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云端资讯技术服务管理 (ITSM) - 市场占有率分析、产业趋势与统计、成长预测（2024 - 2029 年）

Cloud Information Technology Service Management (ITSM) - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 100 Pages | 商品交期: 2-3个工作天内

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简介目录

云端资讯技术服务管理市场规模预计到2024年为48.8亿美元，预计到2029年将达到54.7亿美元，在预测期内（2024-2029年）CAGR为2.33%。

云端资讯科技服务管理 (ITSM) - 市场

云端运算的出现极大地影响了企业的运作方式。云端解决方案的采用率不断提高，降低了 IT 基础设施成本，从而带来了营运模式的变化。云端解决方案的部署使企业能够专注于核心业务能力。

主要亮点

  • 支援各种通用和专业业务应用程式的云端服务的广泛可用性正在推动公司向数位企业的转型。在使用云端服务时，服务提供者的资讯科技服务管理(ITSM) 流程成为组织的延伸，创造了重要的流程依赖性，必须仔细整合和管理该依赖性，以避免引入时间延迟、不必要的复杂性、安全漏洞和风险。公司的IT运作。
  • 新创公司和中小型企业越来越多地使用基于云端的应用程序，推动了云端 IT 服务管理行业的发展。基于云端的应用程式可协助企业降低 IT 基础架构运作费用，并提高可扩展性、协作效率、工作流程灵活性、公司稳定性和其他优势。
  • 云端 ITMS 解决方案和服务与先进人工智慧 (AI) 平台的整合是云端 IT 服务管理 (ITSM) 产业发展趋势之一。此人工智慧平台使企业能够实现广泛的IT和企业管理服务的自动化，同时也提供可扩展的云端平台。
  • 儘管云端 ITMS 提供了多项优势，但大多数最终用户并不知道其可用性。此外，网路攻击不断增加的发展中国家对个人资料和企业营运的安全疑虑预计将阻碍市场扩张。
  • 由于远距工作的兴起和企业数位转型的扩大，COVID-19 大流行对市场产生了有益的影响。企业正在寻找无缝、高效且可从任何位置存取的业务流程。此外，许多企业完成了数位转型，有些企业决定保持完全远端或采用数位和办公室混合模式营运。因此，IT 团队预计对内部 IT 支援和云端 ITSM 的需求将急剧上升，从而推动所研究的市场成长。
  • 总体而言，疫情推动了云端 ITSM 市场的发展，预计疫情过后该市场也将大幅成长，大多数组织将转向混合工作场所模式。透过部署云端 ITSM 工具而增强的支援和服务也将仍然是疫情后推动所研究市场的一个重要因素。

云端资讯技术服务管理 (ITSM) 市场趋势

企业向基于云端的技术的转变推动了市场

  • IT 基础架构的格局正在快速改变。各个最终用户垂直领域的企业都在努力平衡其 IT 基础设施功能和成本管理。未来的技术采用计画围绕着采用新兴技术展开，随着企业希望更换过时的基础设施，这些技术预计将呈指数级增长。像Google和AWS这样的公共云端巨头需要按需、动态、庞大的可扩展性需求。
  • 使用云端服务的公司只需为临时使用的资源付费，而不需要购买、编程和维护长期閒置的额外资源和设备。这有助于公司最大限度地减少不产生收入的成本。因此，云端 ITSM 工具正在蓬勃发展。
  • 基于云端的 ITSM 解决方案是技术生态系统中最省力的发明之一。透过为海量资料提供安全的空间，云端 ITSM 服务交付计画可以节省 IT 基础设施成本，并节省专注于核心业务策略的时间。
  • Hashicorp 表示，到 2021 年，90% 的大型企业已采用多云，预计到 2023 年这一比例将达到 94%。因此，基于云端的采用的成长对所研究的市场具有巨大的潜力。
  • 此外，遗留应用程式的云端迁移将成为未来几年的另一个ITSM策略趋势。此 ITSM 解决方案简化了 IT 营运并有效解决了安全漏洞。根据 Spiceworks Ziff Davis 的 2022 年 IT 状况报告，约 44% 的企业预计 5G 技术将成为 2022 年的主要 IT 能力。54% 的受访企业认为物联网将成为主要的预算驱动因素。因此，对于所有这些技术开发，基于云端的 ITSM 解决方案将见证所研究市场的成长。
  • 此外，2022 年 5 月，ServiceNow 领先的语音支援和云端联络中心解决方案 CLogic 宣布美国最大的全服务特许连锁餐厅之一的特许经营商和营运商 Denny's 选择其平台。最新的技术合作伙伴关係将为 Denny 的 IT 技术服务、客户服务和人力资源营运提供支持，涵盖 3,000 多名员工和 1,600 多个地点。

北美预计将占据主要份额

  • 由于云端技术的广泛采用以及该地区最终用户产业对改善 IT 服务的需求不断增长，北美是云端 ITSM 的重要市场。根据 Site24*7 的 IT 管理调查报告，62% 的受访者表示管理简单性是云端迁移的首要因素，紧随其后的是业务连续性 (60%) 和可扩展性 (59%)。
  • 此外，2022 年 3 月发布的一份报告以及一项针对 900 多名 IT 专业人士的名为「混合云端采用调查」的调查显示，大多数企业 (93%) 正在采用混合云端和本地解决方案，或在五年内完全迁移到云端。年。调查主要在北美和欧洲进行，其中43.8%的受访者来自北美。因此，向云端平台的不断转变将推动未来几年对 IT 服务管理解决方案的需求。
  • 此外，该地区在云端 ITSM 供应商方面拥有牢固的立足点，为市场的成长做出了贡献。其中包括 IBM Corporation、ServiceNow Inc. 和 BMC Software Inc. 等。
  • 该地区正在大量采用 IT 服务解决方案来提高效率并维持组织的生产力。该技术已被 IT 和电信巨头、BFSI 和政府机构采用。
  • 此外，加拿大政府制定了「云端优先」策略，在启动资讯技术投资、措施、策略和专案时，将云端服务确定为主要交付选项并对其进行评估。云端预计也将使加拿大政府能够利用私营部门提供者的创新，使其资讯技术更加敏捷。

云端资讯技术服务管理（ITSM）产业概述

云端 ITSM（资讯技术服务管理）市场高度分散，主要参与者包括 IBM 公司、BMC Software Inc.、Micro Focus International PLC、Atlassian Inc. 和 ASG Technologies Group, Inc.。市场上的公司包括仅在其ITSM 产品的云端版本上开发一些新功能，并采用合作伙伴关係、创新和收购等策略来增强其产品供应并获得可持续的竞争优势。

  • 2022 年 5 月 - IBM 宣布与 Amazon Web Services Inc. (AWS) 签署策略合作协议 (SCA)，计划在 AWS 上以软体即服务 (SaaS) 的形式提供广泛的软体目录。 IBM 和 AWS 之间的首个此类协议将使客户能够快速轻鬆地存取 IBM 软体，这些软体涵盖自动化、资料和人工智慧、安全性和永续发展功能，这些功能基于AWS 上的Red Hat OpenShift Service (ROSA) 构建，并运行AWS 上的云原生。
  • 2022 年 5 月 - ServiceNow 宣布了几个重要的解决方案，以改善服务营运管理、低程式码治理和政府服务。其中包括服务营运工作区：它将服务和营运资料整合到单一体验中，以提供跨团队问题的共享可见性；以及 App Engine 管理中心：它整合了低程式码开发的治理。公共部门数位服务：它改善了政府组织的服务交付。

额外的好处：

  • Excel 格式的市场估算 (ME) 表
  • 3 个月的分析师支持

目录

第 1 章：简介

  • 研究假设和市场定义
  • 研究范围

第 2 章：研究方法

第 3 章：执行摘要

第 4 章：市场洞察

  • 市场概况
  • 产业吸引力－波特五力分析
    • 新进入者的威胁
    • 买家/消费者的议价能力
    • 供应商的议价能力
    • 替代产品的威胁
    • 竞争激烈程度
  • COVID-19 对市场影响的评估

第 5 章：市场动态

  • 市场驱动因素
    • 企业转向基于云端的技术
    • 整合人工智慧功能使其更加用户友好
  • 市场限制
    • 对资料所有权、安全性和储存保障的担忧

第 6 章：市场细分

  • 按应用
    • 配置管理
    • 绩效管理
    • 网路管理
    • 资料库管理系统
    • 其他应用
  • 按最终用户产业
    • BFSI
    • 资讯科技和电信
    • 零售
    • 卫生保健
    • 其他最终用户产业（製造、旅游和酒店、政府和教育）
  • 按地理
    • 北美洲
    • 欧洲
    • 亚太地区
    • 拉丁美洲
    • 中东和非洲

第 7 章：竞争格局

  • 公司简介
    • IBM Corporation
    • BMC Software Inc.
    • Micro Focus International PLC
    • Atlassian Inc.
    • ASG Technologies Group, Inc.
    • Citrix Systems Inc.
    • Cherwell Software, LLC
    • Ivanti Inc.
    • Servicenow Inc.
    • CA Technologies Inc.
    • Axios Systems PLC
    • Sunrise Software Ltd.

第 8 章：投资分析

第 9 章：市场的未来

简介目录
Product Code: 70313

The Cloud Information Technology Service Management Market size is estimated at USD 4.88 billion in 2024, and is expected to reach USD 5.47 billion by 2029, growing at a CAGR of 2.33% during the forecast period (2024-2029).

Cloud Information Technology Service Management (ITSM) - Market

The emergence of cloud computing has significantly impacted the way businesses are being operated. The increasing adoption rate of cloud solutions has brought changes in the operating models by reducing IT infrastructure cost. The deployment of cloud solutions enables enterprises to focus on core business competencies.

Key Highlights

  • The broad availability of cloud services to support various generalized and specialized business applications is fuelling companies' transformations into digital enterprises. When utilizing cloud services, the service provider's Information Technology Service Management (ITSM) processes become an extension of an organization creating an essential process dependency that must be carefully integrated and managed to avoid introducing time delays, unnecessary complexity, security vulnerabilities, and risk to the company's IT operation.
  • The growing usage of cloud-based applications among startups and small and medium-sized businesses drives the cloud IT service management industry. Cloud-based apps help firms reduce IT infrastructure running expenses and increase scalability, collaboration efficiency, work process flexibility, company stability, and other benefits.
  • Integration of cloud ITMS solutions and services with advanced artificial intelligence (AI) platforms is one of the developing cloud IT service management (ITSM) industry trends. The AI platform enables enterprises to automate a wide range of IT and enterprise management services while also providing a scalable cloud platform.
  • Although the fact that cloud ITMS provides several benefits, the majority of end users are unaware of its availability. Moreover, security concerns for personal data and corporate operations in developing countries where cyber-attacks are on the increase are projected to hinder market expansion.
  • The COVID-19 pandemic had a beneficial impact on 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 businesses 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 cloud ITSM, thereby boosting the studied market growth.
  • Overall, the pandemic has fueled the cloud 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 cloud ITSM tool would also remain a significant factor in boosting the studied market post-pandemic.

Cloud Information Technology Service Management (ITSM) Market Trends

Shift Among Businesses Towards Cloud Based Technologies Drives the Market

  • 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.
  • Companies using cloud services are required to pay only for resources they temporarily use instead of purchasing, programming, and maintaining additional resources and equipment that remain idle over long periods. This helps the companies in minimalizing costs that do not generate revenue. Thus, cloud ITSM tools are witnessing prolific growth.
  • Cloud-based ITSM solutions are one of the best effort-saving inventions of the technology ecosystem. By providing a safe space for colossal data, a cloud ITSM service delivery plan economizes IT infrastructure costs and saves time to focus on core business strategies.
  • According to Hashicorp, 90% of large enterprises have adopted multi-cloud in 2021, and this is expected to reach 94% by 2023. Thus, growth in cloud-based adoption holds prominent potential for the studied market.
  • Moreover, cloud migration of legacy applications would be another ITSM strategy trending in the coming years. This ITSM solution streamlines IT operations and effectively addresses security gaps. According to Spiceworks Ziff Davis' 2022 State of the IT report, about 44% of enterprises foresee 5G technology as a major IT capability in 2022. 54% of companies surveyed believe IoT would be a major budget driver. Thus, for all these technology development, cloud-based ITSM solutions would witness growth in the studied market.
  • Also, in May 2022, CLogic, the leading voice-enabling and cloud contact center solution for ServiceNow, announced the selection of its platform by Denny's, franchisor and operator of one of America's largest franchised full-service restaurant chains. The latest technology partnership would support Denny's IT Technical Services, Guest Services, and Human Resources operations for its more than 3,000 employees and over 1,600 locations.

North America is Expected to Hold Major Share

  • North America is a prominent market for cloud ITSM, owing to the high adoption of cloud technology and the growing need for improving IT services by the end-user industries in the region. According to a survey report on IT Management by Site24*7, 62% of respondents reported ease of management as the top factor in cloud shift, closely followed by business continuity (60%) and scalability (59%).
  • Further, a report published in March 2022 with a survey named "A hybrid cloud adoption survey" with 900+ IT professionals suggested that most businesses (93%) are adopting a hybrid cloud and on-premise solutions or migrating fully to the cloud within five years. The survey was majorly done in North America and Europe, where 43.8% of respondents were from North America. Thus, the growing transition toward cloud platforms would drive the demand for IT service management solutions in the coming years.
  • Additionally, the region has a strong foothold on the cloud ITSM vendors, contributing to the market's growth. Some include IBM Corporation, ServiceNow Inc., and BMC Software Inc., among others.
  • The region is witnessing an influx in the adoption of IT service solutions to increase efficiency and maintain the productivity of organizations. The adoption has been adopted by IT and telecommunication giants, BFSI, and government agencies.
  • 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.

Cloud Information Technology Service Management (ITSM) Industry Overview

The Cloud ITSM (Information Technology Service Management) Market is highly fragmented with the presence of major players like IBM Corporation, BMC Software Inc., Micro Focus International PLC, Atlassian Inc., and ASG Technologies Group, Inc. The companies in the market are making some new features on only the cloud version of their ITSM product, and also adopting strategies such as partnerships, innovations, and acquisitions to enhance their product offerings and gain sustainable competitive advantage.

  • May 2022 - IBM announced that it signed a Strategic Collaboration Agreement (SCA) with Amazon Web Services Inc. (AWS), with plans to offer a broad array of its software catalog as Software-as-a-Service (SaaS) on AWS. The first-of-its-kind agreement between IBM and AWS would provide clients with quick and easy access to IBM software that spans automation, data and AI, security, and sustainability capabilities built on Red Hat OpenShift Service on AWS (ROSA) and runs cloud-native on AWS.
  • May 2022 - ServiceNow announced several significant solutions to improve service operations management, low-code governance, and government services. These include, Service Operations Workspace: It consolidates service and operations data into a single experience to provide shared visibility into issues across teams, and App Engine Management Center: It consolidates governance for low-code development. Public Sector Digital Service: It improves service delivery for government organizations.

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 Threat of New Entrants
    • 4.2.2 Bargaining Power of Buyers/Consumers
    • 4.2.3 Bargaining Power of Suppliers
    • 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 Shift Among Businesses Towards Cloud Based Technologies
    • 5.1.2 Integration of AI Enabled Features Making it More User Friendly
  • 5.2 Market Restraints
    • 5.2.1 Concerns of Data Ownership, Safety and Security in Storing It

6 MARKET SEGMENTATION

  • 6.1 By Application
    • 6.1.1 Configuration Management
    • 6.1.2 Performance Management
    • 6.1.3 Network Management
    • 6.1.4 Database Management System
    • 6.1.5 Other Applications
  • 6.2 By End-user Industry
    • 6.2.1 BFSI
    • 6.2.2 IT and Telecommunication
    • 6.2.3 Retail
    • 6.2.4 Healthcare
    • 6.2.5 Other End-user Industries (Manufacturing, Travel and Hospitality, Government and Education)
  • 6.3 By Geography
    • 6.3.1 North America
    • 6.3.2 Europe
    • 6.3.3 Asia Pacific
    • 6.3.4 Latin America
    • 6.3.5 Middle East and Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles*
    • 7.1.1 IBM Corporation
    • 7.1.2 BMC Software Inc.
    • 7.1.3 Micro Focus International PLC
    • 7.1.4 Atlassian Inc.
    • 7.1.5 ASG Technologies Group, Inc.
    • 7.1.6 Citrix Systems Inc.
    • 7.1.7 Cherwell Software, LLC
    • 7.1.8 Ivanti Inc.
    • 7.1.9 Servicenow Inc.
    • 7.1.10 CA Technologies Inc.
    • 7.1.11 Axios Systems PLC
    • 7.1.12 Sunrise Software Ltd.

8 INVESTMENT ANALYSIS

9 FUTURE OF THE MARKET