What is ServiceNow?

As a leading enterprise service management (ESM) tool, ServiceNow optimises processes and connects organisational silos with automated workflows. Through this unified, customisable platform, you can digitise every part of your business to work faster and smarter, leaving your teams to focus on meaningful, impactful work.

What is ServiceNow?

What We Do


Unifii's Service Overview

We empower our customers with ServiceNow expertise we yearned for when we were clients. Our services have been carefully crafted to tackle key challenges we have seen time and time again.

Unifii's Service Overview

Platform Management Services

With Unifii's Platform Management Service, your business can benefit from our brand new approach by choosing the level of intervention and assistance you need to make ServiceNow your best investment.

Advisory and Strategy

Our expert team helps you and your business align your technology with your strategic goals, and deliver the tools and processes needed to support you on your transformational journey.

Implementation Services

Combine deep technical capability & industry-wide expertise with a proven implementation methodology to ensure your ServiceNow instance fits your business.

Workload Management Application

The Workload Management App is a pre-built tool available on ServiceNow’s App Store, that revolutionises task management by replacing chaotic shared inboxes and spreadsheets with one streamlined platform equipped with data insights.

License Reseller Service

Our tailor-made licensing service sets us apart from the rest, simply because we want you to get the most from your investment. We'll do the hard work so you don't have to.

Portal Design Service

Create a seamless end-user experience for your customers and employees through your own bespoke and branded portal, tailored to what services your end-users need most.

ServiceNow Platform Assessment

Unifii's ServiceNow Health Check will help you identify issues, avoid common configuration errors, improve efficiencies and accelerate upgrades.

ServiceNow Applications

The Unifii team have created a brand new suite of ServiceNow applications to help your business use the platform more effectively and bring siloed teams together, all whilst improving transparency between departments.

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ServiceNow License Cost Explained: Finding Your Own Fit

Updated: 29th Nov, 2023
ServiceNow License Cost Explained: Finding Your Own Fit.

Questions about the tool’s licensing model often take the spotlight in conversations discussing the ServiceNow investment. That’s where Unifii steps in, laying out the roadmap for your ServiceNow journey with this straightforward pricing guide.  

ServiceNow, in general, follows a subscription-based licensing model. You’ll have to pay for each cycle (typically 3 years) to maintain your access. The twist is that different applications within the core platform like ITSM, CSM, and SPM, sport different licensing models – think the traditional role-based user licensing versus the newer “unrestricted user licensing model”. In this article, we’re here to unpack it all. Let’s get the lowdown before you make those crucial decisions. 

ServiceNow Licenses: Role-based User Licensing 

As the name implies, role-based user licensing tailors itself to suit different job functionalities. Here, we’ll introduce three common role-based license types you’ve likely come across.  

ServiceNow License Cost Explained: Finding Your Own Fit.
Role-based user licensing tailors itself to suit different job functionalities.


Requester licenses are like everyday passes for your platform end-users – granting the power to raise, view and modify service requests. These licenses also open the doors to the self-service hub of the Service Catalog, Knowledge Articles, and more. They will also get to set their preferences, control notifications, and initiate chats with agents. This complementary license is available to all users once the core product suite is purchased and applies to most of ServiceNow’s most classic product lines such as ITSM and CSM.  

Let’s break it down: if your company has 1000 employees but only 20 managing the platform, you don’t need a license for every person. Those 1000 end-users can hop onto the tool with their requester licenses. You’ll just need 20 licenses for your ace platform team to keep things running smoothly on the back end. 


Fulfiller is the go-to choice for those keeping the platform’s gears turning. The license unlocks most functionalities in the toolbox and offers full admin access. Alongside everything a Requester can do, Fulfillers have the power to resolve requests and streamline processes through records and reports. With a Fulfiller license, your team can perform the magic behind the scenes and keep the platform running smoothly.  

It’s no surprise that Fulfiller licenses are a favourite for many organisations, catering to those hustling on the platform e.g. platform owners, service desk agents and the IT team. They are applicable to major product suites including ITSM and CSM. 

Business Stakeholder 

Onto Business Stakeholder licenses. They are a trimmed-down version compared to the Fulfiller in terms of available capabilities. With this license, you’ll have your basics covered: raising service requests and high-level management work e.g. approving and denying and denying user requests based on organisation policies.  

It’s the perfect fit for managers who aren’t knee-deep in platform work but still want a finger on the pulse of what’s going on. This type of license is available across all ServiceNow ranges, ideal for those overseeing instead of diving in. 

ServiceNow License Cost Explained: Finding Your Own Fit.
It’s the perfect fit for managers who aren’t knee-deep in platform work but still want a finger on the pulse of what’s going on.

ServiceNow Licenses: Unrestricted User 

Another category of licenses that ServiceNow offers to its customers is the Unrestricted User Licenses. Unlike the role-based licenses, this type of license provides unbounded access across the whole platform. These simplified licenses apply to all ServiceNow applications and can be the hassle-free solution for smaller, tight-knit crews who want the freedom to explore every nook and cranny of the tool without boundaries.  

How many ServiceNow licenses do you need?  

The number of licenses you need will vary depending on the specific circumstances of your business. It’s like putting together a puzzle – figuring out how your organisation aligns with this new solution. Analyse each ServiceNow tier and product to find your fit.  

Before finalising your license purchase, craft a plan on how you would like to leverage the platform. Once you’ve got that down, mix and match different license types might save costs if you don’t need everyone to have an all-access pass. 

Keep in mind that the larger the volume of licenses can mean a more competitive price. Of course, there are other factors at play too - the product tier, the type, the sector and how long you’re signing up for. Just remember, the volume of licenses can really sway the final cost, given that everything else is kept the same. 

ServiceNow License Cost Explained: Finding Your Own Fit.
The volume of licenses can really sway the final cost.

Unifii’s Approach 

Feeling a bit overwhelmed? Don’t sweat it, we’ve got your back. Unifii has navigated ServiceNow scoping countless times. We can handle the heavy lifting for you and evaluate your needs, down to the nitty-gritty of how many license units you’ll need for each product. We’ve got you covered. 

Here’s the Unifii way: we’re not your ‘traditional’ license resellers. Our plan is simple – maximising your investment. We’ll shoot you straight, even if it means telling you that your current setup isn’t hitting its full potential. When you buy a license from Unifii, it’s not just a transaction – it's a commitment to unbeatable and personalised service. We’ll regularly monitor your licenses, making sure you’re getting the most from them. 

If hiccups arise with your current licenses, we’ll brainstorm solutions within your existing set up. Only after exploring all options will we consider making changes, ensuring that benefits outweigh costs. 

If your team needs a guiding hand on this ServiceNow journey, no matter where you’re at in the process, give us a shout. Our experienced specialists are ready to chat you through the next steps. Feel free to check out this licensing eBook for more information too. Let’s make this journey smooth sailing together! 


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