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クラウドITSMの市場規模、シェア、動向、予測：コンポーネント、エンドユーザー、産業別、地域別、2025～2033年

Cloud ITSM Market Size, Share, Trends and Forecast by Component, End User, Vertical, and Region, 2025-2033

出版日
発行
IMARC
ページ情報
英文 122 Pages
納期
2～3営業日
カスタマイズ可能
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=149.47円
クラウドITSMの市場規模、シェア、動向、予測：コンポーネント、エンドユーザー、産業別、地域別、2025～2033年
出版日: 2025年08月01日
発行: IMARC
ページ情報: 英文 122 Pages
納期: 2～3営業日
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  • 概要
  • 図表
  • 目次
概要

クラウドITSMの世界市場規模は2024年に102億米ドルとなりました。今後、IMARC Groupは、同市場が2033年までに395億米ドルに達し、2025～2033年にかけて16.24%のCAGRを示すと予測しています。現在、北米が市場を独占しており、2024年の市場シェアは42.1%です。同市場は、クラウドコンピューティング導入の増加、リモートITサポートへのニーズの高まり、低コストで拡大性の高いソリューションへの需要によって活性化しています。組織は、より良いサービス提供、迅速なインシデント解決、より良いユーザーエクスペリエンスを求めており、これが需要を促進しています。さらに、デジタルトランスフォーメーションへの取り組み、情報技術（IT）インフラの複雑化、コンプライアンス要件が採用を後押ししています。自動化、人工知能（AI）の統合、セルフサービス機能がクラウドITSMのシェアをさらに押し上げ、ほとんどの産業で現代のIT運用に欠かせないものとなっています。

クラウドITSMセグメントへの重要な貢献は、業種を問わずデジタルトランスフォーメーションの利用が拡大していることです。効率性、俊敏性、顧客体験の向上を目的としたデジタルプラットフォームへの移行が進む中、企業は拡大性と適応性を備えた俊敏なITサービス管理ソリューションを必要としています。クラウドITSMは、企業がワークフローを自動化し、オペレーションを合理化し、リモートチームを容易に促進することを可能にします。インフラのコストを削減し、柔軟性を高めるため、流動的なデジタル情勢に最適です。また、このような変化には、インシデント処理の強化、サービスの迅速な提供、コンプライアンスモニタリング機能が必要であり、クラウドベースITSMソリューションは、急速に変化するIT環境で提供するのに適しています。

米国は、その強固な技術基盤とデジタルトランスフォーメーションが広く受け入れられていることから、80.00%のシェアでクラウドITSM市場をリードしています。同国の企業は、リモートワークの円滑化、業務効率の向上、サービス提供の拡大を目的に、クラウドベースITサービス管理ソリューションの採用を増やしています。自動化、AIの統合、俊敏なITインフラに対する需要が成長の原動力となっています。米国を拠点とする企業は、競合を維持するためにイノベーションに多額の資金を投入しており、ITオペレーションの簡素化だけでなく、ユーザーエクスペリエンスの向上を重視しています。このような状況から、米国は多くのセグメントで革新的なクラウドITSMの開発と実装の中心地となっています。

クラウドITSMの市場動向

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。例えば、IoT産業は2015年の150億台以上のデバイスから、2025年には750億台以上のデバイスに成長すると予測されています。また、クラウドITSMは適応性と拡大性に優れているため、課題や機会に迅速に対応することが可能であり、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となり、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提供されます。

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に対するニーズの高まりと、リソースの最適化が重視されるようになったことが、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型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。また、効率的なリソース割り当て、反復タスクの自動化、システムパフォーマンスに関するリアルタイム洞察など、十分な情報に基づいた意思決定を可能にするサービス用途の増加が、市場の成長を後押ししています。さらに、クラウドITSMによるDevOpsイニシアチブへの支援の高まりは、開発チームと運用チームの距離を縮めることで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することを目的としており、開発の起爆剤となっています。また、クラウドITSMサービスを取り入れることで、企業は市場の変化や成長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するため、クラウドITSM市場の成長を促進しています。

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因となっています。Forbes Magazineによると、2024年時点でインドのフルタイム従業員の12.7％が在宅勤務をし、28.2％がハイブリッドモデルで働いています。これに伴い、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クラウドITSMソリューションの採用が拡大しており、市場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内在するセキュリティプロトコルの高まりは、複数の拠点からアクセスされる場合でも、組織の機密データを保護するのに役立ち、成長を促進する要因として作用しています。また、ネットワークパフォーマンスをリアルタイムでモニタリングし、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、市場の成長を促進す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、高いレベル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、クラウドITSM市場展望に有益な機会を提供しています。

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

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
    • 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
  • サービス
    • 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

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：産業別

  • BFSI
  • IT・通信
  • ヘルスケア
  • 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

第10章 SWOT分析

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

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 USD), 2019-2024
  • Figure 3: Global: Cloud ITSM Market: Breakup by Component (in %), 2024
  • Figure 4: Global: Cloud ITSM Market: Breakup by End User (in %), 2024
  • Figure 5: Global: Cloud ITSM Market: Breakup by Vertical (in %), 2024
  • Figure 6: Global: Cloud ITSM Market: Breakup by Region (in %), 2024
  • Figure 7: Global: Cloud ITSM Market Forecast: Sales Value (in Billion USD), 2025-2033
  • Figure 8: Global: Cloud ITSM (Solutions) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 9: Global: Cloud ITSM (Solutions) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 10: Global: Cloud ITSM (Services) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 11: Global: Cloud ITSM (Services) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 12: Global: Cloud ITSM (Large Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 13: Global: Cloud ITSM (Large Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 14: Global: Cloud ITSM (Small and Medium Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 15: Global: Cloud ITSM (Small and Medium Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 16: Global: Cloud ITSM (BFSI) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 17: Global: Cloud ITSM (BFSI) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 18: Global: Cloud ITSM (IT and Telecommunication) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 19: Global: Cloud ITSM (IT and Telecommunication) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 20: Global: Cloud ITSM (Healthcare) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 21: Global: Cloud ITSM (Healthcare) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 22: Global: Cloud ITSM (Manufacturing) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 23: Global: Cloud ITSM (Manufacturing) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 24: Global: Cloud ITSM (Retail) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 25: Global: Cloud ITSM (Retail) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 26: Global: Cloud ITSM (Education) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 27: Global: Cloud ITSM (Education) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 28: Global: Cloud ITSM (Other Verticals) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 29: Global: Cloud ITSM (Other Verticals) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 30: North America: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 31: North America: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 32: United States: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 33: United States: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 34: Canada: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 35: Canada: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 36: Asia Pacific: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 37: Asia Pacific: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 38: China: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 39: China: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 40: Japan: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 41: Japan: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 42: India: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 43: India: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 44: South Korea: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 45: South Korea: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 46: Australia: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 47: Australia: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 48: Indonesia: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 49: Indonesia: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 50: Others: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 51: Others: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 52: Europe: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 53: Europe: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 54: Germany: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 55: Germany: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 56: France: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 57: France: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 58: United Kingdom: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 59: United Kingdom: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 60: Italy: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 61: Italy: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 62: Spain: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 63: Spain: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 64: Russia: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 65: Russia: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 66: Others: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 67: Others: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 68: Latin America: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 69: Latin America: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 70: Brazil: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 71: Brazil: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 72: Mexico: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 73: Mexico: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 74: Others: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 75: Others: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 76: Middle East and Africa: Cloud ITSM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 77: Middle East and Africa: Cloud ITSM Market Breakup by Country (in %), 2024
  • Figure 78: Middle East and Africa: Cloud ITSM Market Forecast: Sales Value (in Million USD), 2025-2033
  • 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, 2024 and 2033
  • Table 2: Global: Cloud ITSM Market Forecast: Breakup by Component (in Million USD), 2025-2033
  • Table 3: Global: Cloud ITSM Market Forecast: Breakup by End User (in Million USD), 2025-2033
  • Table 4: Global: Cloud ITSM Market Forecast: Breakup by Vertical (in Million USD), 2025-2033
  • Table 5: Global: Cloud ITSM Market Forecast: Breakup by Region (in Million USD), 2025-2033
  • Table 6: Global: Cloud ITSM Market Structure
  • Table 7: Global: Cloud ITSM Market: Key Players
目次
Product Code: SR112025A2329

The global cloud ITSM market size was valued at USD 10.2 Billion in 2024. Looking forward, IMARC Group estimates the market to reach USD 39.5 Billion by 2033, exhibiting a CAGR of 16.24% from 2025-2033. North America currently dominates the market, holding a market share of 42.1% in 2024. The market is fueled by increasing cloud computing adoption, increasing needs for remote IT support, and demands for low-cost, scalable solutions. Organizations require better service delivery, quicker incident resolution, and better user experience, driving demand. Moreover, digital transformation efforts, growing information technology (IT) infrastructure complexity, and compliance requirements propel adoption. Automation, artificial intelligence (AI) integration, and self-service capabilities further driving cloud ITSM share, making it critical for contemporary IT operations in most industries.

A key contributor to the cloud ITSM space is the expanding use of digital transformation across verticals. With organizations moving toward digital platforms for enhancing efficiency, agility, and customer experience, they need agile IT service management solutions that are scalable and adaptive in nature. Cloud ITSM allows businesses to automate workflows, streamline operations, and easily facilitate remote teams. It lowers infrastructure expense and increases flexibility, which makes it best suited for fluid digital landscapes. This change also requires enhanced incident handling, quicker delivery of services, and compliance monitoring features that cloud-based ITSM solutions are well-positioned to deliver in a quickly changing IT environment.

The U.S. leads the cloud ITSM market with a share of 80.00% as a result of its robust technology base and widespread acceptance of digital transformation. Companies in the country are more and more adopting cloud-based IT service management solutions to facilitate remote work, enhance operational effectiveness, and increase service delivery. Growth is being driven by demand for automation, AI integration, and agile IT infrastructure. U.S.-based organizations are committing large amounts of money to innovation to remain competitive, emphasizing enhanced user experience as well as simplifying IT operations. Such an atmosphere renders the U.S. a center for innovative cloud ITSM development and implementation in numerous sectors.

Cloud ITSM Market Trends:

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. For instance, the IoT industry is forecasted to grow from over 15 billion devices in 2015 to more than 75 billion devices by 2025. 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.

Rising 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 cloud ITSM 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. According to Forbes, as of 2024, 12.7% of full-time employees in India worked from home, while 28.2% worked in a hybrid model. 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 in the cloud ITSM market outlook.

Cloud ITSM Industry Segmentation:

Analysis 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

Based on the cloud ITSM market forecast, solutions have the largest share of 73.2% due to growing need for centralized platforms that simplify IT processes, automate processes, and improve service quality. Organizations want holistic solutions that provide incident, problem, change, and asset management in one console to eliminate complexity and enhance efficiency. Growing demand for real-time visibility, accelerated issue resolution, and enhanced user experience drives adoption. Cloud-based ITSM solutions are also simpler to implement, scale, and update, which makes them suitable for large organizations as well as small but expanding companies. With digital transformation speeding up, businesses look for strong end-to-end ITSM solutions that fit their changing infrastructure and compliance requirements, making solutions the central offering in the growing market.

Analysis by End User:

  • Large Enterprises
  • Small and Medium Enterprises

Large enterprises have the most market share of 60.2% in the cloud ITSM space because of their sophisticated IT infrastructure, higher operational needs, and growing need for unified service management solutions. Such organizations tend to operate in different regions and departments, necessitating scalable and centralized ITSM platforms for effective service management. In order to maintain productivity and compliance, cloud-based ITSM enables them to automate workflows, optimize procedures, and offer insight into IT operations. Large enterprises also have the kind of financial resources needed to invest in sophisticated technology like AI, machine learning (ML), and analytics, further propelling adoption. They are prominent users of cloud ITSM solutions to boost company agility and innovation because of their focus on digital transformation, risk management, and continuous service improvement.

Analysis by Vertical:

  • BFSI
  • IT and Telecommunication
  • Healthcare
  • Manufacturing
  • Retail
  • Education
  • Others

The IT and Communication industry leads the Cloud ITSM market with a share of 24.7% due to its continuous requirement for efficient, scalable, and responsive service management solutions. Being one of the most technologically savvy industries, it is dependent on efficient IT operations to handle intricate networks, data systems, and customer service platforms. The industry is under constant pressure to stay innovative and high on service uptime, which results in increased use of cloud-based ITSM to resolve incidents faster, automate tasks, and get real-time insights. The further acceleration of digital services, remote communication solutions, and cloud infrastructure also fuels demand. As dependence on online platforms increases and customers' expectations heighten, Communication and IT companies are at the forefront in the use of innovative Cloud ITSM solutions to upgrade business operations and service excellence.

Regional Analysis:

  • 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 is the largest market for Cloud ITSM with a total share of 42.1% due to its sophisticated technological backbone, high cloud penetration, and established presence of key IT service providers. Enterprises in the region are also first movers in adopting digital transformation policies, with a focus on automation, AI, and remote workforce enablement. Increasing requirements for effective IT operations, quick incident response, and enhanced user experience have escalated demand for cloud-based ITSM solutions. Furthermore, tight regulatory compliance regulations and growing concerns related to cybersecurity even more escalate the demand for high-performing and scalable ITSM platforms. Involvement in innovation under the backing of mature IT infrastructure and trained employees keeps North America on the cusp of leading the development and adoption of cloud-based ITSM in industries ranging from healthcare, finance, to manufacturing.

Key Regional Takeaways:

United States Cloud ITSM Market Analysis

The United States is witnessing increased cloud ITSM adoption due to the rising adoption of cloud across various industries. According to reports, cloud adoption is widespread, as 98% of U.S. organizations use cloud technology, 60% store sensitive banking data in the cloud, and 73% prefer hybrid cloud models for scalability and security. Organizations are shifting from traditional ITSM solutions to agile, scalable, cloud-based platforms to support dynamic business environments. Cloud integration is becoming a priority for enhancing service delivery, operational efficiency, and agility. As cloud computing becomes mainstream, cloud ITSM is evolving as a necessary solution to manage complex IT infrastructures. This transformation is reshaping service management frameworks, enabling organizations to streamline workflows, automate processes, and meet compliance requirements effectively. The demand for responsive and resilient service management tools is rising as enterprises scale their cloud environments. This push toward modern IT service ecosystems reflects a broader strategy focused on optimizing IT resources while maintaining service reliability and flexibility in real-time operations.

Asia Pacific Cloud ITSM Market Analysis

Asia-Pacific is experiencing a surge in cloud ITSM adoption driven by the rapid growth of small and medium enterprises. According to a report, the Indian MSME sector is projected to grow to USD 1 Trillion by 2028. The number of MSMEs in the country is expected to grow from 6.3 crore to around 7.5 crore over the coming years, growing at a projected CAGR of 2.5%. These organizations are increasingly recognizing the cost-efficiency, flexibility, and scalability of cloud-based IT service management tools. As SMEs digitize operations and expand their IT footprints, cloud ITSM platforms offer centralized control and faster response times to service requests and incidents. With competitive pressures and evolving customer expectations, SMEs are prioritizing solutions that enhance IT governance and service delivery without substantial upfront infrastructure investments. Cloud ITSM also supports remote administration, ideal for distributed and growing teams. As SME-driven economies modernize, the reliance on streamlined IT operations intensifies, accelerating the integration of cloud-based ITSM tools. This trend continues to shape the region's digital transformation strategies across industries.

Europe Cloud ITSM Market Analysis

Europe is witnessing cloud ITSM adoption accelerating due to rising remote working environments, emphasizing the need for scalable, cloud-based solutions that can manage a distributed workforce. For instance, in 2024, 12.3% of the EU workforce in the tech sector is working remotely. As remote work becomes embedded in operational models, organizations demand flexible IT service management capable of supporting geographically dispersed employees. Cloud ITSM enables consistent service delivery, incident tracking, and system monitoring across remote locations, ensuring business continuity. These solutions also provide real-time insights and automation, improving efficiency and reducing service disruptions. Scalability remains critical, allowing companies to adjust resources in response to changing workforce dynamics. With hybrid workforces now the norm, cloud-based ITSM tools are essential for maintaining performance standards and user satisfaction. Organizations in the region increasingly prioritize solutions that integrate with existing cloud infrastructures to support long-term workforce decentralization strategies.

Latin America Cloud ITSM Market Analysis

Latin America is embracing cloud ITSM as the IT sector and services continue to grow across the region. Expanding IT infrastructures are pushing organizations to adopt efficient service management frameworks that can scale with increasing demand. According to Statista, the IT services market in Brazil is expected to witness a significant increase in revenue, reaching an estimated value of USD 23.67 Billion by 2025. Cloud ITSM tools offer improved agility, streamlined workflows, and real-time service monitoring, aligning with the region's digitalization goals. The rising dependence on IT-driven business models necessitates solutions that support service delivery excellence and performance optimization in dynamic environments.

Middle East and Africa Cloud ITSM Market Analysis

The Middle East and Africa are experiencing increased adoption of cloud ITSM due to growing investment in ICT. Organizations are allocating resources to digital transformation initiatives that require robust service management platforms. For instance, Dubai has the largest data center ecosystem in the UAE, with 18 colocation data centers, 237 cloud service providers, and 18 network fabric providers. Cloud ITSM enables centralized oversight, service automation, and scalability aligned with ICT development strategies. This momentum is driving regional interest in cloud-based ITSM as a foundational component of efficient, resilient, and future-ready digital infrastructure.

Competitive Landscape:

The market leaders in cloud ITSM are continuously innovating new capabilities and features for their cloud ITSM solutions, such as utilizing AI and ML algorithms for automated decision-making, predictive analysis, and improving user experience. In addition, the key players are engaging in strategic acquisitions and collaborations to expand their services and target new customers. Moreover, businesses are providing custom solutions that encompass specialized ITSM platforms for industries such as healthcare, manufacturing, and education. Furthermore, they are also offering custom modules that can be tailored as per the individual business needs. Apart from this, most businesses are also taking their businesses across the globe to leverage emerging markets, establishing local data centers that are in line with the regional compliance. Additionally, organizations are providing comprehensive training and support schemes that facilitate increased adoption rates as well as guarantee customers to reap maximum benefits from their investments.

The report provides a comprehensive analysis of the competitive landscape in the Cloud ITSM market with detailed profiles of all major companies, including:

  • 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.

Key Questions Answered in This Report

  • 1.How big is the cloud ITSM market?
  • 2.What is the future outlook of cloud ITSM market?
  • 3.What are the key factors driving the cloud ITSM market?
  • 4.Which region accounts for the largest cloud ITSM market share?
  • 5.Which are the leading 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