International Business Software Managers Association Software License management Study Guide OVERVIEW At last, an introduction to the basics of software asset management (SAM) and software license management (SLM) for a wide-ranging audience! Based on our popular PCSLM course, this comprehensive guide is written in uncomplicated English and allows you to cover the course material at your own pace. Organizations of all sizes and industries around the world have a need to The Study Guide is organized into seven chapters: 1 Auditing and Compliance Basics manage software licenses proficiently. In fact, today the wide variety of individuals involved in IT service management and even many non-it staff would benefit from a solid foundation in effective software license management practices. 2 Licensing Overview What you ll take away 3 Assessing Your SAM Proficiency Learn practical tips and best practices. 4 Tools and Technology 5 Making the Business Case 6 External Audits 7 Self-Audits Apply concepts to your work by completing the self-assessment exercises. Review illustrations, graphics and key terms in each chapter to understand how concepts relate and summarize main points. Prepare to take the Practitioner Certificate in Software License Management (PCSLM) exam as well as administer an SLM program at your company. Through this guide you ll learn practical tips and best practices for software license management that can be applied to your organization right away. We show many examples of SLM in practice to illustrate how, when successfully executed, SLM is a good business investment. The case studies also show how professionals who implement SLM best practices have thoroughly incorporated a culture of compliance in their workplace. The guide s self-assessment exercises enable you to apply each chapter s concepts to your work environment. Illustrations and graphics show how concepts relate and summarize main points. There is also a handy list of key terms in the front of each chapter. You ll find that the practice exercises enable you to figure out the best way to handle everyday SLM situations. We also provide the answers!
International Business Software Managers Association Software License management Study Guide Who should use this guide IT service and software management pros at any size organization involved in the following areas: Software or hardware inventory (whether automated or manual) Purchasing Technical support Contract management Legal Compliance or internal audit Plus, non-it staff including business unit managers, project managers and administrative and support staff involved in acquiring, approving or distributing software, should also understand the essential elements of software license management and would benefit from this guide. Certificate exam Practitioner Certificate in Software License Management Exam (PCSLM) When you complete the study guide and exercises, you ll be prepared to take the PCSLM exam as well as administer an SLM program at your company. The multiple-choice exam can be completed it in about one hour. Your exam will be scored and, if you pass, you ll receive a certificate of completion. Costs and how to order The study guide is available in PDF format for $195. The exam fee is $150. Quantity discounts are offered. Order the guide and exam online at IBSMA.com/publications.html or call IBSMA at For more information visit IBSMA.com 1.734.930.1925. IBSMA 400 North First Street Ann Arbor, Michigan 48103 U.S.A. O 1.734.930.1925 F 1.734.930.2316
Contents in detail E PL M SA Software License management C Study Guide PY O International Business Software Managers Association
Contents Introduction...................................... 1 About this guide.............................................. 1 Who should use this guide..................................... 2 How to use this guide......................................... 2 The main topics............................................... 2 How each chapter is organized................................ 3 Other resources and help...................................... 3 1 Auditing and Compliance Basics................ 5 The basics.................................................... 5 Key terms..................................................... 6 Overview and objectives...................................... 6 The starting point: Software license management terms........ 7 Software compliance audits................................... 8 Motivations for compliance audits............................ 12 Testing your knowledge of compliance audits................. 14 The self-audit................................................ 15 Getting audit-ready.......................................... 16 Case study: Optimized license management................... 19 Study questions, review and exercises........................ 21 2 Software License Agreements: Terms, Types and Negotiation Tips.......................... 25 The basics................................................... 25 Key terms.................................................... 26 Overview and objectives.....................................26 Proof of license.............................................. 27 Classifying licenses.......................................... 28 Quick self-check of licenses................................... 33 Nine negotiation considerations............................. 34 Case study: Remixable license pools.......................... 44 Study questions, review and exercises......................... 45 v
Software License Management Study Guide 3 Assessing Your SAM Proficiency................ 51 The basics................................................... 51 Overview and objectives..................................... 52 Key terms................................................... 52 Embarking on a SAM self-assessment......................... 53 The foundation: Six SAM process areas........................ 54 Investigating your SAM processes............................ 56 Quiz: Applying ISO/IEC 19770-1............................... 57 Starting a self-assessment.................................... 59 Case study: Conducting a self-assessment..................... 62 Study questions, review and exercises........................ 64 4 Tools and Technology.......................... 71 The basics................................................... 71 Key terms.................................................... 72 Overview and objectives..................................... 72 Criteria and constraints for tool selection..................... 73 Exercise: Identify your criteria for tool selection................ 75 Point, combined and suite solutions.......................... 76 Factors in selecting tools..................................... 78 Mapping functions to standard process areas................. 81 Four performance priorities.................................. 83 Integration.................................................. 84 Case study: Planning for a technology overhaul............... 85 Study questions, review and exercises......................... 86 5 Making the Business Case: ROI................. 91 The basics................................................... 91 Overview and objectives.....................................92 Key terms.................................................... 92 Business case basics.......................................... 92 Developing the ROI-centric business case..................... 95 Respond to objections...................................... 104 Bringing it all together: Sample business case................ 105 Case study 1: Reporting return on investment................ 107 Case study 2: Calculating ROI & starting an SLM program...... 108 Study questions, review and exercises........................ 110 vi
Contents 6 Managing External Audits.................... 121 The basics.................................................. 121 Overview and objectives....................................122 Key terms................................................... 122 The auditors................................................ 122 Overview of the audit process............................... 124 Compliance review.......................................... 125 How to handle an audit...................................... 125 Exercise: Determine your audit readiness..................... 128 Commanding compliance................................... 129 Be honest, not defensive.....................................129 Case study: Cashing in on compliance........................ 132 Study questions, review and exercises........................ 136 7 Self-Audits.................................. 143 The basics.................................................. 143 Standards and frameworks.................................. 143 Overview and objectives....................................144 Key terms................................................... 144 Exercise: Which would you use?.............................. 149 Establishing the control environment........................ 150 Communicate and educate.................................. 150 Self-audit execution......................................... 151 Case Study: Optimized software license management........ 156 Study questions, review and exercises........................ 159 Index........................................... 171 vii
Software License Management Study Guide Contents in Detail Introduction...................................... 1 About this guide.............................................. 1 Who should use this guide..................................... 2 How to use this guide......................................... 2 The main topics............................................... 2 How each chapter is organized................................ 3 Other resources and help...................................... 3 1 Auditing and Compliance Basics................ 5 The basics.................................................... 5 Key terms..................................................... 6 Overview and objectives...................................... 6 The starting point: Software license management terms........ 7 Software asset management (SAM)................................7 License compliance................................................7 License type.......................................................8 Software compliance audits................................... 8 Digging deeper into external audits...............................9 Details on auditors............................................... 10 Publishers.......................................................... 10 Third parties........................................................ 11 Motivations for compliance audits............................ 12 The cost of piracy................................................ 12 Reports of noncompliance....................................... 12 Random checks and other motives............................... 12 Testing your knowledge of compliance audits................. 14 The self-audit................................................ 15 Stakeholders.................................................... 15 Getting audit-ready.......................................... 16 Risk control...................................................... 16 Cost control..................................................... 17 Competitive advantage......................................... 18 Case study: Optimized license management................... 19 Case study review questions................................. 21 Vocabulary quiz.............................................. 22 viii
Contents in detail Exercise: Are you audit-ready?................................ 23 Answers and guidance....................................... 24 2 Software License Agreements: Terms, Types and Negotiation Tips.......................... 25 The basics................................................... 25 Key terms.................................................... 26 Overview and objectives.....................................26 Proof of license.............................................. 27 Classifying licenses.......................................... 28 Licenses by product type........................................ 28 Evaluation.......................................................... 28 Sales channel....................................................... 29 Upgrades and downgrades......................................... 29 Licenses by duration............................................ 30 Licenses by metric............................................... 30 Quick self-check of licenses................................... 33 Nine negotiation considerations............................. 34 1. What software are you buying? What services does it include?................................ 34 2. What product use rights come with the software?............ 35 3. When will you pay?........................................... 36 4. How much does the software cost now?..................... 37 5. How much might the software cost later?.................... 38 6. How is a contract dispute or variance handled?............... 39 7. What happens if the relationship ends or changes significantly?........................................ 40 8. What common terms, or boilerplate, define the legal agreement?......................................... 41 9. What constitutes acceptance of customized software? Who will support/control the customizations?................ 41 Case study: Remixable license pools.......................... 44 Case study review questions.................................. 45 Vocabulary quiz.............................................. 46 Exercise: Bolster your contracts............................... 47 Exercise: Self-assessment..................................... 48 Answers and guidance....................................... 49 ix
Software License Management Study Guide 3 Assessing Your SAM Proficiency................ 51 The basics................................................... 51 Overview and objectives..................................... 52 Key terms................................................... 52 Embarking on a SAM self-assessment......................... 53 The foundation: Six SAM process areas........................ 54 Organizational management processes.......................... 55 Core SAM processes............................................. 55 Primary process interfaces....................................... 55 Investigating your SAM processes............................ 56 Quiz: Applying ISO/IEC 19770-1............................... 57 Starting a self-assessment.................................... 59 Stakeholders and organizational concerns........................ 59 Setting the scope............................................... 60 Case study: Conducting a self-assessment..................... 62 Case study review questions................................. 64 Vocabulary quiz.............................................. 65 Exercise: SAM self-assessment................................ 66 Answers and guidance....................................... 70 4 Tools and Technology.......................... 71 The basics................................................... 71 Key terms.................................................... 72 Overview and objectives..................................... 72 Criteria and constraints for tool selection..................... 73 Budget.......................................................... 73 Business needs................................................... 74 Process maturity................................................. 74 Exercise: Identify your criteria for tool selection................ 75 Point, combined and suite solutions.......................... 76 Factors in selecting tools..................................... 78 Mapping functions to standard process areas................. 81 Four performance priorities.................................. 83 Urgency......................................................... 83 Ease of use....................................................... 83 Security.......................................................... 83 Core specialty emphasis......................................... 84 Integration.................................................. 84 Case study: Planning for a technology overhaul............... 85 Case study review questions.................................. 86 x
Contents in detail Vocabulary quiz.............................................. 87 Exercise: Selecting the right tool for you....................... 88 Answers and guidance....................................... 90 5 Making the Business Case: ROI................. 91 The basics................................................... 91 Overview and objectives.....................................92 Key terms.................................................... 92 Business case basics.......................................... 92 What is a business case?......................................... 92 A five-point approach to business case development............ 93 Management commitment is paramount.......................... 93 Don t forget other key stakeholders................................. 94 Speak in business language........................................ 94 The best defense is a good offense.................................. 94 Success is contagious.............................................. 94 Developing the ROI-centric business case..................... 95 Establish context................................................. 95 Align with business objectives................................... 96 Calculate ROI.................................................... 96 Defining exposure.................................................. 96 ROI in six simple steps............................................... 97 1. Tabulate software license figures........................ 97 2. Calculate per-product exposure......................... 98 3. Calculate net exposure................................. 98 4. Calculate benefit....................................... 100 5. Calculate investment.................................. 101 6. Report return on investment.......................... 102 Outline implementation alternatives............................ 102 Respond to objections...................................... 104 Bringing it all together: Sample business case................ 105 Case study 1: Reporting return on investment................ 107 Case study 2: Calculating ROI & starting an SLM program...... 108 Vocabulary quiz............................................. 111 Exercise: Calculate your roi.................................. 112 Answers and guidance...................................... 115 6 Managing External Audits.................... 121 The basics.................................................. 121 Overview and objectives....................................122 Key terms................................................... 122 xi
Software License Management Study Guide The auditors................................................ 122 Publishers....................................................... 122 Publisher motivations............................................ 123 Compliance agencies........................................... 124 Overview of the audit process............................... 124 Notification..................................................... 124 Compliance review.......................................... 125 Settlement...................................................... 125 How to handle an audit...................................... 125 Demanding compliance........................................ 126 Consider your contracts.......................................... 126 Work with publishers and tool providers.......................... 126 Keep your own records............................................ 127 Exercise: Determine your audit readiness..................... 128 Commanding compliance................................... 129 Be honest, not defensive.....................................129 Talk with legal................................................... 130 Circulate nondisclosure agreements............................. 130 Know the roles and clarify the methods......................... 130 Always negotiate the settlement................................ 131 Case study: Cashing in on compliance........................ 132 Vocabulary quiz............................................. 137 Exercise: Preparing for an external audit...................... 138 Answers and guidance...................................... 142 7 Self-Audits.................................. 143 The basics.................................................. 143 Standards and frameworks.................................. 143 Adding value via conformance, compliance and certification.... 143 Overview and objectives....................................144 Key terms................................................... 144 Frameworks: COBIT and ITIL..................................... 145 Standards bodies............................................... 146 ISO/IEC 19770-1................................................. 148 Exercise: Which would you use?.............................. 149 Establishing the control environment........................ 150 Assess risk....................................................... 150 Change your attitude........................................... 150 Communicate and educate.................................. 150 Self-audit execution......................................... 151 Plan............................................................. 152 Assemble....................................................... 152 xii
Contents in detail Locate data..................................................... 152 Collect data...................................................... 153 Report.......................................................... 153 Costs, risks, optimizations and open loops........................ 153 Action recommendations........................................ 155 Case Study: Optimized software license management........ 156 Vocabulary quiz............................................. 160 Exercise: Executing a self-audit.............................. 161 Answers and guidance...................................... 170 Index........................................... 171 xiii
Introduction About this guide Software license management (SLM) is the active management and administration of software allocation, deployment, licensing and contractual obligations. License management encompasses managing the risks associated with software license compliance as well as the costs of acquiring software. In this chapter About this guide Who should use this guide How to use the guide The main topics How each chapter is organized Other resources and help Software license management is an invaluable IT discipline, although just a few years ago programs dedicated to the field existed only in pockets of the corporate world, at the largest and most mature organizations. These trailblazing IT departments realized the advantages of maintaining airtight control over software licenses, to the tune of more favorable contracts with software publishers, enhanced public image, increased infrastructure security and hundreds of thousands sometimes even millions of dollars in return on investment. This study guide is designed to help you learn about software license management as a subcategory of the larger practice of software asset management. When you complete the study guide, you will be prepared to take IBSMA s Practitioners Certificate in Software License Management (PCSLM) exam as well as administer an SLM program at your organization. You will learn the concepts and applications of software license management via various methods, from narratives about SLM to case studies to illustrations. All of these are designed to help you put the concepts and skills into practice as well as answer questions on the exam. We show many examples of SLM in real-world situations and offer practical tips and best practices that can be applied right away. Each chapter includes a short case study to illustrate how SLM, when successfully applied and implemented, is a good business investment. The case studies also show how the professionals who implement SLM best practices have thoroughly incorporated a culture of compliance in their environment. 1
Software License Management Study Guide 2 The self-assessment exercises are a key component of this guide and enable you to apply each chapter s concepts to your work environment. This guide includes several tools to help apply what you learn. Illustrations and graphics show relationships of concepts and summarize main points. There is also a handy list of key terms in the front of each chapter. You ll find that the reviews and exercises in each chapter enable you to practice figuring out the best way to handle the SLM situations that you re likely to come across in your work. We also provide the answers! Who should use this guide Organizations of all sizes, industries and nationalities have a need to manage software licenses. For small organizations with fewer than 500 desktop computers and a few servers, typically one person is responsible for software license management, and it may be just one aspect of his or her job. For larger organizations with upwards of 5,000 PCs and many servers, several people may be dedicated to license management or the job could be divided by product or computing platform. In fact today, the wide variety of individuals involved in IT service management from software or hardware inventory (whether automated or manual), to purchasing, technical support, contract management and legal services could all benefit from a solid foundation in effective software management practice. Non-IT staff including business unit managers, project managers, administrative and support staff involved in acquiring, approving or distributing software should also understand the essential elements of software license management. This guide is designed to be the introduction to license management for a broad audience and provide a foundation even for individuals with little technical background. We assume, however, that our reader has basic familiarity with business concepts and experience in a commercial, government or educational work environment. How to use this guide The average reader will need roughly 10 hours to complete the study guide and all the quizzes and exercises. You may choose to read straight through or break your study time into sections. The chapters are logical segments of work. At the end, you will be prepared to take the PCSLM exam and we recommend you take the exam as soon as possible. The exam is offered online, has 30 multiplechoice questions and you can complete it in one sitting. It takes about one hour. Once your exam is scored and you pass, you will receive a certificate of completion from the International Business Software Managers Association. When you purchased this book you were offered an opportunity to pre-pay the exam fee. If you did, contact IBSMA when you re ready to take the exam. If you did not pre-pay you can register online for the exam at any time at IBSMA.com and pay the exam fee. The main topics In the first half of this book, we ll cover the why, what and how of software license management: How to combat rising risks and costs from over- and under-licensing through stating and meeting basic compliance objectives; and how to negotiate strong software license agreements and undertake self-assessments. In the second half, we apply this knowledge. We look first at tools for automating software asset management (SAM), then we detail how to craft a business case to bring management onboard with a license management program. We then delve into the action items that move external audits along and make self-audits effective. The study guide is organized into seven chapters: 1. Auditing and Compliance Basics 2. Licensing Overview 3. Assessing Your SAM Proficiency 4. Tools and Technology 5. Making the Business Case 6. External Audits 7. Self-Audit The detailed contents section at the beginning of the book, outlines the topics, exercise and case studies included in each chapter (see Contents in Detail, page viii).
Introduction How each chapter is organized Each chapter uses the same structure to present the concepts and examples of successful implementation. To get started, the In This Chapter and the first section introduce you to the main topics. The Overview and Objectives section states specifically what you will be able to do by the end of the chapter. The Key Terms list summarizes all the new terms you will encounter. Each topic area includes illustrations and tables to summarize graphically the concepts and their relationships. Key terms are introduced near the items they define. Icons for key terms, details and new ideas appear throughout the book. Key Terms icon indicates a new key term Details icon indicates details, key examples or a closer look at a concept New Ideas icon indicates new ideas, additional material and applying what you ve learned Reinforcing the learning. Exercises designed to help you recall the main points of a topic, as well as synthesize what you learn, entail answering questions about samples cases and include vocabulary quizzes. Case study. A short story is included in each chapter based on real-world examples. These show how organizations use software license management to improve operations and the bottom line. Each case study is followed by review questions and short quizzes. Review questions, exercise a review summarizes the main points of the chapter Quiz icon indicates a short quiz or exam on the chapter s contents Application to your organization. A final exercise helps you assess if you are ready to apply the ideas to your organization. This exercise consists of several parts that may include giving a current rating of your organization s software license management capabilities compared to the ideal, and then listing action items that you ll need to complete. And finally the answers to the quiz in each chapter are the last section of each chapter. Answers and guidance to case study and quizzes. Other resources and help The study guide includes a detailed contents list at the front as well as an index of topics at the back. More than 500 software license and IT asset management terms are summarized in an online glossary which can be accessed at IBSMA.com/glossary.html. Additional publications on software licensing, tools and SAM processes are available from IBSMA. For more information visit IBSMA.com. 3
Index i indicates illustration t indicates table A abandonware, 13 academic case study, 156 58, 170 acceptance of software, 36 37, 39, 41 42, 43t access restriction in audits, 127 in SAM tools, 79, 83 accountability for noncompliance, 151 accounting firms in external audits, 10, 123 acquisitions and mergers as audit trigger, 13, 15, 124 competitive advantage in, 18 provisions in software license agreements, 38, 40 activation key, 8, 27, 32 active metering, 32 additional hard costs, 98 99 administrative costs in calculating ROI, 99, 119 American National Standards Institute (ANSI), 146 47t annual licenses, 30t ANSI (American National Standards Institute), 146 47t Answers and Guidance audit and compliance basics, 24 audits, external, 138, 142 audits, self-, 170 business case and ROI, 115 19 licenses (software license agreements), 49 negotiations, 49 SAM tools, 90 self-assessment of SAM, 70 Apple Remote Desktop, 127 application dependency mapping tools, 155 asset types in self-assessment of SAM processes, 60 audit and compliance basics, 5 28. See also audits, external; audits, selfas component of SAM, 7i defined, 8 Exercise, 23 Overview and Objectives, 6 Quizzes, 14, 22, 24, 26, 28 Review, 21 and risk control, 16 audit control as SAM tool component, 79t, 82t 171
Software License Management STUDY GUIDE auditors, external, 9 12, 122 24. See also audits, external questions from, 138 39, 142 types, 10 12 audits, external, 121 42 actions and objectives, 129t auditors, 9 12, 122 24 Case Study, 132 35, 142 by compliance agencies, 19 11, 124 compliance review in, 124 25 as component of SAM, 7i defensive tactics, 125 31 defined, 8 Exercises, 23, 128, 138 42 increase in, 5, 10 language, 39, 126 27, 145 managing, 121 31 motivations for, 12 13, 123 24 notification, 124 25, 127 Overview and Objectives, 122 phases of, 124 25 preludes to, 9, 121 preventing, 94, 125 27 provisions in software license agreements, 39 40, 124 27 questions from auditors, 138 39, 142 questions to ask, 131 Quizzes, 14, 22, 24, 28, 137, 142 reactions to, 129 Review, 136 roles in, 129 31 scope of, 11 and self-assessment of SAM processes, 56 settlements, 12t, 124 25, 129t, 131 statistics on, 95, 122 strategies for, 125 31 surveys on, 10, 95, 122, 124 terms of, 124 27, 130 31, 133 by third-party agencies, 9 11, 124 timeframe, 124 25, 130 31 triggers, 9 10, 12 13, 40, 123 24, 127 audits, internal. See audits, selfaudits, self-, 143 70 action recommendations, 140 41, 155 assembling, 151 53 and audits, external, 94, 125 benefits of, 15 18, 131 Case Studies, 19 21, 24, 156 58, 170 and compliance reviews, 125 compliance with ISO/IEC 19770-1, 148 as component of SAM, 7i defined, 8 documenting, 127 executing, 151 55 Exercises, 140 41, 161 70 external parties in, 15 16 frequency of, 15, 151 need for, 143 Overview and Objectives, 144 planning, 151 52 provisions in software license agreements, 39 questions for, 152 Quizzes, 14, 28, 160, 170 reporting, 151, 153 54 Review, 159 risk control and, 15 16, 154 55 roles in, 15, 152 sample report, 154 scope of, 151 52 stakeholders in, 15 16, 152 standards and frameworks, 143 48 triggers for, 9, 15 auto-discovery in audits, external, 40 in audits, self-, 151 52, 154 in calculating ROI, 97 defined, 73 as SAM tool component, 76 77, 79t, 82t, 151 automated contract management, 5 automatic renewals, avoiding, 40 awards for copyright infringement, 16. See also settlements b backing up documentation, 28, 152 53 bankruptcy, publisher, 40 bargaining power. See negotiating software license agreements benchmarking, 64, 71, 127 benefits of self-audits, 15 18, 131 software asset management (SAM), 5, 16 18, 95 96, 100 101 software license management (SLM), 1, 5, 95 96, 100 101, 150 best practices and conformance, 148 defined, 52 frameworks, 144 45 172
Index SAM process areas, 54 55 boilerplate, 41, 43t bridges, database, 84 British Standards (BS), 146 47 BSA (Business Software Alliance), 11, 124 budget contract renewal as audit trigger, 15t budget for SAM tools, 73 75 business case for software license management, 91 120 Case Study, 107 9, 115 16 considerations in, 93 94, 105 6 defending, 94 defined, 92 developing, 95 106 Exercise, 112 14, 116 19 for optimization of self-audits, 155 Overview and Objectives, 92 presenting, 105 6 Quiz, 111, 116 return on investment (ROI), calculating, 96 102 Review, 110 sample, 105 6 and SAM tools, 73 74, 78t stages of, 95 supporting data for, 95 business language, 94 business needs and SAM tool selection, 74 75, 81 82t Business Software Alliance (BSA), 11, 124 business units in reporting self-audit results, 154 in self-assessment of SAM processes, 60 business value components of SAM tools, 81 82t C CAAST (Canadian Alliance Against Software Theft), 11, 124 CAL (client access license), 31t Canadian Alliance Against Software Theft (CAAST), 11, 124 canceled checks as proof of license, 27 caps and limits on maintenance fees, 38, 40 Case Studies audits, external, 132 35, 142 audits, self-, 19 21, 24, 156 58, 170 licenses (software license agreements), 44 45, 49 optimization of software license management, 19 21, 24, 156 58, 170 return on investment (ROI), 107 9, 115 16 SAM tools, 85 86, 90 self-assessment of SAM processes, 62 64, 70 case studies, using in business cases, 94 certificates of authenticity, 27 28 certification conformance vs. compliance, 145t defined, 144 IBSMA Practitioners Certificate in Software License Management (PCSLM), 1 2 of ISO/IEC 19770-1 compliance, 148 change management defined, 8, 55 and risk control, 16i as SAM tool component, 79t, 82t and software asset management, 7 change managers and SAM tools, 80 client access license (CAL), 31t CMDBs (configuration management databases), 146, 155 COBIT (Control Objectives for Information and related Technology), 145, 147t, 161 combined tool, 76 77 communication of compliance, 150 51 competitive advantage benefits calculating, 100 101 communicating, 150 defined, 96 and return on investment (ROI), 91, 100 101 of self-audits, 15, 18 competitive upgrade licenses, 29 30 compliance agencies, 9 12, 124 automation of, 148 basics of, 5 28 calendar, 15 Case Study, 132 35, 142 and certification, 145t commanding, 129 31 culture of, 93, 150 51, 156 57 defined, 7, 144 demanding, 126 27 educating, 150 51 initiatives, 125 with ISO/IEC 19770-1, 148 negotiating terms of, 37, 39, 127 proving, 143, 148 reporting (See audits, self-) review (See audits, external) risk assessment of, 150 173
Software License Management STUDY GUIDE compliance (cont d) and risk control, 16i as SAM process area, 55 statistics on, 95 in university case study, 156 57 concurrency licenses defined, 31t and license pools, 84 monitoring, 32, 36 tracking data for audits, 153 confidentiality in audits, 10, 123, 130 in software license agreements, 41 configuration management involvement in SAM self-assessment, 59 configuration management databases (CMDBs), 146, 155 configuration vs. custom development/implemenation, 41 conflict provisions in software license agreements, 39 40, 43t, 126 conformance and certification, 145t defined, 144 to ISO/IEC 19770-1 and audits, 56, 148 constraints for SAM tool selection, 73 74 consulting firms, 10, 15, 99, 101 contract disputes, provisions for, 39 40, 43t, 126 contraction activity, 36 contract management. See also documentation calculating ROI with tools, 97 defined, 28, 55 need for, 28 as SAM tool component, 71, 78t, 81t contract renewals/obligations and self-audits, 15t contracts. See software license agreements contract specialists, 94, 126, 130 control environment, 150 51 and data collection, 152 defined, 150 Exercises, 162 as SAM process area, 55 and SAM tool components, 81 82t and universities, 156 57 Control Objectives for Information and Related Technology (COBIT), 145, 147t, 161 control of resources as audit trigger, 10t conversion rights, cross-platform, 38 copyright damage awards, 16 duration of, 13 education employees on, 150 51 Copyright Royalty and Distribution Reform Act of 2004, 16 core SAM process areas. See SAM process areas core specialty emphasis and SAM tool selection, 83 84, 86 corporate governance, 7, 55 corporate responsibility, 5 cost allocation as trigger for self-audits, 15t cost control in Case Study, 20 from self-audits, 15 18 statistics on, 95 costs in calculating ROI, 96 101, 119 future, 38, 43t hard, 96 99 identifying in self-audits, 154 55 one-time, 37 of piracy, 12 provisions in software license agreements, 36 38, 43t recommendations for, 155 of SAM implementation alternatives, 102 3 soft, 96 97 counterfeit software, 27 28 credits, 38, 40 criteria for SAM tool selection, 73 74, 78 80, 83 84 Exercise, 75, 88 89 cross-platform conversion rights, 38 culture of compliance, 93, 150 51, 156 57 customized software, 36 37, 41 43, 84 D damage awards, 16. See also settlements data assembly for self-audits, 152 53 database bridges, 84 data collection, 130 31, 151, 153 data location, 151 53 data normalization, 79t, 80 defensiveness in audits, 125, 129 30 defensive tactics in presenting a business case, 94 definitions in software license agreements, 37 39, 41 delivery of software, 34, 36, 41 of tech support, 38 demonstration software/licenses. See evaluation software deployment defined, 8 174
Index double, 126 27 and license pools, 84 and software asset management, 7 descriptions in software license agreements, 34 35, 41 43 direct support (SAM tools), 81 82t disaster recovery, 35, 127 discontinued software, 40 discounts, 37 discovery software. See auto-discovery disputes, provisions for, 39 40, 43t, 126 Distributed Management Task Force (DMTF), 146 47t divestiture activity as audit trigger, 15t, 124 provisions in software license agreements, 38, 40 DMTF (Distributed Management Task Force), 146 47t documentation, software, 27, 34 documentation of audit process, 131 documentation of software license agreements. See also contract management and audits, 125 27 backups, 28, 152 proof of license, 27 28 double deployment, 126 27 downgrade licenses, 30, 153 due diligence as trigger for audits, 10t, 15t duration of acceptance period, 42 duration of licenses, 28, 30, 37 E ease of use and SAM tools, 83, 85 education on compliance, 150 51, 156 embedded third-party software, 39 employees compliance, encouraging, 93, 150 51, 156 57 costs of, 101 defining, 35 monitoring, 153, 155 and SAM tool selection, 80 in self-assessment of SAM processes, 53, 59 60 in self-audits, 15, 152 in software license management, 2, 94 surveys, 15, 150 tips on noncompliance, 12 end-user license agreements (EULAs), 27 end-users. See also culture of compliance as audit triggers, 10t as stakeholders, 94 surveys for self-audits, 15, 150 enforcement, employee, 151 enhancements, 38 enterprise licenses, 31 32, 40 entitlement, 28 error correction, 38 errors, payment, 39 EULAs (end-user license agreements), 27 evaluation activity in software license agreements, 35 evaluation software licenses, 28 29 and piracy, 13 provisions in software license agreements, 35, 127 event notification as SAM tool component, 79t, 82t Exercises auditing and compliance basics, 9, 13 audits, external, 128, 138 42 audits, self-, 161 70 calculating ROI, 108 9, 112 14, 116 19 licenses (software license agreements), 33, 47 49, 166 67 piracy, 13 respond to objections, 104, 115 SAM tool selection, 75, 88 89 self-assessment of SAM processes, 66 70 standards and frameworks, 149, 161, 170 expansion activity, 36 expenses. See costs exposure calculating, 98 99 defined, 96 and implementation alternatives, 102 3 extension options, 40 external parties in self-audits, 15 16 external references for software license agreements, 34 35 F FAST (Federation Against Software Theft), 11, 124 feature and function components of SAM tools, 79t, 82t Federation Against Software Theft (FAST), 11, 124 fees in calculating ROI, 99, 101 maintenance, 36 38, 40, 155 one-time, 37 financial forecasting, 17 financial management as SAM tool component, 78t, 81t fines avoiding through self-audits, 15 in calculating exposure, 98 99 175
Software License Management STUDY GUIDE fines (cont d) compliance agencies and, 11, 124 as hard cost, 96 settlements, 12t, 125, 129t, 131 forecasting and budgeting for SAM tools, 73 financial, 17 usage, 36 frameworks COBIT and ITIL, 61, 145 46, 147t compared to ISO/IEC 19770-1, 147t defined, 144 Exercises, 149, 161, 170 value of, 143 Freescale Semiconductor, 93 freeware, 13, 29t future costs, 38, 43t G gap analysis. See self-assessment of SAM processes glossaries in software license agreements, 37 38 Glossary of Software License and IT Asset Management Terms, 3, 145 government agencies as auditors, 10 12 H hard costs, 96 99 hard-disk loading, 27 28 hardware, 13, 15, 60, 166 harvesting, 84 help desk, 59, 74t, 80,108, 116, 170 honesty and audits, 129 30 I IBSMA (International Business Software Managers Association), 1 3 IBSMA Practitioners Certificate in Software License Management (PCSLM), 1 2 IEC (International Electrotechnical Commission), 52, 146 47t ignorance as a defense, 13, 129 IMAC (install/move/add/change) activity, 55, 61, 78t implementation alternatives, outlining, 102 3 incident management, 16, 55, 79t, 82t indemnification, 39, 127 indirect support (SAM tools), 81 Information Industry Association, 11 Information Systems Audit and Control Association (ISACA), 145, 147t Information Technology Infrastructure Library. See ITIL (Information Technology Infrastructure Library) infrastructure, defined, 16 installation configuration, 41 install/move/add/change (IMAC) activity, 55, 61, 78t provisions in software license agreements, 35 36, 41 and usage data, 153 integration of SAM with IT services as optimization, 155 and SAM self-assessment, 53, 61 and SAM tools, 84 and self-audits, 152, 155 internal audits. See audits, self- International Business Software Managers Association (IBSMA), 1 3 International Electrotechnical Commission (IEC), 52, 146 47t International Organization for Standardization (ISO), 52, 146 47t. See also ISO/IEC 19770-1 interoperability of SAM tools, 79t, 82t, 84 inventory management and inventories in calculating ROI, 97 defined, 8 Exercise, 166 67, a27 in SAM, 7, 16, 55 as SAM tool component, 71, 79t, 81 82t for self-audits, 152 53 investment, return on. See return on investment (ROI) invoices, 27 28, 37 ISACA (Information Systems Audit and Control Association), 145, 147t ISO/IEC 19770-1 compared to IT frameworks, 147t conformance/compliance, 56, 149 defined, 52 Exercises, 68 70, 149, 161, 170 optimization recommendations, 155 Quiz, 57 58 SAM process areas, 54 58 and SAM tools, 74, 77, 81 82t, 148 self-assessment against, 51 52, 56 61, 66 69 ISO/IEC 19770-2, 148 ISO/IEC 19770-3, 148 ISO/IEC 20000-1, 146 ISO/IEC 20000-2, 146, 147t ISO (International Organization for Standardization), 52, 146 47 ITAM, 17, 59, 95 ITIL frameworks, 61, 145 47, 161 ITIL (Information Technology Infrastructure Library), 61 176
Index IT service management (ITSM). See ITSM (IT service management) IT services and SAM, 7, 16 SAM integration with, 53, 61, 84, 152, 155 and SAM self-assessment, 61 software license management in, 5 ITSM (IT service management) defined, 61 integration of SAM processes, 61 SAM tools, 79t, 82t IT standards. See standards J JTC1 (ISO/IEC), 146 K key, activation/license, 8, 27, 32 key concepts, explaining, 95 Key terms, 6, 26, 52, 72, 92, 122, 144 L language, audit, 39, 126 27, 145 language, business, 94 leasing software, 13 legal departments and audits, external, 125 26, 129t, 130 31 and audits, self, 15 and business case creation, 94 and software license agreements, 41 legalese, 41 liability, vicarious, 13, 129 30 liability limitations, 39 license agreements. See software license agreements license compliance. See compliance license compliance audits. See audits, external license metrics and calculating ROI, 97 defined, 28 and license types, 30 32 and negotiations, 30, 32, 35 37, 127 and pricing, 35 37 and SAM tool budget, 73 tabulating, 97 tracking for self-audits, 152 53 license pools, 44 45, 84 license reconciliation, 152 54. See also audits, selfdefined, 73, 151 Exercise, 168 69 as SAM tool component, 78t, 81t licenses (software license agreements), 25 50 annual, 30t audit provisions in, 125 27 backing up, 28, 152 53 Case Study, 44 45, 49 classifying, 8, 28 32 client access license (CAL), 31t competitive upgrade, 29 30 concurrency, 31 32, 36, 84, 153 and custom development, 41 42 defined, 8, 28 documenting, 27 28, 125 27, 152. See also contract management downgrade, 30, 153 duration of, 28, 30, 37 enterprise, 31 32, 40 evaluation, 28 29 Exercises, 33, 47 49, 165 67 by metric, 31t millions of instructions per minute (MIPS), 31t negotiating, 34 43 network, 31t open source, 31t original equipment manufacturer (OEM), 29t Overview and Objectives, 26 and ownership, 25 per device, 31 32 perpetual, 30t, 155 per user, 31 32 product descriptions in, 34 35 by product type, 28 30 proof of, 27 28 Quiz, 46, 49 retail product, 29t Review, 45 SaaS (software as a service), 29t self-assessment, 48 49 shareware, 29t site, 31 32, 36 solution provider, 29t subscription, 8, 30t, 155 suite, 29t summary of considerations, 43t terminating, 40 types of, 8, 28 32 upgrade, 29 30, 38 volume, 8, 31 32 license surpluses. See over-licensing license transfers, 13, 35 177
Software License Management STUDY GUIDE life-cycle management as part of SAM, 7, 55, 76 and payment, 36 and SAM tools, 71, 74, 77 78t, 81t life-cycle process interfaces (ISO/IEC 19770-1) optimization of, 155 as SAM process area, 55, 61 and SAM tool components, 81 82t limits on maintenance fees, 38, 40 litigation, provisions for, 39 M maintenance fees, 36 38, 40, 155 maintenance of custom software, 42 management business case for software license management, 91 103 and culture of compliance, 150 51 involvement in self-audits, 15 and SAM self-assessment, 59 manual inventories and calculating ROI, 97, 100 101 market domination and audits, 123 measuring. See metering; metrics, license Medavie Blue Cross, 93 mergers and acquisitions as audit trigger, 13, 15, 124 competitive advantage in, 18 provisions in software license agreements, 38, 40 metering, 32, 153 54. See also metrics, license metrics, license and calculating ROI, 97 defined, 28 and license types, 30 32 and negotiations, 30, 32, 35 37, 39, 127 and pricing, 35 37 and SAM tool budget, 73 and software costs, 37 tabulating, 97 tracking for self-audits, 152 53 migration, hardware/software, 13, 15, 35, 126 MIPS (millions of instructions per minute) license, 31t monitoring tools, 18, 32, 153, 155. See also metering; metrics, license motivations for audits, 9 10, 12 13, 40, 123 24 n negotiating software license agreements, 34 43 audit terms, 38 40, 124 27 considerations in, 34 42 and cost control, 17 Exercises, 47 49 and integration of SAM and IT, 84 and license metrics, 30, 32, 35 37, 127 Overview and Objectives, 26, 34 Review, 45 net benefit, calculating, 100 101 net exposure, calculating, 98 99 net hard cost, 98 net investment, calculating, 101 network licenses, 31t niche specialties in SAM tools, 84 no-charge items, 35 noncompliance costs of, 16, 91, 98 employee accountability, 151 reasons for, 25 settlements and rewards, 12t, 124 25, 129t, 131 nondisclosure agreements, 125, 129 30 nonproductive applications, 18, 101 normalization, data, 79 80 notification of audit, 124 25, 127 O OASIS (Organization for the Advancement of Structured Information Standards), 146 47 objections, responding to, 104, 115 OEM (original equipment manufacturer) licenses, 29t OGC (Office of Government Commerce), 146 47 open loops, 154 55 open source software, 7, 13, 31t operations management and interfaces (SAM process area), 54 55, 81 82t optimization of software license management Case Studies, 19 25, 28, 156 58 defined, 154 recommendations for, 155 oral agreements, 133 organizational concerns in SAM self-assessment, 59 organizational management SAM process areas, 54 55, 81 82t Organization for the Advancement of Structured Information Standards (OASIS), 146 47 original equipment manufacturer (OEM) licenses, 29t outside assessors, 127 over-deployment, 15, 124. See also under-licensing overlap periods, 35 over-licensing and audits, self-, 15 178
Index costs of, 96, 154 credits for, 38 39 exposure calculations, 98 reasons for, 51 recommendations for, 155 Overview and Objectives audits, external, 122 audits, self-, 144 basics of auditing and compliance, 6 business case and ROI, 92 SAM self-assessment, 52 SAM tools, 72 software license agreements, 26 ownership, proof of, 27 28 ownership of software, 7, 25, 42 P paperwork. See documentation of software license agreements parameterization, 41 passive metering, 32 payment, proof of, 27 payment terms, 36 39, 43t PCSLM (IBMSA Practitioners Certificate in Software License Management), 1 2 penalties. See fines per device licenses, 31 32 perpetual licenses, 30t, 155 per-product exposure, calculating, 98 personnel. See employees per user licenses, 31 32 piracy as audit trigger, 10t, 12, 123 and control environment, 150 51 costs, 12 13, 16 defined, 12 Exercise, 13 hard-disk loading, 28 reasons for, 25 planning and implementation (SAM process area), 55, 81 82t, 155 platforms in SAM self-assessment, 61 point tools, 76 77, 83 policies, management and culture of compliance, 36, 93, 150 51, 156 in self-assessment of SAM processes, 59 60 presentation, business case, 92, 94 95, 104 6 pricing and use, 35 37. See also metrics, license primary life-cycle interfaces. See life-cycle process interfaces (ISO/IEC 19770-1) primary process interface area, 54 55, 81 82t. See also life-cycle process interfaces (ISO/IEC 19770-1) privacy in audits, 130 problem management, 16, 55, 79t, 82t process areas. See SAM process areas process maturity, 74 75 procurement and requisition as SAM tool component, 78t, 81t procurement departments, 15, 59, 94 product activation key. See activation key product catalog, 78t, 80, 153 product descriptions in software license agreements, 34 35 product exposure, 98. See also exposure productivity calculating, 119 monitoring, 155 product schedules, 35, 37, 41 product type licenses, 28 30 product use rights, 7, 35 36, 43t professional service agreements (PSAs), 42 Profiles in Excellence, 93 profiling in SAM tools, 83 project management expenses, 101 proof of compliance. See compliance proof of license, 27 28 proof of payment, 27 proprietary information, 41 Provance, 84 PSAs (professional service agreements), 42 publishers aggressive, 122 23 audit motivations, 10t, 12 13, 123 24 as auditors, 10, 122 24 and audits, self-, 15 bankruptcy, 40 defined, 10 involvement in software license management, 125 27 and ISO/IEC 19770-2, 148 and ISO/IEC 19770-3, 148 merger, acquisition, and divestiture activity, 40 negotiating with, 17, 34 43, 124 27 records, 27, 132 33 relationships with, 40, 43t, 123 25, 129 30 purchase orders, 27 purchasing processes, centralizing, 5 pushback on business case, 94, 104, 115 179
Software License Management STUDY GUIDE q questions for negotiations of software license agreements, 34 42 for self-audits, 152 Quizzes auditing and compliance basics, 14, 26, 28 audits, external, 137, 142 audits, self-, 160, 170 business case, 111, 116 licenses (software license agreements), 46, 49 return on investment (ROI), 111, 116 SAM tools, 87, 90 self-assessment of SAM processes, 57 58, 65, 70 r random check-ups as audit trigger, 10t, 12 13 recommendations from self-audit, 154 55 reconciliation, license, 152 54. See also audits, selfdefined, 73, 151 Exercise, 168 69 as SAM tool component, 78t, 81t record-keeping. See also contract management of audit process, 131 for audits, 125 27, 132 33 backups, 28, 152 proof of license, 27 28 redundant purchasing, reducing, 17 relationship management, 55 relationships with publishers and audits, 123 25, 129 30 negotiating with, 17, 34 43 remixable license pools, 44 45 removal of installations, 16, 154 55 renewals, automatic, 40 renting software, 13 reporting and analysis as SAM tool component, 78t, 81t reports in business case presentations, 95 self-audit, 153 54 resistance to software license management, 94, 104, 115 retail product licenses, 29t return on investment (ROI), 91 120 business case, developing, 95 106 calculating, 96 102 defined, 92 Exercises, 108 9, 112 14, 116 19 presentation of business case, 91 92, 102, 105 6 Quiz, 111 Review, 110 of SAM tools, 84 of self-audits, 15 revenue generation as audit trigger, 10t, 12 13, 123 Reviews auditing and compliance basics, 25 audits, external, 136 audits, self-, 159 business case and ROI, 110 licenses (software license agreements), 45 negotiations, 45 SAM tools, 86 self-assessment of SAM processes, 64 rewards, whistle-blower, 12t rights audit, 32 cross-platform conversion, 38 second-use, 32, 153 54 use, 7, 35 36, 43t risks. See also control environment and audits, 15 16, 154 55 costs of exposure, 91, 98 99, 102 3 ROI. See return on investment (ROI) s SaaS (software as a service) licenses, 29t, 83 sales channels and license types, 29 30, 37 sales departments and audits, 133 SAM. See software asset management (SAM) SAM consultants and external audits, 123 SAM process areas. See also ISO/IEC 19770-1 compliance certification, 148 Exercise, 68 69 integration with ITIL (Information Technology Infrastructure Library), 61 overview, 54 58 SAM tools and, 74 75, 81 82t, 148 self-assessment, 51 70 SAM tools, 71 90 and audits, external, 125 and audits, self-, 15t, 151, 153 54 automated compliance, 148 in calculating ROI, 84, 97, 101 Case Studies, 85 86, 90 combined, 76 77 components, 78 79t, 81 82t and concurrency licenses, 32 costs of, 101 180
Index criteria, 73 74, 78 80, 83 84 defined, 71 Exercise, 75, 88 89 integration with IT services, 84 and ISO/IEC 19770-1, 81 82t, 148 metering with, 32 Overview and Objectives, 72 performance priorities, 83 84 point, 76 77, 83 Quiz, 87, 90 Review, 86 sizes of, 76 77 suite, 76 77, 80, 83 84, 155 vendors, 15 16, 125 27 Sarbanes-Oxley, 5 scope of audits, external, 11 of audits, self, 151 52 of calculating ROI, 97 defined, 53 of implementation options in presentations, 102 3 and selection of SAM tools, 83 of self-assessment of SAM processes, 60 61, 67 scoping access restriction, 83 script linkages, 84 SC7 (subcommittee 7), 146 47. See also ISO/IEC 19770-1 second-use rights, 32, 153 54 security as reason for SAM self-assessment, 51 and SAM tools, 79t, 82 83 self-assessment of SAM processes, 51 70 and audits, 56 business case for, 94 Case Study, 62 64, 70 defined, 51 Exercises, 66 70 Overview and Objectives, 52 Quizzes, 57 58, 65, 70 reasons for, 53 Review, 64 roles in, 59 60 and SAM tool selection, 77, 81 scope of, 60 61 stages of, 53i stakeholders in, 53, 59 60 starting, 59 61 self-assessors, 59 60 service desk, 59, 80 service level agreements (SLAs), 79t, 82t service level management, 55 service providers in self-audits, 15 services agreements, professional (PSAs), 42 services included in software license agreements, 34 35 settlements, 12t, 124 25, 129t, 131 shareware licenses, 29t SIIA (Software & Information Industry Association), 11 12, 124 site licenses, 31 32, 36 SLAs (service level agreements), 79t, 82t slide show sample of business case, 105 6 SLM. See software license management snapshot of compliance. See audits soft costs, 96 97 software asset inventory, 16 custom, 36 37, 41 43, 84 demonstration, 13, 28 29, 35, 127 embedded third-party, 39 evaluation, 13, 28 29, 35, 127 free, 13, 29t leasing, 13 migration, 10, 13, 15, 126 nonproductive, 18, 101 open source, 7, 13, 31t renting, 13 as a service (SaaS), 29t, 83 unlicensed, 61, 166 unsupported, 13 unused, 40 used, 13 virtualized, 166 software asset management (SAM). See also SAM process areas; SAM tools benefits of, 5, 16 18, 95 96, 100 101 components of, 7i defined, 7 implementation options in presentations, 102 3 and incident management, 16 infrastructure, 16 integration with IT services, 53, 61, 84, 152, 155 and problem management, 16 publisher and vendor involvement, 126 27 self-assessment, 51 70 software license management as part of, 5 success of, 93 surveys, 10, 17, 95, 122 terms, basic, 7 8 Software & Information Industry Association (SIIA), 11 12, 124 181
Software License Management STUDY GUIDE software license agreements, 25 50 annual, 30t audit provisions in, 125 27 backing up, 28, 152 53 Case Study, 44 45, 49 classifying, 8, 28 32 client access license (CAL), 31t competitive upgrade, 29 30 concurrency, 31 32, 36, 84, 153 and custom development, 41 42 defined, 8, 28 documenting, 27 28, 125 27, 152. See also contract management downgrade, 30, 153 duration of, 28, 30, 37 enterprise, 31 32, 40 evaluation, 28 29 Exercises, 33, 47 49, 166 67 by metric, 31t millions of instructions per minute (MIPS), 31t negotiating, 34 43 network, 31t open source, 31t original equipment manufacturer (OEM), 29t Overview and Objectives, 26 and ownership, 25 per device, 31 32 perpetual, 30t, 155 per user, 31 32 product descriptions in, 34 35 by product type, 28 30 proof of, 27 28 Quiz, 46, 49 retail product, 29t Review, 45 SaaS (software as a service), 29t self-assessment, 48 49 shareware, 29t site, 31 32, 36 solution provider, 29t subscription, 8, 30t, 155 suite, 29t summary of considerations, 43t terminating, 40 types of, 8, 28 32 upgrade, 29 30, 38 volume, 8, 31 32 software license compliance. See compliance software license management basic terms, 7 8 defined, 1, 5, 7 as part of software asset management, 5 surveys, 94 95 software licenses. See software license agreements software metering. See metering; metrics, license Software Publishers Association, 11 solution provider license, 29t specialty emphasis and SAM tool selection, 83 84 spreadsheets in self-audits, 153 54 St. Thomas University, 93 stakeholders in audits, external, 10 12 in audits, self-, 15 16, 152 in business case creation, 93 94 in self-assessment of SAM processes, 53, 59 60 standards bodies, 146 48 defined, 144 Exercises, 149, 161, 170 and frameworks compared, 147t self-audit, 143 48 statement of purpose, 53, 64, 66 statistics on software license management, 95, 122 streaming SAM tools, 84 subcommittee 7 (SC7), 146 47t. See also ISO/IEC 19770-1 subscription licenses, 8, 30t, 155 suite licenses, 29t suite SAM tools, 76 77, 80, 83 84, 155 surpluses, license. See over-licensing surveys in business case creation, 94 95 of end users, 15, 150 2008 Survey Report on Software and IT Asset Management, 10, 17, 95, 122, 124 suspicion of noncompliance as audit trigger, 10t, 12 t tabulating software license figures, 97 TAG (U.S. Technical Advisory Group), 147t targeting business units in self-assessment, 60 taxes, 9 10, 37, 41 TCO (total cost of ownership), 38, 78t technical support, 38 termination of software license agreements, 40 terms basic, 7 8 defining in software license agreements, 37 38, 41 test environments, 153 182
Index third-party agencies, 9 12, 124 third-party software indemnification, 39 timeframe of audits, 124 25, 130 31 in implementation alternatives, 103t of usage in software license agreements, 127 tips of noncompliance, 9 12, 124 tools, SAM. See SAM tools tools for self-audits, 151 total cost of ownership (TCO), 38, 78t transfers of licenses, 13, 35 trial licenses. See evaluation software triggers, audit, 9 10, 12 13, 40, 123 24 defining in software license agreements, 127 for self-audits, 9, 15 true-up purchases defined, 11, 122 as hard cost, 96 pricing in software license agreements, 37 from self-audits, 15, 155 business case, 111, 116 licenses, 46, 49 return on investment (ROI), 111, 116 SAM tools, 87, 90 self-assessment of SAM processes, 65, 70 vocabulary terms, basic, 7 8 volume licenses, 8, 31t, 32 w warranty terms, 36, 39 whistle-blower awards, 12 wizards, 79t, 82t workflow management, 79t, 82t u unauthorized copying. See piracy under-licensing, 51, 96, 123 24. See also fines; true-up purchases university case study, 156 58, 170 unlicensed software, 61, 166 unused software, 40 updates vs. maintenance, 38 upgrade licenses, 29 30, 38, 42 urgency and SAM tool selection, 83, 85 U.S. Technical Advisory Group (TAG), 147t usage tracking tools, 155 used software, 13 use rights, 7, 35 36, 43t user interface/data fields of SAM tools, 79t, 82t V variance in implementation alternatives, 103t vendor management with SAM tools, 78t, 81t vendors. See publishers verification and compliance (SAM process area), 55, 81 82t vicarious liability, 13, 129 30 virtualized software, 166 Vocabulary Quizzes auditing and compliance basics, 26, 28 audits, external, 137, 142 audits, self-, 160, 170 183
Software License Management STUDY GUIDE Study Guide M SA Software License management E PL At last, an introduction to the basics of software asset management (SAM) and software license management (SLM) for a wide-ranging audience! Organizations of all sizes and industries around the world have a need to manage software licenses proficiently. In fact, today the wide variety of individuals involved in IT service management and even many non-it staff would benefit from a solid foundation in effective software license management practices. Based on our popular Practitioners Certificate in Software License Management (PCSLM) course, this comprehensive guide is written in uncomplicated English and allows you to cover the course material at your own pace. Learn practical tips and best practices. C Apply concepts to your work by completing the self-assessment exercises. Review illustrations, graphics and key terms in each chapter to understand how concepts relate and summarize main points. O Prepare to take the PCSLM exam as well as administer an SLM program at your company. For more information visit IBSMA.com. PY We show many examples of SLM in practice to illustrate how when successfully executed SLM is a good business investment. The guide s self-assessment exercises enable you to apply each chapter s concepts to your work environment. Illustrations and graphics show how concepts relate and summarize main points. There is also a handy list of key terms in the front of each chapter. You ll find that the practice exercises enable you to figure out the best way to handle everyday SLM situations. International Business Software Managers Association 184