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市场调查报告书
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云端 IT 服务管理 (ITSM)：市场占有率分析、产业趋势与统计、成长预测（2025-2030 年）

Cloud Information Technology Service Management (ITSM) - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
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

预计 2025 年云端 IT 服务管理 (ITSM) 市场规模为 49.9 亿美元，到 2030 年将达到 56 亿美元，预测期内（2025-2030 年）的复合年增长率为 2.33%。

云端资讯技术服务管理 (ITSM)-市场-IMG1

云端处理的出现对企业的运作方式产生了重大影响。透过降低IT基础设施成本，越来越多地采用云端解决方案正在带来营运模式的改变。云端解决方案使公司能够专注于其核心业务能力。

主要亮点

  • 支援各种通用和专用业务应用程式的云端服务的广泛可用性正在加速企业向数位化企业的转型。当您使用云端服务时，服务提供者的 IT 服务管理 (ITSM) 流程将成为您组织的延伸，从而创建重要的流程依赖关係。必须谨慎地整合和管理这种依赖关係，以避免为企业的 IT 营运带来时间延迟、不必要的复杂性、安全漏洞和风险。
  • 新兴企业和中小型企业越来越多地采用云端基础的应用程序，从而推动了云端 IT 服务管理行业的发展。云端基础的应用程式帮助企业降低IT基础设施的营运成本，提高可扩展性、协作效率、工作流程灵活性、企业稳定性等。
  • 云端ITMS解决方案和服务与先进的人工智慧（AI）平台的整合是云端IT服务管理（ITSM）产业的发展趋势之一。此AI平台将使企业能够实现广泛的IT和企业管理服务的自动化，同时提供扩充性的云端平台。
  • 云端 ITMS 提供了多种好处，但大多数最终用户并不知道它的可用性。此外，在网路攻击日益增多的新兴国家，对个人资料和业务营运的安全疑虑预计会阻碍市场扩张。
  • 由于远距办公的增加和企业数位转型的扩展，COVID-19 疫情对市场产生了有利影响。企业希望业务流程无缝、高效并且可以从任何地方存取。此外，许多企业已经完成了数位转型，而一些企业则决定完全远距办公或混合模式运作。因此，IT 团队可以预期内部 IT 支援和云端 ITSM 的需求将激增，从而推动受调查市场的成长。
  • 总体而言，疫情刺激了云端 ITSM 市场的发展，随着大多数组织转向混合工作模式，预计疫情过后市场也将显着成长。此外，由于采用云端 ITSM 工具而增强的支援和服务也可能继续成为疫情后推动受调查市场发展的关键因素。

云端 IT 服务管理 (ITSM) 市场趋势

企业转向基于云端基础的技术推动市场

  • IT基础设施格局正在快速改变。各行各业的终端用户都在努力平衡IT基础设施能力和成本控制。未来的技术采用计划专注于拥抱新兴技术的企业，这些技术有望在寻求取代过时的基础设施时实现指数级增长。谷歌和 AWS 等公有云巨头具有按需动态、大规模可扩展性的需求。
  • 使用云端服务的公司只需为临时使用的资源付费，而不必购买、编程和维护长期未使用的额外资源或设备。这使得公司能够最大限度地减少非收益成本。因此，云端 ITSM 工具正在经历快速成长。
  • 云端基础的ITSM 解决方案是技术生态系统中最好的省力发明之一。透过为海量资料提供安全的空间，我们的云端 ITSM 服务交付计画可为您节省IT基础设施成本，并腾出时间专注于您的核心商务策略。
  • 根据 Hashicorp 的预测，2021 年 90% 的大型企业将采用多重云端，预计到 2023 年将达到 94%。因此，云端基础的日益普及对于所调查的市场来说具有巨大的潜力。
  • 此外，将遗留应用程式迁移到云端也是未来几年流行的 ITSM 策略之一。此 ITSM 解决方案简化了 IT 操作并有效解决了安全漏洞。根据 Spiceworks Ziff Davis《2022 年 IT 状况》报告，约 44% 的企业预计 5G 技术将成为 2022 年领先的 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，随着所有这些技术的发展，云端基础的ITSM 解决方案可能会在所调查的市场中见证成长。
  • 此外，2022 年 5 月，领先的 ServiceNow 语音和云端客服中心解决方案供应商 CLogic 宣布，美国最大的全方位服务餐厅连锁店专利权经营商之一 Denny's 已采用其平台。此次技术合作将为 Denny's 的 3,000 多名员工和 1,600 多家门市提供 IT 技术服务、客户服务和人力业务营运支援。

预计北美将占很大份额

  • 北美是云端 ITSM 的主要市场，这得益于该地区云端技术的采用率高以及终端用户产业对改进 IT 服务的需求日益增长。根据Site24*7发布的IT管理调查报告，62%的受访者认为「易于管理」是迁移到云端的最大因素，紧随其后的是「业务永续营运」（60%）和「扩充性」（59%）。
  • 此外，2022 年 3 月发布的一份报告《混合云采用调查》调查了 900 多名 IT 专业人士，该报告表明，大多数企业 (93%) 将在五年内采用混合云和本地解决方案或完全迁移到云端。此项调查主要在北美和欧洲进行，43.8%的受访者来自北美。因此，向云端平台的转变可能会在未来几年推动对 IT 服务管理解决方案的需求。
  • 此外，该地区在云端 ITSM 供应商方面拥有强大的立足点，促进了市场成长。 IBM 公司、ServiceNow Inc.、BMC Software Inc. 等
  • 该地区正在加速采用IT服务解决方案来帮助组织提高效率并维持生产力。它已被各大 IT 和通讯公司、BFSI 和政府组织所采用。
  • 此外，加拿大政府采用了「云端优先」策略，在启动资讯技术投资、倡议、策略和计划时，确定和评估云端服务作为主要交付选项。云端运算还有望使加拿大政府能够利用私人供应商的创新，并使其资讯技术更加灵活。

云端 IT 服务管理 (ITSM) 产业概览

云端 IT 服务管理 (ITSM) 市场高度分散，主要参与者包括 IBM Corporation、BMC Software Inc.、Micro Focus International PLC、Atlassian Inc. 和 ASG Technologies Group, Inc.除了在其基于云端的 ITSM 产品的版本上添加新功能外，市场上的公司还采用伙伴关係、创新和收购等策略来加强其产品供应并获得可持续的竞争优势。

  • 2022 年 5 月－IBM 宣布已与亚马逊网路服务公司 (AWS) 签署策略合作协议 (SCA)，以在 AWS 上以软体即服务 (SaaS) 的形式提供广泛的软体目录。该协议是 IBM 与 AWS 之间达成的首份协议，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 AI、安全性和永续性，这些功能基于 AWS 上的 Red Hat OpenShift 服务 (ROSA) 建置并在 AWS 上以云端原生方式运作。
  • 2022 年 5 月 - ServiceNow 宣布改善服务营运管理、低程式码管治和政府服务的关键解决方案。服务营运工作区：将服务和营运资料整合到单一体验中，为跨团队提供对问题的共用可见性；应用引擎管理中心：统一低程式码开发的管治。公共部门数位服务：改善政府服务。

其他福利：

  • Excel 格式的市场预测 (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
    • 新进入者的威胁
    • 购买者/消费者的议价能力
    • 供应商的议价能力
    • 替代品的威胁
    • 竞争对手之间的竞争强度
  • COVID-19 市场影响评估

第五章 市场动态

  • 市场驱动因素
    • 企业转向基于云端基础的技术
    • 透过整合 AI 功能提高可用性
  • 市场限制
    • 资料所有权、安全和保障问题

第六章 市场细分

  • 按应用
    • 配置管理
    • 绩效管理
    • 网管
    • 资料库管理系统
    • 其他用途
  • 按最终用户产业
    • BFSI
    • 资讯科技/通讯
    • 零售
    • 卫生保健
    • 其他终端使用者产业（製造业、旅游及餐旅服务业、政府及教育业）
  • 按地区
    • 北美洲
    • 欧洲
    • 亚太地区
    • 拉丁美洲
    • 中东和非洲

第七章 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.

第八章投资分析

第九章：市场的未来

简介目录
Product Code: 70313

The Cloud Information Technology Service Management Market size is estimated at USD 4.99 billion in 2025, and is expected to reach USD 5.60 billion by 2030, at a CAGR of 2.33% during the forecast period (2025-2030).

Cloud Information Technology Service Management (ITSM) - Market - IMG1

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