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IT Service Management (ITSM) Global Market Report 2025
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IT service management (ITSM) encompasses the practices, policies, and processes adopted by organizations to design, deliver, manage, and improve IT services for internal and external customers.

The main component types of IT service management (ITSM) include solutions and services. Solutions, broadly speaking, refer to methods or approaches for solving problems or addressing challenging situations. These solutions are enabled by various technologies such as performance management, configuration management, network management, database management systems, and others. These technologies can be deployed through both cloud-based and on-premise systems. They cater to various enterprise sizes, including small and medium enterprises as well as large enterprises, and are utilized by diverse end-users spanning industries such as banking, financial services, and insurance (BFSI), manufacturing, government and education, information technology and telecommunications, retail, travel and hospitality, healthcare, and others.

The IT service management market research report is one of a series of new reports from The Business Research Company that provides IT service management market statistics, including IT service management industry global market size, regional shares, competitors with an IT service management market share, detailed IT service management market segments, market trends and opportunities, and any further data you may need to thrive in the IT service management industry. This IT service management research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

The IT service management (ITSM) market size has grown rapidly in recent years. It will grow from $12.43 billion in 2024 to $14.42 billion in 2025 at a compound annual growth rate (CAGR) of 16.0%. The growth in the historic period can be attributed to increased overall service quality, increased operational effectiveness, increased complexity of it infrastructure, rise in priority for compliance and security in IT operations, increased expenditure to support cloud ITSM solutions.

The IT service management (ITSM) market size is expected to see rapid growth in the next few years. It will grow to $25.83 billion in 2029 at a compound annual growth rate (CAGR) of 15.7%. The growth in the forecast period can be attributed to rising adoption of updated IT infrastructure across the end-user industries, increasing digital business transformation, increasing demand for unified platform, increasing demand for improved IT service delivery, growing reliance of modern enterprises on IT. Major trends in the forecast period include integration of AI and automation technology, adoption of digital business strategies by enterprises, technology adoption, transition from on-premises to cloud-based solutions and services, adoption of ITSM software.

The IT service management market is poised for growth due to the increasing adoption of cloud-based platforms. Cloud platforms, also known as cloud computing platforms, provide various computing services over the internet and are being adopted more widely due to factors such as digital transformation, cost-effectiveness, security, integration, and disaster recovery benefits. Effective IT service management (ITSM) is essential for managing these cloud platforms, aligning IT services with business needs, ensuring service quality and availability, driving continual improvement, and addressing security and compliance requirements. For example, the European Union reported a 4.2 percentage point increase in businesses purchasing cloud computing services in 2023 compared to 2021, reflecting the growing adoption of cloud-based platforms driving the ITSM market.

Leading companies in the IT service management market are focusing on innovative solutions such as AI-based IT service management to enhance efficiency and user experience. AI-based ITSM solutions revolutionize traditional practices, allowing organizations to deliver faster, proactive, and personalized IT services while achieving operational excellence and cost savings. For instance, in August 2023, Spark recently launched ServiceFlex, an AI-driven IT service management solution that leverages smart technology and automation to streamline IT operations and prevent business disruptions, such as automating digital certificate renewals.

In May 2023, ServiceNow acquired G2K to integrate G2K's smart IoT technology into its Now Platform. This integration enables businesses to connect real-time data across physical spaces and utilize AI to derive actionable insights. G2K, a Germany-based company specializing in IT service management, brings valuable expertise to enhance ServiceNow's offerings.

Major companies operating in the IT service management (ITSM) market are Microsoft Corporation, IBM Corporation, Broadcom Inc., Hewlett Packard Enterprise Co., ServiceNow Inc., Open Text Corporation, Atlassian Corporation Plc, Micro Focus International Plc, BMC Software Inc., Epicor Software Corporation, ManageEngine, SolarWinds Worldwide LLC, Ivanti Inc., Freshworks Inc., ASG Technologies Group Inc., TOPdesk Nederland B.V., EasyVista Inc., Matrix42 AG, Spiceworks Ziff Davis Inc, Axios Systems Plc, SysAid Technologies Ltd, SunView Software Inc., InvGate Inc., Cherwell Software LLC, CA Technologies Inc.

North America was the largest region in the it service management (ITSM) market in 2024. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the IT service management (ITSM) market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.

The countries covered in the IT service management (ITSM) market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

The IT service management (ITSM) market consists of revenues earned by entities by providing services such as consulting and implementation services, managed services, and outsourcing offerings. The market value includes the value of related goods sold by the service provider or included within the service offering. The IT service management (ITSM) also includes sales of asset management tools, configuration management tools, and service desk tools. Values in this market are 'factory gate' values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors, and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

IT Service Management (ITSM) Global Market Report 2025 from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.

This report focuses on it service management (itsm) market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.

Reasons to Purchase

Where is the largest and fastest growing market for it service management (itsm) ? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The it service management (itsm) market global report from the Business Research Company answers all these questions and many more.

The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography.

The forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.

Scope

Table of Contents

1. Executive Summary

2. IT Service Management (ITSM) Market Characteristics

3. IT Service Management (ITSM) Market Trends And Strategies

4. IT Service Management (ITSM) Market - Macro Economic Scenario Including The Impact Of Interest Rates, Inflation, Geopolitics, Covid And Recovery On The Market

5. Global IT Service Management (ITSM) Growth Analysis And Strategic Analysis Framework

6. IT Service Management (ITSM) Market Segmentation

7. IT Service Management (ITSM) Market Regional And Country Analysis

8. Asia-Pacific IT Service Management (ITSM) Market

9. China IT Service Management (ITSM) Market

10. India IT Service Management (ITSM) Market

11. Japan IT Service Management (ITSM) Market

12. Australia IT Service Management (ITSM) Market

13. Indonesia IT Service Management (ITSM) Market

14. South Korea IT Service Management (ITSM) Market

15. Western Europe IT Service Management (ITSM) Market

16. UK IT Service Management (ITSM) Market

17. Germany IT Service Management (ITSM) Market

18. France IT Service Management (ITSM) Market

19. Italy IT Service Management (ITSM) Market

20. Spain IT Service Management (ITSM) Market

21. Eastern Europe IT Service Management (ITSM) Market

22. Russia IT Service Management (ITSM) Market

23. North America IT Service Management (ITSM) Market

24. USA IT Service Management (ITSM) Market

25. Canada IT Service Management (ITSM) Market

26. South America IT Service Management (ITSM) Market

27. Brazil IT Service Management (ITSM) Market

28. Middle East IT Service Management (ITSM) Market

29. Africa IT Service Management (ITSM) Market

30. IT Service Management (ITSM) Market Competitive Landscape And Company Profiles

31. IT Service Management (ITSM) Market Other Major And Innovative Companies

32. Global IT Service Management (ITSM) Market Competitive Benchmarking And Dashboard

33. Key Mergers And Acquisitions In The IT Service Management (ITSM) Market

34. Recent Developments In The IT Service Management (ITSM) Market

35. IT Service Management (ITSM) Market High Potential Countries, Segments and Strategies

36. Appendix

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