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

The IT Service Management Market was valued at USD 11.51 billion in 2024 and is projected to grow to USD 14.03 billion in 2025, with a CAGR of 22.61%, reaching USD 39.14 billion by 2030.

Executive Summary: Introduction to the IT Service Management Landscape

The IT Service Management (ITSM) landscape has evolved considerably, adapting to rapid technological changes and rising market expectations. In today's dynamic business environment, ITSM is not just about managing technology, but about ensuring that the strategies, operations, and innovations are aligned with the overarching business goals. This paper provides an executive summary that delves into the depth and nuance of ITSM by presenting a clear view of transformative shifts, detailed segmentation insights, regional perspectives, and key company perspectives that are shaping the industry.

The introduction sets the stage by examining the core drivers behind ITSM evolution. We are witnessing the rise of digital transformation initiatives, the accelerated pace of technological adoption, and the demand for streamlined solutions that optimize operational performance. These factors have led to a nuanced perspective in managing IT assets with a strategic emphasis on agile service delivery and proactive problem-solving. Through this report, industry leaders and decision-makers will gain clarity on current challenges, emerging trends, and the actionable steps required to ensure sustained growth and enhanced service delivery.

By analyzing both historical performance and emerging market trends, the discussion is structured to first build an understanding of the present context, and then to build on this with detailed segmentation and regional analysis. This comprehensive approach helps in identifying areas of improvement and strategic intervention that are essential in today's competitive landscape.

Transformative Shifts in the IT Service Management Landscape

Significant shifts have redefined IT Service Management and catalyzed change across the sector. The transformation is evidenced by several key dynamics that include the integration of advanced technologies, the pivot towards cloud and hybrid solutions, and the increasing adoption of agile practices across service delivery. These changes have reshaped how businesses approach service management, fostering innovation and enhancing operational efficiencies.

Organizations are leveraging automation, robotics, and artificial intelligence to augment traditional ITSM frameworks. This evolution has resulted in enhanced predictive maintenance strategies, faster resolution times, and a more proactive approach towards managing service disruptions. Improved user experience and the advent of real-time analytics have also enabled companies to make more informed strategic decisions.

Furthermore, the shift from purely reactive models to proactive, continuous improvement frameworks has enabled companies to anticipate needs and address issues before they escalate. The convergence of IT operations with business objectives has resulted in better alignment of technology with customer demands, ultimately enhancing competitive advantage. This industry-wide shift demands that technology leaders remain agile and responsive, constantly innovating and adjusting strategies to meet evolving customer expectations and operational challenges.

Key Segmentation Insights Driving the Market

The segmentation insights provide a detailed understanding of the diverse factors that influence the IT Service Management market. From a component perspective, the market is first divided into Services and Solutions. The Services segment is further dissected into Managed Services and Professional Services, underscoring the trend toward specialized, tailored support for enterprise needs. Conversely, the Solutions segment is segmented into Configuration & Change Management Solutions, Service Desk Solutions, and Service Portfolio Management, reflecting the need for comprehensive software tools that streamline IT processes.

Additional segmentation is analyzed based on deployment models, highlighting the growing importance of both On-Cloud-Based Services and On-Premises solutions. This dichotomy illustrates the dependency on cloud technologies driven by scalability and flexibility, while still acknowledging the relevance of on-premise systems in certain contexts. The market is also segmented by organization size, bifurcating into Large Enterprises and Small & Medium Enterprises, which showcases how companies of varying scales approach ITSM with different priorities and budget considerations.

Further insights are revealed through vertical segmentation. Businesses operating in sectors such as Banking, Financial Services, and Insurance alongside Healthcare find bespoke challenges that drive the need for specialized ITSM strategies. Similarly, dynamics in the Media industry, Retail, Telecommunications, and Travel and Hospitality sectors underscore the diverse requirements that range from high compliance standards to innovative customer interfacing platforms. By melding these segmentation perspectives into a broader narrative, it becomes evident that tailored ITSM solutions are essential for meeting the unique demands of each market segment, thereby driving efficiency and strategic alignment across diverse industries.

Based on Component, market is studied across Services and Solution. The Services is further studied across Managed Services and Professional services. The Solution is further studied across Configuration & Change Management Solutions, Service Desk Solutions, and Service Portfolio Management.

Based on Deployment, market is studied across On-Cloud-Based Services and On-Premises.

Based on Organization Size, market is studied across Large Enterprises and Small & Medium Enterprises.

Based on Vertical, market is studied across Banking, Financial Services, and Insurance (BFSI), Healthcare, Media Industry, Retail, Telecommunications, and Travel and Hospitality.

Regional Insights Shaping IT Service Management Trends

In addition to segmentation by component, deployment, organization size, and verticals, regional dynamics play a pivotal role in shaping IT Service Management trends. Across the Americas, technological maturity and digital transformation efforts have propelled ITSM into a critical strategic pillar for businesses. The region's established markets benefit from robust technological ecosystems that accelerate innovation and provide a competitive edge.

In Europe, the Middle East, and Africa, regulatory frameworks and market-specific challenges foster a unique blend of traditional service management approaches intertwined with modern technologies. This region exhibits a balanced focus on maintaining legacy systems while progressively embracing digital transformation initiatives that facilitate improved service delivery and enhanced customer satisfaction.

Moving to the Asia-Pacific region, the rapid pace of economic development coupled with significant investments in technology infrastructure has driven remarkable progress in ITSM. Emerging markets in this area are embracing agile methodologies and cloud-first strategies, which support scalable and flexible service models. The integration of local innovation, combined with global best practices, has contributed to defining regional benchmarks in IT Service Management. Ultimately, the interplay of these regional dynamics underscores the necessity for customized strategies that address distinct socio-economic and regulatory environments, ensuring that ITSM practices remain resilient, responsive, and future-facing.

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.

Key Companies Insights in IT Service Management

Several key players stand out for their innovative approaches and significant market presence in the IT Service Management space. The landscape is enriched by companies such as 4me, Inc. and Atlassian Corporation PLC, which have been pioneers in delivering streamlined services designed to enhance operational effectiveness. By integrating cutting-edge technology with customer-centric solutions, AutomationEdge Pvt. Ltd. and BMC Software, Inc. have established themselves as frontrunners in bridging the gap between traditional IT systems and digital innovations.

Industry giants like Broadcom Inc. and Cisco Systems, Inc. have extended their influence by offering holistic solutions that cover a spectrum of ITSM needs. Citrix by Cloud Software Group, Inc. and ClickUp Service have also made significant strides by focusing on enhancing user experiences and ensuring seamless integration across platforms. Freshworks Inc. and Halo Service Desk are recognized for their user-friendly, versatile solutions that adapt to varying enterprise requirements.

This competitive environment is further shaped by major players including Hewlett Packard Enterprise Company, Hornbill Corporate Limited, and International Business Machines Corporation, whose innovative service management strategies resonate with global market demands. Companies like ITarian LLC, Ivanti, Inc., and Kaseya Inc. contribute to the evolution of ITSM, while the continued market leadership of Microsoft Corporation and NinjaOne, LLC reflects stability and forward-thinking solutions. The market environment is further enriched by other prominent organizations like Open Text Corporation, Oracle Corporation, Rworks, Inc., Serviceaide, Inc., ServiceNow, Inc., and SolarWinds Corporation, in addition to SymphonyAI Summit, SysAid Technologies Ltd., Tata Consultancy Services Limited, TeamDynamix, TOPdesk Nederland BV, Vivantio Holdings Inc., Wipro Limited, and Zendesk, Inc. Each of these companies contributes unique perspectives and technological advancements that are instrumental in shaping best practices and redefining industry standards.

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, SymphonyAI Summit, SysAid Technologies Ltd., Tata Consultancy Services Limited, TeamDynamix, TOPdesk Nederland BV, Vivantio Holdings Inc., Wipro Limited, and Zendesk, Inc.. Actionable Recommendations for Industry Leaders

For industry leaders seeking to harness the full potential of IT Service Management, a set of actionable recommendations based on the evolving market dynamics is of paramount importance. Decision-makers should prioritize adopting a flexible ITSM strategy that integrates both on-cloud-based and on-premises solutions. This dual approach not only accommodates varying organizational requisites but also maximizes operational efficiency and scalability.

It is essential to invest in training and development programs that enhance the IT staff's proficiency, enabling them to navigate the complexities of emerging technologies. Emphasizing automation tools and proactive management systems will reduce downtime, enhance service quality, and optimize resource allocation. Leaders are encouraged to explore collaborative partnerships with vendors who provide end-to-end ITSM solutions that are tailored to specific industry needs, ranging from configuration and change management to service portfolio management.

Furthermore, integrating predictive analytics and real-time monitoring tools can drive data-driven decision-making and enable companies to pre-empt issues rather than address them post-facto. Companies should also ensure that their ITSM strategies are aligned with overall business goals by establishing clear metrics for success and operating with a customer-first mindset. By aligning technology initiatives with organizational strategies and customer expectations, businesses can accelerate their digital transformation journeys and secure a competitive advantage in an increasingly complex market landscape.

Conclusion: Charting the Future of IT Service Management

The comprehensive insights presented indicate that the IT Service Management landscape is undergoing unprecedented transformation, driven by technological innovation, regional market dynamics, and nuanced segmentation requirements. It is clear that no single solution fits all; instead, a flexible, integrated, and data-driven approach will be the cornerstone of future ITSM strategies. Decision-makers must remain agile, continuously updating their systems to incorporate evolving digital tools and best practices.

In conclusion, the ITSM market is poised for significant growth and innovation. The diversity in service components, coupled with robust regional variations and the influence of prominent industry players, underscores the critical need for customized, forward-thinking strategies. As businesses anticipate future challenges and opportunities, they must prioritize adaptability and strategic planning to stay ahead of the curve. The path forward is one of integration, deep analytical insights, and a commitment to excellence in service management, positioning companies to navigate an increasingly complex digital environment with confidence and precision.

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. Growing shift toward automating routine IT processes and enhancing operational efficiencies
    • 5.1.1.2. Increased adoption of cloud-based services necessitating robust IT service management solutions
    • 5.1.1.3. Remote work trends and the proliferation of mobile devices escalating the need for flexible ITSM solutions
  • 5.1.2. Restraints
    • 5.1.2.1. Complexity of integration with existing systems and processes limiting IT service management efficacy
  • 5.1.3. Opportunities
    • 5.1.3.1. Development of AI-driven ITSM solutions to improve operational efficiency and reduce costs
    • 5.1.3.2. Incorporating multi-channel support systems into ITSM to deliver seamless customer service experiences
  • 5.1.4. Challenges
    • 5.1.4.1. Addressing data security concerns amidst increasing cyber threats in the IT industry
• 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. Solution
  • 6.3.1. Configuration & Change Management Solutions
  • 6.3.2. Service Desk Solutions
  • 6.3.3. Service Portfolio Management

7. IT Service Management Market, by Deployment

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

8. IT Service Management Market, by Organization Size

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

9. IT Service Management Market, by Vertical

• 9.1. Introduction
• 9.2. Banking, Financial Services, and Insurance (BFSI)
• 9.3. Healthcare
• 9.4. Media Industry
• 9.5. Retail
• 9.6. Telecommunications
• 9.7. Travel and 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, 2024
• 13.2. FPNV Positioning Matrix, 2024
• 13.3. Competitive Scenario Analysis
  • 13.3.1. EasyVista and Xeridia partner to elevate IT service management solutions for enhanced operational efficiency and IT maturity
  • 13.3.2. BearingPoint partnered with Swish AI to transform IT service management (ITSM) by incorporating AI
  • 13.3.3. SolarWinds launches AI solution to transform IT service management
  • 13.3.4. Amdocs Completes Acquisition of TEOCO's Service Assurance Business to Help Accelerate End-to-End Network Automation
  • 13.3.5. IBM to Acquire Apptio Inc., Providing Actionable Financial and Operational Insights Across Enterprise IT
  • 13.3.6. PSG Makes Strategic Growth Investment in SaaS-based ITSM Vendor 4me
  • 13.3.7. Cisco Announces its Intent to Acquire Cloud Security Software Company Lightspin
  • 13.3.8. Hornbill partners with i3Works to spread the benefits of Enterprise Service Management in the UK
  • 13.3.9. ServiceNow Launches Major Platform Expansion with the Utah Releas
  • 13.3.10. SolarWinds Expands Customer Availability With New ITSM Data Center in Australia
  • 13.3.11. GoTo is Transforming IT Management with New Remote Monitoring & Management Features, Lays Foundation for Full ITSM Functionality
  • 13.3.12. Cisco Connects and Protects with New Cloud Tools Across Networking, Security and Operations to Provide Greater Visibility and Control Over Networks
  • 13.3.13. WhitlockIS and Freshworks Inc. partner to bring delightful IT Service Management experience to businesses in North America
  • 13.3.14. Vivantio announces Lansweeper Partnership - A Best-in-Class Solution for Asset Discovery & Inventory
  • 13.3.15. Atlassian targets ITSM with new additions to Jira Service Management
• 13.4. Strategy Analysis & Recommendation

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. SymphonyAI Summit
• 26. SysAid Technologies Ltd.
• 27. Tata Consultancy Services Limited
• 28. TeamDynamix
• 29. TOPdesk Nederland BV
• 30. Vivantio Holdings Inc.
• 31. Wipro Limited
• 32. Zendesk, Inc.