The ITSM market in Latin America is growing rapidly.
With automation, cloud adoption, and operational efficiency becoming top strategic priorities, industries like banking, manufacturing, healthcare, and education are leading a shift that calls for more flexible, integrated platforms focused on tangible results. In response, forecasts show the market will continue to expand.
This article explores how the ITSM space is evolving in the region — who’s driving change, what organizations are looking for, and how Latin America is positioning itself in a market historically dominated by global players.
ITSM in LATAM: a market in motion
ITSM adoption across Latin America has grown steadily in recent years, fueled by ongoing digital transformation efforts. According to recent estimates, the Latin American ITSM market reached around USD 1.8 billion in 2024 and is expected to grow at a CAGR of nearly 12%, reaching approximately USD 2.5 billion by 2028.
This momentum reflects a shift in priorities, as organizations look to modernize their IT operations to become faster, more efficient, and better aligned with hybrid and digital work models. Cloud-based solutions and rising demand for digital transformation are the primary growth drivers.
Let’s take a closer look at some of the factors shaping this expansion:
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Digital modernization: Companies are automating processes and improving IT resilience to stay competitive. This digital focus — often supported by DevOps practices — is increasing demand for ITSM platforms that improve service delivery.
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Industry-specific adoption: Financial services (including banking and insurance), manufacturing, government, and education are among the sectors leading ITSM adoption. These organizations need reliable, scalable IT services to meet regulatory demands and modernize their operations.
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Automation and user experience: Modern ITSM tools increasingly integrate automation and AI to reduce the workload on IT teams. Improving the end-user experience is also a key objective — faster incident response and better Change Management help businesses solve problems more quickly and improve user satisfaction.
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Cloud migration and cost efficiency: There's a strong shift toward cloud-based ITSM. Cloud platforms offer greater flexibility and scalability, allowing companies to expand services without heavy investment in local infrastructure. Cloud adoption also helps reduce operational costs, replacing capital expenses with more predictable operating costs. This is one reason many Latin American businesses are choosing cloud-based ITSM over traditional on-prem solutions.
All of these factors point to continued growth in the region’s ITSM market. With digital modernization underway, strong demand from key sectors, and a preference for cloud-first approaches, Latin America is poised for sustained expansion.
Regional players and global competition
Latin America’s ITSM market features a diverse mix of platforms with different approaches to implementation, scalability, and support. Some of the leading players with an active regional presence include InvGate, ServiceNow, BMC Helix, ManageEngine, and IBM, alongside open-source solutions like OTRS and emerging tools tailored to specific sectors or smaller organizations.
InvGate, based in Argentina, is active in over 50 countries and was recognized by Gartner as a Representative Vendor in its Market Guide. Its suite — including InvGate Service Management and InvGate Asset Management — offers automated workflows, built-in reporting, and integrated Asset Management. It’s designed to work out of the box, without scripting or complex configuration. That usability, paired with strong technical depth, has helped fuel its growth.
Global platforms like ServiceNow and BMC maintain a strong foothold with large enterprises, particularly those with distributed operations or highly structured environments. ManageEngine and IBM offer ITSM as part of broader infrastructure, operations, and security platforms.
Trends driving growth
Artificial intelligence is reshaping how organizations manage IT services. Features like intelligent automation, predictive analytics, and natural language processing are helping companies reach new levels of efficiency.
There’s also rising demand for more intuitive, self-service experiences. ITSM tools are expected not just to handle complex technical issues but also to make it easier for users to interact with IT services.
Integration is another key factor. Businesses need ITSM solutions that connect seamlessly with their existing tech stack — from collaboration tools to enterprise management systems.
The future of ITSM in Latin America
With sustained growth on the horizon and digital maturity on the rise, the ITSM market in Latin America presents significant opportunities. A mix of accelerated transformation, adoption of emerging technologies, and a need to optimize IT operations is driving strong demand for modern, reliable platforms.
InvGate is well-positioned to take advantage of these trends. Its leadership in the region — backed by international recognition and ongoing AI innovation — makes it a strong choice for organizations looking for ITSM that’s modern, efficient, and well-aligned with Latin American market realities.
The next decade will be pivotal for ITSM in the region. Companies that pair real technological innovation with a deep understanding of local needs will be best positioned to lead the next wave of change.
