• In 2022, there was a significant trend toward integrating AI and automation within ITSM frameworks. Companies like ServiceNow and BMC Software led the charge by introducing solutions that leverage predictive analytics and machine learning to streamline operations. This shift is particularly relevant to industries such as banking, financial services, and insurance (BFSI), which are increasingly looking for solutions that can automate complex tasks and improve service delivery.

• This growth is attributed to the increased adoption of cloud computing technologies and AI,driven automation solutions, which enhance service management frameworks.

In this report, the IT Operations and Service Management (ITOSM) Market has been segmented by Type, Industry Vertical, Application, and Geography.

This report provides an in depth analysis of various factors that impact the dynamics of IT Operations and Service Management (ITOSM) Market. These factors include; Market Drivers, Restraints and Opportunities Analysis.

Drivers, Restraints and Opportunity Analysis

Drivers

• Rising demand for streamlined IT processes
• Increased focus on service quality delivery
• Adoption of automation in IT operations

• Growth in hybrid and multi-cloud environments - The continued growth in hybrid and multi-cloud environments is a major driver fueling demand in the IT Operations and Service Management (ITOSM) market. As enterprises increasingly adopt a mix of public, private, and on-premises infrastructure, the complexity of managing these diverse ecosystems has escalated. ITOSM tools are essential for delivering visibility, automation, and control across multiple environments.

  Hybrid cloud strategies allow organizations to leverage the flexibility of cloud while maintaining critical applications on-premises for performance, compliance, or security reasons. However, this approach demands a more sophisticated operational framework to manage resource provisioning, incident response, and service delivery across various platforms. ITOSM solutions fill this gap by centralizing monitoring, reporting, and process automation.

  Multi-cloud adoption has further intensified the need for ITOSM by introducing heterogeneous environments with different configurations, APIs, and performance standards. Managing service levels, cost optimization, and infrastructure resilience across cloud providers becomes challenging without a unified operations and service management layer. This has led organizations to deploy cross-platform orchestration and analytics-driven ITSM tools.

  As enterprises pursue digital transformation and cloud-first strategies, the need for integrated, scalable, and intelligent IT operations management continues to grow. ITOSM platforms that support multi-cloud governance, hybrid infrastructure monitoring, and agile service workflows will play a critical role in ensuring performance, security, and user satisfaction in modern IT environments.

Restraints

• Complexity in integrating legacy IT systems
• High cost of deployment and customization
• Limited skilled workforce for ITSM platforms

• Resistance to organizational change and transformation - A significant restraint in the ITOSM market is the resistance to organizational change and transformation. Despite the operational benefits ITOSM platforms offer, many enterprises face internal pushback when trying to implement new systems or restructure existing workflows. This resistance often stems from fear of disruption, lack of training, or reluctance to abandon legacy practices.

  Transitioning to modern ITOSM tools involves adopting new processes, automation frameworks, and centralized governance, which can be perceived as a threat to traditional roles and responsibilities. Employees accustomed to manual, siloed processes may struggle to adapt to integrated workflows and metrics-driven performance evaluation. This slows down adoption and limits the return on investment.

  Leadership buy-in and user training are critical to overcoming this challenge, but cultural resistance can still hinder progress. Without clear communication and change management strategies, organizations may experience low user engagement, underutilization of features, and a lack of alignment between IT and business goals. This weakens the overall impact of ITOSM initiatives.

  To address this, enterprises must invest in stakeholder involvement, phased rollouts, and continuous support programs that facilitate adoption and build confidence in the system. However, resistance to change remains a substantial barrier that can delay or derail digital transformation efforts, especially in large or traditionally structured organizations.

Opportunities

• Expansion of AI in ITSM automation
• Increased demand for real-time incident response
• Growth in ITSM for remote workforce support

• Emergence of unified AIOps-driven IT platforms - The emergence of unified AIOps-driven IT platforms is creating compelling growth opportunities in the IT Operations and Service Management (ITOSM) market. AIOps (Artificial Intelligence for IT Operations) leverages machine learning and analytics to automate and enhance ITOM and ITSM processes. The convergence of AIOps and ITOSM is transforming how IT teams manage incidents, monitor performance, and deliver services.

  Unified AIOps platforms enable organizations to gain end-to-end visibility, predictive insights, and real-time alerts by correlating data from applications, infrastructure, and user interactions. This proactive approach allows IT teams to resolve issues before they impact business operations and ensures more efficient root-cause analysis during outages or service degradation.

  The integration of AIOps with ITOSM platforms improves workflow automation by enabling intelligent ticketing, anomaly detection, and resource allocation. This reduces manual intervention, mean time to resolution (MTTR), and operational overhead. As digital environments become more dynamic and complex, AIOps-driven platforms deliver the agility and intelligence required to maintain performance at scale.

  With increasing adoption of hybrid IT models and growing pressure to reduce costs while improving service quality, organizations are turning to AI-enhanced IT operations platforms for better outcomes. Vendors that combine ITOSM with powerful AIOps capabilities will be best positioned to meet evolving enterprise needs and capitalize on this high-growth opportunity.

Key players in IT Operations and Service Management (ITOSM) Market include

• IBM Corporation
• Oracle Corporation
• HP Inc.
• Compuware Corporation
• ServiceNow, Inc.
• LANDESK Software
• Cherwell Software Inc.
• BMC Software, Inc.
• ASG Software Solutions
• CA Technology, Inc.

In this report, the profile of each market player provides following information:

• Company Overview and Product Portfolio
• Market Share Analysis
• Key Developments
• Financial Overview
• Strategies
• Company SWOT Analysis