클라우드 IT 서비스 관리(ITSM) 시장 : 시장 점유율 분석, 업계 동향 및 통계, 성장 예측(2026-2031년)

According to Mordor Intelligence, the cloud information technology service management (ITSM) market size in 2026 is estimated at USD 12.01 billion, growing from 2025 value of USD 10.59 billion with 2031 projections showing USD 22.53 billion, growing at 13.41% CAGR over 2026-2031.

This report is Segmented by Component (Solutions, and Services), Deployment Model (Public, Private, and Hybrid), Organization Size (Large Enterprises, and Small and Medium Enterprises), Application (Configuration Management, Performance Management, and More), End-User Vertical (IT and Telecom, BFSI, and More), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

Global Cloud Information Technology Service Management (ITSM) Market Trends and Insights

Rising demand for multi-cloud governance across distributed DevOps teams

Enterprises running workloads across AWS, Microsoft Azure, and Google Cloud face escalating complexity as microservices span multiple regions and providers. Unified cloud information technology service management market platforms now offer automated discovery and dependency mapping that correlate incidents across hybrid estates, allowing DevOps teams to maintain service levels without juggling point tools. Consolidating visibility enables predictive analytics on containerized applications, reduces duplicated monitoring overhead, and provides compliance reporting that satisfies auditors evaluating cross-border data flows.

Accelerated shift to remote and hybrid work requiring ITSM automation

Permanent hybrid workforces demand always-on self-service portals and AI chatbots integrated with collaboration hubs such as Teams and Slack. Modern cloud information technology service management market platforms embed natural-language virtual agents that resolve routine tickets in seconds and escalate complex issues with full context attached, trimming support queues and enhancing employee experience. Predictive insights flag device failures before users are disrupted, a capability viewed as essential infrastructure for dispersed operations.

Data residency regulations limiting cross-border incident data flow

Frameworks such as the EU's Digital Operational Resilience Act and South Korea's data sovereignty mandates require local storage of incident logs that may contain personal information, constraining central analytics and forcing cloud information technology service management market vendors to build regional data centers. Multinationals deploy separate instances to comply, which increases operational costs and fragments global dashboards.

Other drivers and restraints analyzed in the detailed report include:

1. Proliferation of ITIL 4 adoption driving SaaS ITSM upgrades
2. Integration of AI/ML for predictive incident management
3. Legacy tool sprawl hindering unified CMDB migration to cloud

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

Segment Analysis

Solutions captured 72.45% of the cloud information technology service management market share in 2025, reflecting customers priority to secure a robust platform foundation. Subscription revenues at vendors such as ServiceNow surpassed USD 2.5 billion in Q2 2024, illustrating demand for AI automation modules, workflow engines, and low-code app builders.

Services revenue is climbing at 18.65% CAGR as enterprises realize the transformation effort required to configure intelligent routing, federate CMDBs, and embed DevOps pipelines. Managed providers now offer outcome-based agreements tied to MTTR and Net Promoter Scores, transferring operational risk and assuring value delivery.

The public cloud is expected to represent 57.30% of the cloud information technology service management market size in 2025, driven by rapid provisioning and lower infrastructure overhead. Yet, Hybrid cloud is rising at a 16.08% CAGR because regulated sectors keep sensitive data on private nodes while exploiting public-cloud AI engines for analytics.

A hybrid stance also mitigates vendor lock-in: organizations can redirect workloads if pricing or performance shifts. Vendors, therefore, invest in portable architectures that synchronize policies across environments and respect locality constraints without duplicating administrative effort.

Complete Report Scope:

• By Component
  • Solutions
  • Services
• By Deployment Model
  • Public Cloud
  • Private Cloud
  • Hybrid Cloud
• By Organization Size
  • Large Enterprises
  • Small and Medium Enterprises (SMEs)
• By Application
  • Configuration Management
  • Performance Management
  • Network Management
  • Database Management
  • Service Desk and Incident Management
  • Problem Management
  • Other Applications
• By End-user Vertical
  • IT and Telecom
  • BFSI
  • Retail and Consumer Goods
  • Healthcare and Life Sciences
  • Manufacturing
  • Government and Public Sector
  • Education
  • Other End-user Verticals
• By Geography
  • North America
    • United States
    • Canada
    • Mexico
  • Europe
    • United Kingdom
    • Germany
    • France
    • Italy
    • Spain
    • Rest of Europe
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Rest of Asia-Pacific
  • South America
    • Brazil
    • Argentina
    • Chile
    • Rest of South America
  • Middle East
    • Saudi Arabia
    • United Arab Emirates
    • Qatar
    • Turkey
    • Rest of Middle East
  • Africa
    • South Africa
    • Egypt
    • Nigeria
    • Kenya
    • Rest of Africa

Geography Analysis

North America contributed 39.60% of total spending in 2025, enabled by deep cloud adoption, readily available AI skills, and active partnership ecosystems between hyperscalers and platform providers. Enterprises monitor cloud bills more closely and pursue FinOps governance to validate the business value of expansions. Investment continues where automation yields measurable productivity gains, particularly in highly competitive service industries.

The Asia-Pacific region is the fastest-growing region, with a 17.08% CAGR through 2031. National digital agendas in South Korea and Singapore incentivize local data centers, while businesses adopt cloud information technology service management market platforms to comply with data residency mandates. Atlassian's decision to offer Seoul-hosted Jira Service Management illustrates the vendor's response to country-specific rules. Rapid SME formation in India and Indonesia also contributes to the growth in volume.

Europe expands at a steady pace, shaped by GDPR and, from 2025, DORA for finance. Organizations prefer suppliers offering strong encryption, granular audit logs, and documented breach-notification workflows. Middle East and Africa join the adoption curve as government entities pursue smart-city ambitions and require resilient IT backbones. Latin America follows with moderate, cost-sensitive uptake, favoring lighter bundles that address essential incident tracking and knowledge management.

1. ASG Technologies Group, Inc.
2. BMC Software Inc.
3. IBM Corporation
4. Atlassian Corporation Plc
5. Micro Focus International Plc
6. Broadcom (CA Technologies)
7. Freshworks Inc.
8. Cherwell Software LLC
9. Hewlett Packard Enterprise
10. ServiceNow Inc.
11. Ivanti Inc.
12. Citrix Systems Inc.
13. Axios Systems Plc
14. Sunrise Software Ltd.
15. ManageEngine (Zoho Corp.)
16. EasyVista S.A.
17. SysAid Technologies Ltd.
18. SolarWinds Corp.
19. Fujitsu Limited
20. Oracle Corporation
21. Microsoft Corporation

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 Multi-Cloud Service Governance Across Distributed DevOps Teams
  • 4.2.2 Accelerated Shift to Remote and Hybrid Work Requiring ITSM Automation
  • 4.2.3 Proliferation of ITIL 4 Adoption Among Enterprises Driving SaaS ITSM Upgrades
  • 4.2.4 Integration of AI/ML for Predictive Incident Management Reducing MTTR
  • 4.2.5 Subscription-Based Opex Models Preferred Over Capex Especially Among SMEs
• 4.3 Market Restraints
  • 4.3.1 Data Residency Regulations Limiting Cross-Border Incident Data Flow
  • 4.3.2 Legacy Tool Sprawl Hindering Unified CMDB Migration to Cloud
  • 4.3.3 Visibility Gaps in Highly Containerised Micro-services Environments
  • 4.3.4 Rising Cloud Opex Costs Triggering FinOps Scrutiny and Renewal Delays
• 4.4 Value Chain Analysis
• 4.5 Regulatory Outlook
• 4.6 Porter's Five Forces Analysis
  • 4.6.1 Threat of New Entrants
  • 4.6.2 Bargaining Power of Buyers
  • 4.6.3 Bargaining Power of Suppliers
  • 4.6.4 Threat of Substitutes
  • 4.6.5 Intensity of Competitive Rivalry
• 4.7 Assessment of Macro Economic Trends on the Market

5 MARKET SIZE AND GROWTH FORECASTS (VALUES)

• 5.1 By Component
  • 5.1.1 Solutions
  • 5.1.2 Services
• 5.2 By Deployment Model
  • 5.2.1 Public Cloud
  • 5.2.2 Private Cloud
  • 5.2.3 Hybrid Cloud
• 5.3 By Organization Size
  • 5.3.1 Large Enterprises
  • 5.3.2 Small and Medium Enterprises (SMEs)
• 5.4 By Application
  • 5.4.1 Configuration Management
  • 5.4.2 Performance Management
  • 5.4.3 Network Management
  • 5.4.4 Database Management
  • 5.4.5 Service Desk and Incident Management
  • 5.4.6 Problem Management
  • 5.4.7 Other Applications
• 5.5 By End-user Vertical
  • 5.5.1 IT and Telecom
  • 5.5.2 BFSI
  • 5.5.3 Retail and Consumer Goods
  • 5.5.4 Healthcare and Life Sciences
  • 5.5.5 Manufacturing
  • 5.5.6 Government and Public Sector
  • 5.5.7 Education
  • 5.5.8 Other End-user Verticals
• 5.6 By Geography
  • 5.6.1 North America
    • 5.6.1.1 United States
    • 5.6.1.2 Canada
    • 5.6.1.3 Mexico
  • 5.6.2 Europe
    • 5.6.2.1 United Kingdom
    • 5.6.2.2 Germany
    • 5.6.2.3 France
    • 5.6.2.4 Italy
    • 5.6.2.5 Spain
    • 5.6.2.6 Rest of Europe
  • 5.6.3 Asia-Pacific
    • 5.6.3.1 China
    • 5.6.3.2 Japan
    • 5.6.3.3 India
    • 5.6.3.4 South Korea
    • 5.6.3.5 Rest of Asia-Pacific
  • 5.6.4 South America
    • 5.6.4.1 Brazil
    • 5.6.4.2 Argentina
    • 5.6.4.3 Chile
    • 5.6.4.4 Rest of South America
  • 5.6.5 Middle East
    • 5.6.5.1 Saudi Arabia
    • 5.6.5.2 United Arab Emirates
    • 5.6.5.3 Qatar
    • 5.6.5.4 Turkey
    • 5.6.5.5 Rest of Middle East
  • 5.6.6 Africa
    • 5.6.6.1 South Africa
    • 5.6.6.2 Egypt
    • 5.6.6.3 Nigeria
    • 5.6.6.4 Kenya
    • 5.6.6.5 Rest of Africa

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 ASG Technologies Group, Inc.
  • 6.4.2 BMC Software Inc.
  • 6.4.3 IBM Corporation
  • 6.4.4 Atlassian Corporation Plc
  • 6.4.5 Micro Focus International Plc
  • 6.4.6 Broadcom (CA Technologies)
  • 6.4.7 Freshworks Inc.
  • 6.4.8 Cherwell Software LLC
  • 6.4.9 Hewlett Packard Enterprise
  • 6.4.10 ServiceNow Inc.
  • 6.4.11 Ivanti Inc.
  • 6.4.12 Citrix Systems Inc.
  • 6.4.13 Axios Systems Plc
  • 6.4.14 Sunrise Software Ltd.
  • 6.4.15 ManageEngine (Zoho Corp.)
  • 6.4.16 EasyVista S.A.
  • 6.4.17 SysAid Technologies Ltd.
  • 6.4.18 SolarWinds Corp.
  • 6.4.19 Fujitsu Limited
  • 6.4.20 Oracle Corporation
  • 6.4.21 Microsoft Corporation

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-space and Unmet-Need Assessment