Cloud ITSM Market Size by Solution Type (IT Service Desk, IT Asset Management, IT Operations Management, Change & Release Management, Enterprise Service Management), Deployment Mode (Public Cloud, Private Cloud, Hybrid Cloud) - Global Forecast to 2031

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USD USD 23.04 BN
MARKET SIZE, 2031
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CAGR 13%
(2025-2031)
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320
REPORT PAGES
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250
MARKET TABLES

OVERVIEW

cloud-based-itsm-market Overview

Source: Secondary Research, Interviews with Experts, MarketsandMarkets Analysis

The cloud ITSM market is projected to reach USD 23.04 billion by 2031 from USD 11.09 billion in 2025, at a CAGR of 13.0%. Many factors are contributing to the growth of the global cloud IT service management (ITSM) market, including accelerating cloud adoption, the adoption of hybrid and multi-cloud solutions within businesses, and the growing complexity of delivering digital services. Enterprises are deploying SaaS-based cloud ITSM solutions to automate incident, change, and workflow management in line with ITIL best practices. Higher demand for ticketing solutions, automated workflows, and real-time service visibility, combined with companies' want for scalable ITSM software that can improve service-level agreement (SLA) performance, strengthen governance, and reduce downtime across their cloud-native IT operations, is accelerating the move toward cloud ITSM applications.

KEY TAKEAWAYS

  • BY REGION
    Asia Pacific is projected to grow at the fastest rate in the cloud ITSM market as India, Japan, and China accelerate enterprise cloud modernization, driven by government digital transformation programs and large-scale SaaS adoption initiatives.
  • BY SOLUTION TYPE
    By solution type, the IT asset management segment is expected to grow at the fastest rate of 13.5% during the forecast period of the cloud ITSM market.
  • BY SERVICE
    By service, the professional services are estimated to capture the largest market share with a value of USD 3.49 billion in 2031.
  • BY DEPLOYMENT MODE
    Hybrid cloud is emerging as the fastest-growing deployment model in the cloud ITSM market as enterprises require unified cloud IT service management to standardize incident workflows, service request fulfillment, and change control across on-premises and public cloud environments.
  • BY VERTICAL
    BFSI is expected to register the largest market share in the cloud ITSM market as high-volume digital transactions and regulatory oversight drive demand for cloud IT service management, ITIL-aligned incident control, secure change management, and continuous service governance.
  • BY ORGANIZATION SIZE
    SMEs are expected to grow at the fastest rate in the global cloud ITSM market at a CAGR of 15.0% during the forecast period.
  • COMPETITIVE LANDSCAPE - KEY PLAYERS
    ServiceNow, BMC Software, Broadcom, Ivanti, and ManageEngine are among the major players in the cloud ITSM market, collaborating with enterprises to deliver cloud IT service management platforms, AI-driven service desk automation, ITIL-based workflow orchestration, integrated IT asset management, and end-to-end digital service management across hybrid and multi-cloud IT environments.
  • COMPETITIVE LANDSCAPE - STARTUPS/SMEs
    Hornbill, InvGate, and Provance have distinguished themselves among startups and SMEs through robust product portfolios and effective business strategies.

The cloud ITSM market is growing as businesses upgrade their IT processes to support remote and cloud-based systems. Companies are using cloud ITSM systems to support low-code workflow automation, enabling easier integration with DevOps and monitoring technologies, and improving governance, visibility, and the overall performance of IT services through built-in analytics and orchestration capabilities.

TRENDS & DISRUPTIONS IMPACTING CUSTOMERS' CUSTOMERS

The ITSM market is transforming traditional on-premise service desk tools into cloud-native ITSM platforms, powered by AI-driven automation to streamline processes via a digital workflow solution. The main client avenues, which are IT & ITeS, BFSI, and manufacturing, prioritize scalable process management, stronger compliance controls, and integration across multiple hybrid delivery solutions, cloud, and on-premise-based into an integrated enterprise-wide back-office IT environment. These imperatives deliver faster incident resolution times, higher service availability, improved security response times, and fewer operational interruptions across the entire enterprise IT ecosystem.

cloud-based-itsm-market Disruptions

Source: Secondary Research, Interviews with Experts, MarketsandMarkets Analysis

MARKET DYNAMICS

Drivers
Impact
Level
  • Enterprise focus on IT process automation accelerates cloud ITSM adoption
  • Hybrid work environments require centralized, always-accessible service management platforms
RESTRAINTS
Impact
Level
  • Data governance concerns slow cloud ITSM adoption in regulated industries
  • Legacy infrastructure integration complexity limits full cloud ITSM deployment
OPPORTUNITIES
Impact
Level
  • AI-driven incident prediction remains underutilized across enterprise IT environments
  • Progressive expansion from standalone ITSM into integrated, multi-domain IT operations platforms
CHALLENGES
Impact
Level
  • Fragmented tooling ecosystems hinder end-to-end IT service visibility
  • Change management resistance delays organizational adoption of automated ITSM processes

Source: Secondary Research, Interviews with Experts, MarketsandMarkets Analysis

Driver: Enterprise focus on IT process automation accelerates cloud ITSM adoption

Growing business focus on automating IT processes is fast-tracking the growth of the cloud ITSM industry as organizations seek to address the complexity of service delivery in hybrid and multi-cloud environments. Cloud ITSM solutions leverage AI-driven automation for workflow orchestration, automated incident management, and smooth change enablement to minimize manual intervention and improve the consistency of services delivered. Automation-focused SaaS IT service management applications are becoming the foundation for scalable, efficient, and compliant digital IT operations.

Restraint: Data governance concerns slow cloud ITSM adoption in regulated industries

The growth of the cloud ITSM market is hindered by data governance requirements, particularly in sectors such as BFSI, healthcare & life sciences, and government & public sector, which place great emphasis on data residency, auditability, and access controls. Uncertainty about compliance and strict regulatory oversight create longer buying cycles and inhibit the adoption of SaaS-based cloud ITSM. Establishing stronger native governance controls, enabling in-region hosting, and creating audit-ready compliance capabilities are necessary to grow demand for cloud ITSM in heavily regulated industries.

Opportunity: AI-driven incident prediction remains underutilized across enterprise IT environments

Incident prediction using AI is a significant opportunity in the cloud ITSM space, as most organizations use reactive service desks. Cloud IT service management platforms can leverage machine learning and observability data to detect issues and proactively automate remediation before service disruptions occur. Widespread uptake of predictive AIOps capabilities will enable organizations to move IT operations from traditionally reactive support models to proactive, data-driven digital service assurance.

Challenge: Fragmented tooling ecosystems hinder end-to-end IT service visibility

The fragmented IT tooling ecosystem remains a significant obstacle to the success of cloud ITSM solutions, with different organizations utilizing a multitude of disparate tools for monitoring, asset management, security, and collaboration. This tool sprawl prevents organizations from having complete visibility into the entire lifecycle of IT services. It impairs their ability to link incidents and expedite their resolution in cloud ITSM environments. To address this issue, cloud ITSM providers must prioritize developing a unified data model, seamless integration, and an interoperable architecture that enables multi-tool insights to be delivered in a single, central service view that can be easily acted upon.

CLOUD ITSM MARKET: COMMERCIAL USE CASES ACROSS INDUSTRIES

COMPANY USE CASE DESCRIPTION BENEFITS
Algar Tech improved its IT service management using Broadcom solutions Improved business management, operational performance | Automation delivered higher productivity and cost management | Facilitated more intelligent decision-making both internally and with clients | Enhanced integration between IT service management and unified infrastructure solutions
Grupo Moura used BMC Helix to drive optimal user experiences Automated processes and services offer time-saving advantages to companies and create efficiencies that allow employees to pursue higher-value projects | Identification, collection, and display of key performance indicators (KPIs) for managers and executives for efficient management and conduct of businesses
Deutsche Telekom meets demand for IT efficiency with ServiceNow ITSM Accessing high-quality IT services with efficiency | Providing users with an improved experience and assistance in resolving incidents more quickly
OpenText’s SMAX SaaS created a robust & scalable ITSM solution, improving user efficiency for Zurich Airport Shift from SMAX to SaaS creates scalability, flexibility, and predictable costs | Rapid IT service fulfillment using automation for faster resolution time | Higher user adoption and satisfaction with self-service options with intelligent search
Freshworks’s streamlined, cloud-based support platform transformed users’ relationship to IT for Elsevier With an intuitive portal, knowledge base, and service catalog, the self-service of Elsevier has increased from 38% to 45%, a decent hike | Elsevier can now handle sufficient scale and speed of operations | Flexibility provision for fast-changing needs

Logos and trademarks shown above are the property of their respective owners. Their use here is for informational and illustrative purposes only.

MARKET ECOSYSTEM

The cloud IT service management (ITSM) market includes various stakeholders who work together to deliver and manage digital services and IT processes across hybrid environments. Suppliers of cloud ITSM software offer SaaS-based platforms for managing incidents, changes, and service desk operations. Managed service providers and system integrators will help deploy the software or optimize its use, while the cloud infrastructure providers will host a scalable ITSM environment. Consulting and advisory firms will help properly align ITIL to ensure a successful service transformation. By working together, they will all help increase service visibility, governance, and efficient operations.

cloud-based-itsm-market Ecosystem

Logos and trademarks shown above are the property of their respective owners. Their use here is for informational and illustrative purposes only.

MARKET SEGMENTS

cloud-based-itsm-market Segments

Source: Secondary Research, Interviews with Experts, MarketsandMarkets Analysis

Cloud ITSM Market, By Solution Type

The IT service desk is estimated to dominate the cloud IT service management (ITSM) market because organizations are focusing on utilizing centralized ticketing, allowing customers to use self-service options for service requests, and employing AI-enabled virtual agents as service volume increases. Emerging vendors must compete in the cloud ITSM market by delivering an automated service desk platform that enables low-code configuration and seamless integration with the enterprise's cloud and collaboration environments, thereby increasing user adoption and growing their market share.

Cloud ITSM Market, By Services

Managed services are projected to be the fastest-growing segment in the cloud-based ITSM marketplace. They will continue to grow as companies' needs for third-party experts to improve the performance of their ITSM platforms, automate operational procedures/workflows, and maintain service-level governance across hybrid environments. Emerging vendors should expand their managed ITSM portfolios with outcome-based SLAs, automated optimization services, and ongoing platform analytics to secure long-term contracts and increase their share of recurring revenue.

Cloud ITSM Market, By Deployment Mode

The public cloud is expected to capture the largest share of the cloud ITSM market by deployment mode, driven by the characteristics that enterprises are currently seeking of rapid deployment, elastic scalability, and the lower infrastructure overhead associated with SaaS-based ITSM solutions. Emerging vendors should strengthen multi-tenant architectures, security compliance capabilities, and native integrations with public cloud ecosystems to accelerate adoption and expand enterprise footprint.

Cloud ITSM Market, By Organization Size

Large enterprises are expected to capture the majority of the cloud ITSM marketplace due to their large volume of support tickets, large digital application portfolios, and need for continuous service delivery across distributed workforces. Their increased reliance on standardized incident management, advanced change control, and enterprise-wide service catalogue governance continues to drive investment in scalable, automation-enabled cloud IT service management platforms to maintain SLA performance consistency and operational transparency.

Cloud ITSM Market, By Vertical

The fastest-growing segments within the cloud ITSM market will be IT and ITeS. This is due to service providers managing high volumes of client tickets, multiple tenants, and compliance with strict SLAs. The rapid pace of digital transformation initiatives and the growing number of managed service contracts are driving demand for scalable cloud-based IT service management platforms that automate processes, provide real-time reporting, and offer integrated service analytics. Vendors focused on this market segment need to align their offerings with the outsourcing models they will use to deliver services, as well as comply with the clients' governance structures for whom they will be providing services. In addition, vendors must demonstrate measurable improvements in service performance to gain a competitive advantage over other vendors offering the same type of service in the ITSM cloud market.

REGION

North America to be largest region in global cloud ITSM market during forecast period

North America is estimated to dominate the global cloud ITSM market due to the size and scale of large US-based enterprises with substantial digital service delivery environments and a need for sophisticated incident automation, company-wide service catalogs, and real-time service-level agreement monitoring. The widespread use of SaaS IT service management platforms in highly regulated industries in both Canada and the US has created strong demand for compliance-based workflows and improved visibility into overall IT operations. This has helped create an environment with a concentration of demand focused on and driven by automation. These factors make North America the most attractive region for growing cloud-based ITSM platforms and expanding managed service offerings.

cloud-based-itsm-market Region

CLOUD ITSM MARKET: COMPANY EVALUATION MATRIX

In the cloud ITSM market, ServiceNow (Star) leads with its cloud-native IT service management platform, AI-driven automation, and broad enterprise workflow integration. OpenText (Emerging Leader) is expanding through governance-centric ITSM capabilities and the integration of a secure hybrid environment. While ServiceNow dominates in scale and SaaS ecosystem depth, OpenText is progressing by aligning cloud ITSM with compliance-driven enterprise needs.

cloud-based-itsm-market Evaluation Metrics

Source: Secondary Research, Interviews with Experts, MarketsandMarkets Analysis

KEY MARKET PLAYERS

  • ServiceNow (US)
  • BMC Software (US)
  • Broadcom (US)
  • ManageEngine (US)
  • Ivanti (US)
  • Zendesk (US)
  • Freshworks (US)
  • Atlassian (Australia)
  • SolarWinds (US)
  • OpenText (Canada)
  • NinjaOne (US)
  • SymphonyAI Summit (US)
  • Microsoft (US)
  • EasyVista (US)
  • IFS (Sweden)
  • GoTo (US)
  • Aisera (US)
  • Sysaid Technologies (Canada)
  • InvGate (US)
  • Wolken Software (US)
  • AtomicWork (US)
  • Mindarray Systems (India)
  • IssueTrak (US)
  • Vivantio (US)
  • Everest IMS Technologies (India)
  • Proactivenet (Spain)
  • Itarian (US)
  • Alloy Software (US)
  • Provance (Canada)
  • ServiceAide (US)
  • TeamDynamix (US)
  • Hornbill (UK)
  • IBM (US)
  • Giva (US)
  • Alemba (Scotland)

MARKET SCOPE

REPORT METRIC DETAILS
Market Size in 2024 (Value) USD 9.60 Billion
Market Forecast in 2031 (Value) USD 23.04 Billion
Growth Rate CAGR of 13.0% from 2025 to 2031
Years Considered 2020–2031
Base Year 2024
Forecast Period 2025–2031
Units Considered Value (USD Million/Billion)
Report Coverage Revenue forecast, company ranking, competitive landscape, growth factors, and trends
Segments Covered
  • By Offering:
    • Solutions
    • Services
  • By Solution Type:
    • IT Service Desk
    • IT Asset Management
    • Change & Release Management
    • IT Operations Management
    • Enterprise Asset Management
  • By Deployment Mode:
    • Public Cloud
    • Private Cloud
    • Hybrid Cloud
  • By Organization Size:
    • Large Enterprises
    • Mid-sized Enterprises
    • Small Enterprises
  • By Vertical:
    • BFSI
    • Retail & Consumer Goods
    • Healthcare & Life Sciences
    • Telecommunications
    • IT & ITeS
    • Media & Entertainment
    • Manufacturing
    • Government & Public Sector
    • Energy & Utilities
    • Education
    • Other Verticals (Travel & Hospitality and Transportation & Logistics)
Regions Covered North America, Europe, Asia Pacific, Middle East & Africa, Latin America

WHAT IS IN IT FOR YOU: CLOUD ITSM MARKET REPORT CONTENT GUIDE

cloud-based-itsm-market Content Guide

DELIVERED CUSTOMIZATIONS

We have successfully delivered the following deep-dive customizations:

CLIENT REQUEST CUSTOMIZATION DELIVERED VALUE ADDS
Global Manufacturing Enterprise (US) Extended Regional Analysis Add-On: Detailed breakdown of cloud IT service management adoption trends, regulatory considerations, service desk automation maturity, and enterprise IT workflow integration across North America Enables region-specific investment planning, strengthens SLA modeling assumptions, and refines vendor shortlisting strategy
Cloud-Intensive IT & ITeS Provider (Asia Pacific) Targeted Competitive Landscape Expansion: Additional profiling of SaaS-based ITSM software vendors with multi-tenant capabilities, AI-driven incident management, and managed service alignment Supports competitive positioning, enhances go-to-market alignment, and identifies partnership and differentiation opportunities
Global BFSI Enterprise (US) Vertical-specific Deep Dive: Customized analysis of compliance-ready cloud ITSM platforms, audit workflows, IT asset governance, and secure change management requirements in regulated environments Improves regulatory mapping, reduces implementation risk, and aligns platform evaluation with industry-specific service governance mandates

RECENT DEVELOPMENTS

  • January 2026 : ManageEngine entered a strategic partnership with the Atlanta Hawks to unify and automate IT operations across State Farm Arena. The collaboration centralized visibility, strengthened identity governance, automated patching, and standardized IT service management, enabling predictive operations and improved reliability in large-scale, live-event environments.
  • December 2025 : Atlassian announced that Jira Service Management became available on AWS Marketplace under its Strategic Collaboration Agreement with AWS. The partnership strengthened cloud ITSM adoption by simplifying procurement, enabling centralized billing, and accelerating migration from the Data Center to the cloud. It enhanced AI-powered incident, change, and service request management with deeper AWS security and infrastructure integrations.
  • December 2025 : ManageEngine supported Zhaojin Mining in modernizing IT operations through a unified service management and monitoring platform. The deployment reduced unplanned downtime by 70%, cut ticket resolution time by over 40%, lowered application MTTR by 60%, and saved more than 25 hours weekly through automation and centralized visibility.
  • October 2025 : Dynatrace and ServiceNow announced a multiyear strategic collaboration to advance autonomous IT operations. The partnership integrated Dynatrace’s AI-driven observability and root cause analytics with ServiceNow’s AI-powered IT Service Management and AIOps capabilities, enabling proactive incident resolution, automated remediation, and intelligent service operations across complex enterprise cloud environments.
  • February 2025 : Freshworks and Unisys announced a strategic relationship to resell Freshworks’ IT service management solutions, including Freshservice and Device42. The collaboration expanded global distribution through Unisys’ managed services network, targeting mid-market and enterprise customers with streamlined deployment, faster time-to-value, and enhanced enterprise service management capabilities.

 

Table of Contents

Exclusive indicates content/data unique to MarketsandMarkets and not available with any competitors.

TITLE
PAGE NO
INTRODUCTION
32
RESEARCH METHODOLOGY
38
EXECUTIVE SUMMARY
52
PREMIUM INSIGHTS
56
MARKET OVERVIEW AND INDUSTRY TRENDS
61
  • 5.1 INTRODUCTION
  • 5.2 MARKET DYNAMICS
    DRIVERS
    - Scalability of IT services based on demand, ensuring resources are efficiently allocated
    - Reduced need for on-premise infrastructure leading to lower capital and operational costs
    - Access to IT services providing greater flexibility for remote workforce
    - Agility to quickly adapt to changing business requirements and technological advancements
    RESTRAINTS
    - Regulatory standards and industry-specific rules in sectors needing strict data protection
    OPPORTUNITIES
    - Potential to further integrate their solutions with other cloud-based services
    - Leveraging AI and automation technologies to open avenues for innovation and growth
    - Rapid adoption across sectors by delivering industry-specific tailored solutions based on demand
    CHALLENGES
    - Data security and privacy breach concerns
    - Challenges due to downtime and service interruptions
  • 5.3 CASE STUDY ANALYSIS
    ALGAR TECH IMPROVED ITS IT SERVICE MANAGEMENT USING BROADCOM SOLUTIONS
    GRUPO MOURA USED BMC HELIX TO DRIVE OPTIMAL USER EXPERIENCES
    DEUTSCHE TELEKOM MET DEMAND FOR IT EFFICIENCY WITH SERVICENOW ITSM
    OPENTEXT’S SMAX SAAS CREATED ROBUST & SCALABLE ITSM SOLUTION, IMPROVING USER EFFICIENCY FOR ZURICH AIRPORT
    FRESHWORKS’S STREAMLINED, CLOUD-BASED SUPPORT PLATFORM TRANSFORMED USERS’ RELATIONSHIP TO IT FOR ELSEVIER
  • 5.4 ECOSYSTEM ANALYSIS
  • 5.5 SUPPLY CHAIN ANALYSIS
  • 5.6 TECHNOLOGY ANALYSIS
    KEY TECHNOLOGIES
    - Self-service portals
    - Microservices
    - API integrations
    COMPLEMENTARY TECHNOLOGIES
    - ChatOps
    - Artificial Intelligence
    - Machine Language
    ADJACENT TECHNOLOGIES
    - Augmented reality (AR) & virtual reality (VR)
    - 5G technology
  • 5.7 PRICING ANALYSIS
    INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS
    AVERAGE SELLING PRICE TREND
  • 5.8 BUSINESS MODELS
    PRICING MODELS
    - Subscription-based model
    - Freemium model
    - Pay-per-use model
    - Value-based pricing
    CONSULTING & IMPLEMENTATION SERVICES
    PARTNERSHIPS & ECOSYSTEMS
    CUSTOMER RETENTION & UPSELLING
  • 5.9 INVESTMENT LANDSCAPE AND FUNDING SCENARIO
  • 5.10 PATENT ANALYSIS
  • 5.11 PORTER’S FIVE FORCES ANALYSIS
    THREAT OF NEW ENTRANTS
    THREAT OF SUBSTITUTES
    BARGAINING POWER OF SUPPLIERS
    BARGAINING POWER OF BUYERS
    INTENSITY OF COMPETITIVE RIVALRY
  • 5.12 REGULATORY IMPLICATIONS AND INDUSTRY STANDARDS
    INDUSTRY STANDARDS
    - ISO/IEC 20000
    - ISO/IEC 27001
    - NIST SP 800-53
    - COBIT
    - GDPR
    - SOC
    - FedRAMP
    REGULATORY LANDSCAPE
  • 5.13 KEY CONFERENCES & EVENTS
  • 5.14 TRENDS AND DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES
  • 5.15 KEY STAKEHOLDERS AND BUYING CRITERIA
    KEY STAKEHOLDERS IN BUYING PROCESS
    BUYING CRITERIA
  • 5.16 ITSM FRAMEWORKS
    INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL)
    DEVOPS
    AGILE
    LEAN IT
    SCALED AGILE FRAMEWORK (SAFE)
    SERVICE INTEGRATION AND MANAGEMENT (SIAM)
CLOUD ITSM MARKET, BY OFFERING
97
  • 6.1 INTRODUCTION
    ITSM PROCESSES
    - Service strategy
    - Service design
    - Service transition
    - Service operation
    - Continual Service Improvement (CSI)
    OFFERING: CLOUD ITSM MARKET DRIVERS
  • 6.2 SOLUTIONS
    CLOUD ITSM SOLUTIONS AID IN COST REDUCTION, TIME-SAVING, AND PROCESS AGILITY
    SERVICE PORTFOLIO MANAGEMENT
    - Service catalog management
    - Service pipeline management
    - Demand management
    - Service level management
    - Other service portfolio management solutions
    CONFIGURATION & CHANGE MANAGEMENT
    - Configuration management database
    - Change control
    - Version control
    - Asset management
    - Other configuration & change management solutions
    SERVICE DESK SOFTWARE
    - Incident management
    - Problem management
    - Service request management
    - Knowledge base
    - Other service desk software solutions
    OPERATIONS & PERFORMANCE MANAGEMENT
    - Performance monitoring
    - Capacity management
    - Event management
    - IT operations automation
    - Other operations & performance management solutions
    DASHBOARD, REPORTING, AND ANALYTICS
    - Dashboard creation
    - Reporting tools
    - Analytics
    - SLA reporting
    - Other dashboard, reporting, and analytics solutions
  • 6.3 SERVICES
    MANAGED AND PROFESSIONAL SERVICES HELP LEVERAGE ITSM ADOPTION AMONG ENTERPRISES
    MANAGED SERVICES
    PROFESSIONAL SERVICES
    - Consulting
    - Integration & implementation
    - Training, support, and maintenance
CLOUD ITSM MARKET, BY ORGANIZATION SIZE
119
  • 7.1 INTRODUCTION
    ORGANIZATION SIZE: CLOUD ITSM MARKET DRIVERS
  • 7.2 LARGE ENTERPRISES
    NEED FOR MANAGEMENT AND OPERATIONAL IMPROVEMENT TO LEAD TO LARGE-SCALE ADOPTION OF ITSM SERVICES
  • 7.3 SMES
    SMES GAIN COMPETITIVE ADVANTAGE WITH CLOUD ITSM ADOPTION, PRACTICE, AND IMPLEMENTATION
CLOUD ITSM MARKET, BY DEPLOYMENT MODE
124
  • 8.1 INTRODUCTION
    DEPLOYMENT MODE: CLOUD ITSM MARKET DRIVERS
  • 8.2 PUBLIC CLOUD
    SCALABLE AND COST-EFFECTIVE IT SERVICE MANAGEMENT WITH RAPID DEPLOYMENT AND ACCESSIBILITY FROM ANYWHERE
  • 8.3 PRIVATE CLOUD
    ENHANCED SECURITY, COMPLIANCE, AND CUSTOMIZATION OPTIONS TAILORED TO SPECIFIC ORGANIZATIONAL NEEDS AND REGULATORY REQUIREMENTS
  • 8.4 HYBRID CLOUD
    FLEXIBILITY OF CLOUD SCALABILITY WITH SECURITY AND CUSTOMIZATION FOR OPTIMIZED SOLUTIONS ACROSS DIVERSE WORKLOADS AND ENVIRONMENTS
CLOUD ITSM MARKET, BY VERTICAL
130
  • 9.1 INTRODUCTION
    VERTICAL: CLOUD ITSM MARKET DRIVERS
  • 9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI)
    BFSI: APPLICATION AREAS
    - Transaction processing
    - Security management
    - Compliance management
    - Other BFSI applications
  • 9.3 TELECOMMUNICATIONS
    TELECOMMUNICATIONS: APPLICATION AREAS
    - Network management
    - Service provisioning
    - Incident management
    - Other telecommunication applications
  • 9.4 IT & ITES
    IT & ITES: APPLICATION AREAS
    - Service desk support
    - Change management
    - Application development & maintenance
    - Other IT & ITeS applications
  • 9.5 GOVERNMENT & PUBLIC SECTOR
    GOVERNMENT & PUBLIC SECTOR: APPLICATION AREAS
    - eGovernment services
    - IT infrastructure management
    - Security & compliance
    - Other government & public sector applications
  • 9.6 RETAIL & CONSUMER GOODS
    RETAIL & CONSUMER GOODS: APPLICATION AREAS
    - eCommerce platform management
    - Inventory management systems
    - Customer support
    - Other retail & consumer goods applications
  • 9.7 MANUFACTURING
    MANUFACTURING: APPLICATION AREAS
    - Manufacturing Execution Systems (MESs)
    - Supply chain management
    - Quality control systems
    - Other manufacturing applications
  • 9.8 ENERGY & UTILITIES
    ENERGY & UTILITIES: APPLICATION AREAS
    - Smart grid management
    - SCADA systems
    - Asset management
    - Other energy & utilities applications
  • 9.9 MEDIA & ENTERTAINMENT
    MEDIA & ENTERTAINMENT: APPLICATION AREAS
    - Content Management Systems (CMSs)
    - Digital Rights Management (DRM)
    - Broadcasting systems
    - Other media & entertainment applications
  • 9.10 HEALTHCARE & LIFE SCIENCES
    HEALTHCARE: APPLICATION AREAS
    - Electronic Health Records (EHRs)
    - Healthcare ITSM Integration
    - Patient care applications
    - Other healthcare & life sciences applications
  • 9.11 EDUCATION
    EDUCATION: APPLICATION AREAS
    - Learning Management System (LMS)
    - Student Information System (SIS)
    - Campus IT infrastructure
    - Other education applications
  • 9.12 OTHER VERTICALS
ITSM MARKET, BY REGION
153
  • 10.1 INTRODUCTION
  • 10.2 NORTH AMERICA
    NORTH AMERICA: CLOUD ITSM MARKET DRIVERS
    NORTH AMERICA: RECESSION IMPACT
    US
    - FedRAMP initiative for regulating cloud services
    CANADA
    - Big data integration and government digital services thrive in Canada
  • 10.3 EUROPE
    EUROPE: CLOUD ITSM MARKET DRIVERS
    EUROPE: RECESSION IMPACT
    UK
    - Initiatives by UK government and European Parliament targeting substantial enhancements to servers and data storage products
    GERMANY
    - Evolution of Industry 4.0, significant investments in industrial technology, and rise of smart urban centers
    FRANCE
    - Digital France Plan for 2025 for companies to grow
    ITALY
    - Smart city initiatives and 5G deployment for edge computing solutions in Italy
    REST OF EUROPE
  • 10.4 ASIA PACIFIC
    ASIA PACIFIC: CLOUD ITSM MARKET DRIVERS
    ASIA PACIFIC: RECESSION IMPACT
    CHINA
    - Free trade ecosystem and ‘Belt and Road’ initiatives to increase need for cloud ITSM infrastructure
    JAPAN
    - Automation push to propel demand for cloud ITSM solutions within automation and industrial robotics
    AUSTRALIA & NEW ZEALAND
    - Demand for data processing and information interaction with high internet usage
    REST OF ASIA PACIFIC
  • 10.5 MIDDLE EAST & AFRICA
    MIDDLE EAST & AFRICA: CLOUD ITSM MARKET DRIVERS
    MIDDLE EAST & AFRICA: RECESSION IMPACT
    GCC COUNTRIES (GULF COOPERATION COUNCIL)
    - Saudi Arabia
    - UAE
    - Rest of GCC Countries
    SOUTH AFRICA
    - High usage of mobile technologies and colocation facilities in South Africa
    REST OF THE MIDDLE EAST & AFRICA
  • 10.6 LATIN AMERICA
    LATIN AMERICA: CLOUD ITSM MARKET DRIVERS
    LATIN AMERICA: RECESSION IMPACT
    BRAZIL
    - 5G deployment to attract more cloud players to Brazil
    MEXICO
    - Increased investments from global giants and opportunities for content delivery providers
    REST OF LATIN AMERICA
COMPETITIVE LANDSCAPE
213
  • 11.1 INTRODUCTION
  • 11.2 KEY PLAYER STRATEGIES/RIGHT TO WIN
  • 11.3 MARKET SHARE ANALYSIS, 2023
  • 11.4 CLOUD ITSM MARKET: VENDOR PRODUCTS/BRANDS COMPARISON
  • 11.5 REVENUE ANALYSIS
  • 11.6 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023
    STARS
    EMERGING LEADERS
    PERVASIVE PLAYERS
    PARTICIPANTS
    COMPANY FOOTPRINT: KEY PLAYERS
  • 11.7 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023
    PROGRESSIVE COMPANIES
    RESPONSIVE COMPANIES
    DYNAMIC COMPANIES
    STARTING BLOCKS
    COMPETITIVE BENCHMARKING: STARTUPS/SMES
    - Detailed list of key startups/SMEs
  • 11.8 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS
    COMPANY VALUATION
    FINANCIAL METRICS
  • 11.9 COMPETITIVE SCENARIO AND TRENDS
    PRODUCT LAUNCHES
    DEALS
COMPANY PROFILES
247
  • 12.1 INTRODUCTION
  • 12.2 KEY PLAYERS
    SERVICENOW
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    BMC SOFTWARE
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    BROADCOM
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    MANAGEENGINE
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    IVANTI
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    - MnM view
    ZENDESK
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    FRESHWORKS
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    SOLARWINDS
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    ATLASSIAN
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
    OPENTEXT
    - Business overview
    - Products/Solutions/Services offered
    - Recent developments
  • 12.3 OTHER PLAYERS
    MICROSOFT
    IBM
    GOTO
    IFS
    SYMPHONYAI SUMMIT
    EFECTE
    EASYVISTA
    ITARIAN
    SYSAID TECHNOLOGIES
    INVGATE
    ALEMBA
    HORNBILL
    NINJAONE
    HALOITSM
    AISERA
    4ME
    TOPDESK
    TEAMDYNAMIX
ADJACENT AND RELATED MARKETS
311
  • 13.1 INTRODUCTION
    RELATED MARKETS
  • 13.2 ITSM MARKET
  • 13.3 CONFIGURATION MANAGEMENT MARKET
APPENDIX
317
  • 14.1 DISCUSSION GUIDE
  • 14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
  • 14.3 CUSTOMIZATION OPTIONS
  • 14.4 RELATED REPORTS
  • 14.5 AUTHOR DETAILS
LIST OF TABLES
 
  • TABLE 1 USD EXCHANGE RATES, 2018–2023
  • TABLE 2 FACTOR ANALYSIS
  • TABLE 3 RECESSION IMPACT
  • TABLE 4 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS OFFERED BY KEY PLAYERS
  • TABLE 5 TOP TEN PATENT OWNERS, 2023
  • TABLE 6 PATENTS GRANTED TO VENDORS IN ITSM MARKET
  • TABLE 7 IMPACT OF PORTER’S FIVE FORCES ON CLOUD ITSM MARKET
  • TABLE 8 NORTH AMERICA: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 9 EUROPE: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 10 ASIA PACIFIC: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 11 ROW: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
  • TABLE 12 CLOUD ITSM: KEY CONFERENCES & EVENTS, 2024–2025
  • TABLE 13 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS
  • TABLE 14 KEY BUYING CRITERIA FOR TOP VERTICALS
  • TABLE 15 CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 16 CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 17 CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION)
  • TABLE 18 CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION)
  • TABLE 19 CLOUD ITSM SOLUTIONS MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 20 CLOUD ITSM SOLUTIONS MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 21 SERVICE PORTFOLIO MANAGEMENT MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 22 SERVICE PORTFOLIO MANAGEMENT MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 23 CONFIGURATION & CHANGE MANAGEMENT MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 24 CONFIGURATION & CHANGE MANAGEMENT MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 25 SERVICE DESK SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 26 SERVICE DESK SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 27 OPERATIONS & PERFORMANCE MANAGEMENT MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 28 OPERATIONS & PERFORMANCE MANAGEMENT MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 29 DASHBOARD, REPORTING, AND ANALYTICS SOLUTIONS MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 30 DASHBOARD, REPORTING, AND ANALYTICS SOLUTIONS MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 31 CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 32 CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 33 CLOUD ITSM SERVICES MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 34 CLOUD ITSM SERVICES MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 35 CLOUD ITSM MANAGED SERVICES MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 36 CLOUD ITSM MANAGED SERVICES MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 37 CLOUD ITSM PROFESSIONAL SERVICES MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 38 CLOUD ITSM PROFESSIONAL SERVICES MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 39 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 40 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 41 CLOUD ITSM MARKET FOR LARGE ENTERPRISES, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 42 CLOUD ITSM MARKET FOR LARGE ENTERPRISES, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 43 CLOUD ITSM MARKET FOR SMES, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 44 CLOUD ITSM MARKET FOR SMES, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 45 CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 46 CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 47 PUBLIC CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 48 PUBLIC CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 49 PRIVATE CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 50 PRIVATE CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 51 HYBRID CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 52 HYBRID CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 53 CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 54 CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 55 BFSI: CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 56 BFSI: CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 57 CLOUD ITSM MARKET IN TELECOMMUNICATIONS, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 58 CLOUD ITSM MARKET IN TELECOMMUNICATIONS, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 59 CLOUD ITSM MARKET IN IT & ITES, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 60 CLOUD ITSM MARKET IN IT & ITES, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 61 CLOUD ITSM MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 62 CLOUD ITSM MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 63 CLOUD ITSM MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 64 CLOUD ITSM MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 65 CLOUD ITSM MARKET IN MANUFACTURING, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 66 CLOUD ITSM MARKET IN MANUFACTURING, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 67 CLOUD ITSM MARKET IN ENERGY & UTILITIES, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 68 CLOUD ITSM MARKET IN ENERGY & UTILITIES, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 69 CLOUD ITSM MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 70 CLOUD ITSM MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 71 CLOUD ITSM MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 72 CLOUD ITSM MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 73 CLOUD ITSM MARKET IN EDUCATION, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 74 CLOUD ITSM MARKET IN EDUCATION, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 75 CLOUD ITSM MARKET IN OTHER VERTICALS, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 76 CLOUD ITSM MARKET IN OTHER VERTICALS, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 77 CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION)
  • TABLE 78 CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION)
  • TABLE 79 NORTH AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 80 NORTH AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 81 NORTH AMERICA: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION)
  • TABLE 82 NORTH AMERICA: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION)
  • TABLE 83 NORTH AMERICA: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 84 NORTH AMERICA: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 85 NORTH AMERICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 86 NORTH AMERICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 87 NORTH AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 88 NORTH AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 89 NORTH AMERICA: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 90 NORTH AMERICA: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 91 NORTH AMERICA: CLOUD ITSM MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
  • TABLE 92 NORTH AMERICA: CLOUD ITSM MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
  • TABLE 93 US: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 94 US: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 95 US: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 96 US: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 97 CANADA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 98 CANADA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 99 CANADA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 100 CANADA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 101 EUROPE: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 102 EUROPE: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 103 EUROPE: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION)
  • TABLE 104 EUROPE: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION)
  • TABLE 105 EUROPE: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 106 EUROPE: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 107 EUROPE: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 108 EUROPE: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 109 EUROPE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 110 EUROPE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 111 EUROPE: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 112 EUROPE: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 113 EUROPE: CLOUD ITSM MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
  • TABLE 114 EUROPE: CLOUD ITSM MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
  • TABLE 115 UK: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 116 UK: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 117 UK: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 118 UK: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 119 GERMANY: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 120 GERMANY: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 121 GERMANY: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 122 GERMANY: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 123 FRANCE: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 124 FRANCE: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 125 FRANCE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 126 FRANCE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 127 ITALY: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 128 ITALY: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 129 ITALY: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 130 ITALY: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 131 REST OF EUROPE: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 132 REST OF EUROPE: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 133 REST OF EUROPE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 134 REST OF EUROPE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 135 ASIA PACIFIC: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 136 ASIA PACIFIC: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 137 ASIA PACIFIC: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION)
  • TABLE 138 ASIA PACIFIC: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION)
  • TABLE 139 ASIA PACIFIC: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 140 ASIA PACIFIC: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 141 ASIA PACIFIC: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 142 ASIA PACIFIC: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 143 ASIA PACIFIC: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 144 ASIA PACIFIC: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 145 ASIA PACIFIC: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 146 ASIA PACIFIC: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 147 ASIA PACIFIC: CLOUD ITSM MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
  • TABLE 148 ASIA PACIFIC: CLOUD ITSM MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
  • TABLE 149 CHINA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 150 CHINA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 151 CHINA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 152 CHINA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 153 JAPAN: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 154 JAPAN: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 155 JAPAN: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 156 JAPAN: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 157 AUSTRALIA & NEW ZEALAND: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 158 AUSTRALIA & NEW ZEALAND: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 159 AUSTRALIA & NEW ZEALAND: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 160 AUSTRALIA & NEW ZEALAND: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 161 REST OF ASIA PACIFIC: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 162 REST OF ASIA PACIFIC: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 163 REST OF ASIA PACIFIC: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 164 REST OF ASIA PACIFIC: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 165 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 166 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 167 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION)
  • TABLE 168 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION)
  • TABLE 169 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 170 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 171 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 172 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 173 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 174 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 175 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 176 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 177 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY COUNTRY/REGION, 2019–2023 (USD MILLION)
  • TABLE 178 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY COUNTRY/REGION, 2024–2029 (USD MILLION)
  • TABLE 179 SAUDI ARABIA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 180 SAUDI ARABIA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 181 SAUDI ARABIA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 182 SAUDI ARABIA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 183 UAE: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 184 UAE: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 185 UAE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 186 UAE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 187 REST OF GCC COUNTRIES: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 188 REST OF GCC COUNTRIES: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 189 REST OF GCC COUNTRIES: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 190 REST OF GCC COUNTRIES: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 191 SOUTH AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 192 SOUTH AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 193 SOUTH AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 194 SOUTH AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 195 REST OF MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 196 REST OF MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 197 REST OF MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 198 REST OF MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 199 LATIN AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 200 LATIN AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 201 LATIN AMERICA: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION)
  • TABLE 202 LATIN AMERICA: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION)
  • TABLE 203 LATIN AMERICA: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION)
  • TABLE 204 LATIN AMERICA: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION)
  • TABLE 205 LATIN AMERICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION)
  • TABLE 206 LATIN AMERICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION)
  • TABLE 207 LATIN AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 208 LATIN AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 209 LATIN AMERICA: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION)
  • TABLE 210 LATIN AMERICA: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION)
  • TABLE 211 LATIN AMERICA: CLOUD ITSM MARKET, BY COUNTRY, 2019–2023 (USD MILLION)
  • TABLE 212 LATIN AMERICA: CLOUD ITSM MARKET, BY COUNTRY, 2024–2029 (USD MILLION)
  • TABLE 213 BRAZIL: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 214 BRAZIL: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 215 BRAZIL: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 216 BRAZIL: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 217 MEXICO: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 218 MEXICO: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 219 MEXICO: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 220 MEXICO: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 221 REST OF LATIN AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION)
  • TABLE 222 REST OF LATIN AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION)
  • TABLE 223 REST OF LATIN AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION)
  • TABLE 224 REST OF LATIN AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION)
  • TABLE 225 OVERVIEW OF STRATEGIES ADOPTED BY KEY VENDORS
  • TABLE 226 MARKET SHARE OF KEY VENDORS, 2023
  • TABLE 227 CLOUD ITSM MARKET: REGIONAL FOOTPRINT, 2023
  • TABLE 228 CLOUD ITSM MARKET: COMPANY OFFERING FOOTPRINT, 2023
  • TABLE 229 CLOUD ITSM MARKET: COMPANY VERTICAL FOOTPRINT, 2023
  • TABLE 230 OVERALL COMPANY FOOTPRINT FOR STARTUPS/SMES, 2023
  • TABLE 231 COMPETITIVE BENCHMARKING OF STARTUPS/SMES
  • TABLE 232 CLOUD ITSM MARKET: PRODUCT LAUNCHES, MARCH 2022–MAY 2024
  • TABLE 233 CLOUD ITSM MARKET: DEALS, JANUARY 2022–MARCH 2024
  • TABLE 234 SERVICENOW: COMPANY OVERVIEW
  • TABLE 235 SERVICENOW: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 236 SERVICENOW: PRODUCT ENHANCEMENTS
  • TABLE 237 SERVICENOW: DEALS
  • TABLE 238 SERVICENOW: EXPANSIONS
  • TABLE 239 BMC SOFTWARE: COMPANY OVERVIEW
  • TABLE 240 BMC SOFTWARE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 241 BMC SOFTWARE: PRODUCT LAUNCHES & ENHANCEMENTS
  • TABLE 242 BMC SOFTWARE: DEALS
  • TABLE 243 BROADCOM: COMPANY OVERVIEW
  • TABLE 244 BROADCOM: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 245 BROADCOM: PRODUCT ENHANCEMENTS
  • TABLE 246 BROADCOM: DEALS
  • TABLE 247 MANAGEENGINE: COMPANY OVERVIEW
  • TABLE 248 MANAGEENGINE: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 249 MANAGEENGINE: PRODUCT LAUNCHES & ENHANCEMENTS
  • TABLE 250 MANAGEENGINE: EXPANSIONS
  • TABLE 251 IVANTI: COMPANY OVERVIEW
  • TABLE 252 IVANTI: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 253 IVANTI: PRODUCT ENHANCEMENTS
  • TABLE 254 IVANTI: DEALS
  • TABLE 255 ZENDESK: COMPANY OVERVIEW
  • TABLE 256 ZENDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 257 ZENDESK: PRODUCT LAUNCHES
  • TABLE 258 ZENDESK: DEALS
  • TABLE 259 FRESHWORKS: COMPANY OVERVIEW
  • TABLE 260 FRESHWORKS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 261 FRESHWORKS: PRODUCT ENHANCEMENTS
  • TABLE 262 FRESHWORKS: DEALS
  • TABLE 263 SOLARWINDS: COMPANY OVERVIEW
  • TABLE 264 SOLARWINDS: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 265 SOLARWINDS: PRODUCT LAUNCHES & ENHANCEMENTS
  • TABLE 266 SOLARWINDS: DEALS
  • TABLE 267 ATLASSIAN: COMPANY OVERVIEW
  • TABLE 268 ATLASSIAN: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 269 ATLASSIAN: PRODUCT ENHANCEMENTS
  • TABLE 270 ATLASSIAN: DEALS
  • TABLE 271 OPENTEXT: COMPANY OVERVIEW
  • TABLE 272 OPENTEXT: PRODUCTS/SOLUTIONS/SERVICES OFFERED
  • TABLE 273 OPENTEXT: PRODUCT ENHANCEMENTS
  • TABLE 274 OPENTEXT: DEALS
  • TABLE 275 ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION)
  • TABLE 276 ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION)
  • TABLE 277 ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION)
  • TABLE 278 ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
  • TABLE 279 ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION)
  • TABLE 280 ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION)
  • TABLE 281 ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION)
  • TABLE 282 ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION)
  • TABLE 283 CONFIGURATION MANAGEMENT MARKET, BY MODULE, 2017–2024 (USD MILLION)
  • TABLE 284 CONFIGURATION MANAGEMENT MARKET, BY SYSTEM, 2017–2024 (USD MILLION)
  • TABLE 285 CONFIGURATION MANAGEMENT MARKET, BY COMPONENT, 2017–2024 (USD MILLION)
  • TABLE 286 CONFIGURATION MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2017–2024 (USD MILLION)
  • TABLE 287 CONFIGURATION MANAGEMENT MARKET, BY END-USE VERTICAL, 2017–2024 (USD MILLION)
  • TABLE 288 CONFIGURATION MANAGEMENT MARKET, BY REGION, 2017–2024 (USD MILLION)
LIST OF FIGURES
 
  • FIGURE 1 CLOUD ITSM MARKET SEGMENTATION
  • FIGURE 2 CLOUD ITSM MARKET: REGIONAL SEGMENTATION
  • FIGURE 3 STUDY PERIOD CONSIDERED
  • FIGURE 4 CLOUD ITSM MARKET: RESEARCH DESIGN
  • FIGURE 5 BREAKUP OF PRIMARY INTERVIEWS, BY COMPANY TYPE, DESIGNATION, AND REGION
  • FIGURE 6 INSIGHTS FROM INDUSTRY EXPERTS
  • FIGURE 7 DATA TRIANGULATION
  • FIGURE 8 CLOUD ITSM MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
  • FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS
  • FIGURE 10 BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF ITSM VENDORS
  • FIGURE 11 SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION
  • FIGURE 12 DEMAND SIDE: REVENUE GENERATED VERTICALS
  • FIGURE 13 APPROACH 2 (DEMAND SIDE): ITSM MARKET
  • FIGURE 14 CLOUD ITSM MARKET SNAPSHOT, 2021–2029 (USD BILLION)
  • FIGURE 15 TOP MARKET SEGMENTS IN TERMS OF GROWTH RATE
  • FIGURE 16 NORTH AMERICA TO ACCOUNT FOR LARGEST SHARE DURING FORECAST PERIOD
  • FIGURE 17 RISE IN DEMAND FOR CONTENT MANAGEMENT ACROSS VERTICALS AND INCREASING DIGITIZATION TO DRIVE CLOUD ITSM MARKET GROWTH
  • FIGURE 18 CLOUD ITSM SOLUTIONS TO ACCOUNT FOR LARGEST SHARE IN 2024
  • FIGURE 19 OPERATIONS & PERFORMANCE MANAGEMENT TO ACCOUNT FOR LARGEST SHARE IN 2024
  • FIGURE 20 PROFESSIONAL SERVICES TO ACCOUNT FOR LARGER SHARE IN 2024 AND 2029
  • FIGURE 21 DEPLOYMENT & INTEGRATION TO ACCOUNT FOR LARGEST SHARE IN 2024
  • FIGURE 22 HUMAN RESOURCES TO ACCOUNT FOR LARGEST SHARE IN 2024
  • FIGURE 23 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGEST SHARE IN 2024
  • FIGURE 24 BFSI TO ACCOUNT TO BE LARGEST VERTICAL IN 2024 AND 2029
  • FIGURE 25 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENTS IN NEXT FIVE YEARS
  • FIGURE 26 CLOUD ITSM MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 27 FACTORS CONSIDERED BY ENTERPRISES WHILE SELECTING CLOUD IT SERVICE MANAGEMENT/ENTERPRISE SERVICE MANAGEMENT SOLUTION, 2021
  • FIGURE 28 DEPARTMENTS IN ORGANIZATIONS USING SERVICE DESK SOFTWARE/MODEL TO MANAGE WORKFLOWS, 2021
  • FIGURE 29 CLOUD ITSM MARKET: ECOSYSTEM ANALYSIS
  • FIGURE 30 SUPPLY CHAIN ANALYSIS
  • FIGURE 31 LEADING MAJOR CLOUD ITSM MARKET VENDORS, BY NUMBER OF INVESTORS AND FUNDING ROUNDS, 2023
  • FIGURE 32 NUMBER OF PATENTS PUBLISHED, 2012–2023
  • FIGURE 33 TOP FIVE (GLOBAL) PATENT OWNERS, 2023
  • FIGURE 34 PORTER’S FIVE FORCES ANALYSIS
  • FIGURE 35 REVENUE SHIFT AND NEW REVENUE POCKETS FOR PLAYERS IN CLOUD ITSM MARKET
  • FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS
  • FIGURE 37 KEY BUYING CRITERIA FOR TOP VERTICALS
  • FIGURE 38 CLOUD ITSM SOLUTIONS TO ACCOUNT FOR LARGER MARKET IN 2024
  • FIGURE 39 OPERATIONS & PERFORMANCE MANAGEMENT TO ACCOUNT FOR LARGEST MARKET IN 2024
  • FIGURE 40 PROFESSIONAL CLOUD ITSM SERVICES TO LEAD MARKET IN 2024
  • FIGURE 41 LARGE ENTERPRISES TO ACCOUNT FOR LARGER MARKET IN 2024
  • FIGURE 42 PUBLIC CLOUD DEPLOYMENT TO ACCOUNT FOR LARGER MARKET IN 2024
  • FIGURE 43 IT & ITES VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 44 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
  • FIGURE 45 NORTH AMERICA: MARKET SNAPSHOT
  • FIGURE 46 ASIA PACIFIC: MARKET SNAPSHOT
  • FIGURE 47 CLOUD ITSM MARKET: MARKET SHARE ANALYSIS, 2023
  • FIGURE 48 VENDOR PRODUCTS/BRANDS COMPARISON
  • FIGURE 49 HISTORICAL REVENUE ANALYSIS, 2019–2023 (USD MILLION)
  • FIGURE 50 COMPANY EVALUATION MATRIX FOR KEY PLAYERS: CRITERIA WEIGHTAGE
  • FIGURE 51 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023
  • FIGURE 52 CLOUD ITSM MARKET: COMPANY FOOTPRINT, 2023
  • FIGURE 53 COMPANY EVALUATION MATRIX FOR STARTUPS/SMES: CRITERIA WEIGHTAGE
  • FIGURE 54 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023
  • FIGURE 55 COMPANY VALUATION OF KEY VENDORS, 2024 (USD BILLION)
  • FIGURE 56 EV/EBITDA RATIO OF KEY VENDORS, 2024
  • FIGURE 57 YEAR-TO-DATE (YTD) PRICE TOTAL RETURN AND 5-YEAR STOCK BETA OF KEY VENDORS, 2024
  • FIGURE 58 SERVICENOW: COMPANY SNAPSHOT
  • FIGURE 59 BROADCOM: COMPANY SNAPSHOT
  • FIGURE 60 FRESHWORKS: COMPANY SNAPSHOT
  • FIGURE 61 SOLARWINDS: COMPANY SNAPSHOT
  • FIGURE 62 ATLASSIAN: COMPANY SNAPSHOT
  • FIGURE 63 OPENTEXT: COMPANY SNAPSHOT

 

Methodology

This research study on the cloud ITSM market involved extensive secondary sources, including directories, IEEE Communication-Efficient: Algorithms and Systems, and the International Journal of Innovation and Technology Management, as well as paid databases. Primary sources were mainly industry experts from core and related industries, preferred cloud ITSM providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews with primary respondents, including key industry participants and subject matter experts, were conducted to gather and verify critical qualitative and quantitative information, as well as assess the market’s prospects.

Secondary Research

In the secondary research process, various sources were referred to identify and collect information for this study. Secondary sources included annual reports, press releases, and investor presentations of companies; white papers, journals, and certified publications; and articles from recognized authors, directories, and databases. The data was also collected from other secondary sources, such as journals, government websites, blogs, and vendors’ websites. Additionally, the cloud ITSM spending of various countries was extracted from the respective sources.

Primary Research

In the primary research process, various sources from the supply and demand sides were interviewed to obtain qualitative and quantitative information on the market. The primary sources from the supply side included various industry experts, such as chief experience officers (CXOs), vice presidents (VPs), and directors specializing in business development, marketing, and cloud ITSM services. It also included key executives from cloud ITSM vendors, system integrators (SIs), professional service providers, industry associations, and other key opinion leaders.

Cloud ITSM Market Size, and Share

Note: Tier 1 companies’ revenues are more than USD 10 billion; tier 2 companies’ revenues range between USD 1 and 10 billion; and tier 3 companies’ revenues range between USD 500 million and USD 1 billion. Other designations include sales, marketing, and product managers.

Source: Industry Experts

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

Market Size Estimation

Multiple approaches were adopted to estimate and forecast the cloud ITSM market. The first approach involved estimating the market size based on companies’ revenue from the sale of cloud ITSM products.

Market Size Estimation Methodology: Top-down Approach
The top-down approach prepared an exhaustive list of all the vendors offering products in the cloud ITSM market. The revenue contribution of the market vendors was estimated through annual reports, press releases, funding, investor presentations, paid databases, and primary interviews. Each vendor’s offerings were evaluated based on offering, solution type, deployment mode, organization size, vertical, and region. The markets were triangulated through primary and secondary research. The primary procedure included extensive interviews for key insights from industry leaders, such as CIOs, CEOs, VPs, directors, and marketing executives. The market numbers were further triangulated with the existing MarketsandMarkets’ repository for validation.

Market Size Estimation Methodology: Bottom-up Approach
The bottom-up approach identified the adoption rate of cloud ITSM products across different verticals in key countries, considering the regions that contribute the most to the market share. For cross-validation, the adoption of cloud ITSM products among enterprises and other use cases for their regions was identified and extrapolated. Use cases identified in different areas were weighed for the market size calculation.
Based on the market numbers, the regional split was determined by primary and secondary sources. The procedure included an analysis of the cloud ITSM market’s regional penetration. Based on secondary research, the regional spending on Information and Communications Technology (ICT), socioeconomic analysis of each country, strategic vendor analysis of major cloud ITSM service providers, and organic and inorganic business development activities of regional and global players were estimated.

Cloud ITSM Market : Top-Down and Bottom-Up Approach

Cloud ITSM Market Top Down and Bottom Up Approach

Data Triangulation

After determining the overall market size using the market size estimation processes as explained above, the market was split into several segments and subsegments. Data triangulation and market breakup procedures were employed, wherever applicable, to complete the overall market engineering process and arrive at the exact statistics of each market segment and subsegment. The overall market size was then used in the top-down approach to estimate the size of other individual markets by applying percentage splits to the market segmentation.

Market Definition

According to Freshworks, Cloud IT service management is the practice of delivering IT services through cloud-based platforms. It enables you to manage incidents, requests, assets, and workflows with scalability, automation, and real-time analytics. Unlike traditional ITSM, which relies on on-premise infrastructure, cloud ITSM offers greater flexibility and cost-effectiveness, making it a preferred choice for businesses of all sizes.
According to MarketsandMarkets, cloud ITSM refers to the delivery of IT service management solutions through cloud-based platforms that enable organizations to design, automate, manage, and optimize IT services over the internet. It encompasses core ITSM capabilities such as incident & problem management, change & release management, IT asset management, IT operations management, and configuration management, delivered via public, private, and hybrid clouds. Cloud ITSM platforms provide scalability, centralized visibility, workflow automation, and integration across hybrid and multi-cloud environments, helping enterprises improve service efficiency, reduce infrastructure complexity, and enhance end-user experience.

Key Stakeholders

  • Cloud ITSM software providers
  • Enterprise service management platform vendors
  • IT operations and infrastructure management vendors
  • IT asset management and CMDB solution providers
  • Managed service providers delivering ITSM services
  • System integrators and IT digital transformation partners
  • Cloud service providers and hyperscalers
  • IT consulting and advisory firms
  • Government IT departments and public sector agencies
  • Industry associations and IT governance bodies
  • End users

Report Objectives

  • To define, describe, and forecast the cloud ITSM market based on offering (solutions, services [professional services (implementation & integration, training & consultation, support & maintenance), managed services]), solution type (IT service desk, IT Asset management, change & release management, IT operations management, enterprise service management), deployment mode (public cloud, private cloud, hybrid cloud), organization size (large enterprises, mid enterprises,  small enterprises), and vertical (BFSI, retail & consumer goods, healthcare & life sciences, telecommunications, IT & ITeS, media & entertainment, manufacturing, government & public sector, energy & utilities, education, other verticals [travel & hospitality, and transportation & logistics])
  • To forecast the market size of five major regional segments: North America, Europe, Asia Pacific, the Middle East & Africa, and Latin America
  • To strategically analyze the market subsegments with respect to individual growth trends, prospects, and contributions to the total market
  • To provide detailed information related to the major factors influencing the growth of the market (drivers, restraints, opportunities, and challenges)
  • To strategically analyze macro and micro markets with respect to growth trends, prospects, and their contributions to the overall market
  • To analyze industry trends, patents and innovations, and pricing data related to the market
  • To analyze the opportunities in the market for stakeholders and provide details of the competitive landscape for major players
  • To analyze the impact of AI/generative AI on the market
  • To profile key players in the market and comprehensively analyze their market share/ranking and core competencies
  • To track and analyze competitive developments, such as mergers & acquisitions, product launches, and partnerships & collaborations, in the market

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

  • The product matrix provides a detailed comparison of the product portfolio of each company.

Geographic Analysis

  • Further breakup of the North American cloud ITSM market
  • Further breakup of the European cloud ITSM market
  • Further breakup of the Asia Pacific cloud ITSM market
  • Further breakup of the Middle East & Africa cloud ITSM market
  • Further breakup of the Latin American cloud ITSM market

Company Information

  • Detailed analysis and profiling of additional market players (up to five)

 

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