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.

Question Related info Link
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;

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:

  • ServiceNow Orchestration Core Enables the customer to orchestrate
    activities outside the customer's ServiceNow environment.
    OrchestrationCore:
    • Allows customers to automate discrete tasks or processes that
      interact with external systems or services. (This capability
      includes "Orchestration Activities").
    • Includes Orchestration Activity Packs for Microsoft Active
      Directory, Exchange, PowerShell and SSH.
    • Provides the capability to manage the configuration settings of
      a physical or virtual server. (This capability includes
      "Orchestration Configuration Automation Application")
    • Provides the capability to reset User's passwords that are
      stored and pre authenticated in a credential store outside
      Customer's instance (e.g. Active Directory). (Prior to Fuji,
      this capability had been "Orchestration Password Reset
      Application" -- a separate ServiceNow Orchestration Add on
      product.)
  • ServiceNow Orchestration Cloud Provisioning Application -- Cloud
    provisioning package to manage the life-cycle of provisioning virtual
    and/or public cloud infrastructure. (Requires purchase of
    Orchestration Core). Includes VMware vSphere and Amazon EC2 Activity
    Packs
  • ServiceNow Orchestration Event Application -- Dynamically creates
    alerts from infrastructure events generated by third party
    monitoring tools.
  • ServiceNow ServiceWatch - ServiceWatch discovers and maps business
    services, creating and maintaining a service-centric CMDB.
    Subsequently, it monitors the nodes and relationships between the
    nodes that make up each service as well as the performance and
    availability of each business service.
  • ServiceNow IT Operations (ITOM) Suite -- Complete ITOM offering
    which includes OrchestrationCore, Cloud Provisioning, Event and
    ServiceWatch Applications.
  • ServiceNow Discovery -- Locates physical and virtual devices
    connected to an enterprise network and identifies the relationships
    between those devices, as well as identifies the software installed
    on each.
  • ServiceNow Performance Analytics -- Provides advanced analytics and
    time series analysis for key performance indicators(KPIs.)
  • Public Catalog -- Supports service catalog deployments that extend
    outside the organization to an unknown number of Requesters.

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:

  • Fulfillers: (formerly referred to as process users): Fulfillers have
    full admin, developer, or usage rights within a purchased offering.
    This includes the creation, editing, or deletion of any record in
    the system. A Fulfiller is any user given a role in the subscription
    service by the customer other than the Approver role.
  • Requesters: (formerly referred to as end users): Requesters create,
    edit, and view their own requests. Requests can be submissions
    through the service catalog or incidents submitted through the
    ServiceNow web or mobile interfaces. They can also access the
    ServiceNow Knowledge Base to perform self service. A Requester is
    any user checked as "active" on his or her user profile in the
    subscription service other than a Fulfiller or Approver.
  • Approvers: Approvers can do everything a Requester does as well as
    approve or deny a record routed to the user (including adding
    related comments/work notes, however no other field may be modified).
    The Approver may perform the functionalities listed below for any
    approval generated via a ServiceNow built or custom built
    application. An Approver is any user given the ServiceNow provided
    "Approver" role in the subscription service by the customer and no
    other role.

Non-user Licensing

Thing Cost per Subscribed
Performance Analytics
Notify
Discovery Discovered Server Yes
Orchestration Core Running Node Yes
Orchestration Cloud provisioning
Orchestration (new model) Per transaction
Event Something Yes
ServiceWatch
IT Operations (ITOM)
Public Catalog
Password reset (part of ITOM) 10k resets/yr Yes

Service Suite

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

  • Core ITIL framework use case applications, formerly contained in the
    "IT Service Automation Suite" and now referred to as "IT Service"
    applications. Included are Incident, Problem, Change, Release,
    Request, Asset, and IT Cost.
  • Service delivery needs of other organizations within the enterprise
    having workflow / case requirements, including:
    • HR Service Streamlines HR service delivery by offering a self
      service catalog to users and out-of-the-box request and fulfill
      process automation. The HR specific service catalog presents
      predefined items for services such as benefits or employee
      relations to employees.
    • Facilities Service Simplifies facilities service delivery by
      offering a self service catalog to users containing out of the
      box request, and automating the assignment and fulfillment
      process. The facilities specific service catalog presents pre
      defined items for services such as security or HVAC to
      employees.
    • Field Service Enables the of work requested and assigned to
      remote or mobile field technicians.
    • Finance Service Enables the finance department to define its
      services and fulfill requests -- including financial reports,
      procurement and payroll queries through workflow capabilities
      and knowledge; provides visibility into resource utilization and
      service delivery performance through dashboards.
    • Legal Service Enables the legal department to define its
      services and fulfill requests -- including contracts, legal
      research and policy queries through workflow capabilities and
      knowledge; provides visibility into resource utilization and
      service delivery performance through dashboards.
    • Marketing Service Enables the marketing department to define its
      services and fulfill requests --including creative services,
      campaign operations and website publishing through workflow
      capabilities and knowledge; provides visibility into resource
      utilization and service delivery performance through dashboards.

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

Application Service Mgt Service Mgt Createnow Project Portfolio Business Mgt Finance Mgt Create Now
Incident Included Included
Problem Included Included
Change Included Included
Release Included Included
Asset Included Included
Request Included Included
IT Cost Included Included
Project Portfolio Included
Resource Included
Demand Included
Software Development Lifecycle Included
Test Included
IT Governance, Risk, and Compliance Included
Vendor Performance Included
HR Service Included Included
Facilities Service Included Included
Field Service Included Included
Finance Service Included Included
Legal Service Included Included
Marketing Service Included Included
IT Financial 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

What requires a Role

Function Requester Time Card Approver Fulfiller
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
Take Surveys 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