IT management is as old as IT itself. However, it has become a genuine market for software vendors since the 1980s/90s with the wave of client-server architectures that accompanied the installation of PCs and open systems (Unix, Windows, Linux) in companies, as well as software independent of hardware providers. With the loosening of hardware manufacturers’ hold over software and services, IT departments found themselves confronted with rising problems of managing their hardware and software assets, as well as IT operations and services. In response, IT departments put in place standard workflows and specific databases in order to manage their service to internal IT users and to handle and resolve IT-related incidents and problems. With the advent and ramp-up of cloud architectures, these problems have become more acute, requiring a new generation of software tools – primarily delivered as software as a service (SaaS) – for managing IT services, assets, operations and business.

This report will:

  • introduce the different segments in IT management software and illustrate use cases, growth drivers, and the competitive landscape;
  • explain how IT management software vendors have crossed the line beyond IT, by embracing non-IT domains such as HR or facilities management;
  • highlight the issues at stake in customer service management, an area that both offers significant growth opportunities for IT management software and a fiercely competitive environment, with the presence of Salesforce;
  • identify the opportunities for consolidation in what is a highly fragmented market.

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