查看購物車
  • Simplified Chinese
  • English
  • Japanese
封面
市場調查報告書
商品編碼
1643228

雲端 IT 服務管理 (ITSM)：市場佔有率分析、產業趨勢與統計、成長預測（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個工作天內

價格

※ 本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

簡介目錄

預計 2025 年雲端 IT 服務管理 (ITSM) 市場規模為 49.9 億美元，到 2030 年將達到 56 億美元，預測期內（2025-2030 年）的複合年成長率為 2.33%。

雲端資訊技術服務管理 (ITSM)-市場-IMG1

雲端處理的出現對企業的運作方式產生了重大影響。透過降低IT基礎設施成本，擴大採用雲端解決方案正在帶來營運模式的改變。雲端解決方案使公司能夠專注於其核心業務能力。

主要亮點

  • 支援各種通用和專用業務應用程式的雲端服務的廣泛可用性正在加速企業向數位化企業的轉型。當您使用雲端服務時，服務提供者的 IT 服務管理 (ITSM) 流程將成為您組織的延伸，從而創建重要的流程依賴關係。必須謹慎地整合和管理這種依賴關係，以避免為企業的 IT 營運帶來時間延遲、不必要的複雜性、安全漏洞和風險。
  • 新興企業和中小型企業擴大採用雲端基礎的應用程式，從而推動了雲端 IT 服務管理行業的發展。雲端基礎的應用程式幫助企業降低IT基礎設施的營運成本，提高可擴展性、協作效率、工作流程靈活性、企業穩定性等。
  • 雲端ITMS解決方案和服務與先進的人工智慧（AI）平台的整合是雲端IT服務管理（ITSM）產業的發展趨勢之一。此AI平台將使企業能夠實現廣泛的IT和企業管理服務的自動化，同時提供擴充性的雲端平台。
  • 雲端 ITMS 提供了多種好處，但大多數最終用戶並不知道它的可用性。此外，在網路攻擊日益增多的新興國家，對個人資料和業務營運的安全疑慮預計會阻礙市場擴張。
  • 由於遠距辦公的增加和企業數位轉型的擴展，COVID-19 疫情對市場產生了有利影響。企業希望業務流程無縫、高效並且可以從任何地方存取。此外，許多企業已經完成了數位轉型，而一些企業則決定完全遠距辦公或混合模式運作。因此，IT 團隊可以預期內部 IT 支援和雲端 ITSM 的需求將激增，從而推動受調查市場的成長。
  • 總體而言，疫情刺激了雲端 ITSM 市場的發展，隨著大多數組織轉向混合工作模式，預計疫情過後市場也將顯著成長。此外，由於採用雲端 ITSM 工具而增強的支援和服務也可能繼續成為疫情後推動受調查市場發展的關鍵因素。

雲端 IT 服務管理 (ITSM) 市場趨勢

企業轉向基於雲端基礎的技術推動市場

  • IT基礎設施格局正在快速改變。各行各業的終端用戶都在努力平衡IT基礎設施能力和成本控制。未來的技術採用計劃專注於擁抱新興技術的企業，這些技術有望在尋求取代過時的基礎設施時實現指數級成長。谷歌和 AWS 等公有雲巨頭具有按需動態、大規模可擴展性的需求。
  • 使用雲端服務的公司只需為臨時使用的資源付費，而不必購買、編程和維護長期未使用的額外資源或設備。這使得公司能夠最大限度地減少非收益成本。因此，雲端 ITSM 工具正在經歷快速成長。
  • 雲端基礎的ITSM 解決方案是技術生態系統中最好的省力發明之一。透過為海量資料提供安全的空間，我們的雲端 ITSM 服務交付計畫可為您節省IT基礎設施成本，並騰出時間專注於您的核心商務策略。
  • 根據 Hashicorp 的預測，2021 年 90% 的大型企業將採用多重雲端，預計到 2023 年將達到 94%。因此，雲端基礎的日益普及對於所調查的市場來說具有巨大的潛力。
  • 此外，將遺留應用程式遷移到雲端也是未來幾年流行的 ITSM 策略之一。此 ITSM 解決方案簡化了 IT 操作並有效解決了安全漏洞。根據 Spiceworks Ziff Davis《2022 年 IT 狀況》報告，約 44% 的企業預計 5G 技術將成為 2022 年領先的 IT 能力。 54% 的受訪企業認為物聯網將成為主要的預算促進因素。因此，隨著所有這些技術的發展，雲端基礎的ITSM 解決方案可能會在所調查的市場中見證成長。
  • 此外，2022 年 5 月，領先的 ServiceNow 語音和雲端客服中心解決方案供應商 CLogic 宣布，美國最大的全方位服務餐廳連鎖店專利權經營商之一 Denny's 已採用其平台。此次技術合作將為 Denny's 的 3,000 多名員工和 1,600 多家門市提供 IT 技術服務、客戶服務和人力業務營運支援。

預計北美將佔很大佔有率

  • 北美是雲端 ITSM 的主要市場，這得益於該地區雲端技術的採用率高以及終端用戶產業對改進 IT 服務的需求日益成長。根據Site24*7發布的IT管理調查報告，62%的受訪者認為「易於管理」是遷移到雲端的最大因素，緊隨其後的是「業務永續營運」（60%）和「擴充性」（59%）。
  • 此外，2022 年 3 月發布的一份報告《混合雲採用調查》調查了 900 多名 IT 專業人士，該報告表明，大多數企業 (93%) 將在五年內採用混合雲和本地解決方案或完全遷移到雲端。此項調查主要在北美和歐洲進行，43.8%的受訪者來自北美。因此，向雲端平台的轉變可能會在未來幾年推動對 IT 服務管理解決方案的需求。
  • 此外，該地區在雲端 ITSM 供應商方面擁有強大的立足點，促進了市場成長。 IBM 公司、ServiceNow Inc.、BMC Software Inc. 等
  • 該地區正在加速採用IT服務解決方案來幫助組織提高效率並維持生產力。它已被各大 IT 和通訊公司、BFSI 和政府組織所採用。
  • 此外，加拿大政府採用了「雲端優先」策略，在啟動資訊技術投資、舉措、策略和計劃時，確定和評估雲端服務作為主要交付選項。雲端運算還有望使加拿大政府能夠利用私人供應商的創新，並使其資訊技術更加靈活。

雲端 IT 服務管理 (ITSM) 產業概覽

雲端 IT 服務管理 (ITSM) 市場高度分散，主要參與者包括 IBM Corporation、BMC Software Inc.、Micro Focus International PLC、Atlassian Inc. 和 ASG Technologies Group, Inc.除了在其基於雲端的 ITSM 產品的版本上添加新功能外，市場上的公司還採用夥伴關係、創新和收購等策略來加強其產品供應並獲得永續的競爭優勢。

  • 2022 年 5 月－IBM 宣布已與亞馬遜網路服務公司 (AWS) 簽署策略合作協議 (SCA)，以在 AWS 上以軟體即服務 (SaaS) 的形式提供廣泛的軟體目錄。該協議是 IBM 與 AWS 之間達成的首份協議，將使客戶能夠快速輕鬆地存取 IBM 軟體，這些軟體涵蓋自動化、資料和 AI、安全性和永續性，這些功能基於 AWS 上的 Red Hat OpenShift 服務 (ROSA) 建置並在 AWS 上以雲端原生方式運作。
  • 2022 年 5 月 - ServiceNow 宣布改善服務營運管理、低程式碼管治和政府服務的關鍵解決方案。服務營運工作區：將服務和營運資料整合到單一體驗中，為跨團隊提供對問題的共用可見性；應用引擎管理中心：統一低程式碼開發的管治。公共部門數位服務：改善政府服務。

其他福利：

  • Excel 格式的市場預測 (ME) 表
  • 3 個月的分析師支持

目錄

第 1 章 簡介

  • 研究假設和市場定義
  • 研究範圍

第2章調查方法

第3章執行摘要

第4章 市場洞察

  • 市場概況
  • 產業吸引力－波特五力分析
    • 新進入者的威脅
    • 購買者/消費者的議價能力
    • 供應商的議價能力
    • 替代品的威脅
    • 競爭對手之間的競爭強度
  • COVID-19 市場影響評估

第5章 市場動態

  • 市場促進因素
    • 企業轉向基於雲端基礎的技術
    • 透過整合 AI 功能提高可用性
  • 市場限制
    • 資料所有權、安全和保障問題

第6章 市場細分

  • 按應用
    • 配置管理
    • 績效管理
    • 網管
    • 資料庫管理系統
    • 其他用途
  • 按最終用戶產業
    • BFSI
    • 資訊科技/通訊
    • 零售
    • 衛生保健
    • 其他終端使用者產業（製造業、旅遊及餐旅服務業、政府及教育業）
  • 按地區
    • 北美洲
    • 歐洲
    • 亞太地區
    • 拉丁美洲
    • 中東和非洲

第7章 競爭格局

  • 公司簡介
    • 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章投資分析

第9章：市場的未來

簡介目錄
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