ITSM：市场占有率分析、产业趋势与统计、2024年至2029年成长预测

ITSM上年度的估值为598,329万美元，预计未来5年将达到681,192万美元，复合年增长率为2.02%。

ITSM (ITSM) 定义了所有与 IT 相关的活动，包括为实现 IT 组织的业务目标而执行的客製化解决方案的创建、交付、支援和管理。

主要亮点

• IT 组织倾向于专注于管理 IT 服务和应用程式以实现短期和长期策略目标。 ITSM 提供了许多好处，例如降低成本、重复性任务自动化以及资料集中化，这可以对组织的整体绩效产生重大影响，并有助于实现短期和长期策略目标。因此，随着IT产业的不断动态，ITSM市场预计在预测期内将出现显着成长。
• IT基础设施格局正在快速改变。各个最终用户产业的公司都在努力平衡IT基础设施能力与成本控制。未来的技术采用计划重点关注采用新兴技术的公司，这些技术预计将呈指数级增长，以取代过时的基础设施。像 Google 和 AWS 这样的公有云巨头需要按需、动态和大规模的可扩展性需求。
• 整合平台为企业提供了多种好处，包括跨多个管道吸引用户的用户体验、将这些管道整合到现有系统中，以及结合业务流程管理、案例管理和绩效管理的端到端自动化。 。
• 儘管 ITSM 工具提供了卓越的优势，但某些挑战（例如采用、可靠性问题以及服务等级协定 (SLA) 中缺乏品质标准）预计将阻碍预测期内探索的市场成长。采购 ITSM 工具（主要是为了管理关键 IT 服务）的过程需要对提供者业务的长期性以及与提供者的关係的信任。如果任何提供者发生故障，依赖该提供者的企业将受到严重影响，并被迫寻找替代工具。反过来，这预计会扰乱他们的流程，进而降低他们的效率。
• 由于远距工作的增加和企业数位转型的扩大，COVID-19的爆发对市场产生了积极影响。公司希望业务流程无缝、高效且可从任何地方存取。此外，许多公司已经完成了数位转型，其中一些公司决定保持完全远端或以混合模式运作。因此，IT 团队预计对内部 IT 支援和 ITSM 软体的需求将急剧增加，从而推动所研究市场的成长。
• 疫情刺激了ITSM市场，随着大多数组织转向混合工作场所模式，疫情后市场也预计将显着成长。此外，透过引进ITSM工具加强支援与服务也是疫情后提振市场的关键因素之一。

ITSM市场趋势

IT和通讯领域预计将占据较大市场占有率

• IT 和电讯领域的 IT 服务管理现代化是一种不断发展的方法。它弥合了传统本地 IT 系统和云端基础的IT 系统之间的差距。这提高了业务效率和有效性。这种在整个企业内捕获、分析和共用资料方式的统一性改善了内部 IT 员工和外部相关人员的体验。
• 随着技术的快速进步，通讯业者不断注重创新。因此，我们专注于升级基础设施，同时开发尖端的解决方案来服务我们的客户，包括技术创新、客户服务、基础设施配置和人力资源。
• 此外，实施 ITSM 解决方案还为通讯业者提供了对其通讯、云端和软体许可组合中的申请、费用、使用情况和资产的统一可见性。因此，它提供了一套细粒度的流程来管理您现有的IT基础设施，主要是透过提高可见度来降低整体成本并提高生产力。此外，随着对云端基础的模型的需求不断增加，IT 公司正在专注于实施 ITSM。随着云端基础的生态系统的日益普及，企业正在跨云端平台提供新服务并扩大合作伙伴关係。
• 此外，整个 IT 企业的内容成长与新管道的新增和流程变化同步。由于社群媒体和智慧型装置的出现，ITSM 解决方案的普及预计将增加处理交易、业务内容和社交内容的需求，并实现跨各种数位管道的内容流动。
• 据5G Americas称，5G订阅成长预计将持续一段时间，并在两年内达到30亿订阅。其中包括未来两年的 6 亿份合约。

预计北美将占据较大市场占有率

• 该地区正在加速采用 IT 服务解决方案，以提高组织效率并维持生产力。通讯专业、BFSI 和政府机构都在采用它。
• 数位绩效管理提供绩效洞察并实现即时、闭合迴路问题解决。数位绩效管理提供了一个通用的绩效视图，以易于理解的业务指标：时间来表达。此指标对于第一线员工、经理和经营团队来说很容易理解，并且是企业范围解决方案的基础。
• 此外，加拿大政府制定了「云端优先」策略，该策略在启动资讯技术投资、措施、策略和计划时将云端服务确定为主要交付选项并对其进行评估。云端还有望使加拿大政府能够利用私人提供者的创新并使资讯技术更加敏捷。
• 最近的技术趋势，例如增强的云端基础设施、支援物联网的生态系统以及认知运算应用的不断增加，为美国IT 产业创造新的业务需求提供了机会。
• 由于旨在提高生产力、员工满意度和成本效益的 BYOD 政策的迅速采用，云端基础的ITSM 在该市场中不断增长。此类策略需要远端存取云端基础的ITSM 解决方案所提供的资讯。
• 由于大流行的远距工作实践，大多数组织也采取预防措施来保护他们向员工提供的行动装置和设备。加拿大网路安全中心鼓励加拿大网路安全界，特别是关键基础设施网路维护者，提高对俄罗斯国家网路威胁的认识和保护。网路中心与美国和英国的合作伙伴一起建议采取主动的网路监控和缓解措施。

ITSM产业概况

ITSM 市场高度分散，主要参与者包括 IBM 公司、ASG Technologies Group Inc.（Rocket Software）、Atlassian Corporation PLC、Micro Focus International PLC（Open Text Corporation）和 Broadcom Inc.。市场参与企业正在采取联盟和收购等策略来增强其产品供应并获得永续的竞争优势。

2022年10月，埃森哲与Atlassian建立策略伙伴关係，帮助企业从技术投资中获取更多价值，改善客户和员工体验，拥抱变革，透过企业敏捷服务创造新业务，帮助您创造价值。

2022 年 8 月，OpenText 收购了 Micro Focus。透过此次收购，OpenText 的使命扩大到帮助企业专业人士确保业务、更好地了解资讯以及更好地管理他们的混合且日益复杂的数位结构。

其他福利：

• Excel 格式的市场预测 (ME) 表
• 3 个月分析师支持

目录

第一章简介

• 研究假设和市场定义
• 调查范围

第二章调查方法

第三章执行摘要

第四章市场洞察

• 市场概况
• 产业吸引力－波特五力分析
  • 供应商的议价能力
  • 买方议价能力
  • 新进入者的威胁
  • 替代品的威胁
  • 竞争公司之间敌对关係的强度
• COVID-19 市场影响评估

第五章市场动态

• 市场驱动因素
  • 最终用户产业更采用IT基础设施更新
  • 对管理和监控IT基础设施基础设施效能的整合平台的需求不断增长
• 市场抑制因素
  • ITSM 实施中的问题以及服务等级协定中缺乏品质标准

第六章市场区隔

• 按发展
  • 云
  • 本地
• 按用途
  • 配置管理
  • 绩效管理
  • 网路管理
  • 资料库管理系统
  • 其他用途
• 按最终用户产业
  • BFSI
  • 製造业
  • 政府/教育机构
  • 资讯科技/通讯
  • 零售
  • 旅游/酒店业
  • 医疗保健
  • 其他最终用户产业
• 按地区
  • 北美洲
  • 欧洲
  • 亚太地区
  • 拉丁美洲
  • 中东/非洲

第七章竞争形势

• 公司简介
  • 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.

第八章供应商竞争

• 供应商市场收益（2021 年）
• 供应商比较分析

第九章投资分析

第十章 投资分析市场的未来性

The Information Technology Service Management was valued at USD 5983.29 million the previous year and is expected to register a CAGR of 2.02%, reaching USD 6811.92 million in five years. 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 IT organization tends to focus more on managing IT services and applications for its short-term and long-term strategic goals. ITSM offers many advantages, such as cost reduction, automation of repetitive tasks, and data gathering in one place, among others, that substantially impact the organization's overall performance, helping it achieve its short-term and long-term strategic objectives. Therefore, with the evolving IT industry dynamics, the ITSM market is expected to witness prolific growth in the forecasted period.
• The landscape of IT infrastructure is changing rapidly. Enterprises across various end-user verticals struggle to balance their IT infrastructure functioning and cost management. The future technology adoption plans hover around adopting emerging technologies expected to grow exponentially as businesses look to replace outdated infrastructure. Public cloud giants like Google and AWS require on-demand, dynamic, enormous scalability needs.
• A unified platform provides an enterprise with various benefits, including user experience to engage users across multiple channels, integrating these channels into existing systems, and end-to-end automation that combines business process management, case management, and performance management.
• Though ITSM tools provide excellent benefits, specific challenges, like implementation, reliability concerns, and lack of quality standards in service-level agreements (SLA), are expected to obstruct the market growth studied during the forecast period. The process of procuring an ITSM tool, primarily for managing critical IT services, involves believing that the provider's business would endure and the relationship with them. In case of any failure by the provider, the enterprises relying upon them are significantly impacted and are expected to find a replacement tool. This, in turn, is expected to disrupt their process and, ultimately, their efficiency.
• The COVID-19 pandemic positively impacted the market, owing to the rise in remote working and the expanding digital transformation of enterprises. Businesses are looking for business processes that are seamless, efficient, and accessible from any location. Further, many companies have completed their digital transformation, and some have decided to remain fully remote or operate on a digital and in-office hybrid model. Thus, IT teams can expect a sharp rise in the need for internal IT support and ITSM software, thereby boosting the studied market growth.
• The pandemic has fueled the ITSM market, and the market is also expected to witness prolific growth post-pandemic, with most organizations shifting to a hybrid workplace model. The enhancing support and services from deploying the ITSM tool will also remain one of the significant factors to boost the studied market post-pandemic.

IT Service Management (ITSM) Market Trends

IT and Telecommunication Sector is Expected to Hold the Significant Market Share

• Modernizing IT service management for the IT &and telecom sector 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, ITSM solutions' implementation helps telecom enterprises gain unified visibility into invoices, expenses, usage, and assets across their entire communications, cloud, and software license portfolio. Thus reducing the overall costs and enhancing 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 this 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 for handling 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 Significant Market Share

• The region is witnessing an influx in the adoption of IT service solutions to increase efficiency and maintain the productivity of organizations. Telecommunication giants, BFSI, and government agencies have adopted the adoption.
• 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, whereby 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 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 center joins US and UK partners in recommending proactive network monitoring and mitigations.

IT Service Management (ITSM) 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.

In October 2022, Accenture and Atlassian formed a strategic partnership to assist organizations in driving more value from technology investments, improving customer and employee experiences, embracing change, and creating new business value with enterprise agility services.

In August 2022, OpenText acquired Micro Focus. With this acquisition, OpenText's corporate mission expands to help enterprise professionals secure their operations, gain more insight into their information, and better manage an increasingly hybrid and complex digital fabric.

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 COVID-19 Impact on the Market

5 MARKET DYNAMICS

• 5.1 Market Drivers
  • 5.1.1 Rising Adoption of Updated IT Infrastructure Across the 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 System
  • 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 & 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. L.p. )
  • 7.1.8 Freshworks Inc.
  • 7.1.9 Ivanti Inc.
  • 7.1.10 ServiceNow Inc.

8 VENDOR COMPETITIVENESS

• 8.1 Vendor Market Revenue, 2021
• 8.2 Vendor Comparative Analysis

9 INVESTMENT ANALYSIS

10 FUTURE OF THE MARKET