市場調查報告書
商品編碼
1541560
2024-2032 年按組件(解決方案、服務)、最終用戶(大型企業、中小企業)、垂直行業(BFSI、IT 和電信、醫療保健、製造、零售、教育等)和地區分類的雲端 ITSM 市場報告Cloud ITSM Market Report by Component (Solutions, Services), End User (Large Enterprises, Small and Medium Enterprises), Vertical (BFSI, IT and Telecommunication, Healthcare, Manufacturing, Retail, Education, and Others), and Region 2024-2032 |
2023年全球雲端ITSMIMARC Group規模達87億美元。 IT 環境日益複雜、對敏捷 IT 解決方案的需求不斷成長、人工智慧 (AI) 和機器學習 (ML) 等先進技術的整合以及醫療保健和製造業的廣泛服務採用是推動市場的一些主要因素。
雲端資訊技術服務管理 (ITSM) 是一種管理雲端基礎架構上託管的 IT 服務的策略方法,以確保組織的 IT 與其業務目標保持一致。它包括各種類型,例如服務台軟體、IT 資產管理以及變更和發布管理。 Cloud ITSM 利用人工智慧 (AI)、機器學習 (ML) 和巨量資料分析等先進技術。它廣泛應用於各種應用中,例如事件報告、知識管理、服務等級協定 (SLA) 和合規性監控。雲端 ITSM 提供了眾多優勢,包括成本效益、可擴展性和業務連續性。
IT環境日益複雜,需要高效率的服務管理解決方案來維護和最佳化系統,這是刺激市場成長的主要因素之一。此外,人們對業務效率的日益關注以及對敏捷 IT 服務的需求,使得雲端 ITSM 解決方案變得不可或缺,這對市場成長產生了積極影響。同時,不斷興起的遠距工作環境強調了對可擴展、基於雲端的解決方案的需求,這些解決方案可以管理分散的勞動力,這也是一個成長誘導因素。此外,不斷增加的創新,例如將人工智慧 (AI) 和機器學習 (ML) 功能整合到 ITSM 平台中以實現自動化和預測管理,正在為市場成長提供重大推動力。此外,傳統 IT 以外的行業(例如醫療保健和製造)擴大採用雲端 ITSM,這是推動市場成長的另一個因素。
IT 環境的複雜性不斷增加
技術進步的加速導致 IT 基礎設施日益複雜,從而推動了市場的成長。此外,對高效服務管理解決方案的需求不斷成長,這些解決方案能夠駕馭組織複雜的網路,包括雲端服務、行動裝置、虛擬化和物聯網 (IoT) 元件,這對市場成長產生了積極影響。除此之外,雲端 ITSM 的廣泛採用,因為它具有高度適應性和可擴展性,使組織能夠快速回應挑戰和機遇,預計將推動市場成長。此外,雲端 ITSM 的集中化特性允許更輕鬆、更統一地管理資源,簡化管理任務並降低效率低下和錯誤的風險,為市場成長提供有利可圖的成長機會。
越來越重視業務效率和敏捷 IT 服務
對快速適應市場變化的需求不斷成長,加上對資源最佳化的日益重視,正在推動市場的成長。此外,對雲端 ITSM 服務的廣泛需求,因為它提供了一個模組化且適應性強的框架,組織可以根據自己的獨特需求進行客製化,這對市場成長產生了積極影響。與此一致的是,不斷興起的服務應用程式,因為它促進了有效的資源分配,自動執行重複性任務,並提供對系統性能的即時洞察,使組織能夠做出明智的決策,正在推動市場成長。此外,雲端 ITSM 對 DevOps 計畫的日益支持正在促進市場成長,這些計畫旨在使開發和營運團隊更加緊密地聯繫在一起,從而簡化流程並縮短新產品或功能的上市時間。同時,雲端 ITSM 服務的結合使組織能夠對市場變化和機會做出快速反應,進一步提高業務效率,並正在刺激市場成長。
遠距工作日益盛行
遠距工作的興起給 IT 部門帶來了獨特的挑戰,例如確保資料安全和提供對企業應用程式的訪問,這是促進市場成長的主要因素。與此一致的是,雲端 ITSM 解決方案的不斷採用,因為它們提供了有效管理分散式勞動力所需的靈活性和可擴展性,正在刺激市場成長。此外,許多雲端 ITSM 平台中固有的不斷成長的安全協議可幫助組織保護其敏感資料,即使是從多個位置存取時也是如此,這也是一個成長誘導因素。除此之外,擴大採用雲端 ITSM 系統,該系統配備了即時監控網路效能的功能,可以迅速識別和解決問題,這是促進市場成長的另一個主要因素。此外,不斷增加的遠距工作條件強調了雲端 ITSM 解決方案在管理分散式勞動力同時保持高水準的效能和安全性方面的重要性,為市場成長提供了豐厚的機會。
The global cloud ITSM market size reached US$ 8.7 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 36.0 Billion by 2032, exhibiting a growth rate (CAGR) of 16.92% during 2024-2032. The increasing complexity of IT environments, growing need for agile IT solutions, integration of advanced technologies like artificial intelligence (AI) and machine learning (ML) and the widespread service adoption in healthcare and manufacturing sectors are some of the major factors propelling the market.
Cloud information technology service management (ITSM) is a strategic approach for managing IT services hosted on cloud infrastructure to ensure an organization's IT aligns with its business objectives. It includes various types, such as service desk software, IT asset management, and change and release management. Cloud ITSM utilizes advanced technologies like artificial intelligence (AI), machine learning (ML), and big data analytics. It is widely utilized in various applications, such as incident reporting, knowledge management, service-level agreement (SLA), and compliance monitoring. Cloud ITSM offers numerous benefits, including cost-effectiveness, scalability, and business continuity.
The increasing complexity of IT environments, necessitating the need for efficient service management solutions to maintain and optimize systems, is one of the major factors stimulating the market growth. Furthermore, the growing focus on business efficiencies and the need for agile IT services, making cloud ITSM solutions indispensable, which is positively influencing the market growth. Along with this, the rising remote working environments, emphasizing the need for scalable, cloud-based solutions that can manage a distributed workforce, are acting as a growth-inducing factor. Additionally, the increasing innovations, such as the integration of artificial intelligence (AI) and machine learning (ML) capabilities into ITSM platforms to enable automation and predictive management, are providing a significant push to the market growth. Moreover, the rising adoption of cloud ITSM in sectors outside traditional IT, such as healthcare and manufacturing, is another factor contributing to the market growth.
Increasing complexity of IT environments
The accelerating rate of technological advancements leading to increasingly complex IT infrastructures is propelling the market growth. Moreover, the growing demand for highly efficient service management solutions capable of navigating the organization's intricate networks that comprise cloud services, mobile devices, virtualization, and the Internet of Things (IoT) components is positively influencing the market growth. Along with this, the widespread adoption of cloud ITSM, as it is highly adaptive and scalable, enabling organizations to respond swiftly to challenges and opportunities, is anticipated to drive the market growth. Moreover, the centralized nature of cloud ITSM that allows for easier and more unified management of resources simplifying administrative tasks and reducing the risks of inefficiencies and errors, is providing remunerative growth opportunities for the market growth.
Increasing focus on business efficiencies and agile IT services
The increasing need for quick adaptability to market changes, coupled with the growing emphasis on resource optimization, is propelling the market growth. Moreover, the widespread demand for cloud ITSM services, as it offers a modular and adaptable framework that organizations can customize based on their unique requirements, is positively impacting the market growth. In line with this, the rising service application, as it facilitates effective resource allocation, automates repetitive tasks, and provides real-time insights into system performance, allowing organizations to make informed decisions, is bolstering the market growth. Furthermore, the growing support by cloud ITSM to DevOps initiatives, which aim to bring development and operations teams closer together, thus streamlining processes and reducing time-to-market for new products or features, is catalyzing the market growth. Along with this, the incorporation of cloud ITSM services enabling organizations to react quickly to market changes and opportunities, further enhancing business efficiencies, is stimulating the market growth.
Growing prevalence of remote work
The rising shift towards remote work, which is posing unique challenges for IT departments, such as ensuring data security and providing access to enterprise applications, are major factors catalyzing the market growth. In line with this, the escalating adoption of cloud ITSM solutions, as they offer the flexibility and scalability needed to manage a distributed workforce effectively, is stimulating the market growth. Moreover, the growing security protocols inherent in many cloud ITSM platforms that help organizations safeguard their sensitive data even when accessed from multiple locations are acting as a growth-inducing factor. Along with this, the increasing adoption of cloud ITSM systems, equipped with features that monitor network performance in real-time, allowing for prompt identification and resolution of issues, is another major factor enhancing the market growth. Furthermore, the rising remote working conditions, emphasizing the importance of cloud ITSM solutions in managing a distributed workforce while maintaining high levels of performance and security, are offering remunerative opportunities for the market growth.
IMARC Group provides an analysis of the key trends in each segment of the market report, along with forecasts at the global, regional, and country levels from 2024-2032. Our report has categorized the market based on component, end user, and vertical.
Solutions
Operation and Performance Management
Service Portfolio Management
Service Desk Software
Dashboard Reporting and Analytics
Configuration and Change Management
Services
Professional Services
Managed Services
Solutions dominates the market
The report has provided a detailed breakup and analysis of the market based on the component. This includes solutions (operation and performance management, service portfolio management, service desk software, dashboard reporting and analytics, and configuration and change management) and services (professional services and managed services). According to the report, solutions represented the largest segment.
Solutions dominate the cloud ITSM market owing to the increasing need for software tools that can efficiently manage, monitor, and analyze IT services. In line with this, the increasing complexities of modern IT environments, requiring robust software solutions that can scale, adapt, and manage diverse and intricate IT resources, are propelling the market growth. Moreover, cloud-based solutions can easily scale to accommodate business growth or changes, making them highly appealing to organizations of all sizes. Additionally, these solutions often operate on a subscription-based model, making them more affordable than investing in in-house hardware and software. Besides this, modern cloud ITSM solutions are equipped with capabilities that can be customized to fit an organization's unique needs, offering greater value and utility. Furthermore, cloud ITSM solutions often come with APIs and pre-built connectors that allow easy integration with existing enterprise software, making them attractive.
Large Enterprises
Small and Medium Enterprises
Large enterprises dominate the market
The report has provided a detailed breakup and analysis of the market based on the end user. This includes large enterprises and small and medium enterprises. According to the report, large enterprises represented the largest segment.
Large enterprises are dominating the market share as they have complex IT infrastructures with a wide array of hardware, software, and network resources, requiring a robust and comprehensive ITSM solution. Moreover, the increasing need for operational efficiency in large enterprises, given the vast scale at which they operate, where inefficiency can quickly magnify into significant problems affecting productivity and profitability, is favoring the market growth. Along with this, the cloud-based nature of ITSM solutions enables centralized control, making it easier for large enterprises to manage IT services across various regions. Furthermore, the sheer size of the workforce in large enterprises results in a vast amount of service requests, incidents, and problems as compared to smaller organizations. In line with this, cloud ITSM solutions can handle a high volume of service tickets efficiently due to features like automated ticket routing, prioritization, and resolution.
BFSI
IT and Telecommunication
Healthcare
Manufacturing
Retail
Education
Others
IT and telecommunication dominate the market
The report has provided a detailed breakup and analysis of the market based on the vertical. This includes BFSI, IT and telecommunication, healthcare, manufacturing, retail, education, and others. According to the report, IT and telecommunication represented the largest segment.
IT and telecommunication sectors depend on robust and scalable IT infrastructure. These industries are built around technology, requiring effective IT resource management, making cloud ITSM solutions an essential tool for effective management. Moreover, the IT and telecommunication sectors handle many data and transactions daily, including customer data, network configurations, and service requests. In line with this, cloud ITSM solutions are well-suited to manage this high throughput efficiently, with features like automated ticketing systems, real-time analytics, and advanced reporting capabilities. Besides this, these sectors are highly competitive as organizations constantly strive for operational efficiencies, cost reduction, and quicker time-to-market for new services. Furthermore, cloud ITSM solutions are often designed to seamlessly integrate with other tools and platforms commonly used in the IT and telecommunication sectors, such as customer relationship management (CRM) and network management systems (NMS).
North America
United States
Canada
Asia Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
North America exhibits a clear dominance, accounting for the largest cloud ITSM market share
The market research report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America accounted for the largest market share.
North America exhibits a clear dominance in the global cloud ITSM market as the region is a hub for technological innovation and advancement. The presence of tech giants and numerous startups in Silicon Valley and other tech centers drives a culture of innovation, creating a favorable environment for the adoption of advanced cloud ITSM solutions. Moreover, organizations in North America had a head start in integrating cloud ITSM solutions into their operations as the region is an early adopter of technology. Additionally, the region hosts many large enterprises, especially in sectors like technology, finance, and healthcare, with complex IT needs, which can best be managed through robust cloud ITSM platforms. Furthermore, the supportive regulatory framework in North America, which is encouraging the use of advanced IT systems for compliance, is catalyzing the market growth. Along with this, companies in North America are allocating substantial resources to IT, reflecting the region's recognition of technology as a strategic investment rather than a cost center.
The leading companies in the cloud ITSM market are continually developing new features and capabilities for their cloud ITSM platforms, including leveraging AI and ML algorithms for automated decision-making, predictive analytics, and enhanced user experience. Moreover, the major firms are forming strategic acquisitions and partnerships to broaden their service offerings and reach new customer bases. Additionally, companies are offering tailored solutions that include specialized ITSM platforms for sectors like healthcare, manufacturing, and education. In addition, they are providing customizable modules that can be adapted according to specific business requirements. Besides this, many companies are expanding their operations globally to tap into emerging markets, setting up local data centers that comply with regional regulations. Furthermore, companies are also offering extensive training and support programs that help with faster adoption rates and ensure that customers can make the most out of their investments.
Axios Systems
BMC Software Inc.
CA Technologies (Broadcom Inc.)
Cherwell Software LLC
Citrix Systems Inc.
Hewlett Packard Enterprise
International Business Machines Corporation (IBM)
Micro Focus International Plc
Microsoft Corporation
Oracle Corporation
ServiceNow
SysAid Technologies Ltd.
(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)
In March 2021, Axios Systems was acquired by IFS. Axios Systems is a global provider of cloud-based Enterprise Service Management (ESM) software, recognized as a leader in IT Service Management (ITSM) and IT Operations Management (ITOM).
In June 2023, BMC was recognized as a leader in the GigaOm Radar for IT Service Management (ITSM) report. The report highlights BMC's artificial intelligence (AI) features and the change management and service delivery risk capabilities as top performing features.
In July 2023, Citrix Systems Inc. updated new features and products of Citrix ITSM Adapter that includes the improved ServiceNow instance registration process. It provides a comprehensive view of all ServiceNow instances that have access to Citrix Cloud and users can easily select or switch between instances, ensuring a seamless registration experience.