Software Asset Management in Freshservice allows you to manage software assets present across your organization's network. If you have installed the Discovery agent or probe, a network-wide asset scan will fetch details of all the software in your network, which will then be listed under the Software module.

Apart from that, you can manually create/ delete software (for eg: SaaS Applications) in Freshservice that cannot be discovered through traditional means of discovery.

Accessing SAM

All accounts can access SAM by clicking on Assets from the left sidebar and choosing Software.

Software List Page

When you click on the Software module, you will be taken to a software list page where you will view all the software that is scanned using the Discovery tools. 

  • You can also click on New Software to manually add a software to your Freshservice account. 

  • Once you click on new software, add details such as Managed by, category, etc and click Save.

Note: The software list page by default will land on the Managed software view.

The software list page will display the following details:

  • Software - Name of the software (As scanned from a device)

  • Type - The type of software such as Desktop, Mobile, or SAAS

  • Category - Category of the software (eg. browser, operating system, design tools, etc)

  • Publisher - The name of the publisher. The publisher list updates the vendor catalog in Freshservice.

  • Status - The status of the software: ManagedIgnored, or Blacklisted 

  • Installs - Total number of installations of the software in the organization network

  • Users - Total number of users using the software in the organization

Note: So for software detected by the discovery tools, the publisher information will be updated only if the software is scanned from a Windows device.

  • You can click on Export to email the entire list of software based on the status

Software Details Page

When you click on the software from the list page, you will see the Software details page with the following details.

  • The Installations tab for the particular software will have the following details such as the Installed machine, Version, User, Department and Installation Date

Note: The installations tab is available if the Software Type is Desktop

  • You can also click on Add Device to manually add a device right there in the installations page 

  • The Users tab for the particular software will have the following details such as the Name, Department, Source, First Login, Last Login, Assigned Date and License. Asset Managers can now search, sort and filter for all the fields of the software users table including the dynamic additional data fields.

  • The Licenses tab for the particular software will have the following details such as the Contract Name, License Type, No of Licenses, Status, Created Date and Expiry Date

Note: The Licenses tab is only available for software with the Managed By status

  • The Properties tab will give you details such as the Status, Type, Publisher, Notes, Source, Managed by and Category 

  • You can also click on Export to get information on the software sent to you by email

  • You can also click on Delete to delete the software right from Freshservice

Software Tab in the Asset Details Page

The Software Tab in each device has also been updated. Instead of CI / Non-CI, you will see a list of all the software in the device that links back to the Software detail page.

  • You can also click on Export from the software tab for a particular device and have the entire list of software installed in the device sent to you via email.

Predefined Views

In SAM, software can be assigned to one of the following statuses:

  • Ignored - Software that isn't of prime importance. This includes updates, components, drivers, etc. 

  • Managed - Software you pay for and want to track regularly

  • Restricted - Software you don’t want users in your organization to use. You can also filter unauthorized copies of software and licenses by using the Restricted Software list to highlight them, which can then be removed by agents. 

  • Disabled - Software that have been retired or removed from active use in the organization can be tracked under the Disabled status

  • Needs Review - Software that requires validation/review by IT or Finance before being classified into a status can be tracked under the Needs Review status

Note: The software list page has a filter option that allows you to filter software based on the statuses mentioned above. 

Bulk Actions

You can select one or more software whose status or category you wish to change and choose the relevant option from the top left corner and the changes will be updated.

When updating category, you can search for and choose a category that is already available, or you can create one on the fly and assign it to the selected software.