The ITSM Market Size Report by fortune business insights delivers a detailed market assessment, covering size projections from 2025 to 2032. This report explores crucial market trends, major drivers and market segmentation by [key segment categories].
How Big Is the ITSM Market Size Expected to Be by 2032?
Global ITSM Market size was valued at USD 11.91 billion in 2024 and is poised to grow from USD 13.58 billion in 2025 to USD 36.78 billion by 2032, growing at a CAGR of 15.3% during the forecast period(2025-2032)., The market has witnessed steady growth over recent years, driven by evolving consumer demands, technological advancements, and increasing investments across the sector. Rising awareness, improved accessibility, and expanding global reach have further fueled market expansion. As trends continue to shift and innovation accelerates, the market is expected to maintain a positive growth trajectory, presenting new opportunities for both established players and emerging businesses
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Overview of the impact of COVID-19 on this market:
The advent of COVID-19 has brought the world to a standstill. We know that this health crisis has had an unprecedented impact on businesses across industries. However, this too shall pass. Increased support from governments and various companies can help in the fight against this highly contagious disease. Some industries are struggling, while others are thriving. Overall, almost every sector is expected to be affected by the pandemic.
We are working tirelessly to ensure your business continues to thrive and grow during the COVID-19 pandemic. Drawing on our experience and expertise, we will provide industry-wide analysis of the impact of the coronavirus outbreak to help you prepare for the future.
What Are the Primary Drivers Shaping the ITSM Market?
The demand for ITSM solutions is driven by several factors, including the increasing complexity of IT infrastructures, regulatory compliance requirements, and the growing importance of service quality and operational resilience. As organizations expand their digital footprint and adopt hybrid IT environments encompassing cloud, on-premises, and edge computing resources, the need for centralized ITSM platforms that provide visibility, control, and automation across diverse IT assets and services becomes critical. ITSM solutions facilitate proactive monitoring, incident response, and service-level management to ensure optimal IT performance and alignment with business objectives.
Furthermore, regulatory compliance mandates such as GDPR, HIPAA, and PCI-DSS require organizations to implement robust ITSM frameworks and processes to safeguard sensitive data, ensure data privacy, and mitigate cybersecurity risks. ITSM solutions support compliance efforts by enforcing IT policies, documenting IT processes, and facilitating audit readiness through comprehensive reporting and governance capabilities. This regulatory-driven demand is particularly pronounced in industries such as healthcare, finance, and government where data security and regulatory adherence are paramount concerns.
Moreover, the COVID-19 pandemic has underscored the importance of resilient ITSM capabilities in maintaining business continuity and supporting remote work operations. Organizations have accelerated their digital transformation initiatives and invested in ITSM solutions that enable remote IT service delivery, collaboration tools integration, and user support across geographically dispersed teams. Cloud-based ITSM platforms have played a crucial role in enabling agile responses to changing business conditions, ensuring service continuity, and optimizing IT resources in a dynamic and uncertain business environment.
Who Are the Top Competitors in Key ITSM Market Segments?
ServiceNow (U.S.)
Salesforce, Inc. (U.S.)
Freshworks Inc. (U.S.)
Flexera Software, Inc. (U.S.)
BMC Software, Inc. (U.S.)
Open Text Corporation (Canada)
IBM Corporation (U.S.)
Ivanti (U.S.)
Broadcom, Inc. (U.S.)
Atlassian Pty Ltd. (Australia)
What Are the Major Trends Shaping the ITSM Market?
The ITSM market is experiencing significant evolution driven by digital transformation initiatives, cloud adoption, and the shift towards remote work environments. One of the prominent trends is the integration of AI and machine learning (ML) capabilities within ITSM platforms. AI-powered ITSM solutions automate routine tasks such as incident management, service request fulfillment, and problem resolution, improving operational efficiency and reducing response times. ML algorithms analyze historical data to identify patterns, predict IT issues, and recommend proactive measures to prevent service disruptions, thereby enhancing service delivery and user satisfaction.
Another key trend in the ITSM market is the adoption of cloud-based ITSM solutions. Organizations are migrating from on-premises ITSM software to cloud-based platforms to leverage scalability, flexibility, and cost-efficiency benefits. Cloud-based ITSM solutions enable rapid deployment, seamless updates, and anytime, anywhere access to IT services and support. This trend is accelerated by the rise of remote workforces and the need for IT departments to support distributed teams with robust service management capabilities, including asset management, change management, and ITIL (Information Technology Infrastructure Library) best practices implementation.
Market Segments
Market segmentation involves dividing a broad consumer or business market into sub-groups of consumers based on shared characteristics. These segments can be defined by demographic, geographic, psychographic, and behavioral factors. Understanding these segments allows businesses to tailor their products, services, and marketing strategies to better meet the specific needs of each group. By focusing on distinct market segments, companies can enhance customer satisfaction, improve targeting efficiency, and increase overall competitiveness in the marketplace.
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Key findings of the report:
Comprehensive overview of the ITSM Market
Important factors that enable, restrict, challenge and provide opportunities for the market
Key Insights and Key Industry Developments
Key players operating in the ITSM Market
Key strategies adopted by players include new product launches and company collaborations to generate better profits.
Other Market Trends
Frequently Asked Questions:
1. What Is the Market Size and Growth Rate of the ITSM Market?
2. What is the CAGR expected in the ITSM Market?
3. What Are the Key Innovations Transforming the ITSM Market?
4. Which Region Is Leading the ITSM Market?
Which Regions Are Becoming Hubs for ITSM Market Innovation?
North America (United States and Canada)
Europe (UK, Germany, France, Italy, Spain, Scandinavia and other European countries)
Asia Pacific (Japan, China, India, Australia, Southeast Asia and Rest of Asia Pacific)
Latin America (Brazil, Mexico and other Latin American countries)
The ITSM Market research report provides a complete assessment of the industry. The forecasts included in the report have been determined using proven research philosophy and assumptions.
Research Methodology:
We follow a robust research methodology that includes data triangulation based on bottom-up and top-down approaches and validation of estimated market figures through primary research. The information used to estimate the market size and forecast for various segments at global, regional and country levels is derived from the most reliable published sources and interviews with relevant stakeholders.
The growth rate or CAGR shown in the market during a specific forecast period is calculated based on various factors and their level of impact on the market. These factors include market drivers, restraints, industry challenges, market and technology developments, and market trends.
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Key Table of Contents of ITSM Market Research Report:
introduction
summation
Market Trends
Key ITSM Market Insights
Global Market Analysis, Insights and Forecasts
North America Market Analysis, Insights and Forecasts
European Market Analysis, Insights and Forecasts
Asia Pacific Market Analysis, Insights and Forecasts
Middle East and Africa Market Analysis, Insights and Forecasts
Latin America Market Analysis, Insights and Forecasts
Competitive environment
Global ITSM Market Revenue Share Analysis, By Key Players, 2025
Company Profile
conclusion
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