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ITSM Market Share Evolution and Market Growth Trends 2024 - 2031

Market Overview and Report Coverage

IT Service Management (ITSM) is a set of practices that aims to align IT services with the needs of the business and improve the overall efficiency and effectiveness of IT operations. The ITSM market is expected to grow at a CAGR of 14% during the forecasted period. This growth can be attributed to the increasing demand for IT services, the rising adoption of cloud computing, and the need for organizations to streamline their IT processes.

The current outlook of the ITSM market is positive, with many organizations recognizing the value of implementing ITSM practices to improve service delivery and drive business growth. As organizations continue to digitalize their operations and embrace emerging technologies such as artificial intelligence and automation, the demand for ITSM solutions is expected to grow.

Some of the latest trends in the ITSM market include the adoption of self-service portals, the use of data analytics to improve decision-making, and the integration of ITSM with other business functions such as HR and finance. Overall, the future of the ITSM market looks promising, with continued innovation and growth expected in the coming years.

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Market Segmentation

The ITSM Market Analysis by types is segmented into:

  • Service Portfolio Management
  • Configuration and Change Management
  • Service Desk Software
  • Operations and Performance Management
  • Dashboard, Reporting and Analytics


ITSM market includes various types such as Service Portfolio Management, Configuration and Change Management, Service Desk Software, Operations and Performance Management, and Dashboard, Reporting, and Analytics.

Service Portfolio Management focuses on managing services offered by an organization. Configuration and Change Management deals with handling changes in IT environments. Service Desk Software helps in resolving IT issues efficiently. Operations and Performance Management ensures optimal performance of IT services. Dashboard, Reporting, and Analytics provide insights into IT service performance for informed decision-making.

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The ITSM Market Industry Research by Application is segmented into:

  • Banking, Financial Services, and Insurance (BFSI)
  • Telecommunication and IT
  • Healthcare and Life Sciences
  • Retail and Consumer Packaged Goods (CPG)
  • Government and Public Sector
  • Energy and Utilities
  • Travel and Hospitality
  • Manufacturing
  • Education


ITSM is widely utilized in various industries including Banking, Financial Services, and Insurance (BFSI) to streamline operations and improve customer service. In the Telecommunication and IT sector, ITSM helps in managing complex networks and ensuring seamless connectivity. Healthcare and Life Sciences benefit from ITSM by enhancing patient care and compliance with regulations. Retail and Consumer Packaged Goods (CPG) use ITSM to optimize inventory and sales processes. Government and Public Sector agencies utilize ITSM for efficient service delivery and response. Energy and Utilities sector employ ITSM for maintenance and reliability. Travel and Hospitality industry implements ITSM for smooth operations and customer satisfaction. Manufacturing sector embraces ITSM for improving production efficiency and quality control. Education institutions leverage ITSM for enhancing learning experiences and administrative efficiency.

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In terms of Region, the ITSM Market Players available by Region are:

North America:

  • United States

  • Canada


  • Germany

  • France

  • U.K.

  • Italy

  • Russia


  • China

  • Japan

  • South Korea

  • India

  • Australia

  • China Taiwan

  • Indonesia

  • Thailand

  • Malaysia

Latin America:

  • Mexico

  • Brazil

  • Argentina Korea

  • Colombia

Middle East & Africa:

  • Turkey

  • Saudi

  • Arabia

  • UAE

  • Korea

What are the Emerging Trends in the Global ITSM market?

Emerging trends in the global ITSM market include the increasing adoption of artificial intelligence and machine learning for automation, proactive problem resolution, and predictive analytics. Organizations are also focusing on improving customer experience through omni-channel support and self-service options. Additionally, there is a growing emphasis on ITSM integration with other IT solutions and business processes. Current trends in the market include the rising demand for cloud-based ITSM solutions, the shift towards agile and DevOps methodologies, and the importance of cybersecurity in IT service management. Overall, the ITSM market is evolving to meet the changing needs of organizations in an increasingly digital world.

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Major Market Players

The IT Service Management (ITSM) market is highly competitive with key players such as BMC Software, Broadcom, ServiceNow, Cherwell Software, HPE, Citrix Systems, Axios Systems, IBM, Heat Software, and Hornbill.

Among these players, ServiceNow is considered a market leader with a strong presence in the ITSM market. ServiceNow offers a comprehensive suite of ITSM solutions that streamline service delivery and automate workflows. The company has experienced significant growth in recent years with a CAGR of over 30%. ServiceNow's revenue for 2020 was reported at $ billion.

Broadcom is another prominent player in the ITSM market, offering a range of IT management software solutions. The company's revenue for 2020 was $14 billion, reflecting its strong position in the market.

Cherwell Software is known for its user-friendly and customizable ITSM solutions that cater to the specific needs of organizations. The company has been focusing on expanding its product offerings and strengthening its market presence. Cherwell Software's revenue for 2020 was reported at $120 million.

HPE, IBM, and Citrix Systems are also key players in the ITSM market, offering a wide range of IT management solutions to enterprises. These companies have been focusing on innovation and strategic partnerships to stay competitive in the market and meet the evolving needs of customers.

Overall, the ITSM market is expected to continue growing as organizations increasingly prioritize digital transformation and the need for efficient IT service delivery. Companies will need to innovate and invest in advanced technologies to stay ahead in this competitive market landscape.

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