TECH SUPPLIER Jun 2020 - Market Forecast - Doc # US46532720

Worldwide IT Service Management Software Forecast, 2020–2024: The Acceleration of the Participatory Enterprise

By: Shannon KalvarResearch Manager , IT Service Management and Client Virtualization


This IDC study provides the worldwide IT service management (ITSM) software forecast for 2020–2024.

The underlying dynamics of the IT service management market have not changed but have been accelerated and compressed by the dual events of the COVID-19 pandemic and its associated economic disruption. In particular, the evolution of enterprise service management from the simplistic "using IT service management processes in the business" to coordinating and deploying the hybrid of digital, knowledge, physical, and social resources within the company to deliver on discrete, definable outcomes is well underway. ITSM vendors are not alone in offering this functionality, but they are well positioned to marshal the various asset types in ways unique to this specific software space.

"The concept of IT service management software as a coordinating and marshalling point for an enterprise's resources is not new," said Shannon Kalvar, research manager, IT Service Management and Client Virtualization at IDC. "The complexity of the modern business environment was already driving more and more enterprises toward these solutions. The COVID-19 pandemic and its associated economic disruption have simply accelerated this process. Unfortunately, the extended nature of both will likely depress overall market growth, while vendors already established in the largest enterprises will continue to grow."



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