기업 서비스 관리 스토어 앱 시장 : 점유율 분석, 업계 동향 및 통계, 성장 예측(2026-2031년)

According to Mordor Intelligence, the enterprise service management store apps market size is projected to be USD 2.39 billion in 2025, USD 2.76 billion in 2026, and reach USD 6.21 billion by 2031, growing at a CAGR of 17.61% from 2026 to 2031.

This report is Segmented by Deployment Type (Cloud-Based, and Web-Based), Enterprise Size (Small and Medium Enterprises, and Large Enterprises), Application (IT Operations Management Extensions, Human Resources Service Delivery Extensions, and More), and Geography (North America, South America, Europe, Asia-Pacific, and More). The Market Forecasts are Provided in Terms of Value (USD).

Global Enterprise Service Management Store Apps Market Trends and Insights

Increased Adoption of Cloud-First Enterprise Workflow Ecosystems

Cloud-first operating models are turning the enterprise service management store apps market into a core distribution layer rather than an optional add-on environment. When enterprises standardize on cloud-native service platforms, they often adopt the platform marketplace as the default route for deploying new workflow features, thereby elevating the role of store apps in day-to-day operations. ServiceNow reported USD 3,466 million in subscription revenue in Q4 2025, with 21% year-over-year growth, and that expansion was tied to broader workflow adoption across functions beyond core IT use cases. The enterprise service management store apps market is also benefiting from lower installation friction because platform operators now streamline entitlement, acceptance, and app surfacing steps that previously delayed adoption after purchase. This matters commercially because every new cloud platform customer becomes a recurring buyer of adjacent extensions, upgrades, and workflow enhancements distributed through the same marketplace channel. The result is that cloud migration no longer only supports software deployment; it also shapes how vendors monetize the enterprise service management store apps market through repeat app purchases and growing partner participation.

AI-Assisted Workflow Automation in Enterprise Service Management

AI-assisted workflow automation is changing, which extensions attract spending across the enterprise service management store apps market, because buyers now expect automation features to be embedded into service tools rather than added later. ServiceNow disclosed that its Marketplace grew 67% year over year, while Now Assist surpassed USD 600 million in annual contract value in 2025 and targeted more than USD 1 billion in 2026. That momentum shows that buyers are not only adopting AI at the platform level but are also paying for packaged AI functions sold as certified store extensions. The governance pressure is also rising because a 2026 C1 survey found that 95% of organizations now run AI agents that autonomously perform IT or security tasks, underscoring the need for validated identity and security controls for machine-led actions. ServiceNow also repositioned its Build Program in early 2026 to use the Store as a route to market for partner-built AI agents, which ties agentic automation directly to marketplace distribution economics. As a result, the enterprise service management store apps market is moving from basic extension sales toward higher-value automation bundles that reduce deployment time and align more easily with existing governance rules.

Integration Complexity with Legacy Identity and ITSM Stacks

Legacy integration problems continue to slow the enterprise service management store apps market, especially in large organizations that have accumulated years of customization across service, identity, and workflow systems. Older identity frameworks often do not align with the permission models required by newer AI-enabled extensions, which means app deployment can depend on a separate identity modernization effort before buyers can proceed. A 2026 Teleport survey found that 43% of organizations had no formal governance controls or only informal guidelines for AI use, which adds to the caution buyers should exercise when evaluating agentic extensions that require privileged access across multiple systems. This weakens near-term conversion in the enterprise service management store apps market, because buyers often need to validate permissions, workflow dependencies, and data access rules before approving production use. The problem becomes more serious as service management expands beyond IT, since each new department adds additional identity roles, policy checks, and legacy connectors that must be aligned. Even when demand is strong, integration risk can delay app listings, purchases, and go-live schedules across the enterprise service management store.

Other drivers and restraints analyzed in the detailed report include:

1. Rapid Expansion of Cross-Functional Service Orchestration
2. Rising Demand for Low-Code and No-Code Store Apps
3. High Certification, Maintenance, And Licensing Costs

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

Segment Analysis

Cloud-based apps accounted for 84.37% of revenue in 2025 and are projected to grow at an 18.64% CAGR through 2031 in the enterprise service management store apps market. This concentration reflects how platform operators have built certification, entitlement, version control, and distribution processes around cloud delivery rather than around locally managed deployment formats. The enterprise service management store apps market has therefore become structurally aligned with cloud release cycles, because new capabilities now move through centralized marketplaces with fewer installation steps. ServiceNow's Application Manager changes in 2025 clearly show that direction, as eligible apps can now surface automatically after company-level terms are accepted, reducing repetitive friction in deployment workflows. This operating model also favors faster monetization, because publishers can distribute upgrades and feature additions through the same managed framework that handles initial activation. For buyers, the practical advantage is less manual work around installation, entitlement, and version maintenance, which makes store-based adoption easier to scale across multiple functions.

Web-based deployment still retains a role in the enterprise service management store apps market, especially for organizations that must keep tighter control over jurisdictional hosting, internal data movement, or phased migration plans. Some enterprises remain in transition and prefer web-based formats while they modernize older service management environments or reassess cloud governance requirements. That means web-based models are not disappearing, but their role is shifting toward controlled use cases rather than mainstream growth leadership. The cloud advantage is also becoming harder to challenge as AI agents become more common, because continuous model updates and higher compute need fit cloud-native environments more naturally than constrained deployment setups. As more advanced extensions are designed first for managed cloud stacks, the enterprise service management store apps market is likely to widen the performance gap between cloud and web-based formats over time. Even so, transitional demand for web-based deployment still supports a smaller but durable niche among buyers that value staged change over rapid platform standardization.

Complete Report Scope:

• By Deployment Type
  • Cloud-Based
  • Web-Based
• By Enterprise Size
  • Small and Medium Enterprises
  • Large Enterprises
• By Application
  • IT Operations Management Extensions
  • Human Resources Service Delivery Extensions
  • Customer Service Management Extensions
  • Security Operations and Identity Extensions
  • Custom Workflow and Productivity Extensions
• By Geography
  • North America
    • United States
    • Canada
    • Mexico
  • South America
    • Brazil
    • Argentina
    • Chile
    • Rest of South America
  • Europe
    • Germany
    • United Kingdom
    • France
    • Italy
    • Spain
    • Rest of Europe
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia
    • Rest of Asia-Pacific
  • Middle East
    • United Arab Emirates
    • Saudi Arabia
    • Qatar
    • Rest of Middle East
  • Africa
    • South Africa
    • Egypt
    • Nigeria
    • Rest of Africa

Geography Analysis

North America accounted for 41.28% of revenue in 2025, making it the largest regional market for enterprise service management store apps. The region benefits from a dense concentration of large enterprise platform deployments, broad alignment with hyperscalers, and a mature supplier ecosystem that supports store-based extension development across many workflow categories. The United States remains the main regional contributor, while Canada and Mexico add demand as multinational organizations extend common service governance models across regional operations. This gives North America a structural lead in the enterprise service management store apps market, because buyers there often adopt new app categories earlier and can scale them across large installed environments. Europe is the second-largest geography and remains especially important for compliance-led demand. Buyers in Germany, the United Kingdom, and France place greater weight on auditable controls, data-handling discipline, and vendor accountability, raising the quality bar for store listings and supporting vendors with stronger governance infrastructure.

Asia-Pacific is projected to expand at a 20.71% CAGR through 2031, which makes it the fastest-growing geography in the enterprise service management store apps market. The regional growth profile is supported by rising enterprise software spending, stronger digital modernization programs, and buyer preference for faster deployment models that reduce dependence on scarce developer resources. India, China, Japan, South Korea, and Australia are central to that expansion, but the underlying demand patterns differ across them, as each market moves at a different pace in cloud readiness, procurement rules, and internal workflow digitization. Japan offers a clear public-sector example, as its Digital Agency formalized the Digital Marketplace in early 2025 to support SaaS procurement across ministries, prefectures, and municipalities. That move matters for the enterprise service management store apps market because it normalizes a governed marketplace model in public administration and creates a clearer path for certified workflow tools. Across the broader region, prebuilt app bundles are also becoming more attractive where organizations need business process automation but cannot support long custom build cycles. The growth opportunity is therefore tied not only to software budgets, but also to a practical need for simpler deployment and stronger governance.

South America, the Middle East, and Africa still account for a smaller portion of the enterprise service management store apps market, yet they remain strategically relevant because growth is often linked to formal modernization programs and compliance-driven adoption. Brazil leads South American demand, with multinational and public-sector buyers showing greater interest in structured workflow platforms that can support policy consistency and audit readiness. In the Middle East, the United Arab Emirates and Saudi Arabia continue to invest in digital government and enterprise transformation programs that improve the operating environment for certified store apps. Africa remains earlier in its adoption curve, with South Africa and Nigeria standing out where financial services and telecommunications create stronger service management requirements than the broader regional average. Taken together, these geographies represent a smaller revenue pool today, but they offer expansion potential for vendors that can align pricing, compliance, and deployment models to local operating realities within the enterprise service management store apps market.

1. ServiceNow, Inc.
2. IBM Corporation
3. Microsoft Corporation
4. Cisco Systems, Inc.
5. Okta, Inc.
6. PagerDuty, Inc.
7. Dynatrace, Inc.
8. SailPoint Technologies Holdings, Inc.
9. Talkdesk, Inc.
10. xMatters, Inc.
11. Freshworks Inc.
12. Atlassian Corporation Plc
13. BMC Software, Inc.
14. Ivanti, Inc.
15. TOPdesk Nederland B.V.
16. Matrix42 AG
17. EasyVista

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 Increased Adoption of Cloud-First Enterprise Workflow Ecosystems
  • 4.2.2 Rapid Expansion of Cross-Functional Service Orchestration
  • 4.2.3 Rising Demand for Low-Code and No-Code Store Apps
  • 4.2.4 Growing Preference for Certified Marketplace Extensions Over Custom Builds
  • 4.2.5 AI-Assisted Workflow Automation in Enterprise Service Management
  • 4.2.6 Compliance-Driven Demand for Governed App Distribution
• 4.3 Market Restraints
  • 4.3.1 High Certification, Maintenance, and Licensing Costs
  • 4.3.2 Integration Complexity With Legacy Identity and ITSM Stacks
  • 4.3.3 Security, Data Sovereignty, and Vendor Lock-In Concerns
  • 4.3.4 Buyer Resistance to Fragmented App Catalog Governance
• 4.4 Industry Value Chain Analysis
• 4.5 Technological Outlook
• 4.6 Impact of Macroeconomic Factors on the Market
• 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 Industry Rivalry

5 MARKET SIZE AND GROWTH FORECASTS (VALUE)

• 5.1 By Deployment Type
  • 5.1.1 Cloud-Based
  • 5.1.2 Web-Based
• 5.2 By Enterprise Size
  • 5.2.1 Small and Medium Enterprises
  • 5.2.2 Large Enterprises
• 5.3 By Application
  • 5.3.1 IT Operations Management Extensions
  • 5.3.2 Human Resources Service Delivery Extensions
  • 5.3.3 Customer Service Management Extensions
  • 5.3.4 Security Operations and Identity Extensions
  • 5.3.5 Custom Workflow and Productivity Extensions
• 5.4 By Geography
  • 5.4.1 North America
    • 5.4.1.1 United States
    • 5.4.1.2 Canada
    • 5.4.1.3 Mexico
  • 5.4.2 South America
    • 5.4.2.1 Brazil
    • 5.4.2.2 Argentina
    • 5.4.2.3 Chile
    • 5.4.2.4 Rest of South America
  • 5.4.3 Europe
    • 5.4.3.1 Germany
    • 5.4.3.2 United Kingdom
    • 5.4.3.3 France
    • 5.4.3.4 Italy
    • 5.4.3.5 Spain
    • 5.4.3.6 Rest of Europe
  • 5.4.4 Asia-Pacific
    • 5.4.4.1 China
    • 5.4.4.2 Japan
    • 5.4.4.3 India
    • 5.4.4.4 South Korea
    • 5.4.4.5 Australia
    • 5.4.4.6 Rest of Asia-Pacific
  • 5.4.5 Middle East
    • 5.4.5.1 United Arab Emirates
    • 5.4.5.2 Saudi Arabia
    • 5.4.5.3 Qatar
    • 5.4.5.4 Rest of Middle East
  • 5.4.6 Africa
    • 5.4.6.1 South Africa
    • 5.4.6.2 Egypt
    • 5.4.6.3 Nigeria
    • 5.4.6.4 Rest of Africa

6 COMPETITIVE LANDSCAPE

• 6.1 Market Concentration
• 6.2 Strategic Moves
• 6.3 Vendor Positioning 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 IBM Corporation
  • 6.4.3 Microsoft Corporation
  • 6.4.4 Cisco Systems, Inc.
  • 6.4.5 Okta, Inc.
  • 6.4.6 PagerDuty, Inc.
  • 6.4.7 Dynatrace, Inc.
  • 6.4.8 SailPoint Technologies Holdings, Inc.
  • 6.4.9 Talkdesk, Inc.
  • 6.4.10 xMatters, Inc.
  • 6.4.11 Freshworks Inc.
  • 6.4.12 Atlassian Corporation Plc
  • 6.4.13 BMC Software, Inc.
  • 6.4.14 Ivanti, Inc.
  • 6.4.15 TOPdesk Nederland B.V.
  • 6.4.16 Matrix42 AG
  • 6.4.17 EasyVista

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment