IT 서비스 관리 시장 : 컴포넌트별, 전개 형태별, 조직 규모별, 업계별 - 세계 예측(2025-2030년)

The IT Service Management Market was valued at USD 9.48 billion in 2023, expected to reach USD 11.51 billion in 2024, and is projected to grow at a CAGR of 22.44%, to USD 39.14 billion by 2030.

IT Service Management (ITSM) encompasses a broad scope, focusing on designing, delivering, managing, and improving the quality of IT services within an organization. The necessity of ITSM arises from the need to align IT services with business goals, optimize efficiency, and enhance customer satisfaction. ITSM applications span various sectors, including finance, healthcare, and manufacturing, where streamlined IT processes are critical. End-use scope primarily involves enterprises aiming to optimize their IT infrastructure's performance through frameworks like ITIL, ISO/IEC 20000, and COBIT.

Market insights reveal that the proliferation of cloud technology, AI, and the expansion of digital services are pivotal growth factors. Organizations increasingly invest in ITSM solutions to improve operational efficiency and customer experience. The rise in remote work has further amplified the demand for effective ITSM systems to manage distributed IT environments. Potential opportunities lie in the integration of emerging technologies like AI-driven analytics, automation, and machine learning to enhance predictive maintenance and service delivery. Providers can capitalize on these trends by offering scalable, customizable ITSM solutions tailored to specific industry needs.

However, limitations such as high implementation costs, data security concerns, and the complexity of integrating ITSM with existing systems pose challenges. Additionally, the rapid pace of technological change can make it difficult for organizations to keep up with the latest ITSM advancements. Businesses must navigate these hurdles to ensure successful implementation and optimization.

Innovation should focus on developing holistic, user-friendly ITSM platforms incorporating AI and machine learning to predict issues and automate responses. Research can explore adaptive ITSM models that cater to hybrid cloud environments and diverse business landscapes. The nature of the ITSM market is dynamic and competitive, with a strong emphasis on innovation and adaptability, making it crucial for businesses to continuously evolve and adapt to maintain a competitive edge. By staying abreast of technological advancements and customer needs, enterprises can harness ITSM solutions to drive growth and operational excellence.

Market Dynamics: Unveiling Key Market Insights in the Rapidly Evolving IT Service Management Market

The IT Service Management Market is undergoing transformative changes driven by a dynamic interplay of supply and demand factors. Understanding these evolving market dynamics prepares business organizations to make informed investment decisions, refine strategic decisions, and seize new opportunities. By gaining a comprehensive view of these trends, business organizations can mitigate various risks across political, geographic, technical, social, and economic domains while also gaining a clearer understanding of consumer behavior and its impact on manufacturing costs and purchasing trends.

• Market Drivers
  • Shift to remote working and adoption of cloud-based services
  • Government initiatives promoting digitalization across industries
  • Rising focus on IT asset management and DevOps & agile practices
• Market Restraints
  • Incompatibility of ITSM services and integration issues with traditional IT architecture
• Market Opportunities
  • Integration of AI-enabled tools with IT service management solution
  • Accelerating use of ITSM for proactive and predictive maintenance
• Market Challenges
  • Concerns associated with data privacy and security

Porter's Five Forces: A Strategic Tool for Navigating the IT Service Management Market

Porter's five forces framework is a critical tool for understanding the competitive landscape of the IT Service Management Market. It offers business organizations with a clear methodology for evaluating their competitive positioning and exploring strategic opportunities. This framework helps businesses assess the power dynamics within the market and determine the profitability of new ventures. With these insights, business organizations can leverage their strengths, address weaknesses, and avoid potential challenges, ensuring a more resilient market positioning.

PESTLE Analysis: Navigating External Influences in the IT Service Management Market

External macro-environmental factors play a pivotal role in shaping the performance dynamics of the IT Service Management Market. Political, Economic, Social, Technological, Legal, and Environmental factors analysis provides the necessary information to navigate these influences. By examining PESTLE factors, businesses can better understand potential risks and opportunities. This analysis enables business organizations to anticipate changes in regulations, consumer preferences, and economic trends, ensuring they are prepared to make proactive, forward-thinking decisions.

Market Share Analysis: Understanding the Competitive Landscape in the IT Service Management Market

A detailed market share analysis in the IT Service Management Market provides a comprehensive assessment of vendors' performance. Companies can identify their competitive positioning by comparing key metrics, including revenue, customer base, and growth rates. This analysis highlights market concentration, fragmentation, and trends in consolidation, offering vendors the insights required to make strategic decisions that enhance their position in an increasingly competitive landscape.

FPNV Positioning Matrix: Evaluating Vendors' Performance in the IT Service Management Market

The Forefront, Pathfinder, Niche, Vital (FPNV) Positioning Matrix is a critical tool for evaluating vendors within the IT Service Management Market. This matrix enables business organizations to make well-informed decisions that align with their goals by assessing vendors based on their business strategy and product satisfaction. The four quadrants provide a clear and precise segmentation of vendors, helping users identify the right partners and solutions that best fit their strategic objectives.

Key Company Profiles

The report delves into recent significant developments in the IT Service Management Market, highlighting leading vendors and their innovative profiles. These include 4me, Inc., Atlassian Corporation PLC, AutomationEdge Pvt. Ltd., BMC Software, Inc., Broadcom Inc., Cisco Systems, Inc., Citrix by Cloud Software Group, Inc., ClickUp Service, Freshworks Inc., Halo Service Desk, Hewlett Packard Enterprise Company, Hornbill Corporate Limited, International Business Machines Corporation, ITarian LLC, Ivanti, Inc., Kaseya Inc., Microsoft Corporation, NinjaOne, LLC, Open Text Corporation, Oracle Corporation, Rworks, Inc., Serviceaide, Inc., ServiceNow, Inc., SolarWinds Corporation, Splunk Inc., SymphonyAI Summit, SysAid Technologies Ltd., Tata Consultancy Services Limited, TeamDynamix, TOPdesk Nederland BV, Vivantio Holdings Inc., Wipro Limited, and Zendesk, Inc..

Market Segmentation & Coverage

This research report categorizes the IT Service Management Market to forecast the revenues and analyze trends in each of the following sub-markets:

• Based on Component, market is studied across Services and Solutions. The Services is further studied across Managed Services and Professional Services. The Solutions is further studied across Configuration & Change Management, Dashboard Reporting & Analytics, Operations & Performance Management, Service Desk Software, and Service Portfolio Management.
• Based on Deployment, market is studied across On Premises and On-Cloud.
• Based on Organization Size, market is studied across Large Enterprises and Small & Medium-Sized Enterprises.
• Based on Vertical, market is studied across Banking, Financial Services, & Insurance, Government & Public Sector, Healthcare & Life Sciences, IT & ITES, Manufacturing, Media & Entertainment, Retail & Consumer Goods, Telecommunications, and Travel & Hospitality.
• Based on Region, market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom.

The report offers a comprehensive analysis of the market, covering key focus areas:

1. Market Penetration: A detailed review of the current market environment, including extensive data from top industry players, evaluating their market reach and overall influence.

2. Market Development: Identifies growth opportunities in emerging markets and assesses expansion potential in established sectors, providing a strategic roadmap for future growth.

3. Market Diversification: Analyzes recent product launches, untapped geographic regions, major industry advancements, and strategic investments reshaping the market.

4. Competitive Assessment & Intelligence: Provides a thorough analysis of the competitive landscape, examining market share, business strategies, product portfolios, certifications, regulatory approvals, patent trends, and technological advancements of key players.

5. Product Development & Innovation: Highlights cutting-edge technologies, R&D activities, and product innovations expected to drive future market growth.

The report also answers critical questions to aid stakeholders in making informed decisions:

1. What is the current market size, and what is the forecasted growth?

2. Which products, segments, and regions offer the best investment opportunities?

3. What are the key technology trends and regulatory influences shaping the market?

4. How do leading vendors rank in terms of market share and competitive positioning?

5. What revenue sources and strategic opportunities drive vendors' market entry or exit strategies?

Table of Contents

1. Preface

• 1.1. Objectives of the Study
• 1.2. Market Segmentation & Coverage
• 1.3. Years Considered for the Study
• 1.4. Currency & Pricing
• 1.5. Language
• 1.6. Stakeholders

2. Research Methodology

• 2.1. Define: Research Objective
• 2.2. Determine: Research Design
• 2.3. Prepare: Research Instrument
• 2.4. Collect: Data Source
• 2.5. Analyze: Data Interpretation
• 2.6. Formulate: Data Verification
• 2.7. Publish: Research Report
• 2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

5. Market Insights

• 5.1. Market Dynamics
  • 5.1.1. Drivers
    • 5.1.1.1. Shift to remote working and adoption of cloud-based services
    • 5.1.1.2. Government initiatives promoting digitalization across industries
    • 5.1.1.3. Rising focus on IT asset management and DevOps & agile practices
  • 5.1.2. Restraints
    • 5.1.2.1. Incompatibility of ITSM services and integration issues with traditional IT architecture
  • 5.1.3. Opportunities
    • 5.1.3.1. Integration of AI-enabled tools with IT service management solution
    • 5.1.3.2. Accelerating use of ITSM for proactive and predictive maintenance
  • 5.1.4. Challenges
    • 5.1.4.1. Concerns associated with data privacy and security
• 5.2. Market Segmentation Analysis
  • 5.2.1. Component: Adaptability towards managed services by organizations
  • 5.2.2. Deployment: Preferences for on-cloud deployments due to operational efficiency & cost effectiveness
  • 5.2.3. Organization Size: Inclined small & medium-sized enterprises towards cloud-based adoption
  • 5.2.4. Vertical: Increasing adoption from banking, financial services, and insurance sector for advanced security usability
• 5.3. Porter's Five Forces Analysis
  • 5.3.1. Threat of New Entrants
  • 5.3.2. Threat of Substitutes
  • 5.3.3. Bargaining Power of Customers
  • 5.3.4. Bargaining Power of Suppliers
  • 5.3.5. Industry Rivalry
• 5.4. PESTLE Analysis
  • 5.4.1. Political
  • 5.4.2. Economic
  • 5.4.3. Social
  • 5.4.4. Technological
  • 5.4.5. Legal
  • 5.4.6. Environmental

6. IT Service Management Market, by Component

• 6.1. Introduction
• 6.2. Services
  • 6.2.1. Managed Services
  • 6.2.2. Professional Services
• 6.3. Solutions
  • 6.3.1. Configuration & Change Management
  • 6.3.2. Dashboard Reporting & Analytics
  • 6.3.3. Operations & Performance Management
  • 6.3.4. Service Desk Software
  • 6.3.5. Service Portfolio Management

7. IT Service Management Market, by Deployment

• 7.1. Introduction
• 7.2. On Premises
• 7.3. On-Cloud

8. IT Service Management Market, by Organization Size

• 8.1. Introduction
• 8.2. Large Enterprises
• 8.3. Small & Medium-Sized Enterprises

9. IT Service Management Market, by Vertical

• 9.1. Introduction
• 9.2. Banking, Financial Services, & Insurance
• 9.3. Government & Public Sector
• 9.4. Healthcare & Life Sciences
• 9.5. IT & ITES
• 9.6. Manufacturing
• 9.7. Media & Entertainment
• 9.8. Retail & Consumer Goods
• 9.9. Telecommunications
• 9.10. Travel & Hospitality

10. Americas IT Service Management Market

• 10.1. Introduction
• 10.2. Argentina
• 10.3. Brazil
• 10.4. Canada
• 10.5. Mexico
• 10.6. United States

11. Asia-Pacific IT Service Management Market

• 11.1. Introduction
• 11.2. Australia
• 11.3. China
• 11.4. India
• 11.5. Indonesia
• 11.6. Japan
• 11.7. Malaysia
• 11.8. Philippines
• 11.9. Singapore
• 11.10. South Korea
• 11.11. Taiwan
• 11.12. Thailand
• 11.13. Vietnam

12. Europe, Middle East & Africa IT Service Management Market

• 12.1. Introduction
• 12.2. Denmark
• 12.3. Egypt
• 12.4. Finland
• 12.5. France
• 12.6. Germany
• 12.7. Israel
• 12.8. Italy
• 12.9. Netherlands
• 12.10. Nigeria
• 12.11. Norway
• 12.12. Poland
• 12.13. Qatar
• 12.14. Russia
• 12.15. Saudi Arabia
• 12.16. South Africa
• 12.17. Spain
• 12.18. Sweden
• 12.19. Switzerland
• 12.20. Turkey
• 12.21. United Arab Emirates
• 12.22. United Kingdom

13. Competitive Landscape

• 13.1. Market Share Analysis, 2023
• 13.2. FPNV Positioning Matrix, 2023
• 13.3. Competitive Scenario Analysis
  • 13.3.1. Amdocs Completes Acquisition of TEOCO's Service Assurance Business to Help Accelerate End-to-End Network Automation
  • 13.3.2. IBM to Acquire Apptio Inc., Providing Actionable Financial and Operational Insights Across Enterprise IT
  • 13.3.3. PSG Makes Strategic Growth Investment in SaaS-based ITSM Vendor 4me
  • 13.3.4. Cisco Announces its Intent to Acquire Cloud Security Software Company Lightspin
  • 13.3.5. Hornbill partners with i3Works to spread the benefits of Enterprise Service Management in the UK
  • 13.3.6. ServiceNow Launches Major Platform Expansion with the Utah Releas
  • 13.3.7. SolarWinds Expands Customer Availability With New ITSM Data Center in Australia
  • 13.3.8. GoTo is Transforming IT Management with New Remote Monitoring & Management Features, Lays Foundation for Full ITSM Functionality
  • 13.3.9. Cisco Connects and Protects with New Cloud Tools Across Networking, Security and Operations to Provide Greater Visibility and Control Over Networks
  • 13.3.10. WhitlockIS and Freshworks Inc. partner to bring delightful IT Service Management experience to businesses in North America
  • 13.3.11. Vivantio announces Lansweeper Partnership - A Best-in-Class Solution for Asset Discovery & Inventory
  • 13.3.12. Atlassian targets ITSM with new additions to Jira Service Management

Companies Mentioned

• 1. 4me, Inc.
• 2. Atlassian Corporation PLC
• 3. AutomationEdge Pvt. Ltd.
• 4. BMC Software, Inc.
• 5. Broadcom Inc.
• 6. Cisco Systems, Inc.
• 7. Citrix by Cloud Software Group, Inc.
• 8. ClickUp Service
• 9. Freshworks Inc.
• 10. Halo Service Desk
• 11. Hewlett Packard Enterprise Company
• 12. Hornbill Corporate Limited
• 13. International Business Machines Corporation
• 14. ITarian LLC
• 15. Ivanti, Inc.
• 16. Kaseya Inc.
• 17. Microsoft Corporation
• 18. NinjaOne, LLC
• 19. Open Text Corporation
• 20. Oracle Corporation
• 21. Rworks, Inc.
• 22. Serviceaide, Inc.
• 23. ServiceNow, Inc.
• 24. SolarWinds Corporation
• 25. Splunk Inc.
• 26. SymphonyAI Summit
• 27. SysAid Technologies Ltd.
• 28. Tata Consultancy Services Limited
• 29. TeamDynamix
• 30. TOPdesk Nederland BV
• 31. Vivantio Holdings Inc.
• 32. Wipro Limited
• 33. Zendesk, Inc.