印度IT服務管理：市場佔有率分析、產業趨勢與統計、成長預測（2026-2031年）

根據 Mordor Intelligence 預測，印度 IT 服務管理市場在 2025 年的價值將達到 5.2 億美元，並將在 2026 年至 2031 年期間以 24.08% 的複合年成長率成長，到 2031 年達到 19.1 億美元。

本報告按元件（解決方案和服務）、部署方式（雲端、本地部署、混合部署）、應用領域（服務台和事件管理、資產和配置管理等）、最終用戶行業（銀行、金融服務和保險、製造業等）以及企業規模（大型企業、中小企業）進行細分。市場預測以美元計價。

印度IT服務管理市場的趨勢與洞察

向人工智慧驅動的服務營運轉型將重組交付模式。

印度IT服務管理市場正從基於規則的服務回應轉向人工智慧主導的服務運營，後者能夠識別、路由和解決事件，同時顯著減輕人工工作負擔。 Freshworks的報告顯示，人工智慧驅動的IT服務管理團隊將工單解決時間縮短了76.6%，並將首次回應時間提高了41.1%，同時，印度客戶滿意度在2024年至2025年間從97.4%上升至97.83%。這種轉變也改變了服務台團隊的角色。基本的工單處理正變得越來越自動化，而人工人員則專注於異常處理、知​​識庫整理和更複雜的支援任務。 Atlassian公司發布了“Rovo Service Agent”，這是一種工作流程，允許在Jira Service Management中製定執行計劃、跨互連系統執行操作並關閉請求，而無需將使用者遷移到其他工具。這些功能在印度IT服務管理市場至關重要，因為企業不再只是為了記錄和報告工單而購買平台。企業越來越傾向於選擇能夠在運作中營運環境中支援自主操作的平台，從而縮短從問題發現到解決的過程。

GCC標準化正在推動企業範圍內的ITSM整合。

印度的IT服務管理市場也得益於其全球容量中心的規模和成熟度。截至2024年，印度擁有約2975個全球容量中心，隨著這些中心承擔更多產品開發、人工智慧、網路安全和工程任務，預計到2029年，這些基礎設施創造的價值將持續成長。這些中心需要在分散式團隊中採用標準化的服務流程，這推動了對符合ITIL標準的平台的需求，這些平台能夠支援管治、工作流程一致性和全球服務規則。這種影響不僅限於中心本身，供應商和服務合作夥伴通常也需要相容的服務實踐才能在大規模的交付生態系統中運營，從而進一步擴大了連鎖反應。 《2025-2026年經濟調查》也指出，海灣合作理事會（GCC）的擴張正在從主要大都會圈擴展到二線和三線城市，擴大了企業IT服務需求的地理基礎。由於需求不僅與軟體更新周期相關，還與提供企業服務的企業發展範圍的擴大相關，因此這將是長期支撐印度IT服務管理市場的因素之一。

遷移舊有系統的複雜性和成本限制了遷移速度。

印度IT服務管理市場仍有大量遺留系統，這限制了平台全面替換的步伐。許多大型企業和政府機構仍在運行高度客製化的服務系統，這些系統多年來建立了工作流程規則、核准邏輯和服務目錄。這使得遷移變得困難，因為買家不僅希望遷移工單數據，還希望在不中斷服務的情況下遷移業務關鍵型營運邏輯。此外，公共部門和政府機構的核准週期通常較長，這延長了檢驗新平台和最終確定替換決策所需的時間。因此，印度IT服務管理市場的發展速度正在放緩，因為對於某些客戶而言，即使新平台在技術上更勝一籌，遷移風險也可能超過功能升級帶來的效益。因此，在複雜的客戶環境中，能夠提供遷移工具、分階段遷移方法和低風險部署模式的供應商更有可能贏得替換專案。

細分市場分析

到2025年，解決方案將佔據印度IT服務管理市場佔有率的63.72%。這表明，買家仍然將大部分支出分配給能夠集中管理服務台、資產、變更和知識工作流程的核心平台。這一趨勢反映了大型企業和海灣主導（GCC）營業單位更傾向於整合式環境，而非分散的工具，因為後者會造成管治漏洞。印度IT服務管理市場的領先平台供應商正在利用這一趨勢，將多模組套件定位為建立長期客戶關係的預設入口點。這種方法也為供應商提供了隨著時間推移提升客戶價值的空間，因為一旦底層平台建立起來，就可以添加相鄰功能，而無需討論完全替換。在印度IT服務管理產業，這有利於那些能夠在單一營運模式下支援各種工作流程並在大規模的用戶群中保持策略一致性的公司。

預計到2031年，服務市場將以26.31%的複合年成長率成長，這表明在印度的IT服務管理市場中，部署、最佳化和託管執行領域的成長速度超過了軟體本身。隨著人工智慧平台的普及，買家越來越需要外部支持，因為在實現預期收益之前，需要進行工作流程設計、資料準備、流程調整和變更管理。因此，總部位於印度的系統整合商和服務公司正從基礎部署任務轉向以智慧財產權（IP）主導、營運更廣泛的託管IT服務管理（ITSM）服務。這種轉變也改變了競爭格局，因為曾經主要依賴授權收入的供應商現在被迫建立更強大的交付生態系統，以確保部署和合約續約。從長遠來看，預計這將進一步提升服務層在印度整體IT服務管理市場的戰略價值，而軟體仍將是支出的核心。

預計到2025年，雲端採用率將佔印度IT服務管理市場59.62%的佔有率，訂閱模式將成為大多數企業買家的首選。其主要吸引力不僅在於減輕基礎設施負擔，還在於能夠快速實現分散式辦公室、遠端團隊和外包服務環境的標準化。這在印度的IT服務管理市場尤其重要，因為大規模企業通常跨多個城市和交付中心運營，集中管理的價值因此更加凸顯。 2026年4月，Freshworks透過在其SaaS主導的平台Freshservice ITAM中加入持續發現和依賴關係映射功能，增強了其雲端原生提案並提升了營運深度。隨著功能的擴展，那些不需要高度隔離基礎設施的買家繼續使用傳統本地部署環境的理由正在逐漸減少。

此外，雲端運算是成長最快的應用領域，到2031年複合年成長率將達到26.15%，這顯示印度IT服務管理市場仍有龐大的遷移空間。本地部署環境在國防領域、某些政府應用場景以及一些對隔離要求仍然嚴格的關鍵基礎設施中繼續發揮著至關重要的作用。對於那些正在逐步從傳統資料中心轉向基於雲端的服務交付的受監管實體而言，混合模式也依然重要。 IBM在印度金融領域以合規性為重點的定位表明，雲端供應商正在如何解決曾經阻礙受監管領域採用雲端服務的主權和控制問題。因此，儘管雲端運算在印度IT服務管理市場持續成長，但混合環境和託管私有環境預計仍將在某些規模較小但仍重要的產業中發揮重要作用。

其他好處：

• 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
• 調查範圍

第2章：調查方法

第3章執行摘要

第4章 市場狀況

• 市場概覽
• 市場促進因素
  • 向人工智慧驅動的服務營運轉型
  • 擴大雲端原生IT服務管理（ITSM）的採用
  • 中型企業對託管服務的需求日益成長
  • 印度特有的數據居住和主權要求
  • 服務台收到的工單數量不斷增加，給自動化系統帶來了壓力。
  • 海灣合作理事會主導的企業服務管理標準化
• 市場限制因素
  • 遷移舊有系統。
  • 熟練的IT服務管理（ITSM）、人工智慧運作（AIOps）和流程諮詢專業人員短缺
  • 整個企業 IT 堆疊中碎片化工具的激增
  • 中小企業的預算敏感性
• 產業價值鏈分析
• 宏觀經濟因素的影響
• 監理情勢
• 技術展望
• 波特五力分析

第5章 市場規模與成長預測

• 按組件
  • 解決方案
  • 服務
• 不同的發展
  • 雲
  • 現場
  • 混合
• 透過使用
  • 服務台和事件管理
  • 資產和配置管理
  • 變更和發布管理
  • 服務請求管理
  • 知識管理
  • 其他ITSM應用
• 按最終用戶行業分類
  • BFSI
  • 製造業
  • 政府/公共部門
  • IT/通訊
  • 零售與電子商務
  • 衛生保健
  • 旅遊與飯店
  • 其他終端用戶產業
• 按公司規模
  • 大公司
  • 中小企業

第6章 競爭情勢

• 市場集中度
• 策略趨勢
• 市佔率分析
• 公司簡介
  • ServiceNow, Inc.
  • IBM Corporation
  • BMC Software, Inc.
  • Atlassian Corporation Plc
  • Ivanti, Inc.
  • Freshworks Inc.
  • Zoho Corporation Pvt. Ltd.
  • Broadcom Inc.
  • OpenText Corporation
  • SolarWinds Corporation
  • EasyVista SA
  • SysAid Technologies Ltd.
  • TOPdesk BV
  • Hornbill Service Management Ltd.
  • Xurrent
  • Halo Service Solutions Ltd.
  • HCL Technologies Limited
  • Tata Consultancy Services Limited
  • Infosys Limited
  • Wipro Limited
  • Tech Mahindra Limited
  • LTIMindtree Limited
  • Persistent Systems Limited
  • Mphasis Limited

第7章 市場機會與未來展望

According to Mordor Intelligence, the India iT service management market size was USD 0.52 billion in 2025 and is forecast to reach USD 1.91 billion by 2031 at a CAGR of 24.08% over 2026-2031.

This report is Segmented by Component (Solutions and Services), Deployment (Cloud, On-Premise, and Hybrid), Application (Service Desk and Incident Management, Asset and Configuration Management, and More), End-User Industry (BFSI, Manufacturing, and More), and Enterprise Size (Large Enterprises, and Small and Medium Enterprises). The Market Forecasts are Provided in Terms of Value (USD).

India ITSM Market Trends and Insights

Shift To AI-Enabled Service Operations Reshapes Delivery Models

The India IT service management market is moving from rule-based service handling toward AI-driven service operations that can identify, route, and resolve incidents with much less manual effort. Freshworks reported that AI-enabled ITSM teams achieved a 76.6% reduction in ticket resolution time and a 41.1% improvement in first-response time, while customer satisfaction in India rose from 97.4% to 97.83% between 2024 and 2025. This shift is changing the role of service desk teams: entry-level tickets are increasingly automated, while human staff focus more on exception handling, knowledge curation, and higher-complexity support work. Atlassian presented its Rovo Service agent as a workflow that can build an execution plan, act across connected systems, and close requests inside Jira Service Management without forcing users into other tools.. That kind of capability matters in the India IT service management market because enterprises are no longer buying platforms only for ticket recording and reporting. They are increasingly selecting platforms that can support autonomous actions inside live operational environments and shorten the path from detection to closure.

GCC Standardization Drives Enterprise-Wide ITSM Consolidation

The India IT service management market is also being supported by the scale and maturity of the country's global capability center footprint. India had nearly 2,975 global capability centers in 2024, and the value created by this base is expected to continue rising through FY2029 as centers take on more product, AI, cybersecurity, and engineering work. These centers need standardized service processes across distributed teams, which pushes buyers toward ITIL-aligned platforms that can support governance, workflow consistency, and global service rules. The effect also extends beyond the centers themselves, as suppliers and service partners often need compatible service practices to operate within larger delivery ecosystems. The Economic Survey 2025-26 also noted that GCC expansion is moving beyond core metro corridors into Tier-2 and Tier-3 cities, which broadens the geographic base of enterprise IT service demand. This supports the India IT service management market over the long term because demand is tied not only to software refresh cycles but also to the widening operational footprint of enterprise service delivery.

Legacy Migration Complexity And Switching Costs Constrain Transition Velocity

The India IT service management market still carries a large installed base of legacy environments, and that limits the pace of full platform replacement. Many large enterprises and government-linked organizations continue to run heavily customized service systems, where workflow rules, approval logic, and service catalogs have been embedded over many years. That makes migration difficult because buyers are not only moving ticket data, they are also trying to preserve business-critical operating logic without service disruption. Public sector entities and state-linked institutions often face longer approval cycles as well, which extends the time needed to validate new platforms and finalize replacement decisions. This slows the India IT service management market even when new platforms are technically stronger, because transition risk can outweigh the appeal of feature upgrades for some accounts. Vendors that provide migration tooling, staged transition methods, and lower-risk onboarding models are therefore more likely to win replacement programs in complex accounts.

Other drivers and restraints analyzed in the detailed report include:

1. Automation Pressure From Service Desk Volume Accelerates Platform Upgrades
2. Cloud-Native ITSM Adoption Accelerates Under Hyperscaler-Led Infrastructure Expansion
3. ITSM Skills Shortage Limits Deployment Velocity Across Mid-Market

For complete list of drivers and restraints, kindly check the Table Of Contents.

Segment Analysis

Solutions accounted for 63.72% of the India IT service management market share in 2025, which shows that buyers still allocate most spending toward core platforms that can centralize service desk, asset, change, and knowledge workflows. This pattern reflects the preference of large enterprises and GCC-led operations for integrated environments rather than scattered tools that create governance gaps. The leading platform vendors in the India IT service management market have used this preference to position multi-module suites as the default entry point for long-term client relationships. That approach also gives vendors more room to expand account value over time because once the base platform is established, adjacent functions can be added without a full replacement discussion. In the India IT service management industry, this favors companies that can support broad workflows under a single operating model and maintain policy consistency across large user bases.

Services are forecast to expand at a 26.31% CAGR through 2031, indicating that the faster-growing part of the India IT service management market lies in deployment, optimization, and managed execution rather than software alone. Buyers increasingly need outside support because AI-enabled platforms require workflow design, data preparation, process tuning, and change management before the promised benefits can be realized. This is why India-headquartered integrators and service firms are moving from basic implementation roles toward IP-led managed ITSM offerings with deeper operational scope. The shift is also changing competition because vendors that once depended mainly on license revenue now need stronger delivery ecosystems to protect adoption and renewals. Over time, this should keep software central to spending while still raising the strategic value of the services layer across the India IT service management market.

Cloud deployment held 59.62% of the India IT service management market size in 2025, confirming that subscription-based delivery is now the dominant model for most enterprise buyers. The main appeal is not only lower infrastructure burden, but also faster standardization across distributed offices, remote teams, and outsourced service environments. This is especially relevant in the India IT service management market because large organizations often operate across multiple cities and delivery centers, which makes centralized administration more valuable. Freshworks expanded its cloud-native proposition in April 2026 by adding continuous discovery and dependency mapping to Freshservice ITAM, thereby strengthening the operational depth of a SaaS-led platform. As feature depth improves, the rationale for staying on older on-premise environments becomes weaker for buyers who do not need highly isolated infrastructure.

Cloud is also the fastest-growing deployment segment with a 26.15% CAGR through 2031, which indicates that the India IT service management market still has substantial migration room ahead. On-premise environments remain relevant in defense, select government use cases, and parts of critical infrastructure where isolation requirements remain strong. Hybrid models also continue to matter for regulated institutions that are moving gradually from legacy data centers to cloud-based service delivery. IBM's compliance-focused positioning for India's financial sector shows how cloud providers are trying to remove sovereignty and control concerns that once slowed adoption in regulated segments. As a result, the India IT service management market is likely to see cloud growth remain broad-based, while hybrid and controlled private environments stay relevant in a smaller but still important set of verticals.

Complete Report Scope:

• By Component
  • Solutions
  • Services
• By Deployment
  • Cloud
  • On-Premise
  • Hybrid
• By Application
  • Service Desk and Incident Management
  • Asset and Configuration Management
  • Change and Release Management
  • Service Request Management
  • Knowledge Management
  • Other ITSM Applications
• By End-User Industry
  • BFSI
  • Manufacturing
  • Government and Public Sector
  • IT and Telecommunications
  • Retail and E-Commerce
  • Healthcare
  • Travel and Hospitality
  • Other End-User Industries
• By Enterprise Size
  • Large Enterprises
  • Small and Mid-Sized Enterprises (SME)

List of Companies Covered in this Report:

1. ServiceNow, Inc.
2. IBM Corporation
3. BMC Software, Inc.
4. Atlassian Corporation Plc
5. Ivanti, Inc.
6. Freshworks Inc.
7. Zoho Corporation Pvt. Ltd.
8. Broadcom Inc.
9. OpenText Corporation
10. SolarWinds Corporation
11. EasyVista SA
12. SysAid Technologies Ltd.
13. TOPdesk B.V.
14. Hornbill Service Management Ltd.
15. Xurrent
16. Halo Service Solutions Ltd.
17. HCL Technologies Limited
18. Tata Consultancy Services Limited
19. Infosys Limited
20. Wipro Limited
21. Tech Mahindra Limited
22. LTIMindtree Limited
23. Persistent Systems Limited
24. Mphasis Limited

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 LANDSCAPE

• 4.1 Market Overview
• 4.2 Market Drivers
  • 4.2.1 Shift to AI-Enabled Service Operations
  • 4.2.2 Expansion of Cloud-Native ITSM Adoption
  • 4.2.3 Rising Managed Services Demand in Mid-Market Enterprises
  • 4.2.4 India-Specific Data Residency and Sovereignty Requirements
  • 4.2.5 Automation Pressure From High Service Desk Ticket Volumes
  • 4.2.6 GCC-Led Standardization of Enterprise Service Management
• 4.3 Market Restraints
  • 4.3.1 Legacy Migration Complexity and Switching Costs
  • 4.3.2 Shortage of Skilled ITSM, AIOps, and Process Consulting Talent
  • 4.3.3 Fragmented Tool Sprawl Across Enterprise IT Stacks
  • 4.3.4 Budget Sensitivity Among Small and Mid-Sized Enterprises
• 4.4 Industry Value Chain Analysis
• 4.5 Impact of Macroeconomic Factors
• 4.6 Regulatory Landscape
• 4.7 Technological Outlook
• 4.8 Porter's Five Forces Analysis
  • 4.8.1 Bargaining Power of Suppliers
  • 4.8.2 Bargaining Power of Buyers
  • 4.8.3 Threat of New Entrants
  • 4.8.4 Threat of Substitutes
  • 4.8.5 Intensity of Competitive Rivalry Analysis

5 MARKET SIZE AND GROWTH FORECASTS (VALUE)

• 5.1 By Component
  • 5.1.1 Solutions
  • 5.1.2 Services
• 5.2 By Deployment
  • 5.2.1 Cloud
  • 5.2.2 On-Premise
  • 5.2.3 Hybrid
• 5.3 By Application
  • 5.3.1 Service Desk and Incident Management
  • 5.3.2 Asset and Configuration Management
  • 5.3.3 Change and Release Management
  • 5.3.4 Service Request Management
  • 5.3.5 Knowledge Management
  • 5.3.6 Other ITSM Applications
• 5.4 By End-User Industry
  • 5.4.1 BFSI
  • 5.4.2 Manufacturing
  • 5.4.3 Government and Public Sector
  • 5.4.4 IT and Telecommunications
  • 5.4.5 Retail and E-Commerce
  • 5.4.6 Healthcare
  • 5.4.7 Travel and Hospitality
  • 5.4.8 Other End-User Industries
• 5.5 By Enterprise Size
  • 5.5.1 Large Enterprises
  • 5.5.2 Small and Mid-Sized Enterprises (SME)

6 COMPETITIVE LANDSCAPE

• 6.1 Market Concentration
• 6.2 Strategic Moves
• 6.3 Market Share Analysis
• 6.4 Company Profiles (includes Global Level Overview, Market Level Overview, Core Segments, Financials as available, Strategic Information, Market Rank/Share, Products and Services, Recent Developments)
  • 6.4.1 ServiceNow, Inc.
  • 6.4.2 IBM Corporation
  • 6.4.3 BMC Software, Inc.
  • 6.4.4 Atlassian Corporation Plc
  • 6.4.5 Ivanti, Inc.
  • 6.4.6 Freshworks Inc.
  • 6.4.7 Zoho Corporation Pvt. Ltd.
  • 6.4.8 Broadcom Inc.
  • 6.4.9 OpenText Corporation
  • 6.4.10 SolarWinds Corporation
  • 6.4.11 EasyVista SA
  • 6.4.12 SysAid Technologies Ltd.
  • 6.4.13 TOPdesk B.V.
  • 6.4.14 Hornbill Service Management Ltd.
  • 6.4.15 Xurrent
  • 6.4.16 Halo Service Solutions Ltd.
  • 6.4.17 HCL Technologies Limited
  • 6.4.18 Tata Consultancy Services Limited
  • 6.4.19 Infosys Limited
  • 6.4.20 Wipro Limited
  • 6.4.21 Tech Mahindra Limited
  • 6.4.22 LTIMindtree Limited
  • 6.4.23 Persistent Systems Limited
  • 6.4.24 Mphasis Limited

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment