So before I say anything about ServiceNow Licensing is that your milage may vary and you'll need to ask your account representative or sales representative to get the correct answer about if something is or is not included with your license.
With that being said, ServiceNow's licensing has a been a pain point for some on the community for years. I mean, just load this page up from the community. As of 2017-10-17 theres a lot of information and since every company has it's own contract with ServiceNow, it seems they don't generally reply officially to any of them, however I'll try to aggregate the important bits below.
|What roles exist for most Products SN licenses?||There are generally three roles; Requesters, Approvers, *Fulfillers-||Communigy ThreadWiki Link to Counting Licenses|
The only documentation about their licensing is this old wiki page.
Publicly available licensing information
With that being said, this information is based on the sources I found publicly available via Google. I found the following with that exact search;
ServiceNow sells six standard offerings. All customers must first purchase one of the below standard offerings.
CreateNow to provide customers the most flexibility to utilize ServiceNow developed applications "out of the box" as well as build their own applications on top of the Service Automation Platform -- including the capability to create service applications from a template. Once one of the above standard offerings is purchased, there are a number of options and add ons available that extend the customer's ServiceNow investment:
Every employee or contractor given access to the subscription service by the customer must be assigned a unique username and password that may not be shared or transferred. Employees and contractors that have a user profile in the subscription service which is not designated as "active" may not be given access to the subscription service. The following describes the types of users required for each subscription model:
|Orchestration Core||Running Node||Yes|
|Orchestration Cloud provisioning|
|Orchestration (new model)||Per transaction|
|IT Operations (ITOM)|
|Password reset (part of ITOM)||10k resets/yr||Yes|
The Service Suite is designed to address service requirements in any service domain including:
The Service Suite With CreateNow is comprised of everything in the Service Suite and also includes CreateNow custom application development use rights. This combination provides customers with the most flexibility because they can utilize ServiceNow developed service applications "out of the box" as well as build their own applications on top of the Service Automation Platform. CreateNow use rights are required to utilize the Service Suite capability to create service applications from a template.
The Project Portfolio Suite addresses the prioritization and delivery of projects and services. This suite provides support for both waterfall and agile methodologies including Scrum. Included in this package are Project Portfolio, Resource, Demand, Test and Software Development Lifecycle (SDLC).
The IT Business Suite (ITBM) extends the ServiceNow portfolio by providing the compliance and performance metrics necessary to manage IT services. Included in this package are Governance, Risk, and Compliance (GRC), andVendor Performance .
In addition to the application suites listed above, ServiceNow separately offers IT Financial built on the complete Service Automation Platform. IT Financial is a ServiceNow developed application designed to provide insight into spend for CIO's seeking to align investment to business goals. Users can classify general ledger records, define a reporting structure, define allocation rules and view summary reports. The IT Financial application is independently subscribed to based on the numbers of users required. IT Financial is a strategic product that adds valuable insight on spend for a very small number of key individuals, such asthe CIO, CFO and business unit IT VPs, with pricing reflecting that value.
|Application||Service Mgt||Service Mgt Createnow||Project Portfolio||Business Mgt||Finance Mgt||Create Now|
|Software Development Lifecycle||Included|
|IT Governance, Risk, and Compliance||Included|
|Custom Application Development||Included||Included|
|Service Automation Platform||Included||Included||Included||Included||Included||Included|
Note Licensing here means they are a Fulfiller below! Also Custom App means can use any number of custom applications e.g. regular old u_tables, or scoped applications Project with financial plugins - is different
|Create one's own request||Included||Included||Included||Included|
|View one's own request||Included||Included||Included||Included|
|Modify one's own request||Included||Included||Included||Included|
|Search the Service Catalog||Included||Included||Included||Included|
|Search the Knowledge Base||Included||Included||Included||Included|
|Access public pages||Included||Included||Included||Included|
|Set one's own notification preferences||Included||Included||Included||Included|
|View assets assigned to user||Included||Included||Included||Included|
|Access and post to Live Feed||Included||Included||Included||Included|
|Initiate Chat Sessions||Included||Included||Included||Included|
|Participate in a Watch List||Included||Included||Included||Included|
|View a report published to them||Included||Included||Included||Included|
|Approve requests routed to user via email||Included||Included||Included|
|Update and submit one's own time card||Included||Included|
|View/Approve requests routed to user via system||Included||Included||Included|
|Create any record||Included|
|Delete any record||Included|
|Modify any record||Included|
|Drill through any report||Included|
|Create any report||Included|
|Delete any report||Included|
|Modify any report||Included|
|Perform development activities||Included|
|Perform Administrative activities||Included|