조사회사 : MarketsandMarkets (마켓츠앤마켓츠) 출판년월 : 2024년01월
IT Service Management (ITSM) Market – Global Forecast to 2028
IT 서비스 관리 (ITSM) 시장 : 제공 내용 [솔루션(체인지 및 구성 관리, 운영 및 성능 관리), 서비스], 도입 모델, 조직 규모, 업종, 지역별 – 2028년까지의 세계 예측
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
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Report Overview
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.
ITSM 시장 규모는 예측 기간 동안 연평균 성장률(CAGR) 15.9%로 2023년 105억 달러에서 2028년까지 221억 달러로 성장할 것으로 예상됩니다.
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:
§ 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%
* Others include sales managers, marketing managers, and product managers
**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.
Table of Contents
1 INTRODUCTION 27
1.1 STUDY OBJECTIVES 27
1.2 MARKET DEFINITION 27
1.3 STUDY SCOPE 28
1.3.1 MARKET SEGMENTATION 28
1.3.2 INCLUSIONS & EXCLUSIONS 28
1.3.3 REGIONS COVERED 29
1.4 YEARS CONSIDERED 30
1.5 CURRENCY CONSIDERED 30
TABLE 1 USD EXCHANGE RATES, 2018–2022 31
1.6 STAKEHOLDERS 31
1.7 RECESSION IMPACT 31
2 RESEARCH METHODOLOGY 32
2.1 RESEARCH DATA 32
FIGURE 1 ITSM MARKET: RESEARCH DESIGN 33
2.1.1 SECONDARY DATA 34
2.1.2 PRIMARY DATA 34
2.1.2.1 Breakup of primary profiles 35
FIGURE 2 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION 35
2.1.2.2 Key industry insights 35
2.2 MARKET BREAKUP AND DATA TRIANGULATION 36
2.3 MARKET SIZE ESTIMATION 37
FIGURE 3 ITSM MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 37
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS 38
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY – BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF ITSM VENDORS 39
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY – (SUPPLY SIDE): ILLUSTRATION OF VENDOR REVENUE ESTIMATION 40
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (DEMAND SIDE): REVENUE GENERATED FROM VERTICALS 40
FIGURE 8 MARKET SIZE ESTIMATION METHODOLOGY: APPROACH 2 (DEMAND SIDE) 41
2.4 MARKET FORECAST 41
TABLE 2 FACTOR ANALYSIS 41
2.5 RESEARCH ASSUMPTIONS 42
2.6 LIMITATIONS AND RISK ASSESSMENT 44
2.7 IMPACT OF RECESSION ON GLOBAL ITSM MARKET 45
TABLE 3 RECESSION IMPACT 45
3 EXECUTIVE SUMMARY 46
3.1 OVERVIEW OF RECESSION IMPACT 47
FIGURE 9 MAJOR SEGMENTS IN ITSM MARKET 48
FIGURE 10 ITSM MARKET: REGIONAL SNAPSHOT 49
4 PREMIUM INSIGHTS 50
4.1 ATTRACTIVE OPPORTUNITIES FOR PLAYERS IN ITSM MARKET 50
FIGURE 11 FOCUS ON IMPROVING CUSTOMER EXPERIENCE AND SIMPLIFYING IT OPERATIONS WORKFLOW TO DRIVE MARKET 50
4.2 ITSM MARKET, BY OFFERING 50
FIGURE 12 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE BY 2028 50
4.3 ITSM MARKET, BY SOLUTION 51
FIGURE 13 OPERATIONS & PERFORMANCE MANAGEMENT SEGMENT TO LEAD MARKET DURING FORECAST PERIOD 51
4.4 ITSM MARKET, BY DEPLOYMENT MODEL 51
FIGURE 14 CLOUD SEGMENT TO LEAD MARKET DURING FORECAST PERIOD 51
4.5 ITSM MARKET, BY ORGANIZATION SIZE 52
FIGURE 15 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE DURING FORECAST PERIOD 52
4.6 ITSM MARKET, BY VERTICAL 52
FIGURE 16 BFSI SEGMENT TO ACCOUNT FOR LARGEST MARKET SHARE BY 2028 52
4.7 ITSM MARKET: REGIONAL SCENARIO 53
FIGURE 17 ASIA PACIFIC TO EMERGE AS LUCRATIVE MARKET FOR INVESTMENTS IN NEXT FIVE YEARS 53
5 MARKET OVERVIEW AND INDUSTRY TRENDS 54
5.1 INTRODUCTION 54
5.2 MARKET DYNAMICS 54
FIGURE 18 ITSM MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 54
5.2.1 DRIVERS 55
5.2.1.1 Increasing shift to cloud-based technologies 55
5.2.1.2 Simplification and synchronization of IT resources 55
5.2.1.3 Automated management of IT processes and policies 55
5.2.1.4 Benefits of agile implementation, easy deployment, and OPEX model 56
5.2.2 RESTRAINTS 56
5.2.2.1 Lack of technical knowledge and expertise 56
5.2.2.2 Security and privacy concerns for confidential data and business processes 56
5.2.3 OPPORTUNITIES 57
5.2.3.1 Widespread adoption of BYOD trend and increasing mobile workforce 57
5.2.3.2 Increasing government initiatives for necessary technology usage 57
5.2.3.3 Continuous developments in 5G technology 57
5.2.3.4 Emergence of AI to automate processes 57
5.2.4 CHALLENGES 58
5.2.4.1 Effective workforce management 58
5.2.4.2 Cybersecurity concerns arising out of breaches 58
5.3 CASE STUDY ANALYSIS 58
5.3.1 CASE STUDY 1: TECNOLÓGICO DE MONTERREY DEPLOYED ITSM SOLUTIONS TO REVOLUTIONIZE USER EXPERIENCE 58
5.3.2 CASE STUDY 2: NEXTIVA DEPLOYED ATLASSIAN’S JIRA SERVICE MANAGEMENT TO ACHIEVE EFFECTIVE SERVICE PROVISION 59
5.3.3 CASE STUDY 3: WILDBERRIES ADOPTED AXIOS ASSIST TO ENHANCE AND OPTIMIZE BUSINESS SUPPORT PROCESS(ES) TO INCREASE REVENUE 60
5.3.4 CASE STUDY 4: TELEFÓNICA DEPLOYED BMC SOFTWARE’S SOLUTIONS TO ACHIEVE IMPROVED SOFTWARE ASSET MANAGEMENT 61
5.3.5 CASE STUDY 5: ALGAR TECH IMPLEMENTED BROADCOM’S SOLUTIONS TO LEVERAGE ITSM SERVICE PROVISION FOR OPTIMAL PRODUCTION AND BUSINESS GROWTH 61
5.4 ECOSYSTEM ANALYSIS 62
FIGURE 19 ECOSYSTEM MAP 62
5.5 VALUE CHAIN ANALYSIS 63
FIGURE 20 VALUE CHAIN ANALYSIS 64
5.6 TECHNOLOGY ANALYSIS 64
5.6.1 KEY TECHNOLOGIES 64
5.6.1.1 Chatops 64
5.6.1.2 Self-service portals 65
5.6.1.3 Artificial intelligence 65
5.6.1.4 Machine learning 65
5.6.2 COMPLEMENTARY TECHNOLOGIES 66
5.6.2.1 Microservices 66
5.6.2.2 API integrations 66
5.6.3 ADJACENT TECHNOLOGIES 66
5.6.3.1 Augmented reality (AR) & virtual reality (VR) 66
5.6.3.2 5G 66
5.7 PRICING ANALYSIS 67
5.7.1 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS 68
TABLE 4 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS OFFERED BY KEY PLAYERS 68
5.8 BUSINESS MODEL ANALYSIS 69
5.9 PATENT ANALYSIS 70
FIGURE 21 NUMBER OF PATENTS PUBLISHED, 2012–2023 70
FIGURE 22 TOP FIVE PATENT OWNERS (GLOBAL) 71
TABLE 5 TOP TEN PATENT OWNERS 71
TABLE 6 PATENTS GRANTED TO VENDORS IN ITSM MARKET 72
5.10 PORTER’S FIVE FORCES ANALYSIS 74
FIGURE 23 ITSM MARKET: PORTER’S FIVE FORCES ANALYSIS 74
TABLE 7 IMPACT OF PORTER’S FIVE FORCES ON ITSM MARKET 74
5.10.1 THREAT OF NEW ENTRANTS 75
5.10.2 THREAT OF SUBSTITUTES 75
5.10.3 BARGAINING POWER OF SUPPLIERS 75
5.10.4 BARGAINING POWER OF BUYERS 76
5.10.5 INTENSITY OF COMPETITION RIVALRY 76
5.11 REGULATORY LANDSCAPE 76
5.11.1 REGULATIONS, BY REGION 76
5.11.1.1 North America 76
TABLE 8 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 76
5.11.1.2 Europe 77
TABLE 9 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 77
5.11.1.3 Asia Pacific 78
TABLE 10 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 78
5.11.1.4 Rest of the World 79
TABLE 11 REST OF THE WORLD: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 79
5.12 KEY CONFERENCES & EVENTS 80
TABLE 12 ITSM MARKET: DETAILED LIST OF CONFERENCES & EVENTS, 2023–2024 80
5.13 EMERGING TRENDS IN ITSM MARKET 81
FIGURE 24 MAJOR YCC TRENDS TO DRIVE FUTURE REVENUE PROSPECTS IN ITSM MARKET 81
5.14 KEY STAKEHOLDERS AND BUYING CRITERIA 82
5.14.1 KEY STAKEHOLDERS IN BUYING PROCESS 82
FIGURE 25 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS 82
TABLE 13 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS 82
5.14.2 BUYING CRITERIA 83
FIGURE 26 KEY BUYING CRITERIA FOR TOP VERTICALS 83
TABLE 14 KEY BUYING CRITERIA FOR TOP VERTICALS 83
6 ITSM MARKET, BY OFFERING 84
6.1 INTRODUCTION 85
FIGURE 27 SOLUTIONS SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023 85
6.1.1 OFFERINGS: ITSM MARKET DRIVERS 85
TABLE 15 ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 86
TABLE 16 ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 86
6.2 SOLUTIONS 86
6.2.1 ITSM SOLUTIONS AID IN COST REDUCTION, TIME SAVING, AND PROCESS AGILITY 86
FIGURE 28 OPERATIONS & PERFORMANCE MANAGEMENT SEGMENT TO ACCOUNT FOR LARGEST MARKET IN 2023 87
TABLE 17 ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION) 87
TABLE 18 ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 88
TABLE 19 SOLUTIONS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 88
TABLE 20 SOLUTIONS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 88
6.2.2 SERVICE PORTFOLIO MANAGEMENT 89
6.2.2.1 Service catalog management 89
6.2.2.2 Service pipeline management 89
6.2.2.3 Demand management 89
6.2.2.4 Others 89
TABLE 21 SERVICE PORTFOLIO MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 90
TABLE 22 SERVICE PORTFOLIO MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 90
6.2.3 CONFIGURATION & CHANGE MANAGEMENT 90
6.2.3.1 Configuration management database 91
6.2.3.2 Change control 91
6.2.3.3 Version control 91
6.2.3.4 Others 91
TABLE 23 CONFIGURATION & CHANGE MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 92
TABLE 24 CONFIGURATION & CHANGE MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 92
6.2.4 SERVICE DESK SOFTWARE 92
6.2.4.1 Incident management 92
6.2.4.2 Problem management 93
6.2.4.3 Service request management 93
6.2.4.4 Knowledge base 93
6.2.4.5 Others 93
TABLE 25 SERVICE DESK SOFTWARE: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 94
TABLE 26 SERVICE DESK SOFTWARE: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 94
6.2.5 OPERATIONS & PERFORMANCE MANAGEMENT 94
6.2.5.1 Performance monitoring 94
6.2.5.2 Capacity management 95
6.2.5.3 Event management 95
6.2.5.4 Others 95
TABLE 27 OPERATIONS & PERFORMANCE MANAGEMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 96
TABLE 28 OPERATIONS & PERFORMANCE MANAGEMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 96
6.2.6 DASHBOARD, REPORTING, AND ANALYTICS 96
TABLE 29 DASHBOARD, REPORTING, AND ANALYTICS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 97
TABLE 30 DASHBOARD, REPORTING, AND ANALYTICS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 97
6.3 SERVICES 97
6.3.1 MANAGED AND PROFESSIONAL SERVICES HELP LEVERAGE ITSM ADOPTION AMONG ENTERPRISES 97
FIGURE 29 PROFESSIONAL SERVICES SEGMENT TO LEAD MARKET IN 2023 98
TABLE 31 ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION) 98
TABLE 32 ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION) 98
TABLE 33 SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 99
TABLE 34 SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 99
6.3.2 MANAGED SERVICES 99
TABLE 35 MANAGED SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 99
TABLE 36 MANAGED SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 100
6.3.3 PROFESSIONAL SERVICES 100
TABLE 37 PROFESSIONAL SERVICES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 100
TABLE 38 PROFESSIONAL SERVICES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 101
6.3.3.1 Consulting 101
6.3.3.2 Integration & implementation 101
6.3.3.3 Training, support, and maintenance 101
7 ITSM MARKET, BY ORGANIZATION SIZE 102
7.1 INTRODUCTION 103
FIGURE 30 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023 103
7.1.1 ORGANIZATION SIZE: ITSM MARKET DRIVERS 103
TABLE 39 ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 104
TABLE 40 ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 104
7.2 LARGE ENTERPRISES 104
7.2.1 NEED FOR MANAGEMENT AND OPERATIONAL IMPROVEMENT TO LEAD TO LARGE-SCALE ADOPTION OF ITSM SERVICES 104
TABLE 41 LARGE ENTERPRISES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 105
TABLE 42 LARGE ENTERPRISES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 105
7.3 SMES 105
7.3.1 SMES GAIN COMPETITIVE ADVANTAGE WITH ITSM ADOPTION, PRACTICE, AND IMPLEMENTATION 105
TABLE 43 SMES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 106
TABLE 44 SMES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 106
8 ITSM MARKET, BY DEPLOYMENT MODEL 107
8.1 INTRODUCTION 108
FIGURE 31 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET IN 2023 108
8.1.1 DEPLOYMENT MODELS: ITSM MARKET DRIVERS 108
TABLE 45 ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION) 109
TABLE 46 ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION) 109
8.2 ON-PREMISES 109
8.2.1 ON-PREMISES CUSTOMIZATION OF ITSM SOLUTIONS TO ACHIEVE PRODUCTION EXCELLENCY AND ENSURE DATA SOVEREIGNTY 109
TABLE 47 ON-PREMISES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 110
TABLE 48 ON-PREMISES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 110
8.3 CLOUD 110
8.3.1 GROWING NEED FOR CLOUD DEPLOYMENT OF ITSM SOLUTIONS FOR RAPID DEVELOPMENT AND SEAMLESS SERVICE PROVISION TO BOOST MARKET 110
TABLE 49 CLOUD: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 111
TABLE 50 CLOUD: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 111
9 ITSM MARKET, BY VERTICAL 112
9.1 INTRODUCTION 113
FIGURE 32 IT & ITES VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 113
9.1.1 VERTICALS: ITSM MARKET DRIVERS 113
TABLE 51 ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION) 114
TABLE 52 ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 115
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI) 115
TABLE 53 BFSI: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 116
TABLE 54 BFSI: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 116
9.2.1 BFSI: APPLICATION AREAS 116
9.2.1.1 Transaction processing 116
9.2.1.2 Security management 116
9.2.1.3 Compliance management 117
9.2.1.4 Other BFSI applications 117
9.3 TELECOMMUNICATIONS 117
TABLE 55 TELECOMMUNICATIONS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 117
TABLE 56 TELECOMMUNICATIONS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 118
9.3.1 TELECOMMUNICATIONS: APPLICATION AREAS 118
9.3.1.1 Network management 118
9.3.1.2 Service provisioning 118
9.3.1.3 Incident management 118
9.3.1.4 Other telecommunication applications 119
9.4 IT & ITES 119
TABLE 57 IT & ITES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 119
TABLE 58 IT & ITES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 120
9.4.1 IT & ITES: APPLICATION AREAS 120
9.4.1.1 Service desk support 120
9.4.1.2 Change management 120
9.4.1.3 Application development & maintenance 120
9.4.1.4 Other IT & ITeS applications 120
9.5 GOVERNMENT & PUBLIC SECTOR 121
TABLE 59 GOVERNMENT & PUBLIC SECTOR: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 121
TABLE 60 GOVERNMENT & PUBLIC SECTOR: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 121
9.5.1 GOVERNMENT & PUBLIC SECTOR: APPLICATION AREAS 122
9.5.1.1 eGovernment services 122
9.5.1.2 IT infrastructure management 122
9.5.1.3 Security & compliance 122
9.5.1.4 Other government & public sector applications 122
9.6 RETAIL & CONSUMER GOODS 123
TABLE 61 RETAIL & CONSUMER GOODS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 123
TABLE 62 RETAIL & CONSUMER GOODS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 123
9.6.1 RETAIL & CONSUMER GOODS: APPLICATION AREAS 124
9.6.1.1 eCommerce platform management 124
9.6.1.2 Inventory management systems 124
9.6.1.3 Customer support 124
9.6.1.4 Other retail & consumer goods applications 124
9.7 MANUFACTURING 125
TABLE 63 MANUFACTURING: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 125
TABLE 64 MANUFACTURING: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 125
9.7.1 MANUFACTURING: APPLICATION AREAS 126
9.7.1.1 Manufacturing Execution Systems (MESs) 126
9.7.1.2 Supply chain management 126
9.7.1.3 Quality control systems 126
9.7.1.4 Other manufacturing applications 126
9.8 ENERGY & UTILITIES 127
TABLE 65 ENERGY & UTILITIES: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 127
TABLE 66 ENERGY & UTILITIES: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 127
9.8.1 ENERGY & UTILITIES: APPLICATION AREAS 128
9.8.1.1 Smart grid management 128
9.8.1.2 SCADA systems 128
9.8.1.3 Asset management 128
9.8.1.4 Other energy & utility applications 128
9.9 MEDIA & ENTERTAINMENT 129
TABLE 67 MEDIA & ENTERTAINMENT: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 129
TABLE 68 MEDIA & ENTERTAINMENT: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 129
9.9.1 MEDIA & ENTERTAINMENT: APPLICATION AREAS 130
9.9.1.1 Content Management Systems (CMSs) 130
9.9.1.2 Digital Rights Management (DRM) 130
9.9.1.3 Broadcasting systems 130
9.9.1.4 Other BFSI applications 130
9.10 HEALTHCARE 131
TABLE 69 HEALTHCARE: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 131
TABLE 70 HEALTHCARE: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 131
9.10.1 HEALTHCARE: APPLICATION AREAS 132
9.10.1.1 Electronic Health Records (EHRs) 132
9.10.1.2 Healthcare IT systems management 132
9.10.1.3 Patient care applications 132
9.10.1.4 Other healthcare applications 132
9.11 EDUCATION 133
TABLE 71 EDUCATION: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 133
TABLE 72 EDUCATION: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 133
9.11.1 EDUCATION: APPLICATION AREAS 134
9.11.1.1 Learning Management Systems (LMSs) 134
9.11.1.2 Student Information Systems (SISs) 134
9.11.1.3 Campus IT infrastructure 134
9.11.1.4 Other education applications 134
9.12 OTHER VERTICALS 135
TABLE 73 OTHER VERTICALS: ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 135
TABLE 74 OTHER VERTICALS: ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 135
10 ITSM MARKET, BY REGION 136
10.1 INTRODUCTION 137
FIGURE 33 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 137
TABLE 75 ITSM MARKET, BY REGION, 2018–2022 (USD MILLION) 138
TABLE 76 ITSM MARKET, BY REGION, 2023–2028 (USD MILLION) 138
10.2 NORTH AMERICA 138
10.2.1 NORTH AMERICA: ITSM MARKET DRIVERS 139
10.2.2 NORTH AMERICA: RECESSION IMPACT 140
FIGURE 34 NORTH AMERICA: MARKET SNAPSHOT 141
TABLE 77 NORTH AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 141
TABLE 78 NORTH AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 141
TABLE 79 NORTH AMERICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION) 142
TABLE 80 NORTH AMERICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 142
TABLE 81 NORTH AMERICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION) 142
TABLE 82 NORTH AMERICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION) 142
TABLE 83 NORTH AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION) 143
TABLE 84 NORTH AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION) 143
TABLE 85 NORTH AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 143
TABLE 86 NORTH AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 143
TABLE 87 NORTH AMERICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION) 144
TABLE 88 NORTH AMERICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 144
TABLE 89 NORTH AMERICA: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION) 145
TABLE 90 NORTH AMERICA: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 145
10.2.3 US 145
10.2.3.1 US government initiatives toward regulating cloud services such as FedRAMP 145
TABLE 91 US: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 145
TABLE 92 US: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 146
TABLE 93 US: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 146
TABLE 94 US: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 146
10.2.4 CANADA 146
10.2.4.1 High adoption of big data and government digital services offered in Canada 146
TABLE 95 CANADA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 147
TABLE 96 CANADA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 147
TABLE 97 CANADA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 147
TABLE 98 CANADA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 147
10.3 EUROPE 148
10.3.1 EUROPE: ITSM MARKET DRIVERS 148
10.3.2 EUROPE: RECESSION IMPACT 148
TABLE 99 EUROPE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 149
TABLE 100 EUROPE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 149
TABLE 101 EUROPE: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION) 150
TABLE 102 EUROPE: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 150
TABLE 103 EUROPE: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION) 150
TABLE 104 EUROPE: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION) 150
TABLE 105 EUROPE: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION) 151
TABLE 106 EUROPE: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION) 151
TABLE 107 EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 151
TABLE 108 EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 151
TABLE 109 EUROPE: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION) 152
TABLE 110 EUROPE: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 152
TABLE 111 EUROPE: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION) 153
TABLE 112 EUROPE: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 153
10.3.3 UK 153
10.3.3.1 Extensive initiatives by UK government and European Parliament for servers and data storage products 153
TABLE 113 UK: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 154
TABLE 114 UK: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 154
TABLE 115 UK: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 154
TABLE 116 UK: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 155
10.3.4 GERMANY 155
10.3.4.1 Industry 4.0, increased digital economy initiatives, high industrial tech spending, and growth in smart cities in Germany 155
TABLE 117 GERMANY: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 155
TABLE 118 GERMANY: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 155
TABLE 119 GERMANY: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 156
TABLE 120 GERMANY: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 156
10.3.5 FRANCE 156
10.3.5.1 National investment program to support Digital France Plan for 2025 to encourage companies to expand in country 156
TABLE 121 FRANCE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 156
TABLE 122 FRANCE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 157
TABLE 123 FRANCE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 157
TABLE 124 FRANCE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 157
10.3.6 NETHERLANDS 157
10.3.6.1 Digital transformation with hybrid workspaces to drive need for ITSM foundation in Netherlands 157
TABLE 125 NETHERLANDS: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 158
TABLE 126 NETHERLANDS: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 158
TABLE 127 NETHERLANDS: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 158
TABLE 128 NETHERLANDS: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 158
10.3.7 ITALY 159
10.3.7.1 Smart city initiatives and 5G deployment for edge computing solutions in Italy to drive growth 159
TABLE 129 ITALY: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 159
TABLE 130 ITALY: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 159
TABLE 131 ITALY: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 160
TABLE 132 ITALY: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 160
10.3.8 REST OF EUROPE 160
TABLE 133 REST OF EUROPE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 160
TABLE 134 REST OF EUROPE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 161
TABLE 135 REST OF EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 161
TABLE 136 REST OF EUROPE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 161
10.4 ASIA PACIFIC 161
10.4.1 ASIA PACIFIC: ITSM MARKET DRIVERS 162
10.4.2 ASIA PACIFIC: RECESSION IMPACT 163
FIGURE 35 ASIA PACIFIC: MARKET SNAPSHOT 164
TABLE 137 ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 164
TABLE 138 ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 165
TABLE 139 ASIA PACIFIC: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION) 165
TABLE 140 ASIA PACIFIC: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 165
TABLE 141 ASIA PACIFIC: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION) 165
TABLE 142 ASIA PACIFIC: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION) 166
TABLE 143 ASIA PACIFIC: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION) 166
TABLE 144 ASIA PACIFIC: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION) 166
TABLE 145 ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 166
TABLE 146 ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 166
TABLE 147 ASIA PACIFIC: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION) 167
TABLE 148 ASIA PACIFIC: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 167
TABLE 149 ASIA PACIFIC: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION) 168
TABLE 150 ASIA PACIFIC: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 168
10.4.3 CHINA 168
10.4.3.1 Free trade ecosystem and Belt and Road initiatives to increase need for ITSM infrastructure supporting high-density facilities 168
TABLE 151 CHINA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 168
TABLE 152 CHINA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 169
TABLE 153 CHINA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 169
TABLE 154 CHINA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 169
10.4.4 JAPAN 169
10.4.4.1 Japan’s headway into automation, mainly in automotive and industrial robotics, to warrant low latency platforms 169
TABLE 155 JAPAN: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 170
TABLE 156 JAPAN: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 170
TABLE 157 JAPAN: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 170
TABLE 158 JAPAN: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 170
10.4.5 AUSTRALIA 171
10.4.5.1 Demand for data processing and information interaction with high internet usage 171
TABLE 159 AUSTRALIA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 171
TABLE 160 AUSTRALIA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 171
TABLE 161 AUSTRALIA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 171
TABLE 162 AUSTRALIA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 172
10.4.6 SINGAPORE 172
10.4.6.1 Large-scale implementation of best practice frameworks such as ITIL 172
TABLE 163 SINGAPORE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 172
TABLE 164 SINGAPORE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 172
TABLE 165 SINGAPORE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 172
TABLE 166 SINGAPORE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 173
10.4.7 REST OF ASIA PACIFIC 173
TABLE 167 REST OF ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 173
TABLE 168 REST OF ASIA PACIFIC: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 173
TABLE 169 REST OF ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 174
TABLE 170 REST OF ASIA PACIFIC: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 174
10.5 MIDDLE EAST & AFRICA 174
10.5.1 MIDDLE EAST & AFRICA: ITSM MARKET DRIVERS 175
10.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT 175
TABLE 171 MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 176
TABLE 172 MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 176
TABLE 173 MIDDLE EAST & AFRICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION) 177
TABLE 174 MIDDLE EAST & AFRICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 177
TABLE 175 MIDDLE EAST & AFRICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION) 177
TABLE 176 MIDDLE EAST & AFRICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION) 177
TABLE 177 MIDDLE EAST & AFRICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION) 178
TABLE 178 MIDDLE EAST & AFRICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION) 178
TABLE 179 MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 178
TABLE 180 MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 178
TABLE 181 MIDDLE EAST & AFRICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION) 179
TABLE 182 MIDDLE EAST & AFRICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 179
TABLE 183 MIDDLE EAST & AFRICA: ITSM MARKET, BY COUNTRY/REGION, 2018–2022 (USD MILLION) 180
TABLE 184 MIDDLE EAST & AFRICA: ITSM MARKET, BY COUNTRY/REGION, 2023–2028 (USD MILLION) 180
10.5.3 GCC COUNTRIES (GULF COOPERATION COUNCIL) 180
10.5.3.1 Saudi Arabia 180
10.5.3.1.1 Saudi Vision 2030 initiatives to leverage demand for cloud, ITSM, big data, analytics, and AI/ML 180
TABLE 185 SAUDI ARABIA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 181
TABLE 186 SAUDI ARABIA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 181
TABLE 187 SAUDI ARABIA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 181
TABLE 188 SAUDI ARABIA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 181
10.5.3.2 UAE 182
10.5.3.2.1 High mobile device per user ratio and megaprojects and initiatives in Dubai to spur growth 182
TABLE 189 UAE: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 182
TABLE 190 UAE: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 182
TABLE 191 UAE: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 182
TABLE 192 UAE: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 183
10.5.3.3 Rest of GCC Countries 183
TABLE 193 REST OF GCC COUNTRIES: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 183
TABLE 194 REST OF GCC COUNTRIES: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 183
TABLE 195 REST OF GCC COUNTRIES: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 184
TABLE 196 REST OF GCC COUNTRIES: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 184
10.5.4 SOUTH AFRICA 184
10.5.4.1 High usage of mobile technologies and colocation facilities in South Africa 184
TABLE 197 SOUTH AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 185
TABLE 198 SOUTH AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 185
TABLE 199 SOUTH AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 185
TABLE 200 SOUTH AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 185
10.5.5 REST OF THE MIDDLE EAST & AFRICA 186
TABLE 201 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 186
TABLE 202 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 186
TABLE 203 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 186
TABLE 204 REST OF MIDDLE EAST & AFRICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 187
10.6 LATIN AMERICA 187
10.6.1 LATIN AMERICA: ITSM MARKET DRIVERS 188
10.6.2 LATIN AMERICA: RECESSION IMPACT 188
TABLE 205 LATIN AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 189
TABLE 206 LATIN AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 189
TABLE 207 LATIN AMERICA: ITSM MARKET, BY SOLUTION, 2018–2022 (USD MILLION) 189
TABLE 208 LATIN AMERICA: ITSM MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 189
TABLE 209 LATIN AMERICA: ITSM MARKET, BY SERVICE, 2018–2022 (USD MILLION) 190
TABLE 210 LATIN AMERICA: ITSM MARKET, BY SERVICE, 2023–2028 (USD MILLION) 190
TABLE 211 LATIN AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION) 190
TABLE 212 LATIN AMERICA: ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION) 190
TABLE 213 LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 190
TABLE 214 LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 191
TABLE 215 LATIN AMERICA: ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION) 191
TABLE 216 LATIN AMERICA: ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 192
TABLE 217 LATIN AMERICA: ITSM MARKET, BY COUNTRY, 2018–2022 (USD MILLION) 192
TABLE 218 LATIN AMERICA: ITSM MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 192
10.6.3 BRAZIL 193
10.6.3.1 Latency issues and interest in 5G deployment to attract more cloud players to Brazil 193
TABLE 219 BRAZIL: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 193
TABLE 220 BRAZIL: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 193
TABLE 221 BRAZIL: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 193
TABLE 222 BRAZIL: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 194
10.6.4 MEXICO 194
10.6.4.1 Increased opportunities for content delivery providers and significant investments from global giants 194
TABLE 223 MEXICO: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 194
TABLE 224 MEXICO: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 195
TABLE 225 MEXICO: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 195
TABLE 226 MEXICO: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 195
10.6.5 REST OF LATIN AMERICA 195
TABLE 227 REST OF LATIN AMERICA: ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 196
TABLE 228 REST OF LATIN AMERICA: ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 196
TABLE 229 REST OF LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 196
TABLE 230 REST OF LATIN AMERICA: ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 196
11 COMPETITIVE LANDSCAPE 197
11.1 OVERVIEW 197
11.2 STRATEGIES ADOPTED BY KEY PLAYERS/RIGHT TO WIN 197
TABLE 231 OVERVIEW OF STRATEGIES ADOPTED BY KEY ITSM VENDORS 197
11.3 REVENUE ANALYSIS 200
FIGURE 36 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF LEADING PLAYERS, 2018–2022 (USD MILLION) 200
11.4 COMPANY FINANCIAL METRICS 201
FIGURE 37 TRADING COMPARABLES, 2023 (EV/EBITDA) 201
11.5 MARKET SHARE ANALYSIS 201
FIGURE 38 SHARE OF LEADING COMPANIES IN ITSM MARKET, 2022 202
TABLE 232 ITSM MARKET: INTENSITY OF COMPETITION RIVARY 202
11.6 ITSM MARKET: VENDOR PRODUCTS/COMPARISON OF BRANDS 203
TABLE 233 VENDOR PRODUCTS/COMPARISON OF BRANDS 203
11.7 COMPANY EVALUATION MATRIX 204
11.7.1 STARS 204
11.7.2 EMERGING LEADERS 204
11.7.3 PERVASIVE PLAYERS 204
11.7.4 PARTICIPANTS 204
FIGURE 39 COMPANY EVALUATION MATRIX FOR KEY PLAYERS: CRITERIA WEIGHTAGE 205
FIGURE 40 ITSM MARKET: COMPANY EVALUATION MATRIX, 2022 206
11.7.5 COMPANY FOOTPRINT 207
TABLE 234 OVERALL GLOBAL COMPANY FOOTPRINT 207
TABLE 235 COMPANY OFFERING FOOTPRINT 207
TABLE 236 COMPANY VERTICAL FOOTPRINT 208
TABLE 237 COMPANY REGION FOOTPRINT 208
11.8 START-UP/SME EVALUATION MATRIX 209
11.8.1 PROGRESSIVE COMPANIES 209
11.8.2 RESPONSIVE COMPANIES 209
11.8.3 DYNAMIC COMPANIES 209
11.8.4 STARTING BLOCKS 209
FIGURE 41 START-UP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE 210
FIGURE 42 ITSM MARKET: START-UP/SME EVALUATION MATRIX, 2022 211
11.8.5 COMPETITIVE BENCHMARKING 212
TABLE 238 ITSM MARKET: DETAILED LIST OF KEY START-UPS/SMES 212
TABLE 239 ITSM MARKET: COMPETITIVE BENCHMARKING OF START-UPS/SMES 213
11.9 COMPETITIVE SCENARIO AND TRENDS 213
11.9.1 PRODUCT LAUNCHES AND ENHANCEMENTS 213
TABLE 240 PRODUCT LAUNCHES AND ENHANCEMENTS, 2021–2023 214
11.9.2 DEALS 215
TABLE 241 DEALS, 2021–2023 215
12 COMPANY PROFILES 218
12.1 INTRODUCTION 218
12.2 KEY PLAYERS 218
(Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View)*
12.2.1 SERVICENOW 218
TABLE 242 SERVICENOW: COMPANY OVERVIEW 218
FIGURE 43 SERVICENOW: COMPANY SNAPSHOT 219
TABLE 243 SERVICENOW: PRODUCTS/SOLUTIONS/SERVICES OFFERED 219
TABLE 244 SERVICENOW: PRODUCT LAUNCHES 222
TABLE 245 SERVICENOW: DEALS 223
12.2.2 BMC SOFTWARE 226
TABLE 246 BMC SOFTWARE: COMPANY OVERVIEW 226
TABLE 247 BMC SOFTWARE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 226
TABLE 248 BMC SOFTWARE: PRODUCT LAUNCHES 229
TABLE 249 BMC SOFTWARE: DEALS 230
12.2.3 BROADCOM 234
TABLE 250 BROADCOM: COMPANY OVERVIEW 234
FIGURE 44 BROADCOM: COMPANY SNAPSHOT 235
TABLE 251 BROADCOM: PRODUCTS/SOLUTIONS/SERVICES OFFERED 235
TABLE 252 BROADCOM: PRODUCT LAUNCHES 236
TABLE 253 BROADCOM: DEALS 237
12.2.4 MANAGEENGINE 238
TABLE 254 MANAGEENGINE: COMPANY OVERVIEW 238
TABLE 255 MANAGEENGINE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 238
TABLE 256 MANAGEENGINE: PRODUCT LAUNCHES 239
TABLE 257 MANAGEENGINE: DEALS 240
12.2.5 IVANTI 241
TABLE 258 IVANTI: COMPANY OVERVIEW 241
TABLE 259 IVANTI: PRODUCTS/SOLUTIONS/SERVICES OFFERED 242
TABLE 260 IVANTI: PRODUCT LAUNCHES 243
TABLE 261 IVANTI: DEALS 244
12.2.6 ZENDESK 246
TABLE 262 ZENDESK: COMPANY OVERVIEW 246
TABLE 263 ZENDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED 246
TABLE 264 ZENDESK: DEALS 247
12.2.7 GOTO 248
TABLE 265 GOTO: COMPANY OVERVIEW 248
TABLE 266 GOTO: PRODUCTS/SOLUTIONS/SERVICES OFFERED 248
TABLE 267 GOTO: PRODUCT LAUNCHES 249
TABLE 268 GOTO: DEALS 250
12.2.8 SOLARWINDS 251
TABLE 269 SOLARWINDS: COMPANY OVERVIEW 251
FIGURE 45 SOLARWINDS: COMPANY SNAPSHOT 251
TABLE 270 SOLARWINDS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 252
TABLE 271 SOLARWINDS: PRODUCT LAUNCHES 253
TABLE 272 SOLARWINDS: DEALS 254
12.2.9 ATLASSIAN 255
TABLE 273 ATLASSIAN: COMPANY OVERVIEW 255
FIGURE 46 ATLASSIAN: COMPANY SNAPSHOT 255
TABLE 274 ATLASSIAN: PRODUCTS/SOLUTIONS/SERVICES OFFERED 256
TABLE 275 ATLASSIAN: PRODUCT LAUNCHES 256
TABLE 276 ATLASSIAN: DEALS 257
12.2.10 OPENTEXT 258
TABLE 277 OPENTEXT: COMPANY OVERVIEW 258
FIGURE 47 OPENTEXT: COMPANY SNAPSHOT 259
TABLE 278 OPENTEXT: PRODUCTS/SOLUTIONS/SERVICES OFFERED 260
12.2.11 SYMPHONYAI SUMMIT 261
TABLE 279 SYMPHONYAI SUMMIT: COMPANY OVERVIEW 261
TABLE 280 SYMPHONYAI SUMMIT: PRODUCTS/SOLUTIONS/SERVICES OFFERED 261
TABLE 281 SYMPHONYAI SUMMIT: PRODUCT LAUNCHES 262
TABLE 282 SYMPHONYAI SUMMIT: DEALS 263
12.2.12 EFECTE 264
TABLE 283 EFECTE: COMPANY OVERVIEW 264
TABLE 284 EFECTE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 264
TABLE 285 EFECTE: PRODUCT LAUNCHES 265
TABLE 286 EFECTE: DEALS 266
*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 268
12.3.1 MICROSOFT 268
12.3.2 IBM 269
12.3.3 IFS 270
12.3.4 FRESHWORKS 271
12.3.5 EASYVISTA 271
12.3.6 ITARIAN 272
12.3.7 SYSAID TECHNOLOGIES 273
12.3.8 INVGATE 273
12.3.9 ALEMBA 274
12.3.10 HORNBILL 275
12.3.11 NINJAONE 276
12.3.12 HALOITSM 277
12.3.13 AISERA 278
12.3.14 4ME 279
12.3.15 TOPDESK 280
12.3.16 TEAMDYNAMIX 281
13 ADJACENT AND RELATED MARKETS 282
13.1 INTRODUCTION 282
13.1.1 RELATED MARKETS 282
13.2 CLOUD ITSM MARKET 282
TABLE 287 CLOUD ITSM MARKET, BY COMPONENT, 2016–2019 (USD MILLION) 282
TABLE 288 CLOUD ITSM MARKET, BY COMPONENT, 2020–2025 (USD MILLION) 283
TABLE 289 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 283
TABLE 290 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 283
TABLE 291 CLOUD ITSM MARKET, BY VERTICAL, 2016–2019 (USD MILLION) 284
TABLE 292 CLOUD ITSM MARKET, BY VERTICAL, 2020–2025 (USD MILLION) 284
TABLE 293 CLOUD ITSM MARKET, BY REGION, 2016–2019 (USD MILLION) 285
TABLE 294 CLOUD ITSM MARKET, BY REGION, 2020–2025 (USD MILLION) 285
13.3 CONFIGURATION MANAGEMENT MARKET 285
TABLE 295 CONFIGURATION MANAGEMENT MARKET, BY MODULE, 2017–2024 (USD MILLION) 286
TABLE 296 CONFIGURATION MANAGEMENT MARKET, BY SYSTEM, 2017–2024 (USD MILLION) 286
TABLE 297 CONFIGURATION MANAGEMENT MARKET, BY COMPONENT, 2017–2024 (USD MILLION) 286
TABLE 298 CONFIGURATION MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2017–2024 (USD MILLION) 286
TABLE 299 CONFIGURATION MANAGEMENT MARKET, BY END-USE VERTICAL, 2017–2024 (USD MILLION) 287
TABLE 300 CONFIGURATION MANAGEMENT MARKET, BY REGION, 2017–2024 (USD MILLION) 287
14 APPENDIX 288
14.1 DISCUSSION GUIDE 288
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 294
14.3 CUSTOMIZATION OPTIONS 296
14.4 RELATED REPORTS 296
14.5 AUTHOR DETAILS 297
