Microsoft has launched its Customer Software Asset Management (SAM) toolkit and is attempting to play down concerns that the software gives it a way to audit users.

SAM is available now for customers and partners and is intended to demystify the process of managing Microsoft licences by providing a step-by-step, best-practice approach. Microsoft said the software supports the ISO 19770-1 SAM standard that was approved in May. It also offers tips on SAM policy and a directory of specialist partners.

“SAM isn’t just about a one-off when there’s an issue,” said Microsoft UK licensing programme manager Ram Dhaliwal. “It’s about managing assets from day one and as an ongoing process.”

In the US, some users have expressed discontent over what they have seen as a heavy-handed approach taken by Microsoft’s SAM agents and have criticised incentives for Microsoft staff for criteria including recovery of unpaid licence revenue.

However, in an email to IT Week, the software giant said its aim is to help customers rather than gain money.

“SAM, by definition, is not about selling,” wrote Juan Fernando Rivera, Microsoft worldwide director of SAM. “SAM is about the customer and Microsoft’s approach is to help customers understand and gain control of their software assets, and optimise the investments they make in them. Customer satisfaction is of utmost importance for Microsoft. We want to build customers for life.”

Rivera said that revenue recovery was just one criterion for compensating SAM agents.

“SAM engagement members are targeted upon the number of engagements and customer satisfaction pre-, during and post-engagement. Part of their compensation is based on the revenue they recover for unpaid licences on software that customers have been using, not on additional licence revenue. A good SAM implementation assures that the customer pays for the software they are using, and use the software they paid for.”

David Roberts, chief executive of blue-chip IT user group The Corporate IT Forum, said Microsoft had made strides to make SAM more accessible. “It’s taken a long time but we’ve had a very constructive relationship with them,” he added.