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

According to Mordor Intelligence, the Europe iT service management market size is projected to be USD 3.60 billion in 2025, USD 4.11 billion in 2026, and reach USD 8.31 billion by 2031, growing at a CAGR of 15.10% from 2026 to 2031.

This report is Segmented by Component (Solutions, and Services), Deployment (Cloud, On-Premise, and Hybrid), Application (Service Desk, Asset Management, Change Management, Knowledge Management, and More), End-User Industry (BFSI, Manufacturing, and More), Enterprise Size (Large Enterprises, and Small and Medium Enterprises), and Country. The Market Forecasts are Provided in Terms of Value (USD).

Europe ITSM Market Trends and Insights

Compliance-Driven Adoption Reshapes ITSM As A Governance Infrastructure Layer

The Europe IT service management market is being shaped by a regulatory cycle that has moved service management closer to legal and operational governance. NIS2, DORA, GDPR, and related cyber and resilience rules are forcing organizations to treat incident workflows, evidence retention, and controlled changes as essential operating capabilities. ENISA noted that interactions among NIS2, DORA, and GDPR can create multiple breach notification regimes for the same incident, underscoring the value of a single system of record for service operations and control evidence. ENISA Buyers are therefore favoring platforms that already align with ITIL process controls, and that can support audit preparation without parallel manual documentation. This matters most in BFSI and critical infrastructure, where service management decisions now carry direct compliance implications alongside operational ones. The result is that the Europe IT service management market is seeing demand that is tied less to convenience and more to regulatory readiness.

Data Residency And Privacy Mandates Drive Architectural Decisions In European ITSM Procurement

Data residency has become a design requirement in the Europe IT service management market, especially for enterprises that want to keep operational records, workflows, and service data under EU jurisdiction. Buyers are placing more weight on hosting location, key control, traceability, and portability, which is changing vendor selection before feature depth is even compared. ServiceNow on STACKIT reflects this shift because the offer is positioned around sovereign hosting under European legal and operational conditions rather than generic cloud access. This means vendors with Europe-based infrastructure, strong audit support, and clearer jurisdictional positioning are entering procurement processes with an advantage that is difficult to replicate quickly. It also means global platforms face closer scrutiny when their architecture depends on broader global operating models. The Europe IT service management market is therefore rewarding regulatory architecture as much as workflow capability.

Fragmented EU Regulatory And Procurement Environments Slow Vendor Expansion Cycles

The Europe IT service management market still faces a structural drag from the way regional rules are implemented and purchased at the country level. Even when a directive is shared across Europe, organizations still face national authorities, local interpretations, language requirements, and varying evidence expectations during implementation. ENISA highlighted that overlapping obligations under NIS2, DORA, and GDPR can create parallel notification and governance burdens, which add work before service workflows are fully configured and approved. This slows expansion for vendors that lack local references, country-specific support capability, and established procurement familiarity in multiple jurisdictions. Public entities add another layer of delay because formal tenders, qualification filters, and contract processes usually take longer than private purchases. As a result, the Europe IT service management market remains uneven across countries even when the underlying demand case is clear.

Other drivers and restraints analyzed in the detailed report include:

1. Legacy Platform Exits Create A Compressed Cloud Migration Wave Across European Enterprises
2. Cross-Border Enterprise Standardization Elevates ITSM To A Pan-European Operating Layer
3. Data Sovereignty Compliance Adds Cost And Complexity To Cloud ITSM Architectures

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

Segment Analysis

Solutions accounted for 63.72% of the Europe IT service management market size in 2025, which showed that enterprises continued to prioritize platform spending over service-only engagements. This mix reflected the fact that buyers wanted durable workflow, automation, and governance capabilities built into the core environment rather than layered on afterward. The solutions position was also strengthened by the way modern platforms package AI, analytics, asset visibility, and knowledge tools into one operating model. In the Europe IT service management market, that combination makes the software layer the main driver of long-term account value. Buyers also preferred the flexibility of expanding modules over time instead of running large stand-alone consulting projects each time a process changed.

The services segment remained the fastest-growing with 17.12% as CAGR, as implementation and compliance-heavy deployments continued across the region. The services side mattered because many European deployments remain tied to regulation-heavy operating environments and cross-country process design. Enterprises still needed implementation support, change management, migration planning, and workflow tuning where local obligations or legacy complexity were high. This was especially relevant when organizations wanted to translate incident, change, and audit requirements into platform rules that internal teams could sustain after go-live. The Europe IT service management industry therefore continued to support a meaningful services ecosystem even as its revenue mix leaned toward software. The practical shift was not that services were becoming unimportant, it was that services were increasingly tied to faster deployment, migration support, and governance alignment instead of open-ended customization.

Cloud held 58.63% of the Europe IT service management market share in 2025, which confirmed that the deployment center of gravity had already shifted toward hosted and cloud-native models. The cloud lead came from both demand pull and supply push, because buyers wanted faster upgrades and AI features, while vendors increasingly built their newest capabilities for cloud environments first. In the Europe IT service management market, this made cloud the clearest route for organizations trying to modernize without carrying the full burden of legacy infrastructure refresh. It also fit buyers who wanted shorter deployment cycles and simpler access to connected modules over time. The cloud model has therefore moved beyond convenience and into the core of platform strategy.

On-premises deployments still played a real role, especially in government, industrial, and highly regulated environments, where control, historical customization, and political sensitivity remain important. Some enterprises still viewed local infrastructure as a safer path for critical service operations, especially when they had heavily tailored environments and long-established internal ownership models. Hybrid deployment also remained relevant during phased transitions, because many organizations were not in a position to replace every service workflow at once. The Europe IT service management market thus continued to support mixed estates, even as long-term strategic direction favored cloud. Hybrid often served as a bridge, not a final destination.

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
  • Germany
  • United Kingdom
  • France
  • Russia
  • Spain
  • Rest of Europe

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 Strong Compliance-Driven Adoption of Governed IT Service Processes
  • 4.2.2 Demand for Data Residency, Privacy, and Audit-Ready Service Platforms
  • 4.2.3 Replacement of Legacy On-Premise Service Desk Systems with Cloud Models
  • 4.2.4 Growing Emphasis on Green IT and Sustainable Operations Reporting
  • 4.2.5 Cross-Border Enterprise Standardization Across Multi-Country Operations
  • 4.2.6 Rising Need for Self-Service and Employee Experience Platforms
• 4.3 Market Restraints
  • 4.3.1 Fragmented Regulatory and Procurement Requirements Across Countries
  • 4.3.2 Slower Budget Approvals in Public Sector and Traditional Enterprises
  • 4.3.3 Data Sovereignty Constraints Limiting Vendor Architecture Choices
  • 4.3.4 High Switching Costs from Mature Legacy IT Service Management Installations
• 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 Germany
  • 5.6.2 United Kingdom
  • 5.6.3 France
  • 5.6.4 Russia
  • 5.6.5 Spain
  • 5.6.6 Rest of Europe

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