중부 및 동유럽의 ITSM : 시장 점유율 분석, 업계 동향 및 통계, 성장 예측(2026-2035년)

According to Mordor Intelligence, the central and Eastern Europe ITSM market size is expected to grow from USD 335.70 million in 2025 to USD 390.63 million in 2026 and is forecast to reach USD 865.30 million by 2035 at 17.24% CAGR over 2026-2035.

This report is Segmented by Component (Solutions, Services), Deployment (Cloud, On-Premises, 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, Small and Medium Enterprises). The Market Forecasts are Provided in Terms of Value (USD).

Central and Eastern Europe ITSM Market Trends and Insights

Rising Adoption Of Cloud-Based ITSM Platforms Across Midmarket Enterprises

Midmarket organizations are becoming a major source of new demand in the Central and Eastern Europe ITSM market because cloud delivery has lowered the need for local infrastructure and shortened deployment cycles. Poland already has a strong cloud foundation inside business services operations, with 93.8% of IT-focused centers using Microsoft Azure and 81.3% using AWS as of the 2025 ABSL sector report. This installed hyperscaler base makes SaaS ITSM procurement easier because many firms can add service management software without a separate infrastructure build. The same ABSL report also showed that 75% of IT-focused centers in Poland were already using enterprise ITSM platforms, which signals that cloud-led operating models are now part of mainstream regional delivery practice. Vendors with lower entry pricing and faster onboarding are benefiting most in the midmarket because buyers want modern workflow tools without the cost and delay tied to larger enterprise rollouts. That pattern is widening the addressable base of the Central and Eastern Europe ITSM market beyond large accounts and is improving new logo flow across the region.

Increasing Need For Workflow Automation And Service Standardization

The Central and Eastern Europe ITSM market is also moving forward because shared service centers need consistent workflows across countries, teams, and internal systems. ABSL reported that 74.1% of centers in Poland implemented Intelligent Process Automation in 2024, up from 65.2% a year earlier, and the average automation rate reached 22.4% of tasks. As automation spreads, ITSM platforms are becoming the control layer that records events, routes exceptions, and keeps approvals visible across business processes. Freshworks reinforced this direction in Q1 2026 when it reported that Freshservice had integrated Device42 for infrastructure discovery and FireHydrant for incident response into a unified service operations environment. That kind of integration matters because buyers are no longer judging ITSM only by ticket handling; they are using it to govern broader workflow automation across asset, incident, and service processes. In turn, the Central and Eastern Europe ITSM market is seeing stronger renewal logic because platforms tied to automation governance become harder to replace.

Legacy Infrastructure And Tool Sprawl Slowing Platform Consolidation

Legacy environments remain a real brake on the Central and Eastern Europe ITSM market because many enterprises still operate several overlapping service, monitoring, and asset tools at once. This is especially visible in manufacturing, utilities, and government settings where older systems have been kept in place across multiple technology cycles. Manufacturing alone held 19% of 2025 revenue, and that matters because OT environments often sit outside standard ITSM designs and require separate integration work. Migration projects also slow down when CMDB records are incomplete or inaccurate, since asset data often needs cleanup before a new platform can deliver the visibility buyers expect. Vendors are responding with discovery and migration tooling, but those add-ons raise total ownership cost for buyers that already face budget pressure. This restraint keeps some demand in the Central and Eastern Europe ITSM market from converting quickly, even when the long-term business case is clear.

Other drivers and restraints analyzed in the detailed report include:

1. Greater Demand For Hybrid Work Enablement And Self-Service Support
2. Regulatory Pressure For Auditability, Access Control, And Service Traceability
3. Budget Sensitivity Among Small And Medium Enterprises

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

Segment Analysis

Solutions held 62% of the Central and Eastern Europe ITSM market share in 2025, which shows that buyers still place software platforms at the center of service management spending. The largest part of this demand comes from service desk tools, CMDB functions, knowledge modules, and self-service layers that organizations want to own inside their operating model rather than outsource through managed delivery contracts. In practical terms, that preference is strongest in countries with deeper in-house IT capability, especially where shared service centers already manage large regional workloads. Poland stands out in this regard because 75% of IT-focused business service centers were already using enterprise ITSM platforms in 2025.

The Central and Eastern Europe ITSM market is still seeing stronger momentum in services, with that component projected to expand at an 18.65% CAGR through 2031. That growth reflects rising need for implementation, workflow design, AI configuration, and ongoing support for buyers that do not have dedicated ITSM teams. Freshworks showed this service opportunity clearly in Q1 2026 when it described a unified platform that brought together ticketing, assets, incidents, services, and workflows through Freshservice, Device42, and FireHydrant. Midmarket firms in Romania, Slovakia, and Hungary are especially relevant here because they may need compliant workflows but often prefer vendor or partner assistance to keep operations running smoothly. As a result, solutions remain the revenue anchor, while services are becoming the faster layer of growth as deployments become more complex and more closely tied to compliance and automation.

Cloud accounted for 64% of the Central and Eastern Europe ITSM market in 2025, which made it the dominant deployment model by a clear margin. The appeal is straightforward because SaaS platforms reduce local infrastructure needs, support continuous feature updates, and allow a single tenant to serve multiple countries at once. That model fits the operating reality of shared service centers in Poland, the Czech Republic, Romania, and Slovakia, where support teams often work across borders and need a common service layer. The strength of the underlying cloud base is visible in Poland, where 93.8% of IT-focused centers used Microsoft Azure and 81.3% used AWS in 2025.

Cloud is also projected to grow at a 19.30% CAGR through 2031, so it leads the Central and Eastern Europe ITSM market on both installed base and expansion speed. This dual position suggests that migration is still far from complete and that many organizations remain in transition from on-premise or hybrid environments. On-premise demand remains present in government and defense-related settings where data control and procurement cycles slow movement to public cloud, while hybrid models continue to serve manufacturers and financial institutions that keep sensitive workloads on private infrastructure. Those mixed environments are likely to narrow over time as residency frameworks become more standardized and as vendor AI features continue to arrive first through cloud delivery. The result is a deployment mix that still includes legacy and transitional forms, but one in which cloud is setting the operating standard for the Central and Eastern Europe ITSM market.

Complete Report Scope:

• By Component
  • Solutions
  • Services
• By Deployment
  • Cloud
  • On-Premise
  • Hybrid
• By Application
  • Service Desk
  • Asset And Configuration Management
  • Change And Release Management
  • Service Request Management
  • Knowledge Management
  • Other Applications
• By End-User Industry
  • BFSI
  • Manufacturing
  • Government
  • IT And Telecom
  • Retail And E-Commerce
  • Healthcare
  • Travel And Hospitality
  • Other Industries
• By Enterprise Size
  • Large Enterprises
  • Small And Medium Enterprises
• By Geography
  • Poland
  • Czech Republic
  • Hungary
  • Romania
  • Slovakia
  • Rest Of Central And Eastern Europe

List of Companies Covered in this Report:

1. ServiceNow, Inc.
2. BMC Software, Inc.
3. Ivanti, Inc.
4. Atlassian Corporation Plc
5. Freshworks Inc.
6. ManageEngine, a division of Zoho Corporation Pvt. Ltd.
7. Microsoft Corporation
8. Broadcom Inc.
9. OpenText Corporation
10. SolarWinds Corporation
11. IBM Corporation
12. DXC Technology Company
13. Accenture plc
14. Atos SE
15. Tietoevry Oyj
16. Asseco Poland S.A.
17. Comarch S.A.
18. Efecte Oyj
19. TOPdesk Holding B.V.

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 Adoption Of Cloud-Based ITSM Platforms Across Midmarket Enterprises
  • 4.2.2 Increasing Need For Workflow Automation And Service Standardization
  • 4.2.3 Greater Demand For Hybrid Work Enablement And Self-Service Support
  • 4.2.4 Regulatory Pressure For Auditability, Access Control, And Service Traceability
  • 4.2.5 AI-Assisted Ticket Triage And Knowledge Discovery Improving Resolution Efficiency
  • 4.2.6 Cross-Border Shared Service Center Expansion Across Central and Eastern Europe
• 4.3 Market Restraints
  • 4.3.1 Legacy Infrastructure And Tool Sprawl Slowing Platform Consolidation
  • 4.3.2 Budget Sensitivity Among Small And Medium Enterprises
  • 4.3.3 Integration Complexity With ERP, Identity, And Monitoring Stacks
  • 4.3.4 Data Residency And Procurement Constraints In Public Sector And Regulated Verticals
• 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 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
  • 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 End-User Industry
  • 5.4.1 BFSI
  • 5.4.2 Manufacturing
  • 5.4.3 Government
  • 5.4.4 IT And Telecom
  • 5.4.5 Retail And E-Commerce
  • 5.4.6 Healthcare
  • 5.4.7 Travel And Hospitality
  • 5.4.8 Other Industries
• 5.5 By Enterprise Size
  • 5.5.1 Large Enterprises
  • 5.5.2 Small And Medium Enterprises
• 5.6 By Geography
  • 5.6.1 Poland
  • 5.6.2 Czech Republic
  • 5.6.3 Hungary
  • 5.6.4 Romania
  • 5.6.5 Slovakia
  • 5.6.6 Rest Of Central And Eastern 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 BMC Software, Inc.
  • 6.4.3 Ivanti, Inc.
  • 6.4.4 Atlassian Corporation Plc
  • 6.4.5 Freshworks Inc.
  • 6.4.6 ManageEngine, a division of Zoho Corporation Pvt. Ltd.
  • 6.4.7 Microsoft Corporation
  • 6.4.8 Broadcom Inc.
  • 6.4.9 OpenText Corporation
  • 6.4.10 SolarWinds Corporation
  • 6.4.11 IBM Corporation
  • 6.4.12 DXC Technology Company
  • 6.4.13 Accenture plc
  • 6.4.14 Atos SE
  • 6.4.15 Tietoevry Oyj
  • 6.4.16 Asseco Poland S.A.
  • 6.4.17 Comarch S.A.
  • 6.4.18 Efecte Oyj
  • 6.4.19 TOPdesk Holding B.V.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment