Top 10 ITSM Software Vendors, Market Size and Market Forecast 2018-2023

Worldwide ITSM Applications Market to reach $4.6 billion by 2023, compared with $4.1 billion in 2018 at a compound annual growth rate of 2.3%.


In 2018, the top 10 IT Service Management software vendors accounted for nearly 84.7% of the global IT Service Management applications market which grew 10.4% to approach nearly $4.1 billion in license, maintenance and subscription revenues.

Last year ServiceNow led the pack with a 36.8% market share riding on a 36% jump in  ITSM license, maintenance and subscription revenues. Atlassian was #2, followed by BMC Software, Ivanti and LogMeIn, Inc.

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)

Exhibit 1 – 2018 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 $4.6 billion by 2023, compared with $4.1 billion in 2018 at a compound annual growth rate of 2.3%.

Exhibit 2: Worldwide IT Service Management Software Market 2018-2023 Forecast, $M
Year201820232018-2023 CAGR, %

Source: Apps Run The World, December 2019

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 2018 and their market shares.

RankVendor2017 IT Service Management Apps Revenues, $M2018 IT Service Management Apps Revenues, $MYoY Growth2018 IT Service Management Market Share, %Recent Developments
1ServiceNow Subscribe Subscribe36.0% SubscribeIn October 2019, ServiceNow has appointed Bill McDermott as president and CEO. In November 2019, ServiceNow acquired Fairchild Resiliency Systems to help companies better manage risk at scale.
2Atlassian Subscribe Subscribe41.0% SubscribeAtlassian acquired OpsGenie for planning and responding to IT service disruptions. When outages occur, OpsGenie routes alerts to the appropriate IT teams, speeding diagnosis and resolution, and reducing downtime. Atlassian unloaded Stride and HipChat to Slack.
3BMC Software, Inc. Subscribe Subscribe7.3% SubscribeIn November 2018, BMC Software added its Helix Cognitive Service Management solution on Microsoft Azure.
4Ivanti Subscribe Subscribe150.0% SubscribeIntroduced Ivanti Password Director, which enables IT shops to quickly and easily empower their end users to resolve their own password resets with self-service options.
5LogMeIn, Inc. Subscribe Subscribe22.4% SubscribeIn July 2019 LogMeIn released a new Unified Communications (UC) product for small businesses called Grasshopper Connect. In October 2018, LogMeIn introduced intelligent customer engagement by adding proactive AI and language features to the Bold360 platform.
6Microsoft Subscribe Subscribe14.0% SubscribeMicrosoft shipped ITSMC that provides bi-directional integration between Azure monitoring tools and ITSM tools including ServiceNow, Provance, Cherwell, and System Center Service Manager.
7IBM Subscribe Subscribe0.0% 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.
8SolarWinds Subscribe Subscribe14.9% SubscribeIn August 2019 SolarWinds launched SolarWinds Identity Monitor.
9CA Technologies, a Broadcom Company Subscribe Subscribe8.5% SubscribeCA Technologies was acquired by Broadcom in 2018 as part of the chip company’s efforts to expand into software.
10ASG Technologies Subscribe Subscribe6.0% SubscribeASG Plans to buy Mitek for its identity verification software solutions for financial services vertical.
Subtotal Subscribe Subscribe32.1% Subscribe
Other Subscribe Subscribe-42.3% Subscribe
Total Subscribe Subscribe10.4% Subscribe

Source: Apps Run The World, December 2019

Other ITSM software providers included in the report are: Access Group, Alemba, Aranda Software, Aurea, Axios Systems, Cherwell Software, 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 35+  ITSM Applications Vendors and Market Forecast 2018-2023
  • 2018 ITSM Applications Market By Industry (21 Verticals)
  • 2018 ITSM Applications Market By Functional Market (16 Markets)
  • 2018 ITSM Applications Market By Country (USA + 45 countries)
  • 2018 ITSM Applications Market By Region (Americas, EMEA, APAC)
  • 2018 ITSM Applications Market By Revenue Type (License, Services, Hardware, Support and Maintenance, Cloud)
  • 2018 ITSM Applications Market By Customer Size (revenue, employee count, asset)
  • 2018 ITSM Applications Market By Channel (Direct vs Direct)
  • 2018 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 2018-2023, By Functional Market, $M
Exhibit 4 – Worldwide Enterprise Applications Market Forecast 2018-2023, 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 Product
Domino\’s PizzaProfessional Services14100$2.79BUnited StatesAtlassianJira Service Desk
ExtendaBanking and Financial Services200$27.0MSwedenAtlassianJira Service Desk
SobeysConstruction and Real Estate125000$18.66BCanadaAxios SystemsAssyst ITSM Solution
Turner Construction CompanyInsurance9000$11.77BUnited StatesAxios SystemsAssyst ITSM Solution
HelsanaInsurance3214$6.07BSwitzerlandBMC SoftwareBMC Remedy ITSM Suite
Ministry of Education (Brazil)Government100000$2.60BBrazilBMC SoftwareBMC Remedy ITSM Suite
National Bank of CanadaAutomotive23029$4.86BCanadaBMC SoftwareBMC Remedy ITSM Suite
O2 (Telefónica UK)Banking and Financial Services21580$8.52BUnited KingdomBMC SoftwareBMC Remedy ITSM Suite
InterGrupoEducation1500$200.0MColumbiaCA TechnologiesCA Service Desk Manager
Oceana GroupProfessional Services6053$420.0MSouth AfricaCA TechnologiesCA Service Desk Manager
London School of EconomicsEducation1655$453.0MUnited KingdomCherwell SoftwareCherwell ITSM
Denton ISDConsumer Packaged Goods5000$263.0MUnited StatesIvantiIvanti IT Service Manager
The University of North Carolina at PembrokeLife Sciences500$120.0MUnited StatesIvantiIvanti IT Service Manager
AdidasRetail60000$19.00BGermanyServiceNowServiceNow IT Service Management
Affinity WaterBanking and Financial Services1400$403.0MUnited KingdomServiceNowServiceNow IT Service Management
Al Jazeera Media NetworkMedia120000$10.00BQatarServiceNowServiceNow IT Service Management
AssuranceRetail2200$200.0MUnited StatesServiceNowServiceNow IT Service Management
ExperianProfessional Services17000$4.81BUnited StatesServiceNowServiceNow IT Service Management
Royal Bank of ScotlandProfessional Services70000$12.66BUnited KingdomServiceNowServiceNow IT Service Management
SAP SuccessFactorsProfessional Services3000$600.0MUnited StatesServiceNowServiceNow IT Service Management
Tiffany & CoUtility11900$4.00BUnited StatesServiceNowServiceNow IT Service Management

Source: Apps Run The World, January 2019

Further Readings

An expanded version of this report covers the top 35+ 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 2015-2018 product revenues.

Their 2018 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.