Entitlement form

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Entitlement form

    The Entitlement form in ServiceNow Yokohama release enables customers to create and manage entitlements within Customer Contracts and Entitlements. It captures detailed information about the entitlement, associated products, contracts, accounts, consumers, and pricing details, facilitating effective tracking and renewal management of service entitlements.

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    Key Features

    • Entitlement Identification: Fields include Name, Product, and Contract number (auto-generated and non-editable) to uniquely define each entitlement.
    • Account and Consumer Association: Entitlements link to either an Account or a Consumer, with options to create new records if none exist, ensuring all entitlements are properly assigned.
    • Location and Product Specification: Specify service or installation location and map product specifications manually via form layout to accurately reflect the sold product details.
    • Service Contract Line and State Management: Tracks the related contract line and inherits entitlement state (Draft, Active, Expired, Canceled, Suspended) from the parent contract line.
    • Date Fields: Activation (Start date) and termination (End date) dates help manage entitlement lifecycle.
    • Sold Entitlement and Product Offer: Read-only fields reflecting the sold product and its mapped product offering, ensuring data consistency especially when entitlements are created via integration.
    • Renewal Tracking: Fields like Renewal root and Renewed from support multiple renewals by linking entitlements to their original and previous versions.
    • Pricing and Subscription Details: Includes subscription term, start and end dates, associated price list, unit net price, and pricing method (one-time or recurring).
    • Recurring Pricing Configuration: Supports periodicity settings (monthly, quarterly, semiannually, annually) for recurring payments, with fields for one-time price, monthly and annual recurring prices.
    • Cumulative Pricing: Calculates aggregate pricing across parent and child contract lines, including cumulative one-time, monthly recurring, annual recurring, and net prices for comprehensive contract valuation.

    Key Outcomes

    • Provides a structured, detailed way to create and manage entitlements linked to service contracts, ensuring accurate tracking of service usage rights.
    • Enables customers to associate entitlements with correct accounts or consumers, supporting precise contract and service management.
    • Facilitates effective management of entitlement lifecycle through state and date tracking, including handling of renewals.
    • Supports transparent pricing management, allowing customers to review pricing terms, subscription durations, and cumulative charges for contract lines.
    • Ensures data integrity and consistency, particularly when entitlements are created manually or via system integrations.

    The Entitlement form can be used to create entitlements in Customer Contracts and Entitlements.

    Table 1. Entitlement form
    Field Description
    Name The name of the entitlement.
    Product The product associated with the entitlement.
    Contract The internal unique identification number that is generated when the service contract is created. This number isn’t editable.
    Account The name of the account associated with this contract.
    Note:
    • A service contract can be associated with either an account or a consumer.
    • An account can be created if no account is found by selecting New on the Accounts form. For more information on the fields in the Account form, see Account form.
    Location The service or installation location.
    Product specification The product specification that is mapped to the sold product.
    Note:
    Configure this field manually on the entitlement form using form layout.
    Consumer The name of the consumer associated with this contract.
    Note:
    If no consumer record is found, you can create a consumer and add it to the service contract. For more information, see Create a consumer record.
    Service contract line The name of the related service contract line.
    State The current state of the entitlement:
    • Draft
    • Active
    • Expired
    • Canceled
    • Suspended
    Note:
    The state of the entitlement is inherited from its parent contract line.
    Start date The entitlement activation date.
    End date The date when the entitlement ends.
    Sold entitlement The name of the sold product that is added to the entitlement.
    Note:
    • If the entitlement is created manually, this field remains read-only.
    • The field must have the same state as its related entitlement.
    • The field becomes invalid when entitlements are created via integration.
    Product offer The product offering that is mapped to the order line item.
    Renewal root An entitlement can be renewed multiple times. Renewal root refers the entitlement reference of the first or base service entitlement.
    Renewed from An entitlement can be renewed multiple times. Renewed from field refers to the previous entitlement that was renewed.

    You can see the pricing information on an entitlement for subscription contracts that helps you in reviewing your contract information.

    Table 2. Subscription & Pricing
    Term (Months) Validity period of having access to the service or product.
    Subscription Start Date Start date of the contract subscription.
    Subscription End Date End date of the contract subscription.
    Price List Price list associated for servicing the product.
    Unit net price The price for each unit within the product offering. The net price of a single unit of the sold product.
    Pricing method The pricing method for the selected sold product. It can be one-time or recurring. One-time pricing charges one fee for the product offering. Recurring pricing lets you set the pricing periodicity.
    Periodicity The frequency of the pricing method. It can be monthly, quarterly, semiannually, or annually.

    This field becomes valid only when the method in the Pricing method field is a recurring payment.
    One Time Price Represents one-time charges to be paid for the product or service.
    Monthly Recurring Price Represents the price that the customer is supposed to pay monthly during usage of the product.
    Annual Recurring Price Represents the price to pay annually during usage of the product.
    Cumulative one-time price Represents one-time charges to be paid for the parent line and all the child line items.
    Cumulative monthly recurring price Represents monthly price for the parent line and all the child line items
    Cumulative annual recurring price Represents annual price for the parent line and all the child line items.
    Cumulative net price Represents the total price of the contract line by calculating the roll-up amount of all root lines.