In this model, you don't buy a license for Bob . You buy a license for actions . Bob can view tickets for free, but if he wants to "update," "close," or "escalate," he burns a transaction credit.
How does an organization escape the license-exclusive trap? service desk licence exclusive
The biggest risk of an exclusive licence is demand contraction. Insert a clause allowing you to reduce the licence count by 20% with 60 days' notice for the first two years. Vendors will push back, but exclusivity cuts both ways—they want your guaranteed revenue. In this model, you don't buy a license for Bob
For teams looking to optimize their setup, platforms like ManageEngine ServiceDesk Plus allow you to mix these models, giving "exclusive" access to your VIP technicians while using "concurrent" pools for everyone else. How does an organization escape the license-exclusive trap