field.
Vendor resolved
Automatically populated with the date and time
the incident record is resolved with a value in the
Vendor field.
An option called Awaiting vendor in the State field allows a technician to pause contract SLAs and start the
service offering SLA while waiting for input from a vendor. This state enables additional fields for vendor
information.
Figure 27: Incident vendor ticketing metrics view
1.
2.
Open an incident record in the Default view.
If the incident cannot be resolved until the vendor takes some action, select Awaiting Vendor in the
State field.
This state pauses any SLAs affected by this incident that have Awaiting Vendor defined as a pause
condition, ensuring that vendor delays do not impact SLA performance. When you select a state of
Awaiting Vendor, the following fields appear:
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Table 61: Vendor fields
Field
Description
Vendor
[Required] Select the vendor associated
with the incident. The system automatically
populates this field when the incident
is associated with a configuration item
manufactured by a company that is also a
vendor.
Vendor ticket
[Required] Enter a case or incident number
provided by the vendor. This is the vendor's
identification number for the issue and is not
used for ServiceNow processing.
Vendor point of contact
Enter contact information for the vendor.
This might include the name of a customer
service representative, a phone number,
email address, or other helpful information.
Note: These fields are also available in the Mobile view of the Incident form.
3.
4.
5.
Add a comment or work note to provide additional information.
Save the record.
After the vendor resolves the issue, select a state of Active to restart the SLA.
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Figure 28: Incident vendor ticket
View an incident from a vendor record
Vendor ticketing adds the Incidents related list to the Vendor view of the Company form, showing all
incidents related to that vendor.
1.
2.
3.
Navigate to Vendor Performance > Vendors > Vendors.
Select a vendor, such as Microsoft, from the list.
Select the Incidents related list.
The related list shows incident information, such as Vendor ticket, State, Vendor open, Vendor
resolved, and Vendor closed.
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Figure 29: Vendor related incidents
Note: The related list is visible only if there is at least one incident associated to the vendor
you are viewing.
SLA stage example
This example uses demonstration data available with vendor ticketing to illustrate how the application can
manage SLA stages for different incident states.
1.
2.
Create a new incident record and select the IBM-T42-DLG computer as the affected Configuration
item.
Set the Impact and Urgency to either Medium or High.
Figure 30: Selecting the CI
The system starts a contract SLA for this incident based on the incident priority, not the CI. In this
case, the system creates the Priority 1 resolution (8 hour) SLA. The system adds the SLA to the Task
SLAs related list.
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Figure 31: The Task SLAs related list
3.
You call Sony, the vendor for this CI, and update the incident state to On Hold.
4.
The dependent fields appear, with Sony entered as Vendor.
Complete the required vendor fields and save the record.
Figure 32: Vendor fields
The Priority 1 resolution (8 hour) SLA is configured to pause when the incident state is On Hold.
Figure 33: Priority 1 resolution (8 hour) SLA
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Software Asset Management
You discover that this CI is part of a service offering called IBM Cloud Computing that has an SLA.
You change the Configuration item value to the service offering and save the record.
Figure 34: The Configuration Item
The system starts the SLA for the IBM Cloud Computing service offering. The SLA for this service
offering is configured to start when the Vendor open event occurs in the incident. The incident state of
On Hold and the addition of a vendor trigger this event for the SLA when the incident is updated.
Figure 35: The updated Task SLAs related list
6.
When you have received all the information needed from the vendor, you update the incident state
appropriately.
The SLAs react to each state as follows:
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Table 62: States
7.
State
Description
On Hold
You need additional help to resolve this
incident. Any of these states marks the
service offering SLA as Complete. The
incident SLA remains Paused.
Active
You have all the information you need to
continue to work on the incident. This state
restarts the paused contract SLA and marks
the service offering SLA as Complete.
Resolved or Closed
You have completed your work on the
incident. Either state marks both SLAs as
Complete.
The issue with the original CI reoccurs, and you reopen the incident by setting the state to Active.
The application creates a new contract SLA with the same start date and time of the original SLA and
sets the stage to In progress.
Figure 36: The final Task SLAs related list
Vendor credit
Vendor credit offers a method for manually tracking the credit that a vendor owes an organization because
of a breached business service contract.
ServiceNow stores the monetary penalties for contract breaches in service commitment records. The
system retrieves this information from the service commitment for the vendor's service offering and uses it
to calculate the vendor credit due for a breach. Vendor managers can create a credit record manually from
the Vendor Credit module or from several different tables in the system. You can access the records for
unused vendor credit from the Credits field in a vendor scorecard.
The Vendor Credit module is added to the Vendor Performance application menu when you activate
vendor ticketing.
You can create credit records from the Vendor Credit form or from records in other tables.
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Create vendor credit from the Vendor Credit form
You can create credit records from the Vendor Credit form.
1.
2.
3.
Navigate to Vendor Performance > Vendor > Vendor Credits.
Click New.
Select the Vendor first, then fill in the other fields, as appropriate (see the table below).
Note: The vendor selected determines the options available for other fields. If a selection
list is empty, the vendor has no records in the referenced table. If you change the vendor,
ServiceNow clears all the other fields in preparation for different values.
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Figure 37: Vendor Credit form
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Field
Description
Number
[Read-only] System generated reference number
for this credit record.
Vendor
[Required] Name of the vendor.
Related incident
Number of any incident related to this vendor's
products.
Service offering
Service offering related to this vendor.
Service commitment
Specific service commitment that affects this
vendor credit.
Service availability
Business service availability commitment that
affects this vendor credit.
Related outage
Actual outage that created the vendor credit. The
value in this field is from the Short description in
the outage record.
Vendor contract
Contract with this vendor, if any. The choice list
for this field only displays contracts for the named
vendor. These contracts can be in any state.
Reference number
Any reference that pertains to this credit.
Possible values could include a proprietary
confirmation number or the name of a contact.
Breach penalty time
Duration of the breach. This is the elapsed time
of the credit-generating event and is inherited
from the Service commitment selected.
Breach penalty amount
Total amount of credit due from this event,
inherited from the Service commitment selected.
Per
Unit of time used to calculate the breach penalty
amount, inherited from the Service commitment
selected.
Credit used
Check box indicating that credit from this vendor
has been recovered.
Notes
Any notes pertaining to this credit record. For
example, you might keep track of recovered
credit.
Create vendor credit from table records
You can create credit records from table records by clicking the Create Vendor Credit related link.
Attention: The Create Vendor Credit related link is only available in records for these tables if the
record references a vendor. The procedures here contain instructions for exposing the link when it
is hidden.
•
Click the Create Vendor Credit related link in records from these tables:
•
•
•
Outage [cmdb_ci_outage]
Incident [incident]
Service Availability [service_availability]
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•
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Company [core_company]
When ServiceNow creates a vendor credit record from one of these sources, it automatically populates
the form with related data from other tables, such as vendor name, contract, and service offering. Fields
associated with a vendor that have more than one possible value are not populated automatically.
ServiceNow filters the list of possible choices for these fields based on the parent field, when populated.
The system populates these fields in the Vendor Credit form from fields in the Service Commitment
form:
•
•
•
Breach penalty amount
Per
Breach penalty time
Create vendor credit from the Outage form
You can create vendor credit from the Outage form.
1.
2.
3.
4.
If the Create Vendor Credit related link does not appear on the Outage form, define a vendor in the
referenced table.
a)
Click the Configuration Item field reference icon (
).
This opens the Service Offering form.
b)
Select a vendor.
c)
Click Update.
The Outage form appears with the related link available.
Navigate to Business Services > Outages.
Locate the configuration item involved in the outage and click Outage in the Type column.
In the Outage form, click the Create Vendor Credit related link.
The Vendor Credit form appears with this data pre-populated:
•
•
•
•
Vendor
Service offering
Vendor contract
Related outage
Create vendor credit from an incident
You can create vendor credit from an incident.
Create vendor credit records from incidents opened against business services only. Other CI types do not
have service offerings and cannot be configured for vendor credit.
1.
2.
3.
4.
If the Create Vendor Credit related link does not appear on the Incident form, define a vendor for the
incident.
a) Select Awaiting Vendor from the State field.
This action shows the Vendor and Vendor ticket fields.
b)
Complete both required fields.
c)
Click Update.
The related link appears on the Incident form.
Navigate to Incident > Open.
Open an incident for a vendor's product.
Click the Create Vendor Credit related link.
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The Vendor Credit form appears with this data pre-populated:
•
•
•
•
Vendor
Related incident
Service offering
Vendor contract
Create vendor credit from the Service Availability form
You can create vendor credit from the Service Availability form.
1.
If the Create Vendor Credit related link does not appear on the Service Availability form, define a
vendor in the referenced table.
a) In the Service Availability form, click the Service Offering field reference icon.
This opens the Service Offering form.
b)
Select a vendor.
c)
Click Update.
The Service Availability form appears with the related link available.
2.
Navigate to Business Services > Availability.
3.
4.
Open a Service Availability record for a vendor's service offering.
Click the Create Vendor Credit related link.
The Vendor Credit form appears with this data pre-populated:
•
•
•
Vendor
Service offering
Service Commitment
Create vendor credit from the Company form
You can create vendor credit from Company form.
1.
2.
3.
4.
If the Create Vendor Credit related link does not appear on the vendor record, make sure the Vendor
check box is selected.
a) In the Company form, make sure you are in the Vendor view.
b)
Select the Vendor check box.
Only companies designated as vendors can display the Create Vendor Credit related link.
c)
Click Update.
The related link appears on the Company record for that vendor.
Navigate to Vendor Performance > Vendors > Vendors.
Open the record for that vendor.
Click the Create Vendor Credit related link.
The Vendor Credit form appears with the Vendor field pre-populated.
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Index
Index
C
U
create vendor credit
from incidents 127
from Outage form 127
from Service Availability form 128
from table records 126
from the Company form 128
from Vendor Credit form 124
Use Vendor Ticketing
configure contract SLAs 114
configure service offering SLA 115
configure SLAs 114
sla stage 120
vendor information to incidents 117
vendor record 119
view an incident 119
R
rating summary
vendor decision matrix 103
S
Software Asset Management
activate 4
administration 60
client access 60
content service 63
custom product 61
dashboard 8, 15
Discovery 40
get started 6
installed with 19
job result 48
licensing 25
metric attributes 37
migrate 66
migrate software installs 62
migration 64
optimization 54
overview 7
pattern normalization rule 48
plugin 4
reclamation candidate 56
reclamation rule 55
reconciliation 50
refresh processor definitions 62
roles 19
run reconciliation 54
set up 5
software discovery models 45
software entitlement 31, 36
software installations 42
software model results 51
software models 25
software suite 29
Software Asset Management Content Service
opt in 64
opt out 64
software discovery models
edit 47
software installations
custom patterns 44
manual override edition 43
V
Vendor Bubble Charts
using 103, 104, 106
vendor credit 123
vendor decision matrix
view 101
vendor decision matrixes 101
Vendor Performance
activating 70
assessment 75
assign roles 68
create vendor record 76
data set up 68
evaluate vendors 69
process 68
roles 69
use vendor ticketing 114, 114, 114, 115, 117, 119, 120
using 75
vendor activity 82
vendor assessments set up 69
vendor contact 81
vendor managers 76
vendor scorecards 84, 84, 84, 85, 88, 89, 90, 91, 92,
95, 99
vendor ticketing 109
vendor type 76
vendor performance overview module
use 72
Vendor Scorecards
averages by vendor type 89
categories 90
category metrics 91
head to head compare 92
history 95
live feed 99
ratings 88
vendor summary 85
vendor ticketing
activate 109
roles 108
Vendor Ticketing
installed with 109
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