The "Service Desk License Exclusive": Why Your Choice of Access Model Defines Your ROI

Step 3: Secure an IP Escrow or Source Licence

Guaranteed Availability:

The user can log in at any time, from any device, without competing for a seat.

• Workflow design: ensure workflows don’t depend on admin-only features that agents lack; consider automation placement under admin accounts.
• Break-glass/admin access: plan for a small set of full licences for escalation, configuration, and emergency tasks.
• Audit & compliance: limited licences can simplify access audits but may complicate compliance if reporting requires full licences.
• Integrations: verify whether connectors (ITSM<>CMDB<>IAM) need full licences on integrated accounts.