Information Technology Service Management (ITSM)

Global Information Technology Service Management (ITSM) Market to Reach US$24.7 Billion by 2030

The global market for Information Technology Service Management (ITSM) estimated at US$10.7 Billion in the year 2024, is expected to reach US$24.7 Billion by 2030, growing at a CAGR of 15.0% over the analysis period 2024-2030. Cloud Deployment, one of the segments analyzed in the report, is expected to record a 13.6% CAGR and reach US$16.1 Billion by the end of the analysis period. Growth in the On-Premise Deployment segment is estimated at 18.1% CAGR over the analysis period.

The U.S. Market is Estimated at US$2.9 Billion While China is Forecast to Grow at 19.7% CAGR

The Information Technology Service Management (ITSM) market in the U.S. is estimated at US$2.9 Billion in the year 2024. China, the world`s second largest economy, is forecast to reach a projected market size of US$5.3 Billion by the year 2030 trailing a CAGR of 19.7% over the analysis period 2024-2030. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at a CAGR of 11.2% and 13.4% respectively over the analysis period. Within Europe, Germany is forecast to grow at approximately 11.9% CAGR.

Global Information Technology Service Management (ITSM) Market - Key Trends & Drivers Summarized

Why Is ITSM Evolving from Operational Support to Strategic Enablement?

Information Technology Service Management (ITSM) refers to the structured approach organizations use to plan, deliver, manage, and improve the way IT services are provided to end users. Once limited to helpdesk ticketing and incident resolution, ITSM now plays a critical role in aligning IT with broader business goals, ensuring service continuity, and driving digital transformation. Enterprises are adopting ITSM not only to maintain service quality but also to enhance agility, compliance, and cross-functional collaboration.

Modern organizations are shifting from reactive IT support to proactive service delivery, where ITSM frameworks like ITIL (Information Technology Infrastructure Library) provide guidelines for service design, transition, and continual improvement. Digital-native companies and legacy enterprises alike are implementing ITSM to manage hybrid environments involving on-premise systems, cloud services, and remote work infrastructure. The growing complexity of IT ecosystems, combined with rising end-user expectations, is prompting companies to prioritize structured service management practices.

How Are Platforms and Tools Transforming Service Delivery Capabilities?

Contemporary ITSM platforms are becoming increasingly intelligent and user-centric. Automation of routine tasks such as password resets, access provisioning, and incident triaging is improving response times and reducing manual errors. AI-driven chatbots and virtual agents are now integrated into ITSM workflows to resolve user queries, route tickets, and generate usage reports without human intervention. These capabilities are improving user satisfaction while allowing IT teams to focus on higher-value activities.

Cloud-based ITSM tools are gaining preference due to their scalability, ease of integration, and lower upfront costs. They allow real-time collaboration, mobile access, and centralized visibility across distributed IT environments. Self-service portals, service catalogs, and asset management dashboards are now standard features, enabling employees to access IT support independently and track service status. Advanced platforms also offer analytics dashboards, SLA tracking, and risk management modules to support informed decision-making and regulatory compliance.

Where Is Demand Growing, and Which Sectors Are Leading Adoption?

Demand for ITSM is rising across sectors that rely on digital infrastructure to deliver products or manage customer interactions. Financial services, telecommunications, healthcare, and public sector organizations are leading adopters, often driven by regulatory demands, system complexity, and the need for uninterrupted service delivery. Manufacturing and logistics firms are using ITSM to manage the convergence of operational and information technologies.

Small and medium enterprises (SMEs) are increasingly adopting cloud-based ITSM platforms as they scale operations and require formalized service management frameworks. The rise of remote work and hybrid business models has expanded demand for endpoint support, network access management, and service desk integration across geographies. North America and Europe remain key markets for mature ITSM adoption, while Asia Pacific is seeing fast growth due to expanding IT infrastructure and digital government initiatives.

What Is Driving Growth in the ITSM Market?

Growth in the ITSM market is driven by several factors including increasing dependence on IT infrastructure, the need for efficient service delivery, and widespread adoption of cloud-based digital operations. Integration of AI, machine learning, and automation into ITSM platforms is enhancing productivity, reducing incident resolution time, and improving service quality. These technologies are allowing organizations to manage larger volumes of IT requests while ensuring accuracy and consistency in responses.

End-use expansion across regulated sectors, remote work-driven enterprises, and global service centers is supporting long-term adoption of ITSM tools. As businesses aim to unify service delivery across IT, HR, facilities, and customer support functions, ITSM is evolving into an enterprise-wide framework. Compliance requirements, data security mandates, and increasing complexity in multi-cloud environments are reinforcing the value of ITSM in governance and operational control. These factors are shaping ITSM as a strategic pillar in enterprise digital transformation efforts.

SCOPE OF STUDY:

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

Segments:
Deployment (Cloud Deployment, On-Premise Deployment); Application (Configuration Management Application, Performance Management Application, Network Management Application, Database Management Systems Application, Other Applications); End-User (BFSI End-User, Manufacturing End-User, Government & Education End-User, IT & Telecommunications End-User, Retail End-User, Travel & Hospitality End-User, Healthcare End-User, Other End-Users)

Geographic Regions/Countries:
World; United States; Canada; Japan; China; Europe (France; Germany; Italy; United Kingdom; Spain; Russia; and Rest of Europe); Asia-Pacific (Australia; India; South Korea; and Rest of Asia-Pacific); Latin America (Argentina; Brazil; Mexico; and Rest of Latin America); Middle East (Iran; Israel; Saudi Arabia; United Arab Emirates; and Rest of Middle East); and Africa.

Select Competitors (Total 39 Featured) -

• Atlassian Corporation Plc
• BMC Software, Inc.
• Broadcom Inc.
• Cherwell Software
• Datadog, Inc.
• Freshworks Inc.
• IBM Corporation
• Ivanti, Inc.
• ManageEngine (Zoho Corp)
• Micro Focus International
• Microsoft Corporation
• Nintex, Inc.
• Salesforce, Inc.
• SAP SE
• ServiceNow, Inc.
• SolarWinds Corporation
• SysAid Technologies Ltd.
• TOPdesk
• Zendesk, Inc.
• Zoho Corporation

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