クラウドITSM市場 – 2024年までの世界予測

Report Overview

The global Cloud ITSM market size is expected to grow from USD 4.7 billion in 2020 to USD 12.2 billion by 2025, at a Compound Annual Growth Rate (CAGR) of 21.2% during the forecast period. COVID-19 has globally changed the dynamics of business operations. Though the COVID-19 outbreak has thrown light on weaknesses in business models across sectors, it has offered several opportunities to cloud ITSM vendors to expand their business across enterprises as the adoption of cloud has increased in lockdown caused due to COVID-19. Amidst lockdown, many companies are reducing their IT spending in 2020. They are strategically reconsidering their Capital Expenditure (CAPEX) spending. According to one of the primary respondents, companies are showing a keen interest in investing in CAPEX models if they are persistently needed; otherwise, they are opting for Operating Expenditure (OPEX) models. To achieve these strategies and avoid capital spending in these difficult financial times, organizations are moving to public cloud for backup and cloud ITSM.

Operations and performance management to hold large market size during forecast period

The operations and performance management solution caters to the needs of day-to-day maintenance and management of organizational IT infrastructures and services. This solution ensures smooth delivery of IT services and their compliance with the predefined parameters. Organizations across verticals use these ITSM solutions for enhanced visibility as well as to prevent service outages and achieve maximized operational agility. 
IT and ITeS vertical to grow at the highest rate during the forecast period

The IT and ITeS vertical has experienced significant growth in recent years. In their constant struggle to manage the reducing margins, ITeS companies have taken several steps, such as business process and IT outsourcing, infrastructure sharing, and revenue assurance, to reduce their operating costs and increase their revenues. It is important to ensure the effectiveness of the IT services supporting these steps to ensure the effectiveness of these steps. In the ITeS industry, cloud management is done in a complex manner where the prime focus is on the customer’s needs rather than the business. Cloud ITSM solutions are helping organizations’ IT to mature to the level of IT governance aligned with the overall corporate strategy, which would further drive business performance. Hence, it is important to have an effective cloud ITSM framework to satisfy the growing expectations of customers. The increased use of smartphones and tablets across organizations has enabled employees to work remotely.

North America to hold the largest market size and Asia Pacific (APAC) to grow at the highest rate during the forecast period

North America is the most mature market in terms of cloud ITSM solutions adoption, due to several factors, such as the presence of many enterprises with advanced IT infrastructure, and availability of technical expertise. APAC is expected to offer significant growth opportunities for cloud ITSM solutions vendors during the forecast period. Rapid advancements in emerging technologies and IT infrastructure services have led many organizations to adopt cloud ITSM solutions.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The breakup of the profiles of the primary participants as follows:

• By Company Type: Tier I: 35%, Tier II: 25%, and Tier III: 40%
• By Designation: C-Level: 25%, D-Level: 30%, and Others: 45%
• By Region: North America: 40%, Europe: 25%, APAC: 18%, and RoW: 17%

The report profiles the following key vendors:

1. ServiceNow (US)
2. BMC Software (US)
3. Cherwell Software (US)
4. Broadcom (US)
5. HPE (US)
6. IBM (US)
7. Axios Systems (US)
8. Ivanti (US)
9. Citrix Systems (US)
10. Hornbill (UK)
11. Microsoft (US)
12. EasyVista (US)
13. Micro Focus (UK)
14. Atlassian (Australia)
15. Alemba (UK)
16. SysAid (Israel)
17. Freshworks (US)
18. LogMeIn (US)
19. ManageEngine (US)
20. Efecte (Finland)
21. EZOfficeInventory (US)
22. Mint Service Desk (Poland)
23. Device42 (US)
24. LeanIX (Germany),
25. Aisera (US)
26. ITSM (Australia)
27. Electric (US)
28. InfraSight Labs (Sweden)
29. Symphony SummitAI (US)
30. ITarian (US)

Research Coverage

The report segments the global cloud ITSM market by component, the cloud ITSM market has been segmented into solutions and services. The solutions segment has been further segmented into service portfolio management, configuration and change management, service desk software, operations and performance management, and dashboard, reporting, and analytics. Based on organization size, the market has been classified into Small and Medium-sized Enterprises (SMEs) and large enterprises. By vertical, the cloud ITSM market has been classified into Banking, Financial Services and Insurance (BFSI); telecommunications; IT and Information Technology-enabled Services (ITeS); government and public sector; retail and consumer goods; manufacturing; energy and utilities; media and entertainment; healthcare and life sciences; and others (education, travel and hospitality, and transportation and logistics). By region, the market has been segmented into North America, Europe, APAC, MEA, and Latin America.

Key Benefits of Buying the Report

The report will help the market leaders/new entrants in the cloud ITSM market with information on the closest approximations of the revenue numbers for the overall cloud ITSM market and the subsegments. The report will help stakeholders understand the competitive landscape and gain more insights to better position their businesses and to plan suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

OBJECTIVES OF THE STUDY

• To define, describe, and forecast the cloud Information Technology Service Management (ITSM) market by component
  (solutions and services), organization size, vertical, and region
• To provide detailed information related to the major factors (drivers, restraints, opportunities, and challenges) influencing the growth of the cloud ITSM market
• To analyze micromarkets with respect to individual growth trends, prospects, and contributions to the total market To analyze the opportunities in the market for stakeholders by identifying the high-growth segments of the cloud ITSM market
• To forecast the market size of the market segments with respect to 5 main regions, namely, North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America.
• To profile the key players of the cloud ITSM market and comprehensively analyze their market size and core competenciesin the market
• To track and analyze competitive developments, such as new product launches; acquisitions; and partnerships, and collaborations, in the global cloud ITSM market

Table of Contents

1 INTRODUCTION………………….19
1.1 OBJECTIVES OF THE STUDY……………………..19
1.2 MARKET DEFINITION………………………..19
1.2.1 INCLUSIONS AND EXCLUSIONS…………………..19
1.3 MARKET SCOPE……………………….20
1.3.1 MARKET SEGMENTATION…………………….20
1.3.2 REGIONS COVERED…………………….21
1.4 YEARS CONSIDERED FOR THE STUDY…………………….21
1.5 CURRENCY CONSIDERED………………………22
1.6 STAKEHOLDERS……………………….22
2 RESEARCH METHODOLOGY………………..23
2.1 RESEARCH DATA…………………………23
2.1.1 SECONDARY DATA……………………..24
2.1.2 PRIMARY DATA……………………..24
2.1.2.1 BREAKUP OF PRIMARY PROFILES………………24
2.1.2.2 KEY INDUSTRY INSIGHTS………………….25
2.2 MARKET BREAKUP AND DATA TRIANGULATION………………..26
2.3 MARKET SIZE ESTIMATION……………………….26
2.3.1 TOP-DOWN APPROACH……………………27
2.3.2 BOTTOM-UP APPROACH…………………….27
2.4 MARKET FORECAST…………………………28
2.5 ASSUMPTIONS FOR THE STUDY…………………….29
2.6 LIMITATIONS OF THE STUDY……………………….29
3 EXECUTIVE SUMMARY………………..30
4 PREMIUM INSIGHTS………………..35
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CLOUD ITSM MARKET…………….35
4.2 CLOUD ITSM MARKET, BY COMPONENT (2019 VS. 2024)………………35
4.3 CLOUD ITSM MARKET, BY SOLUTION (2019 VS. 2024)………………..36
4.4 CLOUD ITSM MARKET, BY ORGANIZATION SIZE (2019 VS. 2024)…………….36
4.5 CLOUD ITSM MARKET, BY VERTICAL (2019 VS. 2024)…………………37
4.6 MARKET INVESTMENT SCENARIO……………………..37
5 MARKET OVERVIEW AND INDUSTRY TRENDS…………….38
5.1 INTRODUCTION……………………….38
5.2 MARKET DYNAMICS…………………………38
5.2.1 DRIVERS…………………………39
5.2.1.1 INCREASING SHIFT TO CLOUD-BASED TECHNOLOGIES…………39
5.2.1.2 INTEGRATION OF AI-ENABLED TOOLS WITH ITSM SOLUTIONS……….39
5.2.1.3 BENEFITS OF AGILE IMPLEMENTATION, EASY DEPLOYMENT, AND OPEX MODEL……..40
5.2.2 RESTRAINTS………………………40
5.2.2.1 SECURITY AND PRIVACY CONCERNS FOR CONFIDENTIAL DATA AND BUSINESS PROCESSES..40
5.2.3 OPPORTUNITIES………………………40
5.2.3.1 GROWING DEMAND AMONG SMES………………40
5.2.3.2 WIDESPREAD ADOPTION OF BYOD TREND AND INCREASING MOBILE WORKFORCE……41
5.2.4 CHALLENGES……………………….41
5.2.4.1 LACK OF STANDARD PROCEDURES AND INTEGRATION CONCERNS WITH TRADITIONAL
ARCHITECTURES……………………41
5.3 USE CASES…………………………..41
5.3.1 USE CASE 1: GOVERNMENT…………………..41
5.3.2 USE CASE 2: INFORMATION TECHNOLOGY………………..42
5.3.3 USE CASE 3: GOVERNMENT…………………..42
5.3.4 USE CASE 4: TRANSPORTATION…………………..43
6 CLOUD ITSM MARKET, BY COMPONENT…………….44
6.1 INTRODUCTION……………………….45
6.2 SOLUTIONS…………………………..46
6.2.1 NEED TO ENHANCE CUSTOMER EXPERIENCE LEADING TO INCREASE IN DEMAND
FOR CLOUD ITSM SOLUTIONS………………….46
6.3 SERVICES…………………………..47
6.3.1 BENEFITS OF SIMPLIFIED IMPLEMENTATION AND MAXIMUM RETURN ON INVESTMENT
LEADING TO GROWTH IN DEMAND FOR ASSOCIATED CLOUD ITSM SERVICES………..47
7 CLOUD ITSM MARKET, BY SOLUTION……………..48
7.1 INTRODUCTION……………………….49
7.2 SERVICE PORTFOLIO MANAGEMENT……………………50
7.2.1 SERVICE LEVEL MANAGEMENT……………………51
7.2.1.1 AIMS TO NEGOTIATE SLAS WITH CUSTOMERS AND DESIGN SERVICES IN
ACCORDANCE WITH THE AGREED SERVICE LEVEL TARGETS………….51
7.2.2 IT ASSET MANAGEMENT……………………..51
7.2.2.1 ENABLES ORGANIZATIONS TO IMPROVE INFRASTRUCTURE EFFICIENCY
AND PERFORMANCE, AND MINIMIZE OVERHEAD EXPENSES………….51
7.2.3 FINANCIAL MANAGEMENT…………………….51
7.2.3.1 IMPROVES DECISION-MAKING, FINANCIAL COMPLIANCE, AND CONTROL………51
7.3 CONFIGURATION AND CHANGE MANAGEMENT………………….51
7.3.1 CONFIGURATION MANAGEMENT………………….52
7.3.1.1 STREAMLINES THE OPERATIONS BETWEEN DIFFERENT COMPONENTS OF THE SYSTEMS…..52
7.3.2 CHANGE AND RELEASE MANAGEMENT………………..52
7.3.2.1 ENSURES STANDARDIZED METHODS ARE USED FOR EFFICIENT HANDLING OF
ALL CHANGES TO CONTROL IT INFRASTRUCTURE……………52
7.4 SERVICE DESK SOFTWARE……………………….52
7.4.1 EVENT AND INCIDENT MANAGEMENT………………….53
7.4.1.1 DETECTS AND ANALYZES EVENTS TO DETERMINE THE APPROPRIATE
PROCESS FOR DEALING WITH THE EVENTS AND INCIDENTS………….53
7.4.2 PROBLEM MANAGEMENT……………………53
7.4.2.1 REDUCES THE NUMBER AND SEVERITY OF INCIDENTS AND POTENTIAL PROBLEMS AND
THEIR ADVERSE IMPACTS ON THE IT INFRASTRUCTURE OF THE ORGANIZATION……..53
7.4.3 ACCESS MANAGEMENT……………………54
7.4.3.1 PROTECTS THE CONFIDENTIALITY, INTEGRITY, AND AVAILABILITY OF DATA
AND INTELLECTUAL PROPERTY OF AN ORGANIZATION…………..54
7.4.4 REQUEST FULFILMENT AND SELF-SERVICE SOLUTIONS…………….54
7.4.4.1 AIMS TO PROVIDE QUICK AND EFFECTIVE ACCESS TO STANDARD SERVICES TO USERS….54
7.5 OPERATIONS AND PERFORMANCE MANAGEMENT………………..54
7.5.1 AVAILABILITY MANAGEMENT……………………55
7.5.1.1 AVAILABILITY MANAGEMENT SOLUTION ARE OFTEN UTILIZED WITH PROBLEM AND
INCIDENT MANAGEMENT SOLUTION TO IDENTIFY IT SERVICE FAILURES AND THEIR
CAUSES AND ENSURE CORRECTIVE MEASURES ARE BEING TAKEN………..55
7.5.2 PERFORMANCE MONITORING AND IT OPERATIONS MANAGEMENT…………..55
7.5.2.1 BENEFITS OF INSIGHTS INTO THE VALUE THAT EACH BUSINESS FUNCTION DELIVERS
AND EASY COMMUNICATIONS WITH CUSTOMERS AND OTHER STAKEHOLDERS TO
DRIVE THE DEMAND FOR OPERATIONS AND PERFORMANCE MANAGEMENT……..55
7.5.3 WORKLOAD AUTOMATION…………………..55
7.5.3.1 WORKLOAD AUTOMATION SOLUTION ARE GAINING IMPORTANCE AS THE ENABLER
OF TODAY’S MOBILE-DRIVEN ITSM………………55
7.6 DASHBOARD REPORTING AND ANALYTICS……………………55
7.6.1 NEED FOR IMPROVING RETURN ON INVESTMENT AND ACHIEVING WHOLISTIC VIEW OF
SYSTEMS TO DRIVE THE DEMAND FOR DASHBOARD REPORTING AND ANALYTICS………55
8 CLOUD ITSM MARKET, BY SERVICE……………..57
8.1 INTRODUCTION……………………….58
8.2 MANAGED SERVICES……………………….59
8.2.1 FOCUS ON CORE BUSINESS FUNCTIONS TO DRIVE THE ADOPTION OF
MANAGED SERVICES IN COMING YEARS………………..59
8.3 PROFESSIONAL SERVICES……………………..59
8.3.1 NEED FOR PROFESSIONAL SERVICES TO GROW AS THEY FACILITATE BETTER IMPLEMENTATION OF
CLOUD ITSM AND IMPROVE RETURN ON INVESTMENT………………59
9 CLOUD ITSM MARKET, BY ORGANIZATION SIZE…………….61
9.1 INTRODUCTION……………………….62
9.2 SMALL AND MEDIUM-SIZED ENTERPRISES…………………..63
9.2.1 REDUCED COST OF IMPLEMENTATION WITH FLEXIBLE PRICING MODELS LEADING TO
HIGHER ADOPTION OF CLOUD ITSM IN SMALL AND MEDIUM-SIZED ENTERPRISES……..63
9.3 LARGE ENTERPRISES……………………….64
9.3.1 NEED TO IMPROVE CUSTOMER EXPERIENCE AND EXPAND USER BASE LEADING TO
SURGE IN THE ADOPTION OF CLOUD ITSM AMONG LARGE ENTERPRISES…………64
10 CLOUD ITSM MARKET, BY VERTICAL………………65
10.1 INTRODUCTION……………………….66
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE………………….67
10.2.1 INCREASED FOCUS OF BFSI ORGANIZATIONS TO TAKE PROACTIVE MEASURES AGAINST SERVICE
OUTAGES AND REDUCE RISKS IN CRITICAL OPERATIONS TO DRIVE THE ADOPTION OF CLOUD ITSM….67
10.3 GOVERNMENT AND PUBLIC SECTOR……………………68
10.3.1 FOCUS OF GOVERNMENT AND PUBLIC ORGANIZATIONS TO STREAMLINE SERVICE PROCESSES
AND IMPROVE SERVICE DELIVERY TIME TO DRIVE THE ADOPTION OF CLOUD ITSM SOLUTIONS IN
THE VERTICAL………………………68
10.4 HEALTHCARE AND LIFE SCIENCES…………………….69
10.4.1 NEED TO AUTOMATE AND IMPROVE COMPLEX HEALTHCARE SERVICES TO DRIVE THE DEMAND
FOR CLOUD ITSM SOLUTIONS IN THE VERTICAL………………..69
10.5 TELECOMMUNICATIONS……………………..70
10.5.1 NEED FOR END-TO-END SERVICE LEVEL MONITORING TO DRIVE THE GROWTH OF CLOUD
ITSM SOLUTIONS IN THE TELECOMMUNICATIONS VERTICAL…………..70
10.6 IT AND ITES…………………………..71
10.6.1 IT AND ITES ENTERPRISES’ FOCUS ON ENHANCING CUSTOMER EXPERIENCE LEADING TO
INCREASE IN THE DEMAND FOR CLOUD ITSM………………71
10.7 MANUFACTURING…………………………72
10.7.1 RISING NEED TO STREAMLINE PRODUCT MANUFACTURING AND DELIVERY PROCESSES
TO DRIVE THE ADOPTION OF CLOUD ITSM SOLUTIONS IN THE VERTICAL………….72
10.8 MEDIA AND ENTERTAINMENT………………………73
10.8.1 FOCUS OF ORGANIZATIONS ON PROVIDING HIGH PERFORMANCE STREAMING WITH MINIMAL
SERVICE DELAYS TO CUSTOMERS TO DRIVE THE GROWTH OF CLOUD ITSM SOLUTIONS IN
THE MEDIA AND ENTERTAINMENT VERTICAL………………..73
10.9 RETAIL AND CONSUMER GOODS…………………….74
10.9.1 GROWING NEED TO OFFER BEST-IN-CLASS CUSTOMER EXPERIENCE TO DRIVE THE ADOPTION
OF CLOUD ITSM SOLUTIONS IN THE RETAIL AND CONSUMER GOODS VERTICAL……….74
10.10 TRAVEL AND HOSPITALITY……………………….75
10.10.1 GROWING FOCUS OF ORGANIZATIONS TO TRACK SERVICE MAINTENANCE REQUESTS FROM
MULTIPLE GEOGRAPHIES AND KEEP SYSTEM FUNCTIONING TO DRIVE THE GROWTH FOR
CLOUD ITSM SOLUTIONS IN THE TRAVEL AND HOSPITALITY VERTICAL………….75
10.11 OTHERS…………………………..76
11 CLOUD ITSM MARKET, BY REGION……………….77
11.1 INTRODUCTION……………………….78
11.2 NORTH AMERICA………………………..79
11.2.1 UNITED STATES……………………….82
11.2.1.1 INCREASING NEED FOR ENTERPRISES TO AUTOMATE IT OPERATIONS TO DRIVE
THE ADOPTION OF CLOUD ITSM IN THE UNITED STATES…………..82
11.2.2 CANADA……………………….83
11.2.2.1 DEPLOYMENT OF CLOUD ITSM SOLUTIONS TO GET ACTIONABLE INSIGHTS FUELING
THE MARKET GROWTH IN CANADA………………83
11.3 EUROPE…………………………..84
11.3.1 UNITED KINGDOM………………………87
11.3.1.1 FOCUS OF ORGANIZATIONS TO SCALE ITSM OPERATIONS IN RESPONSE TO THEIR
CHANGING BUSINESS NEEDS TO DRIVE THE GROWTH OF CLOUD ITSM SOLUTIONS IN THE UK..87
11.3.2 GERMANY……………………….88
11.3.2.1 NEED TO IMPROVE IT SERVICE DELIVERABILITY WITH THE HOLISTIC ITSM
APPROACH TO PROPEL THE MARKET GROWTH IN GERMANY…………88
11.3.3 FRANCE……………………….89
11.3.3.1 INCREASING FOCUS OF ORGANIZATIONS TO BUILD AN EFFECTIVE ITSM
AUTOMATION STRATEGY TO PROPEL THE MARKET GROWTH IN FRANCE……..89
11.3.4 ITALY…………………………90
11.3.4.1 AGILE AND COST-EFFECTIVE CLOUD ITSM OFFERINGS PRESENT IN THE MARKET
TO DRIVE THE DEMAND AMONG ENTERPRISES IN ITALY…………..90
11.3.5 SPAIN………………………..91
11.3.5.1 GROWING AWARENESS ABOUT CLOUD ITSM OFFERINGS AMONG DIFFERENT
VERTICALS TO BOOST THE MARKET GROWTH…………….91
11.3.6 REST OF EUROPE……………………….92
11.4 ASIA PACIFIC…………………………..93
11.4.1 CHINA……………………….96
11.4.1.1 HIGH IT SPENDING AND STABLE GOVERNMENT SUPPORT FOR IMPLEMENTING
THE LATEST TECHNOLOGIES TO DRIVE THE MARKET GROWTH IN CHINA……..96
11.4.2 JAPAN……………………….97
11.4.2.1 GROWING INTEREST OF ORGANIZATIONS TOWARD IMPLEMENTING CLOUD
TECHNOLOGY-BASED SOLUTIONS TO FUEL THE CLOUD ITSM MARKET GROWTH IN JAPAN…..97
11.4.3 AUSTRALIA………………………..98
11.4.3.1 NEED TO DELIVER CONSISTENT CUSTOMER SERVICE EXPERIENCE TO DRIVE
THE ADOPTION OF CLOUD ITSM SOLUTIONS IN AUSTRALIA………..98
11.4.4 SINGAPORE……………………….99
11.4.4.1 STRONG ADOPTION OF CLOUD SERVICES IN THE COUNTRY TO ASSIST IN
THE ADOPTION OF SAAS ITSM SOLUTIONS……………..99
11.4.5 INDIA……………………….100
11.4.5.1 PRESENCE OF GLOBAL VENDORS AND LARGE ITES VENDORS WITH HUGE
CUSTOMER BASES TO BOOST THE DEMAND FOR CLOUD ITSM IN INDIA……….100
11.4.6 REST OF ASIA PACIFIC……………………101
11.5 MIDDLE EAST AND AFRICA……………………..102
11.5.1 SAUDI ARABIA……………………….105
11.5.1.1 FOCUS OF ORGANIZATIONS TO LOWER DOWN THE COSTS OF IT SERVICE OPERATIONS
AND IDENTIFY PROCESS GAPS TO DRIVE THE MARKET GROWTH IN SAUDI ARABIA….105
11.5.2 UNITED ARAB EMIRATES……………………106
11.5.2.1 NEED TO OFFER ROUND-THE-CLOCK SUPPORT TO END USERS AND MAINTAIN
OPERATIONAL PERFORMANCE TO DRIVE THE MARKET GROWTH IN THE UAE……106
11.5.3 QATAR………………………..107
11.5.3.1 INCREASING PRESENCE OF GLOBAL VENDORS IN THE COUNTRY AND
IMPROVING IT INFRASTRUCTURE TO DRIVE THE GROWTH IN QATAR……….107
11.5.4 SOUTH AFRICA………………………108
11.5.4.1 DEMAND FROM ORGANIZATIONS TO FOCUS ON CORE BUSINESS ACTIVITIES
TO PROPEL THE GROWTH OF CLOUD ITSM SOLUTIONS IN SOUTH AFRICA………108
11.5.5 REST OF MIDDLE EAST AND AFRICA………………..109
11.6 LATIN AMERICA………………………..110
11.6.1 BRAZIL……………………….112
11.6.1.1 INCREASING AWARENESS OF ORGANIZATIONS FOR CLOUD ITSM SOLUTIONS
TO IMPROVE SERVICE OPERATIONS TO DRIVE THE MARKET GROWTH IN BRAZIL……112
11.6.2 MEXICO………………………..113
11.6.2.1 INCREASED PRODUCTIVITY OF IT SUPPORT TEAMS BY USING ITSM SOLUTIONS
TO BOOST THE MARKET GROWTH IN MEXICO…………..113
11.6.3 REST OF LATIN AMERICA…………………..114
12 COMPETITIVE LANDSCAPE………………..116
12.1 INTRODUCTION………………………..116
12.2 COMPETITIVE SCENARIO……………………..117
12.2.1 NEW PRODUCT LAUNCHES………………….117
12.2.2 PARTNERSHIPS……………………..117
12.2.3 ACQUISITIONS……………………….118
12.2.4 EXPANSIONS………………………119
12.3 COMPETITIVE LEADER MAPPING…………………….119
12.3.1 VISIONARY LEADERS……………………..119
12.3.2 INNOVATORS………………………119
12.3.3 DYNAMIC DIFFERENTIATORS………………….119
12.3.4 EMERGING COMPANIES……………………120
13 COMPANY PROFILES…………………121
13.1 INTRODUCTION………………………..121
(Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.2 SERVICENOW…………………………121
13.3 BMC SOFTWARE……………………….125
13.4 CHERWELL SOFTWARE……………………..128
13.5 CA TECHNOLOGIES………………………..131
13.6 HPE……………………………134
13.7 IBM…………………………….137
13.8 AXIOS SYSTEMS……………………….140
13.9 IVANTI…………………………..142
13.10 CITRIX SYSTEMS…………………………143
13.11 HORNBILL…………………………..145
13.12 MICROSOFT…………………………..146
13.13 EASYVISTA………………………….146
13.14 MICRO FOCUS……………………….147
13.15 ATLASSIAN………………………….147
13.16 ALEMBA…………………………..148
13.17 SYSAID………………………….148
13.18 FRESHWORKS………………………..149
13.19 LOGMEIN…………………………149
13.20 MANAGEENGINE……………………….150
13.21 EFECTE………………………….150
*Details on Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
14 APPENDIX…………………..151
14.1 INSIGHTS OF INDUSTRY EXPERTS……………………..151
14.2 DISCUSSION GUIDE……………………….152
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL…………..158
14.4 AVAILABLE CUSTOMIZATIONS……………………160
14.5 RELATED REPORTS…………………………160
14.6 AUTHOR DETAILS………………………..161

LIST OF TABLES

TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2016–2018…………………. 22
TABLE 2 FACTOR ANALYSIS……………………….. 28
TABLE 3 CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)…………… 45
TABLE 4 SOLUTIONS: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)………….. 46
TABLE 5 SERVICES: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)………….. 47
TABLE 6 CLOUD ITSM MARKET SIZE, BY SOLUTION, 2017–2024 (USD MILLION)……………. 50
TABLE 7 SERVICE PORTFOLIO MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)……. 50
TABLE 8 CONFIGURATION AND CHANGE MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)….. 52
TABLE 9 SERVICE DESK SOFTWARE: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)…….. 53
TABLE 10 OPERATIONS AND PERFORMANCE MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)… 54
TABLE 11 DASHBOARD REPORTING AND ANALYTICS: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)…… 56
TABLE 12 CLOUD ITSM MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION)……………. 58
TABLE 13 MANAGED SERVICES: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)……….. 59
TABLE 14 PROFESSIONAL SERVICES: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)……… 60
TABLE 15 CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………… 62
TABLE 16 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)….. 63
TABLE 17 LARGE ENTERPRISES: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)……….. 64
TABLE 18 CLOUD ITSM MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION)…………….. 67
TABLE 19 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION).. 68
TABLE 20 GOVERNMENT AND PUBLIC SECTOR: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)……. 68
TABLE 21 HEALTHCARE AND LIFE SCIENCES: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)…….. 69
TABLE 22 TELECOMMUNICATIONS: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)………… 70
TABLE 23 IT AND ITES: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)………….. 71
TABLE 24 MANUFACTURING: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)…………. 72
TABLE 25 MEDIA AND ENTERTAINMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)………. 73
TABLE 26 RETAIL AND CONSUMER GOODS: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)……. 74
TABLE 27 TRAVEL AND HOSPITALITY: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)…….. 75
TABLE 28 OTHERS: CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)………….. 76
TABLE 29 CLOUD ITSM MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)……………… 78
TABLE 30 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………… 80
TABLE 31 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2017–2024 (USD MILLION)………. 80
TABLE 32 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION)…………. 80
TABLE 33 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……… 81
TABLE 34 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION)……….. 81
TABLE 35 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION)……….. 82
TABLE 36 UNITED STATES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)……….. 82
TABLE 37 UNITES STATES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……… 83
TABLE 38 CANADA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………….. 83
TABLE 39 CANADA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……….. 84
TABLE 40 EUROPE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………….. 84
TABLE 41 EUROPE: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2017–2024 (USD MILLION)…………. 85
TABLE 42 EUROPE: CLOUD ITSM MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION)……………. 85
TABLE 43 EUROPE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………… 85
TABLE 44 EUROPE: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION)………….. 86
TABLE 45 EUROPE: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION)………….. 86
TABLE 46 UNITED KINGDOM: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………. 87
TABLE 47 UNITED KINGDOM: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………. 87
TABLE 48 GERMANY: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………….. 88
TABLE 49 GERMANY: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……….. 88
TABLE 50 FRANCE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………….. 89
TABLE 51 FRANCE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………… 89
TABLE 52 ITALY: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)…………. 90
TABLE 53 ITALY: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……….. 90
TABLE 54 SPAIN: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………… 91
TABLE 55 SPAIN: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………… 91
TABLE 56 REST OF EUROPE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)……….. 92
TABLE 57 REST OF EUROPE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……… 92
TABLE 58 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………… 94
TABLE 59 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2017–2024 (USD MILLION)…………. 94
TABLE 60 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION)……. 94
TABLE 61 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……… 95
TABLE 62 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION)………….. 95
TABLE 63 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION)………… 96
TABLE 64 CHINA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………….. 96
TABLE 65 CHINA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………… 97
TABLE 66 JAPAN: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)….. 97
TABLE 67 JAPAN: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……….. 98
TABLE 68 AUSTRALIA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………… 98
TABLE 69 AUSTRALIA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………. 99
TABLE 70 SINGAPORE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)……….. 99
TABLE 71 SINGAPORE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………. 100
TABLE 72 INDIA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION…….. 100
TABLE 73 INDIA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……….. 101
TABLE 74 REST OF ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………. 101
TABLE 75 REST OF ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……. 102
TABLE 76 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)……… 102
TABLE 77 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2017–2024 (USD MILLION)………. 103
TABLE 78 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION)………. 103
TABLE 79 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)…… 103
TABLE 80 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY VERTICAL,2017–2024 (USD MILLION)……… 104
TABLE 81 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION)…….. 104
TABLE 82 SAUDI ARABIA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)……….. 105
TABLE 83 SAUDI ARABIA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……… 105
TABLE 84 UNITED ARAB EMIRATES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………. 106
TABLE 85 UNITED ARAB EMIRATES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……. 106
TABLE 86 QATAR: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………… 107
TABLE 87 QATAR: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………. 107
TABLE 88 SOUTH AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………. 108
TABLE 89 SOUTH AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………. 108
TABLE 90 REST OF MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)…… 109
TABLE 91 REST OF MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)… 109
TABLE 92 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………… 110
TABLE 93 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2017–2024 (USD MILLION)………. 110
TABLE 94 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION)…………. 111
TABLE 95 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)……… 111
TABLE 96 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION)……….. 112
TABLE 97 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION)………… 112
TABLE 98 BRAZIL: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………….. 113
TABLE 99 BRAZIL: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………… 113
TABLE 100 MEXICO: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)………… 114
TABLE 101 MEXICO: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)………. 114
TABLE 102 REST OF LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)……… 114
TABLE 103 REST OF LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)…… 115
TABLE 104 NEW PRODUCT LAUNCHES, 2018–2019………………….. 117
TABLE 105 PARTNERSHIPS, 2019……………………….. 117
TABLE 106 ACQUISITIONS, 2018………………………… 118
TABLE 107 EXPANSIONS, 2018–2019………………………. 119

LIST OF FIGURES

FIGURE 1 GLOBAL CLOUD ITSM MARKET: RESEARCH DESIGN………………… 23
FIGURE 2 CLOUD ITSM MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES……………… 27
FIGURE 3 CLOUD ITSM MARKET SNAPSHOT, 2017–2024………………….. 30
FIGURE 4 CLOUD ITSM SEGMENTS WITH THE HIGHEST GROWTH RATES DURING THE FORECAST PERIOD……… 31
FIGURE 5 SOLUTIONS SEGMENT TO ACCOUNT FOR A LARGER MARKET SIZE DURING THE FORECAST PERIOD…….. 31
FIGURE 6 OPERATIONS AND PERFORMANCE MANAGEMENT SEGMENT TO HOLD THE LARGEST MARKET SIZE
AMONG SOLUTIONS DURING THE FORECAST PERIOD………………… 32
FIGURE 7 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD…….. 33
FIGURE 8 IT AND ITES SEGMENT TO HAVE THE LARGEST MARKET SIZE AMONG VERTICALS BY 2024………… 33
FIGURE 9 NORTH AMERICA TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 2019………….. 34
FIGURE 10 FOCUS ON IMPROVING CUSTOMER EXPERIENCE AND SIMPLIFYING IT OPERATIONS WORKFLOW
TO DRIVE THE ADOPTION OF CLOUD ITSM MARKET………………… 35
FIGURE 11 SOLUTIONS SEGMENT TO ACCOUNT FOR A HIGHER MARKET SHARE DURING THE FORECAST PERIOD…….. 35
FIGURE 12 OPERATIONS AND PERFORMANCE MANAGEMENT SEGMENT TO ACCOUNT FOR THE HIGHEST
MARKET SHARE DURING THE FORECAST PERIOD…………………. 36
FIGURE 13 LARGE ENTERPRISES SEGMENT TO ACCOUNT FOR A HIGHER MARKET SHARE DURING THE FORECAST PERIOD…. 36
FIGURE 14 BANKING, FINANCIAL SERVICES, AND INSURANCE SEGMENT TO HAVE ONE OF THE HIGHEST MARKET
SHARES AMONG VERTICALS DURING THE FORECAST PERIOD………………. 37
FIGURE 15 ASIA PACIFIC TO EMERGE AS THE BEST MARKET FOR INVESTMENTS IN THE NEXT 5 YEARS………… 37
FIGURE 16 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CLOUD ITSM MARKET…………. 38
FIGURE 17 SERVICES SEGMENT TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD………….. 45
FIGURE 18 SERVICE DESK SOFTWARE SEGMENT TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD……. 49
FIGURE 19 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD……….. 58
FIGURE 20 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT A HIGHER RATE DURING THE FORECAST PERIOD….. 62
FIGURE 21 RETAIL AND CONSUMER GOODS VERTICAL TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD……. 66
FIGURE 22 ASIA PACIFIC TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD……. 78
FIGURE 23 NORTH AMERICA: MARKET SNAPSHOT…………………….. 79
FIGURE 24 ASIA PACIFIC: MARKET SNAPSHOT…………………… 93
FIGURE 25 KEY DEVELOPMENTS BY LEADING PLAYERS IN THE CLOUD ITSM MARKET DURING 2017–2019… 116
FIGURE 26 GLOBAL CLOUD ITSM MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING, 2019… 120
FIGURE 27 SERVICENOW: COMPANY SNAPSHOT…………………… 121
FIGURE 28 SERVICENOW: SWOT ANALYSIS……………………… 124
FIGURE 29 BMC SOFTWARE: SWOT ANALYSIS……………………. 126
FIGURE 30 CHERWELL SOFTWARE: SWOT ANALYSIS…………………… 129
FIGURE 31 CA TECHNOLOGIES: COMPANY SNAPSHOT………………….. 131
FIGURE 32 CA TECHNOLOGIES: SWOT ANALYSIS…………………… 133
FIGURE 33 HPE: COMPANY SNAPSHOT………………………. 134
FIGURE 34 HPE: SWOT ANALYSIS………………………. 135
FIGURE 35 IBM: COMPANY SNAPSHOT………………………. 137
FIGURE 36 IBM: SWOT ANALYSIS………………………. 138
FIGURE 37 CITRIX SYSTEMS: COMPANY SNAPSHOT…………………… 143