Worldwide IT Service Management Software Forecast, 2023–2027

Worldwide IT Service Management Software Forecast, 2023–2027

This IDC study presents a 2023–2027 forecast for the IT service management (ITSM) software market as of June 2023. The study discusses how digital transformation initiatives that drove adoption over the past few years have shifted to ongoing digital operations. Meanwhile, new changes are afoot with greater attention to features enabled by artificial intelligence (AI) that have long been a strong point in ITSM, as well as changes in the structure of work and in IT roles."Technology is rapidly shifting in ways that have the potential to transform organizations and work again. Vendors and practitioners need to plan for long-term changes while balancing employee and customer experience and a changing workforce," said Snow Tempest, research manager, IT Service Management at IDC.

Please Note: Extended description available upon request.

IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Market Forecast
Market Context
Drivers and Inhibitors
Automation and AI Hype
Digital-First Operations and Collaboration
Hybrid Long Term
Digital Operations Have Arrived
Changing Roles in IT
Significant Market Developments
Push to Adopt Automation and AI
Changing Roles in IT
ITSM and ESM Market Maturing for Midsize to Large Enterprises
Cross-Disciplinary, Collaborative Functions
Changes from Prior Forecast
Market Definition
Historical and Forecast Market Values and Exchange Rates
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