USA IT Service Management (ITSM) Market Size, Share & Trends Analysis Report By Organization Size (Large Enterprises and Small & Medium-sized Enterprise), By Deployment Type, By Offering, By Vertical, and Forecast, 2023 - 2030

The USA IT Service Management (ITSM) Market size is expected to reach $6.3 Billion by 2030, rising at a market growth of 11.8% CAGR during the forecast period.

The IT service management (ITSM) market in the United States has undergone significant growth and transformation in recent years, driven by the increasing reliance on technology across industries. As organizations strive to enhance their IT capabilities and deliver efficient services, the demand for robust ITSM solutions has surged, making the U.S. industry a focal point for industry players. One of the key drivers of the IT service management (ITSM) market in the U.S. is the escalating complexity of IT infrastructures in businesses. Effective IT service management becomes paramount as organizations adopt advanced technologies such as cloud computing, artificial intelligence, and the Internet of Things (IoT).

Moreover, the heightened emphasis on cybersecurity and data protection has propelled the demand for ITSM solutions that addresses security challenges. With the ever-evolving threat landscape, organizations in the U.S. are investing in ITSM tools that integrate robust security measures to safeguard sensitive data and ensure compliance with regulatory requirements. The COVID-19 pandemic has further accelerated the adoption of ITSM solutions in the U.S., as remote work has become the norm for many organizations. The need for efficient IT service delivery and support became paramount, driving increased investments in ITSM tools and platforms. As companies adapted to a hybrid work model, the demand for solutions to facilitate remote IT service management experienced a notable upswing.

The U.S. government and various regulatory bodies have played a crucial role in shaping the ITSM landscape. Compliance with standards and regulations, such as ITIL (Information Technology Infrastructure Library) and HIPAA (Health Insurance Portability and Accountability Act), has become a top priority for organizations across sectors. This has driven the adoption of ITSM solutions that align with these standards, contributing to the growth of the industry in the U.S.

Market Trends

Expansion of the BSFI sector in the U.S.

The U.S. banking, financial services, and insurance (BSFI) sector has significantly expanded in recent years, largely driven by the integration of the advanced IT service management (ITSM) market. As financial institutions increasingly recognize the pivotal role of technology in optimizing their operations, ITSM has emerged as a crucial enabler of efficiency and innovation within the sector. The BSFI sector is experiencing a growing need for robust cybersecurity measures. With increasing financial transactions being conducted online, banks and insurance companies are prioritizing ITSM solutions to safeguard sensitive customer data and protect against cyber threats.

Moreover, the U.S. financial landscape has witnessed a surge in American customer expectations for seamless digital experiences. As financial institutions compete to deliver superior customer experiences, adopting ITSM becomes imperative to streamline processes, resolve issues promptly, and enhance overall service delivery in the U.S. The rise of FinTech (financial technology) has played a pivotal role in reshaping the landscape of the BSFI sector.

As disruptive technologies, including blockchain, artificial intelligence, and machine learning, gain prominence, financial institutions leverage ITSM solutions to integrate these technologies into their operations seamlessly. The regulatory environment in the U.S. further propels the BSFI sector towards ITSM integration. Compliance with stringent regulations requires a systematic and well-documented approach to IT service management, ensuring financial institutions adhere to industry standards and mitigate risks effectively.

According to the Select USA, in 2020, finance and insurance represented 8.3 % of U.S. GDP. In 2019, the United States exported $151.9 billion in financial services and insurance and had a $60 billion surplus in financial services and insurance trade. Furthermore, the U.S. witnessed a robust inflow of foreign direct investment in finance and insurance, reaching $763.3 billion. Drawing parallels, the expansion of the BSFI sector within the IT service management (ITSM) market in the U.S. has been remarkable. Hence, the U.S. BFSI sector's substantial growth is intricately linked to integrating advanced ITSM, driven by the imperative for cybersecurity, evolving customer expectations, and adopting disruptive technologies.

Rising demand for service portfolio management

The IT service management (ITSM) market in the United States is witnessing a notable surge in demand for service portfolio management, marking a significant shift in how organizations approach and deliver their IT services. U.S. organizations recognize the need to align IT services with business objectives to drive overall success. Service portfolio management enables them to evaluate the relevance and impact of each service on business goals, facilitating better decision-making.

As IT landscapes become more diverse, with the integration of cloud services, mobile applications, and emerging technologies, the need for effective management and optimization of the service portfolio becomes imperative. This is particularly relevant in the U.S., where technological advancements and digital transformation initiatives are widespread across industries. The U.S. IT service management (ITSM) market is also witnessing a surge in adopting agile and DevOps methodologies. Service portfolio management complements these agile practices by providing a structured framework for managing and prioritizing services in a dynamic and iterative environment.

In the U.S., the increasing complexity of IT environments and the growing reliance on technology have necessitated a comprehensive and streamlined approach to ITSM. Service portfolio management plays a pivotal role in the U.S. by providing organizations with a holistic view of their service offerings. This includes cataloging and categorizing services, assessing their performance, and aligning them with business goals. Thus, the rising demand for service portfolio management in the U.S. reflects a strategic shift in organizations towards aligning IT services with business objectives amid evolving IT landscapes.

Competition Analysis

The IT service management (ITSM) market in the United States is a dynamic and rapidly evolving sector driven by the increasing reliance on technology in various industries. Several companies play a crucial role in shaping and influencing the ITSM landscape in the U.S. These organizations provide various services and solutions to help businesses manage their IT operations effectively, ensuring seamless functioning and enhanced productivity.

One prominent player in the U.S. IT service management (ITSM) market is ServiceNow. Headquartered in Santa Clara, California, ServiceNow offers a comprehensive platform that enables organizations to automate and streamline their IT service processes. The company's solutions cover many ITSM functionalities, including incident management, problem management, change management, and service request management. ServiceNow's cloud-based approach has gained significant traction among U.S. enterprises, allowing them to optimize IT workflows and deliver better services to end-users.

Another key player in the U.S. IT service management (ITSM) market is BMC Software. With its headquarters in Houston, Texas, BMC Software is a global leader in IT solutions, including ITSM. The company provides services that help organizations manage their IT infrastructure efficiently. BMC's ITSM offerings encompass service desk management, asset management, and performance optimization. The company's focus on innovation and customer-centric solutions has increased prominence in the U.S. ITSM landscape.

Based in San Jose, California, Cisco Systems is a global technology giant expanding its influence into the U.S. IT service management (ITSM) market. Cisco's ITSM solutions are part of its broader portfolio of networking and collaboration technologies. The company's offerings include ITSM tools for incident management, service request fulfillment, and problem resolution. Cisco's integrated approach, combining ITSM with networking capabilities, positions it as a significant player in the U.S.

Beyond these major players, the U.S. IT service management (ITSM) market also features specialized companies such as SolarWinds. Headquartered in Austin, Texas, SolarWinds provides ITSM solutions focusing on network management and monitoring. The company's tools help organizations proactively manage and optimize their IT infrastructure, ensuring smooth operations and minimizing downtime. These companies, each with unique strengths and focus areas, contribute to the growth and development of ITSM practices across various industries in the United States.

List of Key Companies Profiled

• Microsoft Corporation
• IBM Corporation
• Open Text Corporation
• ServiceNow, Inc.
• BMC Software, Inc. (KKR & Co., Inc.)
• Broadcom, Inc.
• Hewlett Packard Enterprise Company
• Atlassian Corporation PLC
• Zendesk, Inc.
• Ivanti, Inc. (Clearlake Capital Group, L.P.)

US IT Service Management (ITSM) Market Report Segmentation

By Organization Size

• Large Enterprises
• Small & Medium-sized Enterprise

By Deployment Type

• Cloud
• On-premise

By Offering

• Solution
  • Operations & Performance Management
  • Configuration & Change Management
  • Service Portfolio Management
  • Service Desk Software
  • Dashboarding, Reporting & Analytics
• Services

By Vertical

• BFSI
• Government & Public Sector
• Energy & Utilities
• IT & Telecom
• Media & Entertainment
• Manufacturing
• Retail & Consumer Goods
• Healthcare & Lifesciences
• Others

Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 US IT Service Management (ITSM) Market, by Organization Size
1.4.2 US IT Service Management (ITSM) Market, by Deployment Type
1.4.3 US IT Service Management (ITSM) Market, by Offering
1.4.4 US IT Service Management (ITSM) Market, by Vertical
1.5 Methodology for the research

Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.1.1 Market Composition and Scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Restraints
2.2.3 Market Opportunities
2.2.4 Market Trends
2.2.5 Market Challenges

Chapter 3. US IT Service Management (ITSM) Market
3.1 US IT Service Management (ITSM) Market by Organization Size
3.2 US IT Service Management (ITSM) Market by Deployment Type
3.3 US IT Service Management (ITSM) Market by Offering
3.3.1 US IT Service Management (ITSM) Market by Solution Type
3.4 US IT Service Management (ITSM) Market by Vertical

Chapter 4. Company Profiles – Global Leaders
4.1 Microsoft Corporation
4.1.1 Company Overview
4.1.2 Financial Analysis
4.1.3 Segmental and Regional Analysis
4.1.4 Research & Development Expenses
4.1.5 Recent strategies and developments:
4.1.5.1 Partnerships, Collaborations, and Agreements:
4.1.5.2 Acquisition and Mergers:
4.1.6 SWOT Analysis
4.2 IBM Corporation
4.2.1 Company Overview
4.2.2 Financial Analysis
4.2.3 Regional & Segmental Analysis
4.2.4 Research & Development Expenses
4.2.5 Recent strategies and developments:
4.2.5.1 Partnerships, Collaborations, and Agreements:
4.2.5.2 Product Launches and Product Expansions:
4.2.5.3 Acquisition and Mergers:
4.2.6 SWOT Analysis
4.3 Open Text Corporation
4.3.1 Company Overview
4.3.2 Financial Analysis
4.3.3 Segmental and Regional Analysis
4.3.4 Research & Development Expenses
4.3.5 SWOT Analysis
4.4 ServiceNow, Inc.
4.4.1 Company Overview
4.4.2 Financial Analysis
4.4.3 Regional Analysis
4.4.4 Research & Development Expenses
4.4.5 Recent strategies and developments:
4.4.5.1 Partnerships, Collaborations, and Agreements:
4.4.5.2 Acquisition and Mergers:
4.5 BMC Software, Inc. (KKR & Co., Inc.)
4.5.1 Company Overview
4.5.2 Financial Analysis
4.5.3 Recent strategies and developments:
4.5.3.1 Acquisition and Mergers:
4.5.4 SWOT Analysis
4.6 Broadcom, Inc.
4.6.1 Company Overview
4.6.2 Financial Analysis
4.6.3 Segmental and Regional Analysis
4.6.4 Research & Development Expense
4.6.5 Recent strategies and developments:
4.6.5.1 Acquisition and Mergers:
4.6.6 SWOT Analysis
4.7 Hewlett Packard Enterprise Company
4.7.1 Company Overview
4.7.2 Financial Analysis
4.7.3 Segmental and Regional Analysis
4.7.4 Research & Development Expense
4.7.5 Recent strategies and developments:
4.7.5.1 Acquisition and Mergers:
4.7.6 SWOT Analysis
4.8 Atlassian Corporation PLC
4.8.1 Company Overview
4.8.2 Financial Analysis
4.8.3 Regional Analysis
4.8.4 Research & Development Expense
4.8.5 Recent strategies and developments:
4.8.5.1 Partnerships, Collaborations, and Agreements:
4.8.6 SWOT Analysis
4.9 Zendesk, Inc.
4.9.1 Company Overview
4.9.2 Recent strategies and developments:
4.9.2.1 Partnerships, Collaborations, and Agreements:
4.9.2.2 Acquisition and Mergers:
4.9.3 SWOT Analysis
4.10. Ivanti, Inc. (Clearlake Capital Group, L.P.)
4.10.1 Company Overview
4.10.2 SWOT Analysis

TABLE 1 US IT Service Management (ITSM) Market, 2019 - 2022, USD Million
TABLE 2 US IT Service Management (ITSM) Market, 2023 - 2030, USD Million
TABLE 3 US IT Service Management (ITSM) Market by Organization Size, 2019 - 2022, USD Million
TABLE 4 US IT Service Management (ITSM) Market by Organization Size, 2023 - 2030, USD Million
TABLE 5 US IT Service Management (ITSM) Market by Deployment Type, 2019 - 2022, USD Million
TABLE 6 US IT Service Management (ITSM) Market by Deployment Type, 2023 - 2030, USD Million
TABLE 7 US IT Service Management (ITSM) Market by Offering, 2019 - 2022, USD Million
TABLE 8 US IT Service Management (ITSM) Market by Offering, 2023 - 2030, USD Million
TABLE 9 US IT Service Management (ITSM) Market by Solution Type, 2019 - 2022, USD Million
TABLE 10 US IT Service Management (ITSM) Market by Solution Type, 2023 - 2030, USD Million
TABLE 11 US IT Service Management (ITSM) Market by Vertical, 2019 - 2022, USD Million
TABLE 12 US IT Service Management (ITSM) Market by Vertical, 2023 - 2030, USD Million
TABLE 13 Key Information – Microsoft Corporation
TABLE 14 Key Information – IBM Corporation
TABLE 15 Key Information – Open Text Corporation
TABLE 16 Key Information – ServiceNow, Inc.
TABLE 17 Key information – BMC Software, Inc.
TABLE 18 Key Information – Broadcom, Inc.
TABLE 19 Key Information – Hewlett Packard Enterprise Company
TABLE 20 Key Information – Atlassian Corporation PLC
TABLE 21 Key Information – Zendesk, Inc.
TABLE 22 Key information – Ivanti, Inc.

List of Figures
FIG 1 Methodology for the research
FIG 2 US IT Service Management (ITSM) Market, 2019 - 2030, USD Million
FIG 3 Key Factors Impacting IT Service Management (ITSM)Market
FIG 4 US IT Service Management (ITSM) Market Share by Organization Size, 2022
FIG 5 US IT Service Management (ITSM) Market Share by Organization Size, 2030
FIG 6 US IT Service Management (ITSM) Market by Organization Size, 2019 - 2030, USD Million
FIG 7 US IT Service Management (ITSM) Market Share by Deployment Type, 2022
FIG 8 US IT Service Management (ITSM) Market Share by Deployment Type, 2030
FIG 9 US IT Service Management (ITSM) Market by Deployment Type, 2019 - 2030, USD Million
FIG 10 US IT Service Management (ITSM) Market Share by Offering, 2022
FIG 11 US IT Service Management (ITSM) Market Share by Offering, 2030
FIG 12 US IT Service Management (ITSM) Market by Offering, 2019 - 2030, USD Million
FIG 13 US IT Service Management (ITSM) Market Share by Vertical, 2022
FIG 14 US IT Service Management (ITSM) Market Share by Vertical, 2030
FIG 15 US IT Service Management (ITSM) Market by Vertical, 2019 - 2030, USD Million
FIG 16 Recent strategies and developments: Microsoft Corporation
FIG 17 SWOT Analysis: Microsoft Corporation
FIG 18 Recent strategies and developments: IBM Corporation
FIG 19 SWOT Analysis: IBM Corporation
FIG 20 SWOT analysis: Open Text Corporation
FIG 21 Recent strategies and developments: ServiceNow, Inc.
FIG 22 SWOT Analysis: ServiceNow, Inc.
FIG 23 SWOT Analysis: BMC Software, Inc.
FIG 24 SWOT Analysis: Broadcom, Inc.
FIG 25 SWOT Analysis: Hewlett Packard Enterprise Company
FIG 26 SWOT Analysis: Atlassian Corporation Plc
FIG 27 Recent strategies and developments: Zendesk, Inc.
FIG 28 SWOT Analysis: Zendesk, Inc.
FIG 29 SWOT Analysis: Ivanti, Inc.