Kings Research today announced the release of its latest market intelligence study, “Global Service Desk Outsourcing Market: Size, Share, Trends & Forecast 2023–2030.” The report provides a comprehensive analysis of the market’s trajectory, including forecasts, drivers, opportunities, and competitive dynamics.
According to Kings Research, the global Service Desk Outsourcing Market was valued at USD 88.53 billion in 2022 and is projected to grow to USD 130.63 billion by 2030, at a CAGR of 5.09% during 2023–2030. Increasing adoption of cloud-based platforms, AI-driven service management tools, and the need for cost optimization are fueling the demand for service desk outsourcing across industries.
Service desk outsourcing involves delegating IT support and incident management functions to specialized third-party providers. This model allows organizations to improve service quality, reduce operational costs, and leverage advanced tools such as AI-powered ticketing systems and cloud-enabled platforms. The growing complexity of enterprise IT environments and the push for digital transformation are making outsourced service desk solutions indispensable for modern businesses.
Moreover, the shift toward hybrid work models and remote operations has intensified the demand for outsourced service desks capable of providing 24/7 support across geographies. Businesses are increasingly relying on global service desk providers to ensure uninterrupted operations, enhance employee productivity, and maintain high levels of customer satisfaction while minimizing internal resource strain.
Kings Research identifies the following growth accelerators:
- Cloud-Based Service Desk Solutions: Increasing migration to cloud platforms is transforming service desk operations. Over 67% of Indian enterprises now leverage some form of outsourced IT support to improve efficiency and focus internal resources on strategic priorities (Source: https://www.expresscomputer.in/).
- AI & Automation Integration: Service desk outsourcing now incorporates AI chatbots, automated incident routing, and predictive analytics, reducing resolution time and improving customer satisfaction. AI-powered IT helpdesk chatbots can swiftly access information to provide prompt and precise responses, enabling businesses to expedite ticket resolutions and enhance both employee and customer experiences. AI chatbots reduce queues by efficiently handling simple inquiries, especially requests that come in outside of business hours. Additionally, AI systems could automate up to 60-70% of tasks that currently consume employees' time, improving data analysis and decision-making (Source: https://www.outsourceasia.org/).
- Cost Optimization: According to studies, businesses that use outsourced IT can cut their technology-related costs by as much as 30% (Source: https://www.tresastronautas.com/).
- Digital Transformation Initiatives: Hybrid workplace models and remote IT support are driving demand for flexible, outsourced service desk solutions.
- Regional Demand Dynamics: North America has the largest share of the service desk outsourcing market, while Asia-Pacific is the fastest growing region, driven by digital adoption and demand for affordable IT support.
For decision makers—CIOs, CTOs, and IT managers—the service desk outsourcing market offers:
- Operational Efficiency: Access to expertise and tools for faster issue resolution.
- Cost Savings: Reduce in-house IT staff and infrastructure costs.
- Scalability: Flexible service models that adapt to business needs.
- Better Customer Experience: Proactive incident resolution and 24/7 support.
- Focus on Core Business: Outsourcing lets internal teams focus on strategic initiatives instead of IT tasks.
Regional Outlook:
- North America: Largest share, driven by mature IT infrastructure, high cloud adoption and growing digital transformation budgets. DXC Technology expanded into managed services in 2024.
- Asia-Pacific: Fastest growing region (above global average CAGR), driven by digitization in emerging markets like India and China and growing IT outsourcing spend by enterprises.
Competitive Landscape:
Prominent companies expanding in the service desk outsourcing space include Accenture, DXC Technology Company, HCL Technologies, Hewlett Packard Enterprise Development LP, Infosys Limited, Rimini Street, Inc., TATA Consultancy Services Limited, Tollanis Solutions Inc., Wipro, FUJITSU, and IBM. These players are focusing on strategic acquisitions, AI integration, and cloud-enabled service models to strengthen their positions.
The full Kings Research report provides detailed segmentation by type, application, geography, and competitive benchmarking. To request a sample, access the full report, or explore custom consulting services, please visit https://www.kingsresearch.com/service-desk-outsourcing-market-54.
About Kings Research:
Kings Research is a global provider of syndicated research reports and consulting services, helping organizations navigate emerging markets, assess opportunities, and make informed business decisions.
All market data are sourced from Kings Research proprietary analysis, validated against public releases and credible industry sources.