ServiceNow licensing (circa 2017)

A wallet being compressed with a vice grip

This is out of date. This was written in 2017 and it's been years since then. Models have changed some but I am keeping this post up as it may be useful to some. If you have licensing details you would like to share I'd love to hear about them. If you have public sources I'm even more curious. Reach out to me!

Original Content

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. 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.

QuestionRelated infoLink
What roles exist for most Products SN licenses?There are generally three roles; Requesters, Approvers, *Fulfillers-Communigy ThreadWiki Link to Counting Licenses

The 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;

Taxonomy and User Types

ServiceNow sells six standard offerings. All customers must first purchase one of the below standard offerings.

  1. ServiceNow Service Suite -- Comprised of ServiceNow developed applications designed to address the core ITIL framework use cases (Incident, Problem, Change, Release, Request, Asset, IT Cost) as well as ServiceNow developed applications designed to address the service delivery needs of other organizations within the enterprise, including HR, Facilities, Field Service, Finance, Legal and Marketing.
  2. ServiceNow Project Portfolio Suite -- ServiceNow developed applications (SDLC, Project Portfolio, Resource, Demand, Test) that cover the portfolio planning, test and development processes.
  3. ServiceNow IT Business Suite -- ServiceNow developed applications (IT GRC, Vendor) designed to govern and measure the business of IT.
  4. ServiceNow IT Financial Application -- ServiceNow developed application designed to provide insight into spend for CIO's seeking to align investment to business goals.
  5. ServiceNow CreateNow Development Suite -- The licensing for customers to build their own applications on top of the Service Automation Platform.
  6. ServiceNow Service Suite With CreateNow -- Comprised of ServiceNow Service Suite plus

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:

User Types for Standard Packages

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:

Non-user Licensing

ThingCost perSubscribed
Performance Analytics
DiscoveryDiscovered ServerYes
Orchestration CoreRunning NodeYes
Orchestration Cloud provisioning
Orchestration (new model)Per transaction
IT Operations (ITOM)
Public Catalog
Password reset (part of ITOM)10k resets/yrYes

Service Suite

The Service Suite is designed to address service requirements in any service domain including:

Service Suite With CreateNow

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.

Project Portfolio Suite

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).

IT Business Suite

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 .

IT Financial Application

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.

User Licensing

ApplicationService MgtService Mgt CreatenowProject PortfolioBusiness MgtFinance MgtCreate Now
IT CostIncludedIncluded
Project PortfolioIncluded
Software Development LifecycleIncluded
IT Governance, Risk, and ComplianceIncluded
Vendor PerformanceIncluded
HR ServiceIncludedIncluded
Facilities ServiceIncludedIncluded
Field ServiceIncludedIncluded
Finance ServiceIncludedIncluded
Legal ServiceIncludedIncluded
Marketing ServiceIncludedIncluded
IT FinancialIncluded
Custom Application DevelopmentIncludedIncluded
Service Automation PlatformIncludedIncludedIncludedIncludedIncludedIncluded

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

What requires a Role

FunctionRequesterTime CardApproverFulfiller
Create one's own requestIncludedIncludedIncludedIncluded
View one's own requestIncludedIncludedIncludedIncluded
Modify one's own requestIncludedIncludedIncludedIncluded
Search the Service CatalogIncludedIncludedIncludedIncluded
Search the Knowledge BaseIncludedIncludedIncludedIncluded
Access public pagesIncludedIncludedIncludedIncluded
Take SurveysIncludedIncludedIncludedIncluded
Set one's own notification preferencesIncludedIncludedIncludedIncluded
View assets assigned to userIncludedIncludedIncludedIncluded
Access and post to Live FeedIncludedIncludedIncludedIncluded
Initiate Chat SessionsIncludedIncludedIncludedIncluded
Participate in a Watch ListIncludedIncludedIncludedIncluded
View a report published to themIncludedIncludedIncludedIncluded
Approve requests routed to user via emailIncludedIncludedIncluded
Update and submit one's own time cardIncludedIncluded
View/Approve requests routed to user via systemIncludedIncludedIncluded
Create any recordIncluded
Delete any recordIncluded
Modify any recordIncluded
Drill through any reportIncluded
Create any reportIncluded
Delete any reportIncluded
Modify any reportIncluded
Perform development activitiesIncluded
Perform Administrative activitiesIncluded

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