Procurement Market Intelligence Report
Issue Tracking Software
Sourcing Guide & Market Intelligence
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Issue Tracking Software Global Overview
Definition
Summary
Issue tracking software includes help desk, service desk, asset management and bug tracking systems that are primarily used by IT personnel. Issue tracking software includes both free and proprietary software, though this report focuses on proprietary software. The key buyers of this software include software publishers, IT service providers and customer support providers.
This Report Includes:
- Issue Tracking Software
- Bug Tracking Software
Not in this Report:
- All Other Forms of Software
- Issue Tracking Services
Global Issue Tracking Software Procurement Trends
Discover the top international trends affecting procurement in the global Issue Tracking Software market.
Neutral
GSA memo asks agencies to review consulting contracts
- The General Services Administration (GSA) recently issued a memorandum asking government agencies to review their consulting contracts with the ten highest-paid firms. The ten firms are Accenture PLC (Accenture Federal Services), Booz Allen Hamilton Inc., CGI Group Inc. (CGI Federal), Deloitte Touche Tohmatsu (Deloitte Consulting), General Dynamics Corporation (General Dynamics IT), Guidehouse Inc., Huntington Ingalls Industries Inc. (HII Mission Technologies), International Business Machines Corporation (IBM), Leidos Holdings, Inc., and Science Applications International Corporation, Inc. (SAIC).
- The memo states that agencies are strongly encouraged to cut non-essential consulting contracts, providing a list of those intended to be terminated by March 7, 2025. By April 19, 2025, agencies must submit their reviews of non-GSA consulting service contracts.
- According to the GSA, the ten consulting firms identified are set to receive $65.0 billion in fees in 2025. The Department of Defense (DoD) has stated its intention to terminate or descope contracts non-essential to the DoD’s purposes; some of the largest market players with high-value DoD contracts include Booz Allen Hamilton, Deloitte, and Accenture.
- According to the Government Accountability Office, in the fiscal year 2023, government agencies spent $478.0 billion on services, with the DoD accounting for $230.0 billion and non-defense agencies accounting for the rest. The DoD spent $21.3 billion on support, professional, and engineering and technical services, while non-defense agencies spent $21.4 billion on professional services, which includes consulting, training, and support services.
- The Department of Veterans Affairs (VA) initially cancelled 875 contracts (amounting to around $2.0 billion) but has currently paused efforts. However, contract terminations across most agencies are expected to continue.
Positive Trends
The DOJ proposes Google breakup in latest tech antitrust action
- In August, Google was found guilty of operating as a monopoly and engaging in anti-competitive practices through the operation of its search engine business.
- In response to this ruling the Department of Justice (DOJ) has stated it will seek a breakup of Google’s business segments, among other similarly harsh penalties. While the actual penalty Google receives must be approved by the judge, the DOJ’s proposed penalties signal a zero-tolerance policy toward tech monopolies.
- During the last few years, the Federal government has significantly increased its enforcement actions against major technology companies in an effort to contest the high level of market share concentration in this sector.
- These actions include high-profile anti-trust lawsuits against Amazon, Apple, and Meta, in addition to the case against Google. Consequently, the results of these lawsuits could significantly affect the structure of a wide range of tech markets.
Global Issue Tracking Software Market - Suppliers by Region
| Country/Region | Number of Suppliers |
|---|---|
| #1 Europe | 180 |
| #2 United States | 135 |
| #3 China | 90 |
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2
Geography Drilldown - US
Average Cost of Issue Tracking Software
United States
2026 Market Pricing$0.00 to $XXX.XX
per user per monthAverage Price
Prices in the Issue Tracking Software market range from $0.00 to $XXX.XX, depending on Number of Users, Delivery Model, Number of Errors and Features. For example, lower prices are associated with Software access to less than 100 users ($5.00 to $200 per user per month), whereas higher prices are associated with Software access to 100+ users ($10.00 to $250 per user per month).
Need the scoop on international price trends?
Between our Europe and Canada collections, we provide price data for 350 markets so you can instantly compare prices across borders. Or, use our custom research services for intel on prices in any region across the globe.
Issue Tracking Software Category Price Trends
Pricing trends are indicated by the compound annual growth rate (CAGR) during a set period of time. For the Issue Tracking Software market, prices in the US have grown 3.0% from 2022 to 2025. Subscribers can access price trend forecasts, price driver projections and forward-looking cost structure data. Learn more
United States (2022-2025)
United States (2025-2028)
Compound Annual Growth Rate
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Price trend forecasts are available to subscribers, along with price driver projections and forward-looking cost structure data.
Cost Analysis - Total Cost of Ownership for Issue Tracking Software
Total cost of ownership is Low in the Issue Tracking Software market. The average cost of ownership differs depending on the contract but generally includes costs negotiated before the contract begins, costs billed during the contract period and unforeseen costs. For example, unforeseen costs in the form of Downtime may raise the total cost of ownership unexpectedly.
Negotiated Before
Customization
Billed During
Support
Unforeseen
Downtime
Buyer Power in Procurement Negotiations
In 2026, buyer power amounts to -0.3 in the United States. Buyer power is most positively impacted by Recent Price Trend. It is most negatively impacted by Recent Developments. Subscribers can access details on eight other factors that impact buyer power. Learn more
United States
Buyer power forecasts: your glimpse into the future
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- Near-real-time updates to current and forecast Buyer Power Scores
- Methodology and weightings for Buyer Power Score Components
Supply Chain Risk
The average level of supply chain risk is assessed as Medium, which has a negative impact on buyer power. The level of supply chain risk is affected by industry volatility, barriers to entry, competition, import penetration, regulation and industry financial risk. Buyers in this market can mitigate procurement and supply chain management risks by monitoring risk levels for individual first and second tier suppliers:
1st
Tier Suppliers
- Operating Systems Software Publishers
- Computer Manufacturers
- IT Consulting
2nd
Tier Suppliers
- Intellectual Property Licensing
- Semiconductor & Circuit Manufacturers
- Computer & Software Wholesalers
- Office Stationery Manufacturers
Biggest Issue Tracking Software Suppliers in the US by Revenue
The largest Issue Tracking Software vendors by revenue in the US are Atlassian, Inc., Glitch Inc. and Bmc Software Inc. Subscribers can sort and filter by market share concentration, profit level and other factors. Learn more
| Supplier | Operational Size | Headquarters | Number of Employees | Market Share (%) | Market Share Performance (3yr trend) | Total Revenue ($ million) | Profit Level (%) | Risk Level |
|---|---|---|---|---|---|---|---|---|
| Microsoft Corporation | Global | Redmond | >10,000 | 5-10 | ||||
| International Business Machines Corporation | Global | ARMONK | >10,000 | 5-10 | ||||
| Bmc Software Inc. | Global | Houston, TX | >10,001 | 5-10 | ||||
| Glitch Inc. | Global | New York, NY | 25-50 | 5-10 | ||||
| Mozilla Foundation | Global | Mountain View, CA | 501-1,000 | 5-10 | ||||
| OpenText Corporation | Global | ONTARIO CANADA | >10,000 | < 5 | ||||
| Hubspot, Inc. | Global | CAMBRIDGE | 1,001-10,000 | < 5 | ||||
| SOTI Inc. | Global | Mississauga, CA | 1,001-10,000 | < 5 | ||||
| Atlassian, Inc. | US | < 5 | ||||||
Looking for a list of suppliers by country?
Subscribers can access vendor information on Canadian and European suppliers, too. We also offer custom research services to help with vendor sourcing anywhere in the world.
Profit Analysis
The average profit margin across vendors in the Issue Tracking Software market is 17.3% and steady. Profit levels shift depending on suppliers' spend on wages, purchases and overhead. The highest cost component for vendors is Overhead. The cost trend for this component is rising, when considering movement between 2025 and 2026. To understand cost forecasts for 2027 and uncover the implications on profit, start your subscription. Learn more
Vendor & Supply Chain Analysis
Because issue tracking software is in the mid-maturity phase of its lifecycle, there is a relatively low vendor risk, as the software is still in high demand. New vendors are entering the market with free software versions, but larger vendors still hold a competitive advantage because of the different specializations and features they can offer clients.
The issue tracking software market has a low market share concentration, with the top four vendors controlling less than 30.0% of market revenue and open-source software generating no revenue but accounting for about half of all issue tracking software usage. The wide availability of free options helps to prevent any single company from building up a large market share.
The supply chain risk for issue tracking software is moderate due to fluctuating volatility within computer manufacturers and IT consulting. Moderate supply chain risk is of some concern o buyers due to potential supply disruptions and spikes in component pricing, leading to reduced access to market software.
The United States is a net importer of computers, meaning it imports more computers than it exports. While lower manufacturing costs abroad drive down prices for imported computers, relying on imports can lead to potential shortages or price increases if there are supply chain disruptions due to geopolitical tensions, trade disputes, or global crises
Supplier Information
Bmc Software Inc.
Bmc Software Inc. is a private company operating globally in the information sector. The company's offerings include issue tracking software, asset tracking software, it asset management software, network monitoring software and data masking software. Founded in 1980, the company is currently headquartered... Subscribe to learn more
Glitch Inc.
Glitch Inc. is a private company operating globally in the information sector. The company's offerings include issue tracking software. Founded in 2000, the company is currently headquartered in New York, New York, United States of America with an estimated 30 employees. Subscribe to learn more
International Business Machines Corporation
International Business Machines Corporation (IBM) is a global integrated computer technology, hardware, software, and services provider. It organizes its business into four segments: Software segment, which provides software solutions for a hybrid cloud platform, data and artificial intelligence, automation,... Subscribe to learn more
Microsoft Corporation
Microsoft Corporation is a technology company offering digital technology and artificial intelligence (AI) to businesses and individuals worldwide. It develops cloud-based solutions that deliver customers with software, services, platforms, and content and provides solution support and consulting services.... Subscribe to learn more
Mozilla Foundation
Mozilla Foundation is a private company operating globally in the information sector. The company's offerings include issue tracking software. Founded in 2003, the company is currently headquartered in Mountain View, California, United States of America with an estimated 1000 employees. Subscribe to learn more
Atlassian, Inc.
Atlassian is a public company operating in the information sector. The company's offerings include project management software and issue tracking software. Founded in 2020, the company is currently headquartered in United States of America. Subscribe to learn more
Hubspot, Inc.
HubSpot, Inc. is a cloud-based marketing, sales, and customer service software provider to businesses globally. Its subscription-based platform comprises AI-powered engagement hubs, a Smart customer relationship management product, and a connected ecosystem supporting the customer platform. It also offers... Subscribe to learn more
Idera Inc.
Idera Inc. is a private company operating globally in the information sector. The company's offerings include issue tracking software. Founded in 2000, the company is currently headquartered in Houston, Texas, United States of America with an estimated 750 employees. Subscribe to learn more
OpenText Corporation
Open Text Corporation is an information management company that provides software and services for global enterprises, small and medium-sized businesses, governments, and consumers. It delivers software as a service (SaaS) offerings, application programming interface (API) services, data services, and private... Subscribe to learn more
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Procurement Management KPIs for the Issue Tracking Software Market
Managing vendor performance throughout the contract period is easier when tracking specific key performance indicators (KPIs). For example, buyers should monitor Average Resolution Time and Customer Satisfaction (CSAT). Buyers may experience better performance throughout their contracts if they establish service level agreements (SLAs) based on Data availability and other factors.
| KPI | Level of Importance (1-5) | Measurements | Key Considerations |
|---|---|---|---|
| Average Resolution Time |
|
Number of resolved tickets Total resolution time |
The average resolution time refers to the time frame in which a vendor is able to address and resolve a buyer’s question, problem or concern. The average resolution time can be used to determine a company’s support responsive rate and determine if they are a reliable service. |
| Customer Satisfaction (CSAT) |
|
Number of positive customer responses Number of customer responses |
Overall customer satisfaction with a vendor is indicative of how cooperative and sympathetic they are to customer needs. Positive customer satisfaction shows that the vendor cares for customer success rates with using their issue tracking software. |
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Questions to Ask During Procurement Negotiations
How can I gain leverage during negotiations?
Competition
How does your firm maintain a competitive edge?
How do you attract new clients and retain existing clients?
Distribution
What advantages does your product have over free options?
Do you offer a free version of your software?
Customer Support
Do you offer 24/7 customer account and technical support services?
Do you have a user group and an online forum?
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Issue Tracking Software RFP Guidelines
What should my RFP include?
Organizational Overview
Buyers should provide information about their organization, including the number of employees, their office locations and the industries with which they are associated.
Buyers should state their reasons for purchasing a new issue tracking software system and state the benefits they expect to receive from the software.
Statement Of Need
Buyers should state the features of issue tracking software that they require (multichannel support, service level agreement (SLA) management, satisfaction survey, reporting, etc.).
Buyers should specify the number of end-users that will be accessing the software.
Project Budget
Buyers should specify the total budget for the project.
Buyers should suggest the best method of billing.
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We display average pricing information, trends and market data.
Our Reports include:
- Opportunity assessment
- Market dynamics
- Recent developments
- Positive and warning trends
- Buyer power levers
- Price environment and market pricing
- Geographic wage rates
- Global market updates
- Total cost of ownership
- Cost structure benchmarks and analysis
- Supply chain and vendors
- Global supplier breakdown
- Market share concentration
- Regulation and business requirements
- Vendor management and KPIs
- Sourcing strategy guidance
