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

According to Mordor Intelligence, the iT service management market size is expected to increase from USD 12.84 billion in 2025 to USD 14.85 billion in 2026 and reach USD 31.71 billion by 2031, growing at a CAGR of 16.38% over 2026-2031.

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, and More), End-User Industry (BFSI, Manufacturing, Government and Public Sector, and More), Enterprise Size (Large Enterprises, and SME), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

Global ITSM Market Trends and Insights

AI-Driven Service Automation And AIops Integration

AI is moving from support assistance into direct workflow execution across the IT service management market. Vendors now position autonomous agents to resolve service desk cases, manage incidents, and support employee workflows with less manual intervention than earlier copilots allowed. Freshworks also expanded AI service delivery with Agent Studio, MCP Gateway, and xLA support, which shows that automation is becoming part of platform design rather than an optional feature layer. As these tools mature, the IT service management market is shifting from faster ticket handling toward more proactive detection, routing, and remediation, especially where incident data, workflows, and knowledge assets sit on the same platform. That makes platform consolidation more valuable because isolated AI tools do not carry the same workflow context or governance depth as integrated systems built for enterprise control.

Shift To Cloud-Native ITSM Platforms

Cloud-native design remains a strong growth force in the IT service management market because it supports faster releases, easier scaling, and broader integration with collaboration, identity, and DevOps systems. Vendors can update SaaS environments more frequently than on-premise deployments, which keeps AI features, workflow templates, and compliance tools moving into production at a quicker pace. This difference matters because buyers increasingly compare platforms on how quickly useful functions arrive after purchase, not only on initial deployment choice. The cloud model also fits subscription spending patterns and reduces infrastructure management work for customers, which improves adoption across both large enterprises and smaller organizations. Even where regulated users retain some private infrastructure, the IT service management market continues to benefit because hybrid models still depend on cloud-led orchestration and service design.

Legacy Migration Complexity And High Switching Cost

Migration remains a real barrier in the IT service management market because large deployments often carry years of workflow customization, CMDB structure changes, and service history. That complexity raises the cost of vendor switching, especially in regulated environments where change approval, asset relationships, and audit records are tightly embedded in the platform. IBM and ServiceNow framed legacy modernization and AI-ready data as a joint enterprise problem in their 2026 collaboration update, which reflects how difficult older environments are to modernize without coordinated tooling and process work. BMC also continued CMDB and suite-level enhancements in its 2026 Helix releases, which underlines the operational weight that configuration data and platform structure still carry in enterprise service management. This keeps renewal decisions cautious across the IT service management market, because buyers must weigh feature gains against operational disruption, retraining, and data transition risk.

Other drivers and restraints analyzed in the detailed report include:

1. Unified Management For Hybrid And Multicloud Estates
2. Low-Code And No-Code Orchestration For Citizen ITSM
3. Shortage Of Skilled ITSM And ITOM Professionals

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

Segment Analysis

The Solutions segment held 62.61% of the IT service management market share in 2025, which reflected the shift from project-heavy deployments toward recurring platform subscriptions. This lead shows that buyers increasingly value the software layer itself, rather than the consulting effort required to install it. In the IT service management market, cloud delivery has shortened deployment cycles and moved more spending toward licensing, workflow modules, and AI-enabled add-ons. Solutions are projected to show a significant CAGR through 2031, which keeps this segment at the center of value capture as vendors sell more automation, knowledge, and compliance functions. That growth also reflects the way customers now expect ongoing product improvement rather than long gaps between major upgrades.

Services are projected to expand at a 18.01% CAGR through 2031. The Services segment matters because large buyers continue to need implementation support, integration work, managed administration, and training to keep complex environments stable. Demand for these services rises when organizations migrate from legacy tools, extend workflows beyond IT, or bring hybrid infrastructure into a single operating model. In the IT service management industry, services also support customers that lack in-house process depth, especially when AI capabilities require careful governance and data cleanup before deployment. The service mix is changing as well, because managed services and fixed-scope migration packages reduce the perceived burden of modernization for mid-market buyers. Even so, the revenue balance in the IT service management market keeps moving toward solutions because recurring platform value is growing faster than one-time deployment work.

Cloud deployment accounted for 59.62% share of the IT service management market size in 2025, which confirmed that SaaS has become the default choice for new platform buying. The cloud segment is projected to expand at a 18.21% CAGR through 2031, which keeps it ahead of other deployment models across the IT service management market. Buyers favor cloud because it reduces infrastructure overhead, supports elastic user growth, and allows vendors to deliver new capabilities without customer-led upgrade cycles. This matters more in 2026 because AI agents, observability links, and automation templates are changing fast, and customers want access to those updates as they are released. Cloud also fits subscription spending models, which has made enterprise-grade ITSM more reachable for organizations that once delayed adoption for budget reasons.

On-premise remains relevant in government, central banking, defense, and other settings where data location and security policy limit full SaaS use. These organizations still need service management, but they often buy it through tightly controlled infrastructure and longer release cycles. Hybrid models are therefore gaining ground because they let enterprises place high-volume service desk workflows in the cloud while retaining sensitive change and configuration data on private systems. This keeps the IT service management market balanced between innovation access and control requirements rather than forcing a full switch in every account. Over time, hybrid demand also supports vendors with strong orchestration and policy management, because mixed environments need stable process control across several technology layers.

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 ITSM Applications
• By End-User Industry
  • BFSI
  • Manufacturing
  • Government and Public Sector
  • IT and Telecommunications
  • Retail and E-Commerce
  • Healthcare
  • Travel and Hospitality
  • Other End-User Industries
• 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 38.02% of the IT service management market size in 2025, which kept it in the leading regional position. The region benefits from high cloud maturity, established service management practices, and a concentrated presence of major vendors and large enterprise buyers. The United States remained the main revenue center because financial services, technology, and healthcare organizations continued to invest in governed digital operations across the IT service management market. Canada supported demand through public sector digitization and enterprise modernization, while Mexico benefited from nearshoring-related infrastructure expansion and a growing need for process control. Europe remained the second-largest regional market, supported by manufacturing, financial services, and telecommunications demand across mature enterprise environments.

Asia-Pacific is projected to expand at a 19.90% CAGR through 2031, which makes it the fastest-growing region in the IT service management market. India is a major driver because domestic cloud adoption, data localization requirements, and the scale of the outsourcing base continue to push investment in formal service management capabilities. China adds volume through large enterprise deployments in manufacturing and banking, where process consistency and operational oversight remain important. Japan also supports growth as organizations invest more in automation and structured IT operations to manage service quality across complex technology estates. Across Southeast Asia, greenfield adoption supports the IT service management market because many buyers move directly to cloud-first platforms instead of carrying long on-premise replacement cycles.

South America remains smaller in value, but Brazil and Argentina continue to generate most regional demand through modernization work in financial services and government. These buyers often adopt formal service management as part of broader digitization programs, which supports steady but selective growth. The Middle East gains support from national digital transformation agendas in Saudi Arabia and the UAE, where public sector and telecom investments are expanding process-led service operations. Africa is still earlier in adoption, but South Africa, Nigeria, and Egypt present room for cloud-first growth because they can adopt current platforms without the same legacy burden seen in older enterprise environments.

1. ServiceNow, Inc.
2. IBM Corporation
3. BMC Software, Inc.
4. Atlassian Corporation Plc
5. Ivanti, Inc.
6. Freshworks Inc.
7. ManageEngine, a division of Zoho Corporation Pvt. Ltd.
8. Broadcom Inc.
9. Open Text Corporation
10. Micro Focus International plc
11. ASG Technologies Group, Inc.
12. SysAid Technologies Ltd.
13. Cherwell Software, LLC
14. TOPdesk B.V.
15. Hornbill Service Management Ltd.
16. SymphonyAI Summit
17. EasyVista S.A.
18. SolarWinds Corporation
19. Atlassian Corporation Plc
20. Axelos Limited

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 Shift to Cloud-Native ITSM Platforms
  • 4.2.2 AI Driven Service Automation and AIOps Integration
  • 4.2.3 Unified Management for Hybrid and Multicloud Estates
  • 4.2.4 Low Code and No Code Orchestration for Citizen ITSM
  • 4.2.5 FinOps and GreenOps Reporting Embedded in ITSM
  • 4.2.6 Edge Computing and 5G Operations Onboarding to ITSM
• 4.3 Market Restraints
  • 4.3.1 Legacy Migration Complexity and High Switching Cost
  • 4.3.2 Shortage of Skilled ITSM and ITOM Professionals
  • 4.3.3 Emerging AI Governance and Data Residency Regulations
  • 4.3.4 Rising Observability Data Costs Causing Tool Sprawl
• 4.4 Industry Value Chain Analysis
• 4.5 Impact of Macroeconomic Factors
• 4.6 Regulatory Landscape
• 4.7 Technological Outlook
• 4.8 Porter's Five Forces Analysis
  • 4.8.1 Bargaining Power of Suppliers
  • 4.8.2 Bargaining Power of Buyers
  • 4.8.3 Threat of New Entrants
  • 4.8.4 Threat of Substitutes
  • 4.8.5 Intensity of Competitive Rivalry

5 MARKET SIZE AND GROWTH FORECASTS

• 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 ITSM Applications
• 5.4 By End-User Industry
  • 5.4.1 BFSI
  • 5.4.2 Manufacturing
  • 5.4.3 Government and Public Sector
  • 5.4.4 IT and Telecommunications
  • 5.4.5 Retail and E-Commerce
  • 5.4.6 Healthcare
  • 5.4.7 Travel and Hospitality
  • 5.4.8 Other End-User Industries
• 5.5 By Enterprise Size
  • 5.5.1 Large Enterprises
  • 5.5.2 Small and Mid-Size Enterprises (SME)
• 5.6 By Geography
  • 5.6.1 North America
    • 5.6.1.1 United States
    • 5.6.1.2 Canada
    • 5.6.1.3 Mexico
  • 5.6.2 South America
    • 5.6.2.1 Brazil
    • 5.6.2.2 Argentina
    • 5.6.2.3 Rest of South America
  • 5.6.3 Europe
    • 5.6.3.1 Germany
    • 5.6.3.2 United Kingdom
    • 5.6.3.3 France
    • 5.6.3.4 Russia
    • 5.6.3.5 Spain
    • 5.6.3.6 Rest of Europe
  • 5.6.4 Asia-Pacific
    • 5.6.4.1 China
    • 5.6.4.2 Japan
    • 5.6.4.3 India
    • 5.6.4.4 South Korea
    • 5.6.4.5 Southeast Asia
    • 5.6.4.6 Rest of Asia-Pacific
  • 5.6.5 Middle East and Africa
    • 5.6.5.1 Middle East
      • 5.6.5.1.1 Saudi Arabia
      • 5.6.5.1.2 United Arab Emirates
      • 5.6.5.1.3 Turkey
      • 5.6.5.1.4 Rest of Middle East
    • 5.6.5.2 Africa
      • 5.6.5.2.1 South Africa
      • 5.6.5.2.2 Nigeria
      • 5.6.5.2.3 Egypt
      • 5.6.5.2.4 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 IBM Corporation
  • 6.4.3 BMC Software, Inc.
  • 6.4.4 Atlassian Corporation Plc
  • 6.4.5 Ivanti, Inc.
  • 6.4.6 Freshworks Inc.
  • 6.4.7 ManageEngine, a division of Zoho Corporation Pvt. Ltd.
  • 6.4.8 Broadcom Inc.
  • 6.4.9 Open Text Corporation
  • 6.4.10 Micro Focus International plc
  • 6.4.11 ASG Technologies Group, Inc.
  • 6.4.12 SysAid Technologies Ltd.
  • 6.4.13 Cherwell Software, LLC
  • 6.4.14 TOPdesk B.V.
  • 6.4.15 Hornbill Service Management Ltd.
  • 6.4.16 SymphonyAI Summit
  • 6.4.17 EasyVista S.A.
  • 6.4.18 SolarWinds Corporation
  • 6.4.19 Atlassian Corporation Plc
  • 6.4.20 Axelos Limited

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-space and Unmet-Need Assessment