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There are a range of different license types that ServiceNow use for their products. The most common are as follows:

• Requester: these are non-licensed users that can access self-service portals like Service Catalogue, Knowledge Base and CMS/Service Portal.

• Fulfiller: a fulfiller is someone who "works on things." They need access to the platform in order to perform their role.

• Business stakeholder: this is someone whose role involves approving requests and viewing records and reports.

• Unrestricted user: Any active user of the platform is classed as unrestricted.

This is a very popular question, and there's no definitive answer. It all depends on the individual customer's circumstances - they need to validate how they expect their organisation to work with the new solution.

If an enterprise of 2000 people needs access to manage an array of business processes, far more licenses will be needed than a small customer service team of 20 people checking and progressing customer support tickets.

The answer is three years, which is the most cost friendly way of purchasing licenses. This is because there will typically be an uplift at each renewal point in the contract, unless you're taking on new products. If you wish to purchase a shorter term length, your license cost will increase annually, as well as adding an uplift every time you renew.

Buying through the UK Crown Commercial Service, G-Cloud, has its own special terms - our blog on buying through G-Cloud can be found here.