Top 10 ITSM Software Vendors, Market Size and Market Forecast 2020-2025

Worldwide ITSM Applications Market to reach $6.8 billion by 2025, compared with $6.3 billion in 2020 at a compound annual growth rate of 1.5%.

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In 2020, the top 10 IT Service Management software vendors accounted for nearly 87.2% of the global IT Service Management applications market which grew 16.5% to approach nearly $6.3 billion in license, maintenance and subscription revenues.

Last year ServiceNow led the pack with a 39.6% market share riding on a 22.4% jump in  ITSM license, maintenance and subscription revenues. Atlassian was #2, followed by LogMeIn, Inc, BMC Software, and Ivanti.

We ask the simple question: Who’s buying ITSM applications from whom and why? And we provide the answers – supported by decades of research – to our clients around the world. (Sample from our Apps Database)

Top 10 ITSM Software Vendors, Market Size and Market Forecast 2020-2025
Exhibit 1 – 2020 IT Service Management Applications Market Shares Split By Top 10 IT Service Management Vendors and Others

Through our forecast period, the ITSM applications market size is expected to reach $6.8 billion by 2025, compared with $6.3 billion in 2020 at a compound annual growth rate of 1.5%.

Exhibit 2: Worldwide IT Service Management Software Market 2020-2025 Forecast, $M
Year202020252020-2025 CAGR, %
Total633668301.5%

Source: Apps Run The World, December 2021

Top 10 IT Service Management Software Vendors

ITSM applications are being used to make a growing number of employee self-service functions possible through enterprise service management for asset, incident and project management. ITSM applications are considered a derivative market with revenue contribution to functional areas such as Project and Portfolio Management and Enterprise Resource Planning.

Massive software projects to digitize business communities fuel growth of Cloud-based vendors such as Atlassian and ServiceNow as incumbents like BMC and CA race to meet changing IT requirements.

Here are the rankings of the top 10 IT Service Management software vendors in 2020 and their market shares.

RankVendor2019 IT Service Management Apps Revenues, $M2020 IT Service Management Apps Revenues, $MYoY Growth2020 IT Service Management Market Share, %Recent Developments
1ServiceNow Subscribe Subscribe22.4% SubscribeServiceNow expects to have an estimated $5.5 Billion in revenues worldwide for CY2021, and an international presence that can generate new business across geographies. ServiceNow acquired the following companies in 2021 to accelerate innovation and enhance talent: DotWalk (Nov 2021), Gekkobrain (Oct 2021), Mapwize (Aug 2021), Swarm64 (Aug 2021), Lightstep (May 2021), Intellibot (Mar 2021), ElementAI (Jan 2021).
2Atlassian Subscribe Subscribe11.6% SubscribeThe company stopped selling new on-prem server licenses as of 2021. While the company is supporting existing on-prem server customers until 2024, the idea is to now move them to the cloud and this offering should help. One thing that is clear is that the pandemic has accelerated the move to the cloud by companies of every size, and this should encourage the company’s largest customers to make the move.Atlassian’s number of total customers increased to 236118 as of June 2021 from 174,097 at June 30, 2020.
3LogMeIn, Inc. Subscribe Subscribe30.0% SubscribeIn 2020, LogMeIn has launched Remote Deployment for GoToMyPC enabling IT administrators and business professionals to remotely deploy, install, and configure GoToMyPC remote access software across any number of computers simultaneously.
4BMC Software, Inc. Subscribe Subscribe12.7% SubscribeBMC Software has recently announced the industry’s first end-to-end integrated ITSM and ITOM platform which brings together the capabilities of ITSM and ITOM into BMC Helix. Integrated solutions will enable IT teams to discover, optimize, remediate and deliver through an omnichannel for IT and business users. Such solutions will eliminate silos to make better-informed decisions and enhance the customer experience. It’ll also help in discovering unknown assets in multi-cloud, monitor & predict events, uncover & remediate security vulnerabilities and provide 360-degree intelligence environment.
5Ivanti Subscribe Subscribe0.2% SubscribeIvanti’s software is utilized by over 40,000 customers across various industries and five continents. From patch management and IT security solutions to IT Asset Management, IT Service Management, and IT Systems Management to solutions for the warehouse, Ivanti changes the way businesses work.
In 2021, Ivanti acquired Cherwell and their Cherwell Service Management platform to provide even greater capabilities in ESM and also in 2021, released Ivanti Neurons for HR and Ivanti Neurons for Facilities to provide the same consistent experience for employees across their onboarding, remote work services, and return to the office initiatives.
6Microsoft Subscribe Subscribe14.3% SubscribeGitHub, which has 73 million developers, has emerged as the focal point of Microsoft’s ITSM strategy. Customers are choosing GitHub Enterprise to provide their developer teams the right platform to build, ship, and maintain software. In 1QFY22, it introduced more than 70 enterprise features like GitHub Actions for developers to better manage their workflows.
Try Microsoft Apps.
7Broadcom Inc. Subscribe Subscribe5.4% SubscribeBroadcom Inc. has acquired CA Technologies to build one of the world’s leading infrastructure technology companies. The all-cash transaction represents an equity value of approximately $18.9 billion and an enterprise value of approximately $18.4 billion. CA Technologies has more than 90000 customers across the globe.
8IBM Subscribe Subscribe-8.8% SubscribeITSM remains a key focus for IBM after spinning off units like AppScan, Big Fix, Notes and Domino to HCL. Its Red Hat purchase could be a boon for IT security.
9Cisco Systems Subscribe Subscribe6.7% SubscribeCisco ACI, Cisco Cloud Center, and ServiceNow together automate and orchestrate service provisioning & activation workflow by completely hiding complexities of infrastructure from IT or LOB end-users through software-defined abstraction. Using this powerful integrated solution, IT organizations can achieve accurate service mapping and extremely fast service provisioning, while having automated coordination between dynamic Hybrid IT infrastructure and relevant business services.
10Datto Subscribe Subscribe9.7% SubscribeDatto protects business data and provides secure connectivity for tens of thousands of the world’s fastest-growing companies. Datto’s Total Data Protection solutions deliver uninterrupted access to business data on-site, in transit, and in the cloud. Thousands of IT service providers globally rely on Datto’s combination of pioneering technology and dedicated services to ensure businesses are always on.
Subtotal Subscribe Subscribe15.8% Subscribe
Other Subscribe Subscribe21.1% Subscribe
Total5440633616.5%100%

Source: Apps Run The World, December 2021

Other ITSM software providers included in the report are: Access Group, Alemba, Aranda Software, Aurea, Axios Systems, Cisco Systems, Citrix, DataOcean, Datto | Autotask, EasyVista, Espressive, Freshworks (formerly Freshdesk), Liferay, Inc, Oracle, QuickBase, Inc. (Intuit, Inc.), Roper Technologies, Inc., SAP, Sunview Software, SysAid Technologies, TeamDynamix, TOPdesk, Yonyou, Zoho Corp.

Custom data cuts related to the ITSM Applications market are available:

  • Top 40+  ITSM Applications Vendors and Market Forecast 2020-2025
  • 2020 ITSM Applications Market By Industry (21 Verticals)
  • 2020 ITSM Applications Market By ITSM Segments and Categories
  • 2020 ITSM Applications Market By Country (USA + 45 countries)
  • 2020 ITSM Applications Market By Region (Americas, EMEA, APAC)
  • 2020 ITSM Applications Market By Revenue Type (License, Services, Hardware, Support and Maintenance, Cloud)
  • 2020 ITSM Applications Market By Customer Size (revenue, employee count, asset)
  • 2020 ITSM Applications Market By Channel (Direct vs Direct)
  • 2020 ITSM Applications Market By Product

Exhibit 4 shows the enterprise applications market by functional area. The highest growth functional markets revolve around smaller segments like eCommerce, Enterprise Performance Management, Sales Performance Management and Treasury and Risk, where first movers remain less established than those that for decades have been entrenched in functional areas like ERP, CRM and PLM.

Exhibit 4 - Worldwide Enterprise Applications Market Forecast 2020-2025, By Functional Market, $M
Exhibit 4 – Worldwide Enterprise Applications Market Forecast 2020-2025, By Functional Market, $M

IT Service Management Win/Loss Analysis As Part Of Enterprise Applications Buyer Insight Customer Database

On the buyer side, customers are investing in IT Service Management systems based on new features and capabilities that are expected to replace their existing legacy systems. In many cases, competitive upgrades and replacements that could have a profound impact on future market-share changes will become more widespread.

Since 2010, our global team of researchers have been studying the patterns of the latest ITSM software purchases by customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.

Updated continuously, our database features win/loss extensive analysis. Each year our research team identifies tens of thousands of these customer wins and losses from public and proprietary sources.

The research results are being incorporated into regular updates in our Enterprise Applications Buyer Insight Customer Database. You can access the Quarterly Win/Loss Analysis Scoreboard and our Enterprise Applications Buyer Insight Customer Database by becoming a subscriber.

CustomerIndustryEmpl.RevenueCountryVendorNew ProductCategory
The Home Depot, Inc.Retail504800$132.11BUnited StatesAtlassianJira Service DeskIT Service Management
Fiat Chrysler AutomobilesAutomotive191752$131.64BItalyAtlassianJira Service DeskIT Service Management
BoschManufacturing395000$87.41BGermanyAtlassianJira Service DeskIT Service Management
Citibank National AssociationBanking and Financial Services239000$76.40BUnited StatesAtlassianJira Service DeskIT Service Management
T-Mobile Retail USACommunications75000$68.40BUnited StatesAtlassianJira Service DeskIT Service Management
Exxon Mobil CorporationOil, Gas and Chemicals72000$181.50BUnited StatesBMC SoftwareBMC Remedy ITSM SuiteIT Service Management
Ford Motor CompanyAutomotive182000$127.14BUnited StatesBMC SoftwareBMC Remedy ITSM SuiteIT Service Management
JPMorgan Chase & Co.Banking and Financial Services265790$119.54BUnited StatesBMC SoftwareBMC Remedy ITSM SuiteIT Service Management
Bank of America CorporationBanking and Financial Services209000$86.27BUnited StatesBMC SoftwareBMC Remedy ITSM SuiteIT Service Management
Wells Fargo & CompanyBanking and Financial Services253871$72.34BUnited StatesBMC SoftwareBMC Remedy ITSM SuiteIT Service Management
Charter Communications, Inc.Communications96100$48.10BUnited StatesBMC SoftwareBMC Remedy ITSM SuiteIT Service Management
Liberty Mutual Insurance GroupInsurance45000$43.80BUnited StatesBMC SoftwareBMC Remedy ITSM SuiteIT Service Management
WellCare Health Plans, Inc.Healthcare14000$20.41BUnited StatesBroadcomBroadcom CA Service Desk ManagerIT Service Management
GEODIS USATransportation41000$9.96BFranceBroadcomBroadcom CA Service Desk ManagerIT Service Management
Orano SAOil, Gas and Chemicals16500$4.52BFranceBroadcomBroadcom CA Service Desk ManagerIT Service Management
The National Centre for Space Studies – CNESProfessional Services5000$2.90BFranceBroadcomBroadcom CA Service Desk ManagerIT Service Management
HSBC FranceBanking and Financial Services11700$2.77BFranceBroadcomBroadcom CA Service Desk ManagerIT Service Management
Oceana GroupProfessional Services6053$420.0MSouth AfricaBroadcomBroadcom CA Service Desk ManagerIT Service Management
Thai Union Group PCL.Consumer Packaged Goods46500$3.63BThailandFreshworksFreshserviceIT Service Management
Hilcorp Energy CompanyOil, Gas and Chemicals3000$3.00BUnited StatesFreshworksFreshserviceIT Service Management
WebhelpProfessional Services50000$1.83BFranceFreshworksFreshserviceIT Service Management
Eastern Washington UniversityEducation16000$1.50BUnited StatesFreshworksFreshserviceIT Service Management
TravelopiaLeisure and Hospitality4000$1.40BUnited KingdomFreshworksFreshserviceIT Service Management
Cooperative Financial Services (inc Co op Bank)Banking and Financial Services2800$800.0MUnited KingdomIBMIBM TivoliIT Service Management
TsysBanking and Financial Services13200$4.00BUnited StatesIBMIBM TivoliIT Service Management
VoicenterProfessional Services1000$50.0MParaguayIBMIBM TivoliIT Service Management
CommerzbankBanking and Financial Services49174$10.10BGermanyIvantiIvanti IT Service ManagerIT Service Management
Denton ISDConsumer Packaged Goods5000$263.0MUnited StatesIvantiIvanti IT Service ManagerIT Service Management
The University of North Carolina at PembrokeLife Sciences500$120.0MUnited StatesIvantiIvanti IT Service ManagerIT Service Management
unosquareProfessional Services600$35.0MMexicoIvantiIvanti IT Service ManagerIT Service Management
Koch IndustriesOil, Gas and Chemicals130000$110.00BUnited StatesLogMeInLogMeIn GoToMyPCRemote Desktop
WestRock CompanyManufacturing51100$17.58BSingaporeLogMeInLogMeIn GoToMyPCRemote Desktop
Booking.com USAProfessional Services17000$15.00BNetherlandsLogMeInLogMeIn GoToMyPCRemote Desktop
Universal Health Services, Inc.Healthcare68100$11.56BUnited StatesLogMeInLogMeIn GoToMyPCRemote Desktop
Sempra EnergyUtilities18000$10.83BUnited StatesLogMeInLogMeIn GoToMyPCRemote Desktop
Core-Mark Holding Company, Inc.Distribution8413$10.28BUnited StatesLogMeInLogMeIn GoToMyPCRemote Desktop
Walmart Inc.Retail2300000$559.15BUnited StatesServiceNowServiceNow ITSMIT Service Management
Amazon.com, Inc.Retail1335000$386.06BUnited StatesServiceNowServiceNow ITSMIT Service Management
Apple, Inc.Manufacturing147000$274.52BUnited StatesServiceNowServiceNow ITSMIT Service Management
CVS Health CorporationHealthcare256500$268.71BUnited StatesServiceNowServiceNow ITSMIT Service Management
McKesson CorporationHealthcare70000$231.05BUnited StatesServiceNowServiceNow ITSMIT Service Management
Costco Wholesale CorporationDistribution288000$195.93BUnited StatesServiceNowServiceNow ITSMIT Service Management
AmerisourceBergen Corp.Healthcare41000$189.89BUnited StatesServiceNowServiceNow ITSMIT Service Management
Alphabet Inc.Professional Services135301$182.53BUnited StatesServiceNowServiceNow ITSMIT Service Management
Beyond VisionProfessional Services75$6.0MPakistanZoho Corp.Zoho Bug TrackerIT Service Management
IpsosProfessional Services17730$2.20BFranceZoho Corp.Zoho Bug TrackerIT Service Management
SnapCommunications3713$1.72BUnited StatesZoho Corp.Zoho Bug TrackerIT Service Management

Source: Apps Run The World, December 2021

Further Readings

An expanded version of this report covers the top 40+ IT Service Management Software Vendors, offering in-depth analysis of the market dynamics, vendors’ Strengths, Customers, Opportunities, Risks and Ecosystems as well as their ability to gain Shares (SCORES) within their respective space.

We also offer win-loss analysis of the quarterly wins of these top vendors and whether incumbents and upstarts pose any real threat to their standing amid shifting market requirements and user preferences.

More Enterprise Applications Research Findings

Based on the latest annual survey of 3,000+ enterprise software vendors, Apps Run The World is releasing a number of dedicated reports, which profile the world’s 500 largest Enterprise Applications Vendors (Apps Top 500) and the world’s 500 largest Cloud Applications Vendors (Cloud Top 500) ranked by their 2015-2020 product revenues.

Their 2020 results are being broken down, sorted and ranked across 16 functional areas (from Analytics to Treasury and Risk Management) and by 21 vertical industries (from Aerospace to Utility), as shown in our Taxonomy. Further breakdowns by subvertical, country, company size, etc. are available as custom data cuts per special request.

Research Methodology

Each year our global team of researchers conduct an annual survey of thousands of enterprise software vendors by contacting them directly on their latest quarterly and annual revenues by country, functional area, and vertical market.

We supplement their written responses with our own primary research to determine quarterly and yearly growth rates, In addition to customer wins to ascertain whether these are net new purchases or expansions of existing implementations.

Another dimension of our proactive research process is through continuous improvement of our customer database, which stores more than one million records on the enterprise software landscape of over 100,000 organizations around the world.

The database provides customer insight and contextual information on what types of enterprise software systems and other relevant technologies are they running and their propensity to invest further with their current or new suppliers as part of their overall IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.

The result is a combination of supply-side data and demand-generation customer insight that allows our clients to better position themselves in anticipation of the next wave that will reshape the enterprise software marketplace for years to come.