BFSI 분야 ITSM : 시장 점유율 분석, 업계 동향 및 통계, 성장 예측(2026-2031년)

According to Mordor Intelligence, the ITSM in BFSI market size is projected to be USD 2.75 billion in 2025, USD 3.16 billion in 2026, and reach USD 6.55 billion by 2031, growing at a CAGR of 15.71% from 2026 to 2031.

This report is Segmented by Component (Solutions and Services), Deployment (Cloud, On-Premise, and Hybrid), Application (Service Desk and Incident Management, Asset and Configuration Management, Change and Release Management, Service Request Management, and More), Enterprise Size (Large Enterprises and Small and Mid-Size Enterprises (SME)), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

Global ITSM In BFSI Market Trends and Insights

GenAI-Enabled Incident Resolution and Workflow Automation

The ITSM in the BFSI market is benefiting from a clear shift toward generative AI inside service workflows, especially where financial institutions want faster first-contact resolution and better internal support availability. Commonwealth Bank deployed its ChatIT assistant in 2025 through Microsoft Teams for more than 1,000 frontline employees, and the tool resolved device and connectivity incidents within 2 minutes, which showed how AI could replace slower multi-step helpdesk routing in daily operations. The ITSM in the BFSI market is also being shaped by the way AI changes labor allocation, because routine ticket work is moving toward automated handling while human teams focus more on exception review, policy alignment, and validation of automated actions. ServiceNow and Fiserv expanded their strategic commitment in January 2026, with Fiserv deploying Now Assist for Financial Services Operations and ITSM across IT and customer service environments that support thousands of financial institution clients. A peer-reviewed study published in April 2026 confirmed that architectures combining large language models with workflow automation are technically viable for incident resolution, change management, and problem management in autonomous IT service environments. The Financial Stability Board also stated in June 2026 that safe AI adoption in financial institutions depends on data quality, model risk management, and third-party AI governance, which keeps governance capability central to the ITSM in BFSI market rather than optional.

Cloud-Native Service Management Adoption in Regulated BFSI Environments

The ITSM in BFSI market is seeing stronger demand for cloud-native delivery because compliance teams need current workflows, stable audit evidence, and less dependence on local patch cycles. The European Banking Authority noted that DORA became applicable from January 17, 2025, which placed ICT risk management, incident reporting, and third-party information requirements directly into the operating environment of financial entities across Europe. In that setting, the ITSM in BFSI market favors cloud platforms because managed upgrades shorten the lag between regulatory change and workflow change, and they reduce the operational burden of maintaining separate local installations. This driver is also supporting longer vendor relationships in the ITSM in BFSI market, because once change, incident, and compliance records sit inside a cloud platform, buyers become cautious about any move that could interrupt continuity of those records. The same driver does not remove execution risk, because migration still depends on disciplined data cleanup, clear rollback planning, and staged operating changes rather than a single cutover event. As a result, cloud adoption in the ITSM in BFSI market is moving ahead as a governance program tied to operational resilience, not just as a hosting decision.

Legacy ITSM Migration Risk and Process Reengineering Burden

The ITSM in BFSI market still faces a major barrier in the form of legacy estates that were extended for years through patches, custom connectors, and process workarounds. This slows the ITSM in BFSI market because buyers often need to redesign workflows, clean service records, and align operating models before they can gain value from a new platform. The challenge is strongest where banks and insurers still run older on-premise service desks that were built around local process exceptions rather than common operating standards. Even when institutions commit to modernization, the work often stretches over multiple phases and delays the productivity gains that boards and operating teams expect after a large platform program. The restraint is not about a lack of product functionality in the ITSM in BFSI market, but about the operational burden of untangling years of accumulated process variance. That is why migration partners, phased delivery, and governance discipline remain critical to successful adoption in the ITSM in BFSI market.

Other drivers and restraints analyzed in the detailed report include:

1. Audit-Ready Change, Risk, and Compliance Workflows
2. FinOps and Service Cost Governance Inside ITSM
3. Data Residency, Privacy, and Model-Governance Constraints

For complete list of drivers and restraints, kindly check the Table Of Contents.

Segment Analysis

Solutions accounted for 67.30% of the ITSM in BFSI market share in 2025, which shows how strongly institutions still prefer packaged workflow coverage over fragmented tool buying in regulated environments. Within the ITSM in BFSI market, that preference reflects the value of preconfigured capabilities such as change management, discovery, CMDB support, and compliance reporting when institutions want lower deployment risk. Buyers in the ITSM in BFSI market also use solution-led procurement to reduce the number of parallel tools that teams must support, document, and defend during internal review. This keeps the solutions layer structurally strong because audited institutions place a premium on consistency across workflows, service records, and control evidence. It also supports larger platform contracts because buyers often expand from core ITSM into adjacent governance and operations modules after initial adoption.

Services are projected to grow at a 15.35% CAGR from 2026 to 2031, which makes them the faster-moving component even as software remains the larger revenue base. In the ITSM in BFSI market, this pattern reflects the shift from routine implementation work toward higher-value advisory activity around AI governance, exception handling, operating model design, and control alignment. Freshworks and Unisys announced a strategic partnership in February 2025 to target mid-market and large enterprise customers in more than 120 countries, which showed how channel capacity is being built around service delivery as much as around software sales. The ITSM in BFSI industry is therefore not seeing automation remove services demand, because automation shifts the work toward more sensitive and more specialized tasks. In practice, the ITSM in BFSI market keeps generating services revenue wherever institutions need migration support, AI oversight, operating change management, and evidence preparation for regulated processes.

Cloud held 68.10% of the ITSM in BFSI market size in 2025, which confirms that managed delivery has become the default architecture for a large part of new and expanding implementations. In the ITSM in BFSI market, cloud has gained this position because institutions value faster upgrades, elastic capacity, and easier rollout of updated compliance workflows across distributed teams. Cloud is also projected to expand at a 14.90% CAGR through 2031, which shows that the leading deployment model is still the faster-growing one rather than a mature segment losing momentum. ServiceNow continued to widen its financial services platform capabilities in 2026, including compliance and PCI-related features in its quarterly releases, which highlights the advantage of continuous delivery over slower local patching cycles. That operating logic strengthens buyer confidence in cloud delivery, where regulatory timetables and service continuity depend on current workflows and current control templates.

Hybrid and on-premise models remain relevant in the ITSM in BFSI market because some workloads still involve higher data sensitivity, local control expectations, or staged modernization plans across multiple jurisdictions. This is why the ITSM in BFSI market has not shifted into a cloud-only structure even though cloud has the largest and fastest-growing position. BMC's BBVA example showed that a large multi-region institution can still rely on phased architecture choices while it consolidates fragmented regional systems into a single operating model. In many institutions, hybrid deployment acts as a transition path that protects service continuity while data, integrations, and internal responsibilities are reorganized. The ITSM in BFSI industry continues to support these mixed architectures because governance maturity differs across geographies, business units, and use cases. As a result, cloud remains the strategic center of spending, while hybrid environments protect sensitive processes and keep large migrations manageable.

Complete Report Scope:

• By Component
  • Solutions
  • Services
• By Deployment
  • Cloud
  • On-premise
  • Hybrid
• By Application
  • Service Desk and Incident Management
  • Asset and Configuration Management
  • Change and Release Management
  • Service Request Management
  • Knowledge Management
  • Other Applications
• By Enterprise Size
  • Large Enterprises
  • Small and Mid-size Enterprises (SME)
• By Geography
  • North America
    • United States
    • Canada
    • Mexico
  • South America
    • Brazil
    • Argentina
    • Rest of South America
  • Europe
    • Germany
    • United Kingdom
    • France
    • Russia
    • Spain
    • Rest of Europe
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Southeast Asia
    • Rest of Asia-Pacific
  • Middle East and Africa
    • Middle East
      • Saudi Arabia
      • United Arab Emirates
      • Turkey
      • Rest of Middle East
    • Africa
      • South Africa
      • Nigeria
      • Egypt
      • Rest of Africa

Geography Analysis

North America held 40.15% of the ITSM in BFSI market share in 2025, which kept it as the largest regional base for spending and vendor activity. The region leads the ITSM in BFSI market because financial institutions operate under strong audit, cyber, payment, and operational oversight requirements that all favor structured service management. It also benefits from a deep concentration of large banks, insurers, processors, and technology partners that can support complex platform programs at scale. The ITSM in BFSI market in North America is also shaped by a mature vendor ecosystem, which gives buyers access to advanced AI features, specialist services, and wider partner coverage across migration and governance work. That maturity raises product velocity, but it also makes vendor evaluation more demanding because buyers compare not only module breadth but also AI control, platform interoperability, and evidence quality.

Asia-Pacific is projected to grow at a 15.30% CAGR through 2031, making it the fastest-growing regional segment in the ITSM in BFSI market. Growth in the ITSM in BFSI market across Asia-Pacific is being supported by modernization programs in developed financial centers and by first-generation structured service management buying in fast-digitizing banking systems. Japan stands out because institutions are tying workflow modernization to practical delivery gains, and SMBC Nikko Securities reported in April 2026 that its use of OutSystems reduced application build time by up to 50% and expanded its internal developer base from 5 to 20 members. The ITSM in BFSI market is also gaining regional depth through stronger enterprise AI governance activity, including Mizuho Financial Group's 2026 enterprise rollout of its Dify environment with controlled access and full audit logging. These examples show a region where workflow digitization, internal governance, and scalable service design are moving together rather than in separate phases.

Europe held the second-largest regional position in the ITSM in BFSI market, and DORA remains the clearest single catalyst for that demand pattern. The European Banking Authority's guidance around DORA preparation and reporting obligations has reinforced the need for financial institutions to maintain consistent ICT risk, incident, and third-party records across operating entities. The ITSM in BFSI market in Europe therefore places high value on audit-ready workflows, change traceability, and platform-level evidence generation. Outside the largest regions, South America, the Middle East and Africa, and smaller Asia-Pacific economies still represent lower-share but meaningful opportunity in the ITSM in BFSI market as digital banking expansion and formal resilience expectations continue to rise.

1. ServiceNow Inc.
2. BMC Software, Inc.
3. Atlassian Corporation Plc
4. Ivanti, Inc.
5. Freshworks Inc.
6. OpenText Corporation
7. IBM Corporation
8. Broadcom Inc.
9. ManageEngine (Zoho Corporation Pvt. Ltd.)
10. SolarWinds Corporation
11. EasyVista, Inc.
12. SysAid Technologies Ltd.
13. TOPdesk BV
14. 4me, Inc.
15. Hornbill Service Management Ltd.
16. Efecte Plc
17. NinjaOne, LLC
18. Aisera, Inc.
19. Halo Service Solutions Ltd.
20. InvGate S.R.L.

Additional Benefits:

• The market estimate (ME) sheet in Excel format
• 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

• 1.1 Study Assumptions and Market Definition
• 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET LANDSCAPE

• 4.1 Market Overview
• 4.2 Market Drivers
  • 4.2.1 Cloud-Native Service Management Adoption in Regulated BFSI Environments
  • 4.2.2 GenAI-Enabled Incident Resolution and Workflow Automation
  • 4.2.3 FinOps and Service Cost Governance Inside ITSM
  • 4.2.4 Audit-Ready Change, Risk, and Compliance Workflows
  • 4.2.5 Hybrid Workforce Service Delivery Expectations in Banks and Insurers
  • 4.2.6 Low-Code Enterprise Service Management Expansion Beyond IT
• 4.3 Market Restraints
  • 4.3.1 Legacy ITSM Migration Risk and Process Reengineering Burden
  • 4.3.2 Data Residency, Privacy, and Model-Governance Constraints
  • 4.3.3 High Integration Complexity Across Core Banking and Security Stacks
  • 4.3.4 Change Fatigue From Tool Sprawl and User Adoption Resistance
• 4.4 Industry Value Chain Analysis
• 4.5 Regulatory Landscape
• 4.6 Technological Outlook
• 4.7 Porter's Five Forces Analysis
  • 4.7.1 Bargaining Power of Suppliers
  • 4.7.2 Bargaining Power of Buyers
  • 4.7.3 Threat of New Entrants
  • 4.7.4 Threat of Substitutes
  • 4.7.5 Intensity of Competitive Rivalry
• 4.8 Impact of Macroeconomic Factors on the Market

5 MARKET SIZE AND GROWTH FORECASTS (VALUES)

• 5.1 By Component
  • 5.1.1 Solutions
  • 5.1.2 Services
• 5.2 By Deployment
  • 5.2.1 Cloud
  • 5.2.2 On-premise
  • 5.2.3 Hybrid
• 5.3 By Application
  • 5.3.1 Service Desk and Incident Management
  • 5.3.2 Asset and Configuration Management
  • 5.3.3 Change and Release Management
  • 5.3.4 Service Request Management
  • 5.3.5 Knowledge Management
  • 5.3.6 Other Applications
• 5.4 By Enterprise Size
  • 5.4.1 Large Enterprises
  • 5.4.2 Small and Mid-size Enterprises (SME)
• 5.5 By Geography
  • 5.5.1 North America
    • 5.5.1.1 United States
    • 5.5.1.2 Canada
    • 5.5.1.3 Mexico
  • 5.5.2 South America
    • 5.5.2.1 Brazil
    • 5.5.2.2 Argentina
    • 5.5.2.3 Rest of South America
  • 5.5.3 Europe
    • 5.5.3.1 Germany
    • 5.5.3.2 United Kingdom
    • 5.5.3.3 France
    • 5.5.3.4 Russia
    • 5.5.3.5 Spain
    • 5.5.3.6 Rest of Europe
  • 5.5.4 Asia-Pacific
    • 5.5.4.1 China
    • 5.5.4.2 Japan
    • 5.5.4.3 India
    • 5.5.4.4 South Korea
    • 5.5.4.5 Southeast Asia
    • 5.5.4.6 Rest of Asia-Pacific
  • 5.5.5 Middle East and Africa
    • 5.5.5.1 Middle East
      • 5.5.5.1.1 Saudi Arabia
      • 5.5.5.1.2 United Arab Emirates
      • 5.5.5.1.3 Turkey
      • 5.5.5.1.4 Rest of Middle East
    • 5.5.5.2 Africa
      • 5.5.5.2.1 South Africa
      • 5.5.5.2.2 Nigeria
      • 5.5.5.2.3 Egypt
      • 5.5.5.2.4 Rest of Africa

6 COMPETITIVE LANDSCAPE

• 6.1 Market Concentration
• 6.2 Strategic Moves
• 6.3 Market Share Analysis
• 6.4 Company Profiles (includes Global Level Overview, Market Level Overview, Core Segments, Financials as available, Strategic Information, Market Rank/Share, Products and Services, Recent Developments)
  • 6.4.1 ServiceNow Inc.
  • 6.4.2 BMC Software, Inc.
  • 6.4.3 Atlassian Corporation Plc
  • 6.4.4 Ivanti, Inc.
  • 6.4.5 Freshworks Inc.
  • 6.4.6 OpenText Corporation
  • 6.4.7 IBM Corporation
  • 6.4.8 Broadcom Inc.
  • 6.4.9 ManageEngine (Zoho Corporation Pvt. Ltd.)
  • 6.4.10 SolarWinds Corporation
  • 6.4.11 EasyVista, Inc.
  • 6.4.12 SysAid Technologies Ltd.
  • 6.4.13 TOPdesk BV
  • 6.4.14 4me, Inc.
  • 6.4.15 Hornbill Service Management Ltd.
  • 6.4.16 Efecte Plc
  • 6.4.17 NinjaOne, LLC
  • 6.4.18 Aisera, Inc.
  • 6.4.19 Halo Service Solutions Ltd.
  • 6.4.20 InvGate S.R.L.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment