Licensing & Deployment

IncidentMonitor™ Service Desk Software is designed for ANY organization (small/mid-sized to enterprise), looking for a SaaS or on-premise software solution to support the service organization. With IncidentMonitor™, companies can support their ITIL® as well as non-ITIL® processes using a SaaS or on-premise application access model.

IncidentMonitor ITIL®-enabled service desk software is available as an On-Premise install or Software-as-a-Service (SaaS). With the On-Premise option, our service desk and help desk software is installed on your servers. Our qualified support team will help you implement and configure the application, train your administrators and provide exceptional application support. The SaaS solution is hosted by us or is hosted on your private SaaS. In all situations you will get the exact same solution and you will be in control of updates and upgrades to new releases. Of course our knowledgable team will perform the upgrade for you so you can stay focused on your own business. No matter if the app runs on your server or on ours.

We have a very simple license model:

  • no additional modules;
  • server license are not required;
  • unlimited, free end user access;
  • support for an unlimited number of assets; no surprises.
  • In order to maximize your investment, we offer dedicated and concurrent licenses. You can mix licenses for the most cost-effective license combination.

A simple, affordable licensing approach avoids confusion. Only personnel who provide or fulfil service require a license. End users, those who consume services, can access the portal and consume services without the need for licenses. End users can also participate in workflows and provide necessary feedback such as user approvals or in some cases management approvals.

Licenses

Support personnel who provide service to end users are called resources. It is only resources within the system that are licensed (in fact this is the only applicable cost, all modules are included).

We offer licenses on a:

  • named basis (fixed) for those staff who require dedicated/guaranteed access (typically front line personnel)
  • concurrent basis for agents who do not require dedicated access (typically second and third level support, management etc.) and multiple logins can be “shared” across a single concurrent license.

We always work with the client to determine the most economical combination of licenses. The licensing structure is so flexible that we have clients who ramp-up licenses during known high volume periods and decrease the licenses during the slower periods – licensing can be quite dynamic and be adapted to what best meets the requirement at a certain period. End users don't require a license. They will have free access to the portal if you provide them with a login.

 

No surprises

We do not charge for any additional feature or modules that are included in future releases. Our philosophy is one price and only one price – everything is included in the core application and new features which we release are part of the SaaS or  maintenance and support agreement we offer. 

 

These key elements of a service management framework allow you to implement ANY service and business processes that extend beyond the ITIL framework. ITIL as the foundation provides the bedrock for award winning service delivery beyond IT specific processes. Any organizational/business processes can easily be configured without the need for programming skills using IncidentMonitor™’s powerful workflow designer and forms designer.