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市场调查报告书
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1687764

ITSM：市场占有率分析、产业趋势和统计数据、成长预测（2025-2030 年）

ITSM - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
出版日期: | 出版商: Mordor Intelligence | 英文 152 Pages | 商品交期: 2-3个工作天内

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简介目录

预计 2025 年 ITSM 市场规模为 128.4 亿美元，到 2030 年将达到 278.1 亿美元，预测期内（2025-2030 年）的复合年增长率为 16.72%。

ITSM-市场-IMG1

IT 服务管理 (ITSM) 定义了所有与 IT 相关的活动，包括建立、交付、支援和管理客製化解决方案，以实现 IT 组织的业务目标。

主要亮点

  • 在瞬息万变的 IT 世界中，IT 服务管理 (ITSM) 的现状至关重要。它反映了企业提供和管理 IT 支援和服务方式的转变，这种转变是由技术突破和不断变化的业务动态所推动的。 ITSM 现在是一项策略要求，它推动营运绩效，改善员工支援和体验，并直接促进整体组织绩效，而不仅仅是一个支援角色。
  • 2023 年对于 IT 服务台来说将是至关重要的一年，突显了先前被忽视的特定需求。现在是 2024 年，ITSM 领域正在迅速变化。 IT服务管理的新趋势正在引起人们的关注，预示着员工IT支援和技术援助的进展。因此，IT 服务台经理必须随时了解最新的 ITSM 趋势及其潜在影响。
  • AITSM 运动代表了 GenAI 和现代自动化带来的重大转变。利用 GenAI，这种创新方法可以主动有效地自动化 IT 服务台内的 IT 请求、操作和任务。领先的组织目前正在采用 GenAI，这对 ITSM 产生了重大影响。当先进的 GenAI 整合到 IT 服务管理业务中时，企业可以从提高的生产力和解决各种 IT 相关问题的最佳实践中受益。
  • AITSM 提高了 IT 支援的效率和准确性，为更具回应能力、更积极主动的服务环境奠定了基础。它融合了智慧票证路由和预测问题解决等先进功能，可显着提高您的 IT 服务管理品质。企业使用 AITSM 的成功取决于他们利用生成性人工智慧的认知能力的能力，从而开创以创新、响应和效率为特征的 IT 服务管理新时代。
  • 新冠疫情对科技业产生了重大影响，扰乱了供应链价值链，并造成了大宗商品通膨的威胁。疫情也导致远距办公激增，并更加重视评估和降低端到端价值链中的风险，从而增加了对 IT 服务管理的需求。

IT服务管理市场趋势

IT和通讯领域预计将占据主要市场占有率

  • 现代化 IT 和通讯领域的 IT 服务管理是一种不断发展的方法。它弥合了传统内部部署和云端基础的IT 系统之间的差距。这提高了业务效率和效力。这种在整个企业内捕获、分析和共用资料的统一方式改善了内部 IT 员工和外部相关人员的体验。
  • 随着科技的快速进步，通讯业者不断注重创新。因此，我们专注于升级我们的基础设施，同时开发尖端解决方案来服务我们的客户，无论是技术创新、客户服务、基础设施设定或人力。
  • 此外，ITSM 解决方案为通讯业者提供了整个通讯、云端和软体授权组合中发票、费用、使用情况和资产的统一视图。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，同时降低整体成本并提高生产力（主要透过提高可见度）。此外，随着云端基础的模型的需求不断增长，IT 公司正专注于采用 ITSM。随着云端基础的生态系统的采用率不断提高，公司正在提供新的服务并扩大跨云端平台的伙伴关係。
  • 此外，整个 IT 企业的内容成长与新管道的增加和流程的变化是同步的。随着社群媒体和智慧型装置的兴起，ITSM 解决方案的普及预计将推动处理交易、业务和社交内容的需求，并实现跨各种数位管道的内容移动。
  • 据5G Americas称，5G用户成长预计将在可预见的未来持续，并在两年内达到30亿用户。其中包括未来两年的 6 亿份合约。

预计北美将占据很大市场份额

  • 该地区对 IT 服务解决方案的采用正在激增，以帮助组织提高效率并保持生产力。
  • 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绩效的通用视图，以易于理解的业务指标（时间）进行传达。这些指标对于第一线员工、经理和高阶主管来说很容易理解，并构成了企业范围解决方案的基础。
  • 此外，加拿大政府采用了「云端优先」策略，在启动 IT 投资、计画、策略和计划时，将云端服务确定并评估为主要交付选项。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 IT 更加灵活。
  • 最近的技术趋势，例如加强云端基础设施、支援物联网的生态系统以及日益增长的认知运算应用，为美国IT 产业带来了新的商业需求机会。
  • 旨在提高生产力、员工满意度和成本效益的 BYOD 政策的快速采用正在推动云端基础的ITSM 市场的成长。此类政策需要远端存取讯息，而云端基础的ITSM 解决方案可以轻鬆实现这一点。
  • 随着 COVID-19 疫情期间远距工作的开展，大多数组织也采取预防措施来保护他们为员工提供的行动装置和设备的安全。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防御者，加强对俄罗斯国家支持的网路威胁的认识和防御。该网路中心及其在美国和英国的合作伙伴正在建议采取主动的网路监控和缓解措施。

IT服务管理产业概况

IT 服务管理市场高度分散，主要参与者包括 IBM Corporation、ASG Technologies Group Inc.（Rocket Software）、Atlassian Corporation PLC、Micro Focus International PLC（Open Text Corporation）和 Broadcom Inc.。市场参与者正在采用联盟和收购等策略来加强其产品供应并获得永续的竞争优势。

  • 2023 年 10 月，安永和 IBM 联合宣布推出 EY.ai Workforce，这是一项创新的人力资源解决方案，使组织能够将人工智慧 (AI) 融入关键的人力资源业务流程。两家公司的这项合作标誌着人工智慧在提高人力资源生产力方面发挥了重要作用的里程碑。
  • 2023 年 11 月，Jira、Confluence 和 Bitbucket 等热门工具背后的公司 Atlassian Corporation 收购了主要企业的IT资料品管技术公司 AirTrack。此次收购是 Atlassian 持续努力帮助企业采用全面资产和配置管理方法的一部分。 AirTrack 和 Jira Service Management 的结合功能使企业能够更有效地追踪其所有关键资产，从而降低营运风险、成本和攻击面。

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

第一章 引言

  • 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

  • 市场概览
  • 产业吸引力－波特五力分析
    • 供应商的议价能力
    • 买家的议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争对手之间的竞争强度
  • COVID-19疫情对市场的影响评估

第五章市场动态

  • 市场驱动因素
    • 终端用户产业越来越多地采用更新的IT基础设施
    • 对管理和监控IT基础设施效能的整合平台的需求不断增加
  • 市场限制
    • ITSM 实施中的挑战以及服务等级协定中缺乏品质标准

第六章市场区隔

  • 按部署
    • 云
    • 本地
  • 按应用
    • 配置管理
    • 绩效管理
    • 网管
    • 资料库管理系统
    • 其他的
  • 按最终用户产业
    • BFSI
    • 製造业
    • 政府和教育
    • 资讯科技/通讯
    • 零售
    • 旅游与饭店
    • 卫生保健
    • 其他的
  • 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
    • 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 8 章 供应商竞争力

  • 供应商市场收益（2023年）
  • 供应商比较分析

第九章投资分析

第十章：投资分析市场未来前景

简介目录
Product Code: 65322

The ITSM Market size is estimated at USD 12.84 billion in 2025, and is expected to reach USD 27.81 billion by 2030, at a CAGR of 16.72% during the forecast period (2025-2030).

ITSM - Market - IMG1

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 current state of IT service management (ITSM) is highly significant in the ever-changing field of information technology. It reflects a turning point in how businesses deliver and manage their IT support and services, owing to technological breakthroughs and shifting business dynamics. ITSM is now a strategic requirement that promotes operational excellence, improves employee support and experience, and directly contributes to overall organizational performance rather than just being a support role.
  • The year 2023 was crucial for the IT service desk as it highlighted specific needs that were previously unnoticed but now require attention. In 2024, the ITSM (information technology) scene is rapidly changing. Emerging trends in IT service management are gaining prominence and heralding a revolution in employee IT support and technical assistance. Therefore, it is essential for IT service desk managers to stay updated with the latest ITSM trends and their potential impacts.
  • The trend of AITSM represents a significant change brought about by Generative AI and modern automation. By utilizing GenAI, this innovative method can proactively and efficiently automate IT requests, actions, and tasks within the IT service desk. Nowadays, leading organizations are adopting GenAI, which has a significant impact on ITSM. When advanced Generative AI is integrated into IT service management operations, businesses can benefit from increased productivity and best practices for resolving various IT-related issues.
  • AITSM enhances the efficiency and accuracy of IT support and establishes a foundation for a more responsive and proactive service environment. It incorporates advanced features such as intelligent ticket routing and predictive issue resolution, significantly improving IT service management quality. The success of companies that utilize AITSM will be determined by their ability to leverage the cognitive powers of Generative AI, enabling them to usher in a new era of IT service management characterized by innovation, responsiveness, and efficiency.
  • The COVID-19 pandemic significantly impacted the technology industry, caused disruptions in the supply chain value chain, and created threats of commodity inflation. The pandemic also led to a surge in remote work and a heightened focus on evaluating and reducing risks in the end-to-end value chain, which, in turn, fueled the demand for IT service management.

Information Technology Service Management Market Trends

The IT and Telecommunication Segment is Expected to Hold a Significant Market Share

  • Modernizing IT service management for IT and telecom sectors 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, the implementation of ITSM solutions helps telecom enterprises gain unified visibility into invoices, expenses, usage, and assets across their entire communications, cloud, and software license portfolio. Thus, it reduces overall costs and enhances 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 the 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 to handle 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 a Significant Share in the Market

  • The region is witnessing an influx in the adoption of IT service solutions to increase efficiency and maintain the productivity of organizations.
  • 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, where 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 COVID-19 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 Centre joins US and UK partners in recommending proactive network monitoring and mitigations.

Information Technology Service Management 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.

  • October 2023: EY and IBM jointly launched EY.ai Workforce, an innovative HR solution enabling organizations to integrate artificial intelligence (AI) into their key HR business processes. This collaboration between the companies is a significant milestone in the role of AI, which is aimed at increasing productivity within the HR function.
  • November 2023: Atlassian Corporation, the company behind popular tools like Jira, Confluence, and Bitbucket, acquired AirTrack, a leading IT data quality management technology provider. This acquisition is part of Atlassian's ongoing efforts to help businesses adopt a comprehensive asset and configuration management approach. By combining the capabilities of AirTrack and Jira Service Management, enterprises can keep track of all their critical assets more effectively, thereby reducing operational risks, costs, and attack surfaces.

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 the Impact of the COVID-19 Pandemic on the Market

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Rising Adoption of Updated IT Infrastructure Across 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 Systems
    • 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 and 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. LP )
    • 7.1.8 Freshworks Inc.
    • 7.1.9 Ivanti Inc.
    • 7.1.10 ServiceNow Inc.

8 VENDOR COMPETITIVENESS

  • 8.1 Vendor Market Revenue, 2023
  • 8.2 Vendor Comparative Analysis

9 INVESTMENT ANALYSIS

10 FUTURE OF THE MARKET