中東和非洲的IT服務管理：市場佔有率分析、行業趨勢和統計數據以及成長預測（2026-2031年）

據 Mordor Intelligence 稱，2025 年中東和非洲地區的 ITSM 市場價值為 6.6 億美元，預計到 2031 年將從 2026 年的 7.7 億美元成長至 18.2 億美元，預測期（2026-2031 年）的複合年成長率為 18.7%。

本報告按組件（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、知識管理等）、最終用戶行業（銀行、金融服務和保險 (BFSI)、製造業等）、企業規模（大型企業和中小企業 (SME)）以及國家/地區進行細分。市場預測以美元 (USD) 為單位。

中東和非洲IT服務管理市場的趨勢和洞察

「雲端優先」方法正在推動企業現代化並加速平台整合。

海灣合作理事會 (GCC) 各國的企業正在逐步淘汰傳統的本地 ITSM 環境，並遷移到能夠支援人工智慧工作負載、API主導整合和即時營運可視性的雲端原生平台。這項轉變對中東和非洲的 ITSM 市場意義重大，因為雲端交付不僅滿足了可擴展性需求，也滿足了更廣泛的數位化營運所需的速度和柔軟性。 ServiceNow 宣布的 5 億美元區域投資（包括計劃於 2026 年在沙烏地阿拉伯建設的資料中心基礎設施）表明，主要供應商正在為本地部署做準備，而不是僅依賴遠端配置。這項轉變降低了政府和受監管買家的關鍵採購門檻，並使混合服務管理模式對仍需要部分本地託管的組織更具實用性。中型企業正在透過簡化分散的、單一功能的工具並遷移到更易於擴展、支援和管治的整合平台來應對這一轉變，這些平台可以跨多個工作流程運行。因此，中東和非洲的 ITSM 市場正在經歷更深層的結構性轉型，而不僅僅是暫時的升級週期。

人工智慧驅動的服務台自動化正在改變IT營運。

2025年至2026年間，基於代理的人工智慧將從試驗計畫過渡到實際營運環境，這一轉變正在改變中東和非洲買家對IT服務管理（ITSM）市場的評估方式。 2026年5月，Freshworks在Freshservice平台內發布了“Freddy AI Agent Studio”，這是一個用於建置和部署特定領域人工智慧代理的無程式碼環境。同時，Ivanti也發布了“Neurons AI Self-Service Agent”，作為一項獨立的ITSM功能。 Freshworks表示，獨立分析表明，從傳統平台遷移的企業預計在三年內獲得168%的投資回報率，這為採購團隊提供了將營運成本投入自動化主導現代化改造的直接依據。人工智慧的引入也正在改善知識庫管理，因為自主代理可以快速發現文件缺陷、過時的工作流程以及缺少的解決方案邏輯，而這些問題以前往往被傳統服務台所忽視。這形成了一個良性循環：內容品質的提升將促進自動化和人工輔助服務解決方案的改進。隨著工單量增加和服務時間延長，自動化帶來的綜效日益明顯，那些延遲採用人工智慧架構的組織可能會面臨效能與成本差距擴大的風險。

資料居住要求和合規性的複雜性推高了架構成本。

在中東和非洲的IT服務管理（ITSM）市場，合規性仍然是最具挑戰性的擴展問題之一。這是因為不同司法管轄區的法律和政策要求仍然存在顯著差異。奈及利亞的《2025年國家雲端政策》強制要求對高優先級主權資料進行在地化。同時，肯亞的《2025年雲端政策》制定了特定產業的居住資料要求，增加了多邊平台設計的成本，並阻礙了標準化進程。南非的《國家資料雲政策》進一步增加了關於主權處理敏感資料的要求，從而進一步提高了區域部署範本的成本。雖然這些要求本身並不會減少需求，但它們會延緩部署進度，使合約設計更加複雜，並提升擁有本地託管、強大的管治控制和可靠的合規文件的供應商的價值。此外，這些要求也提高了資質認證的門檻，因為買家在進行採購之前，會要求供應商符合雲端、隱私和營運安全標準。因此，在中東和非洲的ITSM市場，大型成熟企業在複雜的公共和受監管部門交易中保持著結構性的主導地位。

細分市場分析

到2025年，解決方案在基於組件的銷售額中佔比62.35%，繼續保持其在中東和非洲IT服務管理（ITSM）市場的中心地位。這一主導地位主要歸功於與事件管理、變更管理、資產追蹤和服務目錄工作流程相關的平台許可，這些仍然是企業IT營運的核心需求。此細分市場也體現了管治主導採購的重要性，因為在受監管的大規模環境中，平台所有權和服務目錄結構仍然被視為基本的管理工具。在許多實施案例中，解決方案的選擇不僅影響營運模式，還會影響後續關於人工智慧採用、工作流程擴展和供應商鎖定等方面的選擇。因此，中東和非洲的ITSM產業負責人通常會先評估解決方案層，然後根據評估結果規劃其服務和整合支出。

預計到2031年，服務業將以16.85%的複合年成長率成長，成為中東和非洲IT服務管理（ITSM）市場成長最快的組件類別。需求主要來自實施工作、託管ITSM營運、人工智慧配置和工作流程客製化，而這些任務在該地區的許多IT團隊仍然傾向於外包。 Atlassian在Team '26大會上發布的Service Collection服務集合反映出，該平台的價值越來越不僅體現在授權費用上，還體現在實施、上線和跨職能部署支援上。 Atlassian與NextEra於2025年9月在達曼成立的合資中心表明，本地服務交付能力正成為核心差異化因素，而不僅僅是附加功能。這一點至關重要，因為公共部門和大型企業的專案運作通常並非由於平臺本身的功能不足，而是由於該地區缺乏實施方面的專業知識。

預計到2025年，雲端運算將在中東和非洲地區的IT服務管理（ITSM）市場佔據64.50%的佔有率，並在2031年之前以17.10%的複合年成長率成長。這種規模和速度的結合表明，雲端運算不僅在贏得新計畫，也在吸引現有混合和本地部署環境的需求。客戶遷移到雲端的原因在於，基於雲端的服務交付降低了升級門檻，提高了人工智慧功能的可及性，並簡化了跨分散式運作環境的服務管理工作流程的協調。海灣合作理事會（GCC）成員國的超大規模資料中心業者和供應商的基礎設施擴張加速了這項轉型，緩解了先前阻礙全面遷移的部分主權問題。因此，雲端運算正成為中東和非洲ITSM市場的首選，尤其對於那些尋求快速部署和降低管理成本的組織而言更是如此。

ServiceNow在沙烏地阿拉伯宣布的基礎設施計劃，與一項總額達5億美元的區域性投資同時進行，旨在直接解決先前限制部分政府機構和受監管行業遷移的「主權託管」障礙。在國防、情報和關鍵基礎設施等對敏感資訊分類和管理要求仍然至關重要的領域，本地部署仍然至關重要。混合環境對許多大型企業也同樣重要，因為它們無法在不承擔營運風險的情況下簡單地替換過時的服務管理環境。相反，這些公司正在利用混合環境作為一種遷移架構，使舊有系統能夠在單一管治結構下與新的SaaS和主權雲端環境共存。因此，能夠在私有雲端、本地和SaaS層之間進行編配的供應商正在中東和非洲的IT服務管理（ITSM）市場穩步發展，因為多層基礎設施在這些市場仍然很普遍。

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
  • 透過雲端優先方法實現企業現代化
  • 遠端和混合工作模式的擴展
  • 人工智慧驅動的服務台自動化
  • 政府數位服務計劃
  • 拓展託管IT與外包服務
  • 對跨職能企業服務管理的需求日益成長
• 市場限制因素
  • 中型企業買家的預算限制
  • 資料儲存位置和合規性複雜性
  • 遺留工具碎片化與遷移風險
  • 缺乏IT服務管理（ITSM）和流程自動化技能
• 產業價值鏈分析
• 監理情勢
• 技術展望
• 波特五力分析
• 宏觀經濟因素對市場的影響

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
  • 其他用途
• 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
• 國家
  • 沙烏地阿拉伯
  • 阿拉伯聯合大公國
  • 南非
  • 埃及
  • 其他中東和非洲國家

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.
  • BMC Software, Inc.
  • Atlassian Corporation Plc
  • Ivanti, Inc.
  • IBM Corporation
  • ManageEngine（Zoho Corporation Pvt. Ltd.）
  • Freshworks Inc.
  • Open Text Corporation
  • Broadcom Inc.
  • Hewlett Packard Enterprise Company
  • SolarWinds Corporation
  • TOPdesk Nederland BV
  • EasyVista SA
  • SysAid Technologies Ltd.
  • Hornbill Service Management Limited
  • InvGate SRL
  • 4me, Inc.
  • Efecte Plc
  • Matrix42 AG
  • TeamDynamix, Inc.

第7章 市場機會與未來展望

According to Mordor Intelligence, the Middle East and Africa ITSM market size was valued at USD 0.66 billion in 2025 and is estimated to grow from USD 0.77 billion in 2026 to reach USD 1.82 billion by 2031, at a CAGR of 18.77% during the forecast period (2026-2031).

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

Middle East and Africa ITSM Market Trends and Insights

Cloud-First Enterprise Modernization Fuels Platform Consolidation

Enterprises across the GCC are retiring older on-premise ITSM estates and moving toward cloud-native platforms that can support AI workloads, API-led integrations, and real-time operational visibility. This shift matters for the Middle East and Africa ITSM market because cloud delivery now solves not only scalability needs, but also the speed and flexibility required for broader digital operations. ServiceNow's announced USD 500 million regional investment, including Saudi data center infrastructure scheduled for 2026, showed that large vendors are now building for in-country deployment rather than relying only on remote provisioning. That change lowers a major procurement barrier for government and regulated buyers, and it also makes hybrid service-management models more practical for organizations that still need partial local hosting. Mid-market firms are responding by rationalizing fragmented point tools and shifting toward unified platforms that are easier to scale, support, and govern across multiple workflows. The result is that the Middle East and Africa ITSM market is seeing a deeper structural migration, not a short-lived upgrade cycle.

AI-Enabled Service Desk Automation Transforms IT Operations

Agentic AI moved from pilot programs into real production environments during 2025 and 2026, and that shift is changing how buyers evaluate the Middle East and Africa ITSM market. Freshworks launched Freddy AI Agent Studio in Freshservice in May 2026 as a no-code environment for building and deploying domain-specific AI agents, while Ivanti also released its Neurons AI Self-Service Agent as an autonomous ITSM capability. Freshworks stated that independent analysis pointed to a 168% ROI over 3 years for enterprises migrating from legacy platforms, which gives procurement teams a direct operating-cost case for automation-led modernization. AI deployment is also improving knowledge-base discipline because autonomous agents quickly expose documentation gaps, obsolete workflows, and missing resolution logic that older service desks could tolerate. This creates a self-reinforcing cycle in which better content improves both automated and human-assisted service resolution. Organizations that delay AI-ready architecture are likely to face a widening performance and cost gap as automation effects compound across higher ticket volumes and broader service windows.

Data Residency and Compliance Complexity Raise Architecture Costs

Compliance remains one of the most difficult scaling issues in the Middle East and Africa ITSM market because legal and policy requirements still differ sharply across jurisdictions. Nigeria's National Cloud Policy 2025 introduced mandatory localization requirements for higher categories of sovereign data, while Kenya's Cloud Policy 2025 established sector-specific residency rules that make multi-country platform design more expensive and less standardized. South Africa's National Data and Cloud Policy adds another layer of sovereign handling expectations for sensitive data, which further increases the cost of regional deployment templates. These requirements do not remove demand, but they do slow rollout timelines, complicate contract design, and raise the value of vendors with local hosting, stronger governance controls, and proven compliance documentation. Qualification thresholds also rise when buyers expect alignment with cloud, privacy, and operational security standards before procurement can proceed. The net effect is that larger incumbents remain structurally advantaged in complex public-sector and regulated-sector deals across the Middle East and Africa ITSM market.

Other drivers and restraints analyzed in the detailed report include:

1. Government Digital Service Programs Create Structural ITSM Demand
2. Expansion of Remote and Hybrid Workflows Elevates Platform Requirements
3. Budget Constraints Among Mid-Market Buyers Slow Platform Rollout Velocity

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

Segment Analysis

Solutions held 62.35% of component revenue in 2025, which kept this segment at the center of the Middle East and Africa ITSM market. That lead came from platform licensing tied to incident management, change management, asset tracking, and service catalog workflows that remain core requirements across enterprise IT operations. The segment also reflects the weight of governance-led buying, because organizations in regulated and large-scale environments still view platform ownership and service catalog structure as foundational controls. In many deployments, solution selection shapes not only the operating model but also later choices around AI enablement, workflow extension, and vendor lock-in. For that reason, buyers in the Middle East and Africa ITSM industry often assess the solution layer first, and then build services and integration spending around it.

Services are projected to grow at a 16.85% CAGR through 2031, which makes them the fastest-moving component category within the Middle East and Africa ITSM market. Demand is being driven by implementation work, managed ITSM operations, AI configuration, and workflow tailoring that many regional IT teams still prefer to source externally. Atlassian's Team '26 launch of the Service Collection also reflected how platform value is increasingly tied to delivery, onboarding, and cross-functional rollout support rather than license cost alone. The Dammam proximity center established through the NextEra joint venture in September 2025 showed that local services capacity is becoming a core differentiator rather than a supporting feature. That matters because delayed go-lives in public-sector and large-enterprise projects often trace back to limited in-region implementation depth, not to platform functionality itself.

Cloud held 64.50% share of the Middle East and Africa ITSM market size in 2025, and it is also projected to grow at a 17.10% CAGR through 2031. That combination of scale and speed shows that cloud is not simply winning new projects; it is also pulling demand away from existing hybrid and on-premise estates. Buyers are moving because cloud delivery reduces upgrade friction, improves AI feature access, and makes it easier to connect service-management workflows across distributed operations. The shift has accelerated as hyperscaler and vendor infrastructure expansion across the GCC reduced some of the sovereignty concerns that had previously delayed full migration. The Middle East and Africa ITSM market is therefore seeing cloud become the regional default, especially in organizations that want faster deployment and lower administration overhead.

ServiceNow's Saudi infrastructure plan, announced with a broader USD 500 million regional investment, directly addressed the sovereign hosting barrier that had limited some government and regulated-sector migrations. On-premise deployment still matters in defense, intelligence, and critical-infrastructure settings where classification and control requirements remain non-negotiable. Hybrid environments are also retaining importance because many large enterprises cannot replace older service-management estates in a single step without operational risk. Instead, they are using hybrid as a transition architecture that lets legacy systems coexist with new SaaS or sovereign-cloud environments under one governance structure. Vendors that can orchestrate across private cloud, on-premise, and SaaS layers are therefore gaining ground in the Middle East and Africa ITSM market where multi-tier infrastructure remains common.

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 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-size Enterprises (SME)
• By Country
  • Saudi Arabia
  • United Arab Emirates
  • South Africa
  • Egypt
  • Rest of Middle East and Africa

List of Companies Covered in this Report:

1. ServiceNow Inc.
2. BMC Software, Inc.
3. Atlassian Corporation Plc
4. Ivanti, Inc.
5. IBM Corporation
6. ManageEngine (Zoho Corporation Pvt. Ltd.)
7. Freshworks Inc.
8. Open Text Corporation
9. Broadcom Inc.
10. Hewlett Packard Enterprise Company
11. SolarWinds Corporation
12. TOPdesk Nederland B.V.
13. EasyVista SA
14. SysAid Technologies Ltd.
15. Hornbill Service Management Limited
16. InvGate S.R.L.
17. 4me, Inc.
18. Efecte Plc
19. Matrix42 AG
20. TeamDynamix, Inc.

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 Cloud-First Enterprise Modernization
  • 4.2.2 Expansion of Remote and Hybrid Workflows
  • 4.2.3 AI-Enabled Service Desk Automation
  • 4.2.4 Government Digital Service Programs
  • 4.2.5 Growth of Managed IT and Outsourced Service Operations
  • 4.2.6 Increased Demand for Cross-Functional Enterprise Service Management
• 4.3 Market Restraints
  • 4.3.1 Budget Constraints Among Mid-Market Buyers
  • 4.3.2 Data Residency and Compliance Complexity
  • 4.3.3 Legacy Tool Fragmentation and Migration Risk
  • 4.3.4 Shortage of ITSM and Process Automation Skills
• 4.4 Industry Value Chain Analysis
• 4.5 Regulatory Landscape
• 4.6 Technological Outlook
• 4.7 Porter's Five Forces Analysis
  • 4.7.1 Bargaining Power of Suppliers
  • 4.7.2 Bargaining Power of Buyers
  • 4.7.3 Threat of New Entrants
  • 4.7.4 Threat of Substitutes
  • 4.7.5 Intensity of Competitive Rivalry
• 4.8 Impact of Macroeconomic Factors on the Market

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 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-size Enterprises (SME)
• 5.6 By Country
  • 5.6.1 Saudi Arabia
  • 5.6.2 United Arab Emirates
  • 5.6.3 South Africa
  • 5.6.4 Egypt
  • 5.6.5 Rest of Middle East and Africa

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 BMC Software, Inc.
  • 6.4.3 Atlassian Corporation Plc
  • 6.4.4 Ivanti, Inc.
  • 6.4.5 IBM Corporation
  • 6.4.6 ManageEngine (Zoho Corporation Pvt. Ltd.)
  • 6.4.7 Freshworks Inc.
  • 6.4.8 Open Text Corporation
  • 6.4.9 Broadcom Inc.
  • 6.4.10 Hewlett Packard Enterprise Company
  • 6.4.11 SolarWinds Corporation
  • 6.4.12 TOPdesk Nederland B.V.
  • 6.4.13 EasyVista SA
  • 6.4.14 SysAid Technologies Ltd.
  • 6.4.15 Hornbill Service Management Limited
  • 6.4.16 InvGate S.R.L.
  • 6.4.17 4me, Inc.
  • 6.4.18 Efecte Plc
  • 6.4.19 Matrix42 AG
  • 6.4.20 TeamDynamix, Inc.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment