The internationally recognized IT market research company Gartner® has published the "Market Guide for IT Service Management Platforms 2025." USU is listed as one of 20 recognized Representative Vendors.
Key Findings and Trends in IT Service Management
According to the latest Gartner® report, IT Service Management (ITSM) platforms play a central role in the delivery and automation of IT services. Despite market maturity, Gartner® forecasts a growth of 15.1% in 2025 and expects the market volume to reach $14.9 billion by 2028.
Market developments indicate an increasing integration of AI technologies, hybrid deployment models, and expanded use beyond traditional ITSM functions. The growing complexity of IT environments and increasing demands for flexibility and agility challenge companies to deploy more comprehensive and adaptable ITSM solutions.
A particularly significant trend is the expansion of ITSM platforms into adjacent areas such as Enterprise Service Management (ESM). Organizations are increasingly adopting ITSM tools that can also be used in HR, facility management, and finance departments. Gartner® also states, “access to generative AI: The proliferation of public large language models has reduced the barriers of entry for vendors to integrate GenAI into their offerings... Gartner continues to see broad investments into AI and machine learning (ML) from ITSM platform vendors...GenAI technology is further accelerating investments into AI/ML, with more immersive conversational AI experiences, knowledge generation and case summarization use cases.”
"We believe, being recognized once again in the Gartner® Market Guide confirms our strategic direction. Through innovative advancements in AI, automation, and service integration, we support companies make their IT processes more efficient and sustainably optimize costs," explains Peter Stanjeck, Managing Director R&D at USU.
A complimentary copy of the Gartner® report "Market Guide for IT Service Management Platforms," published on February 5, 2025, by analysts Rich Doheny and Chris Matchett, is available at the USU website.