云端 ITSM 市场规模、份额和成长分析（按产品、部署模式、组织规模、最终用途产业和地区）- 2025-2032 年产业预测

预计 2023 年全球云端 ITSM 市场规模将达到 81 亿美元，并从 2024 年的 94.3 亿美元成长到 2032 年的 317.7 亿美元，预测期内（2025-2032 年）的复合年增长率为 16.4%。

随着越来越多的企业采用云端基础的解决方案来满足其 IT 服务需求，全球云端 IT 服务管理 (ITSM) 市场正在经历显着成长。这种快速成长是由灵活、扩充性且经济高效的云端 ITSM 所推动的。在数位转型日益激烈、远距办公需求日益增加以及 IT 效率不断提高的背景下，云端 ITSM 可协助企业优化业务并改善服务交付。该市场提供一系列服务，从事件和问题管理到资产管理，实现流程自动化并改善 IT 团队之间的协作。主要企业正在利用人工智慧和机器学习等先进技术进行创新，从而出现了满足不同组织需求的混合 ITSM 解决方案，最终改善了员工和客户的使用者体验。

目录

介绍

• 调查目的
• 研究范围
• 定义

调查方法

• 资讯采购
• 次要和主要资料方法
• 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
• 宏观经济指标
• 价值链分析
• 定价分析
• 监管格局
• 案例研究

云端 ITSM 市场规模（按产品和复合年增长率） (2025-2032)

• 市场概况
• 解决方案
  • 服务组合管理
  • 配置和变更管理
  • 服务台软体
  • 营运与绩效管理
  • 仪錶板报告分析
• 服务
  • 专业服务
  • 託管服务

云端 ITSM 市场规模（按部署模式和复合年增长率） (2025-2032)

• 市场概况
• 公共云端
• 私有云端
• 混合云端

云端 ITSM 市场规模（按组织规模和复合年增长率） (2025-2032)

• 市场概况
• 中小型企业
• 大型企业

云端 ITSM 市场规模（按最终用途产业和复合年增长率） (2025-2032)

• 市场概况
• BFSI
• 教育
• 能源与公共产业
• 政府和公共部门
• 医疗保健和生命科学
• IT 和 ITeS
• 製造业
• 媒体与娱乐
• 零售和消费品
• 通讯
• 其他的

云端 ITSM 市场规模（按地区）及复合年增长率（2025-2032）

• 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
  • 公司详细信息
  • 产品系列分析
  • 公司分部份额分析
  • 收益与前一年同期比较对比（2022-2024 年）

主要企业简介

• 4ME（Netherlands）
• Aisera（United States）
• Atlassian（Australia）
• BMC Software（United States）
• Broadcom（United States）
• EasyVista（France）
• Efecte（Finland）
• Freshworks（United States）
• GOTO（United States）
• HaloITSM（United Kingdom）
• Hornbill（United Kingdom）
• IBM（United States）
• InvGate（Argentina）

结论和建议

Global Cloud ITSM Market size was valued at USD 8.1 billion in 2023 and is poised to grow from USD 9.43 billion in 2024 to USD 31.77 billion by 2032, growing at a CAGR of 16.4% during the forecast period (2025-2032).

The global cloud IT service management (ITSM) market is witnessing substantial growth as organizations increasingly embrace cloud-based solutions for their IT service needs. This surge is fueled by the flexibility, scalability, and cost-effectiveness of Cloud ITSM, which allows businesses to optimize operations and improve service delivery amidst a backdrop of rising digital transformation, remote work demands, and a push for greater IT efficiency. The market features a variety of services, from incident and problem management to asset management, enabling automation of processes and enhancing collaboration between IT teams. Key players are innovating with advanced technologies, including AI and machine learning, and hybrid ITSM solutions are emerging to meet diverse organizational requirements, ultimately enhancing user experiences for both employees and customers.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global 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 ITSM Market Segments Analysis

Global Cloud ITSM Market is segmented by Offering, Deployment Mode, Organization Size, End Use Industry and region. Based on Offering, the market is segmented into Solutions and Services. Based on Deployment Mode, the market is segmented into Public Cloud, Private Cloud and Hybrid Cloud. Based on Organization Size, the market is segmented into SMEs and Large Enterprises. Based on End Use Industry, the market is segmented into BFSI, Education, Energy & Utilities, Government & Public Sector, Healthcare & Life Sciences, IT & ITeS, Manufacturing, Media & Entertainment, Retail & Consumer Goods, Telecommunications 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 ITSM Market

The Global Cloud IT Service Management (ITSM) market is significantly driven by the advantages of cloud-based ITSM solutions, which provide businesses with the necessary scalability and flexibility to respond to dynamic requirements and workloads. With the ability to seamlessly adjust ITSM resources as demands fluctuate, organizations benefit from the removal of constraints imposed by traditional physical infrastructure. This inherent agility not only enhances the efficiency of service delivery but also ensures that support systems remain aligned with the ever-evolving needs of the business, facilitating better management of IT services in a rapidly changing environment.

Restraints in the Global Cloud ITSM Market

Despite significant investments in security by Cloud ITSM providers, apprehensions regarding data breaches, unauthorized access, and potential data loss continue to loom. Organizations often exhibit reluctance to transition sensitive ITSM processes and data to the cloud, primarily driven by fears surrounding security vulnerabilities and the complexities of compliance. This hesitation can hinder the widespread adoption of Cloud ITSM solutions, as businesses weigh the perceived risks against the benefits of migrating their operations to cloud-based platforms. As a result, these concerns act as a substantial barrier to growth within the global Cloud ITSM market, limiting its potential development and expansion.

Market Trends of the Global Cloud ITSM Market

The Global Cloud IT Service Management (ITSM) market is currently experiencing a notable trend towards hybrid cloud adoption, as organizations increasingly seek to optimize their IT service management processes by combining on-premises infrastructure with public and private cloud resources. This hybrid model offers remarkable flexibility, scalability, and cost-efficiency, empowering businesses to align their IT operations with specific needs while addressing regulatory and data security challenges. Consequently, Cloud ITSM providers are prioritizing the development of robust integration and management solutions tailored for hybrid environments. Such advancements ensure that organizations can efficiently oversee their IT services across diverse cloud models, further driving the market's growth trajectory.

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
• Regulatory Landscape
• Case Studies

Global Cloud ITSM Market Size by Offering & CAGR (2025-2032)

• Market Overview
• Solutions
  • Service Portfolio Management
  • Configuration & Change Management
  • Service Desk Software
  • Operations & Performance Management
  • Dashboard, Reporting & Analytics
• Services
  • Professional Services
  • Managed Services

Global Cloud ITSM Market Size by Deployment Mode & CAGR (2025-2032)

• Market Overview
• Public Cloud
• Private Cloud
• Hybrid Cloud

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

• Market Overview
• SMEs
• Large Enterprises

Global Cloud ITSM Market Size by End Use Industry & CAGR (2025-2032)

• Market Overview
• BFSI
• Education
• Energy & Utilities
• Government & Public Sector
• Healthcare & Life Sciences
• IT & ITeS
• Manufacturing
• Media & Entertainment
• Retail & Consumer Goods
• Telecommunications
• Others

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

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

• 4ME (Netherlands)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Aisera (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Atlassian (Australia)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• BMC Software (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Broadcom (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• EasyVista (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Efecte (Finland)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Freshworks (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• GOTO (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• HaloITSM (United Kingdom)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Hornbill (United Kingdom)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM (United States)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• InvGate (Argentina)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations