Case Study: ServiceNow achieves seamless entitlement visibility and renewal insights with SAP Entitlement Management

ServiceNow’s Entitlement Management Transformation with SAP

ServiceNow, a cloud service provider, was struggling to support rapid growth with entitlement data scattered across systems, which led to manual provisioning, limited visibility into what customers owned and used, and heavy compliance effort. To improve quote-to-cash and renewals, ServiceNow turned to SAP Entitlement Management to create a single source of truth for entitlements and better support upsell and renewal planning.

With SAP Entitlement Management, ServiceNow centralized entitlement tracking, linked consumption to customer records, and improved API-based access to accurate data across teams. The result was less manual data cleaning, lower operational cost, better compliance, and clearer insights into renewal, cross-sell, and upsell opportunities, while giving customers more self-service visibility into their ownership and usage.

ServiceNow

Duncan Glover

IT Director