Gartner Research

Deciphering IT Service Desk Licensing, Pricing and Packaging

Published: 14 September 2009

ID: G00170299

Analyst(s): David Coyle, Kris Brittain, 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.

Table Of Contents
  • Overview
  • Introduction
  • What Is Common Licensing Terminology?
    • On-Premises Perpetual
    • Software as a Service
    • Hosted
  • Licensing Models and Role Types
    • Fixed, Named or Dedicated
    • Floating or Concurrent
    • End User
    • Tool Functional Bundling
  • Industry Packaging and Pricing
    • Global to Large-Enterprise Tools
    • Midscale-Business Tools
    • Small-Business Tools
  • Bottom Line

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