Optimizing ServiceNow True-up Fees: A Pharma IT Estate Success Story

The Challenge

The client wanted visibility into risk and reward opportunities. They needed to improve their ITAM program with best practices. They sought to implement proactive software license management to forecast IT spend accurately and manage budgets effectively. This approach aimed to optimize their entire IT estate.

The ITAM team had to demonstrate their value to the executive team. They needed to show the impact of effectively managed software publishers to mitigate risk and achieve cost savings. To accomplish this, they required the knowledge and experience that Anglepoint’s experts could provide.

The ServiceNow application owner had a clear direction and ITAM roadmap for managing this publisher. They needed Anglepoint to verify licensing assumptions and assess the impact of increasing licenses. The owner was eager to engage in a demand planning session to drive growth or decrease for certain products.

With a ServiceNow renewal and True-up approaching, the client needed accurate usage data from the Effective License Position (ELP) completed by Anglepoint. They sought expertise to support this and requested Anglepoint’s help with licensing optimization recommendations to avoid unnecessary spend.

The Solution

Anglepoint launched a multi-year project to enhance the organization’s SAM Maturity and develop ITAM processes. This included regular ELPs and ROARs for ten Tier 1 publishers and ServiceNow Health Checks.

A key part of the Health Checks was preparing the client for the imminent ServiceNow True-up. Due to a tight deadline, the client needed precise usage reports for the True-up and contract renewal. Anglepoint provided an accurate ServiceNow ELP with actionable recommendations, optimizing the True-up process and avoiding unnecessary costs.

Anglepoint’s ServiceNow experts collaborated with the client’s application owner in a demand planning session. They analyzed current data usage and the client’s future plans for key products. This approach ensured a strategic ServiceNow renewal process and discussed contract language impacting the True-down clause for products flagged in the demand planning session.

RESULTS

The Demand Planning session allowed Anglepoint to engage directly with the client and understand current usage patterns and future trends. The client shared a two-year roadmap detailing key products for planned growth and reductions with ServiceNow. This collaboration enabled a data-driven renewal strategy.

After the ELP and Demand Planning session, Anglepoint provided targeted software licensing guidance. The Risk and Opportunity Assessment Report (ROAR) included recommendations for managing True-up costs, identifying cost savings and risks, and suggesting contract adjustments. This guidance helped the client complete an optimized ServiceNow True-up and prepared them for the upcoming contract renewal.