IT Industry Today

ITSM Market to Witness Remarkable Growth Set to Hits $28.7 Bn by 2032

The healthcare segment is expected to experience the fastest growth in the coming years, owing to the growing reliance on advanced technologies and data-driven solutions to enhance patient care and operational efficiency.
Published 12 June 2024

According to a new report published by Allied Market Research, titled, “ITSM Market, by Component, by Function, by Deployment Mode, by Enterprise Size, by End User : Global Opportunity Analysis and Industry Forecast, 2023-2032"

The itsm market was valued at $9.1 billion in 2022, and is estimated to reach $28.7 billion by 2032, growing at a CAGR of 12.4% from 2023 to 2032.

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Information technology service management (ITSM) is a complete approach to designing, delivering, managing, and improving IT services within an organization. It encompasses a set of best practices, processes, and frameworks that aim to ensure that IT services effectively support and align with the organization's business goals. ITSM involves the entire service lifecycle, from planning and design to deployment, operation, and continual improvement. The ITIL (Information Technology Infrastructure Library) framework is a widely adopted set of practices within ITSM. ITIL outlines a structured and flexible approach to IT service management, covering areas such as service strategy, service design, service transition, service operation, and continual service improvement. These components help organizations establish efficient processes for managing incidents, problems, changes, and service requests. ITSM emphasizes a customer-centric approach, focusing on delivering value to both internal and external stakeholders. It promotes the use of technology as a strategic enabler and aims to optimize IT services to meet the evolving needs of the organization. Key principles of ITSM include service-oriented thinking, process integration, and a commitment to continual improvement. By implementing ITSM practices, organizations achieve various benefits, including increased operational efficiency, better risk management, enhanced user satisfaction, and improved alignment between IT and business objectives. 

Additionally, the information technology service management market is expected to witness notable growth owing to rising adoption of its infrastructure across the end user industries, surge in digital business transformation, and increasing demand for a unified platform. Moreover, the need for improved it service delivery is expected to provide a lucrative opportunity for the growth of the market during the forecast period. On the contrary, implementation and lack of quality standards in service-level limits the growth of the information technology service management market.

On the basis of function, network management dominated the ITSM market size in 2022, owing to the increased adoption of software-defined networking (SDN) and network virtualization. These technologies provide greater flexibility, scalability, and agility in managing network resources, aligning with the dynamic needs of organizations. However, the database management system is expected to witness the fastest growth, owing to the emphasis on hybrid and multi-cloud database management, recognizing the diverse IT environments that modern organizations operate in. This trend ensures seamless data integration and accessibility across different platforms.

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Region-wise North America dominated the ITSM market share in 2022, owing to the surge in the integration of artificial intelligence (AI) and machine learning (ML) within ITSM frameworks, aimed at automating routine tasks, improving predictive analytics, and enhancing overall service delivery. However, Asia-Pacific is expected to witness the fastest growth in the upcoming year, owing to the organizations leveraging ITSM to navigate through digital transformation by adopting machine learning algorithms and integration of artificial intelligence within digital technologies. Cloud computing is a prevailing trend, offering scalability and flexibility for IT service delivery.

The COVID-19 pandemic has significantly impacted IT Service Management (ITSM) by reshaping the way organizations approach and implement IT services. One of the most notable changes has been the acceleration of digital transformation initiatives. The sudden shift to remote work necessitated the rapid adoption of cloud-based ITSM tools to ensure seamless service delivery and support for remote teams. This shift not only emphasized the importance of scalable and flexible ITSM solutions but also highlighted the need for agility and adaptability in the face of unforeseen disruptions. Incident management faced unprecedented challenges as the number of remote users surged, requiring IT teams to navigate complex issues related to connectivity, security, and user support. The demand for quick and effective problem resolution underscored the importance of robust ITSM frameworks that could handle the increased strain on IT resources.

Moreover, the pandemic highlighted the crucial role of user-centric ITSM practices. With employees dispersed across various locations, the emphasis on self-service options, clear communication, and proactive support became paramount. ITSM strategies needed to prioritize the well-being and productivity of end-users, recognizing that a positive user experience is integral to overall business continuity. Business continuity and disaster recovery planning within ITSM gained renewed importance as organizations sought to ensure the resilience of their IT infrastructure in the face of unforeseen disruptions. The pandemic served as a wake-up call, prompting organizations to reevaluate and enhance their ITSM strategies to better prepare for future challenges.

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Key Findings of the Study

  • By component, the solution segment led the ITSM market in terms of revenue in 2022.
  • By function, the network management leds the ITSM market in terms of revenue in 2022.
  • By deployment mode, the cloud segment is anticipated to have fastest growth rate for ITSM market.
  • By enterprise size, the large enterprise segment led the ITSM market in terms of revenue in 2022.
  • By end user, the healthcare segment is anticipated to have fastest growth rate for ITSM market forecast.
  • By region, North America generated the highest revenue for ITSM market analysis in 2022 .

The key players profiled in the ITSM industy analysis are Atlassian, BMC Software, Inc., Broadcom, Cloud Software Group, Inc., Freshworks Inc., Hewlett Packard Enterprise Development LP, IBM Corporation, Ivanti, Inc., Open Text Corporation, and ServiceNow, Inc. These players have adopted various strategies to increase their market penetration and strengthen their position in the ITSM industy.

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Allied Market Research (AMR) is a full-service market research and business-consulting wing of Allied Analytics LLP based in Portland, Oregon. Allied Market Research provides global enterprises as well as medium and small businesses with unmatched quality of "Market Research Reports Insights" and "Business Intelligence Solutions." AMR has a targeted view to provide business insights and consulting to assist its clients to make strategic business decisions and achieve sustainable growth in their respective market domain.

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