Information Technology Service Management (ITSM) - Global Strategic Business Report

The global market for Information Technology Service Management (ITSM) was valued at US$10.7 Billion in 2024 and is projected to reach US$24.7 Billion by 2030, growing at a CAGR of 15.0% from 2024 to 2030. This comprehensive report provides an in-depth analysis of market trends, drivers, and forecasts, helping you make informed business decisions. The report includes the most recent global tariff developments and how they impact the Information Technology Service Management (ITSM) market.

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 the Report

The report analyzes the Information Technology Service Management (ITSM) market, presented in terms of market value (USD). The analysis covers the key segments and geographic regions outlined below:

• 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.

Key Insights:

• Market Growth: Understand the significant growth trajectory of the Cloud Deployment segment, which is expected to reach US$16.1 Billion by 2030 with a CAGR of a 13.6%. The On-Premise Deployment segment is also set to grow at 18.1% CAGR over the analysis period.
• Regional Analysis: Gain insights into the U.S. market, valued at $2.9 Billion in 2024, and China, forecasted to grow at an impressive 19.7% CAGR to reach $5.3 Billion by 2030. Discover growth trends in other key regions, including Japan, Canada, Germany, and the Asia-Pacific.

Why You Should Buy This Report:

• Detailed Market Analysis: Access a thorough analysis of the Global Information Technology Service Management (ITSM) Market, covering all major geographic regions and market segments.
• Competitive Insights: Get an overview of the competitive landscape, including the market presence of major players across different geographies.
• Future Trends and Drivers: Understand the key trends and drivers shaping the future of the Global Information Technology Service Management (ITSM) Market.
• Actionable Insights: Benefit from actionable insights that can help you identify new revenue opportunities and make strategic business decisions.

Key Questions Answered:

• How is the Global Information Technology Service Management (ITSM) Market expected to evolve by 2030?
• What are the main drivers and restraints affecting the market?
• Which market segments will grow the most over the forecast period?
• How will market shares for different regions and segments change by 2030?
• Who are the leading players in the market, and what are their prospects?

Report Features:

• Comprehensive Market Data: Independent analysis of annual sales and market forecasts in US$ Million from 2024 to 2030.
• In-Depth Regional Analysis: Detailed insights into key markets, including the U.S., China, Japan, Canada, Europe, Asia-Pacific, Latin America, Middle East, and Africa.
• Company Profiles: Coverage of players such as Atlassian Corporation Plc, BMC Software, Inc., Broadcom Inc., Cherwell Software, Datadog, Inc. and more.
• Complimentary Updates: Receive free report updates for one year to keep you informed of the latest market developments.

Some of the 39 companies featured in this Information Technology Service Management (ITSM) market report include:

• 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

This edition integrates the latest global trade and economic shifts into comprehensive market analysis. Key updates include:

• Tariff and Trade Impact: Insights into global tariff negotiations across 180+ countries, with analysis of supply chain turbulence, sourcing disruptions, and geographic realignment. Special focus on 2025 as a pivotal year for trade tensions, including updated perspectives on the Trump-era tariffs.
• Adjusted Forecasts and Analytics: Revised global and regional market forecasts through 2030, incorporating tariff effects, economic uncertainty, and structural changes in globalization. Includes historical analysis from 2015 to 2023.
• Strategic Market Dynamics: Evaluation of revised market prospects, regional outlooks, and key economic indicators such as population and urbanization trends.
• Innovation & Technology Trends: Latest developments in product and process innovation, emerging technologies, and key industry drivers shaping the competitive landscape.
• Competitive Intelligence: Updated global market share estimates for 2025 (E), competitive positioning of major players (Strong/Active/Niche/Trivial), and refined focus on leading global brands and core players.
• Expert Insight & Commentary: Strategic analysis from economists, trade experts, and domain specialists to contextualize market shifts and identify emerging opportunities.