세계 클라우드 ITSM 시장 규모는 2023년 87억 달러에 달했습니다. IMARC Group은 2024년부터 2032년까지 16.92%의 연평균 성장률(CAGR)을 보이며 2032년까지 360억 달러 규모에 이를 것으로 예상하고 있습니다. 같은 첨단 기술의 통합, 의료 및 제조 산업에서의 서비스 확산 등이 시장을 이끄는 주요 요인으로 작용하고 있습니다.
클라우드 정보 기술 서비스 관리(ITSM)는 클라우드 인프라에서 호스팅되는 IT 서비스를 관리하는 전략적 접근 방식으로, 조직의 IT와 비즈니스 목표의 일관성을 보장합니다. 서비스 데스크 소프트웨어, IT 자산 관리, 변경 및 릴리스 관리 등 다양한 종류가 있습니다. 클라우드 ITSM은 인공지능(AI), 머신러닝(ML), 빅데이터 분석 등 첨단 기술을 활용합니다. 인시던트 보고, 지식 관리, 서비스 수준 협약(SLA), 컴플라이언스 모니터링 등 다양한 용도로 폭넓게 활용되고 있습니다. 클라우드 ITSM은 비용 효율성, 확장성, 비즈니스 연속성 등 다양한 장점을 가지고 있습니다.
IT 환경이 복잡해짐에 따라 시스템 유지 및 최적화를 위한 효율적인 서비스 관리 솔루션에 대한 필요성이 증가함에 따라 시장 성장을 촉진하는 주요 요인 중 하나가 되고 있습니다. 또한, 비즈니스의 효율성과 민첩한 IT 서비스에 대한 요구가 증가함에 따라 클라우드 ITSM 솔루션이 필수적으로 요구되고 있으며, 이는 시장 성장에 긍정적인 영향을 미치고 있습니다. 여기에 원격 근무 환경의 증가로 인해 분산된 인력을 관리할 수 있는 확장성이 뛰어난 클라우드 기반 솔루션에 대한 필요성이 높아진 것도 성장을 촉진하는 요인으로 작용하고 있습니다. 또한, 자동화 및 예측 관리를 가능하게 하는 인공지능(AI) 및 머신러닝(ML) 기능을 ITSM 플랫폼에 통합하는 등 기술 혁신의 증가는 시장 성장을 크게 촉진하고 있습니다. 또한, 의료, 제조 등 전통적인 IT 분야가 아닌 다른 분야에서도 클라우드 ITSM 도입이 증가하고 있는 것도 시장 성장의 한 요인으로 작용하고 있습니다.
IT 환경의 복잡성 증가
IT 인프라의 복잡성을 증가시키는 기술 발전의 가속화가 시장 성장을 견인하고 있습니다. 또한, 클라우드 서비스, 모바일 기기, 가상화, 사물인터넷(IoT) 구성요소로 구성된 조직의 복잡한 네트워크를 관리할 수 있는 고효율 서비스 관리 솔루션에 대한 수요가 증가하면서 시장 성장에 긍정적인 영향을 미치고 있습니다. 또한, 클라우드 ITSM은 적응성과 확장성이 뛰어나고 도전과 기회에 빠르게 대응할 수 있다는 점에서 클라우드 ITSM의 보급이 시장 성장을 촉진할 것으로 예상됩니다. 또한, 클라우드 ITSM의 중앙 집중화는 리소스 관리를 용이하게 하고, 관리 업무를 간소화하며, 비효율과 오류의 위험을 감소시켜 시장 성장에 유익한 성장 기회를 제공합니다.
비즈니스의 효율성과 민첩한 IT 서비스에 대한 관심 증가
시장 변화에 대한 신속한 대응에 대한 요구가 증가하고 리소스 최적화에 대한 관심이 높아지면서 시장 성장을 견인하고 있습니다. 또한, 클라우드 ITSM 서비스는 조직이 고유한 요구 사항에 따라 맞춤화할 수 있는 모듈식 및 적응형 프레임워크를 제공하기 때문에 수요가 증가하고 있으며, 이는 시장 성장에 긍정적인 영향을 미치고 있습니다. 이와 함께 효과적인 리소스 할당을 용이하게 하고, 반복적인 작업을 자동화하며, 시스템 성능에 대한 실시간 인사이트를 제공하고, 조직이 정보에 입각한 의사결정을 내릴 수 있도록 지원하는 서비스 애플리케이션의 등장이 시장 성장을 견인하고 있습니다. 또한, 클라우드 ITSM이 DevOps 이니셔티브를 지원하여 개발팀과 운영팀 간의 거리를 좁히고 프로세스를 간소화하여 신제품과 새로운 기능의 시장 출시 시간을 단축할 수 있게 된 것도 시장 성장에 기여하고 있습니다. 또한, 클라우드 ITSM 서비스를 도입함으로써 기업은 시장 변화와 기회에 빠르게 대응할 수 있게 되어 비즈니스 효율성을 더욱 향상시킬 수 있습니다.
리모트 워크의 확산
원격 근무로의 전환이 증가함에 따라 IT 부서는 데이터 보안과 기업 애플리케이션에 대한 접근성 확보 등 고유한 과제를 안고 있으며, 이는 시장 성장을 촉진하는 주요 요인으로 작용하고 있습니다. 이에 따라 클라우드 ITSM 솔루션의 도입이 확대되고 있습니다. 클라우드 ITSM 솔루션은 분산된 직원을 효율적으로 관리하는 데 필요한 유연성과 확장성을 제공하기 때문에 시장 성장을 촉진하고 있습니다. 또한, 많은 클라우드 ITSM 플랫폼에 내재된 보안 프로토콜이 강화되어 여러 위치에서 접근하더라도 기밀 데이터를 보호할 수 있게 된 것도 성장을 촉진하는 요인으로 작용하고 있습니다. 이와 더불어, 네트워크 성능을 실시간으로 모니터링하고 문제를 신속하게 파악하고 해결할 수 있는 기능을 갖춘 클라우드 ITSM 시스템 도입이 증가하고 있는 것도 시장 성장에 큰 영향을 미치고 있습니다. 또한, 원격 근무의 증가는 높은 수준의 성능과 보안을 유지하면서 분산된 인력을 관리할 수 있는 클라우드 ITSM 솔루션의 중요성을 강조하며 시장 성장에 유리한 기회를 제공하고 있습니다.
The global cloud ITSM market size reached US$ 8.7 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 36.0 Billion by 2032, exhibiting a growth rate (CAGR) of 16.92% during 2024-2032. The increasing complexity of IT environments, growing need for agile IT solutions, integration of advanced technologies like artificial intelligence (AI) and machine learning (ML) and the widespread service adoption in healthcare and manufacturing sectors are some of the major factors propelling the market.
Cloud information technology service management (ITSM) is a strategic approach for managing IT services hosted on cloud infrastructure to ensure an organization's IT aligns with its business objectives. It includes various types, such as service desk software, IT asset management, and change and release management. Cloud ITSM utilizes advanced technologies like artificial intelligence (AI), machine learning (ML), and big data analytics. It is widely utilized in various applications, such as incident reporting, knowledge management, service-level agreement (SLA), and compliance monitoring. Cloud ITSM offers numerous benefits, including cost-effectiveness, scalability, and business continuity.
The increasing complexity of IT environments, necessitating the need for efficient service management solutions to maintain and optimize systems, is one of the major factors stimulating the market growth. Furthermore, the growing focus on business efficiencies and the need for agile IT services, making cloud ITSM solutions indispensable, which is positively influencing the market growth. Along with this, the rising remote working environments, emphasizing the need for scalable, cloud-based solutions that can manage a distributed workforce, are acting as a growth-inducing factor. Additionally, the increasing innovations, such as the integration of artificial intelligence (AI) and machine learning (ML) capabilities into ITSM platforms to enable automation and predictive management, are providing a significant push to the market growth. Moreover, the rising adoption of cloud ITSM in sectors outside traditional IT, such as healthcare and manufacturing, is another factor contributing to the market growth.
Increasing complexity of IT environments
The accelerating rate of technological advancements leading to increasingly complex IT infrastructures is propelling the market growth. Moreover, the growing demand for highly efficient service management solutions capable of navigating the organization's intricate networks that comprise cloud services, mobile devices, virtualization, and the Internet of Things (IoT) components is positively influencing the market growth. Along with this, the widespread adoption of cloud ITSM, as it is highly adaptive and scalable, enabling organizations to respond swiftly to challenges and opportunities, is anticipated to drive the market growth. Moreover, the centralized nature of cloud ITSM that allows for easier and more unified management of resources simplifying administrative tasks and reducing the risks of inefficiencies and errors, is providing remunerative growth opportunities for the market growth.
Increasing focus on business efficiencies and agile IT services
The increasing need for quick adaptability to market changes, coupled with the growing emphasis on resource optimization, is propelling the market growth. Moreover, the widespread demand for cloud ITSM services, as it offers a modular and adaptable framework that organizations can customize based on their unique requirements, is positively impacting the market growth. In line with this, the rising service application, as it facilitates effective resource allocation, automates repetitive tasks, and provides real-time insights into system performance, allowing organizations to make informed decisions, is bolstering the market growth. Furthermore, the growing support by cloud ITSM to DevOps initiatives, which aim to bring development and operations teams closer together, thus streamlining processes and reducing time-to-market for new products or features, is catalyzing the market growth. Along with this, the incorporation of cloud ITSM services enabling organizations to react quickly to market changes and opportunities, further enhancing business efficiencies, is stimulating the market growth.
Growing prevalence of remote work
The rising shift towards remote work, which is posing unique challenges for IT departments, such as ensuring data security and providing access to enterprise applications, are major factors catalyzing the market growth. In line with this, the escalating adoption of cloud ITSM solutions, as they offer the flexibility and scalability needed to manage a distributed workforce effectively, is stimulating the market growth. Moreover, the growing security protocols inherent in many cloud ITSM platforms that help organizations safeguard their sensitive data even when accessed from multiple locations are acting as a growth-inducing factor. Along with this, the increasing adoption of cloud ITSM systems, equipped with features that monitor network performance in real-time, allowing for prompt identification and resolution of issues, is another major factor enhancing the market growth. Furthermore, the rising remote working conditions, emphasizing the importance of cloud ITSM solutions in managing a distributed workforce while maintaining high levels of performance and security, are offering remunerative opportunities for the market growth.
IMARC Group provides an analysis of the key trends in each segment of the market report, along with forecasts at the global, regional, and country levels from 2024-2032. Our report has categorized the market based on component, end user, and vertical.
Solutions
Operation and Performance Management
Service Portfolio Management
Service Desk Software
Dashboard Reporting and Analytics
Configuration and Change Management
Services
Professional Services
Managed Services
Solutions dominates the market
The report has provided a detailed breakup and analysis of the market based on the component. This includes solutions (operation and performance management, service portfolio management, service desk software, dashboard reporting and analytics, and configuration and change management) and services (professional services and managed services). According to the report, solutions represented the largest segment.
Solutions dominate the cloud ITSM market owing to the increasing need for software tools that can efficiently manage, monitor, and analyze IT services. In line with this, the increasing complexities of modern IT environments, requiring robust software solutions that can scale, adapt, and manage diverse and intricate IT resources, are propelling the market growth. Moreover, cloud-based solutions can easily scale to accommodate business growth or changes, making them highly appealing to organizations of all sizes. Additionally, these solutions often operate on a subscription-based model, making them more affordable than investing in in-house hardware and software. Besides this, modern cloud ITSM solutions are equipped with capabilities that can be customized to fit an organization's unique needs, offering greater value and utility. Furthermore, cloud ITSM solutions often come with APIs and pre-built connectors that allow easy integration with existing enterprise software, making them attractive.
Large Enterprises
Small and Medium Enterprises
Large enterprises dominate the market
The report has provided a detailed breakup and analysis of the market based on the end user. This includes large enterprises and small and medium enterprises. According to the report, large enterprises represented the largest segment.
Large enterprises are dominating the market share as they have complex IT infrastructures with a wide array of hardware, software, and network resources, requiring a robust and comprehensive ITSM solution. Moreover, the increasing need for operational efficiency in large enterprises, given the vast scale at which they operate, where inefficiency can quickly magnify into significant problems affecting productivity and profitability, is favoring the market growth. Along with this, the cloud-based nature of ITSM solutions enables centralized control, making it easier for large enterprises to manage IT services across various regions. Furthermore, the sheer size of the workforce in large enterprises results in a vast amount of service requests, incidents, and problems as compared to smaller organizations. In line with this, cloud ITSM solutions can handle a high volume of service tickets efficiently due to features like automated ticket routing, prioritization, and resolution.
BFSI
IT and Telecommunication
Healthcare
Manufacturing
Retail
Education
Others
IT and telecommunication dominate the market
The report has provided a detailed breakup and analysis of the market based on the vertical. This includes BFSI, IT and telecommunication, healthcare, manufacturing, retail, education, and others. According to the report, IT and telecommunication represented the largest segment.
IT and telecommunication sectors depend on robust and scalable IT infrastructure. These industries are built around technology, requiring effective IT resource management, making cloud ITSM solutions an essential tool for effective management. Moreover, the IT and telecommunication sectors handle many data and transactions daily, including customer data, network configurations, and service requests. In line with this, cloud ITSM solutions are well-suited to manage this high throughput efficiently, with features like automated ticketing systems, real-time analytics, and advanced reporting capabilities. Besides this, these sectors are highly competitive as organizations constantly strive for operational efficiencies, cost reduction, and quicker time-to-market for new services. Furthermore, cloud ITSM solutions are often designed to seamlessly integrate with other tools and platforms commonly used in the IT and telecommunication sectors, such as customer relationship management (CRM) and network management systems (NMS).
North America
United States
Canada
Asia Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
North America exhibits a clear dominance, accounting for the largest cloud ITSM market share
The market research report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America accounted for the largest market share.
North America exhibits a clear dominance in the global cloud ITSM market as the region is a hub for technological innovation and advancement. The presence of tech giants and numerous startups in Silicon Valley and other tech centers drives a culture of innovation, creating a favorable environment for the adoption of advanced cloud ITSM solutions. Moreover, organizations in North America had a head start in integrating cloud ITSM solutions into their operations as the region is an early adopter of technology. Additionally, the region hosts many large enterprises, especially in sectors like technology, finance, and healthcare, with complex IT needs, which can best be managed through robust cloud ITSM platforms. Furthermore, the supportive regulatory framework in North America, which is encouraging the use of advanced IT systems for compliance, is catalyzing the market growth. Along with this, companies in North America are allocating substantial resources to IT, reflecting the region's recognition of technology as a strategic investment rather than a cost center.
The leading companies in the cloud ITSM market are continually developing new features and capabilities for their cloud ITSM platforms, including leveraging AI and ML algorithms for automated decision-making, predictive analytics, and enhanced user experience. Moreover, the major firms are forming strategic acquisitions and partnerships to broaden their service offerings and reach new customer bases. Additionally, companies are offering tailored solutions that include specialized ITSM platforms for sectors like healthcare, manufacturing, and education. In addition, they are providing customizable modules that can be adapted according to specific business requirements. Besides this, many companies are expanding their operations globally to tap into emerging markets, setting up local data centers that comply with regional regulations. Furthermore, companies are also offering extensive training and support programs that help with faster adoption rates and ensure that customers can make the most out of their investments.
Axios Systems
BMC Software Inc.
CA Technologies (Broadcom Inc.)
Cherwell Software LLC
Citrix Systems Inc.
Hewlett Packard Enterprise
International Business Machines Corporation (IBM)
Micro Focus International Plc
Microsoft Corporation
Oracle Corporation
ServiceNow
SysAid Technologies Ltd.
(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)
In March 2021, Axios Systems was acquired by IFS. Axios Systems is a global provider of cloud-based Enterprise Service Management (ESM) software, recognized as a leader in IT Service Management (ITSM) and IT Operations Management (ITOM).
In June 2023, BMC was recognized as a leader in the GigaOm Radar for IT Service Management (ITSM) report. The report highlights BMC's artificial intelligence (AI) features and the change management and service delivery risk capabilities as top performing features.
In July 2023, Citrix Systems Inc. updated new features and products of Citrix ITSM Adapter that includes the improved ServiceNow instance registration process. It provides a comprehensive view of all ServiceNow instances that have access to Citrix Cloud and users can easily select or switch between instances, ensuring a seamless registration experience.