Cloud ITSM Market

The global cloud ITSM market is expanding rapidly, with a projected market size rising from about USD 11.09 billion in 2025 to USD 23.04 billion by 2031, for a CAGR of 13.0%. The cloud ITSM market is undergoing accelerated transformation driven by four core forces. Enterprise emphasis on IT process automation is pushing organizations to adopt cloud-based IT service management platforms that streamline incident, change, and request management through workflow automation and AI-enabled ticket handling. The expansion of hybrid work models is increasing demand for centralized, always-accessible service management platforms that ensure consistent support, SLA adherence, and real-time visibility across distributed users and locations.

Simultaneously, the need for standardized IT workflows across hybrid and multi-cloud environments is driving the adoption of configurable, cloud-native ITSM solutions aligned with ITIL best practices while enabling compliance and governance customization. Growing service desk complexity, fueled by diverse applications and interconnected systems, is further necessitating intelligent orchestration across IT operations through integrated automation and analytics. Collectively, these factors are redefining service management architecture and positioning cloud ITSM as a critical enabler of enterprise digital operations and operational resilience.

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

Some of the major players in the cloud ITSM market include ServiceNow (US), BMC Software (US), Broadcom (US), Ivanti (US), and ManageEngine (US). These companies deliver advanced cloud ITSM solutions to ensure reliable IT service delivery, strengthen governance, and improve operational efficiency. Through cloud-native platforms with automated workflows, self-service capabilities, and intelligent ticket orchestration, organizations streamline incident resolution and optimize service desk operations. By centralizing visibility and standardizing IT processes, cloud ITSM platforms help enterprises reduce costs, enhance compliance, maintain service resilience, and support digital transformation across complex hybrid IT environments.

In October 2025, Dynatrace and ServiceNow announced a multiyear strategic collaboration to advance autonomous IT operations. The partnership integrates 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.

In January 2026, ManageEngine entered a strategic partnership with the Atlanta Hawks to unify and automate IT operations across State Farm Arena. The collaboration centralizes visibility, strengthens identity governance, automates patching, and standardizes IT service management, enabling predictive operations and improved reliability in large-scale, live-event environments.

SERVICENOW

ServiceNow positions itself as a central enabler in the cloud ITSM market through a platform-led strategy focused on workflow standardization, AI-driven automation, and enterprise-wide service integration. The company embeds IT service management within its unified Now Platform, enabling organizations to manage incidents, changes, assets, and service requests through a single cloud-native architecture. ServiceNow’s core competencies include low-code workflow configuration, native ITOM and CMDB integration, embedded AI for predictive resolution, and scalable SaaS delivery supporting global enterprises. Major activities reinforcing this position include targeted acquisitions to strengthen automation, observability, and AI-driven service capabilities, as well as strategic alliances with hyperscalers and system integrators to expand deployment reach. ServiceNow demonstrates strong horizontal integration by extending ITSM across HR, customer service, and security operations, while vertically integrating governance, compliance, and analytics into operational workflows. This approach enables enterprises to unify service operations, improve resilience, and institutionalize standardized IT processes across complex hybrid environments.

BMC SOFTWARE

BMC Software positions itself as a strategic provider in the cloud ITSM market through a platform-centric strategy focused on service automation, mainframe integration, and AI-driven operations management. Through its Helix platform, BMC delivers cloud-native ITSM capabilities that unify incident, problem, change, and asset management within a scalable SaaS architecture. BMC Software’s core competencies include cognitive automation, predictive service analytics, strong mainframe and hybrid IT integration, and modular workflow orchestration tailored for complex enterprise environments. Major activities supporting its market position include continuous enhancements to the BMC Helix portfolio, strategic technology partnerships, and acquisitions aimed at strengthening AIOps and service management capabilities. BMC demonstrates horizontal integration by extending ITSM into IT operations, automation, and security management, while vertically integrating governance, compliance, and performance analytics into enterprise IT workflows. This integrated approach enables organizations to modernize service delivery, improve operational visibility, and sustain resilient digital operations across hybrid and multi-cloud infrastructures.

Market Ranking

In 2025, the cloud ITSM market remained highly competitive, with ServiceNow, BMC Software, Broadcom, Ivanti, and ManageEngine collectively accounting for approximately 47-49% of the market. In May 2024, ServiceNow introduced the Xanadu release of its Now Platform, embedding generative AI capabilities into incident management and service workflows to accelerate resolution times and improve automation accuracy. In September 2024, BMC Software expanded its Helix platform with enhanced AIOps and generative AI features designed to deliver predictive service remediation and cross-domain automation across hybrid environments. In November 2024, Broadcom advanced its enterprise service management capabilities under the VMware Cloud Foundation portfolio, strengthening integration between IT operations and service workflows following its platform consolidation efforts. In April 2025, Ivanti launched updates to its Neurons platform, integrating hyper automation and AI-driven service desk intelligence to unify IT asset management and service management functions. In January 2025, ManageEngine enhanced its ServiceDesk Plus platform with expanded AI-based ticket categorization and advanced analytics to support enterprise-scale deployments. These developments demonstrate how leading vendors are embedding AI, automation, and platform integration into cloud ITSM architectures to address rising service complexity, enforce governance, and deliver measurable operational resilience across global enterprises.

Related Reports:

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

Contact:
Mr. Rohan Salgarkar
MarketsandMarkets™ INC.
1615 South Congress Ave.
Suite 103, Delray Beach, FL 33445
USA : 1-888-600-6441
sales@marketsandmarkets.com