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IDC Market Glance: IT Service Management Software, 2Q26

Snow Tempest — Thu, 14 May 2026 04:00:00 GMT

This IDC Market Glance provides an overview of the worldwide IT service management (ITSM) software market and its supporting ecosystem. ITSM continues to evolve as organizations modernize service delivery and incorporate AI, asset management, and service operations into their environments.

Customers select platform-based solutions or integrations that connect IT service management with adjacent capabilities such as IT asset management (ITAM), remote monitoring and management (RMM), digital employee experience (DEX), and AI-enabled automation.

This IDC Market Glance highlights a focused set of vendors participating in this ecosystem and reflects the growing importance of integration, automation, and platform strategies in IT service management.

IDC Market Glance: 中国Data Agent市场图谱，1Q26

Leo Li — Thu, 14 May 2026 04:00:00 GMT

报告梳理了中国Data Agent市场情况并收录代表企业，制作市场图谱以供市场参考。

The Audit Trail That Did Not Exist: ServiceNow Knowledge 2026 and the Case for Governed Autonomous Work

Frank Dickson, Grace Trinidad — Thu, 14 May 2026 04:00:00 GMT

ServiceNow used Knowledge 2026 in Las Vegas to make a focused argument: that the same platform managing enterprise workflows is now the right place to govern the identities, assets, and AI agents operating across those workflows. The security and risk announcements collectively represent the first full integration of two major acquisitions into a production-ready platform. A less discussed but consequential shift runs through all of it: enterprise software is no longer exclusively deterministic. The governance frameworks enterprises built for rule-based systems do not automatically extend to AI agents that reason probabilistically, and Knowledge 2026 was in large part ServiceNow's answer to that gap.

U.S. Federal Civilian Government Agencies' Aggressive Value Realization Goals for AI

Massimiliano Claps — Thu, 14 May 2026 04:00:00 GMT

This IDC presentation analyzes the United States federal government's evolving AI adoption from pilot to production. The study combines the results of an IDC survey of 152 senior IT and non-IT leaders from U.S. federal government departments and agencies, with an in-depth analysis of the U.S. 2025 Federal Agency Artificial Intelligence Use Case Inventory, published on GitHub by the United States Office of Management and Budget.

Both the IDC survey and the 2025 Federal Agency AI Use Case Inventory show that AI adoption is progressing fast in the U.S. federal civilian government market, with use cases spanning IT, cybersecurity, back-office administration, and mission-specific areas. With increased budget dedicated to AI, federal government IT leaders are demanding more aggressive time to value and ROI.

AI's Environmental Reckoning: Vendor Strategies for Sustainable AI Infrastructure

Bjoern Stengel — Wed, 13 May 2026 04:00:00 GMT

This IDC Market Perspective discusses how AI is dramatically accelerating datacenter infrastructure expansion, driving global electricity consumption toward 915TWh by 2028 and increasing carbon emissions at a CAGR of 16.7% despite significant renewable energy investment. IDC's 2026 AI and Sustainability Survey (n = 1,570) reveals that enterprise buyers are embedding environmental criteria into vendor selection with growing rigor, and that buyer personas diverge significantly — requiring IT infrastructure vendors to develop differentiated engagement strategies by function. Vendors that invest in validated sustainability disclosures, persona-specific messaging, modular energy-efficient infrastructure, and circular life-cycle services will gain a competitive advantage as sustainable AI transitions from a reputational consideration to a procurement requirement.

"AI's environmental reckoning is not a distant policy challenge — it is unfolding now, in procurement offices and sustainability committees across the enterprise. IT infrastructure vendors that treat their products' energy efficiency and carbon intensity as competitive assets, not compliance obligations, are the ones that will define the sustainable AI infrastructure market." — Bjoern Stengel, global sustainability research and practice lead, Sustainable Strategies and Technologies, IDC

Hailing a Hotel: When Ubering Shifts the Demand Funnel, the Superapp Answers the Call

Dorothy Creamer — Wed, 13 May 2026 04:00:00 GMT

This IDC Link examines Uber's recent announcement of its partnership with Expedia Group on integrating hotel booking, and ultimately vacation rental inventory from Vrbo, directly into the Uber app. Unveiled at Uber's sixth annual GO-GET event in New York City, the partnership provides a distribution channel for Expedia's inventory of more than 700,000 hotels worldwide while advancing Uber's stated goal of becoming an "everything app." The move is a meaningful step toward the hospitality and travel superapp model IDC has predicted and carries implications for hospitality and travel providers, online travel agencies (OTAs), and the technology and solutions providers that serve them. Ubering has already become synonymous with hailing in a public transportation context, but this announcement indicates the intent of Uber's leadership for the verb to become more omnipresent — when you can "uber" your entire journey, the demand funnel if not shrinks, shifts, and the most seamless experience may win.

IBM Think 2026: Concert and the Shift from Observability Platform to Orientation Workspace

Shannon Kalvar — Wed, 13 May 2026 04:00:00 GMT

IBM Think 2026, held on May 4–7 in Boston, introduced the IBM Concert platform to public preview. It combines the existing Concert, Instana, Turbonomic, SevOne, and CloudPack for AIOps under a single design paradigm, backed with the new Infragraph for shared contextual data. This consolidation moves IBM Concert toward becoming an orientation workspace, a surface where teams begin their workday already knowing what they need to do to shape the future rather than an observability platform that generates dashboards and alerts about the world's previous state.

IDC Office of the CDO Survey 2025: Leadership, AI, and Data Management Priorities

Stewart Bond — Wed, 13 May 2026 04:00:00 GMT

AI has not merely expanded the data agenda; it has restructured it. This IDC Presentation draws on the IDC Office of the CDO Survey 2025, an annual primary research study of senior data and analytics leaders, to examine how the function is being reshaped by the demands of generative AI (GenAI) and agentic AI deployment. The 2025 wave captured responses from 417 senior data leaders. The findings reveal an accelerating shift: data management has moved from a background discipline to the foundational layer on which AI outcomes, governance integrity, and business performance depend. The presentation covers the consolidation of leadership models, the rebalancing of executive time toward strategy and evangelism, and the rising dominance of data quality as the top investment priority. It assesses technical and organizational barriers, from skills shortages and ROI pressure to model reliability and data dynamics, and maps how operating practices are evolving across cloud deployments, open table formats, master data, and AI training-data sourcing. A data management performance scorecard segments organizations by performance level, revealing that high scorers achieve roughly three times the financial and operational KPI gains of their peers and are dramatically more likely to run high-performing data product practices and production-grade AI.

"Data management has become the defining capability of the AI era. The organizations pulling ahead are not simply investing more; they have built data quality, governance, and AI-readiness into a cohesive system, and they are reaping measurably better business outcomes as a result. For those still treating data as a back-office responsibility, the window to close that gap is narrowing fast," says Stewart Bond, vice president, Data Intelligence and Integration Software, IDC.

RSAC 2026: Takeaways for DevSecOps and Software Supply Chain Security

Katie Norton — Wed, 13 May 2026 04:00:00 GMT

This IDC Market Perspective examines the most significant vendor announcements from RSA Conference (RSAC) 2026, organized around the themes shaping the DevSecOps market, with recommendations for technology suppliers positioning for what comes next. If RSAC 2026 is any indication, agentic AI security will define enterprise security investment through 2027. The week's announcements, session programming, and Innovation Sandbox (ISB) finalists all pointed in the same direction: AI agents are now infrastructure in the software development life cycle, and the security market is rebuilding itself accordingly."Application security has spent years optimizing for human development velocity, and RSAC 2026 showed an industry pivoting toward something different," says Katie Norton, research manager, DevSecOps and Software Supply Chain Security, IDC. "Vendors are building for machine-speed development, continuous remediation, and agent-driven workflows; the question for buyers is which of those bets will translate into operational value."

What Vendors Must Build to Win the CFO Office in Business Continuity and Financial Planning

Heather Herbst — Wed, 13 May 2026 04:00:00 GMT

CFOs face unprecedented volatility stemming from geopolitics, climate, and regulatory shifts, exposing gaps in traditional financial planning tools. Vendors must build integrated solutions that connect real-time risk signals to financial models, enable scenario analysis outside planning cycles, and deliver actionable insights in CFO language. Workflow integration and translation layers are critical, while regulatory compliance should be positioned as a catalyst, not the core value. Consolidation and platform unification are reshaping the competitive landscape.

"When volatility is always-on, CFOs need scenario tools that move at the speed of risk — not the pace of the planning calendar," says Research Director Heather Herbst, CFO Buyer Insights, IDC.