클라우드 ITSM 시장 규모 : 컴포넌트별, 서비스 유형별, 지역 범위별, 예측

Cloud ITSM Market Size and Forecast

Cloud ITSM Market size was valued at USD 9.5 Billion in 2024 and is projected to reach USD 34.52 Billion by 2032, growing at a CAGR of 17.5% during the forecast period. i.e., 2026-2032.

Cloud IT Service Management (ITSM) refers to the practice of managing and delivering IT services using cloud-based platforms. It automates and streamlines IT processes such as incident management, change management, and service requests, enhancing efficiency and collaboration. Cloud ITSM allows organizations to access scalable, flexible, and cost-effective IT service solutions without the need for extensive on-premises infrastructure. This approach supports faster service delivery and improved user experience across businesses.

Global Cloud ITSM Market Drivers

The market drivers for the cloud ITSM market can be influenced by various factors. These may include:

Increased Adoption of Cloud Computing: Growing adoption of cloud computing across enterprises drives demand for Cloud ITSM solutions. Organizations prefer cloud-based ITSM for its scalability, flexibility, and cost efficiency. According to VMR, over 85% of enterprises will adopt cloud-first strategies by 2026, boosting the Cloud ITSM market significantly.

Need for Enhanced IT Service Efficiency: Enterprises are seeking to streamline IT operations and improve service delivery. Cloud ITSM automates workflows, reduces manual errors, and enables faster incident resolution. This results in improved productivity and reduced downtime, driving widespread adoption across industries.

Rising Demand for Remote Work Solutions: The surge in remote and hybrid work models post-pandemic has accelerated the need for cloud-based IT service management. Cloud ITSM platforms provide centralized access and seamless collaboration for distributed teams, enhancing IT support regardless of location.

Integration with Emerging Technologies: Integration of Cloud ITSM with AI, machine learning, and automation tools enhances predictive analytics and proactive service management. AI-enabled ITSM solutions are expected to grow rapidly, driving innovation and expanding market potential.

Global Cloud ITSM Market Restraints

Several factors can act as restraints or challenges for the cloud ITSM market. These may include:

Data Security Concerns: Storing sensitive organizational data on cloud platforms raises security and privacy concerns. Companies worry about unauthorized access, data breaches, and compliance with regulations. Ensuring robust encryption and security protocols increases complexity and costs, which can hinder the adoption of cloud-based ITSM solutions.

Integration Complexity: Integrating Cloud ITSM solutions with existing legacy systems and diverse IT infrastructure can be challenging. Compatibility issues and data migration complexities often require additional resources and time, delaying implementation and increasing operational risks for organizations adopting cloud ITSM platforms.

Dependence on Internet Connectivity: Cloud ITSM platforms rely heavily on stable and high-speed internet connections. Poor connectivity or outages can disrupt access to IT services and impact business continuity. This dependence limits the effectiveness of cloud ITSM in regions with unreliable network infrastructure.

Cost Management Challenges: While cloud ITSM can reduce upfront infrastructure costs, ongoing subscription fees and scaling expenses can become significant over time. Without proper cost management, organizations may face budget overruns, making it difficult to justify long-term investments in cloud IT service management.

Global Cloud ITSM Market Segmentation Analysis

The Global Cloud ITSM Market is segmented based on Component, Service Type, and Geography.

Cloud ITSM Market, By Component

Solutions: Cloud ITSM solutions include software platforms that automate and manage IT services, offering modules for incident management, problem resolution, and service requests. These solutions enhance operational efficiency and provide centralized control over IT workflows.

Services: Services in the Cloud ITSM market cover professional services like consulting, implementation, and managed services. These help organizations customize, deploy, and maintain Cloud ITSM solutions effectively, ensuring optimized performance and support.

Cloud ITSM Market, By Service Type

Service Desk Software: This segment includes tools that provide a centralized point for managing IT support tickets, incidents, and user requests, streamlining communication between IT teams and end-users.

Configuration & Change Management: These services help monitor and control IT infrastructure configurations and changes, reducing risks associated with updates and maintaining system integrity.

Operations & Performance Management: This segment involves tools that monitor IT operations and system performance in real-time, enabling proactive issue detection and resolution.

Service Portfolio Management: It covers the management of the complete catalog of IT services, ensuring alignment with business goals and effective resource allocation.

Dashboard Reporting & Analytics: Analytics tools provide real-time insights, performance metrics, and reporting capabilities to facilitate data-driven decision-making and continuous service improvement.

Cloud ITSM Market, By Geography

North America: North America dominates the market due to rapid cloud adoption and the presence of major IT service providers. The region benefits from advanced IT infrastructure and a strong focus on digital transformation, driving demand for cloud-based ITSM solutions across various industries.

Europe: The region shows steady growth supported by stringent data protection regulations and increasing cloud adoption among enterprises. Countries like Germany, the UK, and France are investing heavily in cloud IT services to enhance operational efficiency and compliance.

Asia Pacific: Asia Pacific is the fastest-growing region, propelled by rising digital transformation initiatives, expanding IT infrastructure, and increasing adoption of cloud services in countries such as China, India, and Japan. Government support for cloud technology also fuels market expansion.

Latin America: The market is witnessing gradual growth, especially in Brazil and Mexico, driven by increasing IT spending and cloud migration. Organizations are adopting cloud ITSM solutions to improve service delivery and reduce operational costs.

Middle East and Africa: The Middle East and Africa show emerging potential due to growing digitalization efforts and infrastructure development. Cloud ITSM adoption is still in early stages, but is gaining momentum with expanding enterprise IT modernization projects.

Key Players

The "Global Cloud ITSM Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are ServiceNow, BMC Software, IBM Corporation, Atlassian Corporation Plc, Cherwell Software LLC, Ivanti, Freshworks Inc., ManageEngine, Axios Systems, and Micro Focus International plc.

Our market analysis also includes a section exclusively dedicated to these major players, where our analysts provide deep insights into their financial statements, product benchmarking, and SWOT analysis. The competitive landscape section also covers key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

TABLE OF CONTENTS

1 INTRODUCTION

• 1.1 MARKET DEFINITION
• 1.2 MARKET SEGMENTATION
• 1.3 RESEARCH TIMELINES
• 1.4 ASSUMPTIONS
• 1.5 LIMITATIONS

2 RESEARCH METHODOLOGY

• 2.1 DATA MINING
• 2.2 SECONDARY RESEARCH
• 2.3 PRIMARY RESEARCH
• 2.4 SUBJECT MATTER EXPERT ADVICE
• 2.5 QUALITY CHECK
• 2.6 FINAL REVIEW
• 2.7 DATA TRIANGULATION
• 2.8 BOTTOM-UP APPROACH
• 2.9 TOP-DOWN APPROACH
• 2.10 RESEARCH FLOW
• 2.11 DATA SOURCES

3 EXECUTIVE SUMMARY

• 3.1 GLOBAL CLOUD ITSM MARKET OVERVIEW
• 3.2 GLOBAL CLOUD ITSM MARKET ESTIMATES AND FORECAST (USD BILLION)
• 3.3 GLOBAL CLOUD ITSM MARKET ECOLOGY MAPPING
• 3.4 COMPETITIVE ANALYSIS: FUNNEL DIAGAM
• 3.5 GLOBAL CLOUD ITSM MARKET ABSOLUTE MARKET OPPORTUNITY
• 3.6 GLOBAL CLOUD ITSM MARKET ATTRACTIVENESS ANALYSIS, BY REGION
• 3.7 GLOBAL CLOUD ITSM MARKETATTRACTIVENESS ANALYSIS, BY COMPONENT
• 3.8 GLOBAL CLOUD ITSM MARKET ATTRACTIVENESS ANALYSIS, BY SERVICE TYPE
• 3.9 GLOBAL CLOUD ITSM MARKET GEOGRAPHICAL ANALYSIS (CAGR %)
• 3.10 GLOBAL CLOUD ITSM MARKET, BY COMPONENT(USD BILLION)
• 3.11 GLOBAL CLOUD ITSM MARKET, BY SERVICE TYPE (USD BILLION)
• 3.12 GLOBAL CLOUD ITSM MARKET, BY GEOGRAPHY (USD BILLION)
• 3.13 FUTURE MARKET OPPORTUNITIES

4 MARKET OUTLOOK

• 4.1 GLOBAL CLOUD ITSM MARKET EVOLUTION
• 4.2 GLOBAL CLOUD ITSM MARKET OUTLOOK
• 4.3 MARKET DRIVERS
• 4.4 MARKET RESTRAINTS
• 4.5 MARKET TRENDS
• 4.6 MARKET OPPORTUNITY
• 4.7 PORTER'S FIVE FORCES ANALYSIS
  • 4.7.1 THREAT OF NEW ENTRANTS
  • 4.7.2 BARGAINING POWER OF SUPPLIERS
  • 4.7.3 BARGAINING POWER OF BUYERS
  • 4.7.4 THREAT OF SUBSTITUTE COMPONENTS
  • 4.7.5 COMPETITIVE RIVALRY OF EX9ISTING COMPETITORS
• 4.8 VALUE CHAIN ANALYSIS
• 4.9 PRICING ANALYSIS
• 4.10 MACROECONOMIC ANALYSIS

5 MARKET, BY COMPONENT

• 5.1 OVERVIEW
• 5.2 GLOBAL CLOUD ITSM MARKET: BASIS POINT SHARE (BPS) ANALYSIS, BY COMPONENT
• 5.3 SOLUTIONS
• 5.4 SERVICES

6 MARKET, BY SERVICE TYPE

• 6.1 OVERVIEW
• 6.2 GLOBAL CLOUD ITSM MARKET: BASIS POINT SHARE (BPS) ANALYSIS, BY SERVICE TYPE
• 6.3 SERVICE DESK SOFTWARE
• 6.4 CONFIGURATION & CHANGE MANAGEMENT

7 MARKET, BY GEOGRAPHY

• 7.1 OVERVIEW
• 7.2 NORTH AMERICA
  • 7.2.1 U.S.
  • 7.2.2 CANADA
  • 7.2.3 MEXICO
• 7.3 EUROPE
  • 7.3.1 GERMANY
  • 7.3.2 U.K.
  • 7.3.3 FRANCE
  • 7.3.4 ITALY
  • 7.3.5 SPAIN
  • 7.3.6 REST OF EUROPE
• 7.4 ASIA PACIFIC
  • 7.4.1 CHINA
  • 7.4.2 JAPAN
  • 7.4.3 INDIA
  • 7.4.4 REST OF ASIA PACIFIC
• 7.5 LATIN AMERICA
  • 7.5.1 BRAZIL
  • 7.5.2 ARGENTINA
  • 7.5.3 REST OF LATIN AMERICA
• 7.6 MIDDLE EAST AND AFRICA
  • 7.6.1 UAE
  • 7.6.2 SAUDI ARABIA
  • 7.6.3 SOUTH AFRICA
  • 7.6.4 REST OF MIDDLE EAST AND AFRICA

8 COMPETITIVE LANDSCAPE

• 8.1 OVERVIEW
• 8.2 KEY DEVELOPMENT STRATEGIES
• 8.3 COMPANY REGIONAL FOOTPRINT
• 8.4 ACE MATRIX
  • 8.4.1 ACTIVE
  • 8.4.2 CUTTING EDGE
  • 8.4.3 EMERGING
  • 8.4.4 INNOVATORS

9 COMPANY PROFILES

• 9.1 OVERVIEW
• 9.2 SERVICENOW
• 9.3 BMC SOFTWARE
• 9.4 IBM CORPORATION
• 9.5 ATLASSIAN CORPORATION PLC
• 9.6 CHERWELL SOFTWARE LLC
• 9.7 IVANTI
• 9.8 FRESHWORKS INC
• 9.9 MANAGEENGINE
• 9.10 AXIOS SYSTEMS
• 9.11 MICRO FOCUS INTERNATIONAL PLC