Deciphering IT Service Desk Licensing, Pricing and Packaging

ID Number: G00170299

14 September 2009

Kris Brittain David M. Coyle Jarod Greene

Becoming savvy about IT service desk tool acquisition and life cycle costs requires understanding the evolving range of tools licensing, pricing and packaging models.

Price: US$495.00

Pages: 8

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Table of Contents

Analysis

1.0

Introduction

2.0

What Is Common Licensing Terminology?

2.1		On-Premises Perpetual
2.2		Software as a Service
2.3		Hosted

3.0

Licensing Models and Role Types

3.1

Fixed, Named or Dedicated

3.2

Floating or Concurrent

3.3

End User

3.4

Tool Functional Bundling

3.4.1		Basic Service Desk
3.4.2		ITSM Suite

4.0

Industry Packaging and Pricing

4.1

Global to Large-Enterprise Tools

4.1.1		On-Premises Examples
4.1.2		SaaS Examples

4.2

Midscale-Business Tools

4.2.1		On-Premises Examples
4.2.2		SaaS Examples

4.3

Small-Business Tools

4.3.1		On-Premises Examples
4.3.2		SaaS Example

5.0

Bottom Line

Recommended Reading

IT Asset Evaluation and Selection
Software Pricing, Contracts and Licensing
IT Service Desk and Help Desk
Software as a Service

© 2009 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

Resource Id: 1178818