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    GCC IT Service Management Market

    ID: MRFR/ICT/54098-HCR
    200 Pages
    Aarti Dhapte
    September 2025

    GCC IT Service Management Market Research Report By Service Type (Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management), By Deployment Type (On-Premises, Cloud-Based, Hybrid), By Industry (IT and Telecommunications, BFSI, Healthcare, Retail, Manufacturing) and By Organization Size (Small Enterprises, Medium Enterprises, Large Enterprises)-Forecast to 2035

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    Table of Contents

    GCC IT Service Management Market Summary

    The GCC IT Service Management market is projected to grow significantly from 838.8 USD Million in 2024 to 1885 USD Million by 2035.

    Key Market Trends & Highlights

    GCC IT Service Management Key Trends and Highlights

    • The GCC IT Service Management market is valued at 838.8 USD Million in 2024.
    • By 2035, the market is expected to reach 1885 USD Million, indicating robust growth.
    • The market is anticipated to grow at a compound annual growth rate of 7.64% from 2025 to 2035.
    • Growing adoption of cloud computing due to increased demand for efficient IT solutions is a major market driver.

    Market Size & Forecast

    2024 Market Size 838.8 (USD Million)
    2035 Market Size 1885 (USD Million)
    CAGR (2025-2035) 7.64%

    Major Players

    Cisco, SAP, Microsoft, Wipro, Capgemini, Atos, Tata Consultancy Services, Accenture, Tech Mahindra, IBM, Infosys, ServiceNow, Fujitsu, Oracle, Hewlett Packard Enterprise

    GCC IT Service Management Market Trends

    The GCC IT Service Management Market is witnessing several significant trends that are shaping its landscape. A key market driver is the rapid digital transformation across various sectors in the GCC countries.

    Governments in the region, particularly in the UAE and Saudi Arabia, are increasingly embracing digital solutions to enhance operational efficiency and drive economic growth. Initiatives such as Saudi Vision 2030 and the UAE's National Innovation Strategy underscore the commitment to digitization, creating a robust demand for IT service management solutions. Furthermore, there is a growing trend towards the adoption of cloud-based services.

    An increased demand for efficient IT service management platforms that can integrate with cloud systems is resulting from the recognition of the advantages of cloud technologies, including scalability and flexibility, by organizations in the GCC.

    Furthermore, organizations are increasingly investing in IT service management tools that facilitate remote work and collaboration in response to the transition to hybrid work models. Recently, there has been a significant rise in awareness regarding cybersecurity, which has prompted organizations in the GCC to enhance their IT service management practices.

    In order to safeguard sensitive information and preserve consumer confidence, organizations are increasingly emphasizing security in their IT service management strategies as data breaches and cyber threats become more prevalent. In general, these trends are indicative of the dynamic evolution of the GCC IT Service Management Market, which is fueled by innovation and the region's dedication to becoming a global technology center.

        

    GCC IT Service Management Market Drivers

    Market Segment Insights

    GCC IT Service Management Market Segment Insights

    GCC IT Service Management Market Segment Insights

    IT Service Management Market Service Type Insights

    IT Service Management Market Service Type Insights

    The GCC IT Service Management Market, particularly within the Service Type segment, presents a comprehensive landscape characterized by the growing need for effective IT services across various industries in the Gulf Cooperation Council region. This segment encompasses several critical areas of service management, each playing a vital role in ensuring operational efficiency. Incident Management is essential, as it focuses on restoring normal service operations swiftly while minimizing the impact on business activities.

    Meanwhile, Problem Management addresses the root causes of incidents, contributing to long-term service improvement and reducing future incidents critical factor for organizations looking to optimize IT processes.Change Management is another important aspect of the Service Type segment, facilitating structured and efficient implementations of changes while minimizing disruptions. This process is critical as organizations undergo digital transformation, ensuring that modifications to IT services happen seamlessly.

    Service Request Management enhances user experience by enabling users to quickly and efficiently make requests, further solidifying the need for excellent customer service and IT support functionalities. Configuration Management plays a significant role as well, maintaining an accurate and up-to-date repository of IT assets and configurations essential for effective service delivery.

    Overall, trends in the GCC market indicate increasing adoption of cloud-based IT Service Management solutions bolstered by government initiatives aimed at boosting digital transformation. Organizations are focusing on harnessing advanced technologies to improve IT service delivery, creating a more agile and responsive IT infrastructure.

    IT Service Management Market Deployment Type Insights

    IT Service Management Market Deployment Type Insights

    The Deployment Type segment of the GCC IT Service Management Market showcases a diverse landscape, primarily categorized into On-Premises, Cloud-Based, and Hybrid solutions. On-Premises deployment remains significant for organizations needing enhanced control and security over their data, especially in sectors like finance and government, where data sovereignty is paramount.

    Meanwhile, Cloud-Based solutions are witnessing increasing adoption due to their scalability, cost-effectiveness, and flexibility, aligning with the GCC's rapid digital transformation efforts and the push toward smart cities.Hybrid models are gaining traction as businesses seek to leverage the advantages of both on-premises and cloud technologies, allowing for tailored solutions that align with specific operational requirements.

    The GCC governments are encouraging the digitalization of industries, which drives innovation in IT Service Management and further emphasizes the importance of agile and scalable deployment options. The growth drivers include increased automation needs, rising IT complexities, and demand for seamless integration across business processes.

    However, challenges such as data security concerns and regulatory compliance remain pertinent.As the region continues to adapt to technological advancements, the Deployment Type segment stands at the forefront, playing a critical role in shaping the GCC IT Service Management Market statistics and growth trajectory.

    IT Service Management Market Industry Insights

    IT Service Management Market Industry Insights

    The GCC IT Service Management Market has been steadily evolving, significantly driven by the growth across various industries such as IT and Telecommunications, Banking, Financial Services and Insurance (BFSI), Healthcare, Retail, and Manufacturing. Each sector necessitates robust IT Service Management to enhance operational efficiency and ensure compliance with regulatory standards. The IT and Telecommunications sector stands out with its demand for continuous service improvement and digital transformation, making it a major contributor to market dynamics.

    In the BFSI sector, rapid digitalization requires dependable IT solutions to mitigate risks and streamline services. Healthcare is increasingly focused on data management and patient care solutions, emphasizing the need for effective IT frameworks. The Retail industry is undergoing digital upheaval, necessitating agile IT Service Management systems to meet changing consumer needs.

    Meanwhile, Manufacturing sectors are leveraging automation and IoT, leading to a surge in demand for IT solutions that facilitate seamless integration and management of technologies.

    These diverse industry requirements highlight the critical importance of tailored IT Service Management strategies to drive growth and innovation within the GCC region, positioning them at the forefront of economic diversification and technological advancement. The collectively significant market growth across these industries presents numerous opportunities for implementation and development in IT services, aligning with government initiatives to bolster the digital economy in the GCC.

    IT Service Management Market Organization Size Insights

    IT Service Management Market Organization Size Insights

    The Organization Size segment of the GCC IT Service Management Market reveals crucial dynamics shaping its growth trajectory. Small Enterprises increasingly seek cost-effective IT service management solutions to enhance operational efficiency, driven by the need for scalability and flexibility in a competitive landscape.

    Meanwhile, Medium Enterprises are focusing on integrating advanced IT service management tools to streamline processes and improve customer service, recognizing the importance of technology in maintaining an edge over competitors.Large Enterprises dominate this sector as they require sophisticated and robust IT service management systems to manage vast infrastructures and global operations effectively.

    The increasing digital transformation in the GCC region, coupled with favorable government initiatives supporting small and medium-sized businesses, fosters a supportive environment for growth within this market.

    Furthermore, the rising trend of cloud-based solutions appeals to organizations of all sizes, emphasizing flexibility and cost-efficiency. As companies in the GCC advance their IT capabilities, the segmentation based on Organization Size plays a significant role in addressing specific needs, facilitating tailored solutions that reflect the unique operational structures inherent in different enterprise types.

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    Regional Insights

    Key Players and Competitive Insights

    The GCC IT Service Management Market has been experiencing significant growth and is characterized by intense competition as various companies strive to enhance their offerings and capture market share. The region's digital transformation initiatives, driven by smart city projects and a strong emphasis on innovation, are propelling demand for effective IT service management solutions.

    As organizations across sectors seek to improve efficiency, streamline processes, and manage IT resources more effectively, the competitive landscape is rapidly evolving. Key players are not only focusing on expanding their product portfolios but are also enhancing their service delivery capabilities to adapt to the specific needs of businesses operating in the Gulf Cooperation Council countries.

    This dynamic environment encourages a variety of competitive strategies, including partnerships, technological advancements, and localized support, to ensure that solutions are tailored to the unique regulatory and operational challenges faced in the GCC market.Cisco holds a prominent position in the GCC IT Service Management Market, leveraging its comprehensive range of networking and communication solutions.

    The company's strengths lie in its extensive portfolio that includes robust IT and cloud service management tools, which cater to the diversified needs of enterprises within the region. Cisco's market presence is further solidified through its established relationships with local partners, enabling it to deliver tailored services that resonate with GCC businesses. The company's reputation for reliability and security in its service offerings draws attention from organizations looking to optimize their IT operations amidst increasing cybersecurity threats.

    Moreover, Cisco's commitment to innovation is evident in its continuous investment in research and development, ensuring that its IT service management solutions remain at the forefront of technological advancements in the market.SAP, with its deep-rooted footprint in the GCC IT Service Management Market, offers a suite of solutions designed to support end-to-end service management processes for businesses.

    Their key products include SAP Solution Manager, which is aimed at ensuring effective management of applications and IT services. SAP's strengths in the region are underscored by its ability to provide integrated solutions that enhance business efficiency and agility through data-driven insights.

    The company's strategic approach often involves local partnerships and collaborations to expand its market reach while adapting its offerings to local needs. In recent years, SAP has engaged in several mergers and acquisitions within the GCC aimed at bolstering its service capabilities and enhancing its competitive edge. These initiatives have allowed SAP to cement its position as a leading provider of IT service management solutions, focused on helping organizations in the GCC navigate the complexities of a rapidly changing technological landscape.

    Key Companies in the GCC IT Service Management Market market include

    Industry Developments

    Recent developments in the GCC IT Service Management Market indicate a continued focus on digital transformation and cloud adoption, with notable contributions from major players such as Cisco, SAP, and Microsoft. The market has seen significant investments aimed at enhancing service delivery and operational efficiency.

    For instance, in September 2023, Wipro announced a collaboration with Fujitsu to expand its IT service offerings across the region, enhancing capabilities in cloud, cybersecurity, and automation.

    In recent years, the GCC has seen substantial growth in its IT service management sector, with market valuations projected to rise due to increasing demand for integrated digital services. In April 2023, Accenture acquired the Middle Eastern arm of a leading IT consultancy, aiming to strengthen its consulting competencies in the region.

    Additionally, in August 2023, Tata Consultancy Services launched a new service management platform tailored for the GCC, specifically to address regional business challenges. The strategic alliances and acquisitions in the sector underscore the competitive landscape as companies aim to leverage innovative technologies to improve service management and meet evolving customer needs.

    Market Segmentation

    IT Service Management Market Industry Outlook

    • IT and Telecommunications
    • BFSI
    • Healthcare
    • Retail
    • Manufacturing

    IT Service Management Market Service Type Outlook

    • Incident Management
    • Problem Management
    • Change Management
    • Service Request Management
    • Configuration Management

    IT Service Management Market Deployment Type Outlook

    • On-Premises
    • Cloud-Based
    • Hybrid

    IT Service Management Market Organization Size Outlook

    • Small Enterprises
    • Medium Enterprises
    • Large Enterprises

    Report Scope

     
    Report Attribute/Metric Source: Details
    MARKET SIZE 2023 792.0(USD Million)
    MARKET SIZE 2024 838.8(USD Million)
    MARKET SIZE 2035 1885.0(USD Million)
    COMPOUND ANNUAL GROWTH RATE (CAGR) 7.639% (2025 - 2035)
    REPORT COVERAGE Revenue Forecast, Competitive Landscape, Growth Factors, and Trends
    BASE YEAR 2024
    MARKET FORECAST PERIOD 2025 - 2035
    HISTORICAL DATA 2019 - 2024
    MARKET FORECAST UNITS USD Million
    KEY COMPANIES PROFILED Cisco, SAP, Microsoft, Wipro, Capgemini, Atos, Tata Consultancy Services, Accenture, Tech Mahindra, IBM, Infosys, ServiceNow, Fujitsu, Oracle, Hewlett Packard Enterprise
    SEGMENTS COVERED Service Type, Deployment Type, Industry, Organization Size
    KEY MARKET OPPORTUNITIES Cloud-based service adoption, Automation of IT processes, Growing demand for cybersecurity solutions, Integration with AI technologies, Enhanced customer experience focus
    KEY MARKET DYNAMICS Digital transformation initiatives, Demand for automation solutions, Cloud service adoption, Growing cybersecurity concerns, Need for improved customer experience
    COUNTRIES COVERED GCC

    Market Highlights

    Author
    Aarti Dhapte
    Team Lead - Research

    She holds an experience of about 6+ years in Market Research and Business Consulting, working under the spectrum of Information Communication Technology, Telecommunications and Semiconductor domains. Aarti conceptualizes and implements a scalable business strategy and provides strategic leadership to the clients. Her expertise lies in market estimation, competitive intelligence, pipeline analysis, customer assessment, etc.

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    FAQs

    What is the expected market size of the GCC IT Service Management Market in 2024?

    The GCC IT Service Management Market is expected to be valued at 838.8 million USD in 2024.

    What will the market size of the GCC IT Service Management Market be by 2035?

    By 2035, the market is projected to reach 1885.0 million USD.

    What is the expected compound annual growth rate (CAGR) for the GCC IT Service Management Market from 2025 to 2035?

    The expected CAGR for the GCC IT Service Management Market during this period is 7.639%.

    Which service type is expected to dominate the GCC IT Service Management Market in 2035?

    Incident Management is expected to dominate with a market value of 570.2 million USD in 2035.

    What is the projected value of Change Management in the GCC IT Service Management Market for 2024?

    Change Management is projected to be valued at 140.0 million USD in 2024.

    Who are the major players in the GCC IT Service Management Market?

    Key players in the market include Cisco, SAP, Microsoft, Wipro, and Capgemini, among others.

    What is the estimated market value of Service Request Management in 2035?

    Service Request Management is expected to reach a market value of 405.2 million USD by 2035.

    What is the expected growth rate for Problem Management from 2025 to 2035?

    Problem Management is anticipated to grow to 245.6 million USD by 2035 from 120.8 million USD in 2024.

    How does Configuration Management's market value in 2035 compare to 2024?

    Configuration Management is expected to grow from 137.6 million USD in 2024 to 344.0 million USD in 2035.

    What opportunities and challenges exist in the GCC IT Service Management Market?

    Emerging trends include digital transformation, while challenges may involve technology integration and skilled labor shortages.

    1. EXECUTIVE
    2. SUMMARY
    3. Market Overview
    4. Key Findings
    5. Market Segmentation
    6. Competitive Landscape
    7. Challenges and Opportunities
    8. Future Outlook
    9. MARKET INTRODUCTION
    10. Definition
    11. Scope of the study
    12. Research Objective
    13. Assumption
    14. Limitations
    15. RESEARCH
    16. METHODOLOGY
    17. Overview
    18. Data
    19. Mining
    20. Secondary Research
    21. Primary
    22. Research
    23. Primary Interviews and Information Gathering
    24. Process
    25. Breakdown of Primary Respondents
    26. Forecasting
    27. Model
    28. Market Size Estimation
    29. Bottom-Up
    30. Approach
    31. Top-Down Approach
    32. Data
    33. Triangulation
    34. Validation
    35. MARKET
    36. DYNAMICS
    37. Overview
    38. Drivers
    39. Restraints
    40. Opportunities
    41. MARKET FACTOR ANALYSIS
    42. Value chain Analysis
    43. Porter's
    44. Five Forces Analysis
    45. Bargaining Power of Suppliers
    46. Bargaining
    47. Power of Buyers
    48. Threat of New Entrants
    49. Threat
    50. of Substitutes
    51. Intensity of Rivalry
    52. COVID-19
    53. Impact Analysis
    54. Market Impact Analysis
    55. Regional
    56. Impact
    57. Opportunity and Threat Analysis
    58. GCC
    59. IT Service Management Market, BY Service Type (USD Million)
    60. Incident
    61. Management
    62. Problem Management
    63. Change
    64. Management
    65. Service Request Management
    66. Configuration
    67. Management
    68. GCC IT Service Management
    69. Market, BY Deployment Type (USD Million)
    70. On-Premises
    71. Cloud-Based
    72. Hybrid
    73. GCC
    74. IT Service Management Market, BY Industry (USD Million)
    75. IT
    76. and Telecommunications
    77. BFSI
    78. Healthcare
    79. Retail
    80. Manufacturing
    81. GCC
    82. IT Service Management Market, BY Organization Size (USD Million)
    83. Small
    84. Enterprises
    85. Medium Enterprises
    86. Large
    87. Enterprises
    88. Competitive Landscape
    89. Overview
    90. Competitive
    91. Analysis
    92. Market share Analysis
    93. Major
    94. Growth Strategy in the IT Service Management Market
    95. Competitive
    96. Benchmarking
    97. Leading Players in Terms of Number of Developments
    98. in the IT Service Management Market
    99. Key developments
    100. and growth strategies
    101. New Product Launch/Service Deployment
    102. Merger
    103. & Acquisitions
    104. Joint Ventures
    105. Major
    106. Players Financial Matrix
    107. Sales and Operating Income
    108. Major
    109. Players R&D Expenditure. 2023
    110. Company
    111. Profiles
    112. Cisco
    113. Financial
    114. Overview
    115. Products Offered
    116. Key
    117. Developments
    118. SWOT Analysis
    119. Key
    120. Strategies
    121. SAP
    122. Financial
    123. Overview
    124. Products Offered
    125. Key
    126. Developments
    127. SWOT Analysis
    128. Key
    129. Strategies
    130. Microsoft
    131. Financial
    132. Overview
    133. Products Offered
    134. Key
    135. Developments
    136. SWOT Analysis
    137. Key
    138. Strategies
    139. Wipro
    140. Financial
    141. Overview
    142. Products Offered
    143. Key
    144. Developments
    145. SWOT Analysis
    146. Key
    147. Strategies
    148. Capgemini
    149. Financial
    150. Overview
    151. Products Offered
    152. Key
    153. Developments
    154. SWOT Analysis
    155. Key
    156. Strategies
    157. Atos
    158. Financial
    159. Overview
    160. Products Offered
    161. Key
    162. Developments
    163. SWOT Analysis
    164. Key
    165. Strategies
    166. Tata Consultancy Services
    167. Financial
    168. Overview
    169. Products Offered
    170. Key
    171. Developments
    172. SWOT Analysis
    173. Key
    174. Strategies
    175. Accenture
    176. Financial
    177. Overview
    178. Products Offered
    179. Key
    180. Developments
    181. SWOT Analysis
    182. Key
    183. Strategies
    184. Tech Mahindra
    185. Financial
    186. Overview
    187. Products Offered
    188. Key
    189. Developments
    190. SWOT Analysis
    191. Key
    192. Strategies
    193. IBM
    194. Financial
    195. Overview
    196. Products Offered
    197. Key
    198. Developments
    199. SWOT Analysis
    200. Key
    201. Strategies
    202. Infosys
    203. Financial
    204. Overview
    205. Products Offered
    206. Key
    207. Developments
    208. SWOT Analysis
    209. Key
    210. Strategies
    211. ServiceNow
    212. Financial
    213. Overview
    214. Products Offered
    215. Key
    216. Developments
    217. SWOT Analysis
    218. Key
    219. Strategies
    220. Fujitsu
    221. Financial
    222. Overview
    223. Products Offered
    224. Key
    225. Developments
    226. SWOT Analysis
    227. Key
    228. Strategies
    229. Oracle
    230. Financial
    231. Overview
    232. Products Offered
    233. Key
    234. Developments
    235. SWOT Analysis
    236. Key
    237. Strategies
    238. Hewlett Packard Enterprise
    239. Financial
    240. Overview
    241. Products Offered
    242. Key
    243. Developments
    244. SWOT Analysis
    245. Key
    246. Strategies
    247. References
    248. Related
    249. Reports
    250. LIST
    251. OF ASSUMPTIONS
    252. GCC IT Service Management Market SIZE
    253. ESTIMATES & FORECAST, BY SERVICE TYPE, 2019-2035 (USD Billions)
    254. GCC
    255. IT Service Management Market SIZE ESTIMATES & FORECAST, BY DEPLOYMENT TYPE,
    256. 2035 (USD Billions)
    257. GCC IT Service Management Market
    258. SIZE ESTIMATES & FORECAST, BY INDUSTRY, 2019-2035 (USD Billions)
    259. GCC
    260. IT Service Management Market SIZE ESTIMATES & FORECAST, BY ORGANIZATION SIZE,
    261. 2035 (USD Billions)
    262. PRODUCT LAUNCH/PRODUCT DEVELOPMENT/APPROVAL
    263. ACQUISITION/PARTNERSHIP
    264. LIST
    265. Of figures
    266. MARKET SYNOPSIS
    267. GCC
    268. IT SERVICE MANAGEMENT MARKET ANALYSIS BY SERVICE TYPE
    269. GCC
    270. IT SERVICE MANAGEMENT MARKET ANALYSIS BY DEPLOYMENT TYPE
    271. GCC
    272. IT SERVICE MANAGEMENT MARKET ANALYSIS BY INDUSTRY
    273. GCC
    274. IT SERVICE MANAGEMENT MARKET ANALYSIS BY ORGANIZATION SIZE
    275. KEY
    276. BUYING CRITERIA OF IT SERVICE MANAGEMENT MARKET
    277. RESEARCH
    278. PROCESS OF MRFR
    279. DRO ANALYSIS OF IT SERVICE MANAGEMENT
    280. MARKET
    281. DRIVERS IMPACT ANALYSIS: IT SERVICE MANAGEMENT
    282. MARKET
    283. RESTRAINTS IMPACT ANALYSIS: IT SERVICE MANAGEMENT
    284. MARKET
    285. SUPPLY / VALUE CHAIN: IT SERVICE MANAGEMENT MARKET
    286. IT
    287. SERVICE MANAGEMENT MARKET, BY SERVICE TYPE, 2025 (% SHARE)
    288. IT
    289. SERVICE MANAGEMENT MARKET, BY SERVICE TYPE, 2019 TO 2035 (USD Billions)
    290. IT
    291. SERVICE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2025 (% SHARE)
    292. IT
    293. SERVICE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019 TO 2035 (USD Billions)
    294. IT
    295. SERVICE MANAGEMENT MARKET, BY INDUSTRY, 2025 (% SHARE)
    296. IT
    297. SERVICE MANAGEMENT MARKET, BY INDUSTRY, 2019 TO 2035 (USD Billions)
    298. IT
    299. SERVICE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2025 (% SHARE)
    300. IT
    301. SERVICE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2019 TO 2035 (USD Billions)
    302. BENCHMARKING
    303. OF MAJOR COMPETITORS

    GCC IT Service Management Market Segmentation

    • IT Service Management Market By Service Type (USD Million, 2019-2035)

      • Incident Management
      • Problem Management
      • Change Management
      • Service Request Management
      • Configuration Management

     

    • IT Service Management Market By Deployment Type (USD Million, 2019-2035)

      • On-Premises
      • Cloud-Based
      • Hybrid

     

    • IT Service Management Market By Industry (USD Million, 2019-2035)

      • IT and Telecommunications
      • BFSI
      • Healthcare
      • Retail
      • Manufacturing

     

    • IT Service Management Market By Organization Size (USD Million, 2019-2035)

      • Small Enterprises
      • Medium Enterprises
      • Large Enterprises

     

     

     

     

     

     

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