I hope you were able to attend the July 19th webcast where we covered the exciting new features coming in Jasmine. If you were not able to make it please watch the recording as we discuss and demonstrate many of the improvements that I will cover in this blog.
ServiceAide came into existence with the goal of improving Service Management. To achieve this goal we not only need to build a great product but we also need to build great relationships with our customers. Previously Cloud Service Management operated an audit approach to ensuring customers were in compliance with their licenses. For example, a customer could purchase 10 Named User licenses and use 20. Through an audit, the customer would be asked to pay for the additional 10 licenses they were using. This is a bad approach to building a long term relationship between the customer and the vendor. And it's not a common way to manage licenses in modern SaaS software.
With the release of Jasmine, we will be rolling out a more modern approach to managing licenses in Cloud Service Management. I wanted to highlight those changes and their timeline. If you have any questions on these changes please contact your account manager or firstname.lastname@example.org.
First a brief definition of the various license types in Cloud Service Management. For more detail take a look at this wiki article on Cloud Service Management Licensing.
- Named User: This type of license is assigned to a single IT analyst or Administrator who needs to manage tickets, processes, system behavior and reports. A user with this type of license can always log in as the license is assigned to their account and is not shared with other users.
- Concurrent User: This type of license is shared across a group of IT analysts or administrators who need to manage tickets, processes, system behavior, and reports. The number of Concurrent licenses a company purchases defines the maximum number of users with a Concurrent license that can be logged in to the application simultaneously. This type of license is great for companies that operate in shifts where one shift would log out and another shift would come online. Also, this license works well for teams that have level 2 teams who log in occasionally and can share a license.
- Self-Service User: A Self-Service user is a user who needs assistance from the Service Desk team and does so through the mobile app, email, phone, or the self-service interface. Self-Service users can create, update, and approve tickets that are related to their requests but cannot manage tickets of other users. They can search their ticket history and if security allows, the tickets of the organization they belong to. CSM Customers receive an unlimited number of Self-Service users with their purchase of the application. There is no change in the approach to managing Self-Service Users in the Jasmine release.
- Web Services User: A Web Services license is a license type designed specifically for integrations. A user associated with this license type cannot log in through the normal web interface or mobile app and can only access application functionality through the application Web Services API. This license type is useful for external systems like monitoring tools or other help desk systems that need to create or update tickets in the application from the API. There is no change in the approach to enforcing Web Services Users in the Jasmine release.
View Owned License Data in Staging - Available July 20th
The first step is to expose owned license information in Cloud Service Management. We have imported Named User license counts (previously known as Fixed) and Concurrent User license counts (previously known as Floater) from existing contracts into each customer's Staging environment (csmstaging.serviceaide.com, csm2staging.serviceaide.com).
To view this information navigate to Manage>Tools>Slice Configuration. You will see two new fields that have your owned license information.
Please review and validate this information. If it is incorrect please reach out to your ServiceAide account manager or email@example.com for assistance. This data will eventually be used to ensure license compliance in your production environment so it's critical that this information is correct.
Warn on License Compliance - August 12th
As Jasmine is rolled out into production environments, license management will be turned on in warning mode. This means that Administrators will be alerted by email if they are using more Named and Concurrent licenses than they own within their Production Slice. Users are not prevented from logging into Cloud Service Management and your system will work exactly as it did before. This gives the Administrator time to understand their usage and adjust how licenses are assigned to their users.
New column added to Manage>Users screen to show last login time for the user. This allows an administrator to quickly identify users who are not using their license. The administrator could decide to reassign the user's license to another user if necessary.
The License Type filter has been updated to reflect Named and Concurrent terminology.
Session Management - August 12th
Named and Concurrent users will be limited to two active web sessions at the same time. When attempting to login a third time the user will see a message prompting them to logout one or more of their currently active sessions.
Administrators can now monitor all active sessions from Manage>Tools>Manage Sessions and logout users when required.
There is no change in session management for Self-Service Users, Web Services Users or mobile app users.
Enforce License Compliance - Targeted for September 9th
After customers have time to ensure they are within compliance by viewing usage and evaluating any warnings, Cloud Service Management will enforce license rules.
For Named User licenses this is straightforward. For example, if you own 10 Named Licenses and have 10 Named licenses assigned to active users, CSM will not allow you to associate more Named Licenses with users. Administrators can inactivate users, reassign licenses or purchase additional licenses from ServiceAide.
For Concurrent User Licenses (valid for Service Management Edition only), this is a bit more complex. An administrator can assign Concurrent User licenses to an unlimited number of users. Compliance is measured not by the number of users that exist in the system with a Concurrent License but rather the number of simultaneous users logged in at the same time. CSM will warn Administrators as they near the threshold and prevent users from logging in when the maximum number of concurrent users is reached.
Subscription Center - Targeted for Key release in November
To provide further transparency into the number of licenses you own and are using a new workspace will be added in the Key release named "Subscription Center". This workspace will show owned licenses, license renewal date, usage reports and license compliance warnings.
Look for more information coming in September and October.