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

According to Mordor Intelligence, the North America iT service management market size is projected to expand from USD 4.89 billion in 2025 and USD 5.56 billion in 2026 to USD 10.9 billion by 2031, registering a CAGR of 14.39% between 2026 to 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, Government and Public Sector, and More), Enterprise Size (Large Enterprises, and SME), and Country. The Market Forecasts are Provided in Terms of Value (USD).

North America ITSM Market Trends and Insights

Cloud-First ITSM Modernization Across Large Enterprises

Cloud migration remains the strongest demand catalyst in the North America IT service management market. Many large organizations delayed shifts during 2019-2022 because heavily customized on-premise environments were difficult to move without service disruption. Those delays have now turned into forced transition cycles, because older releases are reaching end-of-life and AI-heavy roadmaps are easier to execute in cloud environments. ServiceNow reported USD 12.88 billion in subscription revenue for fiscal 2025, up 21% year over year, and 603 customers with more than USD 5 million in annual contract value, which shows how deeply large accounts are engaging with cloud-based platforms. Each migration also exposes process knowledge that had been buried inside legacy configurations, so buyers increasingly pair platform moves with documentation, knowledge capture, and workflow automation work. That pattern is helping vendors raise account value while it keeps implementation demand active in large regulated environments.

AI-Assisted Ticket Triage And Workflow Automation

AI-assisted ticket handling is moving from a differentiating feature to a normal expectation in procurement discussions across the North America IT service management market. SolarWinds reported in October 2025 that top-decile generative AI adopters reduced average incident resolution time from 51 hours to 23 hours, a 54.3% reduction against organizations using conventional automation. ServiceNow launched Autonomous Workforce on February 26, 2026, and said its Level 1 Service Desk AI Specialist resolves over 90% of employee IT requests autonomously while operating 99% faster than human agents for assigned IT cases. These gains are changing staffing logic, because many organizations are beginning to size front-line support teams around exception handling rather than pure ticket volume. They are also increasing pressure on vendors to prove that AI can work inside governed workflows instead of sitting outside them as a separate assistant. Governance and privacy concerns still slow full-scale rollout in regulated settings, but the direction of adoption is now firmly established.

Saturation Among Large Enterprises Limiting Net-New License Growth

Large enterprises across the North America IT service management market already have deep platform penetration, so growth is shifting more toward expansion within existing accounts. ServiceNow reported 244 transactions above USD 1 million in net new annual contract value in Q4 2025, up 40% year over year, which points more to wallet expansion than to first-time adoption. This changes negotiation dynamics because large buyers know vendors are competing for a larger share of an existing software budget. It also pushes many enterprises to review overlapping tools and reduce platform sprawl. That process supports selected displacement wins for stronger vendors, but it narrows the room for providers that depend on new large-enterprise logos. The result is a slower net-new license environment even while total account value keeps rising.

Other drivers and restraints analyzed in the detailed report include:

1. Strong Demand For Unified IT, HR, And Customer Service Workflows
2. Regulatory Pressure For Auditability and Service Traceability In Regulated Industries
3. Long Replacement Cycles Due To Deeply Embedded Legacy Process Customization

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

Segment Analysis

Solutions held 62.61% of the North America IT service management market share in 2025, and Services are also projected to expand at a 16.12% CAGR through 2031. That lead reflects a clear buyer preference for platform-priced subscriptions over one-time implementation-heavy engagements. Enterprises increasingly want licensed capabilities that can expand over time, rather than separate software and consulting contracts that must be renegotiated whenever the scope changes. The North America IT service management market, therefore, continues to reward vendors that can package automation, self-service, analytics, and AI inside a unified software layer. This pattern also reflects the fact that ticket triage, first-response support, and basic workflow actions are being embedded in the platform rather than delivered through people-intensive service lines.

Services show the fastest-growing segment because many organizations in healthcare, government, and other complex settings need outside help to configure workflows and connect them to policy controls. Their role, however, is changing from broad implementation ownership toward targeted enablement, managed administration, and training support. ServiceNow reported that subscription revenue accounted for 97% of total fiscal 2025 revenue, while professional services and other revenue accounted for 3%, highlighting how value capture is concentrated within the software layer. That structure does not remove the need for services, but it does make them more complementary than central in many large deals. Over time, services revenue can still rise in absolute terms, yet it is likely to represent a smaller share of total spending as platform capabilities continue to absorb work that was once billed separately.

Cloud held 58.72% of the deployment segment in 2025, and it is projected to expand at a 15.89% CAGR through 2031. It was both the largest and the fastest-growing model, indicating that the migration cycle is still active rather than mature. Buyers continue to favor the cloud because it simplifies upgrades, enables new AI features to be released faster, and supports multi-site operating models with less local infrastructure. ServiceNow stated in February 2026 that its platform processes more than 80 billion workflows annually across its global customer base, which illustrates the scale benefits that favor cloud architecture. The cloud segment also benefits from the fact that many mid-sized organizations are adopting SaaS directly, rather than repeating the long on-premises investment cycle that earlier large enterprises experienced.

On-premises and hybrid models still play a role when data control, residency, or procurement rules are tighter. Federal agencies, defense-linked contractors, and some large financial and healthcare organizations continue to evaluate architecture choices through a heavier compliance lens than typical commercial buyers. Hybrid models are therefore gaining attention, as firms want cloud-grade automation and user experience while still needing tighter control over parts of the data or execution environment. BMC signed a five-year strategic collaboration agreement with AWS in February 2026 to widen SaaS availability and deepen integrations, which shows how vendors are investing to meet those mixed deployment needs across the region. The practical outcome is a deployment market where cloud keeps widening its lead, while hybrid remains relevant as a risk-managed bridge for more regulated or deeply embedded environments.

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 Country
  • United States
  • Canada
  • Mexico

List of Companies Covered in this Report:

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 Cloud-First ITSM Modernization Across Large Enterprises
  • 4.2.2 AI Assisted Ticket Triage and Workflow Automation
  • 4.2.3 Strong Demand for Unified IT, HR, and Customer Service Workflows
  • 4.2.4 Regulatory Pressure for Auditability and Service Traceability in Regulated Industries
  • 4.2.5 High Adoption of Enterprise Integration with Security and Observability Stacks
  • 4.2.6 Rapid Replacement Cycles Driven by Platform Consolidation Initiatives
• 4.3 Market Restraints
  • 4.3.1 Saturation Among Large Enterprises Limiting Net-New License Growth
  • 4.3.2 Long Replacement Cycles Due to Deeply Embedded Legacy Process Customization
  • 4.3.3 Rising Software Procurement Scrutiny and Vendor Rationalization
  • 4.3.4 Data Privacy and AI Governance Concerns Slowing GenAI Feature Rollouts
• 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 (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 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 Country
  • 5.6.1 United States
  • 5.6.2 Canada
  • 5.6.3 Mexico

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