Global Digital Service Desk Market Research Report 2023-Competitive Analysis, Status and Outlook by Type, Downstream Industry, and Geography, Forecast to 2029

Global Digital Service Desk Market Research Report 2023-Competitive Analysis, Status and Outlook by Type, Downstream Industry, and Geography, Forecast to 2029

Service desk is the primary point of contact between customers and service providers, integrating business processes with the broader service management infrastructure. Digital service desk includes an analytics engine to gain rich insights from usage patterns and user feedback to drive continuous improvement and digital transformation initiatives, which would help companies to manage interactions to accelerate incident resolution while minimizing support costs and agent involvement.

Market Overview:

The latest research study on the global Digital Service Desk market finds that the global Digital Service Desk market reached a value of USD 2526.98 million in 2022. It’s expected that the market will achieve USD 3798.71 million by 2028, exhibiting a CAGR of 7.03% during the forecast period.

Influence of COVID-19 Outbreak on Digital Service Desk Industry Development

In terms of digital service management (ITSM), the global pandemic made 2021 a year of unprecedented change that impacted the role and business needs of the digital service desk in particular. In some ways, 2021 has allowed the corporate IT department and digital service desk, in particular, to reassert their value to the organization and its employees.

First, when the digital service desk, and its people, helped with the migration of office workers to remote working, therefore playing a key role in organizations’ business continuity responses to the pandemic. Then second, via new and amended services and the support of them. During a pandemic, digital service desks are an important part of the resilience of many organizations. In addition, given the impact of the global COVID-19 pandemic on businesses' business and operations, digital service desks are also constantly being optimized, not just for efficiency and cost savings.

As the dust settles from the havoc that the COVID-19 pandemic wrought on businesses, many companies found themselves relying on remote teams to handle critical processes, and among these is service management. Despite the challenges that remote support entailed—VPN connectivity and mounting service desk ticket. The use of digital service platforms is increasing and the market is growing rapidly.

Region Overview:

North America had the highest growth rate of all regions.

Company Overview:

ServiceNow is one of the major players operating in the Digital Service Desk market, holding a share of 22.88% in 2022.

ServiceNow is an American software company based in Santa Clara, California that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.

Atlassian is a company developing collaboration, development, and issue tracking software for teams. It offers Jira, a workflow management system that enables teams to plan, organize, track, and manage their work and projects; Confluence, a content collaboration platform; Bitbucket, a git code management product; as well as Jira Service Management, Jira Core, Trello, and more.

Segmentation Overview:

Among different product types, On-Premise segment is anticipated to contribute the largest market share in 2027.

Application Overview:

By application, the Large Enterprises segment occupied the biggest share from 2017 to 2022.

Key Companies in the global Digital Service Desk market covered in Chapter 3:

Ivanti
Fujitsu Global
Atlassian
IBM
Broadcom
BDO Digital
Logmeln
Microsoft
Bell Techlogix
ServiceNow
BMC Software

In Chapter 4 and Chapter 14.2, on the basis of types, the Digital Service Desk market from 2018 to 2029 is primarily split into:

On-Premise
Cloud Based

In Chapter 5 and Chapter 14.3, on the basis of Downstream Industry, the Digital Service Desk market from 2018 to 2029 covers:

Large Enterprises
Small and Mid-sized Enterprises (SMEs)

Geographically, the detailed analysis of consumption, revenue, market share and growth rate, historic and forecast (2018-2029) of the following regions are covered in Chapter 8 to Chapter 14:

North America (United States, Canada)
Europe (Germany, UK, France, Italy, Spain, Russia, Netherlands, Turkey, Switzerland, Sweden)
Asia Pacific (China, Japan, South Korea, Australia, India, Indonesia, Philippines, Malaysia)
Latin America (Brazil, Mexico, Argentina)
Middle East & Africa (Saudi Arabia, UAE, Egypt, South Africa)