IT Service Management (ITSM) Market by Offering (Solutions (Change & Configuration Management, Operations & Performance Management) and Services), Deployment Model, Organization Size, Vertical and Region - Global Forecast to 2028
The ITSM market size is expected to grow from USD 10.5 billion in 2023 to USD 22.1 billion by 2028 at a Compound Annual Growth Rate (CAGR) of 15.9% during the forecast period. The market has excellent growth opportunities, such as increasing government initiatives for digital transformation and the emergence of AI to automate processes. Service management solutions with AI capabilities can automate the tagging of digital assets, such as images, text, and videos, by assigning relevant keywords or metadata based on their content. This automation allows for quick digital asset identification, classification, and retrieval. AI also helps extract metadata from digital assets, perform forensic analysis, and ensure compliance with copyright laws.
“By organization size, the SMEs segment to grow at the highest CAGR during the forecast period.“
An organization having less than 1,000 employees can be termed an SME. Since ITSM offers SMEs cost savings, scalability, and flexibility, the market for SMEs is anticipated to grow. For SMEs, cloud-based technology will improve business efficiency, targeted results, and more revenues. SMEs, however, confront three significant obstacles: scalability, skills, and funding. Pay-as-you-go models, which provide flexibility in managing their IT infrastructure per their needs, are used by SMEs as a solution to these problems. SMEs are up against fierce competition from larger businesses; therefore, to obtain a competitive advantage, SMEs are using ITSM solutions. These solutions allow for prompt replies, well-timed decisions, and increased productivity. It is anticipated that the use of ITSM will grow in the future as more businesses move their workloads to cloud-based environments.
“By deployment model, the Cloud segment to have a higher market share during the forecast period. “
Cloud-based ITSM solutions involve deploying ITSM software on remote servers maintained by a third-party provider. This model offers unparalleled scalability, accessibility, and flexibility, allowing organizations to access ITSM tools and resources from anywhere with an internet connection. Cloud solutions eliminate the need for extensive on-site infrastructure, reducing capital expenditures and providing a pay-as-you-go subscription model. The cloud enables rapid deployment, quick scalability to accommodate changing workloads, and seamless updates managed by the service provider.
“By vertical, the IT & ITeS segment is projected to record the highest market share during the forecast period.”
The IT and ITeS verticals have grown significantly in the last few years. ITeS firms have implemented several strategies to stabilize their declining profit margins, including infrastructure sharing, revenue assurance, business processes, IT outsourcing, and infrastructure reduction. To ensure these actions are practical, it is crucial to guarantee the efficacy of the IT services that support them. In the ITeS industry, cloud management is done in a complex manner where the prime focus is on the customer’s needs rather than the business. ITSM solutions are helping organizations’ IT to mature to the level of IT governance aligned with the overall corporate strategy, which would further drive business performance.
The breakup of the profiles of the primary participants is below:
**RoW include Middle East & Africa and Latin America
Note: Tier 1 companies have revenues of more than USD 100 million; tier 2 companies’ revenue ranges from USD 10 million to USD 100 million; and tier 3 companies’ revenue is less than 10 million
Source: Secondary Literature, Expert Interviews, and MarketsandMarkets Analysis
Some of the key players operating in the ITSM market are – Dell Technologies (US), Vertiv (US), Schneider Electric (France), IBM (US), Huawei (China), Eaton (Ireland), Rittal (Germany), HPE (US), Silent-Aire (Canada), and Eltek (Norway).
Research coverage:
The market study covers the ITSM market across segments. It aims to estimate the market size and the growth potential across different segments such as offering, deployment model, organization size, vertical, and region. It includes an in-depth competitive analysis of the key players in the market, their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Reasons to buy this report:
The report will help the market leaders/new entrants with information on the closest approximations of the revenue numbers for the overall ITSM market and the subsegments. This report will help stakeholders understand the competitive landscape and gain more insights to position their businesses better and plan suitable go-to-market strategies. The report also helps stakeholders understand the market pulse and provides information on key market drivers, restraints, challenges, and opportunities.
The report provides insights on the following pointers:
“By organization size, the SMEs segment to grow at the highest CAGR during the forecast period.“
An organization having less than 1,000 employees can be termed an SME. Since ITSM offers SMEs cost savings, scalability, and flexibility, the market for SMEs is anticipated to grow. For SMEs, cloud-based technology will improve business efficiency, targeted results, and more revenues. SMEs, however, confront three significant obstacles: scalability, skills, and funding. Pay-as-you-go models, which provide flexibility in managing their IT infrastructure per their needs, are used by SMEs as a solution to these problems. SMEs are up against fierce competition from larger businesses; therefore, to obtain a competitive advantage, SMEs are using ITSM solutions. These solutions allow for prompt replies, well-timed decisions, and increased productivity. It is anticipated that the use of ITSM will grow in the future as more businesses move their workloads to cloud-based environments.
“By deployment model, the Cloud segment to have a higher market share during the forecast period. “
Cloud-based ITSM solutions involve deploying ITSM software on remote servers maintained by a third-party provider. This model offers unparalleled scalability, accessibility, and flexibility, allowing organizations to access ITSM tools and resources from anywhere with an internet connection. Cloud solutions eliminate the need for extensive on-site infrastructure, reducing capital expenditures and providing a pay-as-you-go subscription model. The cloud enables rapid deployment, quick scalability to accommodate changing workloads, and seamless updates managed by the service provider.
“By vertical, the IT & ITeS segment is projected to record the highest market share during the forecast period.”
The IT and ITeS verticals have grown significantly in the last few years. ITeS firms have implemented several strategies to stabilize their declining profit margins, including infrastructure sharing, revenue assurance, business processes, IT outsourcing, and infrastructure reduction. To ensure these actions are practical, it is crucial to guarantee the efficacy of the IT services that support them. In the ITeS industry, cloud management is done in a complex manner where the prime focus is on the customer’s needs rather than the business. ITSM solutions are helping organizations’ IT to mature to the level of IT governance aligned with the overall corporate strategy, which would further drive business performance.
The breakup of the profiles of the primary participants is below:
- By Company Type: Tier I: 29%, Tier II: 45%, and Tier III: 26%
- By Designation: C-Level Executives: 30%, Director Level: 25%, and *Others: 45%
- By Region: North America: 40%, Europe: 30%, Asia Pacific: 25%, **RoW: 5%
**RoW include Middle East & Africa and Latin America
Note: Tier 1 companies have revenues of more than USD 100 million; tier 2 companies’ revenue ranges from USD 10 million to USD 100 million; and tier 3 companies’ revenue is less than 10 million
Source: Secondary Literature, Expert Interviews, and MarketsandMarkets Analysis
Some of the key players operating in the ITSM market are – Dell Technologies (US), Vertiv (US), Schneider Electric (France), IBM (US), Huawei (China), Eaton (Ireland), Rittal (Germany), HPE (US), Silent-Aire (Canada), and Eltek (Norway).
Research coverage:
The market study covers the ITSM market across segments. It aims to estimate the market size and the growth potential across different segments such as offering, deployment model, organization size, vertical, and region. It includes an in-depth competitive analysis of the key players in the market, their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Reasons to buy this report:
The report will help the market leaders/new entrants with information on the closest approximations of the revenue numbers for the overall ITSM market and the subsegments. This report will help stakeholders understand the competitive landscape and gain more insights to position their businesses better and plan suitable go-to-market strategies. The report also helps stakeholders understand the market pulse and provides information on key market drivers, restraints, challenges, and opportunities.
The report provides insights on the following pointers:
- Analysis of key drivers, restraints, opportunities, and challenges influencing the growth of the ITSM market.
- Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the ITSM market.
- Market Development: Comprehensive information about lucrative markets – the report analyses the ITSM market across varied regions.
- Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in the ITSM market.
- Competitive Assessment: In-depth assessment of market shares, growth strategies, and service offerings of leading players like ServiceNow, BMC Software, Broadcom, Ivanti, and ManageEngine in the ITSM market.
1 INTRODUCTION
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.3 STUDY SCOPE
1.3.1 MARKET SEGMENTATION
1.3.2 INCLUSIONS & EXCLUSIONS
1.3.3 REGIONS COVERED
1.4 YEARS CONSIDERED
1.5 CURRENCY CONSIDERED
TABLE 1 USD EXCHANGE RATES, 2018–2022
1.6 STAKEHOLDERS
1.7 RECESSION IMPACT
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 1 ITSM MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
2.1.2.1 Breakup of primary profiles
FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
2.1.2.2 Key industry insights
2.2 MARKET BREAKUP AND DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 3 ITSM MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY – BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF ITSM VENDORS
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY – (SUPPLY SIDE): ILLUSTRATION OF VENDOR REVENUE ESTIMATION
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (DEMAND SIDE): REVENUE GENERATED FROM VERTICALS
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 2 (DEMAND SIDE)
2.4 MARKET FORECAST
TABLE 2 FACTOR ANALYSIS
2.5 RESEARCH ASSUMPTIONS
2.6 LIMITATIONS AND RISK ASSESSMENT
2.7 IMPACT OF RECESSION ON GLOBAL ITSM MARKET
TABLE 3 RECESSION IMPACT
3 EXECUTIVE SUMMARY
3.1 OVERVIEW OF RECESSION IMPACT
FIGURE 9 MAJOR SEGMENTS IN ITSM MARKET
FIGURE 10 ITSM MARKET: REGIONAL SNAPSHOT
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES FOR PLAYERS IN ITSM MARKET
FIGURE 11 FOCUS ON IMPROVING CUSTOMER EXPERIENCE AND SIMPLIFYING IT OPERATIONS WORKFLOW TO DRIVE MARKET
4.2 ITSM MARKET, BY OFFERING
FIGURE 12 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2028
4.3 ITSM MARKET, BY SOLUTION
FIGURE 13 OPERATIONS & PERFORMANCE MANAGEMENT SEGMENT TO LEAD MARKET DURING FORECAST PERIOD
4.4 ITSM MARKET, BY DEPLOYMENT MODEL
FIGURE 14 CLOUD SEGMENT TO LEAD MARKET DURING FORECAST PERIOD
4.5 ITSM MARKET, BY ORGANIZATION SIZE
FIGURE 15 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
4.6 ITSM MARKET, BY VERTICAL
FIGURE 16 BFSI SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE BY 2028
4.7 ITSM MARKET: REGIONAL SCENARIO
FIGURE 17 ASIA PACIFIC TO EMERGE AS LUCRATIVE MARKET FOR INVESTMENTS IN NEXT FIVE YEARS
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 18 ITSM MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
5.2.1 DRIVERS
5.2.1.1 Increasing shift to cloud-based technologies
5.2.1.2 Simplification and synchronization of IT resources
5.2.1.3 Automated management of IT processes and policies
5.2.1.4 Benefits of agile implementation, easy deployment, and OPEX model
5.2.2 RESTRAINTS
5.2.2.1 Lack of technical knowledge and expertise
5.2.2.2 Security and privacy concerns for confidential data and business processes
5.2.3 OPPORTUNITIES
5.2.3.1 Widespread adoption of BYOD trend and increasing mobile workforce
5.2.3.2 Increasing government initiatives for necessary technology usage
5.2.3.3 Continuous developments in 5G technology
5.2.3.4 Emergence of AI to automate processes
5.2.4 CHALLENGES
5.2.4.1 Effective workforce management
5.2.4.2 Cybersecurity concerns arising out of breaches
5.3 CASE STUDY ANALYSIS
5.3.1 CASE STUDY 1: TECNOLУGICO DE MONTERREY DEPLOYED ITSM SOLUTIONS TO REVOLUTIONIZE USER EXPERIENCE
5.3.2 CASE STUDY 2: NEXTIVA DEPLOYED ATLASSIAN’S JIRA SERVICE MANAGEMENT TO ACHIEVE EFFECTIVE SERVICE PROVISION
5.3.3 CASE STUDY 3: WILDBERRIES ADOPTED AXIOS ASSIST TO ENHANCE AND OPTIMIZE BUSINESS SUPPORT PROCESS(ES) TO INCREASE REVENUE
5.3.4 CASE STUDY 4: TELEFУNICA DEPLOYED BMC SOFTWARE’S SOLUTIONS TO ACHIEVE IMPROVED SOFTWARE ASSET MANAGEMENT
5.3.5 CASE STUDY 5: ALGAR TECH IMPLEMENTED BROADCOM’S SOLUTIONS TO LEVERAGE ITSM SERVICE PROVISION FOR OPTIMAL PRODUCTION AND BUSINESS GROWTH
5.4 ECOSYSTEM ANALYSIS
FIGURE 19 ECOSYSTEM MAP
5.5 VALUE CHAIN ANALYSIS
FIGURE 20 VALUE CHAIN ANALYSIS
5.6 TECHNOLOGY ANALYSIS
5.6.1 KEY TECHNOLOGIES
5.6.1.1 Chatops
5.6.1.2 Self-service portals
5.6.1.3 Artificial intelligence
5.6.1.4 Machine learning
5.6.2 COMPLEMENTARY TECHNOLOGIES
5.6.2.1 Microservices
5.6.2.2 API integrations
5.6.3 ADJACENT TECHNOLOGIES
5.6.3.1 Augmented reality (AR) & virtual reality (VR)
5.6.3.2 5G
5.7 PRICING ANALYSIS
5.7.1 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS
TABLE 4 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS OFFERED BY KEY PLAYERS
5.8 BUSINESS MODEL ANALYSIS
5.9 PATENT ANALYSIS
FIGURE 21 NUMBER OF PATENTS PUBLISHED, 2012–2023
FIGURE 22 TOP FIVE PATENT OWNERS (GLOBAL)
TABLE 5 TOP TEN PATENT OWNERS
TABLE 6 PATENTS GRANTED TO VENDORS IN ITSM MARKET
5.10 PORTER’S FIVE FORCES ANALYSIS
FIGURE 23 ITSM MARKET: PORTER’S FIVE FORCES ANALYSIS
TABLE 7 IMPACT OF PORTER’S FIVE FORCES ON ITSM MARKET
5.10.1 THREAT OF NEW ENTRANTS
5.10.2 THREAT OF SUBSTITUTES
5.10.3 BARGAINING POWER OF SUPPLIERS
5.10.4 BARGAINING POWER OF BUYERS
5.10.5 INTENSITY OF COMPETITION RIVALRY
5.11 REGULATORY LANDSCAPE
5.11.1 REGULATIONS, BY REGION
5.11.1.1 North America
TABLE 8 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.11.1.2 Europe
TABLE 9 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.11.1.3 Asia Pacific
TABLE 10 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.11.1.4 Rest of the World
TABLE 11 REST OF THE WORLD: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.12 KEY CONFERENCES & EVENTS
TABLE 12 ITSM MARKET: DETAILED LIST OF CONFERENCES & EVENTS, 2023–2024
5.13 EMERGING TRENDS IN ITSM MARKET
FIGURE 24 MAJOR YCC TRENDS TO DRIVE FUTURE REVENUE PROSPECTS IN ITSM MARKET
5.14 KEY STAKEHOLDERS AND BUYING CRITERIA
5.14.1 KEY STAKEHOLDERS IN BUYING PROCESS
FIGURE 25 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS
TABLE 13 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS
5.14.2 BUYING CRITERIA
FIGURE 26 KEY BUYING CRITERIA FOR TOP VERTICALS
TABLE 14 KEY BUYING CRITERIA FOR TOP VERTICALS
6 ITSM MARKET, BY OFFERING
6.1 INTRODUCTION
FIGURE 27 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023
6.1.1 OFFERINGS: ITSM MARKET DRIVERS
TABLE 15 ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 16 ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
6.2 SOLUTIONS
6.2.1 ITSM SOLUTIONS AID IN COST REDUCTION, TIME SAVING, AND PROCESS AGILITY
FIGURE 28 OPERATIONS & PERFORMANCE MANAGEMENT SEGMENT TO ACCOUNT FOR LARGEST MARKET IN 2023
TABLE 17 ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 18 ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 19 SOLUTIONS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 20 SOLUTIONS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.2 SERVICE PORTFOLIO MANAGEMENT
6.2.2.1 Service catalog management
6.2.2.2 Service pipeline management
6.2.2.3 Demand management
6.2.2.4 Others
TABLE 21 SERVICE PORTFOLIO MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 22 SERVICE PORTFOLIO MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.3 CONFIGURATION & CHANGE MANAGEMENT
6.2.3.1 Configuration management database
6.2.3.2 Change control
6.2.3.3 Version control
6.2.3.4 Others
TABLE 23 CONFIGURATION & CHANGE MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 24 CONFIGURATION & CHANGE MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.4 SERVICE DESK SOFTWARE
6.2.4.1 Incident management
6.2.4.2 Problem management
6.2.4.3 Service request management
6.2.4.4 Knowledge base
6.2.4.5 Others
TABLE 25 SERVICE DESK SOFTWARE: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 26 SERVICE DESK SOFTWARE: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.5 OPERATIONS & PERFORMANCE MANAGEMENT
6.2.5.1 Performance monitoring
6.2.5.2 Capacity management
6.2.5.3 Event management
6.2.5.4 Others
TABLE 27 OPERATIONS & PERFORMANCE MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 28 OPERATIONS & PERFORMANCE MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.6 DASHBOARD, REPORTING, AND ANALYTICS
TABLE 29 DASHBOARD, REPORTING, AND ANALYTICS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 30 DASHBOARD, REPORTING, AND ANALYTICS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.3 SERVICES
6.3.1 MANAGED AND PROFESSIONAL SERVICES HELP LEVERAGE ITSM ADOPTION AMONG ENTERPRISES
FIGURE 29 PROFESSIONAL SERVICES SEGMENT TO LEAD MARKET IN 2023
TABLE 31 ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 32 ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 33 SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 34 SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.3.2 MANAGED SERVICES
TABLE 35 MANAGED SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 36 MANAGED SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.3.3 PROFESSIONAL SERVICES
TABLE 37 PROFESSIONAL SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 38 PROFESSIONAL SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.3.3.1 Consulting
6.3.3.2 Integration & implementation
6.3.3.3 Training, support, and maintenance
7 ITSM MARKET, BY ORGANIZATION SIZE
7.1 INTRODUCTION
FIGURE 30 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023
7.1.1 ORGANIZATION SIZE: ITSM MARKET DRIVERS
TABLE 39 ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 40 ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
7.2 LARGE ENTERPRISES
7.2.1 NEED FOR MANAGEMENT AND OPERATIONAL IMPROVEMENT TO LEAD TO LARGE-SCALE ADOPTION OF ITSM SERVICES
TABLE 41 LARGE ENTERPRISES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 42 LARGE ENTERPRISES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
7.3 SMES
7.3.1 SMES GAIN COMPETITIVE ADVANTAGE WITH ITSM ADOPTION, PRACTICE, AND IMPLEMENTATION
TABLE 43 SMES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 44 SMES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
8 ITSM MARKET, BY DEPLOYMENT MODEL
8.1 INTRODUCTION
FIGURE 31 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023
8.1.1 DEPLOYMENT MODELS: ITSM MARKET DRIVERS
TABLE 45 ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 46 ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
8.2 ON-PREMISES
8.2.1 ON-PREMISES CUSTOMIZATION OF ITSM SOLUTIONS TO ACHIEVE PRODUCTION EXCELLENCY AND ENSURE DATA SOVEREIGNTY
TABLE 47 ON-PREMISES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 48 ON-PREMISES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
8.3 CLOUD
8.3.1 GROWING NEED FOR CLOUD DEPLOYMENT OF ITSM SOLUTIONS FOR RAPID DEVELOPMENT AND SEAMLESS SERVICE PROVISION TO BOOST MARKET
TABLE 49 CLOUD: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 50 CLOUD: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9 ITSM MARKET, BY VERTICAL
9.1 INTRODUCTION
FIGURE 32 IT & ITES VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
9.1.1 VERTICALS: ITSM MARKET DRIVERS
TABLE 51 ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 52 ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI)
TABLE 53 BFSI: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 54 BFSI: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.2.1 BFSI: APPLICATION AREAS
9.2.1.1 Transaction processing
9.2.1.2 Security management
9.2.1.3 Compliance management
9.2.1.4 Other BFSI applications
9.3 TELECOMMUNICATIONS
TABLE 55 TELECOMMUNICATIONS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 56 TELECOMMUNICATIONS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.3.1 TELECOMMUNICATIONS: APPLICATION AREAS
9.3.1.1 Network management
9.3.1.2 Service provisioning
9.3.1.3 Incident management
9.3.1.4 Other telecommunication applications
9.4 IT & ITES
TABLE 57 IT & ITES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 58 IT & ITES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.4.1 IT & ITES: APPLICATION AREAS
9.4.1.1 Service desk support
9.4.1.2 Change management
9.4.1.3 Application development & maintenance
9.4.1.4 Other IT & ITeS applications
9.5 GOVERNMENT & PUBLIC SECTOR
TABLE 59 GOVERNMENT & PUBLIC SECTOR: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 60 GOVERNMENT & PUBLIC SECTOR: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.5.1 GOVERNMENT & PUBLIC SECTOR: APPLICATION AREAS
9.5.1.1 eGovernment services
9.5.1.2 IT infrastructure management
9.5.1.3 Security & compliance
9.5.1.4 Other government & public sector applications
9.6 RETAIL & CONSUMER GOODS
TABLE 61 RETAIL & CONSUMER GOODS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 62 RETAIL & CONSUMER GOODS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.6.1 RETAIL & CONSUMER GOODS: APPLICATION AREAS
9.6.1.1 eCommerce platform management
9.6.1.2 Inventory management systems
9.6.1.3 Customer support
9.6.1.4 Other retail & consumer goods applications
9.7 MANUFACTURING
TABLE 63 MANUFACTURING: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 64 MANUFACTURING: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.7.1 MANUFACTURING: APPLICATION AREAS
9.7.1.1 Manufacturing Execution Systems (MESs)
9.7.1.2 Supply chain management
9.7.1.3 Quality control systems
9.7.1.4 Other manufacturing applications
9.8 ENERGY & UTILITIES
TABLE 65 ENERGY & UTILITIES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 66 ENERGY & UTILITIES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.8.1 ENERGY & UTILITIES: APPLICATION AREAS
9.8.1.1 Smart grid management
9.8.1.2 SCADA systems
9.8.1.3 Asset management
9.8.1.4 Other energy & utility applications
9.9 MEDIA & ENTERTAINMENT
TABLE 67 MEDIA & ENTERTAINMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 68 MEDIA & ENTERTAINMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.9.1 MEDIA & ENTERTAINMENT: APPLICATION AREAS
9.9.1.1 Content Management Systems (CMSs)
9.9.1.2 Digital Rights Management (DRM)
9.9.1.3 Broadcasting systems
9.9.1.4 Other BFSI applications
9.10 HEALTHCARE
TABLE 69 HEALTHCARE: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 70 HEALTHCARE: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.10.1 HEALTHCARE: APPLICATION AREAS
9.10.1.1 Electronic Health Records (EHRs)
9.10.1.2 Healthcare IT systems management
9.10.1.3 Patient care applications
9.10.1.4 Other healthcare applications
9.11 EDUCATION
TABLE 71 EDUCATION: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 72 EDUCATION: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.11.1 EDUCATION: APPLICATION AREAS
9.11.1.1 Learning Management Systems (LMSs)
9.11.1.2 Student Information Systems (SISs)
9.11.1.3 Campus IT infrastructure
9.11.1.4 Other education applications
9.12 OTHER VERTICALS
TABLE 73 OTHER VERTICALS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 74 OTHER VERTICALS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
10 ITSM MARKET, BY REGION
10.1 INTRODUCTION
FIGURE 33 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 75 ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 76 ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
10.2 NORTH AMERICA
10.2.1 NORTH AMERICA: ITSM MARKET DRIVERS
10.2.2 NORTH AMERICA: RECESSION IMPACT
FIGURE 34 NORTH AMERICA: MARKET SNAPSHOT
TABLE 77 NORTH AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 78 NORTH AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 79 NORTH AMERICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 80 NORTH AMERICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 81 NORTH AMERICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 82 NORTH AMERICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 83 NORTH AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 84 NORTH AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 85 NORTH AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 86 NORTH AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 87 NORTH AMERICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 88 NORTH AMERICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 89 NORTH AMERICA: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION)
TABLE 90 NORTH AMERICA: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION)
10.2.3 US
10.2.3.1 US government initiatives toward regulating cloud services such as FedRAMP
TABLE 91 US: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 92 US: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 93 US: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 94 US: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.2.4 CANADA
10.2.4.1 High adoption of big data and government digital services offered in Canada
TABLE 95 CANADA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 96 CANADA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 97 CANADA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 98 CANADA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3 EUROPE
10.3.1 EUROPE: ITSM MARKET DRIVERS
10.3.2 EUROPE: RECESSION IMPACT
TABLE 99 EUROPE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 100 EUROPE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 101 EUROPE: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 102 EUROPE: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 103 EUROPE: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 104 EUROPE: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 105 EUROPE: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 106 EUROPE: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 107 EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 108 EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 109 EUROPE: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 110 EUROPE: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 111 EUROPE: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION)
TABLE 112 EUROPE: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION)
10.3.3 UK
10.3.3.1 Extensive initiatives by UK government and European Parliament for servers and data storage products
TABLE 113 UK: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 114 UK: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 115 UK: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 116 UK: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.4 GERMANY
10.3.4.1 Industry 4.0, increased digital economy initiatives, high industrial tech spending, and growth in smart cities in Germany
TABLE 117 GERMANY: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 118 GERMANY: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 119 GERMANY: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 120 GERMANY: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.5 FRANCE
10.3.5.1 National investment program to support Digital France Plan for 2025 to encourage companies to expand in country
TABLE 121 FRANCE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 122 FRANCE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 123 FRANCE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 124 FRANCE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.6 NETHERLANDS
10.3.6.1 Digital transformation with hybrid workspaces to drive need for ITSM foundation in Netherlands
TABLE 125 NETHERLANDS: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 126 NETHERLANDS: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 127 NETHERLANDS: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 128 NETHERLANDS: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.7 ITALY
10.3.7.1 Smart city initiatives and 5G deployment for edge computing solutions in Italy to drive growth
TABLE 129 ITALY: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 130 ITALY: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 131 ITALY: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 132 ITALY: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.8 REST OF EUROPE
TABLE 133 REST OF EUROPE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 134 REST OF EUROPE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 135 REST OF EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 136 REST OF EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4 ASIA PACIFIC
10.4.1 ASIA PACIFIC: ITSM MARKET DRIVERS
10.4.2 ASIA PACIFIC: RECESSION IMPACT
FIGURE 35 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 137 ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 138 ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 139 ASIA PACIFIC: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 140 ASIA PACIFIC: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 141 ASIA PACIFIC: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 142 ASIA PACIFIC: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 143 ASIA PACIFIC: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 144 ASIA PACIFIC: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 145 ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 146 ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 147 ASIA PACIFIC: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 148 ASIA PACIFIC: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 149 ASIA PACIFIC: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION)
TABLE 150 ASIA PACIFIC: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION)
10.4.3 CHINA
10.4.3.1 Free trade ecosystem and Belt and Road initiatives to increase need for ITSM infrastructure supporting high-density facilities
TABLE 151 CHINA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 152 CHINA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 153 CHINA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 154 CHINA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4.4 JAPAN
10.4.4.1 Japan’s headway into automation, mainly in automotive and industrial robotics, to warrant low latency platforms
TABLE 155 JAPAN: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 156 JAPAN: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 157 JAPAN: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 158 JAPAN: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4.5 AUSTRALIA
10.4.5.1 Demand for data processing and information interaction with high internet usage
TABLE 159 AUSTRALIA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 160 AUSTRALIA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 161 AUSTRALIA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 162 AUSTRALIA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4.6 SINGAPORE
10.4.6.1 Large-scale implementation of best practice frameworks such as ITIL
TABLE 163 SINGAPORE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 164 SINGAPORE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 165 SINGAPORE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 166 SINGAPORE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4.7 REST OF ASIA PACIFIC
TABLE 167 REST OF ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 168 REST OF ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 169 REST OF ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 170 REST OF ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5 MIDDLE EAST & AFRICA
10.5.1 MIDDLE EAST & AFRICA: ITSM MARKET DRIVERS
10.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT
TABLE 171 MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 172 MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 173 MIDDLE EAST & AFRICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 174 MIDDLE EAST & AFRICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 175 MIDDLE EAST & AFRICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 176 MIDDLE EAST & AFRICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 177 MIDDLE EAST & AFRICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 178 MIDDLE EAST & AFRICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 179 MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 180 MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 181 MIDDLE EAST & AFRICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 182 MIDDLE EAST & AFRICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 183 MIDDLE EAST & AFRICA: ITSM MARKET, BY COUNTRY/REGION, 2018–2022 (USD MILLION)
TABLE 184 MIDDLE EAST & AFRICA: ITSM MARKET, BY COUNTRY/REGION, 2023–2028 (USD MILLION)
10.5.3 GCC COUNTRIES (GULF COOPERATION COUNCIL)
10.5.3.1 Saudi Arabia
10.5.3.1.1 Saudi Vision 2030 initiatives to leverage demand for cloud, ITSM, big data, analytics, and AI/ML
TABLE 185 SAUDI ARABIA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 186 SAUDI ARABIA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 187 SAUDI ARABIA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 188 SAUDI ARABIA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5.3.2 UAE
10.5.3.2.1 High mobile device per user ratio and megaprojects and initiatives in Dubai to spur growth
TABLE 189 UAE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 190 UAE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 191 UAE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 192 UAE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5.3.3 Rest of GCC Countries
TABLE 193 REST OF GCC COUNTRIES: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 194 REST OF GCC COUNTRIES: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 195 REST OF GCC COUNTRIES: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 196 REST OF GCC COUNTRIES: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5.4 SOUTH AFRICA
10.5.4.1 High usage of mobile technologies and colocation facilities in South Africa
TABLE 197 SOUTH AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 198 SOUTH AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 199 SOUTH AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 200 SOUTH AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5.5 REST OF THE MIDDLE EAST & AFRICA
TABLE 201 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 202 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 203 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 204 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.6 LATIN AMERICA
10.6.1 LATIN AMERICA: ITSM MARKET DRIVERS
10.6.2 LATIN AMERICA: RECESSION IMPACT
TABLE 205 LATIN AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 206 LATIN AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 207 LATIN AMERICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 208 LATIN AMERICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 209 LATIN AMERICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 210 LATIN AMERICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 211 LATIN AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 212 LATIN AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 213 LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 214 LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 215 LATIN AMERICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 216 LATIN AMERICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 217 LATIN AMERICA: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION)
TABLE 218 LATIN AMERICA: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION)
10.6.3 BRAZIL
10.6.3.1 Latency issues and interest in 5G deployment to attract more cloud players to Brazil
TABLE 219 BRAZIL: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 220 BRAZIL: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 221 BRAZIL: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 222 BRAZIL: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.6.4 MEXICO
10.6.4.1 Increased opportunities for content delivery providers and significant investments from global giants
TABLE 223 MEXICO: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 224 MEXICO: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 225 MEXICO: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 226 MEXICO: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.6.5 REST OF LATIN AMERICA
TABLE 227 REST OF LATIN AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 228 REST OF LATIN AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 229 REST OF LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 230 REST OF LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
11 COMPETITIVE LANDSCAPE
11.1 OVERVIEW
11.2 STRATEGIES ADOPTED BY KEY PLAYERS/RIGHT TO WIN
TABLE 231 OVERVIEW OF STRATEGIES ADOPTED BY KEY ITSM VENDORS
11.3 REVENUE ANALYSIS
FIGURE 36 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2018–2022 (USD MILLION)
11.4 COMPANY FINANCIAL METRICS
FIGURE 37 TRADING COMPARABLES, 2023 (EV/EBITDA)
11.5 MARKET SHARE ANALYSIS
FIGURE 38 SHARE OF LEADING COMPANIES IN ITSM MARKET, 2022
TABLE 232 ITSM MARKET: INTENSITY OF COMPETITION RIVARY
11.6 ITSM MARKET: VENDOR PRODUCTS/COMPARISON OF BRANDS
TABLE 233 VENDOR PRODUCTS/COMPARISON OF BRANDS
11.7 COMPANY EVALUATION MATRIX
11.7.1 STARS
11.7.2 EMERGING LEADERS
11.7.3 PERVASIVE PLAYERS
11.7.4 PARTICIPANTS
FIGURE 39 COMPANY EVALUATION MATRIX FOR KEY PLAYERS: CRITERIA WEIGHTAGE
FIGURE 40 ITSM MARKET: COMPANY EVALUATION MATRIX, 2022
11.7.5 COMPANY FOOTPRINT
TABLE 234 OVERALL GLOBAL COMPANY FOOTPRINT
TABLE 235 COMPANY OFFERING FOOTPRINT
TABLE 236 COMPANY VERTICAL FOOTPRINT
TABLE 237 COMPANY REGION FOOTPRINT
11.8 START-UP/SME EVALUATION MATRIX
11.8.1 PROGRESSIVE COMPANIES
11.8.2 RESPONSIVE COMPANIES
11.8.3 DYNAMIC COMPANIES
11.8.4 STARTING BLOCKS
FIGURE 41 START-UP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
FIGURE 42 ITSM MARKET: START-UP/SME EVALUATION MATRIX, 2022
11.8.5 COMPETITIVE BENCHMARKING
TABLE 238 ITSM MARKET: DETAILED LIST OF KEY START-UPS/SMES
TABLE 239 ITSM MARKET: COMPETITIVE BENCHMARKING OF START-UPS/SMES
11.9 COMPETITIVE SCENARIO AND TRENDS
11.9.1 PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 240 PRODUCT LAUNCHES AND ENHANCEMENTS, 2021–2023
11.9.2 DEALS
TABLE 241 DEALS, 2021–2023
12 COMPANY PROFILES
12.1 INTRODUCTION
12.2 KEY PLAYERS
(Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View)*
12.2.1 SERVICENOW
TABLE 242 SERVICENOW: COMPANY OVERVIEW
FIGURE 43 SERVICENOW: COMPANY SNAPSHOT
TABLE 243 SERVICENOW: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 244 SERVICENOW: PRODUCT LAUNCHES
TABLE 245 SERVICENOW: DEALS
12.2.2 BMC SOFTWARE
TABLE 246 BMC SOFTWARE: COMPANY OVERVIEW
TABLE 247 BMC SOFTWARE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 248 BMC SOFTWARE: PRODUCT LAUNCHES
TABLE 249 BMC SOFTWARE: DEALS
12.2.3 BROADCOM
TABLE 250 BROADCOM: COMPANY OVERVIEW
FIGURE 44 BROADCOM: COMPANY SNAPSHOT
TABLE 251 BROADCOM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 252 BROADCOM: PRODUCT LAUNCHES
TABLE 253 BROADCOM: DEALS
12.2.4 MANAGEENGINE
TABLE 254 MANAGEENGINE: COMPANY OVERVIEW
TABLE 255 MANAGEENGINE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 256 MANAGEENGINE: PRODUCT LAUNCHES
TABLE 257 MANAGEENGINE: DEALS
12.2.5 IVANTI
TABLE 258 IVANTI: COMPANY OVERVIEW
TABLE 259 IVANTI: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 260 IVANTI: PRODUCT LAUNCHES
TABLE 261 IVANTI: DEALS
12.2.6 ZENDESK
TABLE 262 ZENDESK: COMPANY OVERVIEW
TABLE 263 ZENDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 264 ZENDESK: DEALS
12.2.7 GOTO
TABLE 265 GOTO: COMPANY OVERVIEW
TABLE 266 GOTO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 267 GOTO: PRODUCT LAUNCHES
TABLE 268 GOTO: DEALS
12.2.8 SOLARWINDS
TABLE 269 SOLARWINDS: COMPANY OVERVIEW
FIGURE 45 SOLARWINDS: COMPANY SNAPSHOT
TABLE 270 SOLARWINDS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 271 SOLARWINDS: PRODUCT LAUNCHES
TABLE 272 SOLARWINDS: DEALS
12.2.9 ATLASSIAN
TABLE 273 ATLASSIAN: COMPANY OVERVIEW
FIGURE 46 ATLASSIAN: COMPANY SNAPSHOT
TABLE 274 ATLASSIAN: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 275 ATLASSIAN: PRODUCT LAUNCHES
TABLE 276 ATLASSIAN: DEALS
12.2.10 OPENTEXT
TABLE 277 OPENTEXT: COMPANY OVERVIEW
FIGURE 47 OPENTEXT: COMPANY SNAPSHOT
TABLE 278 OPENTEXT: PRODUCTS/SOLUTIONS/SERVICES OFFERED
12.2.11 SYMPHONYAI SUMMIT
TABLE 279 SYMPHONYAI SUMMIT: COMPANY OVERVIEW
TABLE 280 SYMPHONYAI SUMMIT: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 281 SYMPHONYAI SUMMIT: PRODUCT LAUNCHES
TABLE 282 SYMPHONYAI SUMMIT: DEALS
12.2.12 EFECTE
TABLE 283 EFECTE: COMPANY OVERVIEW
TABLE 284 EFECTE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 285 EFECTE: PRODUCT LAUNCHES
TABLE 286 EFECTE: DEALS
*Details on Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View might not be captured in case of unlisted companies.
12.3 OTHER PLAYERS
12.3.1 MICROSOFT
12.3.2 IBM
12.3.3 IFS
12.3.4 FRESHWORKS
12.3.5 EASYVISTA
12.3.6 ITARIAN
12.3.7 SYSAID TECHNOLOGIES
12.3.8 INVGATE
12.3.9 ALEMBA
12.3.10 HORNBILL
12.3.11 NINJAONE
12.3.12 HALOITSM
12.3.13 AISERA
12.3.14 4ME
12.3.15 TOPDESK
12.3.16 TEAMDYNAMIX
13 ADJACENT AND RELATED MARKETS
13.1 INTRODUCTION
13.1.1 RELATED MARKETS
13.2 CLOUD ITSM MARKET
TABLE 287 CLOUD ITSM MARKET, BY COMPONENT, 2016–2019 (USD MILLION)
TABLE 288 CLOUD ITSM MARKET, BY COMPONENT, 2020–2025 (USD MILLION)
TABLE 289 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
TABLE 290 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
TABLE 291 CLOUD ITSM MARKET, BY VERTICAL, 2016–2019 (USD MILLION)
TABLE 292 CLOUD ITSM MARKET, BY VERTICAL, 2020–2025 (USD MILLION)
TABLE 293 CLOUD ITSM MARKET, BY REGION, 2016–2019 (USD MILLION)
TABLE 294 CLOUD ITSM MARKET, BY REGION, 2020–2025 (USD MILLION)
13.3 CONFIGURATION MANAGEMENT MARKET
TABLE 295 CONFIGURATION MANAGEMENT MARKET, BY MODULE, 2017–2024 (USD MILLION)
TABLE 296 CONFIGURATION MANAGEMENT MARKET, BY SYSTEM, 2017–2024 (USD MILLION)
TABLE 297 CONFIGURATION MANAGEMENT MARKET, BY COMPONENT, 2017–2024 (USD MILLION)
TABLE 298 CONFIGURATION MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2017–2024 (USD MILLION)
TABLE 299 CONFIGURATION MANAGEMENT MARKET, BY END-USE VERTICAL, 2017–2024 (USD MILLION)
TABLE 300 CONFIGURATION MANAGEMENT MARKET, BY REGION, 2017–2024 (USD MILLION)
14 APPENDIX
14.1 DISCUSSION GUIDE
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.3 CUSTOMIZATION OPTIONS
14.4 RELATED REPORTS
14.5 AUTHOR DETAILS
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.3 STUDY SCOPE
1.3.1 MARKET SEGMENTATION
1.3.2 INCLUSIONS & EXCLUSIONS
1.3.3 REGIONS COVERED
1.4 YEARS CONSIDERED
1.5 CURRENCY CONSIDERED
TABLE 1 USD EXCHANGE RATES, 2018–2022
1.6 STAKEHOLDERS
1.7 RECESSION IMPACT
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 1 ITSM MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
2.1.2.1 Breakup of primary profiles
FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION
2.1.2.2 Key industry insights
2.2 MARKET BREAKUP AND DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 3 ITSM MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY – BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF ITSM VENDORS
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY – (SUPPLY SIDE): ILLUSTRATION OF VENDOR REVENUE ESTIMATION
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (DEMAND SIDE): REVENUE GENERATED FROM VERTICALS
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 2 (DEMAND SIDE)
2.4 MARKET FORECAST
TABLE 2 FACTOR ANALYSIS
2.5 RESEARCH ASSUMPTIONS
2.6 LIMITATIONS AND RISK ASSESSMENT
2.7 IMPACT OF RECESSION ON GLOBAL ITSM MARKET
TABLE 3 RECESSION IMPACT
3 EXECUTIVE SUMMARY
3.1 OVERVIEW OF RECESSION IMPACT
FIGURE 9 MAJOR SEGMENTS IN ITSM MARKET
FIGURE 10 ITSM MARKET: REGIONAL SNAPSHOT
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES FOR PLAYERS IN ITSM MARKET
FIGURE 11 FOCUS ON IMPROVING CUSTOMER EXPERIENCE AND SIMPLIFYING IT OPERATIONS WORKFLOW TO DRIVE MARKET
4.2 ITSM MARKET, BY OFFERING
FIGURE 12 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2028
4.3 ITSM MARKET, BY SOLUTION
FIGURE 13 OPERATIONS & PERFORMANCE MANAGEMENT SEGMENT TO LEAD MARKET DURING FORECAST PERIOD
4.4 ITSM MARKET, BY DEPLOYMENT MODEL
FIGURE 14 CLOUD SEGMENT TO LEAD MARKET DURING FORECAST PERIOD
4.5 ITSM MARKET, BY ORGANIZATION SIZE
FIGURE 15 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD
4.6 ITSM MARKET, BY VERTICAL
FIGURE 16 BFSI SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE BY 2028
4.7 ITSM MARKET: REGIONAL SCENARIO
FIGURE 17 ASIA PACIFIC TO EMERGE AS LUCRATIVE MARKET FOR INVESTMENTS IN NEXT FIVE YEARS
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 18 ITSM MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
5.2.1 DRIVERS
5.2.1.1 Increasing shift to cloud-based technologies
5.2.1.2 Simplification and synchronization of IT resources
5.2.1.3 Automated management of IT processes and policies
5.2.1.4 Benefits of agile implementation, easy deployment, and OPEX model
5.2.2 RESTRAINTS
5.2.2.1 Lack of technical knowledge and expertise
5.2.2.2 Security and privacy concerns for confidential data and business processes
5.2.3 OPPORTUNITIES
5.2.3.1 Widespread adoption of BYOD trend and increasing mobile workforce
5.2.3.2 Increasing government initiatives for necessary technology usage
5.2.3.3 Continuous developments in 5G technology
5.2.3.4 Emergence of AI to automate processes
5.2.4 CHALLENGES
5.2.4.1 Effective workforce management
5.2.4.2 Cybersecurity concerns arising out of breaches
5.3 CASE STUDY ANALYSIS
5.3.1 CASE STUDY 1: TECNOLУGICO DE MONTERREY DEPLOYED ITSM SOLUTIONS TO REVOLUTIONIZE USER EXPERIENCE
5.3.2 CASE STUDY 2: NEXTIVA DEPLOYED ATLASSIAN’S JIRA SERVICE MANAGEMENT TO ACHIEVE EFFECTIVE SERVICE PROVISION
5.3.3 CASE STUDY 3: WILDBERRIES ADOPTED AXIOS ASSIST TO ENHANCE AND OPTIMIZE BUSINESS SUPPORT PROCESS(ES) TO INCREASE REVENUE
5.3.4 CASE STUDY 4: TELEFУNICA DEPLOYED BMC SOFTWARE’S SOLUTIONS TO ACHIEVE IMPROVED SOFTWARE ASSET MANAGEMENT
5.3.5 CASE STUDY 5: ALGAR TECH IMPLEMENTED BROADCOM’S SOLUTIONS TO LEVERAGE ITSM SERVICE PROVISION FOR OPTIMAL PRODUCTION AND BUSINESS GROWTH
5.4 ECOSYSTEM ANALYSIS
FIGURE 19 ECOSYSTEM MAP
5.5 VALUE CHAIN ANALYSIS
FIGURE 20 VALUE CHAIN ANALYSIS
5.6 TECHNOLOGY ANALYSIS
5.6.1 KEY TECHNOLOGIES
5.6.1.1 Chatops
5.6.1.2 Self-service portals
5.6.1.3 Artificial intelligence
5.6.1.4 Machine learning
5.6.2 COMPLEMENTARY TECHNOLOGIES
5.6.2.1 Microservices
5.6.2.2 API integrations
5.6.3 ADJACENT TECHNOLOGIES
5.6.3.1 Augmented reality (AR) & virtual reality (VR)
5.6.3.2 5G
5.7 PRICING ANALYSIS
5.7.1 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS
TABLE 4 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS OFFERED BY KEY PLAYERS
5.8 BUSINESS MODEL ANALYSIS
5.9 PATENT ANALYSIS
FIGURE 21 NUMBER OF PATENTS PUBLISHED, 2012–2023
FIGURE 22 TOP FIVE PATENT OWNERS (GLOBAL)
TABLE 5 TOP TEN PATENT OWNERS
TABLE 6 PATENTS GRANTED TO VENDORS IN ITSM MARKET
5.10 PORTER’S FIVE FORCES ANALYSIS
FIGURE 23 ITSM MARKET: PORTER’S FIVE FORCES ANALYSIS
TABLE 7 IMPACT OF PORTER’S FIVE FORCES ON ITSM MARKET
5.10.1 THREAT OF NEW ENTRANTS
5.10.2 THREAT OF SUBSTITUTES
5.10.3 BARGAINING POWER OF SUPPLIERS
5.10.4 BARGAINING POWER OF BUYERS
5.10.5 INTENSITY OF COMPETITION RIVALRY
5.11 REGULATORY LANDSCAPE
5.11.1 REGULATIONS, BY REGION
5.11.1.1 North America
TABLE 8 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.11.1.2 Europe
TABLE 9 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.11.1.3 Asia Pacific
TABLE 10 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.11.1.4 Rest of the World
TABLE 11 REST OF THE WORLD: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
5.12 KEY CONFERENCES & EVENTS
TABLE 12 ITSM MARKET: DETAILED LIST OF CONFERENCES & EVENTS, 2023–2024
5.13 EMERGING TRENDS IN ITSM MARKET
FIGURE 24 MAJOR YCC TRENDS TO DRIVE FUTURE REVENUE PROSPECTS IN ITSM MARKET
5.14 KEY STAKEHOLDERS AND BUYING CRITERIA
5.14.1 KEY STAKEHOLDERS IN BUYING PROCESS
FIGURE 25 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS
TABLE 13 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS
5.14.2 BUYING CRITERIA
FIGURE 26 KEY BUYING CRITERIA FOR TOP VERTICALS
TABLE 14 KEY BUYING CRITERIA FOR TOP VERTICALS
6 ITSM MARKET, BY OFFERING
6.1 INTRODUCTION
FIGURE 27 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023
6.1.1 OFFERINGS: ITSM MARKET DRIVERS
TABLE 15 ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 16 ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
6.2 SOLUTIONS
6.2.1 ITSM SOLUTIONS AID IN COST REDUCTION, TIME SAVING, AND PROCESS AGILITY
FIGURE 28 OPERATIONS & PERFORMANCE MANAGEMENT SEGMENT TO ACCOUNT FOR LARGEST MARKET IN 2023
TABLE 17 ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 18 ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 19 SOLUTIONS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 20 SOLUTIONS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.2 SERVICE PORTFOLIO MANAGEMENT
6.2.2.1 Service catalog management
6.2.2.2 Service pipeline management
6.2.2.3 Demand management
6.2.2.4 Others
TABLE 21 SERVICE PORTFOLIO MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 22 SERVICE PORTFOLIO MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.3 CONFIGURATION & CHANGE MANAGEMENT
6.2.3.1 Configuration management database
6.2.3.2 Change control
6.2.3.3 Version control
6.2.3.4 Others
TABLE 23 CONFIGURATION & CHANGE MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 24 CONFIGURATION & CHANGE MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.4 SERVICE DESK SOFTWARE
6.2.4.1 Incident management
6.2.4.2 Problem management
6.2.4.3 Service request management
6.2.4.4 Knowledge base
6.2.4.5 Others
TABLE 25 SERVICE DESK SOFTWARE: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 26 SERVICE DESK SOFTWARE: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.5 OPERATIONS & PERFORMANCE MANAGEMENT
6.2.5.1 Performance monitoring
6.2.5.2 Capacity management
6.2.5.3 Event management
6.2.5.4 Others
TABLE 27 OPERATIONS & PERFORMANCE MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 28 OPERATIONS & PERFORMANCE MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.2.6 DASHBOARD, REPORTING, AND ANALYTICS
TABLE 29 DASHBOARD, REPORTING, AND ANALYTICS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 30 DASHBOARD, REPORTING, AND ANALYTICS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.3 SERVICES
6.3.1 MANAGED AND PROFESSIONAL SERVICES HELP LEVERAGE ITSM ADOPTION AMONG ENTERPRISES
FIGURE 29 PROFESSIONAL SERVICES SEGMENT TO LEAD MARKET IN 2023
TABLE 31 ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 32 ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 33 SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 34 SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.3.2 MANAGED SERVICES
TABLE 35 MANAGED SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 36 MANAGED SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.3.3 PROFESSIONAL SERVICES
TABLE 37 PROFESSIONAL SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 38 PROFESSIONAL SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
6.3.3.1 Consulting
6.3.3.2 Integration & implementation
6.3.3.3 Training, support, and maintenance
7 ITSM MARKET, BY ORGANIZATION SIZE
7.1 INTRODUCTION
FIGURE 30 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023
7.1.1 ORGANIZATION SIZE: ITSM MARKET DRIVERS
TABLE 39 ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 40 ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
7.2 LARGE ENTERPRISES
7.2.1 NEED FOR MANAGEMENT AND OPERATIONAL IMPROVEMENT TO LEAD TO LARGE-SCALE ADOPTION OF ITSM SERVICES
TABLE 41 LARGE ENTERPRISES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 42 LARGE ENTERPRISES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
7.3 SMES
7.3.1 SMES GAIN COMPETITIVE ADVANTAGE WITH ITSM ADOPTION, PRACTICE, AND IMPLEMENTATION
TABLE 43 SMES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 44 SMES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
8 ITSM MARKET, BY DEPLOYMENT MODEL
8.1 INTRODUCTION
FIGURE 31 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023
8.1.1 DEPLOYMENT MODELS: ITSM MARKET DRIVERS
TABLE 45 ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 46 ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
8.2 ON-PREMISES
8.2.1 ON-PREMISES CUSTOMIZATION OF ITSM SOLUTIONS TO ACHIEVE PRODUCTION EXCELLENCY AND ENSURE DATA SOVEREIGNTY
TABLE 47 ON-PREMISES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 48 ON-PREMISES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
8.3 CLOUD
8.3.1 GROWING NEED FOR CLOUD DEPLOYMENT OF ITSM SOLUTIONS FOR RAPID DEVELOPMENT AND SEAMLESS SERVICE PROVISION TO BOOST MARKET
TABLE 49 CLOUD: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 50 CLOUD: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9 ITSM MARKET, BY VERTICAL
9.1 INTRODUCTION
FIGURE 32 IT & ITES VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
9.1.1 VERTICALS: ITSM MARKET DRIVERS
TABLE 51 ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 52 ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI)
TABLE 53 BFSI: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 54 BFSI: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.2.1 BFSI: APPLICATION AREAS
9.2.1.1 Transaction processing
9.2.1.2 Security management
9.2.1.3 Compliance management
9.2.1.4 Other BFSI applications
9.3 TELECOMMUNICATIONS
TABLE 55 TELECOMMUNICATIONS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 56 TELECOMMUNICATIONS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.3.1 TELECOMMUNICATIONS: APPLICATION AREAS
9.3.1.1 Network management
9.3.1.2 Service provisioning
9.3.1.3 Incident management
9.3.1.4 Other telecommunication applications
9.4 IT & ITES
TABLE 57 IT & ITES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 58 IT & ITES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.4.1 IT & ITES: APPLICATION AREAS
9.4.1.1 Service desk support
9.4.1.2 Change management
9.4.1.3 Application development & maintenance
9.4.1.4 Other IT & ITeS applications
9.5 GOVERNMENT & PUBLIC SECTOR
TABLE 59 GOVERNMENT & PUBLIC SECTOR: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 60 GOVERNMENT & PUBLIC SECTOR: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.5.1 GOVERNMENT & PUBLIC SECTOR: APPLICATION AREAS
9.5.1.1 eGovernment services
9.5.1.2 IT infrastructure management
9.5.1.3 Security & compliance
9.5.1.4 Other government & public sector applications
9.6 RETAIL & CONSUMER GOODS
TABLE 61 RETAIL & CONSUMER GOODS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 62 RETAIL & CONSUMER GOODS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.6.1 RETAIL & CONSUMER GOODS: APPLICATION AREAS
9.6.1.1 eCommerce platform management
9.6.1.2 Inventory management systems
9.6.1.3 Customer support
9.6.1.4 Other retail & consumer goods applications
9.7 MANUFACTURING
TABLE 63 MANUFACTURING: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 64 MANUFACTURING: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.7.1 MANUFACTURING: APPLICATION AREAS
9.7.1.1 Manufacturing Execution Systems (MESs)
9.7.1.2 Supply chain management
9.7.1.3 Quality control systems
9.7.1.4 Other manufacturing applications
9.8 ENERGY & UTILITIES
TABLE 65 ENERGY & UTILITIES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 66 ENERGY & UTILITIES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.8.1 ENERGY & UTILITIES: APPLICATION AREAS
9.8.1.1 Smart grid management
9.8.1.2 SCADA systems
9.8.1.3 Asset management
9.8.1.4 Other energy & utility applications
9.9 MEDIA & ENTERTAINMENT
TABLE 67 MEDIA & ENTERTAINMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 68 MEDIA & ENTERTAINMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.9.1 MEDIA & ENTERTAINMENT: APPLICATION AREAS
9.9.1.1 Content Management Systems (CMSs)
9.9.1.2 Digital Rights Management (DRM)
9.9.1.3 Broadcasting systems
9.9.1.4 Other BFSI applications
9.10 HEALTHCARE
TABLE 69 HEALTHCARE: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 70 HEALTHCARE: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.10.1 HEALTHCARE: APPLICATION AREAS
9.10.1.1 Electronic Health Records (EHRs)
9.10.1.2 Healthcare IT systems management
9.10.1.3 Patient care applications
9.10.1.4 Other healthcare applications
9.11 EDUCATION
TABLE 71 EDUCATION: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 72 EDUCATION: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
9.11.1 EDUCATION: APPLICATION AREAS
9.11.1.1 Learning Management Systems (LMSs)
9.11.1.2 Student Information Systems (SISs)
9.11.1.3 Campus IT infrastructure
9.11.1.4 Other education applications
9.12 OTHER VERTICALS
TABLE 73 OTHER VERTICALS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 74 OTHER VERTICALS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
10 ITSM MARKET, BY REGION
10.1 INTRODUCTION
FIGURE 33 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
TABLE 75 ITSM MARKET, BY REGION, 2018–2022 (USD MILLION)
TABLE 76 ITSM MARKET, BY REGION, 2023–2028 (USD MILLION)
10.2 NORTH AMERICA
10.2.1 NORTH AMERICA: ITSM MARKET DRIVERS
10.2.2 NORTH AMERICA: RECESSION IMPACT
FIGURE 34 NORTH AMERICA: MARKET SNAPSHOT
TABLE 77 NORTH AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 78 NORTH AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 79 NORTH AMERICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 80 NORTH AMERICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 81 NORTH AMERICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 82 NORTH AMERICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 83 NORTH AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 84 NORTH AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 85 NORTH AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 86 NORTH AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 87 NORTH AMERICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 88 NORTH AMERICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 89 NORTH AMERICA: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION)
TABLE 90 NORTH AMERICA: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION)
10.2.3 US
10.2.3.1 US government initiatives toward regulating cloud services such as FedRAMP
TABLE 91 US: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 92 US: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 93 US: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 94 US: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.2.4 CANADA
10.2.4.1 High adoption of big data and government digital services offered in Canada
TABLE 95 CANADA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 96 CANADA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 97 CANADA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 98 CANADA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3 EUROPE
10.3.1 EUROPE: ITSM MARKET DRIVERS
10.3.2 EUROPE: RECESSION IMPACT
TABLE 99 EUROPE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 100 EUROPE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 101 EUROPE: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 102 EUROPE: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 103 EUROPE: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 104 EUROPE: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 105 EUROPE: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 106 EUROPE: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 107 EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 108 EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 109 EUROPE: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 110 EUROPE: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 111 EUROPE: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION)
TABLE 112 EUROPE: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION)
10.3.3 UK
10.3.3.1 Extensive initiatives by UK government and European Parliament for servers and data storage products
TABLE 113 UK: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 114 UK: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 115 UK: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 116 UK: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.4 GERMANY
10.3.4.1 Industry 4.0, increased digital economy initiatives, high industrial tech spending, and growth in smart cities in Germany
TABLE 117 GERMANY: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 118 GERMANY: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 119 GERMANY: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 120 GERMANY: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.5 FRANCE
10.3.5.1 National investment program to support Digital France Plan for 2025 to encourage companies to expand in country
TABLE 121 FRANCE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 122 FRANCE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 123 FRANCE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 124 FRANCE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.6 NETHERLANDS
10.3.6.1 Digital transformation with hybrid workspaces to drive need for ITSM foundation in Netherlands
TABLE 125 NETHERLANDS: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 126 NETHERLANDS: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 127 NETHERLANDS: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 128 NETHERLANDS: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.7 ITALY
10.3.7.1 Smart city initiatives and 5G deployment for edge computing solutions in Italy to drive growth
TABLE 129 ITALY: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 130 ITALY: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 131 ITALY: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 132 ITALY: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.3.8 REST OF EUROPE
TABLE 133 REST OF EUROPE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 134 REST OF EUROPE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 135 REST OF EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 136 REST OF EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4 ASIA PACIFIC
10.4.1 ASIA PACIFIC: ITSM MARKET DRIVERS
10.4.2 ASIA PACIFIC: RECESSION IMPACT
FIGURE 35 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 137 ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 138 ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 139 ASIA PACIFIC: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 140 ASIA PACIFIC: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 141 ASIA PACIFIC: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 142 ASIA PACIFIC: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 143 ASIA PACIFIC: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 144 ASIA PACIFIC: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 145 ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 146 ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 147 ASIA PACIFIC: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 148 ASIA PACIFIC: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 149 ASIA PACIFIC: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION)
TABLE 150 ASIA PACIFIC: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION)
10.4.3 CHINA
10.4.3.1 Free trade ecosystem and Belt and Road initiatives to increase need for ITSM infrastructure supporting high-density facilities
TABLE 151 CHINA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 152 CHINA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 153 CHINA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 154 CHINA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4.4 JAPAN
10.4.4.1 Japan’s headway into automation, mainly in automotive and industrial robotics, to warrant low latency platforms
TABLE 155 JAPAN: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 156 JAPAN: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 157 JAPAN: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 158 JAPAN: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4.5 AUSTRALIA
10.4.5.1 Demand for data processing and information interaction with high internet usage
TABLE 159 AUSTRALIA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 160 AUSTRALIA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 161 AUSTRALIA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 162 AUSTRALIA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4.6 SINGAPORE
10.4.6.1 Large-scale implementation of best practice frameworks such as ITIL
TABLE 163 SINGAPORE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 164 SINGAPORE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 165 SINGAPORE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 166 SINGAPORE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.4.7 REST OF ASIA PACIFIC
TABLE 167 REST OF ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 168 REST OF ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 169 REST OF ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 170 REST OF ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5 MIDDLE EAST & AFRICA
10.5.1 MIDDLE EAST & AFRICA: ITSM MARKET DRIVERS
10.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT
TABLE 171 MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 172 MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 173 MIDDLE EAST & AFRICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 174 MIDDLE EAST & AFRICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 175 MIDDLE EAST & AFRICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 176 MIDDLE EAST & AFRICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 177 MIDDLE EAST & AFRICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 178 MIDDLE EAST & AFRICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 179 MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 180 MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 181 MIDDLE EAST & AFRICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 182 MIDDLE EAST & AFRICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 183 MIDDLE EAST & AFRICA: ITSM MARKET, BY COUNTRY/REGION, 2018–2022 (USD MILLION)
TABLE 184 MIDDLE EAST & AFRICA: ITSM MARKET, BY COUNTRY/REGION, 2023–2028 (USD MILLION)
10.5.3 GCC COUNTRIES (GULF COOPERATION COUNCIL)
10.5.3.1 Saudi Arabia
10.5.3.1.1 Saudi Vision 2030 initiatives to leverage demand for cloud, ITSM, big data, analytics, and AI/ML
TABLE 185 SAUDI ARABIA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 186 SAUDI ARABIA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 187 SAUDI ARABIA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 188 SAUDI ARABIA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5.3.2 UAE
10.5.3.2.1 High mobile device per user ratio and megaprojects and initiatives in Dubai to spur growth
TABLE 189 UAE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 190 UAE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 191 UAE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 192 UAE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5.3.3 Rest of GCC Countries
TABLE 193 REST OF GCC COUNTRIES: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 194 REST OF GCC COUNTRIES: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 195 REST OF GCC COUNTRIES: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 196 REST OF GCC COUNTRIES: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5.4 SOUTH AFRICA
10.5.4.1 High usage of mobile technologies and colocation facilities in South Africa
TABLE 197 SOUTH AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 198 SOUTH AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 199 SOUTH AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 200 SOUTH AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.5.5 REST OF THE MIDDLE EAST & AFRICA
TABLE 201 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 202 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 203 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 204 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.6 LATIN AMERICA
10.6.1 LATIN AMERICA: ITSM MARKET DRIVERS
10.6.2 LATIN AMERICA: RECESSION IMPACT
TABLE 205 LATIN AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 206 LATIN AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 207 LATIN AMERICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION)
TABLE 208 LATIN AMERICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION)
TABLE 209 LATIN AMERICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION)
TABLE 210 LATIN AMERICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION)
TABLE 211 LATIN AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
TABLE 212 LATIN AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
TABLE 213 LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 214 LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
TABLE 215 LATIN AMERICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
TABLE 216 LATIN AMERICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
TABLE 217 LATIN AMERICA: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION)
TABLE 218 LATIN AMERICA: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION)
10.6.3 BRAZIL
10.6.3.1 Latency issues and interest in 5G deployment to attract more cloud players to Brazil
TABLE 219 BRAZIL: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 220 BRAZIL: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 221 BRAZIL: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 222 BRAZIL: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.6.4 MEXICO
10.6.4.1 Increased opportunities for content delivery providers and significant investments from global giants
TABLE 223 MEXICO: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 224 MEXICO: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 225 MEXICO: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 226 MEXICO: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
10.6.5 REST OF LATIN AMERICA
TABLE 227 REST OF LATIN AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
TABLE 228 REST OF LATIN AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
TABLE 229 REST OF LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
TABLE 230 REST OF LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
11 COMPETITIVE LANDSCAPE
11.1 OVERVIEW
11.2 STRATEGIES ADOPTED BY KEY PLAYERS/RIGHT TO WIN
TABLE 231 OVERVIEW OF STRATEGIES ADOPTED BY KEY ITSM VENDORS
11.3 REVENUE ANALYSIS
FIGURE 36 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2018–2022 (USD MILLION)
11.4 COMPANY FINANCIAL METRICS
FIGURE 37 TRADING COMPARABLES, 2023 (EV/EBITDA)
11.5 MARKET SHARE ANALYSIS
FIGURE 38 SHARE OF LEADING COMPANIES IN ITSM MARKET, 2022
TABLE 232 ITSM MARKET: INTENSITY OF COMPETITION RIVARY
11.6 ITSM MARKET: VENDOR PRODUCTS/COMPARISON OF BRANDS
TABLE 233 VENDOR PRODUCTS/COMPARISON OF BRANDS
11.7 COMPANY EVALUATION MATRIX
11.7.1 STARS
11.7.2 EMERGING LEADERS
11.7.3 PERVASIVE PLAYERS
11.7.4 PARTICIPANTS
FIGURE 39 COMPANY EVALUATION MATRIX FOR KEY PLAYERS: CRITERIA WEIGHTAGE
FIGURE 40 ITSM MARKET: COMPANY EVALUATION MATRIX, 2022
11.7.5 COMPANY FOOTPRINT
TABLE 234 OVERALL GLOBAL COMPANY FOOTPRINT
TABLE 235 COMPANY OFFERING FOOTPRINT
TABLE 236 COMPANY VERTICAL FOOTPRINT
TABLE 237 COMPANY REGION FOOTPRINT
11.8 START-UP/SME EVALUATION MATRIX
11.8.1 PROGRESSIVE COMPANIES
11.8.2 RESPONSIVE COMPANIES
11.8.3 DYNAMIC COMPANIES
11.8.4 STARTING BLOCKS
FIGURE 41 START-UP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
FIGURE 42 ITSM MARKET: START-UP/SME EVALUATION MATRIX, 2022
11.8.5 COMPETITIVE BENCHMARKING
TABLE 238 ITSM MARKET: DETAILED LIST OF KEY START-UPS/SMES
TABLE 239 ITSM MARKET: COMPETITIVE BENCHMARKING OF START-UPS/SMES
11.9 COMPETITIVE SCENARIO AND TRENDS
11.9.1 PRODUCT LAUNCHES AND ENHANCEMENTS
TABLE 240 PRODUCT LAUNCHES AND ENHANCEMENTS, 2021–2023
11.9.2 DEALS
TABLE 241 DEALS, 2021–2023
12 COMPANY PROFILES
12.1 INTRODUCTION
12.2 KEY PLAYERS
(Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View)*
12.2.1 SERVICENOW
TABLE 242 SERVICENOW: COMPANY OVERVIEW
FIGURE 43 SERVICENOW: COMPANY SNAPSHOT
TABLE 243 SERVICENOW: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 244 SERVICENOW: PRODUCT LAUNCHES
TABLE 245 SERVICENOW: DEALS
12.2.2 BMC SOFTWARE
TABLE 246 BMC SOFTWARE: COMPANY OVERVIEW
TABLE 247 BMC SOFTWARE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 248 BMC SOFTWARE: PRODUCT LAUNCHES
TABLE 249 BMC SOFTWARE: DEALS
12.2.3 BROADCOM
TABLE 250 BROADCOM: COMPANY OVERVIEW
FIGURE 44 BROADCOM: COMPANY SNAPSHOT
TABLE 251 BROADCOM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 252 BROADCOM: PRODUCT LAUNCHES
TABLE 253 BROADCOM: DEALS
12.2.4 MANAGEENGINE
TABLE 254 MANAGEENGINE: COMPANY OVERVIEW
TABLE 255 MANAGEENGINE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 256 MANAGEENGINE: PRODUCT LAUNCHES
TABLE 257 MANAGEENGINE: DEALS
12.2.5 IVANTI
TABLE 258 IVANTI: COMPANY OVERVIEW
TABLE 259 IVANTI: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 260 IVANTI: PRODUCT LAUNCHES
TABLE 261 IVANTI: DEALS
12.2.6 ZENDESK
TABLE 262 ZENDESK: COMPANY OVERVIEW
TABLE 263 ZENDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 264 ZENDESK: DEALS
12.2.7 GOTO
TABLE 265 GOTO: COMPANY OVERVIEW
TABLE 266 GOTO: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 267 GOTO: PRODUCT LAUNCHES
TABLE 268 GOTO: DEALS
12.2.8 SOLARWINDS
TABLE 269 SOLARWINDS: COMPANY OVERVIEW
FIGURE 45 SOLARWINDS: COMPANY SNAPSHOT
TABLE 270 SOLARWINDS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 271 SOLARWINDS: PRODUCT LAUNCHES
TABLE 272 SOLARWINDS: DEALS
12.2.9 ATLASSIAN
TABLE 273 ATLASSIAN: COMPANY OVERVIEW
FIGURE 46 ATLASSIAN: COMPANY SNAPSHOT
TABLE 274 ATLASSIAN: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 275 ATLASSIAN: PRODUCT LAUNCHES
TABLE 276 ATLASSIAN: DEALS
12.2.10 OPENTEXT
TABLE 277 OPENTEXT: COMPANY OVERVIEW
FIGURE 47 OPENTEXT: COMPANY SNAPSHOT
TABLE 278 OPENTEXT: PRODUCTS/SOLUTIONS/SERVICES OFFERED
12.2.11 SYMPHONYAI SUMMIT
TABLE 279 SYMPHONYAI SUMMIT: COMPANY OVERVIEW
TABLE 280 SYMPHONYAI SUMMIT: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 281 SYMPHONYAI SUMMIT: PRODUCT LAUNCHES
TABLE 282 SYMPHONYAI SUMMIT: DEALS
12.2.12 EFECTE
TABLE 283 EFECTE: COMPANY OVERVIEW
TABLE 284 EFECTE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
TABLE 285 EFECTE: PRODUCT LAUNCHES
TABLE 286 EFECTE: DEALS
*Details on Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View might not be captured in case of unlisted companies.
12.3 OTHER PLAYERS
12.3.1 MICROSOFT
12.3.2 IBM
12.3.3 IFS
12.3.4 FRESHWORKS
12.3.5 EASYVISTA
12.3.6 ITARIAN
12.3.7 SYSAID TECHNOLOGIES
12.3.8 INVGATE
12.3.9 ALEMBA
12.3.10 HORNBILL
12.3.11 NINJAONE
12.3.12 HALOITSM
12.3.13 AISERA
12.3.14 4ME
12.3.15 TOPDESK
12.3.16 TEAMDYNAMIX
13 ADJACENT AND RELATED MARKETS
13.1 INTRODUCTION
13.1.1 RELATED MARKETS
13.2 CLOUD ITSM MARKET
TABLE 287 CLOUD ITSM MARKET, BY COMPONENT, 2016–2019 (USD MILLION)
TABLE 288 CLOUD ITSM MARKET, BY COMPONENT, 2020–2025 (USD MILLION)
TABLE 289 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION)
TABLE 290 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
TABLE 291 CLOUD ITSM MARKET, BY VERTICAL, 2016–2019 (USD MILLION)
TABLE 292 CLOUD ITSM MARKET, BY VERTICAL, 2020–2025 (USD MILLION)
TABLE 293 CLOUD ITSM MARKET, BY REGION, 2016–2019 (USD MILLION)
TABLE 294 CLOUD ITSM MARKET, BY REGION, 2020–2025 (USD MILLION)
13.3 CONFIGURATION MANAGEMENT MARKET
TABLE 295 CONFIGURATION MANAGEMENT MARKET, BY MODULE, 2017–2024 (USD MILLION)
TABLE 296 CONFIGURATION MANAGEMENT MARKET, BY SYSTEM, 2017–2024 (USD MILLION)
TABLE 297 CONFIGURATION MANAGEMENT MARKET, BY COMPONENT, 2017–2024 (USD MILLION)
TABLE 298 CONFIGURATION MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2017–2024 (USD MILLION)
TABLE 299 CONFIGURATION MANAGEMENT MARKET, BY END-USE VERTICAL, 2017–2024 (USD MILLION)
TABLE 300 CONFIGURATION MANAGEMENT MARKET, BY REGION, 2017–2024 (USD MILLION)
14 APPENDIX
14.1 DISCUSSION GUIDE
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.3 CUSTOMIZATION OPTIONS
14.4 RELATED REPORTS
14.5 AUTHOR DETAILS
