0
2.0.0
Zurich Patch 4, Yokohama Patch 2
Generative AI
This agentic application leverages AI to manage user inactivity in ServiceNow, optimising resource allocation and license usage. The initial release focuses on identifying inactive users, reassigning their tasks, and deactivating accounts efficiently.
Key Features of License Optimiser V2.0.1
Built on ServiceNow using AI Agent Studio and Now Assist, License Optimiser 2.0.1 is an AI-powered solution that identifies underutilised licenses and optimises subscription costs across multiple ServiceNow modules.
???? Core Features
- Multi-Module License Optimisation
- Supports ITSM, CSM, HRSD, SPM (user-based licenses)
- Supports ITOM (CI-based license optimisation)
- Dynamic License Detection
- Automatically retrieves license details from the Subscriptions [subscription] table
- Handles Per User and Unrestricted User license types
- Uses configurable system properties for flexible role mapping
- Inactive User Identification (30+ Days)
- Detects users who haven’t logged in for over 30 days
- Displays pending tasks before allowing deactivation
- Prevents deactivation until tasks are reassigned
- Automated License Reclamation
- Deactivates inactive users (post-confirmation)
- Sends notification emails automatically
- Ensures compliance with internal governance policies
- ITOM CI Optimisation
- Identifies Configuration Items not discovered in the last 30 days
- Enables guided retirement/decommissioning of unused CIs
- Interactive Master Agent Workflow
- Central agent routes to specialised module agents
- Step-by-step guided experience within the Now Assist Panel
- Governance & Security Controls
- Supports Now Assist Guardian (Prompt Injection & Content Filtering)
- Role-based access control enforcement
- Audit-ready with structured validation testing
- Zurich Release Compatible
- Designed and tested specifically for the Zurich build of ServiceNow
License Optimiser – Release Notes
Version: 2.0.1
Platform: ServiceNow – Zurich Release
???? New in Version 2.0.0
- Master AI Agent Architecture
- Central routing agent to manage module-specific optimisers (ITSM, ITOM, HRSD, SPM, CSM).
- Seamless module switching within a single conversation.
- Subscription-Based License Detection
- Dynamic license retrieval from the Subscriptions [subscription] table.
- Automatic identification of Per User and Unrestricted User license types.
- Manual fallback selection if no active subscription is found.
- Configurable Unrestricted Role Mapping
- Role mappings managed via system property:
x_syslt_sta.x_aisolution.itsm_inactive_roles - Enables updates without code modification.
- Role mappings managed via system property:
- Enhanced Inactive User Logic (30+ Days)
- Identifies inactive users across ITSM, CSM, HRSD, and SPM.
- Displays pending tasks with hyperlinks.
- Prevents deactivation until tasks are reassigned.
- Confirmation-based automated deactivation with notification.
- New ITOM CI-Based Optimisation
- Identifies Configuration Items not discovered in the last 30 days.
- Guided retirement/decommission workflow.
- Supports bulk action ("All") or single CI processing.
- Improved Governance & Security
- Now Assist Guardian integration (Prompt Injection & Offensive Content Protection).
- Role-based access enforcement.
- Structured validation and audit-ready workflows.
???? Improvements
- Streamlined conversation flow within the Now Assist Panel.
- Improved validation checks before executing privileged actions.
- Enhanced task reassignment guardrails.
- Better error handling for invalid inputs (CI name, role mismatch, etc.).
⚠️ Compatibility
- Supported Release: Zurich
- Build Tag: glide-zurich-07-01-2025_patch4-hotfix3-12-23-2025
- Not guaranteed to function on earlier or later releases.
Required Plugins
The License Optimiser V2.0.1 application (built on ServiceNow) requires the following plugins to be installed and activated:
???? Core AI & Platform Dependencies (Mandatory)
- Now Assist AI Agent Plugin
- AI Agent Studio Plugin
- Now Assist for IT Service Management (ITSM)
- GenAI Entitlements (Provisioned and active)
???? Module-Specific Dependencies
Depending on which modules you plan to optimise, install the corresponding applications:
- Customer Service Management (CSM) → Customer Service plugin
- IT Service Management (ITSM) → ITSM application
- Human Resources Service Delivery (HRSD) → Human Resources Scoped App: Core
- Strategic Portfolio Management (SPM) → Service Portfolio Management Premium + Strategic Planning
- IT Operations Management (ITOM) → ITOM Guided Setup
???? Notes
- These are the minimum required plugins for full functionality.
- Additional plugins may be required depending on custom roles or extended module configurations.
- Please make sure all plugins are compatible with the Zurich release of ServiceNow.