Gartner Research

Take Control of Pricing for Your Next SaaS or On-Premises ITSSM Tool Purchase

Published: 09 October 2014

ID: G00268723

Analyst(s): Alexa Bona, Gary Spivak, Chris Matchett


IT service support management tools are frequently purchased on the basis of price. ITSSM tool buyers should be familiar with typical costs and how different license offerings affect the net present cost of ownership at implementation and for the years that follow.

Table Of Contents
  • Key Challenges



  • Determine the Balance of Named and Concurrent Users
    • Named User (Fixed)
    • Concurrent User (Floating)
  • Use Gartner's ITSSM Pricing Guidelines
    • Common ITSSM Tool Delivery Models
    • Typical List License/Subscription Pricing for ITSSM Tools
  • Calculate the Long-Term Costs of Subscription Models

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