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

According to Mordor Intelligence, the India iT service management market size was USD 0.52 billion in 2025 and is forecast to reach USD 1.91 billion by 2031 at a CAGR of 24.08% 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), End-User Industry (BFSI, Manufacturing, and More), and Enterprise Size (Large Enterprises, and Small and Medium Enterprises). The Market Forecasts are Provided in Terms of Value (USD).

India ITSM Market Trends and Insights

Shift To AI-Enabled Service Operations Reshapes Delivery Models

The India IT service management market is moving from rule-based service handling toward AI-driven service operations that can identify, route, and resolve incidents with much less manual effort. Freshworks reported that AI-enabled ITSM teams achieved a 76.6% reduction in ticket resolution time and a 41.1% improvement in first-response time, while customer satisfaction in India rose from 97.4% to 97.83% between 2024 and 2025. This shift is changing the role of service desk teams: entry-level tickets are increasingly automated, while human staff focus more on exception handling, knowledge curation, and higher-complexity support work. Atlassian presented its Rovo Service agent as a workflow that can build an execution plan, act across connected systems, and close requests inside Jira Service Management without forcing users into other tools.. That kind of capability matters in the India IT service management market because enterprises are no longer buying platforms only for ticket recording and reporting. They are increasingly selecting platforms that can support autonomous actions inside live operational environments and shorten the path from detection to closure.

GCC Standardization Drives Enterprise-Wide ITSM Consolidation

The India IT service management market is also being supported by the scale and maturity of the country's global capability center footprint. India had nearly 2,975 global capability centers in 2024, and the value created by this base is expected to continue rising through FY2029 as centers take on more product, AI, cybersecurity, and engineering work. These centers need standardized service processes across distributed teams, which pushes buyers toward ITIL-aligned platforms that can support governance, workflow consistency, and global service rules. The effect also extends beyond the centers themselves, as suppliers and service partners often need compatible service practices to operate within larger delivery ecosystems. The Economic Survey 2025-26 also noted that GCC expansion is moving beyond core metro corridors into Tier-2 and Tier-3 cities, which broadens the geographic base of enterprise IT service demand. This supports the India IT service management market over the long term because demand is tied not only to software refresh cycles but also to the widening operational footprint of enterprise service delivery.

Legacy Migration Complexity And Switching Costs Constrain Transition Velocity

The India IT service management market still carries a large installed base of legacy environments, and that limits the pace of full platform replacement. Many large enterprises and government-linked organizations continue to run heavily customized service systems, where workflow rules, approval logic, and service catalogs have been embedded over many years. That makes migration difficult because buyers are not only moving ticket data, they are also trying to preserve business-critical operating logic without service disruption. Public sector entities and state-linked institutions often face longer approval cycles as well, which extends the time needed to validate new platforms and finalize replacement decisions. This slows the India IT service management market even when new platforms are technically stronger, because transition risk can outweigh the appeal of feature upgrades for some accounts. Vendors that provide migration tooling, staged transition methods, and lower-risk onboarding models are therefore more likely to win replacement programs in complex accounts.

Other drivers and restraints analyzed in the detailed report include:

1. Automation Pressure From Service Desk Volume Accelerates Platform Upgrades
2. Cloud-Native ITSM Adoption Accelerates Under Hyperscaler-Led Infrastructure Expansion
3. ITSM Skills Shortage Limits Deployment Velocity Across Mid-Market

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

Segment Analysis

Solutions accounted for 63.72% of the India IT service management market share in 2025, which shows that buyers still allocate most spending toward core platforms that can centralize service desk, asset, change, and knowledge workflows. This pattern reflects the preference of large enterprises and GCC-led operations for integrated environments rather than scattered tools that create governance gaps. The leading platform vendors in the India IT service management market have used this preference to position multi-module suites as the default entry point for long-term client relationships. That approach also gives vendors more room to expand account value over time because once the base platform is established, adjacent functions can be added without a full replacement discussion. In the India IT service management industry, this favors companies that can support broad workflows under a single operating model and maintain policy consistency across large user bases.

Services are forecast to expand at a 26.31% CAGR through 2031, indicating that the faster-growing part of the India IT service management market lies in deployment, optimization, and managed execution rather than software alone. Buyers increasingly need outside support because AI-enabled platforms require workflow design, data preparation, process tuning, and change management before the promised benefits can be realized. This is why India-headquartered integrators and service firms are moving from basic implementation roles toward IP-led managed ITSM offerings with deeper operational scope. The shift is also changing competition because vendors that once depended mainly on license revenue now need stronger delivery ecosystems to protect adoption and renewals. Over time, this should keep software central to spending while still raising the strategic value of the services layer across the India IT service management market.

Cloud deployment held 59.62% of the India IT service management market size in 2025, confirming that subscription-based delivery is now the dominant model for most enterprise buyers. The main appeal is not only lower infrastructure burden, but also faster standardization across distributed offices, remote teams, and outsourced service environments. This is especially relevant in the India IT service management market because large organizations often operate across multiple cities and delivery centers, which makes centralized administration more valuable. Freshworks expanded its cloud-native proposition in April 2026 by adding continuous discovery and dependency mapping to Freshservice ITAM, thereby strengthening the operational depth of a SaaS-led platform. As feature depth improves, the rationale for staying on older on-premise environments becomes weaker for buyers who do not need highly isolated infrastructure.

Cloud is also the fastest-growing deployment segment with a 26.15% CAGR through 2031, which indicates that the India IT service management market still has substantial migration room ahead. On-premise environments remain relevant in defense, select government use cases, and parts of critical infrastructure where isolation requirements remain strong. Hybrid models also continue to matter for regulated institutions that are moving gradually from legacy data centers to cloud-based service delivery. IBM's compliance-focused positioning for India's financial sector shows how cloud providers are trying to remove sovereignty and control concerns that once slowed adoption in regulated segments. As a result, the India IT service management market is likely to see cloud growth remain broad-based, while hybrid and controlled private environments stay relevant in a smaller but still important set of verticals.

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-Sized Enterprises (SME)

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. Zoho Corporation Pvt. Ltd.
8. Broadcom Inc.
9. OpenText Corporation
10. SolarWinds Corporation
11. EasyVista SA
12. SysAid Technologies Ltd.
13. TOPdesk B.V.
14. Hornbill Service Management Ltd.
15. Xurrent
16. Halo Service Solutions Ltd.
17. HCL Technologies Limited
18. Tata Consultancy Services Limited
19. Infosys Limited
20. Wipro Limited
21. Tech Mahindra Limited
22. LTIMindtree Limited
23. Persistent Systems Limited
24. Mphasis 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 Shift to AI-Enabled Service Operations
  • 4.2.2 Expansion of Cloud-Native ITSM Adoption
  • 4.2.3 Rising Managed Services Demand in Mid-Market Enterprises
  • 4.2.4 India-Specific Data Residency and Sovereignty Requirements
  • 4.2.5 Automation Pressure From High Service Desk Ticket Volumes
  • 4.2.6 GCC-Led Standardization of Enterprise Service Management
• 4.3 Market Restraints
  • 4.3.1 Legacy Migration Complexity and Switching Costs
  • 4.3.2 Shortage of Skilled ITSM, AIOps, and Process Consulting Talent
  • 4.3.3 Fragmented Tool Sprawl Across Enterprise IT Stacks
  • 4.3.4 Budget Sensitivity Among Small and Mid-Sized Enterprises
• 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 Analysis

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-Sized Enterprises (SME)

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 Zoho Corporation Pvt. Ltd.
  • 6.4.8 Broadcom Inc.
  • 6.4.9 OpenText Corporation
  • 6.4.10 SolarWinds Corporation
  • 6.4.11 EasyVista SA
  • 6.4.12 SysAid Technologies Ltd.
  • 6.4.13 TOPdesk B.V.
  • 6.4.14 Hornbill Service Management Ltd.
  • 6.4.15 Xurrent
  • 6.4.16 Halo Service Solutions Ltd.
  • 6.4.17 HCL Technologies Limited
  • 6.4.18 Tata Consultancy Services Limited
  • 6.4.19 Infosys Limited
  • 6.4.20 Wipro Limited
  • 6.4.21 Tech Mahindra Limited
  • 6.4.22 LTIMindtree Limited
  • 6.4.23 Persistent Systems Limited
  • 6.4.24 Mphasis Limited

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment