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

According to Mordor Intelligence, the ITSM in healthcare market size is projected to expand from USD 1.24 billion in 2025 and USD 1.48 billion in 2026 to USD 3.77 billion by 2031, registering a CAGR of 20.52% 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, Change and Release 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 Healthcare Market Trends and Insights

Rising Electronic Health Record Workflow Complexity

EHR platforms now operate as integration hubs rather than stand-alone record systems, and that shift keeps adding new service dependencies inside the ITSM in healthcare market. Each connection to medical devices, telehealth tools, identity systems, billing platforms, and imaging environments creates new failure points that support teams must monitor and resolve. This makes the service layer itself more critical, because a routing error, access issue, or failed interface can affect clinical work rather than only office productivity. ONC expanded the data exchange framework again in July 2025 through USCDI Version 6, which added new standardized elements for cross-system exchange and widened the governance workload for healthcare IT teams. As a result, the ITSM in healthcare market is gaining from the need to manage larger and more connected digital care environments.

Telehealth and Remote Care Expansion

Telehealth has changed the support burden in the ITSM in healthcare market because care now continues well outside normal IT staffing hours. Virtual visits, remote monitoring, and distributed access points increase the number of devices, portals, and user identities that service teams must keep available. CMS simplified remote patient monitoring billing and documentation rules in the 2026 Physician Fee Schedule, which supports wider deployment of connected care tools across ambulatory and chronic care settings. HHS also extended core telehealth flexibilities through December 31, 2027, including audio-only services and broader distant-site eligibility for Federally Qualified Health Centers. That means the ITSM in healthcare market is serving a care model where one portal failure or access error can affect patients across multiple locations at the same time.

Budget Constraints in Provider and Payer IT Modernization

Budget discipline remains a real limit on the ITSM in healthcare market, even when the need for modernization is clear. Many providers still phase deployments over time, starting with incident and request modules and delaying broader capabilities such as asset, change, and knowledge management. That approach helps control near-term spending, but it also slows full platform adoption and stretches vendor revenue across longer cycles. The pressure is sharper when cybersecurity, infrastructure refresh, and clinical software projects are drawing from the same funding pool. As a result, the ITSM in healthcare market often grows through staged adoption rather than full-suite replacement.

Other drivers and restraints analyzed in the detailed report include:

1. Cybersecurity and Ransomware Pressure on Clinical Operations
2. Need for Faster IT Incident Resolution in Patient-Critical Environments
3. Integration Complexity With Legacy Hospital Systems

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

Segment Analysis

Solutions held 68.10% of the ITSM in healthcare market share in 2025, which reflected the strong preference for software platforms that already include healthcare workflows, audit trails, and integration connectors. Large health systems have favored these platforms because their clinical and administrative environments are too broad to manage through fragmented point tools. The lead position also shows that buyers increasingly want a governed framework for incidents, service requests, device visibility, and workflow accountability. In the ITSM in healthcare market, that preference supports vendors that can offer pre-configured functionality without requiring customers to build core processes from scratch.

Services are projected to expand at a 19.10% CAGR through 2031, which points to a different growth layer inside the same market. More healthcare organizations now want outside help with configuration, optimization, rollout sequencing, and post-deployment support because internal teams are stretched across many digital priorities. This is especially relevant for providers that can license a platform but cannot continuously tune workflows or knowledge content on their own. Over time, the ITSM in healthcare market is likely to see services gain importance as platform complexity rises with more automation and AI-based functions.

Cloud captured 78.35% share in 2025, which made it the clear center of deployment demand in the ITSM in healthcare market. Multi-site provider groups benefit from a single service environment that can cover hospitals, clinics, remote care settings, and partner locations without carrying local release management burdens at every site. Cloud delivery also supports faster rollout of AI tools, workflow updates, and self-service changes across distributed care networks. This has made the cloud the practical default for many healthcare customers who want scalability and governance in one operating model.

Cloud is also expected to grow at an 18.78% CAGR through 2031, which reinforces its lead as healthcare organizations modernize service operations. At the same time, on-premise and hybrid models remain relevant where data residency, sovereign control, or isolated clinical networks shape architecture choices. Ivanti's January 2026 Sovereign Edition EU for Neurons showed that vendors still see value in products designed for regulated environments that require stronger auditability and location control. Because of that, the ITSM in healthcare market is not moving toward a fully uniform deployment model, even though cloud continues to lead.

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 46.10% of the ITSM in healthcare market share in 2025, which kept it as the largest regional contributor. The region benefits from mature enterprise software procurement, large integrated delivery networks, and a compliance environment that gives structured service management a clear operational purpose. ONC's July 2025 USCDI Version 6 release expanded standardized exchange elements, which pushed governance needs further into connected application environments rather than keeping them inside internal IT alone. That backdrop continues to support the ITSM in healthcare market across the United States and Canada.

Asia-Pacific is projected to grow at a 19.45% CAGR through 2031, making it the fastest-expanding regional segment in the ITSM in healthcare market size mix. Japan is moving through a foundational infrastructure cycle, and the May 2026 healthcare sovereign cloud collaboration between Fujitsu and IBM Japan showed that local health systems are building the cloud base needed for larger service management deployments. India is creating a different path, with government-led digital health programs driving first-time adoption of records, portals, and connected workflows across public and private care settings. China adds another layer of demand through cybersecurity requirements and hospital modernization standards that increase the need for governed operational support. Taken together, these country patterns show why Asia-Pacific is widening the future addressable base for healthcare service management.

Europe occupies a more measured position because hospital modernization is advancing alongside local compliance, localization, and migration demands. The region still shows meaningful adoption, and specialist vendors such as Matrix42 and KIX Service Software demonstrate that locally focused platforms can build durable healthcare positions where implementation fit matters. South America remains earlier in adoption, with Brazil and Argentina representing the main growth pockets as private hospital groups invest in clinical IT management tools. In the Middle East and Africa, Gulf smart hospital programs and telehealth-led delivery models are creating early demand for cloud-based service management in both public and partner-supported care settings.

1. ServiceNow, Inc.
2. BMC Software, Inc.
3. Atlassian Corporation Plc
4. Ivanti, Inc.
5. Freshworks Inc.
6. 4me (Xurrent)
7. IBM Corporation
8. ManageEngine
9. Nexthink
10. SolarWinds Corporation
11. EasyVista, Inc.
12. TOPdesk Nederland B.V.
13. Matrix42 AG
14. SysAid Technologies Ltd.
15. Aisera, Inc.
16. Zendesk, Inc.
17. IFS AB
18. InvGate S.A.
19. Halo Service Desk
20. SymphonyAI

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 Rising Electronic Health Record Workflow Complexity
  • 4.2.2 Telehealth and Remote Care Expansion
  • 4.2.3 Cybersecurity and Ransomware Pressure on Clinical Operations
  • 4.2.4 Need for Faster IT Incident Resolution in Patient-Critical Environments
  • 4.2.5 Interoperability Demands Across EHR, Medical Devices, and Identity Systems
  • 4.2.6 AI-Assisted Service Automation for Clinical Support Teams
• 4.3 Market Restraints
  • 4.3.1 Budget Constraints in Provider and Payer IT Modernization
  • 4.3.2 Integration Complexity With Legacy Hospital Systems
  • 4.3.3 Regulatory and Data Privacy Compliance Burden
  • 4.3.4 Change Resistance Among Clinicians and Biomedical Teams
• 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 (VALUES)

• 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 4me (Xurrent)
  • 6.4.7 IBM Corporation
  • 6.4.8 ManageEngine
  • 6.4.9 Nexthink
  • 6.4.10 SolarWinds Corporation
  • 6.4.11 EasyVista, Inc.
  • 6.4.12 TOPdesk Nederland B.V.
  • 6.4.13 Matrix42 AG
  • 6.4.14 SysAid Technologies Ltd.
  • 6.4.15 Aisera, Inc.
  • 6.4.16 Zendesk, Inc.
  • 6.4.17 IFS AB
  • 6.4.18 InvGate S.A.
  • 6.4.19 Halo Service Desk
  • 6.4.20 SymphonyAI

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment