Trustworthy Data | Software Asset Managment 

Why Implement SAM in ServiceNow?

Software Asset Management (SAM) in ServiceNow provides organizations with the ability to manage software licenses, optimize spend, and ensure compliance by using accurate and normalized data. At its core, SAM leverages entitlement records, imported procurement data, and discovered software installations to reconcile what is owned versus what is deployed. This integrated approach helps business leaders make informed decisions while reducing risks associated with audits and overspending.

Track & Manage Software Entitlements

Entitlement records are a key component of SAM because they define the rights an organization holds to use specific software products. These records track the number of licenses purchased and serve as a reference point for monitoring actual software usage. While entitlements can be created manually or by completing forms, managing large volumes of data in this manner is time-consuming and prone to errors. ServiceNow’s SAM Professional supports Software Asset Managers by simplifying the import process, providing guidance before, during, and after data is added to the system.

Organizations may have entitlement information in many different formats. Some records may come from internal procurement systems, others directly from software vendors, and in some cases, organizations must compile their own documentation. Before importing into ServiceNow, this data often needs to be cleaned and reviewed to ensure accuracy. The platform allows Software Asset Managers to standardize and organize this information so that it integrates seamlessly into SAM.

Managing entitlement data offers clear operational and financial advantages. If an organization is using more licenses than it has purchased, Software Asset Managers can quickly address the issue by either removing excess installations or purchasing additional licenses to maintain compliance. On the other hand, if licenses are not being fully utilized, managers can adjust future purchases to avoid unnecessary spending. By providing visibility and control over software rights, entitlements enable organizations to maintain compliance while optimizing costs.

How Do Import Sets Support SAM?

Software entitlement data can be imported into ServiceNow using the entitlement import feature within the SAM application. However, organizations often need to bring in additional types of software asset data beyond entitlements. This can include installation records from systems that do not feed directly into ServiceNow, or information from secure or segmented networks where discovery tools cannot operate. In some cases, managed service providers may also need to import data on behalf of their customers when they do not have access to the customer’s environment.

For cases where imports are necessary, ServiceNow supports a range of file formats including CSV, Excel, XML, and JSON. Data can also be integrated from external sources such as JDBC or LDAP connections. During the import process, unique identifiers, such as asset tags, are used to determine whether a record should be updated or created. This approach ensures that existing records are not duplicated, and that data integrity is preserved. Administrators can configure fields in the import map to coalesce, allowing the system to match records accurately during transformation.

Through these capabilities, ServiceNow enables organizations to ingest and standardize software asset data from a wide range of sources. This flexibility ensures that SAM has a complete and trustworthy dataset, even in cases where discovery alone cannot capture all required information.

Sources from ServiceNow University Documentation:

Software Entitlements: Learning Course – ServiceNow University

Import Set: Learning Course – ServiceNow University