云端 IT 服务管理 (云端 ITSM) 市场规模、份额、成长分析，按组织规模、按部署模式、按最终用户产业、按地区 - 产业预测，2025 年至 2032 年

全球云端 IT 服务管理 (Cloud ITSM) 市场规模预计到 2023 年将达到 97 亿美元，从 2024 年的 110.4 亿美元成长到 2032 年的 310.5 亿美元，预测期内（2025-2032 年）的复合年增长率为 13.8%。

云端 IT 服务管理因其诸多优势而越来越受到关注，包括提高效率、降低营运成本和简化 IT 变更实施。这些解决方案提高了业务和绩效的可见性，同时透过标准化和更好地与业务功能协调来提高课责。此外，它还可以提高自助服务效率、增强客户体验、改善沟通管道并最终提高您的 ITSM 投资回报率。然而，许多框架缺乏扩充性，并且与特定作业系统和平台的兼容性问题会阻碍其有效性。随着企业优先考虑设备的远端和数位化管理，情况不断发展，需要仔细考虑对 ITSM 采用的长期影响。

目录

介绍

• 调查目的
• 研究范围
• 定义

调查方法

• 资讯采购
• 次要和资料资料
• 市场规模预测
• 市场假设与限制

执行摘要

• 全球市场展望
• 供需趋势分析
• 细分市场机会分析

市场动态及展望

• 市场概况
• 市场规模
• 市场动态
  • 驱动因素和机会
  • 限制与挑战
• 波特的分析

主要市场考察

• 关键成功因素
• 竞争程度
• 主要投资机会
• 市场生态系统
• 市场吸引力指数（2024 年）
• PESTEL 分析
• 总体经济指标
• 价值链分析
• 定价分析
• 技术进步
• 案例研究

云端 IT 服务管理 (云端 ITSM) 市场规模（按组织规模）

• 市场概况
• 大型企业
• 中小企业

云端 IT 服务管理 (云端 ITSM) 市场规模（按部署模式）

• 市场概况
• 公共云端
• 私有云端
• 混合云端

云端 IT 服务管理 (云端 ITSM) 市场规模（按最终用户产业）

• 市场概况
• BFSI
• 资讯科技和通讯
• 政府和公共部门
• 零售和消费品
• 医疗保健和生命科学
• 製造业
• 能源和公共
• 媒体与娱乐
• 其他的

云端 IT 服务管理 (云端 ITSM) 市场规模

• 北美洲
  • 美国
  • 加拿大
• 欧洲
  • 德国
  • 西班牙
  • 法国
  • 英国
  • 义大利
  • 其他欧洲国家地区
• 亚太地区
  • 中国
  • 印度
  • 日本
  • 韩国
  • 其他亚太地区
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲国家
• 中东和非洲
  • 海湾合作委员会国家
  • 南非
  • 其他中东和非洲地区

竞争资讯

• 前 5 家公司对比
• 主要企业市场定位（2024年）
• 主要市场参与者所采用的策略
• 近期市场趋势
• 公司市场占有率分析（2024 年）
• 主要企业简介
  • 公司简介
  • 产品系列分析
  • 按细分市场分析市场份额
  • 收益与前一年同期比较（2022-2024 年）

主要企业简介

• ServiceNow（United States）
• Atlassian Corporation（Australia）
• Broadcom Inc.（United States）
• International Business Machines Corporation（IBM）（United States）
• Microsoft Corporation（United States）
• Oracle Corporation（United States）
• SAP SE（Germany）
• Salesforce, Inc.（United States）
• Freshworks Inc.（United States）
• Zoho Corporation（India）
• Ivanti（United States）
• SolarWinds Corporation（United States）
• ManageEngine（India）
• Micro Focus International plc（United Kingdom）
• CA Technologies（United States）
• Cherwell Software（United States）
• BMC Software（United States）
• Hewlett Packard Enterprise（HPE）（United States）
• Splunk Inc.（United States）
• Serviceaide, Inc.（United States）

结论和建议

Global Cloud IT Service Management (Cloud ITSM) Market size was valued at USD 9.7 billion in 2023 and is poised to grow from USD 11.04 billion in 2024 to USD 31.05 billion by 2032, growing at a CAGR of 13.8% during the forecast period (2025-2032).

Cloud IT Service Management (Cloud ITSM) is gaining traction due to its numerous benefits, including enhanced efficiency, reduced operational costs, and streamlined IT change implementations. These solutions foster improved accountability through standardization and better alignment with business functions while offering greater visibility into operations and performance. Additionally, they drive increased self-service productivity, enhance customer experiences, improve communication channels, and ultimately generate a stronger ROI on ITSM investments. However, compatibility issues with certain operating systems and platforms can hinder effectiveness, as many frameworks lack scalability. As organizations prioritize remote and digital management of devices, the landscape continues to evolve, necessitating careful consideration of long-term implications for ITSM adoption.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Cloud It Service Management (Cloud Itsm) market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Cloud It Service Management (Cloud Itsm) Market Segmental Analysis

Global Cloud IT Service Management (Cloud ITSM) Market is segmented by Organization Size, Deployment Model, End-User Industry and region. Based on Organization Size, the market is segmented into Large enterprises and SME. Based on Deployment Model, the market is segmented into Public cloud, Private cloud and Hybrid cloud. Based on End-User Industry, the market is segmented into BFSI, IT & telecom, Government & Public Sector, Retail & Consumer Goods, Healthcare & Life Sciences, Manufacturing, Energy & utilities, Media and entertainment and Others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Cloud It Service Management (Cloud Itsm) Market

The Global Cloud IT Service Management (Cloud ITSM) market is experiencing significant growth driven by the increasing adoption of cloud-based technologies. As more businesses transition to the cloud, opportunities for cloud ITSM vendors are expanding, particularly for small and medium-sized enterprises (SMEs) that find cloud solutions simpler and more cost-effective compared to traditional, complex on-premise systems. Larger enterprises are also leveraging cloud-based ITSM solutions to enhance their IT resource management, ensuring alignment with actual business needs. This shift towards cloud services is fostering market expansion, as the popularity and availability of these solutions continue to rise.

Restraints in the Global Cloud It Service Management (Cloud Itsm) Market

The Global Cloud IT Service Management (Cloud ITSM) market faces significant restraints, primarily due to privacy concerns that impede its growth. In today's digital landscape, businesses that handle sensitive data are prime targets for cybercriminals, as compromising critical information can lead to numerous challenges. The need to maintain privacy and confidentiality is paramount for organizations, resulting in apprehension towards migrating data and operations to the cloud. Consequently, many companies opt for on-premise ITSM solutions instead, which directly impacts the expansion and adoption of cloud ITSM offerings. This reluctance ultimately hampers the overall growth potential of the Cloud ITSM market.

Market Trends of the Global Cloud It Service Management (Cloud Itsm) Market

The Global Cloud IT Service Management (Cloud ITSM) market is witnessing a significant trend driven by the increasing adoption among SMEs and startups. This shift towards cloud-based ITSM solutions primarily stems from the compelling need to minimize capital expenditure (CapEx) and operational expenditure (OpEx) associated with traditional on-premise setups. Startups, often constrained by resource limitations, find cloud ITSM solutions attractive due to their scalable, cost-efficient nature, which negates the burdens of extensive IT infrastructure investments. As businesses prioritize flexibility and efficiency, the demand for cloud ITSM continues to grow, transforming the landscape of IT service management across various sectors.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Technological Advancement
• Case Studies

Global Cloud IT Service Management (Cloud ITSM) Market Size by Organization Size & CAGR (2025-2032)

• Market Overview
• Large enterprises
• SME

Global Cloud IT Service Management (Cloud ITSM) Market Size by Deployment Model & CAGR (2025-2032)

• Market Overview
• Public cloud
• Private cloud
• Hybrid cloud

Global Cloud IT Service Management (Cloud ITSM) Market Size by End-User Industry & CAGR (2025-2032)

• Market Overview
• BFSI
• IT & telecom
• Government & Public Sector
• Retail & Consumer Goods
• Healthcare & Life Sciences
• Manufacturing
• Energy & utilities
• Media and entertainment
• Others

Global Cloud IT Service Management (Cloud ITSM) Market Size & CAGR (2025-2032)

• North America (Organization Size, Deployment Model, End-User Industry)
  • US
  • Canada
• Europe (Organization Size, Deployment Model, End-User Industry)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Organization Size, Deployment Model, End-User Industry)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Organization Size, Deployment Model, End-User Industry)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Organization Size, Deployment Model, End-User Industry)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• ServiceNow (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Atlassian Corporation (Australia)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Broadcom Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• International Business Machines Corporation (IBM) (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft Corporation (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle Corporation (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP SE (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Salesforce, Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Freshworks Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zoho Corporation (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Ivanti (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SolarWinds Corporation (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• ManageEngine (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Micro Focus International plc (United Kingdom)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• CA Technologies (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cherwell Software (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• BMC Software (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Hewlett Packard Enterprise (HPE) (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Splunk Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Serviceaide, Inc. (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations