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세계의 IT 서비스 관리(ITSM) 시장 규모, 점유율 및 동향 분석 보고서 : 조직 규모별, 배포 유형별, 제공 제품별, 산업별, 지역별, 전망 및 예측(2023-2030년)
Global IT Service Management (ITSM) Market Size, Share & Trends Analysis Report By Organization Size (Large Enterprises and Small & Medium-sized Enterprise), By Deployment Type, By Offering, By Vertical, By Regional Outlook and Forecast, 2023 - 2030
상품코드 : 1432595
리서치사 : KBV Research
발행일 : 2024년 02월
페이지 정보 : 영문 373 Pages
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한글목차

IT 서비스 관리(ITSM) 시장 규모는 2030년까지 245억 달러에 달할 것으로 예상되며, 예측 기간 동안 연평균 13.3%의 시장 성장률을 나타낼 것으로 전망됩니다.

KBV Cardinal의 매트릭스에 나타난 분석에 따르면 ITSM 시장에서 Microsoft Corporation이 앞서고 있으며, 2021년 8월 Microsoft는 전 세계 조직에 디지털 위협 관리 솔루션 및 위협 인텔리전스를 제공하는 디지털 위협 관리 솔루션과 위협 인텔리전스를 제공하는 사이버 보안 기업 RiskIQ를 인수했습니다. 이번 인수를 통해 마이크로소프트는 디지털 혁신 노력과 하이브리드 업무 환경의 사이버 보안 태세를 강화할 수 있게 되었으며, IBM Corporation, Broadcom, Inc. Company와 같은 기업들은 ITSM 시장의 주요 혁신가들입니다.

시장 성장 요인

고객 중심의 접근 방식은 IT 서비스가 고객의 기대에 부응하고 이를 초과하여 만족도를 높일 수 있도록 보장합니다. 만족도가 높은 고객은 ITSM 솔루션을 지지하기 쉽고, 입소문과 시장 확대에 기여합니다. 고객 중심주의는 조직이 ITSM 프로세스에서 서비스 품질을 우선시하게 만듭니다. 고품질 IT 서비스는 유사한 개선을 원하는 다른 조직의 관심을 끌게 되고, ITSM 솔루션 시장을 확대할 수 있습니다. 고객 만족을 중시하면 ITSM 솔루션 공급자의 명성이 높아지고 브랜드 이미지가 강화되며, ITSM 솔루션을 찾는 조직은 효과적인 커뮤니케이션과 지원을 중요시하기 때문에 고객 중심주공급자에게 더 많은 시장 기회를 제공합니다.

클라우드 기반 서비스는 변화하는 비즈니스 요구사항에 대응할 수 있는 확장성과 유연성을 갖춘 인프라를 제공합니다. 클라우드 환경과 호환되는 ITSM 솔루션을 통해 기업은 IT 서비스를 효율적으로 확장할 수 있기 때문에 이러한 솔루션에 대한 수요가 증가하고 있습니다. 클라우드 서비스는 어디서나 IT 리소스에 대한 원격 액세스를 용이하게 하고, 인력의 분산화를 촉진합니다. 클라우드 기반 서비스를 통해 용도를 신속하게 배포하고 원활하게 업데이트할 수 있습니다. 클라우드 기반 ITSM 솔루션을 통해 기업은 ITSM 인프라를 신속하게 도입하고 업데이트할 수 있어 시장 도입 확대에 기여하고 있습니다. 따라서 클라우드 기반 서비스 채택이 증가하고 있는 것은 시장 성장을 가속하는 매우 중요한 요인으로 작용하고 있습니다.

시장 성장 억제요인

데이터 유출은 무단 액세스 및 기밀 정보 유출로 이어질 수 있으며, ITSM 솔루션을 사용하는 조직은 데이터 유출이 발생하면 고객 및 이해 관계자의 신뢰에 영향을 미치는 유언비어 및 법적 영향에 직면 할 수 있습니다. 데이터 보안 사고는 고객의 신뢰와 신용을 훼손합니다. 데이터 유출이나 기밀 정보의 부적절한 취급은 소비자의 신뢰를 훼손하고 조직의 평판과 고객 관계에 악영향을 미칠 수 있으며, ITSM 솔루션이 사이버 범죄자들에게 매력적인 표적이 되면서 조직은 교묘한 위협으로부터 자신을 보호하기 위해 사이버 보안 조치를 지속적으로 발전시켜야 하는 과제에 직면해 있습니다. 사이버 보안 대책을 지속적으로 진화시켜야 하는 과제에 직면해 있습니다. 클라우드 기반 ITSM 솔루션의 경우, 클라우드 내 데이터 체류 및 보안에 대한 우려가 발생합니다. 조직은 클라우드에 저장된 데이터의 보안과 데이터 전송 중 발생할 수 있는 침해에 대한 우려로 인해 클라우드 기반 ITSM 솔루션 채택을 주저할 수 있습니다. 프라이버시를 고려하여 구축된 ITSM 솔루션에 대한 수요는 강력한 프라이버시 기능이 없는 솔루션의 채택을 제한하고 시장 역학에 영향을 미칠 수 있습니다.

시장의 주요 기업들은 시장에서 경쟁력을 유지하기 위해 다양하고 혁신적인 제품으로 경쟁하고 있습니다. 위 그림은 시장에서 주요 기업의 매출 비율을 보여줍니다. 시장의 주요 기업들은 다양한 산업 수요에 대응하기 위해 다양한 전략을 채택하고 있습니다. 이 시장의 주요 개발 전략은 인수합병입니다.

목차

제1장 시장 범위와 조사 방법

제2장 시장 요약

제3장 시장 개요

제4장 경쟁 분석 - 세계

제5장 세계의 ITSM 시장 : 조직 규모별

제6장 세계의 ITSM 시장 : 전개 유형별

제7장 세계의 ITSM 시장 : 제공별

제8장 세계의 ITSM 시장 : 업종별

제9장 세계의 ITSM 시장 : 지역별

제10장 기업 개요

제11장 ITSM 시장을 위한 성공 필수 조건

LSH
영문 목차

영문목차

The Global IT Service Management (ITSM) Market size is expected to reach $24.5 billion by 2030, rising at a market growth of 13.3% CAGR during the forecast period.

The IT & telecom segment heavily relies on various IT services to support their operations, ranging from network management to customer support systems. Therefore, the IT & telecom segment acquired $1,777.0 million in 2022. The growing complexity of IT environments in this sector increases the demand for ITSM solutions that can effectively manage and optimize these services. ITSM tools contribute to improved customer experience by ensuring prompt issue resolution, reducing service downtime, and providing efficient customer support. Positive customer experiences increase customer loyalty and retention, critical factors for success in the competitive IT & telecom segment.

The major strategies followed by the market participants are Mergers & Acquisition as the key developmental strategy to keep pace with the changing demands of end users. For instance, In January 2024, Zendesk, Inc. acquired Klaus. Through this acquisition, Zendesk AI and Klaus' functionalities would assist businesses in managing increased complexity and volume, ensuring that both digital and human agents provide personalized and empathetic service. Additionally, In December 2023, IBM Corporation acquired StreamSets that would enhance WatsonX with data ingestion, while webMethods would offer additional integration and API tools for hybrid multi-cloud environments.

Based on the Analysis presented in the KBV Cardinal matrix; Microsoft Corporation is the forerunner in the IT Service Management (ITSM) Market. In 2021, August, Microsoft Corporation took over RiskIQ, a cybersecurity company offering digital threat management solutions and threat intelligence for organizations worldwide. Through this acquisition, Microsoft would be able to enhance the cybersecurity posture for digital transformation initiatives and hybrid work environments. Companies such as IBM Corporation, Broadcom, Inc., Hewlett Packard Enterprise Company, are some of the key innovators in IT Service Management (ITSM) Market.

Market Growth Factors

A customer-centric approach ensures that IT services meet or exceed customer expectations, leading to higher satisfaction. Satisfied customers are likelier to advocate for ITSM solutions, contributing to word-of-mouth referrals and market expansion. Customer-centricity drives organizations to prioritize service quality in ITSM processes. High-quality IT services attract the attention of other organizations seeking similar improvements, thereby expanding the market for ITSM solutions. Focusing on customer satisfaction builds a positive reputation and strengthens the brand image of ITSM solution providers. Organizations seeking ITSM solutions value effective communication and support, leading to increased market opportunities for providers with a customer-centric focus.

Cloud-based services offer scalable and flexible infrastructure that can adapt to changing business requirements. ITSM solutions compatible with cloud environments enable organizations to scale their IT services efficiently, driving the demand for such solutions. Cloud services facilitate remote accessibility to IT resources from anywhere, promoting a distributed workforce. Cloud-based services enable rapid deployment of applications and seamless updates. Cloud-compatible ITSM solutions allow organizations to quickly deploy and update their ITSM infrastructure, contributing to increased market adoption. Hence, growing adoption of cloud-based services has been a pivotal factor in driving the growth of the market.

Market Restraining Factors

Data breaches can lead to unauthorized access and exposure of sensitive information. Organizations utilizing ITSM solutions may face reputational damage and legal consequences if a data breach occurs, impacting the trust of customers and stakeholders. Data security incidents erode customer trust and confidence. Data breaches and improper handling of sensitive information can potentially erode consumer trust, adversely impacting an organization's reputation and customer relationships. As ITSM solutions become attractive targets for cybercriminals, organizations face the challenge of continuously evolving cybersecurity measures to safeguard against sophisticated threats. Cloud-based ITSM solutions raise concerns about data residency and security in the cloud. Organizations may hesitate to adopt cloud based ITSM solutions due to uncertainties about the security of data stored in the cloud and potential breaches during data transit. The demand for ITSM solutions built with privacy in mind may limit the adoption of solutions lacking robust privacy features, impacting market dynamics.

The leading players in the market are competing with diverse innovative offerings to remain competitive in the market. The above illustration shows the percentage of revenue shared by some of the leading companies in the market. The leading players of the market are adopting various strategies in order to cater demand coming from the different industries. The key developmental strategies in the market are Acquisitions.

By Organization Size Analysis

On the basis of organization size, the market is bifurcated into small & medium-sized enterprise and large enterprises. The small & medium-sized enterprise segment covered a considerable revenue share in the market in 2022. Small & medium-sized enterprise often operate with limited resources, making operational efficiency a top priority. ITSM solutions streamline processes, automate routine tasks, and enhance overall efficiency in managing IT services. As small & medium-sized enterprise grow, their IT needs evolve. Scalable ITSM solutions allow small & medium-sized enterprise to expand their IT infrastructure and services without facing major disruptions, supporting business growth. Small & medium-sized enterprise focus on providing excellent customer experiences. ITSM solutions contribute to improved service delivery, faster issue resolution, and enhanced communication, resulting in higher customer satisfaction.

By Deployment Type Analysis

Based on deployment type, the market is classified into cloud and on-premise. In 2022, the cloud segment registered the maximum revenue share in the market. Cloud-based solutions enable rapid deployment compared to traditional on-premises alternatives. Organizations can quickly implement ITSM solutions, accelerating time-to-value and responsiveness to business needs. Cloud-based ITSM solutions facilitate collaboration among teams and stakeholders. Improved collaboration ensures that ITSM processes are transparent, well-coordinated, and aligned with organizational goals.

By Offering Analysis

By offering, the market is categorized into solution and services. The services segment covered a considerable revenue share in the market in 2022. ITSM services focus on optimizing service delivery processes, leading to improved service quality. Enhanced service quality results in higher customer satisfaction, increased user productivity, and a positive impact on the overall business. ITSM services facilitate efficient identification and resolution of IT incidents. Quick incident resolution minimizes service disruptions, ensuring business continuity and reducing the impact on end-users. A positive user experience fosters collaboration, encourages user adoption, and improves employee satisfaction.

By Solution Analysis

Under solution type, the market is segmented into service portfolio management, configuration & change management, service desk software, operations & performance management, and dashboarding, reporting & analytics. In 2022, the operations & performance management segment witnessed the largest revenue share in the market. Operations & performance management tools help optimize IT processes, reducing downtime and improving overall efficiency. Streamlining operations ensures that IT services are delivered promptly and consistently, enhancing customer satisfaction. Operations & performance management tools generate valuable data and insights that can be used for informed decision-making. Data-driven decision-making contributes to strategic planning, helping organizations align their IT services with business goals.

By Vertical Analysis

By vertical, the market is divided into BFSI, IT & telecom, government & public sector, energy & utilities, manufacturing, retail & consumer goods, media & entertainment, healthcare & lifesciences, and others. In 2022, the BFSI segment held the highest revenue share in the market. BFSI organizations handle sensitive financial data and are subject to strict regulatory requirements. ITSM solutions help ensure data security, enforce compliance, and manage audits to meet industry regulations such as GDPR, PCI DSS, and SOX. BFSI organizations prioritize customer service excellence. ITSM solutions enhance service delivery, streamline customer support processes, and contribute to a positive customer experience through efficient incident resolution. The BFSI segment emphasizes strong IT governance. ITSM frameworks, such as ITIL (Information Technology Infrastructure Library), provide a structured approach to IT governance, ensuring alignment with business objectives.

By Regional Analysis

Region-wise, the market is analysed across North America, Europe, Asia Pacific, and LAMEA. In 2022, the North America region led the market by generating the highest revenue share. North American businesses heavily rely on technology to drive their operations, making ITSM essential for managing and optimizing IT services. Cybersecurity has gained more attention in North America because of the growing sophistication and frequency of cyberattacks. Cloud-based services are rising in North America due to their scalability, flexibility, and accessibility.

Recent Strategies Deployed in the Market

List of Key Companies Profiled

Global IT Service Management (ITSM) Market Report Segmentation

By Organization Size

By Deployment Type

By Offering

By Vertical

By Geography

Table of Contents

Chapter 1. Market Scope & Methodology

Chapter 2. Market at a Glance

Chapter 3. Market Overview

Chapter 4. Competition Analysis - Global

Chapter 5. Global IT Service Management (ITSM) Market by Organization Size

Chapter 6. Global IT Service Management (ITSM) Market by Deployment Type

Chapter 7. Global IT Service Management (ITSM) Market by Offering

Chapter 8. Global IT Service Management (ITSM) Market by Vertical

Chapter 9. Global IT Service Management (ITSM) Market by Region

Chapter 10. Company Profiles

Chapter 11. Winning imperatives of IT Service Management (ITSM) Market

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