Answer 7 questions to identify ServiceNow subscription savings across products, user types, and fulfillers.
$100+
Per Fulfiller/Mo
7
Questions
3 min
To Complete
Question 1 of 7ServiceNow Optimisation
Question 1 of 7
👥
How many ServiceNow fulfillers (named users) does your organisation have?
Fulfiller licences are the primary cost driver. Each fulfiller has a named subscription per product they access.
Under 100 fulfillers
100-500 fulfillers
500-2,000 fulfillers
2,000+ fulfillers
Significant optimisation potential
Question 2 of 7
📊
What percentage of fulfillers actively use ServiceNow monthly?
Inactive fulfillers represent pure waste. Industry average: 15-25% of fulfiller licences show low or no activity.
90%+ active monthly
70-90% active
50-70% active
30-50% potentially unused
Under 50% or unknown
Question 3 of 7
🔄
Are users who only submit requests licensed as fulfillers?
Requesters (self-service portal users) are typically included at no additional cost. Users misclassified as fulfillers waste money.
Clear separation — requesters use portal only
Mostly separated with some exceptions
Likely some requesters licensed as fulfillers
Never assessed requester vs fulfiller split
Question 4 of 7
📦
How many ServiceNow products are you subscribed to?
Common products: ITSM, ITOM, ITBM, CSM, HRSD, SecOps, App Engine. Each has separate fulfiller subscriptions.
1-2 products (e.g., ITSM only)
3-4 products
5-7 products
8+ products or unclear count
Question 5 of 7
⚙️
Do all fulfillers need access to all subscribed products?
Paying for product-level fulfiller access for users who only use one or two products creates waste.
Yes — most fulfillers use most products
Mostly — some products used by smaller teams
Likely many fulfillers only use ITSM
Never assessed product usage by fulfiller
Question 6 of 7
📋
Do you have a process for reclaiming licences from departed or role-changed employees?
Without lifecycle management, ghost fulfillers accumulate.
Automated — HR/SSO integration handles it
Semi-automated — IT handles within a week
Manual — delays common
No process — fulfillers rarely reclaimed
Question 7 of 7
🔍
When was the last time you reviewed your ServiceNow subscription for optimisation?
User roles and needs evolve. Subscriptions appropriate at deployment may not match current requirements.
Within last 6 months
6-12 months ago
1-2 years ago
Never
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