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“Service Delivery Automation Market by Type (IT Process Automation, Business Process Automation), Organization Size (Large Enterprises, SME’s), Vertical (BFSI, Travel & Hospitality, Telecommunication & Media) and Region – Global Forecast to 2021”
[121 Pages Report] The service delivery automation market is estimated to grow from USD 1.82 Billion in 2016 to USD 6.31 Billion by 2021, at a CAGR of 28.2%.
Major growth drivers of the market include the need to go agile for faster time-to-service and to replace or compliment manpower with automation to deliver quality services. The study considers 2015 as the base year and 2016-2021 as the forecast period.
Objectives of the Study:
The main objective of this report is to define, describe, and forecast the global service delivery automation market the basis of type, organization size, vertical, and region. The report provides detailed information regarding the major factors influencing growth of the market (drivers, restraints, opportunities, and industry-specific challenges). The report aims to strategically analyze micro markets with respect to individual growth trends, future prospects, and contribution to the total market. The report attempts to forecast the market size with respect to five main regions, namely, North America, Europe, Asia-Pacific (APAC), the Middle East & Africa (MEA), and Latin America. The report strategically profiles key players and comprehensively analyzes their core competencies. This report also tracks and analyzes competitive developments, such as joint ventures, mergers & acquisitions, new product developments, and research & development (R&D) activities in the market.
The research methodology used to estimate and forecast the service delivery automation market begins with capturing data on key vendors’ revenues through secondary research. Vendor offerings are also taken into consideration to determine the market segmentation. The bottom-up procedure was employed to arrive at the overall market size of service delivery automation from the revenue of the key players in the market. After arriving at the overall market size, the total market was split into several segments and subsegments, which were then verified through primary research by conducting extensive interviews with key people, such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures were employed to complete the overall market engineering process and to arrive at the exact statistics for all segments and subsegments.
To know about the assumptions considered for the study, download the pdf brochure
The service delivery automation ecosystem comprises vendors, such as International Business Machine (IBM) Corporation (U.S.), CA Technologies (U.S.), Automation Anywhere, Inc. (U.S.), Blue Prism Ltd. (U.K.), UiPath (Romania), Xerox (XAI) Corporation (U.S.), Celaton Ltd. (U.K.), Exilant Technologies Pvt. Ltd (India), IPsoft Pvt. Ltd. (India), Openspan Pvt. Ltd. (U.S.).
The Target Audiences of the service delivery automation market report are:
• Workforce Optimization Solution Providers
• Customer Experience Solution Providers
• Value Added Resellers
• Government Bodies and Departments
• Cloud Service Providers
• System Integrators
• Technology Consultants
“Study answers several questions for the stakeholders, primarily which market segments to focus in the next two to five years for prioritizing the efforts and investments”.

North America accounted for the largest share of the global service delivery automation market due to the implementation of service delivery automation solutions across varied industries in this region. However, major growth will be witnessed in the Asia-Pacific region, mainly attributed to the increasing adoption of service delivery automation solutions across India, China, Japan, and South Korea. The market in the Latin American and MEA regions is growing at a comparatively slower rate due to lack of commercialization of technologies.
IT departments as well as business processing across enterprises are dramatically changing and adopting various advanced technologies in which service delivery automation has been gaining tremendous popularity. Still, various organizations have not yet been automating their business activities simply because they are not aware about service delivery automation.
IBM Corporation (U.S.), Xerox Corporation (U.S.), Blue Prism Group Plc (U.K.), and Automation Anywhere, Inc. (U.S.) are some of the dominant players in the service delivery automation market. IBM has been one of the top players in this market catering to various industries. The company expects its cloud technologies, business analytics, and service delivery automation products will help create a competitive advantage for the company, and also increase the competition in the market. IBM also focuses on mobile and social technologies. It has substantially increased its R&D spending to innovate and launch new products.
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