IT Service Management Tools Statistics

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IT Service Management Tools Statistics 2023: Facts about IT Service Management Tools outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on IT Service Management Tools, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

Are you planning to form an LLC? Maybe for educational purposes, business research, or personal curiosity, whatever the reason is – it’s always a good idea to gather more information about tech topics like this.

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Top IT Service Management Tools Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 52 It Service Management Tools Statistics on this page 🙂

IT Service Management Tools “Latest” Statistics

  • Fleet managers and executives claimed that the COVID-19 pandemic had a detrimental effect on different companies in 55% of cases.[1]
  • Based on the time frame in achieving positive ROI, less than a year (59%) and 1 or more years (21%) in services; less than a year (50%) and 1 year or more years (19%) in transportation; and less than a year (36%) and 1 or more years (26%) in construction.[1]
  • 64% can handle shifting priorities, increasing software delivery by 64% and increasing team output by 47%.[1]
  • The IoT is now present in 73% of field management companies’ activities.[1]
  • 77% of FSOs spend money on tools and technologies that support information enablement.[1]
  • In 2020, 61% of fleet managers said that the capacity of FSM software to gather client information, work specifics, and automatically update records was the most crucial aspect.[1]
  • In this period of economic and regulatory uncertainty caused by the epidemic, 44% of fleet managers saw rising costs as their biggest issue.[1]
  • GPS fleet tracking’s advantages for field service management: accident expenses by 11%, a reduction in labor expenses by 10%, and a reduction in gasoline prices by 8%.[1]
  • According to estimates from Allied Market Research, the size of the worldwide field service management market would increase between 2021 and 2030 at a CAGR of 19.7%.[1]
  • In reality, the pandemic had a detrimental effect on their firms, according to 55% of fleet managers and executives.[1]
  • Between 2017 and 2022, the U.S. market for field service management software grew by an average of 13% annually.[1]
  • According to the same report, 32% of companies who used fleet monitoring technology saw a good return on investment within only six months.[1]
  • Artificial intelligence and mobility together increase field service agent productivity by 30% to 40%.[1]
  • According to Allied Market Research 2021, the worldwide market for field service management was expected to reach USD4,005 million in 2020.[1]
  • They are 63% better at maintaining vehicles. 53% less gasoline was used, and 50% better customer service.[1]
  • 36% need to improve on certain fundamental performance indicators, whereas 3% are exempt from this need.[2]
  • 39% of ITMS experts say they’d want to learn more about business objectives and tactics but don’t.[2]
  • 36% of respondents said they are extremely aware of the business repercussions of significant disasters, while 52% acknowledged that even minor IT failures may influence personal and corporate productivity.[2]
  • Only 21% of ITSM professionals always make sure that their coworkers’ expectations are handled, despite treating them like customers in 95% of cases.[2]
  • The individuals they service inside their parent company are customers of 95% of ITSM practitioners.[2]
  • The good news is that just 3% of respondents said their IT businesses are exclusively concerned with IT value for money.[2]
  • Only 13% of firms have mapped all of their IT services to business objectives, while another 25% of organizations are satisfied with the amount of mapping that has been done. This means that 50% of survey respondents believe that their IT department needs to do more in this area.[2]
  • 38% of survey participants have linked their IT services to business results and continue to gauge their performance using conventional IT and ITSM measures.[2]
  • Most ITSM professionals are ok with their level of general business knowledge, with just 29% saying they need to learn more about their company’s goods, services, markets, and clients.[2]
  • It’s interesting and heartening to see that 95% of survey respondents said they saw the consumers they serve inside their parent firm as they do.[2]
  • Merely 40% of survey respondents were extremely knowledgeable about the business costs of IT difficulties, and 50% were only knowledgeable about IT expenses.[2]
  • Only 13% of ITSM experts are specifically aware of how their IT organization’s yearly investment in it benefits their company.[2]
  • Among ITSM experts, just 21% always make sure that their end users or customers are aware of what is possible and by when.[2]
  • Besides the standard ITSM key performance indicators KPIs, only 9% of IT businesses now assess performance using measures relevant to business success.[2]
  • Only 5% of respondents to the poll said they didn’t think about IT services, which must be a success indicator for ITIL and other best practice approaches to ITSM.[2]
  • While another 38% of those surveyed said they needed to improve in managing expectations.[2]
  • Only 21% of respondents to the poll said they always made sure their end users’ consumers knew what could be done and by when.[2]
  • Only 9% of survey respondents overall said that IT organization’s performance was monitored using measures relevant to business success besides conventional ITSM KPIs.[2]
  • The growth rate of worldwide IT operations and service management is 75% annually compounded.[3]
  • A little over 44% of people think AI would somewhat diminish the number of ITSM jobs, while 32% don’t think it will have any impact on job security.[3]
  • Only 13% of ITSM staff members claim to be engaged in their organization’s DevOps initiatives, although DevOps encompasses operations. 70% of respondents claim that their level of engagement has either been inadequate or nonexistent.[3]
  • The process of digital transformation may be aided by IT operations services, and leaders of the digital transformation and IT operations share 72% of the same objectives.[3]
  • Other company sectors that have been negatively impacted by IT service outages include R&D (38.7%), marketing (37%), finance (31%), production (27.9%), and customer service (26.3%).[3]
  • Other significant obstacles were a 61% dependence on manual procedures, a 69% surplus of tools, a 60% skills gap, and a 62% prevalence of outdated systems.[3]
  • There will be an increase in demand for solutions that can assist enterprises in retrieving, analyzing, and extracting value from IT operations data at a compound annual rate of 36.5%.[3]
  • Markets and research 38.4% of businesses, on average, spend over 30 minutes handling IT problems that influence consumers.[3]
  • The percentage of over 300 IT professionals working in development and operations who believe that the surge in digitization has made capacity planning more difficult is 39.5%, according to the State of Digital Operations.[3]
  • 72% of ITSM professionals believe that management does not appropriately value their job.[3]
  • From 2021 to 2031, employment of food service managers is anticipated to expand by 10%, faster than the average for all professions.[4]
  • By 2023, Gartner expects that 75% of firms that benefit from dispersed enterprises will have revenue growth that is 25% faster than that of their rivals, possibly displacing the previous business environment that was dominated by offices.[5]
  • Companies that implement CSMA by 2024 will see an average 90% reduction in the financial cost of security events.[5]
  • The 10% of businesses that adopt best practices for AI engineering will have at least three times the greater value from their AI efforts by 2025 than the 90% of businesses that do not.[5]
  • In fact, over the last year, ticket volumes in ITSM have climbed by over 35%, mostly because of the rise in remote work.[5]
  • Especially when compared to the historical average annual ticket volume rise of 35% each year, such an increase is utterly unusual.[5]
  • According to a recent Gartner study outside IBM, more than half of these businesses are contemplating or using some type of AI for ITSM. The number of corporations employing AI has increased by 270% over the previous four years.[6]
  • Via automated knowledge management help desk ticket volumes were lowered by up to 80% by Cognizant’s Applications Value Center, and the meantime to handle incident tickets was decreased by approximately 40%.[6]
  • Using an ITSM system, St. Vincent’s Health (01:27) in Sydney, Australia, has resolved over 50% of its tickets on the first call by enabling medical professionals to start issues on their mobile devices.[6]

Also Read

How Useful is It Service Management Tools

One of the primary benefits of ITSM tools is their ability to centralize and standardize IT service processes. By implementing a consistent set of best practices and workflows, organizations can ensure that all IT services are delivered efficiently and effectively. This not only improves overall service quality but also helps to reduce the risk of human error and ensure compliance with industry regulations.

Moreover, ITSM tools enable organizations to track and monitor key performance indicators (KPIs) related to IT service delivery. By providing real-time insights into service availability, performance, and efficiency, these tools enable IT teams to proactively identify and address potential issues before they escalate into major problems. This proactive approach not only helps to minimize downtime but also enhances overall productivity and customer satisfaction.

Another key advantage of ITSM tools is their ability to facilitate seamless communication and collaboration within IT departments. By providing a centralized platform for ticket management, knowledge sharing, and incident resolution, these tools help to break down organizational silos and promote a culture of teamwork and accountability. This not only improves overall operational efficiency but also enhances employee morale and job satisfaction.

Furthermore, ITSM tools also play a crucial role in driving continuous improvement and innovation within IT departments. By providing a framework for capturing and analyzing performance data, these tools enable organizations to identify trends, patterns, and opportunities for optimization. This, in turn, helps to drive informed decision-making, facilitate strategic planning, and drive business growth.

However, the usefulness of ITSM tools ultimately depends on how effectively they are implemented and utilized within an organization. While these tools have the potential to revolutionize IT service delivery, they can also be complex and challenging to integrate into existing workflows. In some cases, organizations may struggle to define clear objectives, establish robust governance structures, or secure adequate resources for tool implementation and maintenance.

Additionally, the success of ITSM tools also hinges on the willingness of key stakeholders, including senior leadership, IT teams, and end-users, to embrace and adapt to new ways of working. Without buy-in and support from all levels of the organization, the full potential of ITSM tools may remain untapped, ultimately limiting their effectiveness and impact.

In conclusion, while ITSM tools offer a range of benefits and opportunities for organizations seeking to optimize their IT service delivery, their usefulness ultimately depends on a variety of factors. By investing in robust tool implementation, proactive monitoring, effective communication, and ongoing improvement, organizations can leverage ITSM tools to enhance efficiency, drive innovation, and deliver superior services to end-users. Ultimately, the true value of ITSM tools lies in the hands of those who use them – and in their ability to harness the power of technology to drive meaningful change and transformation within their organizations.


  1. financesonline –
  2. itsm –
  3. techbeacon –
  4. bls –
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  6. ibm –

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