ITSM Statistics, Facts and Trends for 2024

Posted on Tuesday 5 March 2024.

ITSM statistics

Let’s dive into some of the latest statistics shaping the future of ITSM. We will cover self-service, knowledge management, employee engagement and productivity, training and development, and emerging technologies.

If you’d like to stay at the top of the industry trends, read on to learn more!

ITSM Statistics

⭕ According to Fact & Factors, the global market for remote support software is expected to grow at a CAGR of 13.9% from 2020 and reach 5.4 billion USD by 2026.

⭕ The Global ITSM market size is projected to grow substantially between 2023 and 2030. In 2022, the estimated value was USD 8.99 billion, and it is expected to grow at a CAGR of 9.3% from 2023 to 2030. – Grand View Research

⭕ According to Live Chat research, the average waiting time in queues dropped from 5 minutes 16 seconds in 2022 to 3 minutes 40 seconds in 2023.

Gartner predicts that by 2025, 95% of new digital workloads will run on cloud-native platforms, up from 30% in 2021.


self service statistics

⭕ A research report published by Spherical Insights & Consulting states that the global self-service technology market is expected to grow at a compound annual growth rate of almost 14% from 2023 to 2030 and reach $92 billion by 2030.

⭕Based on the Harvard Business Review research, 81% of customers try to solve problems independently before contacting a live agent.

⭕ According to Microsoft, 90% of customers worldwide expect organisations to have an online self-service customer support portal.

⭕ Research by Statista paints a similar picture, showing that 88% of customers expect companies to offer an online self-service portal.

⭕ On the other hand, the Customer Service Relevance Report states that 50% of respondents would prefer no self-service option if it were to be poor and lead to a bad experience. The same report also shows that 43% of customers will abandon an organisation if they are not able to find the information on their own.

⭕ Companies have reported that implementing AI-powered knowledge base tools has improved first-contact resolution by 5-7 percentage points and reduced handling time by 20-30%. – BCG

⭕ Salesforce survey indicates that almost 89% of millennials use search engines to find answers before calling customer service.

Knowledge Management

APQC’s research shows that 46% of respondents still consider technology’s role in Knowledge Management. This means they are still looking into how technology can support or enhance their knowledge management.

⭕ A McKinsey Global Institute report suggests that implementing a robust knowledge management system (KMS) can lead to a 35% reduction in time spent searching for information and increase organisation-wide productivity by 20-25%.

⭕ Bite-sized learning integrated into the workflow is a growing trend, helping technicians stay updated with the latest knowledge. reports that this can potentially increase productivity by nearly 14%.

⭕ According to Ciphr, microlearning can improve focus and support long-term retention by up to 80%. This means you can improve your ‘s learning by delivering it more effectively to a larger audience, ultimately increasing skills, knowledge, and talent.

Employee Engagement, Satisfaction & Productivity

employee engagement

Gallup research states that engagement has 3.8 times as much influence on employee stress as work location. The same study reveals that disengaged workers cause an annual productivity loss of $8.8 trillion globally.

⭕ According to, organisations using Generative AI for ticket resolution have seen a stunning 75% reduction in resolution times. This translates to happier employees who experience less downtime and higher productivity.

The Global IT Experience Benchmark shows that 80% of employees perceived lost productivity is caused by just 12.6% of tickets.

⭕ According to Gallup, 80% of fully engaged employees have received meaningful feedback in the past week.

SaaS BPM highlights that companies with engaged employees experience 41% lower absenteeism and a 59% reduction in turnover. research suggests that 72% of employees believe they can increase their workload by 30% with AI-powered automation, hinting at potential stress reduction and improved work-life balance. 

Emerging Technologies

⭕ According to the Ipsos research, over the past 18 months, the general understanding of AI in Europe has increased. However, people are still not familiar with which products and services use AI.

⭕ Twilio Segment’s 2023 State of Personalization report found that 92% of businesses already use automation and AI to personalise the service and support process.

⭕ According to Pink Elephant, 65% of organisations already use automation for incident management, and 20% plan to implement it within the next year.

Gartner predicts that by 2026, one in 10 agent interactions will be automated using AI, a significant increase from the current estimated rate of 1.6%.

⭕ According to Moveworks, companies without AI have longer resolution times, with an average MTTR exceeding 30 hours. In contrast, those using AI achieve an MTTR of under 15 hours, resolving issues twice as fast.

⭕ Augmented reality (AR) could be used for remote guidance, allowing technicians to virtually assist employees with troubleshooting complex issues. – Microsoft

⭕ According to research conducted among AI startup founders, one-third of them predict that chatbots will become the most popular customer technology in the next five years. – FinanceOnline

⭕ Artificial intelligence automated up to 73% of healthcare admin tasks in 2023. – Business Insider

Security and Compliance

⭕ According to IBM, the extensive use of security AI and automation leads to an average savings of USD 1.76 million for organisations compared to those that don’t use it.

⭕ Ponemon Institute reports an increase in data breaches involving employee information, highlighting the need for robust security measures in service desks.

Spiceworks reports that 84% of companies are concerned about shadow IT, which can pose security risks if not managed effectively. 

⭕ By 2026, 10% of large enterprises will have a mature and measurable zero-trust program in place, up from less than 1% today, according to Gartner.

Training & Development

⭕ According to The 2024 State of IT report, 59% of companies plan to increase their staff, but 63% of them struggle to find IT talent.

⭕  Shortlister discovered that 76% of employees are more likely to remain in a company if it provides ongoing training and development opportunities.

⭕  Based on the SHRM research, the most preferred way of learning for 70% of employees is online/self-paced courses, followed by online/instructor-led training (63%), in-person training with an instructor (63%), and hybrid learning opportunities (62%).

⭕  Businesses that offer extensive training programs enjoy a 218% increase in income per employee compared to those that lack formalised training. – Devlin Peck

⭕  According to the Training Industry, learning and development budgets are expected to increase by 6.8% in 2024, indicating a continued focus on employee skills improvement. One area where upskilling may be particularly essential in 2024 is artificial intelligence (AI).

⭕  According to a survey by LinkedIn, 94% of employees would stay at a company longer if it invested in their career development.

What to expect in 2024?

The statistics highlight the need for organisations to invest in technology to enhance customer experience. Automation and AI are becoming integral to the functioning of service desks. This is because they boost efficiency and have the potential to increase employee satisfaction.

There has been a significant increase in the use of conversational AI, intelligent virtual agents (IVAs), and automated chatbots. This change has revolutionised how customers resolve their issues, making them more open to self-service options.

In 2024, self-service portals are expected to prioritise mobile-first designs, ensuring easy access from smartphones and tablets. We can also expect advancements in real-time data syncing, self-learning knowledge bases, and seamless authentication processes, potentially incorporating innovative technologies.

Many companies are moving towards omnichannel support for seamless experiences across all channels. They also embrace proactive measures to identify and solve issues before customers become aware of them.

However, it’s important to note that knowledge management and employee engagement remain critical components for organisations to excel in 2024. Overall, organisations can create happy and productive teams by investing in the right technologies, fostering a culture of learning and knowledge sharing, and prioritising employee feedback.



close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.