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クラウドITSM市場レポート：コンポーネント、エンドユーザー、業界別、地域別、2024～2032年

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
出版日: | 発行: IMARC | ページ情報: 英文 148 Pages | 納期: 2～3営業日

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価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=147.72円
クラウドITSM市場レポート：コンポーネント、エンドユーザー、業界別、地域別、2024～2032年
出版日: 2024年08月10日
発行: IMARC
ページ情報: 英文 148 Pages
納期: 2～3営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

世界のクラウドITSM市場規模は2023年に87億米ドルに達しました。今後、IMARC Groupは、2024～2032年にかけて16.92%の成長率（CAGR）を示し、2032年までに市場は360億米ドルに達すると予測しています。IT環境の複雑化、俊敏なITソリューションへのニーズの高まり、人工知能（AI）や機械学習（ML）のような先進技術の統合、医療や製造業におけるサービスの普及などが、市場を推進する主要要因となっています。

クラウド情報技術サービス管理（ITSM）は、クラウドインフラ上でホストされるITサービスを管理する戦略的アプローチであり、組織のITとビジネス目標との整合性を確保します。サービスデスクソフトウェア、IT資産管理、変更・リリース管理など、さまざまな種類があります。クラウドITSMは、人工知能（AI）、機械学習（ML）、ビッグデータ分析などの先進技術を活用しています。インシデント報告、ナレッジ管理、サービスレベル合意（SLA）、コンプライアンス・モニタリングなど、さまざまな用途で広く活用されています。クラウドITSMは、費用対効果、拡大性、事業継続性など数多くのメリットを記載しています。

IT環境の複雑化に伴い、システムを維持・最適化するための効率的なサービス管理ソリューションの必要性が高まっていることが、市場成長を促す主要要因の1つとなっています。さらに、ビジネスの効率化と俊敏なITサービスへのニーズの高まりにより、クラウドITSMソリューションが不可欠となっており、これが市場成長にプラスの影響を与えています。これに加え、リモートワーク環境の増加により、分散した労働力を管理できる拡大性の高いクラウドベースのソリューションの必要性が高まっていることも、成長を促す要因となっています。さらに、自動化と予測管理を可能にする人工知能（AI）や機械学習（ML）機能のITSMプラットフォームへの統合などの技術革新の高まりが、市場成長を大きく後押ししています。さらに、医療や製造業など従来のIT以外のセグメントでクラウドITSMの採用が増加していることも、市場成長の要因となっています。

クラウドITSM市場動向/促進要因

IT環境の複雑化

ITインフラの複雑化につながる技術進歩の加速が、市場の成長を後押ししています。さらに、クラウドサービス、モバイルデバイス、仮想化、モノのインターネット（IoT）コンポーネントで構成される組織の複雑なネットワークをナビゲートできる高効率のサービス管理ソリューションに対する需要の高まりが、市場成長にプラスの影響を与えています。また、クラウドITSMは適応性と拡大性に優れており、課題や機会に迅速に対応できることから、クラウドITSMの普及が市場の成長を促進すると予測されています。また、クラウドITSMの一元化により、リソースの一元管理が容易になり、管理業務が簡素化され、非効率やエラーのリスクが低減されるため、市場成長に有益な成長機会がもたらされます。

ビジネスの効率化と俊敏なITサービスへの注目の高まり

市場の変化への迅速な対応へのニーズの高まりと、リソースの最適化への重点の高まりが、市場の成長を後押ししています。さらに、クラウドITSMサービスは、組織が独自の要件に基づいてカスタマイズできるモジュール式で適応性の高いフレームワークを提供するため、需要が拡大しており、市場成長にプラスの影響を与えています。これに伴い、効果的なリソースの割り当てを容易にし、反復的なタスクを自動化し、システムパフォーマンスに関するリアルタイム洞察を提供し、組織が情報に基づいた意思決定を行うことを可能にするサービスアプリケーションの台頭が、市場の成長を後押ししています。さらに、クラウドITSMがDevOpsイニシアチブをサポートするようになり、開発チームと運用チームの距離を縮めてプロセスを合理化し、新製品や新機能の市場投入までの時間を短縮できるようになったことも、市場の成長を後押ししています。また、クラウドITSMサービスを導入することで、企業は市場の変化や機会に迅速に対応できるようになり、ビジネス効率がさらに向上します。

リモートワークの普及

リモートワークへのシフトの高まりは、データセキュリティの確保や企業アプリケーションへのアクセスの提供など、IT部門に独自の課題をもたらしており、市場成長を促進する主要要因となっています。これに伴い、クラウドITSMソリューションの採用が拡大しています。クラウドITSMソリューションは、分散した従業員を効率的に管理するために必要な柔軟性と拡大性を提供するため、市場の成長を刺激しています。さらに、多くのクラウドITSMプラットフォームに固有のセキュリティ・プロトコルが強化され、複数の拠点からアクセスしても機密データを保護できるようになったことも、成長を促進する要因となっています。これに加え、ネットワーク・パフォーマンスをリアルタイムで監視し、問題の迅速な特定と解決を可能にする機能を備えたクラウドITSMシステムの採用が増加していることも、市場の成長を高める大きな要因となっています。さらに、リモートワークの増加により、高水準のパフォーマンスとセキュリティを維持しながら、分散した労働力を管理するクラウドITSMソリューションの重要性が強調されており、市場成長に有益な機会を提供しています。

本レポートで扱う主要質問

  • 世界のクラウドITSM市場はこれまでどのように推移してきたか？
  • 世界のクラウドITSM市場における促進要因、抑制要因、機会は何か？
  • 各駆動要因、抑制要因、機会が世界のクラウドITSM市場に与える影響は？
  • 主要地域市場とは？
  • 最も魅力的なクラウドITSM市場はどの国か？
  • コンポーネント別の市場内訳は？
  • クラウドITSM市場で最も魅力的なコンポーネントはどれですか？
  • エンドユーザー別の市場内訳は？
  • クラウドITSM市場で最も魅力的なエンドユーザーは？
  • 市場の業界別区分は？
  • クラウドITSM市場で最も魅力的な業界は？
  • 世界のクラウドITSM市場の競合構造は？
  • 世界のクラウドITSM市場における主要参入企業は？

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査の目的
  • ステークホルダー
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要業界動向

第5章 世界のクラウドITSM市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 市場内訳：コンポーネント別

  • ソリューション
    • 市場動向
    • 主要タイプ
      • 運用とパフォーマンス管理
      • サービスポートフォリオ管理
      • サービスデスクソフトウェア
      • ダッシュボードレポートと分析
      • 構成と変更管理
    • 市場予測
  • サービス
    • 市場動向
    • 主要タイプ
      • プロフェッショナルサービス
      • マネージドサービス
    • 市場予測

第7章 市場内訳：エンドユーザー別

  • 大企業
  • 中小企業

第8章 市場内訳：業界別

  • BFSI
  • IT・通信
  • 医療
  • 製造
  • 小売
  • 教育
  • その他

第9章 市場内訳：地域別

  • 北米
    • 米国
    • カナダ
  • アジア太平洋
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
    • インドネシア
    • その他
  • 欧州
    • ドイツ
    • フランス
    • 英国
    • イタリア
    • スペイン
    • ロシア
    • その他
  • ラテンアメリカ
    • ブラジル
    • メキシコ
    • その他
  • 中東・アフリカ
    • 市場動向
    • 市場内訳：国別
    • 市場予測

第10章 SWOT分析

  • 概要
  • 強み
  • 弱み
  • 機会
  • 脅威

第11章 バリューチェーン分析

第12章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の程度
  • 新規参入業者の脅威
  • 代替品の脅威

第13章 価格分析

第14章 競合情勢

  • 市場構造
  • 主要企業
  • 主要企業のプロファイル
    • 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.
図表

List of Figures

  • Figure 1: Global: Cloud ITSM Market: Major Drivers and Challenges
  • Figure 2: Global: Cloud ITSM Market: Sales Value (in Billion US$), 2018-2023
  • Figure 3: Global: Cloud ITSM Market: Breakup by Component (in %), 2023
  • Figure 4: Global: Cloud ITSM Market: Breakup by End User (in %), 2023
  • Figure 5: Global: Cloud ITSM Market: Breakup by Vertical (in %), 2023
  • Figure 6: Global: Cloud ITSM Market: Breakup by Region (in %), 2023
  • Figure 7: Global: Cloud ITSM Market Forecast: Sales Value (in Billion US$), 2024-2032
  • Figure 8: Global: Cloud ITSM (Solutions) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 9: Global: Cloud ITSM (Solutions) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 10: Global: Cloud ITSM (Services) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 11: Global: Cloud ITSM (Services) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 12: Global: Cloud ITSM (Large Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 13: Global: Cloud ITSM (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 14: Global: Cloud ITSM (Small and Medium Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 15: Global: Cloud ITSM (Small and Medium Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 16: Global: Cloud ITSM (BFSI) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 17: Global: Cloud ITSM (BFSI) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 18: Global: Cloud ITSM (IT and Telecommunication) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 19: Global: Cloud ITSM (IT and Telecommunication) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 20: Global: Cloud ITSM (Healthcare) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 21: Global: Cloud ITSM (Healthcare) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 22: Global: Cloud ITSM (Manufacturing) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 23: Global: Cloud ITSM (Manufacturing) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 24: Global: Cloud ITSM (Retail) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 25: Global: Cloud ITSM (Retail) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 26: Global: Cloud ITSM (Education) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 27: Global: Cloud ITSM (Education) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 28: Global: Cloud ITSM (Other Verticals) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 29: Global: Cloud ITSM (Other Verticals) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 30: North America: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 31: North America: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 32: United States: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 33: United States: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 34: Canada: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 35: Canada: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 36: Asia Pacific: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 37: Asia Pacific: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 38: China: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 39: China: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 40: Japan: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 41: Japan: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 42: India: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 43: India: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 44: South Korea: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 45: South Korea: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 46: Australia: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 47: Australia: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 48: Indonesia: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 49: Indonesia: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 50: Others: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 51: Others: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 52: Europe: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 53: Europe: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 54: Germany: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 55: Germany: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 56: France: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 57: France: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 58: United Kingdom: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 59: United Kingdom: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 60: Italy: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 61: Italy: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 62: Spain: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 63: Spain: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 64: Russia: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 65: Russia: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 66: Others: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 67: Others: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 68: Latin America: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 69: Latin America: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 70: Brazil: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 71: Brazil: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 72: Mexico: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 73: Mexico: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 74: Others: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 75: Others: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 76: Middle East and Africa: Cloud ITSM Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 77: Middle East and Africa: Cloud ITSM Market Breakup by Country (in %), 2023
  • Figure 78: Middle East and Africa: Cloud ITSM Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 79: Global: Cloud ITSM Industry: SWOT Analysis
  • Figure 80: Global: Cloud ITSM Industry: Value Chain Analysis
  • Figure 81: Global: Cloud ITSM Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Cloud ITSM Market: Key Industry Highlights, 2023 and 2032
  • Table 2: Global: Cloud ITSM Market Forecast: Breakup by Component (in Million US$), 2024-2032
  • Table 3: Global: Cloud ITSM Market Forecast: Breakup by End User (in Million US$), 2024-2032
  • Table 4: Global: Cloud ITSM Market Forecast: Breakup by Vertical (in Million US$), 2024-2032
  • Table 5: Global: Cloud ITSM Market Forecast: Breakup by Region (in Million US$), 2024-2032
  • Table 6: Global: Cloud ITSM Market Structure
  • Table 7: Global: Cloud ITSM Market: Key Players
目次
Product Code: SR112024A2329

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.

Cloud ITSM Market Trends/Drivers:

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.

Key Market Segmentation:

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.

Breakup by Component:

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.

Breakup by End User:

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.

Breakup by Vertical:

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).

Breakup by Region:

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.

Competitive Landscape:

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.

The market research report has provided a comprehensive analysis of the competitive landscape. Detailed profiles of all major companies have also been provided. Some of the key players in the market include:

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.)

Recent Developments:

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.

Key Questions Answered in This Report:

  • How has the global cloud ITSM market performed so far, and how will it perform in the coming years?
  • What are the drivers, restraints, and opportunities in the global cloud ITSM market?
  • What is the impact of each driver, restraint, and opportunity on the global cloud ITSM market?
  • What are the key regional markets?
  • Which countries represent the most attractive cloud ITSM market?
  • What is the breakup of the market based on the component?
  • Which is the most attractive component in the cloud ITSM market?
  • What is the breakup of the market based on the end user?
  • Which is the most attractive end user in the cloud ITSM market?
  • What is the breakup of the market based on the vertical?
  • Which is the most attractive vertical in the cloud ITSM market?
  • What is the competitive structure of the global cloud ITSM market?
  • Who are the key players/companies in the global cloud ITSM market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Cloud ITSM Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Solutions
    • 6.1.1 Market Trends
    • 6.1.2 Major Types
      • 6.1.2.1 Operation and Performance Management
      • 6.1.2.2 Service Portfolio Management
      • 6.1.2.3 Service Desk Software
      • 6.1.2.4 Dashboard Reporting and Analytics
      • 6.1.2.5 Configuration and Change Management
    • 6.1.3 Market Forecast
  • 6.2 Services
    • 6.2.1 Market Trends
    • 6.2.2 Major Types
      • 6.2.2.1 Professional Services
      • 6.2.2.2 Managed Services
    • 6.2.3 Market Forecast

7 Market Breakup by End User

  • 7.1 Large Enterprises
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Small and Medium Enterprises
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast

8 Market Breakup by Vertical

  • 8.1 BFSI
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 IT and Telecommunication
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast
  • 8.3 Healthcare
    • 8.3.1 Market Trends
    • 8.3.2 Market Forecast
  • 8.4 Manufacturing
    • 8.4.1 Market Trends
    • 8.4.2 Market Forecast
  • 8.5 Retail
    • 8.5.1 Market Trends
    • 8.5.2 Market Forecast
  • 8.6 Education
    • 8.6.1 Market Trends
    • 8.6.2 Market Forecast
  • 8.7 Others
    • 8.7.1 Market Trends
    • 8.7.2 Market Forecast

9 Market Breakup by Region

  • 9.1 North America
    • 9.1.1 United States
      • 9.1.1.1 Market Trends
      • 9.1.1.2 Market Forecast
    • 9.1.2 Canada
      • 9.1.2.1 Market Trends
      • 9.1.2.2 Market Forecast
  • 9.2 Asia Pacific
    • 9.2.1 China
      • 9.2.1.1 Market Trends
      • 9.2.1.2 Market Forecast
    • 9.2.2 Japan
      • 9.2.2.1 Market Trends
      • 9.2.2.2 Market Forecast
    • 9.2.3 India
      • 9.2.3.1 Market Trends
      • 9.2.3.2 Market Forecast
    • 9.2.4 South Korea
      • 9.2.4.1 Market Trends
      • 9.2.4.2 Market Forecast
    • 9.2.5 Australia
      • 9.2.5.1 Market Trends
      • 9.2.5.2 Market Forecast
    • 9.2.6 Indonesia
      • 9.2.6.1 Market Trends
      • 9.2.6.2 Market Forecast
    • 9.2.7 Others
      • 9.2.7.1 Market Trends
      • 9.2.7.2 Market Forecast
  • 9.3 Europe
    • 9.3.1 Germany
      • 9.3.1.1 Market Trends
      • 9.3.1.2 Market Forecast
    • 9.3.2 France
      • 9.3.2.1 Market Trends
      • 9.3.2.2 Market Forecast
    • 9.3.3 United Kingdom
      • 9.3.3.1 Market Trends
      • 9.3.3.2 Market Forecast
    • 9.3.4 Italy
      • 9.3.4.1 Market Trends
      • 9.3.4.2 Market Forecast
    • 9.3.5 Spain
      • 9.3.5.1 Market Trends
      • 9.3.5.2 Market Forecast
    • 9.3.6 Russia
      • 9.3.6.1 Market Trends
      • 9.3.6.2 Market Forecast
    • 9.3.7 Others
      • 9.3.7.1 Market Trends
      • 9.3.7.2 Market Forecast
  • 9.4 Latin America
    • 9.4.1 Brazil
      • 9.4.1.1 Market Trends
      • 9.4.1.2 Market Forecast
    • 9.4.2 Mexico
      • 9.4.2.1 Market Trends
      • 9.4.2.2 Market Forecast
    • 9.4.3 Others
      • 9.4.3.1 Market Trends
      • 9.4.3.2 Market Forecast
  • 9.5 Middle East and Africa
    • 9.5.1 Market Trends
    • 9.5.2 Market Breakup by Country
    • 9.5.3 Market Forecast

10 SWOT Analysis

  • 10.1 Overview
  • 10.2 Strengths
  • 10.3 Weaknesses
  • 10.4 Opportunities
  • 10.5 Threats

11 Value Chain Analysis

12 Porters Five Forces Analysis

  • 12.1 Overview
  • 12.2 Bargaining Power of Buyers
  • 12.3 Bargaining Power of Suppliers
  • 12.4 Degree of Competition
  • 12.5 Threat of New Entrants
  • 12.6 Threat of Substitutes

13 Price Analysis

14 Competitive Landscape

  • 14.1 Market Structure
  • 14.2 Key Players
  • 14.3 Profiles of Key Players
    • 14.3.1 Axios Systems
      • 14.3.1.1 Company Overview
      • 14.3.1.2 Product Portfolio
      • 14.3.1.3 Financials
    • 14.3.2 BMC Software Inc.
      • 14.3.2.1 Company Overview
      • 14.3.2.2 Product Portfolio
      • 14.3.2.3 SWOT Analysis
    • 14.3.3 CA Technologies (Broadcom Inc.)
      • 14.3.3.1 Company Overview
      • 14.3.3.2 Product Portfolio
      • 14.3.3.3 Financials
      • 14.3.3.4 SWOT Analysis
    • 14.3.4 Cherwell Software LLC
      • 14.3.4.1 Company Overview
      • 14.3.4.2 Product Portfolio
    • 14.3.5 Citrix Systems Inc.
      • 14.3.5.1 Company Overview
      • 14.3.5.2 Product Portfolio
      • 14.3.5.3 Financials
      • 14.3.5.4 SWOT Analysis
    • 14.3.6 Hewlett Packard Enterprise
      • 14.3.6.1 Company Overview
      • 14.3.6.2 Product Portfolio
      • 14.3.6.3 Financials
      • 14.3.6.4 SWOT Analysis
    • 14.3.7 International Business Machines Corporation (IBM)
      • 14.3.7.1 Company Overview
      • 14.3.7.2 Product Portfolio
      • 14.3.7.3 Financials
      • 14.3.7.4 SWOT Analysis
    • 14.3.8 Micro Focus International Plc
      • 14.3.8.1 Company Overview
      • 14.3.8.2 Product Portfolio
      • 14.3.8.3 Financials
    • 14.3.9 Microsoft Corporation
      • 14.3.9.1 Company Overview
      • 14.3.9.2 Product Portfolio
      • 14.3.9.3 Financials
      • 14.3.9.4 SWOT Analysis
    • 14.3.10 Oracle Corporation
      • 14.3.10.1 Company Overview
      • 14.3.10.2 Product Portfolio
      • 14.3.10.3 Financials
      • 14.3.10.4 SWOT Analysis
    • 14.3.11 ServiceNow
      • 14.3.11.1 Company Overview
      • 14.3.11.2 Product Portfolio
      • 14.3.11.3 Financials
      • 14.3.11.4 SWOT Analysis
    • 14.3.12 SysAid Technologies Ltd.
      • 14.3.12.1 Company Overview
      • 14.3.12.2 Product Portfolio