If you guys configured SSO with your ServiceNow instance, you need to configure your vRA idm with the same source...otherwise, your login will SSO into ServiceNow, but will present you with a vRA login (pending your account has the vra_user role configured). The entitlements would be presented based on the login you provided vRA.
First error you got under VRASNVIDM.step5.
This code generates access and refresh token. Since this step failed, you got error in next script-VRASNEntitlementUtilTest.preSetEntitlement
If you are using SSO, you need configuration at both sides ServiceNow as well as vRA.
Refer documentation for ITSM plugin to get more clarity.
Let me know for more details.