Se i o Pricing Document

This document details pricing structures and policies for ServiceNow. It includes information on the ServiceNow pricing model for

standard packages as well as all options and add- ­‐-­ ‐-­ ‐ons.

Taxonomy and User Types ServiceNow Service Management Suite v2: Comprised of ServiceNow-­‐developed applications designed to address

the core ITIL framework use cases (Incident, Problem, Change, Release, Request, Asset, Cost) as well as ServiceNow-­‐

developed applications designed to address the service delivery needs of other organizations within the enterprise,

including Facilities, Field Service, Finance, Legal and Marketing.

Service Management Suite v2 With Performance Analytics: Comprised of Service Management Suite v2 plus

Performance Analytics for Service Management Suite v2. This package includes over 80 KPIs for Incident Management,

Problem Management, Change Management and Request Management. Customers are entitled to configure KPIs for

Release Management, Asset Management, Cost Management, Facilities Service Management, Field Service

Management, Finance Service Management, Legal Service Management, and Marketing Service Management.

ServiceNow Platform Runtime: The right to develop a new application in the Customer’s non-­‐ production instance(s)

using ServiceNow Platform Services is granted to all users with any subscription product purchase. The right to deploy

the developed application in the Customer’s production instance requires a Platform Runtime purchase.

ServiceNow Service Management Suite v2 With Platform Runtime: Comprised of ServiceNow Service Management

Suite v2 plus Platform Runtime to provide customers the most flexibility to utilize ServiceNow-­‐developed applications

“out of the box” as well as build their own applications using ServiceNow Platform Services and deploy them in

production – including the capability to create service management applications from a template.

ServiceNow Human Resources Service Management (HRSM): Includes

ServiceNow-­‐developed HR Service Management application, which includes robust HR Case Management

capabilities,HR Knowledge Base, and general inquiry HR Service Portals.

The “Enterprise Service Portal – HR User” An out of the box pre-­‐ configured employee service portal, employee

and manager based tasking, acknowledgements, including attestation and e-­‐signature, model for configuring an

employee lifecycle event, employee criteria for portal content, a collection of HR widgets for portal customization,

and 20 pre-­‐built HR workflows. “Enterprise Service Portal – HR User” requires HRSM as a prerequisite.

ServiceNow Customer Service Management v2: Includes ServiceNow-­‐developed Customer Service Management

application with omni–channel customer engagement, a robust customer data model, case management, and Voice of

Customer feedback. Also includes ServiceNow-­‐ developed core ITIL framework applications (Incident, Problem,

Change, Release, Request,Asset, Cost) as well as Field Service Management.

ServiceNow IT Business Management (previously named “Service Strategy”) -­‐ Workers, Planners and Analysts: Spans

three types ofusers:

IT Business Management -­‐ Worker for limited access to the ServiceNow-­‐developed Demand, Resource, Project

Portfolio, Agile Development and Testapplications that address portfolio planning, test management and development

processes. Intended for large numbers of low-­‐ touch users.

IT Business Management -­‐ Planner with full access to the five IT Business Management – Worker applications

plus the ServiceNow-­‐developed Financial Planning application, which assist executives and budget owners in the

automation of budget and forecast planning, plus some limited access to Application Portfolio Management to

provide data for application rationalization, and limited access to Cost Transparency only to view reports.

IT Business Management -­‐ Analyst with full access to the IT Business Management – Planner applications plus

the ServiceNow-­‐developed Cost Transparency application, designed to provide insight into spend for CIO's and

other senior executives seeking to align investments to business goals, plus full access to all Application

ServiceNow Governance, Risk and Compliance (GRC) Suite: ServiceNow-­‐developed applications (Policy and

Compliance, Audit, Risk and Vendor Performance) designed to govern and measure key business policies, procedures

andcontrols.

ServiceNow Security Operations: Includes Security Incident Response, Vulnerability Response and Threat Intelligence

applications, which process security data from leading vendors to ServiceNow’s advanced workflow and systems

management to enable security operation teams to rapidly resolve cyber security issues. ServiceNow offers three

Security Operations packages -­‐ Starter, Standard, and Advanced – with increasing functionality based on the maturity

of customer security programs.

IT Operations Management (ITOM) Applications and Packages:

ServiceNow Orchestration Core v2: Enables the customer to orchestrate activities outside the customer’s

ServiceNow environment.

ServiceNow Password Reset Application: Provides the capability to reset User’s passwords, which are stored and

pre-­‐authenticated in a credential store outside of customer’s instance of the subscription service (e.g.,

Active Directory and other supported credential stores). Password Reset use rights for up to 10,000 users are

included with Orchestration Core v2.

Client Software Distribution Application: Allows administrators to distribute software from the service catalog

using third party management systems. Client Software Distribution use rights for up to 1,000 client nodes are

included with Orchestration Core v2.

ServiceNow Cloud Management Application: Allows administrators to manage the lifecycle of virtual and/or public cloud infrastructure (requires purchase of Orchestration Core v2).

ServiceNow Event Management Application: Dynamically creates alerts from infrastructure events generated

by third-­‐party monitoring tools.

ServiceNow Service Mapping Application: Service Mapping 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 eachservice.

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 ServiceWatch Mapping: Package includes Service Mapping and Discovery applications.

ServiceWatch Insight: Package includes Service Mapping, Discovery and Event Management applications.

ServiceNow ServiceWatch Suite v2: Complete IT Operations Management (ITOM) package, which includes

Orchestration Core v2, Cloud Management, Event Management, Service Mapping and Discovery applications.

Once one of the above standard offerings is purchased, there are a number of additional offers, options and add-­‐ons available

that extend the customer’s ServiceNow investment.

Additional Add-­‐Ons:

ServiceNow Performance Analytics: Provides advanced analytics and time series analysis for key performance

indicators (KPIs.)

ServiceNow Edge Encryption: On-­‐premise encryption proxy software enables customers to control and manage the

encryption keys.

ServiceNow Notify: Provides bi-­‐directional SMS, voice, and conference bridge capabilities, tightly integrated with

workflow and business rules. Requires a Twilio account to activate.

ServiceNow also has several targeted market offerings:

ServiceNow Express: A standardized, rapid deployment service management solution designed for companies that

are transitioning from ticketing and help desk products and need a proper IT Service Management solution that is

easy to configure.

• Capabilities include Incident Management, Problem Management, Change Management, Asset Tracking, Visual

Task Boards, and one-­‐click reporting.

• ServiceNow Express is available worldwide and includes English, Spanish, German, French, Italian, Japanese and

Portuguese (Brazilian) language support.

ServiceNow Express Discovery: A ServiceNow Express application (priced and licensed separately by device) that

delivers a scheduled network scan with an automated CMDB update of discovered assets providing IT an accurate view

of managed devices, servers, databases, virtual machines and software licenses. ServiceNow Express is a prerequisite

for ServiceNow ExpressDiscovery.

The visual below depicts the ServiceNow product packaging. The ServiceNow Platform Services in red are critical enablers and

are the foundation of ServiceNow products. To obtain production access to the ServiceNow Platform, a customer must purchase

a subscription product in blue or green. All of the subscription products in blue and green are available for initial sale while options

and add-­‐ons in black require blue or green subscription products as prerequisites. Note: For customers making their initial

ServiceNow purchases with ITOM and Security Operations non-­‐user-­‐based applications, a minimum of two Fulfiller Users of

Service Management Suite v2 must be licensed for ServiceNow Platform admin purposes.

For a description of the features and applications included with the ServiceNow Platform, please review the ServiceNow

Product Overview document located at http://www.servicenow.com/schedules.html 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.

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The standard packages are sold in two different subscription models. The following describes the types of users required for

each subscription model:

Fulfiller 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 orApprover.

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.

Time Card Users: Time Card Users can do everything a Requester does as well as update and submit their own time card(s).

They cannot update or submit someone else’s time card(s). A Time Card User is any user given the ServiceNow-­‐ provided

“Time Card User” role in the subscription service by the customer -­‐ and no other role.

Non-­‐Fulfiller User Models (Including HR User)

Unrestricted Users or Users: For licensing where every employee or contractor is provided the same rights, we define each

as an “Unrestricted User” (for the various subscription suites and applications) or as a “User” (for add-­‐on

products like Notify and Password Reset). For the Unrestricted User scenario, the customer decides what roles to

assign to each individual for the subscribed number of Unrestricted Users. For subscription purposes, ServiceNow only

tracks the total number of “active” users. An “active” user is any user in the sys_user table that has a user id and has

the “active” field set to true.

HR User: HR Service Management and “Enterprise Service Portal – HR User” are only offered with the "HR User” pricing

model. HR User pricing is consistent with industry pricing and is aligned to the employee self-­‐reliance via the

employee service portal value proposition. HR User pricing is equivalent to Per Employee Per Month (PEPM) Pricing,

but with additional clarification on what types of users count as employees for license and audit purposes.

All active employees / users who are serviced by the HR solutions, and are within their start and end date of

employment, are included in the HR User count. This includes full-­‐time, part-­‐time, contractor, and contingent

employee / user populations. The following employee types are excluded from the calculation because they will be

outside of their start and end date period: Applicants and Alumni.

Usage Rights The following table summarizes usage rights by user type as reflected in the Istanbul Order Form:

Function / Use Rights

Authorized

User Types

Requester Approver Fulfiller

Create its own request Included Included Included View its own request Included Included Included Modify its own request Included Included Included Search the Service Catalog Included Included Included Search the Knowledge Base Included Included Included Access public pages Included Included Included Take surveys Included Included Included Set its own notification

preferences Included Included Included

View assets assigned to user Included Included Included Access and post to Live Feed Included Included Included Initiate Chat sessions Included Included Included Participate in a Watch List Included Included Included View a report published to

them Included Included Included

Approve requests by email

that are routed to user -­‐ Included Included

Approve requests routed to

user via system -­‐ 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

Application Packaging

ServiceNow provides applications built on the ServiceNow Platform. Applications are available in suites or single application

subscriptions, and each is independently subscribed to based on the numbers of users required. Note that Platform Runtime is a

special standard offer that will be addressed in its own section below. See details below:

Application/Package

Servi

ce

Servic

e

Mgmt

Suite

v2

Custom

er

HR

Service

ITBM -­‐-­‐ Worker

ITBM -­‐-­‐ Planner

ITBM -­‐-­‐ Analyst

GRC Suit

Platform

Incident Management Include Include Include Problem Management Include Include Include Change Management Include Include Include Release Management Include Include Include Asset Management Include Include Include Request Management Include Include Include Cost Management Include Include Include Project Portfolio Mgmt Limited Include Include Resource Management Limited Include Include Demand Management Limited Include Include Agile Development Limited Include Include Test Management Limited Include Include Financial Planning Include Include App Portfolio Management Limited Include Cost Transparency Limited Include Policy and Compliance Include Audit Management Include Vendor Performance Mgmt Include Risk Management Include Customer Service Mgmt Include HR Service Management Include Enterprise Service Portal -­‐ include Facilities Service Mgmt Include Include Field Service Management Include Include Include Finance Service Mgmt Include Include Legal Service Management Include Include Marketing Service Mgmt Include Include Platform Runtime Include Included ServiceNow Platform Includ

e *Note: The ITBM – Worker has “limited” use rights for the Demand, Resource, Project Portfolio, Agile Development and

Test applications where they are granted the rights for Requester User. In addition, the Worker User is granted rights to

modify assigned work tasks, create and modify checklists on assigned tasks, and to submit time cards and sheets on

assigned work. The ITBM – Planner: In addition to full Fulfiller User use rights to Demand, Resource, Project Portfolio, Agile

Development, Test and Financial Planning applications, the Customer is granted rights to Application Portfolio

Management only to create configurations for specific applications managed and modify any associated record, and to

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Application Suites

ServiceNow’s application suites contain multiple applications that are built on the ServiceNow Platform. Each application suite is

independently subscribed to based on the numbers of users required. Be aware that not all groupings of multiple applications

have been given the “suite” descriptor.

Service Management Suite v2 -­‐ £69.30 per Fulfiller per month

The Service Management Suite v2 is designed to address service management 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 Management” applications. Included are Incident

Management, Problem Management, Change Management, Release Management, Request

Management, Asset Management, and Cost Management.

Service delivery needs of other organizations within the enterprise having workflow/case

management requirements, including:

• Facilities Service Management: 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 Management: Enables the management of work requested and assigned to remote or mobile field technicians.

• Finance Service Management: Enables the finance department to define its services and

fulfill requests – including financial reports, procurement and payroll queries – through

workflow capabilities and knowledge management; provides visibility into resource

utilization and service delivery performance through dashboards.

• Legal Service Management: Enables the legal department to define its services and fulfill

requests – including contracts, legal research and policy queries – through workflow capabilities and knowledge management; provides visibility into resource utilization and

service delivery performance through dashboards.

• Marketing Service Management: Enables the marketing department to define its services and fulfill requests – including creative services, campaign operations and

website publishing – through workflow capabilities and knowledge management;

provides visibility into resource utilization and service delivery performance through

dashboards.

Service Management Suite v2 With Platform Runtime -­‐ £86.63 per Fulfiller per month

The Service Management Suite v2 With Platform Runtime is comprised of every application in the Service

Management Suite v2 and also includes Platform Runtime use rights. This combination provides customers with the

most flexibility because they can utilize ServiceNow-­‐developed service management applications “out of the box” as

well as build their own applications on top of the ServiceNow Platform. Platform Runtime use ri ghts are required for

any individual performing Fulfiller functions for a customer-­‐developed custom application deployed in production, or

for any individual providing Fulfiller functions for an application (1) generated utilizing the Service Managemen t

Suite v2 capability to create service management applications from a template, and (2) is deployed in production.

Service Management Suite v2 With Performance Analytics -­‐ £83.16 per Fulfiller per month

The Service Management Suite v2 With Performance Analytics SKU provides customers with KPI-­‐ based reporting

and time-­‐series analysis of any data stored in SMS v2 applications to gain insights and drive business outcomes. This

package includes over 80 KPIs for Incident Management, Problem Management, Change Management, and Request

Management. Customers are entitled to configure KPIs for Release Management, Asset Management, Cost

Management, Facilities Service Management, Field Service Management, Finance Service Management, Legal

Service Management, and Marketing Service Management.

HR Service Management – HR User -­‐ £3.47 per User per month

HR Service Management (HRSM) consumerizes the employee service experience. It streamlines HR service delivery

by standardizing the interactions between employees and their HR organization. HR SM managed interactions and

process standardization is enabled through HR Case Management functions and prebuilt service definitions for

benefits, payroll, employee relations, talent management, workforce administration and HR operations.

HR Service Management with the HR (employee) Service Portal provides engaging Employee Portals and prebuilt out

of the box request and fulfillment process automation. Employee self-­‐service is supported through targeted HR

catalog and knowledge content based on employee type and location. This includes the ability to task employees and

managers to complete actions in support of a lifecycle event.

Customer Service Management v2 -­‐ £86.63 per Fulfiller per month

Customer Service Management enables enterprises to deliver effortless customer service to increase customer

satisfaction while proactively reducing case volumes and costs, connect departments, workflows, and systems,

resolve underlying issues and automate service across the enterprise. Customers can be other organizations

(business-­‐to-­‐business) or individuals (business-­‐to-­‐consumer). The Customer Service Management application

includes a customer portal service portal specific to external customer support. Also included are the Field Service

Management application as well as Incident Management, Problem Management, Change Management, Release

Management, Request Management, Asset Management, and Cost Management.

In addition, when Customer Service Management is purchased, all Users, including Requesters, will be assigned a

role. There are two types of Requesters in the Customer Service Management Application (i) a user who is a contact

of the customer's account, partner account, or a consumer will have an snc_external role, in addition to other roles

(ii) a user who is an employee or contractor of the customer will exclusively have an snc_internal role.

Customer Portal Visits: In addition to the Fulfiller licenses purchased with Customer Service Management v2, Customer Portal Visit licensing is also implemented with the Customer

Service Management v2 suite. A “visit” is defined as a period of activity on the Customer

Portal. A new Visit is generated if an anonymous, unauthenticated, or External Requester

User accesses, logs out, times out, or has their Visit span beyond midnight of the

ServiceNow instance.

Additional Customer Portal Visits: Each Customer Service Management v2 Fulfiller that a

customer purchases includes 1,000 Customer Portal Visits. If additional visits are needed,

the customer can purchase 1,000 additional Customer Portal Visits for £41.58/month

with the SKU, “Customer Service Management v2 (1,000 Additional Customer Portal

Visits) – 1,000 Visit Pack.”

IT Business Management (ITBM) – Workers, Planners and Analysts

The IT Business Management portfolio offers financial transparency and prioritization and delivery of projects and

services providing support for both waterfall and agile methodologies including Scrum – up though budgeting and

generating insight into spend for CIO's and other senior executives seeking to align investment to business goals.

ITBM implementation generally requires more than a simple installation for a customer to derive value, so at least

1:1 services is recommended.:

IT Business Management – Worker (£20.79 per user per month) has “limited” use rights for

the Demand, Resource, Project Portfolio, Agile Development and Test applications where they are granted the rights for Requester User. In addition, they are also granted rights to

track and submit time sheets as well as create and modify their own work items that relate

to the aforementioned five applications.

IT Business Management – Planner (£51.98 per user per month) with full Fulfiller use right

access to the five ITBM – Worker applications plus the Financial Planning application, which

assists executives and budget owners in the automation of budget and forecast planning,

plus some limited access to Application Portfolio Management to provide data for

application rationalization, and limited Cost Transparency to view reports only.

IT Business Management – Analyst (£862.25 per user per month) with full Fulfiller use

right access to the ITBM – Planner applications plus the Cost Transparency application,

designed to provide insight into spend for CIO's, CFO’s, business unit VP’s and other senior

executives seeking to align investments to business goals, plus full access to all Application

Portfolio Managementfunctions.

Governance, Risk and Compliance (GRC) Suite (£86.63 per user per month)

The GRC Suite extends the ServiceNow portfolio by providing the compliance and performance metrics necessary to

manage various business services. Included in this suite are Policy and Compliance Management, Risk Management,

Audit Management and Vendor Performance Management.

Policy and Compliance Management enables customers to design and implement IT and

business processes that support compliance controls at the onset. It also enables compliance,

audit, and risk assessment teams to eliminate redundancies and policy conflicts by

rationalizing their control frameworks into a single, centralized system of record.

Risk Management enables customers to utilize and correlate risk-­‐based audit results with real-­‐

time service performance, vulnerability, threat and compliance information to detect changes

to the risk posture, to identify the assets and services affected by new threats and

vulnerabilities, and to scope and quantify the business and financial impact of theserisks.

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Audit Management automates and orchestrates key audit processes. It utilizes the common

control framework to eliminate redundancies and errors in audit planning, scoping, testing,

and evidence data collection.

Vendor Performance Management Enables Customer to manage, evaluate and compare

vendors based on predefined criteria.

Security Operations

Security Operations includes Security Incident Response, Vulnerability Response, and Threat Intelligence applications -­‐-­‐

along with Security Operations-­‐specific Event Management, Performance Analytics and Orchestration Activity Packs -­‐-­‐

which connect security data from leading vendors to ServiceNow’s advanced workflow and systems management to

enable security operation teams to rapidly resolve cyber security issues.

Security Incident Response enables SOC/SIRT teams to enact response plans to address security-

­‐related activities, events or incidents. Enables response team collaboration,

investigation of network and non-­‐network related activities (i.e. intellectual property theft,

criminal activities, etc.) and includes the capability for automated request assignment and

remediation across IT and security teams.

Vulnerability Response integrates with the National Vulnerability Database (NVD) and third-­‐

party solutions to generate a set of actionable reports of vulnerable assets in the Customer

environment. Incident response tasks, change requests or problem tickets can easily be

opened from vulnerabilities to allow security teams to perform further investigation or to

allow IT to perform remediation.

Threat Intelligence provides the ability to support multiple threat intelligence feeds to

enhance the context of a security incident by enabling analysts to see potential threats and

related systems in an integrated view. Threat Intelligence also allows Customers to add their

own custom feeds and to place confidence scores or weighting on each feed to accelerate the

identification of legitimate security issues.

IT Operations Management (ITOM)

The following section details the IT Operations Management (ITOM) applications that are available. ITOM applications are

“add-­‐on” subscriptions that require a minimum of two (2) Service Management Suite v2 Fulfiller Users for each

production instance. Note that as of Geneva, ITOM applications are not offered priced in volume tiers.

Discovery

Discovery discovers hardware, software, and the relationships between connected devices within a customer’s

environment. Specifically, it discovers physical and virtual devices such as laptops, desktops, servers (physical and

virtual), switches, routers, etc. as well as the software running on them.

Discovery is subscribed to based only on the number of nodes (physical or virtual servers) it discovers. Note that

Discovery can still be used to discover all devices in a customer’s environment when licensing by node. Usage will be

audited on a quarterly basis by counting the nodes discovered in the previous 90 day period. Customers must initially

purchase a minimum of 250 nodes.

£4.16/node/month – Node is any physical or virtual server that is: (i) discovered by the

Discovery application; and (ii) assigned as a configuration item by Configuration Management

(CMDB).

Service Mapping

Service Mapping 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.

Service Mapping is sold based on the number of nodes mapped. A node, as with other node-­‐based options, is defined as

a physical or virtual server. To determine the number of nodes required, the customer must first identify the business

services that Service Mapping is to map, then add up the total number of nodes that make up those business services. As

a guideline, in a typical business service, the average number of nodes is approximately 10. Customers must initially

purchase a minimum of 250 nodes. Service Mapping is available as a part of two packages in addition to the ServiceWatch

Suite v2 (see below):

ServiceWatch Mapping -­‐ £9.70/node/month – includes Service Mapping and Discovery. Node is

any physical or virtual server CI that is mapped by Service Mapping in the CMDB.

ServiceWatch Insight -­‐ £11.78/node/month – includes Service Mapping, Discovery and Event

Management. Node is any physical or virtual server CI that is mapped by Service Mapping in the

CMDB.

Event Management

Event Management dynamically creates alerts from infrastructure events generated by third-­‐party monitoring tools.

These alerts can then create incidents and be remediated via Orchestration. Event Management is sold based on the

number of nodes are capable of sending events to ServiceNow directly or through a third-­‐party monitoring tool that is

sending events to ServiceNow. Customers must initially purchase a minimum of 250 nodes.

£4.85/node/month – A node is a physical or virtual server for which events can be reported on (directly or indirectly) to the Event Management application.

Orchestration Core v2

Orchestration Core v2 is the foundation of the ServiceNow Orchestration offerings. Orchestration is required to

orchestrate activities using Graphical Workflow that interact with external systems. Orchestration Core v2 packaging

includes the following:

Use of Orchestration Activity Packs for Microsoft Active Directory (AD), Exchange, F5 Network

Management, Infoblox DDI, PowerShell, Microsoft System Center Configuration Management

(SCCM), SSH, WorkDay and SFTP File Transfer.

Use of custom orchestration activities that are built and maintained by the customer up to the

number of nodes purchased.

Password Reset Application with a limited 10,000 user entitlement.

Client Software Distribution application a limited 1,000 client node entitlement.

Orchestration Core v2 is sold based on the number of nodes in a customer’s environment. A node is defined as a physical

or virtual server. To determine the number of nodes required, the customer must first identify the environment they

wish to orchestrate and then count the nodes. A subset of nodes licensed for Orchestration Core v2 could include

production nodes or a specific business unit. Any node orchestrated directly by ServiceNow or indirectly through a 3rd

party system requires an Orchestration Core v2 node license. Customers must initially purchase a minimum of 250

nodes. If your customer use case is not related to nodes, there are custom SKUs that can be used to define custom use

rights.

£4.16/node/month – A node is any physical or virtual server that Orchestration interacts with

(directly or indirectly) using Graphical Workflow.

1.2 Password Reset Orchestration Application

Password Reset is an Orchestration application that enables users to automate the management of user credentials and

requires an Orchestration Core v2 subscription. While designed out of the box to address Active Directory, it can address

any credential store. 10,000 user licenses are included with Orchestration Core v2. Additional user licenses are available

separately. For subscription purposes, Password Reset is icensed by the total number of “active” users. An “active” user

is any user in the sys_user table that has a user id and has the “active” field set to true.

Price: £0.35/user/month (the first 10,000 user licenses are included as part of Orchestration Core v2).

• A user is anyone marked as active in the sys_user table.

Note: Password Reset for managing ServiceNow instance usernames and passwords is included free of charge with the

ServiceNow Platform. There is nothing to include in the order form for this to be enabled.

1.3 Client Software Distribution Orchestration Application

The Client Software Distribution Orchestration Application allows administrators to distribute software from the service

catalog using third party management systems and requires an Orchestration Core v2 subscription. 1,000 client nodes are

included with Orchestration Core v2. Additional client node licenses are available separately. For subscription purposes,

Client Software Distribution is licensed by the total number of client nodes. A Client Node is a physical or virtual

computing device with which Client Software Distribution interacts.

Price: £0.68/client node/month (the first 1,000 client node licenses are included as part

of Orchestration Core v2).

• A client node is a virtual or physical end user computing device

1.4 Cloud Management Orchestration Application

The Cloud Management Orchestration Application manages the lifecycle of virtual or cloud-­‐based assets and requires an

Orchestration Core v2 subscription for at least the same number of nodes. Cloud Management is sold based on the

number of nodes managed by the application. A node is a physical or virtual server managed by the cloud management

application. Customers must initially purchase a minimum of 250 nodes.

£10.40/node/month – A node is a public or private virtual server provisioned and/or managed

by the Cloud Management application.

1.5 ServiceWatch Suite v2

The ServiceWatch Suite v2 is the complete ITOM offer which includes Discovery, Service Mapping, Event Management,

Orchestration Core v2 and Cloud Management applications as described above. ServiceWatch Suite v2 is sold based on

the largest number of nodes managed by any of the ServiceWatch Suite v2 applications. Customers must initially

purchase a minimum of 250 nodes.

£18.02/node/month – Node count is the largest node count for any ITOM product licensed as described above.

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Options and Add-­‐Ons

The following section details the optional products and add-­‐ons that are available after one of the standard packages

has been purchased.

Performance Analytics

Performance Analytics provides KPI-­‐based reporting and time-­‐series analysis of any data stored in the ServiceNow

database. Pricing and licensing is as follows:

For the standard Performance Analytics offer with Istanbul – “Performance Analytics – Enterprise” -­‐-­‐ pricing is equal

to 20% of Account Total Net Subscription Product ACV. The “Performance Analytics – Enterprise” net price is

calculated by totaling the net annual contract value of all Subscription Products for the instance.

Edge Encryption

Edge Encryption provides on-­‐premise encryption proxy software that encrypts ServiceNow hosted data at rest and in

flight to the ServiceNow data center while enabling customers to control and manage the encryption keys.

Pricing and licensing mirrors that for Performance Analytics: pricing is equal to 20% of Account Total Net User ACV.

The Edge Encryption price is calculated by totaling the net annual contract value of all subscribed users across the

current application suites and legacy IT application suites, legacy shared services applications, and Platform

Runtime. This combined Account Total Net ACV is then multiplied by 20% to produce the price for Edge Encryption.

The calculated Edge Encryption price is subject to standard deal-­‐specific discounting rules.

Notify

Notify provides SMS, voice, and conference bridge capabilities via an integration with Twilio. Once a Twilio account is

provisioned, a customer can leverage Notify from any workflow or business rule to initiate notification. All

notifications are stored in ServiceNow for audit tracking purposes.

Notify is subscribed in an All user model. A user is defined being in the sys_user table and marked as active. This

definition is consistent with the All User model defined previously in the Taxonomy and User Types section. It is

important to note that Notify can be sold to customers, regardless of how they have subscribed to the standard

packages. So regardless of whether they are using the Fulfiller or All User Model for standard packages, Notify is

priced by the All User model. Notify is priced as follows:

£0.87/user/month – Notifications can be sent to any registered user.

Education/Non-­‐Profit Pricing

For public education and non-­‐profit entities, ServiceNow offers a 20% discount off product commercial list prices.