Gartner Research

IT Service Desk Pricing and Licensing Trends for 2011

Published: 02 May 2011

ID: G00212252

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


A crowded IT service desk vendor landscape and slowed market growth have accelerated vendor efforts to simplify pricing. The increase in the number of software-as-a-service offerings gives the customer more buying options than ever before, making it harder to evaluate the best overall proposal.

Table Of Contents
  • Overview


  • Definition of Basic Service Desk and ITSM Suite Packaging Trends
  • Definition of Perpetual and On-Premises Licensing Trends
  • Definition of SaaS and Subscription Licensing Trends
  • Other Delivery Trends
    • Appliance
    • Hosting
    • Changing Licensing Models
  • Bottom Line

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