Intelligent Service Management Licensing Overview

While adding a user you can define the licensing type of that user. This helps on how the user uses the application. For more information about adding users, see Manage Users.

The following types of licenses are supported in Serviceaide Intelligent Service Management:

Self-Service

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 create or manage tickets of other users. They can search their ticket history and if security allows, the tickets of the organization they belong to.
Intelligent Service Management customers receive an unlimited number of Self-Service users with their purchase of the application.

Named

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.

For Example, a company named Beta Corp purchases five Named User Licenses. Beta Corp has four IT Managers and one Administrator. These people need to be able to log in to application to verify on escalations and manage any business-critical processes.

Beta Corp purchases five Named Licenses, creates user accounts in the application for the four IT managers and and one Administrator, and associates each of them with a Named License. These five users can log in to the system at any time.
Beta Corp cannot create any more users with a Named license as they would be out of compliance with their contract for five Named licenses. If they needed to add another user with a Named license they would either need to purchase another Named license, make one of the existing users inactive or assign a different license type that Beta Corp owns to one of those users.

Note: By associating an active user account with a Named license, that user is consuming a Named license. If you have users associated with Named licenses that are no longer using the system, set them to inactive.

The terms Named and Fixed refer to the same type of License and Serviceaide is standardizing on the term Named going forward.

View Last Log in Time of the user

The Administrator can view the last log in time of the user, navigate to MANAGE> TOOLS> USERS. This is helpful to quickly understand if a user is using their Named License. If they are not, it may be an opportunity to assign it to a different user or switch that user to a Concurrent license.

For more information about users, see Manage Users

Concurrent

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.

For example, Beta Corp purchases 10 Concurrent Licenses. Beta Corp has 30 level 1 analysts within IT that are using the application to log, update, and resolve tickets. The team is broken out into three shifts with 10 level 1 analysts working each shift.

The Beta Corp management team decides to purchase 10 total Concurrent licenses as the peak number of users with a Concurrent license using the application at any given time will be ten.
Beta Corp creates 30 total users in the application and assigns each of them a concurrent license. This means that no more than ten users with a concurrent license can be logged in to the application at any one time.

Note: By associating an active user account with a Concurrent license, that user only consumes a license when they are logged in to the application. The concurrent license will be made available for others after the user logs out or times out of the tool.

The terms Concurrent and Floater refer to the same type of License and Serviceaide is standardizing on the term Concurrent going forward.

Web Service

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.

Each Intelligent Service Management customer receives five Web Services licenses with their purchase of the application.

License Management

License management is an approach to ensure compliance with license agreements between the customer and Serviceaide. The administrator can view owned license information in the Slice Configuration page. Intelligent Service Management enforces license compliance in different ways for the different user types.

View License Details

You can view the license details in the Slice configuration Page.

Navigate to MANAGE> TOOLS> SLICE CONFIGURATION

For more information about Slice Configuration, see Slice Configuration.

Licensing rules for Named users:

A Named user license is assigned to one and only user. Named User licenses cannot be shared across multiple user accounts.

For example, if a customer procures two Named User licenses, an Administrator can assign the licenses to only two active users. Intelligent Service Management will prevent you from attempting to assign a third license to a user.

Licensing rules for Concurrent users:

Assigning Concurrent user licenses is not restricted, but the number of concurrent users that can log in at the same time must not exceed the specified limit. The number of concurrent licenses a company purchases, defines the maximum number of concurrent license users who can log in to the application simultaneously.

The administrator receives an alert email message when the number of users log in to the application reaches to the maximum; but the users can still log in to the application. The concurrent users are restricted, when the overage threshold is also consumed.

For example, If 50 concurrent user licenses are owned by an organization, a maximum of 50 users can log in simultaneously in the application.

Licensing rules for Self-service users:

An unlimited number of self-service users can be created and access Intelligent Service Management. The Named and Concurrent licensing rules are not applicable to these users.

Session Management

When a user logs into Intelligent Service Management, they begin a session and hold onto that session until they logout, timeout or the Administrator terminates the session. An administrator can optionally manage sessions. The usage of sessions is restricted for Named and Concurrent users and they can have up to two sessions at the same time.

The administrator can also specify the duration for session timeout using the Slice Configuration page. The users are automatically logged out after the specified duration in a session. For more information about Session Timeout, see Configure Common Functions.

Manage Sessions

Using the Manage Sessions page, an administrator can view all active sessions (user's that are currently logged into the application) and log off a user who is idle for a long time. This allows for more control of sessions and concurrent licenses.

To log off a user:

Navigate to MANAGE> TOOLS> Manage Sessions
Select the check box in the first left column to specify the user
Click Log out user.

Usage of session for Named users:

A named user can access two web sessions and unlimited mobile sessions at any time.

Usage of sessions for Concurrent users:

A concurrent user can access two web sessions and unlimited mobile sessions. If the concurrent user log in counts are less than the specified limit, the user gets an alert before logging in.

For example, If the user (Named/Concurrent) is logged in to Intelligent Service Management in the Chrome browser and also in Firefox, the user will not be allowed to log in to Intelligent Service Management in Safari at the same time. The user will get an alert before logging in to the session and will be asked to logout one or both of the existing sessions.