The Russian ITSM market not only shows steady growth, but also faces a number of challenges. How the participants themselves assess its development, what solutions to problems they offer, how they see the prospects in the event of the return of Western vendors - in a new TAdviser review.

In 2024, the dynamics of the Russian ITSM market was changeable: a period of active import substitution was followed by a period in which companies took a wait-and-see attitude, assessing the prospects for the return of foreign solutions or adapting to new conditions. However, compared to 2022-2023, when companies were mainly actively not included, but observed, activity was higher.

Most experts call the range 10-35 billion rubles over the past year, depending on the calculation methodology, when they talk about the volume of the market. In 2025, growth slowed from 30% to 15-20%, but this is still considered a very good indicator and is characterized as steady growth.

In the future, experts expect a qualitative market change associated with the transition from highly specialized service solutions to full-fledged corporate service management platforms. A breakthrough is possible due to new types of services provided by AI at ITSM. The market will consolidate. The development of the digital transformation trend in the regions can give new impetus to market growth. A promising direction may be the export of Russian ITSM solutions.

State policy plays the role of one of the most important market drivers: subsidies, tax incentives and regulatory requirements (FSTEC, Central Bank, Ministry of Digital Development) accelerated the transition to domestic solutions.

Sanctions pressure is recognized as a significant factor, and under its influence the stability of the market will depend on the ability of Russian companies to develop R&D, standardize integration interfaces and train qualified personnel. Experts assessed the likelihood of the return of foreign vendors and the prospects for domestic developments in this scenario.

The ranking of the largest suppliers of ITSM/Service Desk systems, prepared by TAdviser by revenue for 2024, attracted 14 participants. And again the company is in the lead. Naumen Its revenue from the implementation of projects in the ITSM/Service Desk sector exceeded 2.2 billion rubles. The top 3 also includes companies BPMSoft and. AUXO

The total revenue of all participants in the rating amounted to 5.5 billion rubles.

The most active implementation of ITSM solutions is observed in public administration, the banking sector, telecommunications, industry, power, retail, transport and logistics. Common drivers of ITSM implementation in all industries are digital transformation, import substitution, strengthening security requirements, the need to optimize IT costs and the development of ecosystem business models.

The key advantages of Russian solutions are flexibility and adaptability, compliance with regulatory requirements, integration with Russian ecosystems. Despite the progress, weaknesses remain, such as the lag in AI/ML functionality and limitations on scalability.

The most important criteria for choosing a system were clear licensing conditions, a transparent pricing policy taking into account long-term support, as well as a clearly defined product development roadmap with the ability to take into account individual customer requirements. Customer priorities have shifted from checking "boxed" functionality and brand recognition to more comprehensive criteria. These changes are formed under the influence of economic conditions, domestic legislative framework and other factors.

In 2025, several trends came to the fore that determine both the vector of product evolution and customer expectations. Almost all key players have already implemented AI functions, albeit at the basic level. There are still few working cases, but the direction is clearly indicated, and development is proceeding at a rapid pace. Experts note that the real introduction of AI is still limited to narrow tasks, and mass use is constrained by high implementation costs and the need to adapt methodologies.

The following significant trends affect the development of the market today:

• ITSM systems ceased to be exclusively tools for IT departments and now cover HR, AHO, legal services, logistics and other business units.
• ITSM systems are increasingly using AIOps solutions to analyze telemetry and detect anomalies before they escalate into incidents.
• Today's ITSM platforms provide fault tolerance, scalability, and flexibility through API support, off-the-shelf connectors, and integration with external systems (AD, CMDB, ERP, SOC, and more).
• User Experience (UX/UI) requirements are increasing.
• The hybridity of the technological foundation, combining cloud solutions with corporate security requirements, integration with DevOps practices and GitOps methodologies, Low/no code, analytics and data-driven become an integral part of ITSM.

The Russian ITSM market is showing steady growth due to import substitution, digital transformation and increased regulatory requirements. Domestic solutions have reached significant maturity, equaling the basic functionality with foreign counterparts, and even surpassing them in flexibility and adaptability.

However, challenges persist: personnel shortages, functional limitations in AI/ML and integration, and economic instability. The key drivers of development in the future will be the expansion of ESM, the introduction of AI and low-code tools, as well as the export of solutions to the CIS countries and Asia.

Despite the possible return of Western vendors, domestic platforms will retain leadership due to adaptation to local requirements and state support. In the long term, the market expects consolidation and a transition to a qualitatively new level of maturity, where ITSM will become not just a support tool, but a strategic platform for managing digital services.