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IT Service Management Market Research Report– by Type (Configuration Management, IT Asset Management, DBMS Management), Deployment (Cloud, On-Premise), End User (IT & Telecommunication, Healthcare, Media & Entertainment, Retail, BFSI) – Global Forecast till 2032

ID: MRFR/ICT/0427-HCR | 100 Pages | Author: Aarti Dhapte| May 2024

IT Service Management Market Overview

IT service management is a practice that is process-based. This service has been designed to deliver IT-related services to businesses as well as cater to the need of the consumers. The IT service management market is all set to experience a major boost in widening its operation owing to the increased number of employees making use of the IT devices and services at their workplace. 

The global IT Service Management Market is expected to grow USD 34.2 billion at a CAGR of approximately 21.30% during the forecast period 2023-2032. This expectation is for the forecasted period of 2024-2030. The major factors for the same are considered to be the rise in the growth are the opportunities in the way for cloud solutions as well as digitization. 

Figure 1: IT Service Management Market Size, 2023-2032 (USD Billion)

IT Service Management Market Overview1

Source: Secondary Research, Primary Research, MRFR Database and Analyst Review

Covid 19 Analysis 

The coronavirus global pandemic of 2020 was unexpected and many businesses around the globe had to shift to remote workspaces instead of the traditional ones. However, many businesses, as well as IT organizations, were seen as largely driven along with sustaining. 

Owing to the pandemic, many questions related to the budget, salaries, and efforts. The government is gearing up for providing opportunities, investments, and support of a similar kind to the companies providing IT services and management. 

IT Service Management Forecast Market Dynamics


  • Increased flocking o technologies that are cloud-based

There has been an increased rate of adoption of cloud-based technologies. Hence, most organizations are looking for IT services at a rate that well aligns with the use of these services. This is a much feasible option in comparison to the built and maintenance of these services in the working premises of any company. 


  • Concerns related to safety and privacy

Security and privacy are important when it comes to the life of any business. The world today needs services that protect the data prone to misuse and leaking. Businesses are prone to sensitivity while conversing about the communication channels as it can have a direct impact on the privacy of the company’s data. This is substantial as many businesses are dependent on the customers’ data. 


  • Lack of integration concerns 

Connecting a minimum of 2 or more IT systems is done through the process of integration. But, this is one major challenge that is being faced by organizations these days. There is a lack of standard procedures and processes for integration in their various IT systems as well as protocols for communication. Shifting to the cloud and other IT-related services are turning into challenges for many companies merging. 

Technology Analysis 

With the frequent changes and owing to the dynamicity in the field of technology, businesses and enterprises out there are looking for cloud-based solutions. These help in the reduction of the CAPEX as well as POEX of the enterprises and hence, there is an emerging demand for these amongst many startups as well as small and medium-sized enterprises. The IT services market management trends are all set to offer assistance in the IT infrastructure, business applications, and components along with their associated processes, helping them grow in the forecasted period. 

Segment Overview of the Global IT Service Management Market Trends 

Owing to the different sizes of the firms like small, medium, and large enterprises, the IT service management market has been segmented. The end-users, deployment, and type are the factors through which the segmentation for the IT service market is done. 

  • On the basis of type: 

The IT service management market size is diverse and wide. Owing to the same, there are bifurcations in the market for businesses and enterprises. It has been segmented into IT asset management, network management, configuration management, application performance management, as well as, DBMS management. 

  • On the basis of deployment: 

The IT service management market segmentation on the basis of deployment is into the on-premises as well as the cloud-based ones. With the changing times, enterprises have to opt for cloud-based solutions for integration, development, and processing.  

  • On the basis of the end-user: 

The IT service management market extends its services to users belonging to different fields of operations. Hence, the market is segmented on the basis of the ned user who is being benefitted by the services. There are different end-users like manufacturing, BFSI, telecommunication, media, healthcare, entertainment, retail services, and much more. 

Regional Analysis

Asia Pacific expected highest CAGR in the forecasted period 

The global IT service management market forecast for the year 2023 is studied for many countries like the Asia Pacific, North American regions, Europe, and other countries of the world. North America having the USA and Canada holds the largest market share. The enterprises that are functioning in that region are known to offer ITSM solutions that are very pocket-friendly. Also, they are known for offering platforms for software applications thus enabling the developers to get at hand at developing and building customized IT solutions on the requirement. 

With the correct implementation of advanced IT services and technology, the Asia Pacific region is expected to have rapid growth in the forecasted period. There are going to be great opportunities for the services providers by the end of the forecasted period 2017-2023. 

Competitive Landscape 

The key market players dominating the IT service management market are as follows: 

  • Microsoft (US) 

  • ITSM (Australia)

  • IBM (US)

  • HPE (US)

  • ServiceNow (US)

  • BMC Software (US) 

  • Hornbill (UK)

  • Broadcom (US)

  • LeanIX (Germany)

  • InfraSight Labs (Sweden) 

  • Electric (US)

These enterprises have an improved functioning for a business that will help in reducing the operational expenses. These are going to act as major driving forces and help in reaching a high CAGR of 12% by the end of the forecasted period of 2017-2023. 

IBM Corporation is an emerging clear player and is expected to expand its customer base. Also, it is aiming to establish a wider geographical footprint with the help of its distribution channels helping in increasing the quantum of revenues. 

Recent Developments in the IT Service Management market size

  • Many enterprises belonging to the North American continent are taking up opportunities for expanding their data center capacity in other countries. This is going to fetch them expansion chances in the global market by the end of the forecasted period well. 

  • The IT service management market forecast is aiming to develop data center facilities for expansion and increasing the scalability for the provision of IT and cloud-based services. 

  • The ITSM services are being identified and evaluated as the main delivery options while initiating the process of IT investments and initiatives, strategies, as well as, projects. ITSM is considered an ideal application for chat boxing technology. 

  • Many banks and other service providers are turning to BMC solutions concerning portfolios as well as service management for excellence in the integrated and groups of financial services. 

  • There have been discoveries of automated assets, discovery solutions, self-service, and digital workplace apps, and much more. The adoption of more user-friendly industries is going to induce positive market growth. 

Report Overview of the IT service management market trends 

The IT service management market report talks cover the following dimensions:

  • Market Overview 

  • COVID 19 Analysis 

  • Market Dynamics 

  • Technology Analysis

  • Market segmentation overview 

  • Regional Analysis 

  • Competitive Landscape 

  • Recent developments in the IT market trends 

This report covers the IT service management market, the services provided by them, and how various businesses and enterprises are turning to have the ITSM solutions on board. The COVID 19 pandemic has changed the way of working and providing IT solutions. The way companies are finding their way back with the boost is discussed as well. 

Report Attribute/MetricDetails
  Market Size   USD 34.2 billion
  CAGR   21.30%
  Base Year   2021
  Forecast Period   2023-2032
  Historical Data   2020
  Forecast Units   Value (USD Million)
  Report Coverage   Revenue Forecast, Competitive Landscape, Growth Factors, and Trends
  Segments Covered   By Type, end Users
  Geographies Covered   North America, Europe, Asia-Pacific
  Key Vendors   Microsoft (US) IBM (US) HPE (US) ServiceNow (US) ITSM (Australia) BMC Software (US) Hornbill (UK) Broadcom (US) LeanIX (Germany) InfraSight Labs (Sweden) Electric (US)
  Key Market Opportunities   
  Key Market Drivers   Increased flocking o technologies that are cloud-based

Frequently Asked Questions (FAQ) :

The technology investors, IT service providers, research and consultancy firms, government bodies, as well as, technology solution providers are termed as the intended audience.

The IT service management market for 2024 was valued at USD 13.2 Billion. However, for the forecast period, the revenue collection is expected to reach approximately USD 34.2 billion by 2032.

The Asia Pacific regions like China and Japan, India as well as South Korea, North American regions like the USA and Canada, Europe are the major contenders. North America has the largest share in the IT service management market sector. All these countries are undergoing a rise in investments and interests in their IT services.

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