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ITSM：市場佔有率分析、產業趨勢和統計數據、成長預測（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個工作天內

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簡介目錄

預計 2025 年 ITSM 市場規模為 128.4 億美元，到 2030 年將達到 278.1 億美元，預測期內（2025-2030 年）的複合年成長率為 16.72%。

ITSM-市場-IMG1

IT 服務管理 (ITSM) 定義了所有與 IT 相關的活動，包括建立、交付、支援和管理客製化解決方案，以實現 IT 組織的業務目標。

主要亮點

  • 在瞬息萬變的 IT 世界中，IT 服務管理 (ITSM) 的現狀至關重要。它反映了企業提供和管理 IT 支援和服務方式的轉變，這種轉變是由技術突破和不斷變化的業務動態所推動的。 ITSM 現在是一項策略要求，它推動營運績效，改善員工支援和體驗，並直接促進整體組織績效，而不僅僅是一個支援角色。
  • 2023 年對於 IT 服務台來說將是至關重要的一年，突顯了先前被忽視的特定需求。現在是 2024 年，ITSM 領域正在迅速變化。 IT服務管理的新趨勢正在引起人們的關注，預示著員工IT支援和技術援助的進展。因此，IT 服務台經理必須隨時了解最新的 ITSM 趨勢及其潛在影響。
  • AITSM 運動代表了 GenAI 和現代自動化帶來的重大轉變。利用 GenAI，這種創新方法可以主動有效地自動化 IT 服務台內的 IT 請求、操作和任務。領先的組織目前正在採用 GenAI，這對 ITSM 產生了重大影響。當先進的 GenAI 整合到 IT 服務管理業務中時，企業可以從提高的生產力和解決各種 IT 相關問題的最佳實踐中受益。
  • AITSM 提高了 IT 支援的效率和準確性，為更具回應能力、更積極主動的服務環境奠定了基礎。它融合了智慧票證路由和預測問題解決等先進功能，可顯著提高您的 IT 服務管理品質。企業使用 AITSM 的成功取決於他們利用生成性人工智慧的認知能力的能力，從而開創以創新、響應和效率為特徵的 IT 服務管理新時代。
  • 新冠疫情對科技業產生了重大影響，擾亂了供應鏈價值鏈，並造成了大宗商品通膨的威脅。疫情也導致遠距辦公激增，並更加重視評估和降低階到端價值鏈中的風險，從而增加了對 IT 服務管理的需求。

IT服務管理市場趨勢

IT和通訊領域預計將佔據主要市場佔有率

  • 現代化 IT 和通訊領域的 IT 服務管理是一種不斷發展的方法。它彌合了傳統內部部署和雲端基礎的IT 系統之間的差距。這提高了業務效率和效力。這種在整個企業內捕獲、分析和共用資料的統一方式改善了內部 IT 員工和外部相關人員的體驗。
  • 隨著科技的快速進步，通訊業者不斷注重創新。因此，我們專注於升級我們的基礎設施，同時開發尖端解決方案來服務我們的客戶，無論是技術創新、客戶服務、基礎設施設定或人力。
  • 此外，ITSM 解決方案為通訊業者提供了整個通訊、雲端和軟體授權組合中發票、費用、使用情況和資產的統一視圖。因此，它提供了一套細粒度的流程來管理您現有的IT基礎設施，同時降低整體成本並提高生產力（主要透過提高可見度）。此外，隨著雲端基礎的模型的需求不斷成長，IT 公司正專注於採用 ITSM。隨著雲端基礎的生態系統的採用率不斷提高，公司正在提供新的服務並擴大跨雲端平台的夥伴關係。
  • 此外，整個 IT 企業的內容成長與新管道的增加和流程的變化是同步的。隨著社群媒體和智慧型裝置的興起，ITSM 解決方案的普及預計將推動處理交易、業務和社交內容的需求，並實現跨各種數位管道的內容移動。
  • 據5G Americas稱，5G用戶成長預計將在可預見的未來持續，並在兩年內達到30億用戶。其中包括未來兩年的 6 億份合約。

預計北美將佔據很大市場佔有率

  • 該地區對 IT 服務解決方案的採用正在激增，以幫助組織提高效率並保持生產力。
  • 數位績效管理提供績效洞察並實現即時、閉合迴路問題解決。數位績效管理提供了績效的通用視圖，以易於理解的業務指標（時間）進行傳達。這些指標對於第一線員工、經理和高階主管來說很容易理解，並構成了企業範圍解決方案的基礎。
  • 此外，加拿大政府採用了「雲端優先」策略，在啟動 IT 投資、計畫、策略和計劃時，將雲端服務確定並評估為主要交付選項。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 IT 更加靈活。
  • 最近的技術趨勢，例如加強雲端基礎設施、支援物聯網的生態系統以及日益成長的認知運算應用，為美國IT 產業帶來了新的商業需求機會。
  • 旨在提高生產力、員工滿意度和成本效益的 BYOD 政策的快速採用正在推動雲端基礎的ITSM 市場的成長。此類政策需要遠端存取訊息，而雲端基礎的ITSM 解決方案可以輕鬆實現這一點。
  • 隨著 COVID-19 疫情期間遠距工作的開展，大多數組織也採取預防措施來保護他們為員工提供的行動裝置和設備的安全。加拿大網路安全中心鼓勵加拿大網路安全界，特別是關鍵基礎設施網路防御者，加強對俄羅斯國家支持的網路威脅的認知和防禦。該網路中心及其在美國和英國的合作夥伴正在建議採取主動的網路監控和緩解措施。

IT服務管理產業概況

IT 服務管理市場高度分散，主要參與者包括 IBM Corporation、ASG Technologies Group Inc.（Rocket Software）、Atlassian Corporation PLC、Micro Focus International PLC（Open Text Corporation）和 Broadcom Inc.。市場參與者正在採用聯盟和收購等策略來加強其產品供應並獲得永續的競爭優勢。

  • 2023 年 10 月，安永和 IBM 聯合宣布推出 EY.ai Workforce，這是一項創新的人力資源解決方案，使組織能夠將人工智慧 (AI) 融入關鍵的人力資源業務流程。兩家公司的這項合作標誌著人工智慧在提高人力資源生產力方面發揮了重要作用的里程碑。
  • 2023 年 11 月，Jira、Confluence 和 Bitbucket 等熱門工具背後的公司 Atlassian Corporation 收購了主要企業的IT資料品管技術公司 AirTrack。此次收購是 Atlassian 持續努力幫助企業採用全面資產和配置管理方法的一部分。 AirTrack 和 Jira Service Management 的結合功能使企業能夠更有效地追蹤其所有關鍵資產，從而降低營運風險、成本和攻擊面。

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 引言

  • 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

  • 市場概覽
  • 產業吸引力－波特五力分析
    • 供應商的議價能力
    • 買家的議價能力
    • 新進入者的威脅
    • 替代品的威脅
    • 競爭對手之間的競爭強度
  • COVID-19疫情對市場的影響評估

第5章市場動態

  • 市場促進因素
    • 終端用戶產業擴大採用更新的IT基礎設施
    • 對管理和監控IT基礎設施效能的整合平台的需求不斷增加
  • 市場限制
    • ITSM 實施中的挑戰以及服務等級協定中缺乏品質標準

第6章市場區隔

  • 按部署
    • 雲
    • 本地
  • 按應用
    • 配置管理
    • 績效管理
    • 網管
    • 資料庫管理系統
    • 其他
  • 按最終用戶產業
    • BFSI
    • 製造業
    • 政府和教育
    • 資訊科技/通訊
    • 零售
    • 旅遊與飯店
    • 衛生保健
    • 其他
  • 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
    • 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 供應商競爭力

  • 供應商市場收益（2023年）
  • 供應商比較分析

第9章投資分析

第10章：投資分析市場未來前景

簡介目錄
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