Cloud ITSM Market - Global Forecast to 2029
| 出版 | MarketsandMarkets |
| 出版年月 | 2024年5月 |
| ページ数 | 327 |
| 図表数 | 351 |
| 価格タイプ | シングルユーザライセンス |
| 価格 | USD 4,950 |
| 種別 | 英文調査報告書 |
Report Overview
The Cloud ITSM market size is expected to grow from USD 9.5 billion in 2024 to USD 17.8 billion by 2029 at a Compound Annual Growth Rate (CAGR) of 13.5% during the forecast period.
クラウドITSM市場規模は、予測期間中に13.5%の年間平均成長率(CAGR)で、2024年の95億米ドルから2029年までに178億米ドルに成長すると予想されています。
IT teams know the privacy breach, downtime and service interruption, and potential data transfer risks between devices and the cloud. Cloud ITSM addresses these concerns by minimizing the need for extensive data transfer in specific environments. By leveraging a cloud platform, organizations can locally filter sensitive data and only transmit essential information required for model building to the cloud. This approach enables enterprises to maintain robust security measures and compliance frameworks tailored to their specific requirements while ensuring adherence to audit standards.
“By Offering, the services segment will record a higher CAGR during the forecast period. ”
Cloud ITSM market, the services segment is estimated to achieve the most substantial Compound Annual Growth Rate (CAGR) during the forecast period. This projection underscores the critical role of related services, particularly professional and managed services, in facilitating effective ITSM implementation. Professional services encompass a spectrum of offerings, from education and training to consulting and support, essential for the seamless execution of ITSM solutions. Conversely, managed services deliver tailored software solutions to meet specific user needs, guiding them through every stage of software utilization. Given factors like limited technical know-how and a focus on core business functions, ITSM services are indispensable for fostering widespread adoption among enterprises.
“By Deployment mode, Public Cloud will hold the largest market share during the forecast period.”
Public cloud deployment involves accessing IT service management solutions and resources provided by third-party vendors over the Internet. This model offers scalability, flexibility, and cost-effectiveness as organizations can pay only for their services without needing upfront infrastructure investments. Public cloud providers manage and maintain the underlying infrastructure, allowing businesses to focus on their core activities rather than IT management tasks. However, it may raise concerns regarding data security, compliance, and potential vendor lock-in. Since multiple tenants share the same infrastructure, limited customization options and performance variations might be based on resource allocation. Despite these challenges, public cloud deployment remains popular due to its rapid provisioning, global accessibility, and ability to support diverse workloads, making it an attractive option for organizations seeking agility and innovation in their ITSM strategies.
“By Vertical, the IT & ITeS Industry is projected to record the highest CAGR during the forecast period.”
During the forecast period, the IT & ITeS industry is set to experience the highest growth rate in the Cloud ITSM market. This surge is fueled by the sector’s growing need for sophisticated ITSM solutions to optimize operations, enhance service quality, and ensure compliance. As these companies expand and innovate, their need for effective ITSM frameworks to manage intricate IT systems becomes more critical. These solutions are vital to boosting efficiency, minimizing downtime, and improving resource management, all of which are essential for maintaining a competitive edge and achieving operational excellence in the dynamic IT sector.
The breakup of the profiles of the primary participants is below:
- By Company Type: Tier I: 29%, Tier II: 45%, and Tier III: 26%
- By Designation: C-Level Executives: 30%, Director Level: 25%, and *Others: 45%
- By Region: North America: 40%, Europe: 30%, Asia Pacific: 25%, **RoW: 5%
* Others include sales managers, marketing managers, and product managers
**RoW include Middle East & Africa and Latin America
Note: Tier 1 companies have revenues of more than USD 100 million; tier 2 companies’ revenue ranges from USD 10 million to USD 100 million; and tier 3 companies’ revenue is less than 10 million
Source: Secondary Literature, Expert Interviews, and MarketsandMarkets Analysis
Key Players
Some of the key players operating in the Cloud ITSM market are ServiceNow (US), BMC Software (US), Broadcom (US), ManageEngine (US), Ivanti (US), Zendesk (US), Freshworks (US), SolarWinds (US), Atlassian (Australia), OpenText (US), among others.
Research coverage:
The market analysis in all its areas covers the Cloud ITSM market. Its goal is to project market size and development potential in several segments, including Offerings, Deployment Mode, organization size, verticals, and regions. It comprises a thorough competition analysis of the major market players, company biographies, important insights regarding their offers in terms of goods and services, current advancements, and crucial market strategies.
Reasons to buy this report:
The study will include information on the closest approximations of revenue figures for the Cloud ITSM market and its subsegments, which will assist market leaders and new entrants. Stakeholders will receive additional insights and a better understanding of the competitive landscape, enabling them to position their companies better and develop go-to-market (GTM) strategies. Additionally, the research offers information on major market drivers, constraints, opportunities, and challenges to help stakeholders understand the state of the industry.
The report provides insights on the following pointers:
• Analysis of key drivers (Cloud ITSM enables organizations to scale their IT services based on demand, ensuring resources are efficiently allocated; Organizations can reduce the need for on-premises infrastructure with Cloud ITSM, leading to lower capital and operational costs; Cloud ITSM provides users access to IT services from anywhere, providing greater flexibility for the remote workforce; Cloud ITSM solutions agility helps businesses quickly adapt to changing business requirements and technological advancements), restraints (Concerns on adoption of Cloud ITSM solutions owing to data security and privacy breaches; Regulatory standards and industry-specific rules can hinder the adoption of cloud ITSM solutions in sectors needing strict data protection), opportunities (Potential for Cloud ITSM providers to (further) integrate their solutions with other cloud-based services; Leveraging AI and automation technologies within Cloud ITSM opens avenues for innovation and growth; Rapid adoption of Cloud ITSM solutions across sectors by delivering industry-specific tailored Cloud ITSM solutions based on demand), and challenges (Data security and privacy breach concerns; Challenges due to downtime and service interruptions) influencing the proliferation of the Cloud ITSM market.
• Product Development/Innovation: Detailed insights on upcoming technologies, research & development (R&D) activities, and new product & service launches in the Cloud ITSM market.
• Market Development: Comprehensive information about lucrative markets – the report analyses the Cloud ITSM market across varied regions.
• Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in the Cloud ITSM market.
• Competitive Assessment: In-depth assessment of market shares, growth strategies, and service offerings of leading players such as ServiceNow, BMC Software, Broadcom, and ManageEngine in the Cloud ITSM market.
Table of Contents
1 INTRODUCTION 32
1.1 STUDY OBJECTIVES 32
1.2 MARKET DEFINITION 32
1.2.1 INCLUSIONS AND EXCLUSIONS 33
1.3 MARKET SCOPE 33
1.3.1 MARKET SEGMENTATION 34
FIGURE 1 CLOUD ITSM MARKET SEGMENTATION 34
1.3.2 REGIONS COVERED 34
FIGURE 2 CLOUD ITSM MARKET: REGIONAL SEGMENTATION 34
1.3.3 YEARS CONSIDERED 35
FIGURE 3 STUDY PERIOD CONSIDERED 35
1.4 CURRENCY CONSIDERED 35
TABLE 1 USD EXCHANGE RATES, 2018–2023 36
1.5 STAKEHOLDERS 36
1.6 SUMMARY OF CHANGES 36
1.6.1 RECESSION IMPACT 37
2 RESEARCH METHODOLOGY 38
2.1 RESEARCH APPROACH 38
FIGURE 4 CLOUD ITSM MARKET: RESEARCH DESIGN 39
2.1.1 SECONDARY DATA 40
2.1.2 PRIMARY DATA 40
2.1.2.1 Breakup of primary profiles 41
FIGURE 5 BREAKUP OF PRIMARY INTERVIEWS, BY COMPANY TYPE, DESIGNATION, AND REGION 41
2.1.2.2 Key industry insights 41
FIGURE 6 INSIGHTS FROM INDUSTRY EXPERTS 41
2.2 DATA TRIANGULATION 42
FIGURE 7 DATA TRIANGULATION 42
2.3 MARKET SIZE ESTIMATION 43
FIGURE 8 CLOUD ITSM MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 43
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY: SUPPLY-SIDE ANALYSIS 45
FIGURE 10 BOTTOM-UP APPROACH (SUPPLY SIDE): COLLECTIVE REVENUE OF ITSM VENDORS 45
FIGURE 11 SUPPLY SIDE: ILLUSTRATION OF VENDOR REVENUE ESTIMATION 46
FIGURE 12 DEMAND SIDE: REVENUE GENERATED VERTICALS 46
FIGURE 13 APPROACH 2 (DEMAND SIDE): ITSM MARKET 47
2.4 MARKET FORECAST 47
TABLE 2 FACTOR ANALYSIS 47
2.5 RESEARCH ASSUMPTIONS 48
2.6 IMPACT OF RECESSION ON GLOBAL CLOUD ITSM MARKET 50
TABLE 3 RECESSION IMPACT 50
2.7 STUDY LIMITATIONS 51
3 EXECUTIVE SUMMARY 52
FIGURE 14 CLOUD ITSM MARKET SNAPSHOT, 2021–2029 (USD BILLION) 53
FIGURE 15 TOP MARKET SEGMENTS IN TERMS OF GROWTH RATE 54
FIGURE 16 NORTH AMERICA TO ACCOUNT FOR LARGEST SHARE DURING FORECAST PERIOD 55
4 PREMIUM INSIGHTS 56
4.1 ATTRACTIVE GROWTH OPPORTUNITIES FOR PLAYERS IN CLOUD ITSM MARKET 56
FIGURE 17 RISE IN DEMAND FOR CONTENT MANAGEMENT ACROSS VERTICALS AND INCREASING DIGITIZATION TO DRIVE CLOUD ITSM MARKET GROWTH 56
4.2 CLOUD ITSM MARKET, BY OFFERING 56
FIGURE 18 CLOUD ITSM SOLUTIONS TO ACCOUNT FOR LARGEST SHARE IN 2024 56
4.3 CLOUD ITSM MARKET, BY SOLUTION 57
FIGURE 19 OPERATIONS & PERFORMANCE MANAGEMENT TO ACCOUNT FOR LARGEST SHARE IN 2024 57
4.4 CLOUD ITSM MARKET, BY SERVICE 57
FIGURE 20 PROFESSIONAL SERVICES TO ACCOUNT FOR LARGER SHARE IN 2024 AND 2029 57
4.5 CLOUD ITSM MARKET, BY DEPLOYMENT MODE 58
FIGURE 21 DEPLOYMENT & INTEGRATION TO ACCOUNT FOR LARGEST SHARE IN 2024 58
4.6 CLOUD ITSM MARKET, BY BUSINESS FUNCTION 58
FIGURE 22 HUMAN RESOURCES TO ACCOUNT FOR LARGEST SHARE IN 2024 58
4.7 CLOUD ITSM MARKET, BY ORGANIZATION SIZE 59
FIGURE 23 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR LARGEST SHARE IN 2024 59
4.8 CLOUD ITSM MARKET, BY VERTICAL 59
FIGURE 24 BFSI TO ACCOUNT TO BE LARGEST VERTICAL IN 2024 AND 2029 59
4.9 CLOUD ITSM MARKET, BY REGION 60
FIGURE 25 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENTS IN NEXT FIVE YEARS 60
5 MARKET OVERVIEW AND INDUSTRY TRENDS 61
5.1 INTRODUCTION 61
5.2 MARKET DYNAMICS 61
FIGURE 26 CLOUD ITSM MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 61
5.2.1 DRIVERS 62
5.2.1.1 Scalability of IT services based on demand, ensuring resources are efficiently allocated 62
5.2.1.2 Reduced need for on-premise infrastructure leading to lower capital and operational costs 62
FIGURE 27 FACTORS CONSIDERED BY ENTERPRISES WHILE SELECTING CLOUD IT SERVICE MANAGEMENT/ENTERPRISE SERVICE MANAGEMENT SOLUTION, 2021 62
5.2.1.3 Access to IT services providing greater flexibility for remote workforce 63
5.2.1.4 Agility to quickly adapt to changing business requirements and technological advancements 63
FIGURE 28 DEPARTMENTS IN ORGANIZATIONS USING SERVICE DESK SOFTWARE/MODEL TO MANAGE WORKFLOWS, 2021 63
5.2.2 RESTRAINTS 64
5.2.2.1 Regulatory standards and industry-specific rules in sectors needing strict data protection 64
5.2.3 OPPORTUNITIES 64
5.2.3.1 Potential to further integrate their solutions with other cloud-based services 64
5.2.3.2 Leveraging AI and automation technologies to open avenues for innovation and growth 64
5.2.3.3 Rapid adoption across sectors by delivering industry-specific tailored solutions based on demand 65
5.2.4 CHALLENGES 65
5.2.4.1 Data security and privacy breach concerns 65
5.2.4.2 Challenges due to downtime and service interruptions 65
5.3 CASE STUDY ANALYSIS 66
5.3.1 ALGAR TECH IMPROVED ITS IT SERVICE MANAGEMENT USING BROADCOM SOLUTIONS 66
5.3.2 GRUPO MOURA USED BMC HELIX TO DRIVE OPTIMAL USER EXPERIENCES 67
5.3.3 DEUTSCHE TELEKOM MET DEMAND FOR IT EFFICIENCY WITH SERVICENOW ITSM 68
5.3.4 OPENTEXT’S SMAX SAAS CREATED ROBUST & SCALABLE ITSM SOLUTION, IMPROVING USER EFFICIENCY FOR ZURICH AIRPORT 68
5.3.5 FRESHWORKS’S STREAMLINED, CLOUD-BASED SUPPORT PLATFORM TRANSFORMED USERS’ RELATIONSHIP TO IT FOR ELSEVIER 69
5.4 ECOSYSTEM ANALYSIS 70
FIGURE 29 CLOUD ITSM MARKET: ECOSYSTEM ANALYSIS 70
5.5 SUPPLY CHAIN ANALYSIS 71
FIGURE 30 SUPPLY CHAIN ANALYSIS 72
5.6 TECHNOLOGY ANALYSIS 72
5.6.1 KEY TECHNOLOGIES 72
5.6.1.1 Self-service portals 72
5.6.1.2 Microservices 73
5.6.1.3 API integrations 73
5.6.2 COMPLEMENTARY TECHNOLOGIES 73
5.6.2.1 ChatOps 73
5.6.2.2 Artificial Intelligence 73
5.6.2.3 Machine Language 74
5.6.3 ADJACENT TECHNOLOGIES 74
5.6.3.1 Augmented reality (AR) & virtual reality (VR) 74
5.6.3.2 5G technology 74
5.7 PRICING ANALYSIS 75
5.7.1 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS 76
TABLE 4 INDICATIVE PRICING ANALYSIS OF ITSM SOLUTIONS OFFERED BY KEY PLAYERS 76
5.7.2 AVERAGE SELLING PRICE TREND 76
5.8 BUSINESS MODELS 77
5.8.1 PRICING MODELS 77
5.8.1.1 Subscription-based model 77
5.8.1.2 Freemium model 77
5.8.1.3 Pay-per-use model 78
5.8.1.4 Value-based pricing 78
5.8.2 CONSULTING & IMPLEMENTATION SERVICES 78
5.8.3 PARTNERSHIPS & ECOSYSTEMS 78
5.8.4 CUSTOMER RETENTION & UPSELLING 79
5.9 INVESTMENT LANDSCAPE AND FUNDING SCENARIO 79
FIGURE 31 LEADING MAJOR CLOUD ITSM MARKET VENDORS, BY NUMBER OF INVESTORS AND FUNDING ROUNDS, 2023 79
5.10 PATENT ANALYSIS 80
FIGURE 32 NUMBER OF PATENTS PUBLISHED, 2012–2023 80
FIGURE 33 TOP FIVE (GLOBAL) PATENT OWNERS, 2023 80
TABLE 5 TOP TEN PATENT OWNERS, 2023 81
TABLE 6 PATENTS GRANTED TO VENDORS IN ITSM MARKET 81
5.11 PORTER’S FIVE FORCES ANALYSIS 84
FIGURE 34 PORTER’S FIVE FORCES ANALYSIS 84
TABLE 7 IMPACT OF PORTER’S FIVE FORCES ON CLOUD ITSM MARKET 84
5.11.1 THREAT OF NEW ENTRANTS 85
5.11.2 THREAT OF SUBSTITUTES 85
5.11.3 BARGAINING POWER OF SUPPLIERS 85
5.11.4 BARGAINING POWER OF BUYERS 85
5.11.5 INTENSITY OF COMPETITIVE RIVALRY 85
5.12 REGULATORY IMPLICATIONS AND INDUSTRY STANDARDS 86
5.12.1 INDUSTRY STANDARDS 86
5.12.1.1 ISO/IEC 20000 86
5.12.1.2 ISO/IEC 27001 86
5.12.1.3 NIST SP 800-53 86
5.12.1.4 COBIT 86
5.12.1.5 GDPR 86
5.12.1.6 SOC 87
5.12.1.7 FedRAMP 87
5.12.2 REGULATORY LANDSCAPE 87
TABLE 8 NORTH AMERICA: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 87
TABLE 9 EUROPE: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 88
TABLE 10 ASIA PACIFIC: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 89
TABLE 11 ROW: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 90
5.13 KEY CONFERENCES & EVENTS 92
TABLE 12 CLOUD ITSM: KEY CONFERENCES & EVENTS, 2024–2025 92
5.14 TRENDS AND DISRUPTIONS IMPACTING CUSTOMERS’ BUSINESSES 93
FIGURE 35 REVENUE SHIFT AND NEW REVENUE POCKETS FOR PLAYERS IN CLOUD ITSM MARKET 93
5.15 KEY STAKEHOLDERS AND BUYING CRITERIA 94
5.15.1 KEY STAKEHOLDERS IN BUYING PROCESS 94
FIGURE 36 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS 94
TABLE 13 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP VERTICALS 94
5.15.2 BUYING CRITERIA 95
FIGURE 37 KEY BUYING CRITERIA FOR TOP VERTICALS 95
TABLE 14 KEY BUYING CRITERIA FOR TOP VERTICALS 95
5.16 ITSM FRAMEWORKS 96
5.16.1 INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL) 96
5.16.2 DEVOPS 96
5.16.3 AGILE 96
5.16.4 LEAN IT 96
5.16.5 SCALED AGILE FRAMEWORK (SAFE) 96
5.16.6 SERVICE INTEGRATION AND MANAGEMENT (SIAM) 96
6 CLOUD ITSM MARKET, BY OFFERING 97
6.1 INTRODUCTION 98
6.1.1 ITSM PROCESSES 98
6.1.1.1 Service strategy 98
6.1.1.2 Service design 98
6.1.1.3 Service transition 99
6.1.1.4 Service operation 99
6.1.1.5 Continual Service Improvement (CSI) 100
FIGURE 38 CLOUD ITSM SOLUTIONS TO ACCOUNT FOR LARGER MARKET IN 2024 100
6.1.2 OFFERING: CLOUD ITSM MARKET DRIVERS 100
TABLE 15 CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 101
TABLE 16 CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 101
6.2 SOLUTIONS 101
6.2.1 CLOUD ITSM SOLUTIONS AID IN COST REDUCTION, TIME-SAVING, AND PROCESS AGILITY 101
FIGURE 39 OPERATIONS & PERFORMANCE MANAGEMENT TO ACCOUNT FOR LARGEST MARKET IN 2024 102
TABLE 17 CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION) 102
TABLE 18 CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION) 102
TABLE 19 CLOUD ITSM SOLUTIONS MARKET, BY REGION, 2019–2023 (USD MILLION) 103
TABLE 20 CLOUD ITSM SOLUTIONS MARKET, BY REGION, 2024–2029 (USD MILLION) 103
6.2.2 SERVICE PORTFOLIO MANAGEMENT 103
TABLE 21 SERVICE PORTFOLIO MANAGEMENT MARKET, BY REGION, 2019–2023 (USD MILLION) 104
TABLE 22 SERVICE PORTFOLIO MANAGEMENT MARKET, BY REGION, 2024–2029 (USD MILLION) 104
6.2.2.1 Service catalog management 104
6.2.2.2 Service pipeline management 104
6.2.2.3 Demand management 105
6.2.2.4 Service level management 105
6.2.2.5 Other service portfolio management solutions 105
6.2.3 CONFIGURATION & CHANGE MANAGEMENT 105
TABLE 23 CONFIGURATION & CHANGE MANAGEMENT MARKET, BY REGION, 2019–2023 (USD MILLION) 106
TABLE 24 CONFIGURATION & CHANGE MANAGEMENT MARKET, BY REGION, 2024–2029 (USD MILLION) 106
6.2.3.1 Configuration management database 106
6.2.3.2 Change control 107
6.2.3.3 Version control 107
6.2.3.4 Asset management 107
6.2.3.5 Other configuration & change management solutions 107
6.2.4 SERVICE DESK SOFTWARE 108
TABLE 25 SERVICE DESK SOFTWARE MARKET, BY REGION, 2019–2023 (USD MILLION) 108
TABLE 26 SERVICE DESK SOFTWARE MARKET, BY REGION, 2024–2029 (USD MILLION) 108
6.2.4.1 Incident management 108
6.2.4.2 Problem management 109
6.2.4.3 Service request management 109
6.2.4.4 Knowledge base 109
6.2.4.5 Other service desk software solutions 109
6.2.5 OPERATIONS & PERFORMANCE MANAGEMENT 110
TABLE 27 OPERATIONS & PERFORMANCE MANAGEMENT MARKET, BY REGION, 2019–2023 (USD MILLION) 110
TABLE 28 OPERATIONS & PERFORMANCE MANAGEMENT MARKET, BY REGION, 2024–2029 (USD MILLION) 110
6.2.5.1 Performance monitoring 111
6.2.5.2 Capacity management 111
6.2.5.3 Event management 111
6.2.5.4 IT operations automation 111
6.2.5.5 Other operations & performance management solutions 111
6.2.6 DASHBOARD, REPORTING, AND ANALYTICS 112
TABLE 29 DASHBOARD, REPORTING, AND ANALYTICS SOLUTIONS MARKET, BY REGION, 2019–2023 (USD MILLION) 112
TABLE 30 DASHBOARD, REPORTING, AND ANALYTICS SOLUTIONS MARKET, BY REGION, 2024–2029 (USD MILLION) 112
6.2.6.1 Dashboard creation 113
6.2.6.2 Reporting tools 113
6.2.6.3 Analytics 113
6.2.6.4 SLA reporting 113
6.2.6.5 Other dashboard, reporting, and analytics solutions 113
6.3 SERVICES 114
6.3.1 MANAGED AND PROFESSIONAL SERVICES HELP LEVERAGE ITSM ADOPTION AMONG ENTERPRISES 114
FIGURE 40 PROFESSIONAL CLOUD ITSM SERVICES TO LEAD MARKET IN 2024 114
TABLE 31 CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION) 114
TABLE 32 CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION) 115
TABLE 33 CLOUD ITSM SERVICES MARKET, BY REGION, 2019–2023 (USD MILLION) 115
TABLE 34 CLOUD ITSM SERVICES MARKET, BY REGION, 2024–2029 (USD MILLION) 115
6.3.2 MANAGED SERVICES 115
TABLE 35 CLOUD ITSM MANAGED SERVICES MARKET, BY REGION, 2019–2023 (USD MILLION) 116
TABLE 36 CLOUD ITSM MANAGED SERVICES MARKET, BY REGION, 2024–2029 (USD MILLION) 116
6.3.3 PROFESSIONAL SERVICES 116
TABLE 37 CLOUD ITSM PROFESSIONAL SERVICES MARKET, BY REGION, 2019–2023 (USD MILLION) 117
TABLE 38 CLOUD ITSM PROFESSIONAL SERVICES MARKET, BY REGION, 2024–2029 (USD MILLION) 117
6.3.3.1 Consulting 117
6.3.3.2 Integration & implementation 117
6.3.3.3 Training, support, and maintenance 118
7 CLOUD ITSM MARKET, BY ORGANIZATION SIZE 119
7.1 INTRODUCTION 120
FIGURE 41 LARGE ENTERPRISES TO ACCOUNT FOR LARGER MARKET IN 2024 120
7.1.1 ORGANIZATION SIZE: CLOUD ITSM MARKET DRIVERS 120
TABLE 39 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 121
TABLE 40 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 121
7.2 LARGE ENTERPRISES 121
7.2.1 NEED FOR MANAGEMENT AND OPERATIONAL IMPROVEMENT TO LEAD TO LARGE-SCALE ADOPTION OF ITSM SERVICES 121
TABLE 41 CLOUD ITSM MARKET FOR LARGE ENTERPRISES, BY REGION, 2019–2023 (USD MILLION) 122
TABLE 42 CLOUD ITSM MARKET FOR LARGE ENTERPRISES, BY REGION, 2024–2029 (USD MILLION) 122
7.3 SMES 122
7.3.1 SMES GAIN COMPETITIVE ADVANTAGE WITH CLOUD ITSM ADOPTION, PRACTICE, AND IMPLEMENTATION 122
TABLE 43 CLOUD ITSM MARKET FOR SMES, BY REGION, 2019–2023 (USD MILLION) 123
TABLE 44 CLOUD ITSM MARKET FOR SMES, BY REGION, 2024–2029 (USD MILLION) 123
8 CLOUD ITSM MARKET, BY DEPLOYMENT MODE 124
8.1 INTRODUCTION 125
FIGURE 42 PUBLIC CLOUD DEPLOYMENT TO ACCOUNT FOR LARGER MARKET IN 2024 125
8.1.1 DEPLOYMENT MODE: CLOUD ITSM MARKET DRIVERS 125
TABLE 45 CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 126
TABLE 46 CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 126
8.2 PUBLIC CLOUD 126
8.2.1 SCALABLE AND COST-EFFECTIVE IT SERVICE MANAGEMENT WITH RAPID DEPLOYMENT AND ACCESSIBILITY FROM ANYWHERE 126
TABLE 47 PUBLIC CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION) 127
TABLE 48 PUBLIC CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION) 127
8.3 PRIVATE CLOUD 127
8.3.1 ENHANCED SECURITY, COMPLIANCE, AND CUSTOMIZATION OPTIONS TAILORED TO SPECIFIC ORGANIZATIONAL NEEDS AND REGULATORY REQUIREMENTS 127
TABLE 49 PRIVATE CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION) 128
TABLE 50 PRIVATE CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION) 128
8.4 HYBRID CLOUD 128
8.4.1 FLEXIBILITY OF CLOUD SCALABILITY WITH SECURITY AND CUSTOMIZATION FOR OPTIMIZED SOLUTIONS ACROSS DIVERSE WORKLOADS AND ENVIRONMENTS 128
TABLE 51 HYBRID CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION) 129
TABLE 52 HYBRID CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION) 129
9 CLOUD ITSM MARKET, BY VERTICAL 130
9.1 INTRODUCTION 131
FIGURE 43 IT & ITES VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 131
9.1.1 VERTICAL: CLOUD ITSM MARKET DRIVERS 131
TABLE 53 CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 132
TABLE 54 CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 133
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI) 133
TABLE 55 BFSI: CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION) 134
TABLE 56 BFSI: CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION) 134
9.2.1 BFSI: APPLICATION AREAS 134
9.2.1.1 Transaction processing 134
9.2.1.2 Security management 134
9.2.1.3 Compliance management 135
9.2.1.4 Other BFSI applications 135
9.3 TELECOMMUNICATIONS 135
TABLE 57 CLOUD ITSM MARKET IN TELECOMMUNICATIONS, BY REGION, 2019–2023 (USD MILLION) 135
TABLE 58 CLOUD ITSM MARKET IN TELECOMMUNICATIONS, BY REGION, 2024–2029 (USD MILLION) 136
9.3.1 TELECOMMUNICATIONS: APPLICATION AREAS 136
9.3.1.1 Network management 136
9.3.1.2 Service provisioning 136
9.3.1.3 Incident management 136
9.3.1.4 Other telecommunication applications 136
9.4 IT & ITES 137
TABLE 59 CLOUD ITSM MARKET IN IT & ITES, BY REGION, 2019–2023 (USD MILLION) 137
TABLE 60 CLOUD ITSM MARKET IN IT & ITES, BY REGION, 2024–2029 (USD MILLION) 137
9.4.1 IT & ITES: APPLICATION AREAS 138
9.4.1.1 Service desk support 138
9.4.1.2 Change management 138
9.4.1.3 Application development & maintenance 138
9.4.1.4 Other IT & ITeS applications 138
9.5 GOVERNMENT & PUBLIC SECTOR 138
TABLE 61 CLOUD ITSM MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2019–2023 (USD MILLION) 139
TABLE 62 CLOUD ITSM MARKET IN GOVERNMENT & PUBLIC SECTOR, BY REGION, 2024–2029 (USD MILLION) 139
9.5.1 GOVERNMENT & PUBLIC SECTOR: APPLICATION AREAS 139
9.5.1.1 eGovernment services 139
9.5.1.2 IT infrastructure management 139
9.5.1.3 Security & compliance 140
9.5.1.4 Other government & public sector applications 140
9.6 RETAIL & CONSUMER GOODS 140
TABLE 63 CLOUD ITSM MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2019–2023 (USD MILLION) 141
TABLE 64 CLOUD ITSM MARKET IN RETAIL & CONSUMER GOODS, BY REGION, 2024–2029 (USD MILLION) 141
9.6.1 RETAIL & CONSUMER GOODS: APPLICATION AREAS 141
9.6.1.1 eCommerce platform management 141
9.6.1.2 Inventory management systems 141
9.6.1.3 Customer support 142
9.6.1.4 Other retail & consumer goods applications 142
9.7 MANUFACTURING 142
TABLE 65 CLOUD ITSM MARKET IN MANUFACTURING, BY REGION, 2019–2023 (USD MILLION) 142
TABLE 66 CLOUD ITSM MARKET IN MANUFACTURING, BY REGION, 2024–2029 (USD MILLION) 143
9.7.1 MANUFACTURING: APPLICATION AREAS 143
9.7.1.1 Manufacturing Execution Systems (MESs) 143
9.7.1.2 Supply chain management 143
9.7.1.3 Quality control systems 143
9.7.1.4 Other manufacturing applications 143
9.8 ENERGY & UTILITIES 144
TABLE 67 CLOUD ITSM MARKET IN ENERGY & UTILITIES, BY REGION, 2019–2023 (USD MILLION) 144
TABLE 68 CLOUD ITSM MARKET IN ENERGY & UTILITIES, BY REGION, 2024–2029 (USD MILLION) 144
9.8.1 ENERGY & UTILITIES: APPLICATION AREAS 145
9.8.1.1 Smart grid management 145
9.8.1.2 SCADA systems 145
9.8.1.3 Asset management 145
9.8.1.4 Other energy & utilities applications 145
9.9 MEDIA & ENTERTAINMENT 146
TABLE 69 CLOUD ITSM MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2019–2023 (USD MILLION) 146
TABLE 70 CLOUD ITSM MARKET IN MEDIA & ENTERTAINMENT, BY REGION, 2024–2029 (USD MILLION) 146
9.9.1 MEDIA & ENTERTAINMENT: APPLICATION AREAS 147
9.9.1.1 Content Management Systems (CMSs) 147
9.9.1.2 Digital Rights Management (DRM) 147
9.9.1.3 Broadcasting systems 147
9.9.1.4 Other media & entertainment applications 147
9.10 HEALTHCARE & LIFE SCIENCES 148
TABLE 71 CLOUD ITSM MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2019–2023 (USD MILLION) 148
TABLE 72 CLOUD ITSM MARKET IN HEALTHCARE & LIFE SCIENCES, BY REGION, 2024–2029 (USD MILLION) 148
9.10.1 HEALTHCARE: APPLICATION AREAS 149
9.10.1.1 Electronic Health Records (EHRs) 149
9.10.1.2 Healthcare ITSM Integration 149
9.10.1.3 Patient care applications 149
9.10.1.4 Other healthcare & life sciences applications 149
9.11 EDUCATION 150
TABLE 73 CLOUD ITSM MARKET IN EDUCATION, BY REGION, 2019–2023 (USD MILLION) 150
TABLE 74 CLOUD ITSM MARKET IN EDUCATION, BY REGION, 2024–2029 (USD MILLION) 150
9.11.1 EDUCATION: APPLICATION AREAS 150
9.11.1.1 Learning Management System (LMS) 150
9.11.1.2 Student Information System (SIS) 151
9.11.1.3 Campus IT infrastructure 151
9.11.1.4 Other education applications 151
9.12 OTHER VERTICALS 151
TABLE 75 CLOUD ITSM MARKET IN OTHER VERTICALS, BY REGION, 2019–2023 (USD MILLION) 152
TABLE 76 CLOUD ITSM MARKET IN OTHER VERTICALS, BY REGION, 2024–2029 (USD MILLION) 152
10 ITSM MARKET, BY REGION 153
10.1 INTRODUCTION 154
FIGURE 44 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 154
TABLE 77 CLOUD ITSM MARKET, BY REGION, 2019–2023 (USD MILLION) 155
TABLE 78 CLOUD ITSM MARKET, BY REGION, 2024–2029 (USD MILLION) 155
10.2 NORTH AMERICA 155
10.2.1 NORTH AMERICA: CLOUD ITSM MARKET DRIVERS 156
10.2.2 NORTH AMERICA: RECESSION IMPACT 156
FIGURE 45 NORTH AMERICA: MARKET SNAPSHOT 158
TABLE 79 NORTH AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 158
TABLE 80 NORTH AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 159
TABLE 81 NORTH AMERICA: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION) 159
TABLE 82 NORTH AMERICA: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION) 159
TABLE 83 NORTH AMERICA: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION) 159
TABLE 84 NORTH AMERICA: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION) 160
TABLE 85 NORTH AMERICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 160
TABLE 86 NORTH AMERICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 160
TABLE 87 NORTH AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 160
TABLE 88 NORTH AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 161
TABLE 89 NORTH AMERICA: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 161
TABLE 90 NORTH AMERICA: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 162
TABLE 91 NORTH AMERICA: CLOUD ITSM MARKET, BY COUNTRY, 2019–2023 (USD MILLION) 162
TABLE 92 NORTH AMERICA: CLOUD ITSM MARKET, BY COUNTRY, 2024–2029 (USD MILLION) 162
10.2.3 US 163
10.2.3.1 FedRAMP initiative for regulating cloud services 163
TABLE 93 US: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 163
TABLE 94 US: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 163
TABLE 95 US: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 163
TABLE 96 US: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 164
10.2.4 CANADA 164
10.2.4.1 Big data integration and government digital services thrive in Canada 164
TABLE 97 CANADA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 164
TABLE 98 CANADA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 164
TABLE 99 CANADA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 165
TABLE 100 CANADA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 165
10.3 EUROPE 165
10.3.1 EUROPE: CLOUD ITSM MARKET DRIVERS 165
10.3.2 EUROPE: RECESSION IMPACT 166
TABLE 101 EUROPE: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 166
TABLE 102 EUROPE: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 167
TABLE 103 EUROPE: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION) 167
TABLE 104 EUROPE: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION) 167
TABLE 105 EUROPE: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION) 167
TABLE 106 EUROPE: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION) 168
TABLE 107 EUROPE: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 168
TABLE 108 EUROPE: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 168
TABLE 109 EUROPE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 168
TABLE 110 EUROPE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 169
TABLE 111 EUROPE: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 169
TABLE 112 EUROPE: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 170
TABLE 113 EUROPE: CLOUD ITSM MARKET, BY COUNTRY, 2019–2023 (USD MILLION) 170
TABLE 114 EUROPE: CLOUD ITSM MARKET, BY COUNTRY, 2024–2029 (USD MILLION) 170
10.3.3 UK 171
10.3.3.1 Initiatives by UK government and European Parliament targeting substantial enhancements to servers and data storage products 171
TABLE 115 UK: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 171
TABLE 116 UK: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 171
TABLE 117 UK: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 172
TABLE 118 UK: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 172
10.3.4 GERMANY 172
10.3.4.1 Evolution of Industry 4.0, significant investments in industrial technology, and rise of smart urban centers 172
TABLE 119 GERMANY: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 173
TABLE 120 GERMANY: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 173
TABLE 121 GERMANY: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 173
TABLE 122 GERMANY: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 173
10.3.5 FRANCE 174
10.3.5.1 Digital France Plan for 2025 for companies to grow 174
TABLE 123 FRANCE: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 174
TABLE 124 FRANCE: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 174
TABLE 125 FRANCE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 175
TABLE 126 FRANCE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 175
10.3.6 ITALY 175
10.3.6.1 Smart city initiatives and 5G deployment for edge computing solutions in Italy 175
TABLE 127 ITALY: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 176
TABLE 128 ITALY: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 176
TABLE 129 ITALY: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 176
TABLE 130 ITALY: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 176
10.3.7 REST OF EUROPE 177
TABLE 131 REST OF EUROPE: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 177
TABLE 132 REST OF EUROPE: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 177
TABLE 133 REST OF EUROPE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 177
TABLE 134 REST OF EUROPE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 178
10.4 ASIA PACIFIC 178
10.4.1 ASIA PACIFIC: CLOUD ITSM MARKET DRIVERS 178
10.4.2 ASIA PACIFIC: RECESSION IMPACT 179
FIGURE 46 ASIA PACIFIC: MARKET SNAPSHOT 180
TABLE 135 ASIA PACIFIC: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 181
TABLE 136 ASIA PACIFIC: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 181
TABLE 137 ASIA PACIFIC: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION) 181
TABLE 138 ASIA PACIFIC: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION) 181
TABLE 139 ASIA PACIFIC: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION) 182
TABLE 140 ASIA PACIFIC: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION) 182
TABLE 141 ASIA PACIFIC: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 182
TABLE 142 ASIA PACIFIC: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 182
TABLE 143 ASIA PACIFIC: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 183
TABLE 144 ASIA PACIFIC: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 183
TABLE 145 ASIA PACIFIC: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 183
TABLE 146 ASIA PACIFIC: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 184
TABLE 147 ASIA PACIFIC: CLOUD ITSM MARKET, BY COUNTRY, 2019–2023 (USD MILLION) 184
TABLE 148 ASIA PACIFIC: CLOUD ITSM MARKET, BY COUNTRY, 2024–2029 (USD MILLION) 184
10.4.3 CHINA 185
10.4.3.1 Free trade ecosystem and ‘Belt and Road’ initiatives to increase need for cloud ITSM infrastructure 185
TABLE 149 CHINA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 185
TABLE 150 CHINA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 185
TABLE 151 CHINA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 185
TABLE 152 CHINA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 186
10.4.4 JAPAN 186
10.4.4.1 Automation push to propel demand for cloud ITSM solutions within automation and industrial robotics 186
TABLE 153 JAPAN: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 186
TABLE 154 JAPAN: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 186
TABLE 155 JAPAN: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 187
TABLE 156 JAPAN: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 187
10.4.5 AUSTRALIA & NEW ZEALAND 187
10.4.5.1 Demand for data processing and information interaction with high internet usage 187
TABLE 157 AUSTRALIA & NEW ZEALAND: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 187
TABLE 158 AUSTRALIA & NEW ZEALAND: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 188
TABLE 159 AUSTRALIA & NEW ZEALAND: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 188
TABLE 160 AUSTRALIA & NEW ZEALAND: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 188
10.4.6 REST OF ASIA PACIFIC 188
TABLE 161 REST OF ASIA PACIFIC: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 189
TABLE 162 REST OF ASIA PACIFIC: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 189
TABLE 163 REST OF ASIA PACIFIC: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 189
TABLE 164 REST OF ASIA PACIFIC: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 189
10.5 MIDDLE EAST & AFRICA 190
10.5.1 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET DRIVERS 190
10.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT 191
TABLE 165 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 192
TABLE 166 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 192
TABLE 167 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION) 192
TABLE 168 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION) 193
TABLE 169 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION) 193
TABLE 170 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION) 193
TABLE 171 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 193
TABLE 172 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 194
TABLE 173 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 194
TABLE 174 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 194
TABLE 175 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 195
TABLE 176 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 195
TABLE 177 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY COUNTRY/REGION, 2019–2023 (USD MILLION) 196
TABLE 178 MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY COUNTRY/REGION, 2024–2029 (USD MILLION) 196
10.5.3 GCC COUNTRIES (GULF COOPERATION COUNCIL) 196
10.5.3.1 Saudi Arabia 196
10.5.3.1.1 Saudi Vision 2030 for cloud, ITSM, big data, analytics, and AI/ML 196
TABLE 179 SAUDI ARABIA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 197
TABLE 180 SAUDI ARABIA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 197
TABLE 181 SAUDI ARABIA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 197
TABLE 182 SAUDI ARABIA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 197
10.5.3.2 UAE 198
10.5.3.2.1 High mobile device penetration supported by government initiatives 198
TABLE 183 UAE: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 198
TABLE 184 UAE: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 198
TABLE 185 UAE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 198
TABLE 186 UAE: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 199
10.5.3.3 Rest of GCC Countries 199
TABLE 187 REST OF GCC COUNTRIES: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 199
TABLE 188 REST OF GCC COUNTRIES: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 199
TABLE 189 REST OF GCC COUNTRIES: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 200
TABLE 190 REST OF GCC COUNTRIES: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 200
10.5.4 SOUTH AFRICA 200
10.5.4.1 High usage of mobile technologies and colocation facilities in South Africa 200
TABLE 191 SOUTH AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 201
TABLE 192 SOUTH AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 201
TABLE 193 SOUTH AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 201
TABLE 194 SOUTH AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 201
10.5.5 REST OF THE MIDDLE EAST & AFRICA 202
TABLE 195 REST OF MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 202
TABLE 196 REST OF MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 202
TABLE 197 REST OF MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 203
TABLE 198 REST OF MIDDLE EAST & AFRICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 203
10.6 LATIN AMERICA 203
10.6.1 LATIN AMERICA: CLOUD ITSM MARKET DRIVERS 203
10.6.2 LATIN AMERICA: RECESSION IMPACT 204
TABLE 199 LATIN AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 205
TABLE 200 LATIN AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 205
TABLE 201 LATIN AMERICA: CLOUD ITSM MARKET, BY SOLUTION, 2019–2023 (USD MILLION) 205
TABLE 202 LATIN AMERICA: CLOUD ITSM MARKET, BY SOLUTION, 2024–2029 (USD MILLION) 205
TABLE 203 LATIN AMERICA: CLOUD ITSM MARKET, BY SERVICE, 2019–2023 (USD MILLION) 206
TABLE 204 LATIN AMERICA: CLOUD ITSM MARKET, BY SERVICE, 2024–2029 (USD MILLION) 206
TABLE 205 LATIN AMERICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 206
TABLE 206 LATIN AMERICA: CLOUD ITSM MARKET, BY DEPLOYMENT MODE, 2024–2029 (USD MILLION) 206
TABLE 207 LATIN AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 207
TABLE 208 LATIN AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 207
TABLE 209 LATIN AMERICA: CLOUD ITSM MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 207
TABLE 210 LATIN AMERICA: CLOUD ITSM MARKET, BY VERTICAL, 2024–2029 (USD MILLION) 208
TABLE 211 LATIN AMERICA: CLOUD ITSM MARKET, BY COUNTRY, 2019–2023 (USD MILLION) 208
TABLE 212 LATIN AMERICA: CLOUD ITSM MARKET, BY COUNTRY, 2024–2029 (USD MILLION) 208
10.6.3 BRAZIL 209
10.6.3.1 5G deployment to attract more cloud players to Brazil 209
TABLE 213 BRAZIL: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 209
TABLE 214 BRAZIL: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 209
TABLE 215 BRAZIL: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 209
TABLE 216 BRAZIL: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 210
10.6.4 MEXICO 210
10.6.4.1 Increased investments from global giants and opportunities for content delivery providers 210
TABLE 217 MEXICO: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 210
TABLE 218 MEXICO: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 210
TABLE 219 MEXICO: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 211
TABLE 220 MEXICO: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 211
10.6.5 REST OF LATIN AMERICA 211
TABLE 221 REST OF LATIN AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2019–2023 (USD MILLION) 212
TABLE 222 REST OF LATIN AMERICA: CLOUD ITSM MARKET, BY OFFERING, 2024–2029 (USD MILLION) 212
TABLE 223 REST OF LATIN AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2019–2023 (USD MILLION) 212
TABLE 224 REST OF LATIN AMERICA: CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2024–2029 (USD MILLION) 212
11 COMPETITIVE LANDSCAPE 213
11.1 INTRODUCTION 213
11.2 KEY PLAYER STRATEGIES/RIGHT TO WIN 213
TABLE 225 OVERVIEW OF STRATEGIES ADOPTED BY KEY VENDORS 213
11.3 MARKET SHARE ANALYSIS, 2023 216
TABLE 226 MARKET SHARE OF KEY VENDORS, 2023 217
FIGURE 47 CLOUD ITSM MARKET: MARKET SHARE ANALYSIS, 2023 218
11.4 CLOUD ITSM MARKET: VENDOR PRODUCTS/BRANDS COMPARISON 219
FIGURE 48 VENDOR PRODUCTS/BRANDS COMPARISON 219
11.5 REVENUE ANALYSIS 220
FIGURE 49 HISTORICAL REVENUE ANALYSIS, 2019–2023 (USD MILLION) 220
11.6 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023 222
FIGURE 50 COMPANY EVALUATION MATRIX FOR KEY PLAYERS: CRITERIA WEIGHTAGE 222
11.6.1 STARS 223
11.6.2 EMERGING LEADERS 223
11.6.3 PERVASIVE PLAYERS 223
11.6.4 PARTICIPANTS 223
FIGURE 51 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023 224
11.6.5 COMPANY FOOTPRINT: KEY PLAYERS 225
FIGURE 52 CLOUD ITSM MARKET: COMPANY FOOTPRINT, 2023 225
TABLE 227 CLOUD ITSM MARKET: REGIONAL FOOTPRINT, 2023 225
TABLE 228 CLOUD ITSM MARKET: COMPANY OFFERING FOOTPRINT, 2023 226
TABLE 229 CLOUD ITSM MARKET: COMPANY VERTICAL FOOTPRINT, 2023 226
11.7 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023 227
FIGURE 53 COMPANY EVALUATION MATRIX FOR STARTUPS/SMES: CRITERIA WEIGHTAGE 227
11.7.1 PROGRESSIVE COMPANIES 228
11.7.2 RESPONSIVE COMPANIES 228
11.7.3 DYNAMIC COMPANIES 228
11.7.4 STARTING BLOCKS 228
FIGURE 54 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023 229
11.7.5 COMPETITIVE BENCHMARKING: STARTUPS/SMES 230
11.7.5.1 Detailed list of key startups/SMEs 230
TABLE 230 OVERALL COMPANY FOOTPRINT FOR STARTUPS/SMES, 2023 230
TABLE 231 COMPETITIVE BENCHMARKING OF STARTUPS/SMES 230
11.8 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS 231
11.8.1 COMPANY VALUATION 231
FIGURE 55 COMPANY VALUATION OF KEY VENDORS, 2024 (USD BILLION) 231
11.8.2 FINANCIAL METRICS 232
FIGURE 56 EV/EBITDA RATIO OF KEY VENDORS, 2024 232
FIGURE 57 YEAR-TO-DATE (YTD) PRICE TOTAL RETURN AND 5-YEAR STOCK BETA OF KEY VENDORS, 2024 232
11.9 COMPETITIVE SCENARIO AND TRENDS 233
11.9.1 PRODUCT LAUNCHES 233
TABLE 232 CLOUD ITSM MARKET: PRODUCT LAUNCHES, MARCH 2022–MAY 2024 233
11.9.2 DEALS 240
TABLE 233 CLOUD ITSM MARKET: DEALS, JANUARY 2022–MARCH 2024 240
12 COMPANY PROFILES 247
12.1 INTRODUCTION 247
12.2 KEY PLAYERS 247
(Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View)*
12.2.1 SERVICENOW 247
TABLE 234 SERVICENOW: COMPANY OVERVIEW 247
FIGURE 58 SERVICENOW: COMPANY SNAPSHOT 248
TABLE 235 SERVICENOW: PRODUCTS/SOLUTIONS/SERVICES OFFERED 248
TABLE 236 SERVICENOW: PRODUCT ENHANCEMENTS 250
TABLE 237 SERVICENOW: DEALS 251
TABLE 238 SERVICENOW: EXPANSIONS 254
12.2.2 BMC SOFTWARE 256
TABLE 239 BMC SOFTWARE: COMPANY OVERVIEW 256
TABLE 240 BMC SOFTWARE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 256
TABLE 241 BMC SOFTWARE: PRODUCT LAUNCHES & ENHANCEMENTS 258
TABLE 242 BMC SOFTWARE: DEALS 260
12.2.3 BROADCOM 264
TABLE 243 BROADCOM: COMPANY OVERVIEW 264
FIGURE 59 BROADCOM: COMPANY SNAPSHOT 265
TABLE 244 BROADCOM: PRODUCTS/SOLUTIONS/SERVICES OFFERED 265
TABLE 245 BROADCOM: PRODUCT ENHANCEMENTS 266
TABLE 246 BROADCOM: DEALS 268
12.2.4 MANAGEENGINE 269
TABLE 247 MANAGEENGINE: COMPANY OVERVIEW 269
TABLE 248 MANAGEENGINE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 269
TABLE 249 MANAGEENGINE: PRODUCT LAUNCHES & ENHANCEMENTS 270
TABLE 250 MANAGEENGINE: EXPANSIONS 271
12.2.5 IVANTI 273
TABLE 251 IVANTI: COMPANY OVERVIEW 273
TABLE 252 IVANTI: PRODUCTS/SOLUTIONS/SERVICES OFFERED 273
TABLE 253 IVANTI: PRODUCT ENHANCEMENTS 274
TABLE 254 IVANTI: DEALS 275
12.2.6 ZENDESK 277
TABLE 255 ZENDESK: COMPANY OVERVIEW 277
TABLE 256 ZENDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED 277
TABLE 257 ZENDESK: PRODUCT LAUNCHES 278
TABLE 258 ZENDESK: DEALS 278
12.2.7 FRESHWORKS 280
TABLE 259 FRESHWORKS: COMPANY OVERVIEW 280
FIGURE 60 FRESHWORKS: COMPANY SNAPSHOT 281
TABLE 260 FRESHWORKS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 281
TABLE 261 FRESHWORKS: PRODUCT ENHANCEMENTS 283
TABLE 262 FRESHWORKS: DEALS 283
12.2.8 SOLARWINDS 284
TABLE 263 SOLARWINDS: COMPANY OVERVIEW 284
FIGURE 61 SOLARWINDS: COMPANY SNAPSHOT 285
TABLE 264 SOLARWINDS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 285
TABLE 265 SOLARWINDS: PRODUCT LAUNCHES & ENHANCEMENTS 286
TABLE 266 SOLARWINDS: DEALS 288
12.2.9 ATLASSIAN 289
TABLE 267 ATLASSIAN: COMPANY OVERVIEW 289
FIGURE 62 ATLASSIAN: COMPANY SNAPSHOT 290
TABLE 268 ATLASSIAN: PRODUCTS/SOLUTIONS/SERVICES OFFERED 290
TABLE 269 ATLASSIAN: PRODUCT ENHANCEMENTS 291
TABLE 270 ATLASSIAN: DEALS 292
12.2.10 OPENTEXT 293
TABLE 271 OPENTEXT: COMPANY OVERVIEW 293
FIGURE 63 OPENTEXT: COMPANY SNAPSHOT 294
TABLE 272 OPENTEXT: PRODUCTS/SOLUTIONS/SERVICES OFFERED 295
TABLE 273 OPENTEXT: PRODUCT ENHANCEMENTS 296
TABLE 274 OPENTEXT: DEALS 296
*Details on Business Overview, Products/Solutions/Services offered, Recent Developments, MnM View might not be captured in case of unlisted companies.
12.3 OTHER PLAYERS 298
12.3.1 MICROSOFT 298
12.3.2 IBM 299
12.3.3 GOTO 300
12.3.4 IFS 301
12.3.5 SYMPHONYAI SUMMIT 302
12.3.6 EFECTE 303
12.3.7 EASYVISTA 303
12.3.8 ITARIAN 304
12.3.9 SYSAID TECHNOLOGIES 305
12.3.10 INVGATE 305
12.3.11 ALEMBA 306
12.3.12 HORNBILL 306
12.3.13 NINJAONE 307
12.3.14 HALOITSM 308
12.3.15 AISERA 309
12.3.16 4ME 309
12.3.17 TOPDESK 310
12.3.18 TEAMDYNAMIX 310
13 ADJACENT AND RELATED MARKETS 311
13.1 INTRODUCTION 311
13.1.1 RELATED MARKETS 311
13.2 ITSM MARKET 311
TABLE 275 ITSM MARKET, BY OFFERING, 2018–2022 (USD MILLION) 311
TABLE 276 ITSM MARKET, BY OFFERING, 2023–2028 (USD MILLION) 312
TABLE 277 ITSM MARKET, BY ORGANIZATION SIZE, 2018–2022 (USD MILLION) 312
TABLE 278 ITSM MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 312
TABLE 279 ITSM MARKET, BY DEPLOYMENT MODEL, 2018–2022 (USD MILLION) 312
TABLE 280 ITSM MARKET, BY DEPLOYMENT MODEL, 2023–2028 (USD MILLION) 313
TABLE 281 ITSM MARKET, BY VERTICAL, 2018–2022 (USD MILLION) 313
TABLE 282 ITSM MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 314
13.3 CONFIGURATION MANAGEMENT MARKET 314
TABLE 283 CONFIGURATION MANAGEMENT MARKET, BY MODULE, 2017–2024 (USD MILLION) 314
TABLE 284 CONFIGURATION MANAGEMENT MARKET, BY SYSTEM, 2017–2024 (USD MILLION) 315
TABLE 285 CONFIGURATION MANAGEMENT MARKET, BY COMPONENT, 2017–2024 (USD MILLION) 315
TABLE 286 CONFIGURATION MANAGEMENT MARKET, BY ENTERPRISE SIZE, 2017–2024 (USD MILLION) 315
TABLE 287 CONFIGURATION MANAGEMENT MARKET, BY END-USE VERTICAL, 2017–2024 (USD MILLION) 315
TABLE 288 CONFIGURATION MANAGEMENT MARKET, BY REGION, 2017–2024 (USD MILLION) 316
14 APPENDIX 317
14.1 DISCUSSION GUIDE 317
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 323
14.3 CUSTOMIZATION OPTIONS 325
14.4 RELATED REPORTS 325
14.5 AUTHOR DETAILS 326
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