Information Technology Service Management

Global Information Technology Service Management Market to Reach US$17.4 Billion by 2030

The global market for Information Technology Service Management estimated at US$10.3 Billion in the year 2024, is expected to reach US$17.4 Billion by 2030, growing at a CAGR of 9.2% over the analysis period 2024-2030. Management Solutions, one of the segments analyzed in the report, is expected to record a 8.4% CAGR and reach US$12.8 Billion by the end of the analysis period. Growth in the Management Services segment is estimated at 11.5% CAGR over the analysis period.

The U.S. Market is Estimated at US$2.7 Billion While China is Forecast to Grow at 8.9% CAGR

The Information Technology Service Management market in the U.S. is estimated at US$2.7 Billion in the year 2024. China, the world`s second largest economy, is forecast to reach a projected market size of US$2.8 Billion by the year 2030 trailing a CAGR of 8.9% over the analysis period 2024-2030. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at a CAGR of 8.3% and 7.9% respectively over the analysis period. Within Europe, Germany is forecast to grow at approximately 7.5% CAGR.

Global Information Technology Service Management Market – Key Trends & Drivers Summarized

How Is ITSM Transforming IT Operations Across Enterprises?

Information Technology Service Management (ITSM) is revolutionizing IT operations by providing structured frameworks and processes that enhance efficiency, reliability, and scalability in service delivery. ITSM solutions enable organizations to align their IT services with business objectives, ensuring that technology investments directly contribute to operational goals. By implementing ITSM frameworks like ITIL (Information Technology Infrastructure Library), enterprises can standardize workflows, improve service delivery, and minimize downtime, driving greater operational efficiency.

A significant area of transformation lies in incident and problem management, where ITSM tools enable IT teams to resolve issues faster and prevent future disruptions. Furthermore, change and configuration management processes are streamlined, reducing the risks associated with deploying new technologies or upgrading existing systems. Automated workflows, integrated analytics, and real-time monitoring capabilities ensure that IT operations remain proactive and responsive to business needs. As organizations increasingly adopt digital transformation strategies, ITSM has become a cornerstone for managing complex IT ecosystems and delivering value-driven services.

Why Are Businesses Investing in ITSM Solutions?

Businesses are investing in ITSM solutions to enhance customer satisfaction, optimize resource utilization, and gain competitive advantages. With the increasing reliance on technology for business operations, ensuring uninterrupted IT services has become a top priority for organizations. ITSM platforms offer centralized service desks, enabling IT teams to manage and resolve user queries efficiently. Self-service portals and automated ticketing systems further improve user experiences by reducing response times and empowering employees to troubleshoot minor issues independently.

In addition to improving service delivery, ITSM tools help businesses optimize IT resource allocation through capacity and performance management. By analyzing resource usage patterns, organizations can avoid overprovisioning or underutilization, ensuring cost-effectiveness. ITSM also plays a vital role in compliance management, helping organizations adhere to industry regulations and security standards by maintaining comprehensive audit trails and implementing robust access controls. The ability to streamline IT operations, reduce costs, and improve service quality underscores the growing adoption of ITSM solutions across industries.

How Is Technology Driving Innovation in ITSM?

Technological advancements are significantly enhancing the capabilities and effectiveness of ITSM solutions. Artificial intelligence (AI) and machine learning (ML) are transforming ITSM by automating repetitive tasks, such as incident categorization, ticket routing, and root cause analysis. These technologies enable predictive analytics, allowing IT teams to identify potential issues before they escalate into major disruptions. AI-powered chatbots are improving user interactions, providing instant support, and reducing the burden on service desk agents.

Cloud computing is another key driver of innovation in ITSM, enabling organizations to implement scalable and flexible solutions that can adapt to changing business needs. Cloud-based ITSM platforms facilitate seamless integration with other enterprise systems, such as enterprise resource planning (ERP) and customer relationship management (CRM) tools, creating a unified IT environment. Moreover, advanced analytics and visualization tools provide IT leaders with actionable insights into service performance, helping them make data-driven decisions. These technological advancements are making ITSM more efficient, agile, and aligned with modern business requirements.

What Factors Are Driving the Growth of the ITSM Market?

The growth in the Information Technology Service Management (ITSM) market is driven by several factors, including the rising complexity of IT infrastructures, increasing demand for operational efficiency, and the growing emphasis on customer-centric IT services. Organizations are adopting ITSM solutions to manage hybrid IT environments comprising on-premises, cloud, and edge computing resources. The need for seamless integration and centralized management of these diverse systems has fueled the demand for ITSM tools.

Additionally, the increasing adoption of remote work and digital-first strategies has highlighted the importance of robust IT support systems. Industries such as healthcare, banking, and retail are leveraging ITSM to ensure uninterrupted services, meet compliance requirements, and enhance customer experiences. Advancements in AI, automation, and analytics have further enhanced the value proposition of ITSM solutions, encouraging businesses to invest in these technologies. As organizations continue to prioritize digital transformation and operational resilience, the ITSM market is poised for sustained growth in the coming years.

SCOPE OF STUDY:

The report analyzes the Information Technology Service Management market in terms of units by the following Segments, and Geographic Regions/Countries:

Segments:
Component (Management Solutions, Management Services); Technology (Network Management Technology, Database Management System Technology, Performance Management Technology, Configuration Management Technology, Other Technologies)

Geographic Regions/Countries:
World; United States; Canada; Japan; China; Europe (France; Germany; Italy; United Kingdom; and Rest of Europe); Asia-Pacific; Rest of World.

Select Competitors (Total 36 Featured) -

• Atlassian Corporation Plc
• Axelos Limited
• BMC Software, Inc.
• Broadcom, Inc.
• Freshworks Inc.
• Hewlett Packard Enterprise Development LP
• IBM Corporation
• IFS World Operations AB
• Ivanti
• OpenText Corporation

TARIFF IMPACT FACTOR

Our new release incorporates impact of tariffs on geographical markets as we predict a shift in competitiveness of companies based on HQ country, manufacturing base, exports and imports (finished goods and OEM). This intricate and multifaceted market reality will impact competitors by artificially increasing the COGS, reducing profitability, reconfiguring supply chains, amongst other micro and macro market dynamics.

We are diligently following expert opinions of leading Chief Economists (14,949), Think Tanks (62), Trade & Industry bodies (171) worldwide, as they assess impact and address new market realities for their ecosystems. Experts and economists from every major country are tracked for their opinions on tariffs and how they will impact their countries.

We expect this chaos to play out over the next 2-3 months and a new world order is established with more clarity. We are tracking these developments on a real time basis.

As we release this report, U.S. Trade Representatives are pushing their counterparts in 183 countries for an early closure to bilateral tariff negotiations. Most of the major trading partners also have initiated trade agreements with other key trading nations, outside of those in the works with the United States. We are tracking such secondary fallouts as supply chains shift.

To our valued clients, we say, we have your back. We will present a simplified market reassessment by incorporating these changes!

APRIL 2025: NEGOTIATION PHASE

Our April release addresses the impact of tariffs on the overall global market and presents market adjustments by geography. Our trajectories are based on historic data and evolving market impacting factors.

JULY 2025 FINAL TARIFF RESET

Complimentary Update: Our clients will also receive a complimentary update in July after a final reset is announced between nations. The final updated version incorporates clearly defined Tariff Impact Analyses.

Reciprocal and Bilateral Trade & Tariff Impact Analyses:

USA
CHINA
MEXICO
CANADA
EU
JAPAN
INDIA
176 OTHER COUNTRIES.

Leading Economists - Our knowledge base tracks 14,949 economists including a select group of most influential Chief Economists of nations, think tanks, trade and industry bodies, big enterprises, and domain experts who are sharing views on the fallout of this unprecedented paradigm shift in the global econometric landscape. Most of our 16,491+ reports have incorporated this two-stage release schedule based on milestones.

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