市场调查报告书
商品编码
1470494
IT 服务管理市场:按组件、按部署、按组织规模、按行业 - 2024-2030 年全球预测IT Service Management Market by Component (Services, Solutions), Deployment (On Premises, On-Cloud), Organization Size, Vertical - Global Forecast 2024-2030 |
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IT服务管理市场规模预计2023年为94.8亿美元,预计2024年将达到115.1亿美元,2030年将达到391.4亿美元,复合年增长率为22.44%。
资讯科技 (IT) 服务管理是指组织用来规划、设计、交付、营运和管理提供给客户的 IT 服务的策略方法、流程、策略和实践。 IT 服务管理着重于将 IT 资源与业务需求和目标相匹配,同时保持高品质的服务。 IT服务管理是指组织整个IT基础设施(包括硬体、软体、网路和应用程式)的端对端管理。向远端工作的转变和云端基础的服务的使用使组织能够简化业务并加速向数位工作场所的过渡,从而加速了对高效 IT 服务管理的需求。政府推动跨产业数位化的倡议正在促使企业优化其IT基础设施基础设施并实施创新解决方案。透过采用 DevOps 和敏捷实践,组织可以有效管理 IT 资源,同时加强开发和营运团队之间的协作,最终提高服务提供和客户满意度。然而,实施 ITSM 解决方案存在一定的挑战,例如与现有服务不相容以及对安全性和隐私侵犯的担忧,这阻碍了这些新技术在组织内无缝部署。市场参与者正在其 ITSM 解决方案中实施基于人工智慧的创新工具,为客户提供更有效的 IT 管理体验。此外,加速使用 ITSM 进行主动和预测性维护对于最终用户来说也是一个重要机会。
主要市场统计 | |
---|---|
基准年[2023] | 94.8亿美元 |
预测年份 [2024] | 115.1亿美元 |
预测年份 [2030] | 391.4亿美元 |
复合年增长率(%) | 22.44% |
组件:组织对託管服务的适应性
託管服务和专业服务等IT服务是IT服务管理的两个关键组成部分,旨在优化业务流程并确保技术的有效利用。託管服务涉及将某些 IT 功能(例如网路管理、网路安全和云端处理)外包给负责监控、管理和解决与这些功能相关的问题的第三方供应商。 IT 服务管理专业服务专注于为各种技术计划提供专家建议、指导和实施支援。这些服务包括计划管理、系统整合、业务分析、软体开发等。 IT 服务管理解决方案使 IT 公司能够就资源分配、倡议优先顺序和风险管理做出明智的决策。这些全面的软体解决方案使您能够有效地管理和优化 IT 资产的整个生命週期(从采购到处置)。仪表板报告和分析工具还可以透过视觉化不同的资料来源来做出明智的决策,并为 IT 服务管理专业人员提供有价值的见解。服务台解决方案旨在透过提供处理事件的集中平台来有效管理客户支援请求。服务台软体透过在组织内的最终使用者和服务供应商之间提供单点联繫来管理 IT 服务的交付。服务组合管理 (SPM) 是 IT 服务管理 (ITSM) 中的一个策略流程,专注于管理 IT 服务的整个生命週期:从概念到实施、维护和最终退休。这些尖端的软体解决方案透过支援明智的决策并支援资料主导的未来成长策略,在整个企业中培育持续改进和数位转型的文化。
部署:由于营运效率和成本效益,云端部署是首选。
在 IT 服务管理方面,企业选择正确的基础架构和应用程式部署模型非常重要,其中本地和云端是主要选择,每种模型都满足不同的组织需求。本地部署涉及使用伺服器和网路设备等内部资源在组织的设施内建置IT基础设施。此选项是优先考虑资料、安全性和系统配置管理的企业的首选。它特别适合具有严格合规性要求的高度监管行业,或投资于现有硬体或旧有系统的公司。优点包括安全措施可控性高和客製化功能,但初始投资和持续成本较高,可扩展性有限。云端上部署依赖第三方云端服务供应商来託管基础架构、应用程式和资料。这种方法提高了营运效率、降低了成本并简化了管理。非常适合寻求快速扩展而无需大量前期投资的公司,或内部 IT 资源有限的公司。优点包括降低初始成本、提高弹性以及内建灾害復原功能。然而,它也会引起资料安全问题和有限的客製化选项。本地部署以更高的成本提供了更多的安全控制,而云端部署更弹性且更具成本效益,但可能会带来安全问题。公司应在采用这两种模型之前评估其具体要求。
组织规模:倾向于采用云端基础的中小型企业
大型公司通常拥有复杂的 IT 环境,其中包含多层技术、系统和流程来支援业务活动。透过采用 ITSM,这些公司可以管理IT基础设施,同时确保业务效率。这些大公司经常实施COBIT(资讯及相关技术控制目标)和ITIL(资讯科技基础设施库)等综合架构来有效管理技术资源。相较之下,小型企业往往比大型企业拥有较不复杂但更灵活的 IT 结构。由于预算和资源有限,中小型企业越来越多地采用云端基础和软体即服务 (SaaS) 的 ITSM 解决方案,这些解决方案能够以可负担的成本满足其需求。大型和小型企业越来越多地采用 IT 服务管理,凸显了其在提高业务绩效和创造价值方面的重要性。
按行业:寻求高级安全可用性的银行、金融服务和保险业越来越多地采用
IT 服务管理 (ITSM) 在银行、金融服务和保险 (BFSI) 领域中发挥着至关重要的作用。这些产业需要严格的安全措施、法规遵循和高效的资料管理,因此 ITSM 解决方案非常适合。世界各地的政府机构需要强大的 ITSM 工具来有效管理公共服务基础设施和资料安全。资产管理、事件回应系统和 DevOps 等解决方案在简化政府机构内的流程方面越来越普及。医疗保健组织依靠 ITSM 解决方案安全地储存敏感的患者讯息,同时遵守 HIPAA(健康保险互通性和课责法案)等监管要求。在资讯科技(IT)产业,高效的服务交付对于业务成长至关重要,并满足不同领域不同规模公司的需求,例如软体开发和资料处理公司。这些帮助企业透过自动化主导的支援流程提高生产力。随着工业 4.0 的不断采用,製造商正在转向 ITSM 解决方案来优化供应链管理、库存追踪和设备维护。媒体产业依靠可靠的IT基础设施来创建、储存和分发内容。 ITSM 工具可协助组织高效管理大型计划,同时为世界各地的最终用户维持高品质标准。零售商越来越多地使用 ITSM 工具来管理电子商务平台、客户关係管理系统和供应链。该解决方案透过提供适合小型和大型企业的可扩展选项来专门满足这些要求,使全球零售环境中的数位转型过程更加顺畅。电讯需要先进的 ITSM 解决方案来监控网路效能、管理资产并确保在竞争激烈的市场环境中遵守法规。旅游和酒店业需要强大的 ITSM 解决方案,透过即时资料分析和处理功能改善客户体验,并在预订过程中根据个人偏好提供个人化优惠。产业公司在这一领域提供专业服务,饭店和航空公司可以透过整合软体系统连接不同部门,有效简化业务。
区域洞察
美洲的IT服务管理市场已经成熟,拥有完善的技术部门,并且对现代化技术基础设施的投资不断增加。随着该地区的企业越来越多地将应用程式迁移到云端基础的环境,他们正在优先考虑多重云端管理功能。这些公司专注于将人工智慧 (AI) 整合到其 ITSM 策略中,以进行预测分析驱动的决策并透过聊天机器人增强客户支援。美洲是全球主要公司的所在地,这些公司优先考虑强大的IT基础设施来支援业务,从而导致对先进 IT 服务管理解决方案的需求不断增加。亚太地区既有新兴经济体,也有已开发经济体,IT 成熟度各不相同。日本、韩国、新加坡和澳洲的公司正在大力投资技术采用和创新。
因此,对支援快速发展的数位生态系统的先进 IT 服务管理解决方案的需求不断增长。亚太市场中中小企业 (SME) 比例很高,这些企业往往缺乏管理 IT 服务的内部资源,这对 ITSM 解决方案的采用做出了巨大贡献。欧洲地区拥有许多大型组织,这些组织投入大量资源来维护复杂的 IT 系统,从而推动了对高端 IT 服务管理产品的强劲需求。欧洲公司正在优先考虑注重遵守某些严格的资料隐私法和一般资料保护规范 (GDPR) 的 ITSM 解决方案。欧洲 ITSM 供应商提供可客製化的解决方案,以确保遵守这些法规,同时保持业务效率。
FPNV定位矩阵
FPNV定位矩阵对于评估IT服务管理市场至关重要。我们检视与业务策略和产品满意度相关的关键指标,以对供应商进行全面评估。这种深入的分析使用户能够根据自己的要求做出明智的决策。根据评估,供应商被分为四个成功程度不同的像限。最前线 (F)、探路者 (P)、利基 (N) 和重要 (V)。
市场占有率分析
市场占有率分析是一个综合工具,可以对 IT 服务管理市场中供应商的现状进行深入而详细的研究。全面比较和分析供应商在整体收益、基本客群和其他关键指标方面的贡献,以便更好地了解公司的绩效及其在争夺市场占有率时面临的挑战。此外,该分析还提供了对该细分市场竞争特征的宝贵见解,包括在研究基准年观察到的累积、碎片化主导地位和合併特征等因素。详细程度的提高使供应商能够做出更明智的决策并制定有效的策略,以获得市场竞争优势。
1. 市场渗透率:提供有关主要企业所服务的市场的全面资讯。
2. 市场开拓:我们深入研究利润丰厚的新兴市场,并分析其在成熟细分市场的渗透率。
3. 市场多元化:包括新产品发布、开拓地区、最新发展和投资的详细资讯。
4. 竞争评估和情报:对主要企业的市场占有率、策略、产品、认证、监管状况、专利状况和製造能力进行全面评估。
5. 产品开发与创新:包括对未来技术、研发活动和突破性产品开发的智力见解。
1.IT服务管理市场的市场规模与预测为何?
2.在IT服务管理市场的预测期内,我们应该考虑投资哪些产品和应用?
3.IT服务管理市场的技术趋势和法规结构是什么?
4.IT服务管理市场主要厂商的市场占有率为何?
5.进入IT服务管理市场合适的模式和策略手段是什么?
[189 Pages Report] The IT Service Management Market size was estimated at USD 9.48 billion in 2023 and expected to reach USD 11.51 billion in 2024, at a CAGR 22.44% to reach USD 39.14 billion by 2030.
Information technology (IT) service management refers to the strategic approach, processes, policies, and practices employed by an organization to plan, design, deliver, operate, and control IT services offered to its customers. It primarily focuses on aligning IT resources with business needs and objectives while maintaining a high level of service quality. IT service management encompasses end-to-end management of the entire IT infrastructure of the organization, including hardware, software, networks, and applications. The shift to remote working and the use of cloud-based services enable organizations to streamline operations and facilitate the transition to digital workplaces, accelerating the need for efficient IT service management. Government initiatives promoting digitalization across industries have encouraged businesses to optimize their IT infrastructure and embrace innovative solutions. Adopting DevOps and Agile practices has allowed organizations to effectively manage their IT resources while fostering collaboration among development and operations teams, ultimately improving service delivery and customer satisfaction. However, certain challenges exist in implementing ITSM solutions, such as incompatibility with existing services or concerns associated with security or privacy breaches, which hinder the seamless deployment of these new technologies within an organization. Market players are introducing innovative AI-based tools with their ITSM solutions to offer customers a more effective IT management experience. Moreover, the accelerating use of ITSM for proactive and predictive maintenance presents another vital opportunity for end-users.
KEY MARKET STATISTICS | |
---|---|
Base Year [2023] | USD 9.48 billion |
Estimated Year [2024] | USD 11.51 billion |
Forecast Year [2030] | USD 39.14 billion |
CAGR (%) | 22.44% |
Component: Adaptability towards managed services by organizations
IT services, such as managed services and professional services, are two key components of IT service management that aim to optimize business processes and ensure the effective use of technology. Managed services involve outsourcing specific IT functions, such as network management, cybersecurity, or cloud computing, to a third-party provider responsible for monitoring, managing, and resolving issues related to these functions. Professional services in IT service management focus on providing expert advice, guidance, and implementation support for various technology initiatives. These services may include project management, system integration, business analysis, and software development. IT service management solutions enable IT companies to make informed decisions on allocating resources, prioritizing initiatives, and managing risks. These comprehensive software solutions empower businesses to effectively manage and optimize their IT assets throughout their life cycle, from procurement to retirement. Configuration & change management solutions are crucial in maintaining control and minimizing disruptions, while dashboard reporting & analytics tools provide valuable insights to IT service management professionals by consolidating diverse data sources into visualizations that enable informed decision-making. Service Desk Solutions are designed to manage customer support requests effectively by providing a centralized platform for handling incidents. Service Desk Software manages IT service delivery by offering a single point of contact between end-users and service providers in an organization. Service Portfolio Management (SPM) is a strategic process within IT service management (ITSM) that focuses on managing the entire lifecycle of IT services - from ideation through implementation, maintenance, and eventual retirement. These state-of-the-art software solutions foster a culture of continuous improvement and digital transformation across the enterprise by supporting informed decision-making and enabling data-driven strategies for future growth.
Deployment: Preferences for on-cloud deployments due to operational efficiency & cost effectiveness
In IT service management, selecting an appropriate deployment model for infrastructure and applications is crucial for businesses, and on-premises and on-cloud are the primary options, each catering to different organizational needs. On-premises deployment involves setting up IT infrastructure within an organization's facility using in-house resources such as servers and networking equipment. This option is preferred by businesses prioritizing control over data, security, and system configurations. It is particularly suitable for highly regulated industries requiring strict compliance or companies with existing hardware or legacy systems investments. Advantages include greater control over security measures and customization capabilities; however, it requires a higher initial investment and ongoing expenses with limited scalability. On-cloud deployment relies on third-party cloud service providers to host infrastructure, applications, and data. This approach offers operational efficiency, cost savings, and simplified management. It is ideal for companies seeking rapid scalability without significant upfront investments or those with limited in-house IT resources. Benefits encompass lower initial costs, increased flexibility, and built-in disaster recovery capabilities. Nevertheless, concerns about data security and limited customization options may arise. On-premises deployment provides more control over security at a higher cost, while on-cloud deployment offers flexibility and cost-effectiveness with potential security concerns. Businesses should assess their specific requirements before incorporating between the two models.
Organization Size: Inclined small & medium-sized enterprises towards cloud-based adoption
Large enterprises generally have complex IT environments with multiple layers of technology systems and processes to support business activities. Adopting ITSM practices enables these organizations to control their IT infrastructure while ensuring operational efficiency. These large-scale organizations often implement comprehensive frameworks, including Control Objectives for Information and Related Technologies (COBIT) or Information Technology Infrastructure Library (ITIL), to manage their technology resources effectively. In contrast, small & medium-sized enterprises (SMEs) tend to have less complex but more flexible IT structures than larger firms. SMEs are increasingly adopting cloud-based or SaaS (Software as a Service)-based ITSM solutions that cater precisely to their requirements at an affordable cost with limited budgets and fewer available resources. The growing adoption of IT service management by large and small enterprises highlights its significance in achieving enhanced operational performance and greater value creation.
Vertical: Increasing adoption from banking, financial services, and insurance sector for advanced security usability
The IT service management (ITSM) has a vital role in the Banking, Financial Services, and Insurance (BFSI) sector. These industries demand stringent security measures, regulatory compliance, and efficient data management, making ITSM solutions highly suitable. Government agencies worldwide require robust ITSM tools for effective management of public services infrastructure and data security. Solutions such as asset management, incident response systems, and DevOps are popular for streamlining processes within government institutions. Healthcare organizations rely on ITSM solutions to securely store sensitive patient information while adhering to regulatory requirements, including the Health Insurance Portability and Accountability Act (HIPAA). In the information technology (IT) industry, efficient service delivery is essential for business growth, catering to the needs of different company sizes across various domains, such as software development or data processing companies; these can aid businesses in achieving improved productivity through automation-driven support processes. With the increasing adoption of Industry 4.0, manufacturers are leveraging ITSM solutions to optimize their supply chain management, inventory tracking, and equipment maintenance. The media industry depends on reliable IT infrastructure for content creation, storage, and distribution. ITSM tools help organizations manage large-scale projects effectively while maintaining high-quality standards for end users worldwide. Retailers increasingly utilize ITSM tools to manage their eCommerce platforms, customer relationship management systems, and supply chains. Solutions cater specifically to these requirements by offering scalable options suitable for both small businesses and large enterprises alike; they enable smoother digital transformation processes within retail environments across the world. Telecom companies need advanced ITSM solutions to monitor network performance, manage assets, and ensure regulatory compliance in a highly competitive market environment. The travel and hospitality industries require robust ITSM solutions to enhance customer experiences through real-time data analytics processing capabilities that can provide personalized offers based on individual preferences during booking processes. Companies offer tailored services in this vertical, allowing hoteliers or airlines to streamline operations effectively by connecting various business functions through integrated software systems.
Regional Insights
The IT service management market in the Americas is mature, driven by the presence of well-established technology sectors and increasing investments in modernizing their technological infrastructures. Companies in the region are prioritizing multi-cloud management capabilities as businesses continue migrating more applications into cloud-based environments. These companies emphasize integrating artificial intelligence (AI) into their ITSM strategies for predictive analytics-driven decision-making and enhanced customer support through chatbots. The Americas is home to major global corporations prioritizing a robust IT infrastructure to support their operations, resulting in high demand for advanced IT service management solutions. The Asia-Pacific region encompasses a diverse mix of developing and developed economies with varying levels of IT maturity. Enterprises in Japan, South Korea, Singapore, and Australia have heavily invested in technology adoption and innovation.
Consequently, there is an increased demand for advanced IT service management solutions that cater to these rapidly evolving digital ecosystems. Small-to-medium enterprises (SMEs) make up a larger share of businesses within Asia-Pacific markets, and they contribute significantly to adopting ITSM solutions as they often lack in-house resources for managing IT services. In the European region, many large-scale organizations with extensive resources are dedicated to maintaining complex IT systems, driving significant demand for high-end IT service management offerings. European companies prioritize ITSM solutions that focus on complying with specific stringent data privacy laws and General Data Protection Regulation (GDPR). European ITSM providers offer customizable solutions to ensure adherence to these regulations while maintaining operational efficiency.
FPNV Positioning Matrix
The FPNV Positioning Matrix is pivotal in evaluating the IT Service Management Market. It offers a comprehensive assessment of vendors, examining key metrics related to Business Strategy and Product Satisfaction. This in-depth analysis empowers users to make well-informed decisions aligned with their requirements. Based on the evaluation, the vendors are then categorized into four distinct quadrants representing varying levels of success: Forefront (F), Pathfinder (P), Niche (N), or Vital (V).
Market Share Analysis
The Market Share Analysis is a comprehensive tool that provides an insightful and in-depth examination of the current state of vendors in the IT Service Management Market. By meticulously comparing and analyzing vendor contributions in terms of overall revenue, customer base, and other key metrics, we can offer companies a greater understanding of their performance and the challenges they face when competing for market share. Additionally, this analysis provides valuable insights into the competitive nature of the sector, including factors such as accumulation, fragmentation dominance, and amalgamation traits observed over the base year period studied. With this expanded level of detail, vendors can make more informed decisions and devise effective strategies to gain a competitive edge in the market.
Key Company Profiles
The report delves into recent significant developments in the IT Service Management Market, highlighting leading vendors and their innovative profiles. These include 4me, Inc., Atlassian Corporation PLC, AutomationEdge Pvt. Ltd., BMC Software, Inc., Broadcom Inc., Cisco Systems, Inc., Citrix by Cloud Software Group, Inc., ClickUp Service, Freshworks Inc., Halo Service Desk, Hewlett Packard Enterprise Company, Hornbill Corporate Limited, International Business Machines Corporation, ITarian LLC, Ivanti, Inc., Kaseya Inc., Microsoft Corporation, NinjaOne, LLC, Open Text Corporation, Oracle Corporation, Rworks, Inc., Serviceaide, Inc., ServiceNow, Inc., SolarWinds Corporation, Splunk Inc., SymphonyAI Summit, SysAid Technologies Ltd., Tata Consultancy Services Limited, TeamDynamix, TOPdesk Nederland BV, Vivantio Holdings Inc., Wipro Limited, and Zendesk, Inc..
Market Segmentation & Coverage
1. Market Penetration: It presents comprehensive information on the market provided by key players.
2. Market Development: It delves deep into lucrative emerging markets and analyzes the penetration across mature market segments.
3. Market Diversification: It provides detailed information on new product launches, untapped geographic regions, recent developments, and investments.
4. Competitive Assessment & Intelligence: It conducts an exhaustive assessment of market shares, strategies, products, certifications, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players.
5. Product Development & Innovation: It offers intelligent insights on future technologies, R&D activities, and breakthrough product developments.
1. What is the market size and forecast of the IT Service Management Market?
2. Which products, segments, applications, and areas should one consider investing in over the forecast period in the IT Service Management Market?
3. What are the technology trends and regulatory frameworks in the IT Service Management Market?
4. What is the market share of the leading vendors in the IT Service Management Market?
5. Which modes and strategic moves are suitable for entering the IT Service Management Market?