HOME Top Market Reports Cloud-Based ITSM Market by Solution (Service Portfolio Management, Change & Configuration Management, Service Desk Software, Operations & Performance Management, Dashboard, Reporting, & Analytics), Service, Vertical, & Region - Global Forecast to 2021

Cloud-Based ITSM Market by Solution (Service Portfolio Management, Change & Configuration Management, Service Desk Software, Operations & Performance Management, Dashboard, Reporting, & Analytics), Service, Vertical, & Region - Global Forecast to 2021

By: marketsandmarkets.com
Publishing Date: June 2016
Report Code: TC 4348

 

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The global cloud-based IT Service Management (ITSM) market is estimated to grow from USD 4.41 Billion in 2016 to USD 8.78 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 14.8% from 2016 to 2021. The objectives of the report are to define, describe, and forecast the global cloud-based ITSM market on the basis of solutions, services, organization size, verticals, and regions, to provide detailed information regarding the key factors influencing market growth (drivers, restraints, opportunities, and challenges), and to forecast the market size of market segments with respect to five main regions, namely, North America, Europe, Asia-Pacific (APAC), the Middle East and Africa (MEA), and Latin America. The base year considered for the study is 2015 and the market size is forecast from 2016 to 2021.

The research methodology used to estimate and forecast the market begins with capturing data on key vendor revenues through secondary research. The vendor offerings are also taken into consideration to determine the market segmentation. The bottom-up procedure has been employed to arrive at the overall market size of the global cloud-based ITSM market from the revenue of the key players in the market. After arriving at the overall market size, the total market has been split into several segments and subsegments, which have been then verified through primary research by conducting extensive interviews with key people, such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures have been employed to complete the overall market engineering process and arrive at the exact statistics for all segments and subsegments. The breakdown of profiles of primary is depicted in the below figure:

Cloud-Based ITSM Market

To know about the assumptions considered for the study, download the pdf brochure

The cloud-based ITSM ecosystem comprises ITSM solution providers and providers of associated professional and managed services. Cloud-based ITSM solution providers include prominent vendors such as ServiceNow, BMC Software, Inc., Cherwell Software LLC, Hewlett Packard Enterprise, HEAT Software USA Inc., CA Technologies, and others, which cater to the unique business requirements of the end users.

Key Target Audience:

  • Cloud-based ITSM vendors
  • Enterprise service management vendors
  • IT service desk solution vendors
  • Technology consultants
  • Consulting firms
  • System integrators

Scope of the Report

The research report segments the cloud-based ITSM market into the following submarkets:

By Solution:

  • Service portfolio management
  • Configuration and change management
  • Service desk software
  • Operations and performance management
  • Dashboard, reporting, and analytics

By Service:

  • Professional services
  • Managed services

By Organization Size:

  • Small and Medium Enterprises (SMEs)
  • Large enterprises

By Vertical:

  • Banking, Financial Services, and Insurance (BFSI)
  • Telecommunication and IT
  • Healthcare and life sciences
  • Retail and Consumer Packaged Goods (CPG)
  • Government and public sector
  • Energy and utilities
  • Travel and hospitality
  • Manufacturing
  • Education
  • Others

By Region:

  • North America
  • Europe
  • Asia-Pacific
  • Middle East and Africa
  • Latin America

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs. The following customization options are available for the report:

Product Analysis

  • Product matrix which gives a detailed comparison of product portfolio of each company

Geographic Analysis

  • Further breakdown of the North American cloud-based ITSM market
  • Further breakdown of the European market
  • Further breakdown of the APAC market
  • Further breakdown of the MEA market
  • Further breakdown of the Latin American market

Company Information

  • Detailed analysis and profiling of additional market players

Table of Contents

1 Introduction (Page No. - 14)
    1.1 Objectives of the Report
    1.2 Market Definition
    1.3 Market Scope
           1.3.1 Markets Covered
           1.3.2 Years Considered in the Report
    1.4 Currency
    1.5 Limitations
    1.6 Stakeholders

2 Research Methodology (Page No. - 18)
    2.1 Introduction
    2.2 Research Data
           2.2.1 Secondary Data
                    2.2.1.1 Key Data From Secondary Sources
           2.2.2 Primary Data
                    2.2.2.1 Key Data From Primary Sources
                    2.2.2.2 Key Industry Insights
                    2.2.2.3 Breakdown of Primary Interviews
    2.3 Market Size Estimation
           2.3.1 Bottom-Up Approach
           2.3.2 Top-Down Approach
    2.4 Market Breakdown and Data Triangulation
    2.5 Research Assumptions

3 Executive Summary (Page No. - 26)

4 Premium Insights (Page No. - 30)
    4.1 Attractive Market Opportunities in the Market
    4.2 Cloud-Based ITSM Market, By Solution
    4.3 Cloud-Based ITSM Market, By Organization Size
    4.4 Global Market, By Vertical and Region
    4.5 Lifecycle Analysis, By Region, 2016

5 Market Overview (Page No. - 34)
    5.1 Introduction
    5.2 Evolution
    5.3 Market Segmentation
           5.3.1 By Solution
           5.3.2 By Service
           5.3.3 By Organization Size
           5.3.4 By Vertical
           5.3.5 By Region
    5.4 Market Dynamics
           5.4.1 Drivers
                    5.4.1.1 Widespread Adoption of Byod Policies and Increasing Mobile Workforce
                    5.4.1.2 Advent of Advanced Technologies Such as Big Data and Iot
                    5.4.1.3 Benefits of Agile Implementation, Easy Deployment, and Subscription-Based Pricing
           5.4.2 Restraints
                    5.4.2.1 Security and Privacy Concerns
                    5.4.2.2 High Network Bandwidth Requirements
           5.4.3 Opportunities
                    5.4.3.1 Increasing Adoption Rate of Cloud-Based Technologies
                    5.4.3.2 Increasing Demand of Cloud-Based ITSM Solutions Among the SMES
           5.4.4 Challenges
                    5.4.4.1 Integration Concerns With Traditional Architectures
                    5.4.4.2 Lack of Expertise

6 Industry Trends (Page No. - 43)
    6.1 Introduction
    6.2 Value Chain Analysis
    6.3 Strategic Benchmarking
    6.4 Portfolio Comparison

7 Cloud-Based ITSM Market Analysis, By Solution (Page No. - 47)
    7.1 Introduction
    7.2 Service Portfolio Management
           7.2.1 Service Level Management
           7.2.2 IT Asset Management
           7.2.3 Financial Management
    7.3 Configuration and Change Management
           7.3.1 Configuration Management
           7.3.2 Change and Release Management
    7.4 Service Desk Software
           7.4.1 Event and Incident Management
           7.4.2 Problem Management
           7.4.3 Access Management
           7.4.4 Request Fulfillment and Self-Service Solutions
    7.5 Operations and Performance Management
           7.5.1 Availability Management
           7.5.2 Performance Monitoring and IT Operations Management
           7.5.3 Workload Automation
    7.6 Dashboard, Reporting, and Analytics

8 Cloud-Based ITSM Market Analysis, By Service (Page No. - 55)
    8.1 Introduction
    8.2 Professional Services
    8.3 Managed Services

9 Cloud-Based ITSM Market Analysis, By Organization Size (Page No. - 59)
    9.1 Introduction
    9.2 Small and Medium Enterprises
    9.3 Large Enterprises

10 Cloud-Based ITSM Market Analysis, By Industry Vertical (Page No. - 64)
     10.1 Introduction
     10.2 Banking, Financial Services, and Insurance
     10.3 Telecom and IT
     10.4 Healthcare and Life Sciences
     10.5 Retail and Consumer Packaged Goods
     10.6 Government and Public Sector
     10.7 Energy and Utilities
     10.8 Travel and Hospitality
     10.9 Manufacturing
     10.10 Education
     10.11 Others

11 Geographic Analysis (Page No. - 79)
     11.2 North America
     11.3 Europe
     11.4 Asia-Pacific
     11.5 Middle East and Africa
     11.6 Latin America

12 Competitive Landscape (Page No. - 98)
     12.1 Overview
     12.2 Competitive Situation and Trends
             12.2.1 New Product Launches
             12.2.2 Partnerships, Agreements, and Collaborations
             12.2.3 Mergers and Acquisitions
             12.2.4 Expansions

13 Company Profiles (Page No. - 109)
Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
     13.1 Introduction
     13.2 BMC Software, Inc.
     13.3 CA Technologies
     13.4 Servicenow, Inc.
     13.5 Cherwell Software, LLC
     13.6 Hewlett Packard Enterprise Company
     13.7 Citrix Systems, Inc.
     13.8 Axios Systems PLC
     13.9 IBM Corporation
     13.10 Heat Software USA, Inc.
     13.11 Hornbill Corporate Limited

*Details on Business Overview, Products & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.

14 Key Innovators (Page No. - 136)
     14.1 Manageengine (Zoho Corporation)
             14.1.1 Business Overview
             14.1.2 Products Offered
             14.1.3 Recent Developments
     14.2 Sysaid Technologies Ltd.
             14.2.1 Business Overview
             14.2.2 Products Offered
             14.2.3 Recent Developments
     14.3 Serena Software, Inc.
             14.3.1 Business Overview
             14.3.2 Products and Services Offered
             14.3.3 Recent Developments
     14.4 Landesk Software
             14.4.1 Business Overview
             14.4.2 Products and Services Offered
             14.4.3 Recent Developments
     14.5 Cloudhealth Technologies, Inc.
             14.5.1 Business Overview
             14.5.2 Products and Services Offered
             14.5.3 Recent Developments

15 Appendix (Page No. - 145)
     15.1 Key Industry Insights
     15.2 Discussion Guide
     15.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
     15.4 Introducing RT: Real-Time Market Intelligence
     15.5 Available Customizations
     15.6 Related Reports


List of Tables (66 Tables)

Table 1 Cloud-Based ITSM Market Size and Growth, 2014–2021 (USD Billion)
Table 2 Market Size, By Solution, 2014–2021 (USD Million)
Table 3 Service Portfolio Management: Market Size,  By Region, 2014–2021 (USD Million)
Table 4 Configuration and Change Management: Market Size, By Region, 2014–2021 (USD Million)
Table 5 Service Desk Software: Market Size, By Region, 2014–2021 (USD Million)
Table 6 Operations and Performance Management: Market Size, By Region, 2014–2021 (USD Million)
Table 7 Dashboard, Reporting, and Analytics: Market Size, By Region, 2014–2021 (USD Million)
Table 8 Cloud-Based ITSM Market Size, By Service, 2014–2021 (USD Million)
Table 9 Professional Services: Market Size, By Region, 2014–2021 (USD Million)
Table 10 Managed Services: Market Size, By Region, 2014–2021 (USD Million)
Table 11 Cloud-Based ITSM Market Size, By Organization Size, 2014–2021 (USD Million)
Table 12 Small and Medium Enterprises: Market Size, By Region, 2014–2021 (USD Million)
Table 13 Small and Medium Enterprises: Market Size, By Vertical, 2014–2021 (USD Million)
Table 14 Large Enterprises: Market Size, By Region, 2014–2021 (USD Million)
Table 15 Large Enterprises: Market Size, By Vertical, 2014–2021 (USD Million)
Table 16 Cloud-Based ITSM Market Size, By Vertical, 2014–2021 (USD Million)
Table 17 Banking, Financial Services, and Insurance: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 18 Banking, Financial Services, and Insurance: Market Size, By Region, 2014–2021 (USD Million)
Table 19 Telecom and IT: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 20 Telecom and IT: Market Size, By Region, 2014–2021 (USD Million)
Table 21 Healthcare and Life Sciences: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 22 Healthcare and Life Sciences: Market Size, By Region, 2014–2021 (USD Million)
Table 23 Retail and Cpg: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 24 Retail and Cpg: Cloud-Based ITSM Market Size, By Region, 2014–2021 (USD Million)
Table 25 Government and Public Sector: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 26 Government and Public Sector: Market Size, By Region, 2014–2021 (USD Million)
Table 27 Energy and Utilities: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 28 Energy and Utilities: Market Size, By Region, 2014–2021 (USD Million)
Table 29 Travel and Hospitality: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 30 Travel and Hospitality: Market Size, By Region, 2014–2021 (USD Million)
Table 31 Manufacturing: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 32 Manufacturing: Market Size, By Region, 2014–2021 (USD Million)
Table 33 Education: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 34 Education: Market Size, By Region, 2014–2021 (USD Million)
Table 35 Others: Market Size, By Organization Size, 2014–2021 (USD Million)
Table 36 Others: Market Size, By Region, 2014–2021 (USD Million)
Table 37 Cloud-Based ITSM Market Size, By Region, 2014–2021 (USD Million)
Table 38 North America: Market Size, By Solution and Service, 2014–2021 (USD Million)
Table 39 North America: Market Size, By Solution, 2014–2021 (USD Million)
Table 40 North America: Market Size, By Service, 2014–2021 (USD Million)
Table 41 North America: Market Size, By Organization Size, 2014–2021(USD Million)
Table 42 North America: Market Size, By Vertical, 2014–2021 (USD Million)
Table 43 Europe: Cloud-Based ITSM Market Size, By Solution and Service, 2014–2021 (USD Million)
Table 44 Europe: Market Size, By Solution, 2014–2021 (USD Million)
Table 45 Europe: Market Size, By Service, 2014–2021 (USD Million)
Table 46 Europe: Market Size, By Organization Size, 2014–2021(USD Million)
Table 47 Europe: Market Size, By Vertical, 2014–2021 (USD Million)
Table 48 Asia-Pacific: Cloud-Based ITSM Market Size, By Solution and Service, 2014–2021 (USD Million)
Table 49 Asia-Pacific: Market Size, By Solution, 2014–2021 (USD Million)
Table 50 Asia-Pacific: Market Size, By Service, 2014–2021 (USD Million)
Table 51 Asia-Pacific: Market Size, By Organization Size, 2014–2021(USD Million)
Table 52 Asia-Pacific: Market Size, By Vertical, 2014–2021 (USD Million)
Table 53 Middle East and Africa: Market Size, By Solution and Service, 2014–2021 (USD Million)
Table 54 Middle East and Africa: Market Size, By Solution, 2014–2021 (USD Million)
Table 55 Middle East and Africa: Market Size, By Service, 2014–2021 (USD Million)
Table 56 Middle East and Africa: Market Size, By Organization Size, 2014–2021(USD Million)
Table 57 Middle East and Africa: Market Size, By Vertical, 2014–2021 (USD Million)
Table 58 Latin America: Market Size, By Solution and Service, 2014–2021 (USD Million)
Table 59 Latin America: Market Size, By Solution, 2014–2021 (USD Million)
Table 60 Latin America: Market Size, By Service, 2014–2021 (USD Million)
Table 61 Latin America: Market Size, By Organization Size, 2014–2021(USD Million)
Table 62 Latin America: Cloud-Based ITSM Market Size, By Vertical, 2014–2021 (USD Million)
Table 63 New Product Launches, 2012–2016
Table 64 Partnerships, Agreements, and Collaborations, 2012–2016
Table 65 Mergers and Acquisitions, 2013–2016
Table 66 Expansions, 2012–2016


List of Figures (49 Figures)

Figure 1 Global Cloud-Based ITSM Market: Research Design
Figure 2 Breakdown of Primaries: By Company Type, Designation, and Region
Figure 3 Market Size Estimation Methodology: Bottom-Up Approach
Figure 4 Market Size Estimation Methodology: Top-Down Approach
Figure 5 Market Breakdown and Data Triangulation
Figure 6 Assumptions
Figure 7 Dashboard, Reporting, and Analytics Segment is Expected to Grow at the Highest Rate During the Forecast Period
Figure 8 Professional Services Segment is Expected to Dominate the Cloud-Based ITSM Services Market
Figure 9 Large Enterprises Segment is Expected to Have the Largest Share in the Cloud-Based ITSM Market
Figure 10 North America is Expected to Lead the Cloud-Based ITSM Market in 2016
Figure 11 Increasing Need for Managing Complex IT Service Portfolios is Driving the Growth of Cloud-Based ITSM Solutions
Figure 12 Operations and Performance Management Solution is Expected to Have the Highest Market Share of the Cloud-Based ITSM Market
Figure 13 Large Enterprises is Expected to Contribute the Largest Market Share Throughout the Forecast Period
Figure 14 Telecommunication and IT Vertical and North America Region are Expected to Account for the Highest Share
Figure 15 Cloud-Based ITSM Regional Lifecycle: Asia-Pacific Exhibits Potential Growth During the Forecast Period
Figure 16 Cloud-Based ITSM Market: Evolution
Figure 17 Market Segmentation: By Solution
Figure 18 Market Segmentation: By Service
Figure 19 Market Segmentation: By Organization Size
Figure 20 Market Segmentation: By Vertical
Figure 21 Market Segmentation: By Region
Figure 22 Cloud-Based IT Service Management: Market Dynamics
Figure 23 Cloud-Based ITSM Market: Value Chain
Figure 24 Strategic Benchmarking
Figure 25 Portfolio Comparison: Cloud-Based ITSM Market
Figure 26 Operations and Performance Management Segment is Expected to Dominate the Market Throughout the Forecast Period
Figure 27 Managed Services Segment to Grow at A High Rate During the Forecast Period
Figure 28 Low CAPEX and OPEX are Driving SMES to Adopt Cloud-Based ITSM Solutions
Figure 29 Healthcare and Life Sciences Vertical is Expected to Gain the Highest Traction During the Forecast Period
Figure 30 Latin America is Expected to Grow at the Highest Rate, Closely Followed By Asia-Pacific
Figure 31 Latin America is Expected to Exhibit the Highest Growth Rate Due to the Huge Investments By the Market Players in the Region
Figure 32 North America: Market Snapshot
Figure 33 Asia-Pacific: Market Snapshot
Figure 34 Companies Adopted New Product Launches and Partnerships as Key Growth Strategies During 2012–2016
Figure 35 Market Evaluation Framework
Figure 36 Battle for Market Share: New Product Launch is the Key Strategy
Figure 37 Geographic Revenue Mix of Top Market Players
Figure 38 BMC Software, Inc.: Company Snapshot
Figure 39 BMC Software, Inc.: SWOT Analysis
Figure 40 CA Technologies: Company Snapshot
Figure 41 CA Technologies: SWOT Analysis
Figure 42 Servicenow, Inc.: Company Snapshot
Figure 43 Servicenow, Inc.: SWOT Analysis
Figure 44 Cherwell Software, LLC: SWOT Analysis
Figure 45 Hewlett Packard Enterprise Company: Company Snapshot
Figure 46 Hewlett Packard Enterprise Company: SWOT Analysis
Figure 47 Citrix Systems, Inc.: Company Snapshot
Figure 48 IBM Corporation: Company Snapshot
Figure 49 Cloudhealth Technologies, Inc.: Company Snapshot

MarketsandMarkets forecasts the cloud-based IT Service Management (ITSM) market to grow from USD 4.41 Billion in 2016 to USD 8.78 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 14.8% from 2016 to 2021. In the last 5 years, cloud computing has gained much publicity and there has been a growing enterprise acceptance with Software as a Service (SaaS). Cloud-based solutions are being viewed as an immediate opportunity to quickly and flexibly deliver business-enabling IT services at lower cost. The cloud-based ITSM market is driven by factors such as the widespread adoption of Bring Your Own Device (BYOD) policies & increasing mobile workforce, advent of advanced technologies such as big data and IoT, and benefits of agile implementation, easy deployment, and subscription-based pricing of cloud-based ITSM solutions.

The scope of this report covers the cloud-based ITSM market by solution, service, organization size, vertical, and region. The operations and performance management solution is expected to have the largest market share and dominate the market from 2016 to 2021, due to the everyday need to maintain and manage organizational IT infrastructure and services. The dashboard, reporting, and analytics solution is expected to play a key role in changing the cloud-based ITSM landscape and is expected to grow at the highest CAGR during the forecast period, as BYOD adoption in enterprises will continue to grow.

Professional services segment is expected to dominate the cloud-based ITSM market and is expected to contribute the largest market share, whereas managed services segment is expected to grow at the highest rate during the forecast period. Cloud-based ITSM solutions are expected to grow with the highest CAGR in the SMEs segment, as these solutions help SMEs to handle their business efficiently with enhanced customer satisfaction.

The cloud-based ITSM solutions are being increasingly adopted in various verticals, such as healthcare & life sciences, travel & hospitality, telecom & IT, manufacturing, and education, which have led to the growth of the market across the globe. The healthcare & life sciences sector is expected to grow with the highest rate from 2016 to 2021 in the market. This is so because cloud-based ITSM solutions increase the visibility and transparency in the organizational processes through powerful reporting and dashboard solutions. Need for advanced technologies have led organizations in the telecom and IT sector to focus more on cloud-based services and on improving customer satisfaction. This has led the telecom and IT sector to dominate the cloud-based ITSM market with the highest market share in 2016.

Cloud-Based ITSM Market

North America is expected to have the largest market share and dominate the cloud-based ITSM market from 2011 to 2021, due to the presence of a large number of solution vendors in the U.S. and increasing adoption of BYOD policies in the region. Latin America offers potential growth opportunities, as there is rise in technology penetration in the region and organizations there are focusing on offering better customer experience in order to differentiate themselves from the competitors.

However, security and privacy concerns associated with the cloud and high network bandwidth requirements are acting as the restraining factors for the market growth. Though cloud-based ITSM solutions have evolved in the recent years, data security capabilities of such solutions have always been a major challenge for this market. The major vendors in the market include BMC Software, Inc., CA Technologies, ServiceNow, Cherwell Software, LLC, Hewlett Packard Enterprise Company, and HEAT Software USA, Inc., along with others. These players adopted various strategies such as new product launches, partnerships, agreements, collaborations, mergers & acquisitions, and business expansions to cater to the needs of the cloud-based ITSM market. The report also includes key innovators in the market, such as CloudHealth Technologies, SysAid Technologies Ltd., ManageEngine (Zoho Corporation), Serena Software, Inc., and LANDesk Software, Inc.

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