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

According to Mordor Intelligence, the ITSM in government and public sector market size is expected to increase from USD 1.47 billion in 2025 to USD 1.7 billion in 2026 and reach USD 3.61 billion by 2031, growing at a CAGR of 16.26% 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), 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 Government and Public Sector Market Trends and Insights

Cloud-First Public Sector Modernization

Government cloud adoption has shifted from policy language to practical procurement direction, and the ITSM in the government and public sector market benefits early because service management platforms sit at the center of daily IT operations and workflow control. Shared Services Canada stated in its 2025-26 Departmental Plan that it plans to complete onboarding of remaining service partners to its enterprise ITSM tool by 2026-27, with automated real-time synchronization of ticketing data identified as a core delivery milestone. That kind of program shows that cloud-first modernization is no longer a narrow infrastructure decision, because agencies want one operating layer for service requests, incidents, and operational reporting across departments. Germany reinforced the same direction in May 2026 when the BMDS awarded a sovereign AI cloud contract worth EUR 250 million (USD 278 million), with zero-trust, open-source, and key-sovereignty requirements built into the architecture for federal use. The practical effect is that unsupported on-premise tools are becoming harder to justify, because agencies face a direct tradeoff between compliance exposure and modernization spending. This forced replacement cycle is a major reason the ITSM in government and public sector market continues to expand even in environments where overall budget approval remains cautious.

AI-Powered Service Desk Deflection and Self-Service Automation

AI is moving quickly into government service desks because public-sector ticket volumes are repetitive, rules-based, and large enough to support meaningful automation gains without changing the basic service model. Atlassian reported in 2025 that 93% of organizations saw higher efficiency from AI, and 98% were already using AI in some capacity, which supports broader adoption patterns around service workflows and knowledge handling. ServiceNow's public-sector portfolio is already structured around digital services, case management, workflow automation, and secure service delivery, which makes AI deflection a direct extension of the existing operating model rather than a separate program. In February 2026, Moveworks from ServiceNow achieved FedRAMP Moderate authorization, widening the pool of secure conversational AI tools available to federal and public-sector organizations in controlled cloud environments. As agencies turn resolved incidents into searchable knowledge, guided responses, and reusable workflows, self-service becomes easier to scale across the ITSM in the government and public sector market. This is why knowledge-based automation is moving from optional experimentation to a practical operating requirement in many public environments.

Legacy Procurement Cycles Slow Platform Replacement

Government procurement still runs on multiyear budget approvals and tender processes, and that timing often slows real deployment even when modernization policy is already in place. GAO reported in February 2025 that only 3 of 10 critical federal legacy systems identified in 2019 had been modernized, while 2 of the remaining 7 still had no planned completion date. This gap matters for the ITSM in the government and public sector market because the agencies with the oldest platforms are often the ones least able to execute a fast replacement. Annual appropriations, mandatory competition, and cautious change control extend the period between project approval and operational go-live in many public programs. Even when funding is approved, replacement cycles frequently lag vendor release schedules and AI feature development, which weakens the pace of implementation rather than the level of demand. The restraint is therefore less about whether agencies want modern ITSM, and more about how slowly many of them can move from policy intent to production use.

Other drivers and restraints analyzed in the detailed report include:

1. Cybersecurity and Compliance Pressure on Service Operations
2. Shared Services and Cross-Agency Workflow Standardization
3. Data Residency and Sovereignty Constraints Limit Cloud Adoption

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

Segment Analysis

Solutions held 64.40% of the ITSM in the government and public sector market share in 2025, reflecting the strong preference for one platform that combines incident management, CMDB, change orchestration, and self-service under a single licensing framework. That preference keeps software revenue concentrated because agencies usually begin with core workflows and then expand into adjacent modules as user adoption grows across departments. In many public organizations, a single integrated platform is easier to govern than a collection of separate tools, especially when reporting, approvals, audit trails, and service definitions need to stay consistent. The solutions layer also benefits from long configuration life cycles, since process models, service catalogs, and asset records become deeply embedded in day-to-day operations once implementation is complete. This embedded role helps explain why the ITSM in the government and public sector market continues to favor platform-led buying behavior even when budgets are carefully staged.

Services are the fastest-growing component, with the ITSM in the government and public sector market size for services projected to expand at a 15.70% CAGR between 2026 and 2031. Agencies increasingly recognize that software alone does not deliver outcomes unless it is supported by implementation planning, workforce enablement, governance discipline, and regular optimization. As AI functions become more common, services work becomes even more important because automation rules, data quality controls, integration logic, and knowledge design need active management after go-live. Public bodies also face process variation across departments, which creates a continuing need for advisory and managed support rather than a one-time deployment exercise. This is why system integrators and specialist partners remain important to the ITSM in government and public sector industry, especially where agencies need to stabilize service operations while modernizing them.

Cloud held 63.10% of the ITSM in the government and public sector market in 2025, and the ITSM in the government and public sector market size for cloud deployment is projected to expand at a 16.10% CAGR through 2031. This dual position shows that the move from on-premise to cloud is still active across many agencies rather than already complete. Cloud-first procurement policies are helping the segment because governments want faster upgrades, simpler workflow scaling, and broader access to AI-enabled features without maintaining large local stacks. Shared Services Canada's enterprise onboarding plan also points to a model in which common service tooling can support wider administrative coordination and more unified ticket data flows. The BMDS sovereign cloud award further shows that cloud adoption in public administration now reaches mission-critical workloads when control and sovereignty requirements are addressed directly.

On-premise and hybrid deployments still hold value in classified, defense-linked, or sovereignty-sensitive environments where shared SaaS models do not meet policy requirements. This means deployment is no longer a simple cloud-versus-on-premise decision, because agencies often place different workloads in different environments according to sensitivity, control, and audit needs. In many tenders, authorization status matters more than feature differences, since agencies need certified operating conditions before they compare workflow depth or interface design. Vendors that can offer cloud flexibility together with secure isolation are therefore better positioned to win across a wider range of public use cases. The ITSM in government and public sector market is likely to keep favoring cloud growth, but the winning model will remain compliance-shaped rather than purely feature-led.

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 40.20% of the ITSM in the government and public sector market share in 2025, supported by large federal modernization budgets, a dense pool of authorized vendors, and procurement structures that can aggregate demand across agencies. The United States remains central to this lead because certified cloud environments and mission-specific compliance standards make enterprise procurement more structured than in many other regions. The GSA strengthened that position in September 2025 through its OneGov agreement with ServiceNow, offering eligible federal customers discounts of up to 70% on ITSM Pro and Pro Plus bundles through September 2028. Canada is also moving through a coordinated service tooling program, with Shared Services Canada working to complete onboarding of remaining partner agencies to its enterprise ITSM tool by 2026-27. Together, these moves keep North America at the front of the ITSM in the government and public sector market by combining budget scale, procurement leverage, and compliance-ready deployment options.

Europe remains a major regional block in the ITSM in government and public sector market, with growth shaped less by one common pattern and more by national sovereignty rules, procurement architecture, and public cloud design choices. Germany is one of the clearest examples, where sovereign cloud development has been tied directly to federal digital modernization and public control of keys, infrastructure, and platform design. The IT-Planungsrat's Deutsche Verwaltungscloud target architecture also embeds service management functions within a broader national cloud framework, which helps formalize standardization at the architecture level. This means European demand is positive, but platform choice is often filtered through residency, compliance, and public-control requirements before agencies assess product breadth or interface quality. The region therefore remains important to the ITSM in government and public sector market, but it rewards vendors that can align modernization with sovereignty rather than speed alone.

The Middle East and Africa is the fastest-growing geography, with the ITSM in government and public sector market size for the region projected to expand at a 16.05% CAGR from 2026 to 2031. Research published in the European Scientific Journal found that Saudi government agencies with stronger ITSM maturity showed materially better system uptime and citizen satisfaction, giving the region a clear operational case for continued investment. Ethiopia added a visible public reference point in June 2026 when MESOB was launched as Africa's first unified digital service application, bringing services from multiple government institutions onto one platform. Asia-Pacific is a secondary growth area in the ITSM in government and public sector market, supported by government cloud programs and by China's 15th Five-Year Plan requirement for integrated, AI-enabled digital governance across administrative layers. China's emphasis on cross-departmental data sharing and unified digital platforms supports the same service-management logic that is shaping modernization elsewhere. Across both regions, governments are building unified digital service layers that make structured service management more relevant to daily public operations. That common direction should keep the ITSM in government and public sector market on a positive path even though procurement maturity still differs widely by country.

1. ServiceNow, Inc.
2. BMC Software, Inc.
3. Atlassian Corporation Plc
4. Ivanti, Inc.
5. Freshworks Inc.
6. Open Text Corporation
7. ManageEngine
8. IBM Corporation
9. Broadcom Inc.
10. SolarWinds Corporation
11. TOPdesk Nederland B.V.
12. SysAid Technologies Ltd.
13. EasyVista, Inc.
14. Matrix42 AG
15. TeamDynamix
16. Halo Service Solutions
17. Hornbill
18. SAP
19. Unisys

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-First Public Sector Modernization
  • 4.2.2 Cybersecurity and Compliance Pressure on Service Operations
  • 4.2.3 Shared Services and Cross-Agency Workflow Standardization
  • 4.2.4 Zero-Touch Request Fulfillment for Citizen-Facing and Employee-Facing Services
  • 4.2.5 Lifecycle Management of Public Sector Hardware and Software Assets
  • 4.2.6 AI-Powered Service Desk Deflection and Self-Service Automation
• 4.3 Market Restraints
  • 4.3.1 Legacy Procurement Cycles Slow Platform Replacement
  • 4.3.2 Data Residency and Sovereignty Constraints Limit Cloud Adoption
  • 4.3.3 Fragmented Agency Operating Models Reduce Process Standardization
  • 4.3.4 Skills Gaps in ITSM Automation and CMDB Governance
• 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 (VALUE)

• 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 Open Text Corporation
  • 6.4.7 ManageEngine
  • 6.4.8 IBM Corporation
  • 6.4.9 Broadcom Inc.
  • 6.4.10 SolarWinds Corporation
  • 6.4.11 TOPdesk Nederland B.V.
  • 6.4.12 SysAid Technologies Ltd.
  • 6.4.13 EasyVista, Inc.
  • 6.4.14 Matrix42 AG
  • 6.4.15 TeamDynamix
  • 6.4.16 Halo Service Solutions
  • 6.4.17 Hornbill
  • 6.4.18 SAP
  • 6.4.19 Unisys

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment