중국의 ITSM 시장 : 점유율 분석, 업계 동향 및 통계, 성장 예측(2026-2031년)

According to Mordor Intelligence, the China iT service management market size is projected to be USD 0.99 billion in 2025, USD 1.17 billion in 2026, and reach USD 2.82 billion by 2031, growing at a CAGR of 19.17% from 2026 to 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).

China ITSM Market Trends and Insights

Shift To Cloud-Native ITSM Platforms In Mainland China

The China IT service management market is benefiting from a broad move toward cloud-ready enterprise operations. China's 2026 policy mix continues to support innovation, digitalization, and the national AI Plus agenda, which keeps enterprise technology upgrades high on management agendas. A documented case from a multinational company's China headquarters showed that a localized ITSM migration could be completed within a strict compliance timeline, indicating that cloud-ready, locally adapted delivery models are now more practical for large organizations. As enterprises deploy more business systems on scalable digital infrastructure, they want service platforms that can connect to those environments without lengthy manual configuration cycles. That shortens the replacement window for older on-premise tools and increases the appeal of subscription-based deployment. It also favors vendors that can deliver fast implementation, local language support, and easier integration with domestic enterprise tools.

AI-Driven Service Automation Across Enterprises

AI is changing the role of IT service management from workflow administration to more automated operational support in the China IT service management market. Huawei introduced AUTINOps at MWC 2026 as an AI-native intelligent operations solution that places digital employees beside human engineers and supports more proactive operations. China Construction Bank's 2025 annual report also showed 398 AI application scenarios across business functions, reflecting the scale of service governance needed as AI becomes part of everyday enterprise activity. In the China IT service management market, this means buyers are no longer looking only for ticket handling efficiency. They are also looking for platforms that can absorb operational knowledge, support faster resolution, and improve consistency across large support teams. Vendors that build stronger enterprise-specific process models are therefore likely to hold customers longer than vendors that only add generic AI features.

Legacy Migration Complexity and High Switching Costs

Legacy migration remains a meaningful drag on the China IT service management market. Many large organizations still rely on deeply customized ticketing environments and older process structures that are tied to ERP, HR, and asset systems. In the China IT service management market, the real difficulty is not only software replacement but also redesigning embedded processes that have grown up around old systems over the years. This lengthens implementation timelines and increases ownership costs for buyers with complex governance structures. It also slows new contract conversion in the largest enterprise accounts, where proof of low-disruption migration matters more than product positioning alone.

Other drivers and restraints analyzed in the detailed report include:

1. Unified Service Management For Hybrid and Multi-Cloud Environments
2. Rise Of Low-Code and No-Code ITSM Orchestration
3. Shortage of Skilled ITSM And ITOM Professionals

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

Segment Analysis

Solutions commanded 61.62% of the China IT service management market share in 2025, which kept the revenue base centered on integrated software suites rather than pure service delivery. These platforms usually combine incident management, change management, service catalog functions, and configuration visibility in a single environment, which explains why enterprises still allocate most spending to software-led rollouts. The China IT service management market has also favored solution vendors, as buyers seek greater control over workflow design, policy alignment, and long-term process standardization. That pattern remains strongest in large accounts where service operations are tied to audit readiness and business continuity practices. In that setting, software remains the anchor, even when services are included in the purchase.

Services, however, are projected to expand at a 21.62% CAGR through 2031, making them the fastest-growing component of the China IT service management market. The shift reflects rising demand for implementation support, managed operations, AI advisory work, and post-deployment optimization. This is especially relevant when buyers want faster time-to-value but do not yet have sufficient internal ITSM depth to manage a full rollout on their own. Atlassian's October 2025 launch of Service Collection showed how product vendors are broadening their role around enterprise service delivery, which further blurs the line between software and service value. The China IT service management industry is therefore seeing a more recurring revenue mix, where services increasingly support retention and expansion after the core platform is deployed.

Cloud deployment held 58.62% of the China IT service management market size in 2025, and it is also projected to record the fastest 21.34% CAGR through 2031. That combination shows that the leading deployment model is still gaining strength rather than reaching maturity. In the China IT service management market, cloud deployment appeals to enterprises seeking faster rollouts, easier updates, and reduced reliance on local infrastructure management. It also suits organizations that are trying to standardize service processes across multiple offices and user groups. This is why cloud adoption is moving beyond new buyers and into replacement cycles among established enterprises.

On-premise deployment still matters in defense-linked environments, classified government networks, and selected financial institutions where physical control and strict certification remain important. The hybrid model continues to serve enterprises that run production-critical environments on-site while moving less sensitive workflows to cloud-based systems. Freshworks expanded Freshservice in April 2026 through continuous discovery and dependency mapping across cloud, hybrid, and on-premises environments, demonstrating that hybrid service management still needs active product development rather than just simple deployment flexibility. In practical terms, the China IT service management market is rewarding vendors that can help buyers manage mixed estates rather than force a full one-step migration path. The China IT service management industry is therefore moving toward cloud-centered deployment, but it is doing so through staged operational convergence rather than a clean break from legacy environments.

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-Size Enterprises (SME)

List of Companies Covered in this Report:

1. ServiceNow, Inc.
2. International Business Machines Corporation
3. BMC Software, Inc.
4. Atlassian Corporation Plc
5. Ivanti, Inc.
6. Freshworks Inc.
7. Zoho Corporation Private Limited
8. Broadcom Inc.
9. OpenText Corporation
10. SolarWinds Corporation
11. Hewlett Packard Enterprise Company
12. TopDesk B.V.
13. EasyVista S.A.
14. SysAid Technologies Ltd.
15. Hornbill Service Management Limited
16. Matrix42 AG
17. InvGate S.R.L.
18. Cloudwise Technology Co., Ltd.
19. Shenzhen Uniware Technology Co., Ltd.
20. Huawei Technologies Co., Ltd.
21. Lenovo Group Limited
22. BCC Group Co., Ltd.
23. Yonyou Network Technology Co., Ltd.

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 Cloud-Native ITSM Platforms in Mainland China
  • 4.2.2 AI-Driven Service Automation Across Enterprise IT Operations
  • 4.2.3 Unified Service Management for Hybrid and Multi-Cloud Environments
  • 4.2.4 Rise of Low-Code and No-Code Orchestration for Faster Workflow Design
  • 4.2.5 FinOps and GreenOps Reporting Embedded in ITSM Workflows
  • 4.2.6 Growing Adoption of ITSM for Edge Computing and 5G Operations
• 4.3 Market Restraints
  • 4.3.1 Legacy Migration Complexity and High Switching Costs
  • 4.3.2 Shortage of Skilled ITSM and ITOM Professionals
  • 4.3.3 Data Residency, Security, and Compliance Friction
  • 4.3.4 Rising Observability Data Costs Causing Tool Sprawl
• 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

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-Size 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 International Business Machines 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 Private Limited
  • 6.4.8 Broadcom Inc.
  • 6.4.9 OpenText Corporation
  • 6.4.10 SolarWinds Corporation
  • 6.4.11 Hewlett Packard Enterprise Company
  • 6.4.12 TopDesk B.V.
  • 6.4.13 EasyVista S.A.
  • 6.4.14 SysAid Technologies Ltd.
  • 6.4.15 Hornbill Service Management Limited
  • 6.4.16 Matrix42 AG
  • 6.4.17 InvGate S.R.L.
  • 6.4.18 Cloudwise Technology Co., Ltd.
  • 6.4.19 Shenzhen Uniware Technology Co., Ltd.
  • 6.4.20 Huawei Technologies Co., Ltd.
  • 6.4.21 Lenovo Group Limited
  • 6.4.22 BCC Group Co., Ltd.
  • 6.4.23 Yonyou Network Technology Co., Ltd.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment