Gartner Research

Before Purchasing an ITSSM Tool, Compare Pricing and Licensing

Published: 18 September 2015

ID: G00281217

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


Price is often the deciding factor in an IT service support management tool purchase. To be able to negotiate better deals, infrastructure and operations leaders need to be capable of determining how perpetual, subscription and SaaS license options affect the long-term net present cost of ownership.

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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