The departure of foreign vendors of ITSM solutions has become a problem for Russian business. Difficulties arose with the expansion and development of systems, obtaining expertise on them. Over the past two years, companies have been systematically moving towards import substitution of foreign ITSM products, reducing the risks of using foreign solutions. According to experts, the penetration of Russian systems into large businesses today is from 40 to 45%. And in the near future this share will increase.

How the ITSM market changed in 2023-2024, what trends influenced its development and volumes, how experts characterize the current state of the market, what requests customers make to vendors and what prospects can be predicted today - in our new review.

In 2023, the market grew actively. The driver was the departure of key Western companies a year earlier, which led to the impossibility of buying new products, as well as the refusal to support and update previously acquired solutions. Many Russian vendors have focused on developing their own ITSM solutions that can compete with international counterparts. There are new participants in the fields of automation of IT processes, cybersecurity and cloud ITSM platforms.

Customers focused on implementing ITSM systems into different business processes. There was a tendency to move from ITSM to ESM, which indicates the expansion of the application of management principles beyond the IT sphere.

The business was actively looking for alternatives to foreign products, giving preference to Russian developments included in the register of domestic software. A quick and painless transition to new products was important for companies, including importing data from other systems, integrating as easily as possible into business processes, and flexibility to customize for your needs.

In 2024, the Russian ITSM market continued to demonstrate adaptability and stability. Companies were actively looking for ways to replace foreign ITSM systems with domestic counterparts, which stimulated the localization of products and the creation of their own solutions for managing IT services. According to experts, this process, although it creates certain challenges, at the same time opens up opportunities for business.

Demand for integrated solutions continued to grow. Customers are increasingly looking for not just separate tools, but integrated platforms that combine the functionality of Service Desk, project management, task control and document coordination. This desire for unification and centralization of processes reflects the general tendency to increase the efficiency of interaction between different departments of organizations.

The ranking of the largest suppliers of ITSM/Service Desk systems, prepared by TAdviser by revenue for 2023, attracted 12 participants. Naumen became the undisputed leader. Its revenues from the implementation of projects for the implementation of such solutions exceeded 1.7 billion rubles. The top 3 also includes SimpleOne and RTK IT Plus.

The total revenue of all participants in the rating amounted to 3.4 billion rubles.

In the current market conditions, the requirements of customers of ITSM systems have undergone changes. First of all, they are important for the flexibility of solutions, this is a key criterion when choosing such solutions. The company is interested in the ability to fine-tune access rights, as well as the distribution of responsibility within the team by complex matrices.

Integration capabilities also play an important role. Customers are looking for solutions that can integrate seamlessly into the existing IT landscape. There is an increasing demand for systems that can easily integrate with widely used products. The ability to integrate with voice assistants and other modern technologies is also becoming more and more popular. In addition, system selection takes into account factors such as SSO support, information security compliance, and high performance.

Process automation is another important priority, especially for large companies. They are interested in features that allow you to configure the automatic closure of template incidents, which greatly improves the efficiency of the support service.

The ITSM market continues to grow dynamically, and companies that will not adapt to new technological trends risk lagging behind their competitors. They must be prepared to adopt new technologies and adapt to changing conditions.

Customers are interested in maximizing automation and using the most modern technologies that make the product more convenient, reduce the time for implementation and improvements.

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

• Integration of AI and machine learning
• Self-Service Systems
• Cloud
• Integration Capabilities
• Transition to Microservice Architecture
• Increase system flexibility and expandability
• Improving safety
• Improve usability

In August 2024, the think tank TAdviser released a new analytical report, "ITSM 2024 Market Trendwatching."

The main task of the document is to show what is happening in the ITSM market today. This data will help you understand what leading analysts and vendors are talking about now, what topics are in their focus. The information provided is designed to help you formulate new hypotheses for the development of your ITSM products.

Russian companies, albeit slowly, continue to replace foreign ITSM products with domestic ones. This is one of the key factors in the sustainable growth of the market. Russian vendors are ready to offer solutions that meet customer needs and are practically not inferior to Western systems in functionality. The developers are ready to listen to the wishes of customers, adapt processes and approaches to the needs of each company.

When choosing ITSM solutions, customers today focus on the functionality of the product - its cost plays an important, but not decisive role. It is more important for companies to understand how accurately the capabilities of the platform correspond to the features of their business processes, whether it is possible to customize an IT solution. Customers also assess the flexibility of the system interface and the offered user experience, pay attention to how comfortable it is to interact with the vendor and whether there is a well-developed product development roadmap.

Customer priorities are becoming more complex. They are looking not just for a tool to manage IT services, but for a flexible, integrable platform that can adapt to the unique needs of the business and grow with the organization. Therefore, those vendors who offer solutions that meet a wide variety of requirements will be able to take a leading position in the market.