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1548889

全球ITSM（IT服務管理）市場：市場佔有率分析、產業趨勢/統計、成長預測（2024-2029）

ITSM - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 152 Pages | 商品交期: 2-3個工作天內

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簡介目錄

全球ITSM（IT服務管理）市場規模預估2024年為110億美元，2029年達到238.4億美元，預估在預測期間（2024-2029年）複合年成長率為16.72%。

ITSM市場

資訊科技服務管理 (ITSM) 定義了所有與 IT 相關的活動，包括為實現 IT 組織的業務目標而執行的客製化解決方案的建立、交付、支援和管理。

主要亮點

  • IT 服務管理 (ITSM) 的現狀在不斷變化的資訊科技領域至關重要。它反映了在技術突破和不斷變化的業務動態的推動下，公司交付和管理 IT 支援和服務的方式發生了轉變。 ITSM 現在是一項策略要求，可推動卓越營運、改善員工支援和體驗，並直接為整體組織績效做出貢獻，而不僅僅是一個支援角色。
  • 2023 年對 IT 服務台來說是非常重要的一年，凸顯了以前未被注意到、現在需要關注的某些需求。 2024 年，ITSM 場景正在迅速變化。 IT 服務管理的新趨勢正在引起人們的關注，預示著員工 IT 支援和技術援助的革命。因此，IT 服務台經理必須隨時了解最新的 ITSM 趨勢及其潛在影響。
  • AITSM 趨勢代表了生成式人工智慧和現代自動化帶來的重大轉變。在 GenAI 的支援下，這種創新方法可以主動、有效率地自動化 IT 服務台內的 IT 請求、營運和任務。主要組織現在正在採用 GenAI，這對 ITSM 產生了重大影響。當先進的生成式人工智慧整合到 IT 服務管理業務中時，公司可以從提高的生產力和解決各種 IT 相關問題的最佳實踐中受益。
  • AITSM 提高了 IT 支援的效率和準確性，並為更具回應性和主動性的服務環境奠定了基礎。結合智慧工單路由和預測性問題解決等進階功能，可顯著提高 IT 服務管理的品質。利用 AITSM 的公司的成功將取決於他們利用生成式 AI 認知能力的能力，開創以創新、回應能力和效率為特徵的 IT 服務管理新時代。
  • COVID-19 大流行對科技業產生了重大影響，擾亂了供應鏈價值鏈並造成了商品通膨的威脅。疫情也導致遠距工作激增，人們更加關注評估和降低階到端價值鏈中的風險，從而刺激了對 IT 服務管理的需求。

IT服務管理市場趨勢

IT/通訊領域預計將佔據較大市場佔有率

  • IT 和通訊領域的 IT 服務管理現代化是一種不斷發展的方法。這彌合了傳統本地 IT 系統和基於雲端的 IT 系統之間的差距。這提高了業務效率和有效性。這種在整個企業內捕獲、分析和共用資料方式的統一性改善了內部 IT 員工和外部相關人員的體驗。
  • 隨著技術的快速進步，通訊業者不斷注重創新。因此，我們專注於升級基礎設施，同時開發尖端的解決方案來服務我們的客戶，包括創新、客戶服務、基礎設施配置和人力資源。
  • 此外，實施 ITSM 解決方案還為通訊業者提供了通訊、雲端和軟體許可組合中的申請、費用、使用情況和資產的統一可見性。因此，它提供了一套細粒度的流程來管理您現有的IT基礎設施，同時主要透過提高可見度來降低整體成本並提高生產力。此外，隨著對雲端基礎的模型的需求不斷增加，IT 公司正在專注於實施 ITSM。隨著雲端基礎的生態系統的普及，公司正在跨雲端平台提供新服務並擴大合作夥伴關係。
  • 此外，IT 企業的內容成長與新管道的新增和流程變化同步。由於社群媒體和智慧型裝置的出現，ITSM 解決方案的激增預計將增加處理交易、業務和社交內容的需求，並實現跨各種數位管道的內容流化。
  • 據 5G Americas 稱，在可預見的未來，5G 用戶數量預計將持續成長，兩年內將達到 30 億用戶。其中包括未來兩年的 6 億份合約。

預計北美將佔據很大的市場佔有率

  • 該地區擴大採用 IT 服務解決方案來幫助組織提高效率並保持生產力。
  • 數位績效管理提供績效洞察並實現即時、閉合迴路問題解決。數位績效管理提供了一個通用的績效視圖，以易於理解的業務指標：時間來表達。此指標對於第一線員工、經理和高階主管來說很容易理解，並且是企業範圍解決方案的基礎。
  • 此外，加拿大政府制定了「雲端優先」策略，該策略在啟動資訊技術投資、措施、策略和計劃時將雲端服務確定為主要交付選項並對其進行評估。雲端運算還有望使加拿大政府能夠利用私人提供者的創新，並使資訊技術更加敏捷。
  • 最近的技術趨勢，例如增強的雲端基礎設施、支援物聯網的生態系統以及認知運算應用的不斷增加，為整個美國IT 產業創造新的業務需求提供了機會。
  • 由於旨在提高生產力、員工滿意度和成本效益的 BYOD 政策的迅速採用，雲端基礎的ITSM 市場正在不斷成長。此類策略需要遠端存取訊息，而雲端基礎的ITSM 解決方案可促進這一點。
  • 由於 COVID-19 爆發期間需要遠端工作，大多數組織也在採取預防措施來保護其向員工提供的行動裝置和設備。加拿大網路安全中心鼓勵加拿大網路安全界，特別是關鍵基礎設施網路維護者，提高對俄羅斯國家支持的網路威脅的認知和保護。網路中心與美國和英國的合作夥伴一起建議採取主動的網路監控和緩解措施。

IT服務管理產業概述

IT 服務管理市場高度分散，主要參與者包括 IBM Corporation、ASG Technologies Group Inc. (Rocket Software)、Atlassian Corporation PLC、Micro Focus International PLC (Open Text Corporation) 和 Broadcom Inc. Masu。市場上的公司正在採取聯盟和收購等策略來加強其產品供應並獲得永續的競爭優勢。

  • 2023 年 10 月 安永和 IBM 聯合發布了 EY.ai Workforce，這是一種創新的人力資源解決方案，使組織能夠將人工智慧 (AI) 整合到關鍵業務流程中。兩家公司之間的合作標誌著人工智慧在提高人力資源部門生產力方面的重要里程碑。
  • 2023 年 11 月 Jira、Confluence 和 Bitbucket 等流行工具背後的 Atlassian Corporation 收購了主要企業的IT資料品管技術公司 AirTrack。此次收購是 Atlassian 持續努力幫助企業採用全面的資產和配置管理方法的一部分。透過結合 AirTrack 和 Jira Service Management 的功能，企業可以更有效地追蹤其所有關鍵資產，從而降低營運風險、成本和攻擊面。

其他好處：

  • Excel 格式的市場預測 (ME) 表
  • 3 個月分析師支持

目錄

第1章簡介

  • 研究假設和市場定義
  • 調查範圍

第2章調查方法

第3章執行摘要

第4章市場洞察

  • 市場概況
  • 產業吸引力－波特五力分析
    • 供應商的議價能力
    • 買方議價能力
    • 新進入者的威脅
    • 替代品的威脅
    • 競爭公司之間敵對關係的強度
  • COVID-19 大流行的市場影響評估

第5章市場動態

  • 市場促進因素
    • 最終用戶產業更採用IT基礎設施更新
    • 對管理和監控IT基礎設施效能的整合平台的需求不斷成長
  • 市場限制因素
    • ITSM 實施中的挑戰以及服務等級協定中缺乏品質標準

第6章 市場細分

  • 按發展
    • 雲
    • 本地
  • 按用途
    • 配置管理
    • 績效管理
    • 網管
    • 資料庫管理系統
    • 其他用途
  • 按最終用戶產業
    • BFSI
    • 製造業
    • 政府/教育
    • 資訊科技/通訊
    • 零售
    • 旅遊/酒店業
    • 衛生保健
    • 其他最終用戶產業
  • 按地區
    • 北美洲
    • 歐洲
    • 亞太地區
    • 拉丁美洲
    • 中東/非洲

第7章 競爭格局

  • 公司簡介
    • IBM Corporation
    • ASG Technologies Group Inc.
    • Atlassian Corporation PLC
    • Micro Focus International PLC
    • Broadcom Inc.
    • Axios Systems
    • BMC Software Inc.（Kohlberg Kravis Roberts & Co. LP）
    • Freshworks Inc.
    • Ivanti Inc.
    • ServiceNow Inc.

第 8 章 供應商競爭力

  • 供應商市場收益（2023 年）
  • 供應商比較分析

第9章投資分析

第10章 市場未來性

簡介目錄
Product Code: 65322

The ITSM Market size is estimated at USD 11 billion in 2024, and is expected to reach USD 23.84 billion by 2029, growing at a CAGR of 16.72% during the forecast period (2024-2029).

ITSM - Market

Information technology service management (ITSM) defines all IT-related activities that include creating, delivering, supporting, and managing the customized solutions executed to achieve the business goal of the IT organizations.

Key Highlights

  • The current state of IT service management (ITSM) is highly significant in the ever-changing field of information technology. It reflects a turning point in how businesses deliver and manage their IT support and services, owing to technological breakthroughs and shifting business dynamics. ITSM is now a strategic requirement that promotes operational excellence, improves employee support and experience, and directly contributes to overall organizational performance rather than just being a support role.
  • The year 2023 was crucial for the IT service desk as it highlighted specific needs that were previously unnoticed but now require attention. In 2024, the ITSM (information technology) scene is rapidly changing. Emerging trends in IT service management are gaining prominence and heralding a revolution in employee IT support and technical assistance. Therefore, it is essential for IT service desk managers to stay updated with the latest ITSM trends and their potential impacts.
  • The trend of AITSM represents a significant change brought about by Generative AI and modern automation. By utilizing GenAI, this innovative method can proactively and efficiently automate IT requests, actions, and tasks within the IT service desk. Nowadays, leading organizations are adopting GenAI, which has a significant impact on ITSM. When advanced Generative AI is integrated into IT service management operations, businesses can benefit from increased productivity and best practices for resolving various IT-related issues.
  • AITSM enhances the efficiency and accuracy of IT support and establishes a foundation for a more responsive and proactive service environment. It incorporates advanced features such as intelligent ticket routing and predictive issue resolution, significantly improving IT service management quality. The success of companies that utilize AITSM will be determined by their ability to leverage the cognitive powers of Generative AI, enabling them to usher in a new era of IT service management characterized by innovation, responsiveness, and efficiency.
  • The COVID-19 pandemic significantly impacted the technology industry, caused disruptions in the supply chain value chain, and created threats of commodity inflation. The pandemic also led to a surge in remote work and a heightened focus on evaluating and reducing risks in the end-to-end value chain, which, in turn, fueled the demand for IT service management.

Information Technology Service Management Market Trends

The IT and Telecommunication Segment is Expected to Hold a Significant Market Share

  • Modernizing IT service management for IT and telecom sectors is an evolved approach. This bridges the gap between traditional, on-premise, and cloud-based IT systems. It increases operational efficiency and effectiveness. Thus, consolidating how data is captured, analyzed, and shared across enterprises provides an improved experience for internal IT employees and external constituents.
  • With rapid technological advancements, telecom businesses are continually focusing on innovation. Thus, they focus on upgrading their infrastructure while developing state-of-the-art solutions to serve their customers, including innovation, customer service, infrastructure setup, and human resources.
  • Moreover, the implementation of ITSM solutions helps telecom enterprises gain unified visibility into invoices, expenses, usage, and assets across their entire communications, cloud, and software license portfolio. Thus, it reduces overall costs and enhances productivity, mainly by improving visibility, while providing a finely tuned set of processes to manage existing IT infrastructure. Moreover, IT companies are focusing on adopting ITSM with the increasing demand across the cloud-based models. With the growing adoption of cloud-based ecosystems, companies have expanded their partnership through new offerings across the cloud platform.
  • Furthermore, the increase in content across IT enterprises is synced with adding new channels and changing processes. The proliferation of ITSM solutions due to the emergence of social media and smart devices is expected to increase the need to handle transactional and business content and social content to enable content mobilization across different digital channels.
  • According to 5G Americas, growth in 5G subscriptions is expected to continue into the foreseeable future, reaching 3 billion subscriptions in two years. That includes 600 million subscriptions over the next two years.

North America is Expected to Hold a Significant Share in the Market

  • The region is witnessing an influx in the adoption of IT service solutions to increase efficiency and maintain the productivity of organizations.
  • Digital performance management provides performance insights and enables real-time, closed-loop problem-solving. It delivers one universal view of performance, communicated in understandable business metrics: hours. The metrics are easily understandable for frontline workers, managers, and executives and provide a foundation for an enterprise-scale solution.
  • Furthermore, the government of Canada has a 'cloud-first' strategy, where cloud services are identified and evaluated as the principal delivery option while initiating information technology investments, initiatives, strategies, and projects. The cloud is also expected to allow the government of Canada to harness the innovation of private-sector providers to make its information technology more agile.
  • The recent technological trends, such as enhanced cloud infrastructure, IoT-enabled ecosystem, and the rising application of cognitive computing, provided opportunities to create new business imperatives across the US IT sector.
  • The market is witnessing the growth of cloud-based ITSM, owing to the rapid adoption of BYOD policies for improved productivity, employee satisfaction, and cost-effectiveness. These policies require remote accessibility of information, which is facilitated by cloud-based ITSM solutions.
  • Owing to remote working practices during the COVID-19 pandemic, most organizations are also taking preventive measures to secure their mobile devices and equipment provided to the employees. The Canadian Centre for Cyber Security encourages the Canadian cybersecurity community, especially critical infrastructure network defenders, to bolster their awareness of and protection against Russian state-sponsored cyber threats. The Cyber Centre joins US and UK partners in recommending proactive network monitoring and mitigations.

Information Technology Service Management Industry Overview

The information technology service management market is highly fragmented, with the presence of major players like IBM Corporation, ASG Technologies Group Inc. (Rocket Software), Atlassian Corporation PLC, Micro Focus International PLC (Open Text Corporation), and Broadcom Inc. Players in the market are adopting strategies such as partnerships and acquisitions to enhance their product offerings and gain sustainable competitive advantage.

  • October 2023: EY and IBM jointly launched EY.ai Workforce, an innovative HR solution enabling organizations to integrate artificial intelligence (AI) into their key HR business processes. This collaboration between the companies is a significant milestone in the role of AI, which is aimed at increasing productivity within the HR function.
  • November 2023: Atlassian Corporation, the company behind popular tools like Jira, Confluence, and Bitbucket, acquired AirTrack, a leading IT data quality management technology provider. This acquisition is part of Atlassian's ongoing efforts to help businesses adopt a comprehensive asset and configuration management approach. By combining the capabilities of AirTrack and Jira Service Management, enterprises can keep track of all their critical assets more effectively, thereby reducing operational risks, costs, and attack surfaces.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Buyers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitute Products
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Assessment of the Impact of the COVID-19 Pandemic on the Market

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Rising Adoption of Updated IT Infrastructure Across End-user Industries
    • 5.1.2 Increasing Demand for a Unified Platform to Manage and Monitor IT Infrastructure Performance
  • 5.2 Market Restraints
    • 5.2.1 Issues in ITSM Implementation and Lack of Quality Standards in Service-level Agreement

6 MARKET SEGMENTATION

  • 6.1 By Deployment
    • 6.1.1 Cloud
    • 6.1.2 On-premise
  • 6.2 By Application
    • 6.2.1 Configuration Management
    • 6.2.2 Performance Management
    • 6.2.3 Network Management
    • 6.2.4 Database Management Systems
    • 6.2.5 Other Applications
  • 6.3 By End-user Industry
    • 6.3.1 BFSI
    • 6.3.2 Manufacturing
    • 6.3.3 Government and Education
    • 6.3.4 IT and Telecommunication
    • 6.3.5 Retail
    • 6.3.6 Travel and Hospitality
    • 6.3.7 Healthcare
    • 6.3.8 Other End-user Industries
  • 6.4 By Geography
    • 6.4.1 North America
    • 6.4.2 Europe
    • 6.4.3 Asia-Pacific
    • 6.4.4 Latin America
    • 6.4.5 Middle East and Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 IBM Corporation
    • 7.1.2 ASG Technologies Group Inc.
    • 7.1.3 Atlassian Corporation PLC
    • 7.1.4 Micro Focus International PLC
    • 7.1.5 Broadcom Inc.
    • 7.1.6 Axios Systems
    • 7.1.7 BMC Software Inc. (Kohlberg Kravis Roberts & Co. LP )
    • 7.1.8 Freshworks Inc.
    • 7.1.9 Ivanti Inc.
    • 7.1.10 ServiceNow Inc.

8 VENDOR COMPETITIVENESS

  • 8.1 Vendor Market Revenue, 2023
  • 8.2 Vendor Comparative Analysis

9 INVESTMENT ANALYSIS

10 FUTURE OF THE MARKET