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According to the latest research, the global Digital Service Desk market size was valued at USD 2526.98 million in 2022 and is expected to expand at a CAGR of 7.03% during the forecast period, reaching USD 3798.71 million by 2028.
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.
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.
This report elaborates on the market size, market characteristics, and market growth of the Digital Service Desk industry between the year 2018 to 2028, and breaks down according to the product type, downstream application, and consumption area of Digital Service Desk. The report also introduces players in the industry from the perspective of the value chain and looks into the leading companies.
Key Points this Global Digital Service Desk Market Report Include:
Market Size Estimates: Digital Service Desk market size estimation in terms of revenue and sales from 2018-2028
Market Dynamic and Trends: Digital Service Desk market drivers, restraints, opportunities, and challenges
Macro-economy and Regional Conflict: Influence of global inflation and Russia & Ukraine War on the Digital Service Desk market
Segment Market Analysis: Digital Service Desk market revenue and sales by type and by application from 2018-2028
Regional Market Analysis: Digital Service Desk market situations and prospects in major and top regions and countries
Digital Service Desk Market
Digital Service Desk Industry Chain: Digital Service Desk market raw materials & suppliers, manufacturing process, distributors by region, downstream customers
Digital Service Desk Industry News, Policies by regions
Digital Service Desk Industry Porters Five Forces Analysis
Key players in the global Digital Service Desk market are covered in Chapter 2:
Fujitsu Global
Ivanti
Atlassian
Microsoft
Logmeln
BMC Software
BDO Digital
Bell Techlogix
IBM
Broadcom
ServiceNow
In Chapter 6 and Chapter 9, on the basis of types, the Digital Service Desk market from 2018 to 2028 is primarily split into:
On-Premise
Cloud Based
In Chapter 7 and Chapter 10, on the basis of applications, the Digital Service Desk market from 2018 to 2028 covers:
Large Enterprises
Small and Mid-sized Enterprises (SMEs)
Geographically, the detailed analysis of consumption, revenue, market share and growth rate of the following regions from 2018 to 2028 are covered in Chapter 8 and Chapter 11:
United States
Europe
China
Japan
India
Southeast Asia
Latin America
Middle East and Africa
Others
In summary, this report relies on sources from both primary and secondary, combines comprehensive quantitative analysis with detailed qualitative analysis, and pictures the market from a macro overview to micro granular segment aspects. Whatever your role in this industry value chain is, you should benefit from this report with no doubt.
Chapter Outline
This report consists of 12 chapters. Below is a brief guideline to help you quickly grasp the main contents of each chapter:
Chapter 1 first introduces the product overview, market scope, product classification, application, and regional division, and then summarizes the global Digital Service Desk market size in terms of revenue, sales volume, and average price.
Chapter 2 analyzes the main companies in the Digital Service Desk industry, including their main businesses, products/services, sales, prices, revenue, gross profit margin, and the latest developments/updates.
Chapter 3 is an analysis of the competitive environment of Digital Service Desk market participants. This mainly includes the revenue, sales, market share, and average price of the top players, along with the market concentration ratio in 2022 and the players' M&A and expansion in recent years.
Chapter 4 is an analysis of the Digital Service Desk industrial chain, including raw material analysis, manufacturing cost structure, distributors, and major downstream buyers.
Chapter 5 focuses on Digital Service Desk market dynamics and marketing strategy analysis, which include opportunities, challenges, industry development trends under inflation, industry news and policies analyzed by region, Porter's Five Forces analysis, as well as direct and indirect marketing, and the development trends of marketing channels.
Chapters 6-8 have segmented the Digital Service Desk market by type, application, and region, with a focus on sales and value from 2018 to 2023 from both vertical and horizontal perspectives.
Chapters 9-11 provide detailed Digital Service Desk market forecast data for 2023-2028, broken down by type and application, region, and major countries to help understand future growth trends.
Chapter 12 concludes with an explanation of the data sources and research methods. Verify and analyze through preliminary research to obtain final quantitative and qualitative data.
2022
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.
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.
This report elaborates on the market size, market characteristics, and market growth of the Digital Service Desk industry between the year 2018 to 2028, and breaks down according to the product type, downstream application, and consumption area of Digital Service Desk. The report also introduces players in the industry from the perspective of the value chain and looks into the leading companies.
Key Points this Global Digital Service Desk Market Report Include:
Market Size Estimates: Digital Service Desk market size estimation in terms of revenue and sales from 2018-2028
Market Dynamic and Trends: Digital Service Desk market drivers, restraints, opportunities, and challenges
Macro-economy and Regional Conflict: Influence of global inflation and Russia & Ukraine War on the Digital Service Desk market
Segment Market Analysis: Digital Service Desk market revenue and sales by type and by application from 2018-2028
Regional Market Analysis: Digital Service Desk market situations and prospects in major and top regions and countries
Digital Service Desk Market
Competitive Landscape
and Major Players: Analysis of 10-15 leading market players, sales, price, revenue, gross, gross margin, product/service profile and recent development/updates, etc.Digital Service Desk Industry Chain: Digital Service Desk market raw materials & suppliers, manufacturing process, distributors by region, downstream customers
Digital Service Desk Industry News, Policies by regions
Digital Service Desk Industry Porters Five Forces Analysis
Key players in the global Digital Service Desk market are covered in Chapter 2:
Fujitsu Global
Ivanti
Atlassian
Microsoft
Logmeln
BMC Software
BDO Digital
Bell Techlogix
IBM
Broadcom
ServiceNow
In Chapter 6 and Chapter 9, on the basis of types, the Digital Service Desk market from 2018 to 2028 is primarily split into:
On-Premise
Cloud Based
In Chapter 7 and Chapter 10, on the basis of applications, the Digital Service Desk market from 2018 to 2028 covers:
Large Enterprises
Small and Mid-sized Enterprises (SMEs)
Geographically, the detailed analysis of consumption, revenue, market share and growth rate of the following regions from 2018 to 2028 are covered in Chapter 8 and Chapter 11:
United States
Europe
China
Japan
India
Southeast Asia
Latin America
Middle East and Africa
Others
In summary, this report relies on sources from both primary and secondary, combines comprehensive quantitative analysis with detailed qualitative analysis, and pictures the market from a macro overview to micro granular segment aspects. Whatever your role in this industry value chain is, you should benefit from this report with no doubt.
Chapter Outline
This report consists of 12 chapters. Below is a brief guideline to help you quickly grasp the main contents of each chapter:
Chapter 1 first introduces the product overview, market scope, product classification, application, and regional division, and then summarizes the global Digital Service Desk market size in terms of revenue, sales volume, and average price.
Chapter 2 analyzes the main companies in the Digital Service Desk industry, including their main businesses, products/services, sales, prices, revenue, gross profit margin, and the latest developments/updates.
Chapter 3 is an analysis of the competitive environment of Digital Service Desk market participants. This mainly includes the revenue, sales, market share, and average price of the top players, along with the market concentration ratio in 2022 and the players' M&A and expansion in recent years.
Chapter 4 is an analysis of the Digital Service Desk industrial chain, including raw material analysis, manufacturing cost structure, distributors, and major downstream buyers.
Chapter 5 focuses on Digital Service Desk market dynamics and marketing strategy analysis, which include opportunities, challenges, industry development trends under inflation, industry news and policies analyzed by region, Porter's Five Forces analysis, as well as direct and indirect marketing, and the development trends of marketing channels.
Chapters 6-8 have segmented the Digital Service Desk market by type, application, and region, with a focus on sales and value from 2018 to 2023 from both vertical and horizontal perspectives.
Chapters 9-11 provide detailed Digital Service Desk market forecast data for 2023-2028, broken down by type and application, region, and major countries to help understand future growth trends.
Chapter 12 concludes with an explanation of the data sources and research methods. Verify and analyze through preliminary research to obtain final quantitative and qualitative data.
Years considered for this report:
Historical Years:
2018-2022Base Year:
2022Estimated Year:
2023Forecast Period:
2023-2028Frequently Asked Questions
This market study covers the global and regional market with an in-depth analysis of the overall growth prospects in the market. Furthermore, it sheds light on the comprehensive competitive landscape of the global market. The report further offers a dashboard overview of leading companies encompassing their successful marketing strategies, market contribution, recent developments in both historic and present contexts.
- By product type
- By End User/Applications
- By Technology
- By Region
The report provides a detailed evaluation of the market by highlighting information on different aspects which include drivers, restraints, opportunities, and threats. This information can help stakeholders to make appropriate decisions before investing.
