英國IT服務管理：市場佔有率分析、產業趨勢與統計、成長預測（2026-2035）

據 Mordor Intelligence 稱，英國ITSM 市場在 2025 年的價值為 8.7 億美元，預計到 2035 年將達到 19.9 億美元，而 2026 年為 9.9 億美元，預測期（2026-2035 年）的複合年成長率為 14.94%。

本報告按元件（解決方案、服務）、部署方式（雲端、本地部署、混合部署）、應用領域（服務台、資產和配置管理、變更和發布管理、服務請求管理、知識管理及其他）、最終用戶行業（銀行、金融服務和保險 (BFSI)、製造業、政府和公共部門、IT 和電信業及其他）以及企業規模（大型企業、中小企業）進行細分（大型企業、中）進行小型企業規模（大型企業、中）進行小型企業規模（大型企業、中小企業）進行細分（大型企業、中）進行小型企業規模（大型企業、中）進行小型企業規模（大型企業、中小企業）進行細分（大型企業、中）企業規模。市場預測以美元 (USD) 為單位。

英國IT服務管理市場的趨勢與洞察

對IT效率和自動化的需求日益成長

在英國，服務自動化不再只是被視為可有可無的生產力提升項目，而是被視為基本的營運需求。 2026年5月，NHS共享業務服務部門與Salesforce合作部署了SBS One，旨在透過人工智慧驅動的幫助中心處理NHS企業服務高達50%的服務需求。同樣在2026年5月，Freshworks發布了針對Freshservice的Freddy AI Agent Studio，使服務團隊能夠無需編寫程式碼即可自動處理請求，並透過MCP閘道器與外部工具整合。這些產品和部署趨勢表明，自動化不再是部署後新增的附加工具，而是直接整合到服務層中。這種轉變正在增強英國IT服務管理（ITSM）市場，因為買家現在尋求的是能夠提高速度、一致性和可擴展性，同時減輕人工服務負擔的平台。

英國企業對雲端的IT服務管理（ITSM）的採用率不斷提高

隨著買家對更快的升級速度、更低的架構負擔以及更便捷的AI功能的需求日益成長，基於雲端的解決方案持續發展勢頭強勁。英國競爭與市場管理局 (CMA) 的研究表明，由於資料傳輸成本和互通性問題，使用雲端服務的企業仍然面臨轉換障礙，這凸顯了能夠從單一位置管理多重雲端環境的服務平台的重要性。 2025年10月，ServiceNow 在其位於倫敦和紐波特的英國資料中心運作了NVIDIA 的 AI 基礎設施，進一步強化了這一趨勢，從而為具有資料主權要求的客戶提供本地化的大規模語言模型處理能力。此外，ServiceNow 和 Google Cloud 於2025年1月擴大了合作關係，將 Now Platform 部署在 Google 分散式雲端上，為受監管用戶和合作夥伴營運的部署方案提供了更多資料主權選項。隨著越來越多的英國買家開始關注系統彈性、管轄權管理以及 AI 的全面接入，英國ITSM 市場正進一步向雲端原生解決方案轉型，並逐漸成為預設架構。

替換舊平台高成本且複雜。

由於遺留系統的複雜性，英國IT服務管理（ITSM）市場仍面臨許多阻礙。許多公司的服務工作流程涵蓋了過時的ERP系統、工廠系統、終端工具以及內部客製化的支援流程。在這些環境中替換或升級服務管理很少能僅使用單一平台，而且這項工作通常依賴資產資料、請求處理、使用者目錄和營運記錄之間的穩定整合。 SAP Syntegon的案例研究表明，大規模現代化專案可能涉及47個地點和近400個介面，這解釋了為什麼服務管理重構經常延期且需要投入更多精力。 Ivanti強調加強雲端和本地部署之間的同步，也凸顯了英國ITSM市場仍需要處理那些無法一次解耦其混合環境的客戶這一現實。雖然這些限制並不一定會阻止ITSM的採用​​，但它們會延長專案週期，增加對服務的依賴，並有利於那些擁有成熟的連接器、遷移工具和本地實施經驗的供應商。此外，由於許多客戶即使在初始平台實施完成後仍需要持續支持，因此對ITSM服務的需求依然強勁。

細分市場分析

到2025年，解決方案將佔據英國IT服務管理（ITSM）市場68.42%的佔有率，軟體授權和SaaS訂閱仍將是主要的收入來源。 「服務」領域預計到2031年將以18.65%的複合年成長率成長，成為英國ITSM市場成長最快的細分領域。這一趨勢表明，買家不再滿足於僅購買平台或進行初始部署。隨著服務環境變得越來越龐大和複雜，他們正在增加對配置、工作流程設計、整合支援和託管服務的投入。這種轉變符合市場趨勢，即在初始部署階段之後，需要持續的、切實可行的支持，尤其是在人工智慧功能、跨職能服務目錄和雲端遷移等領域。

此外，英國IT服務管理（ITSM）產業的通路和策略夥伴也正在推動服務領域的成長。 2025年2月，Freshworks和Unisys宣佈建立策略合作夥伴關係，將Freshworks的ITSM解決方案（包括Freshservice和Device42）轉售給中大型企業客戶。這種模式使買家能夠透過單一銷售管道同時獲得平台及其相關的部署功能。實際上，這縮短了從購買到實際部署的時間，尤其對於那些沒有經驗豐富的內部ITSM維運團隊的企業而言更是如此。因此，在英國ITSM市場，服務正從單純的輔助角色轉變為更強大的價值創造驅動力，影響平台的部署、擴展和更新方式。

到2025年，雲端採用率將佔英國IT服務管理（ITSM）市場佔有率的73.43%，鞏固其作為新建和擴展部署主要架構的地位。剩餘的本地部署和混合環境需求仍將集中在那些由於資料主權、與舊有系統整合或內部控制限制而難以完全遷移到雲端的行業。這種格局表明，英國ITSM市場已經遠遠超越了雲端採用的實驗階段。買家現在將雲端視為標準營運模式，只有在組織限制難以克服的情況下才會使用本地部署或混合環境。雲端的主導地位也反映了其實際價值，包括訂閱定價、快速產品升級以及直接存取人工智慧驅動的服務功能。

2025年10月，ServiceNow透過在英國資料中心運作NVIDIA的AI基礎設施，進一步鞏固了其在雲端領域的領先地位，實現了本地模型處理。早在2025年1月，ServiceNow和Google Cloud就已透過在Google分散式雲端提供Now平台，擴展了自主部署選項。 CMA的雲端市場研究表明，對於面臨互通性和服務切換限制的英國客戶而言，跨供應商的集中管治變得日益重要。這些因素共同意味著，即使買家仍要求在英國境內進行處理並嚴格控制部署條件，雲端仍在英國IT服務管理（ITSM）市場佔據核心地位。因此，與雲端採用相關的英國ITSM市場規模的成長，既得益於功能的提升，也得益於監管方面的實際可行性。

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
  • 對IT效率和自動化的需求日益成長
  • 英國企業對雲端的IT服務管理（ITSM）的採用率不斷提高
  • 對混合辦公模式的服務支援需求日益成長
  • 擴大人工智慧驅動的服務台工作流程的應用
  • 監管壓力對審計性和服務管治
  • 對與 IT 資產、可觀測性和工作流程工具整合的需求日益成長。
• 市場限制因素
  • 替換舊平台高成本且複雜。
  • 資料遷移和CMDB標準化面臨的挑戰
  • 中型企業和公共部門採購負責人的預算敏感度。
  • ITSM管理與工作流程設計的技能差距
• 產業價值鏈分析
• 宏觀經濟因素對市場的影響
• 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
  • 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
  • 資訊科技/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
  • 小型企業

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.
  • BMC Software, Inc.
  • Ivanti, Inc.
  • Atlassian Corporation Plc
  • Open Text Corporation
  • SolarWinds Corporation
  • Freshworks Inc.
  • Zoho Corporation Private Limited
  • Broadcom Inc.
  • EasyVista
  • TOPdesk Nederland BV
  • Hornbill Limited
  • SysAid Technologies Ltd.
  • HaloITSM Limited
  • Axios Systems Limited
  • Assyst Europe GmbH
  • Matrix42 AG
  • IFS AB

第7章 市場機會與未來展望

According to Mordor Intelligence, the United Kingdom ITSM market size was valued at USD 0.87 billion in 2025 and is estimated to grow from USD 0.99 billion in 2026 to reach USD 1.99 billion by 2035, at a CAGR of 14.94% during the forecast period (2026-2035).

This report is Segmented by Component (Solutions, Services), Deployment (Cloud, On-Premise, Hybrid), Application (Service Desk and Incident, Asset and Config, Change and Release, Service Request, Knowledge Mgmt, Others), End-User Industry (BFSI, Manufacturing, Government, IT and Telecom, and More) and Enterprise Size (Large Enterprises, Smes). The Market Forecasts are Provided in Terms of Value (USD).

United Kingdom ITSM Market Trends and Insights

Rising Demand For IT Efficiency And Automation

UK organizations are treating service automation as an operating need rather than an optional productivity project. In May 2026, NHS Shared Business Services deployed SBS One with Salesforce, and the AI-powered help center was targeted to handle up to 50% of service demand across NHS corporate services. Freshworks also launched Freddy AI Agent Studio for Freshservice in May 2026, which gave service teams a no-code way to automate requests and connect outside tools through an MCP Gateway. These product and deployment moves show that automation is now being built directly into the service layer instead of being added as a side tool after rollout. That shift is strengthening the UK ITSM market because buyers are now looking for platforms that reduce manual service effort at the same time they improve speed, consistency, and scale.

Expansion Of Cloud-Based ITSM Adoption Among UK Enterprises

Cloud delivery continues to gain ground because buyers want faster upgrades, lower infrastructure burden, and better access to AI features. The UK Competition and Markets Authority found that cloud customers still face switching friction tied to egress costs and interoperability barriers, which is increasing the value of service platforms that can govern multi-cloud estates from one environment. ServiceNow strengthened this direction in October 2025 by activating NVIDIA AI infrastructure in its UK data centers in London and Newport, which supports local large language model processing for customers with data sovereignty requirements. ServiceNow and Google Cloud had also expanded their partnership in January 2025 to make the Now Platform available on Google Distributed Cloud, which widened sovereign and partner-operated deployment options for regulated users. As more UK buyers weigh resilience, jurisdiction control, and AI access together, the UK ITSM market is moving further toward cloud-native delivery as the default architecture.

High Cost And Complexity Of Legacy Platform Replacement

The Germany ITSM market still faces a major constraint from legacy complexity, because many enterprises have service workflows that sit across old ERP systems, plant systems, endpoint tools, and internally customized support processes. Replacing or upgrading service management in those settings is rarely a single-platform job, and the work often depends on stable links between asset data, request handling, user directories, and operational records. SAP's Syntegon example shows how large modernizations can span 47 locations and nearly 400 interfaces, which helps explain why service management redesign often becomes slower and more demanding than planned. Ivanti's emphasis on stronger cloud-to-on-premises synchronization also underlines the reality that the Germany ITSM market still has to serve buyers who cannot cut away from mixed environments in one step. This restraint does not stop adoption, but it does lengthen project timelines, increase service dependency, and reward vendors with tested connectors, migration tools, and local implementation depth. It also keeps services demand high, because many customers need ongoing support after the initial platform rollout is complete.

Other drivers and restraints analyzed in the detailed report include:

1. Increased Need For Hybrid Work Service Support
2. Greater Use Of AI-Driven Service Desk Workflows
3. Data Migration And CMDB Normalization Challenges

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

Segment Analysis

Solutions held a 68.42% share of the UK ITSM market in 2025, which kept software licenses and SaaS subscriptions as the main revenue base. Services is projected to expand at an 18.65% CAGR through 2031, which makes it the faster-growing component in the UK ITSM market. That pattern shows that buyers are no longer stopping at platform purchase and first deployment. They are spending more on configuration, workflow design, integration support, and managed service delivery as service environments become broader and more complex. This shift is also consistent with a market where AI features, cross-functional service catalogs, and cloud migrations require ongoing hands-on support after the initial implementation phase.

Services growth is also being reinforced by channel and partner strategies across the UK ITSM industry. Freshworks and Unisys announced a strategic partnership in February 2025 to resell Freshworks ITSM solutions, including Freshservice and Device42, to mid-market and enterprise customers. That kind of model gives buyers access to both the platform and the surrounding implementation capability through one commercial route. In practice, it shortens the gap between purchase and operational use, especially for organizations that do not have deep internal ITSM administration teams. As a result, the UK ITSM market is seeing services move from a supporting role into a stronger value driver that shapes how platforms are adopted, expanded, and renewed.

Cloud deployment led with 73.43% of UK ITSM market share in 2025, which confirmed cloud as the main architecture for new and expanding deployments. The remaining on-premise and hybrid demand stayed concentrated in sectors where data sovereignty, legacy integration, or internal control still limit full cloud migration. This mix shows that the UK ITSM market has already moved well beyond cloud experimentation. Buyers now treat cloud as the normal operating model, while local or hybrid environments are used where institutional constraints remain harder to remove. The leadership of cloud also reflects the practical value of subscription pricing, faster product upgrades, and direct access to AI-enabled service capabilities.

ServiceNow strengthened the cloud case in October 2025 when it activated NVIDIA AI infrastructure in its UK data centers in London and Newport for local model processing. ServiceNow and Google Cloud had already expanded sovereign deployment options in January 2025 by making the Now Platform available on Google Distributed Cloud. The CMA's cloud market findings also showed why centralized governance across providers has become more valuable for UK customers facing interoperability and switching limits. Together, these factors are keeping cloud at the center of the UK ITSM market, even where buyers still need UK-resident processing and tightly controlled deployment conditions. The UK ITSM market size tied to cloud deployment is therefore supported by both functionality gains and regulatory practicality.

Complete Report Scope:

• By Component
  • Solutions
  • Services
• By Deployment
  • Cloud
  • On-Premise
  • Hybrid
• By Application
  • Service Desk
  • 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 Telecom
  • Retail and E-Commerce
  • Healthcare
  • Travel and Hospitality
  • Other End-User Industries
• By Enterprise Size
  • Large Enterprises
  • Small and Medium Enterprises

List of Companies Covered in this Report:

1. ServiceNow, Inc.
2. BMC Software, Inc.
3. Ivanti, Inc.
4. Atlassian Corporation Plc
5. Open Text Corporation
6. SolarWinds Corporation
7. Freshworks Inc.
8. Zoho Corporation Private Limited
9. Broadcom Inc.
10. EasyVista
11. TOPdesk Nederland B.V.
12. Hornbill Limited
13. SysAid Technologies Ltd.
14. HaloITSM Limited
15. Axios Systems Limited
16. Assyst Europe GmbH
17. Matrix42 AG
18. IFS AB

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 Rising Demand for IT Efficiency and Automation
  • 4.2.2 Expansion of Cloud-Based ITSM Adoption Among UK Enterprises
  • 4.2.3 Increased Need for Hybrid Work Service Support
  • 4.2.4 Greater Use of AI-Driven Service Desk Workflows
  • 4.2.5 Regulatory Pressure for Auditability and Service Governance
  • 4.2.6 Rising Integration Demand With IT Asset, Observability, and Workflow Tools
• 4.3 Market Restraints
  • 4.3.1 High Cost and Complexity of Legacy Platform Replacement
  • 4.3.2 Data Migration and CMDB Normalization Challenges
  • 4.3.3 Budget Sensitivity in Mid-Market and Public Sector Buyers
  • 4.3.4 Skills Gaps in ITSM Administration and Workflow Design
• 4.4 Industry Value Chain Analysis
• 4.5 Impact of Macroeconomic Factors on the Market
• 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 Industry Rivalry

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
  • 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 Telecom
  • 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 Medium Enterprises

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 Ivanti, Inc.
  • 6.4.4 Atlassian Corporation Plc
  • 6.4.5 Open Text Corporation
  • 6.4.6 SolarWinds Corporation
  • 6.4.7 Freshworks Inc.
  • 6.4.8 Zoho Corporation Private Limited
  • 6.4.9 Broadcom Inc.
  • 6.4.10 EasyVista
  • 6.4.11 TOPdesk Nederland B.V.
  • 6.4.12 Hornbill Limited
  • 6.4.13 SysAid Technologies Ltd.
  • 6.4.14 HaloITSM Limited
  • 6.4.15 Axios Systems Limited
  • 6.4.16 Assyst Europe GmbH
  • 6.4.17 Matrix42 AG
  • 6.4.18 IFS AB

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment