Gartner Research

Deciphering IT Service Desk Licensing, Pricing and Packaging

Published: 14 September 2009

ID: G00170299

Analyst(s): David Coyle , Kris Brittain , Jarod Greene

Summary

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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