ITSM：市場佔有率分析、產業趨勢與統計、2024年至2029年成長預測

ITSM上年度的估值為598,329萬美元，預計未來5年將達到681,192萬美元，複合年成長率為2.02%。

ITSM (ITSM) 定義了所有與 IT 相關的活動，包括為實現 IT 組織的業務目標而執行的客製化解決方案的創建、交付、支援和管理。

主要亮點

• IT 組織傾向於專注於管理 IT 服務和應用程式以實現短期和長期策略目標。 ITSM 提供了許多好處，例如降低成本、重複性任務自動化以及資料集中化，這可以對組織的整體績效產生重大影響，並有助於實現短期和長期策略目標。因此，隨著IT產業的不斷動態，ITSM市場預計在預測期內將出現顯著成長。
• IT基礎設施格局正在快速改變。各個最終用戶產業的公司都在努力平衡IT基礎設施能力與成本控制。未來的技術採用計劃重點關注採用新興技術的公司，這些技術預計將呈指數級成長，以取代過時的基礎設施。像 Google 和 AWS 這樣的公有雲巨頭需要按需、動態和大規模的可擴展性需求。
• 整合平台為企業提供了多種好處，包括跨多個管道吸引用戶的用戶體驗、將這些管道整合到現有系統中，以及結合業務流程管理、案例管理和績效管理的端到端自動化。 。
• 儘管 ITSM 工具提供了卓越的優勢，但某些挑戰（例如採用、可靠性問題以及服務等級協定 (SLA) 中缺乏品質標準）預計將阻礙預測期內探索的市場成長。採購 ITSM 工具（主要是為了管理關鍵 IT 服務）的過程需要對提供者業務的長期性以及與提供者的關係的信任。如果任何提供者發生故障，依賴該提供者的企業將受到嚴重影響，並被迫尋找替代工具。反過來，這預計會擾亂他們的流程，進而降低他們的效率。
• 由於遠距工作的增加和企業數位轉型的擴大，COVID-19的爆發對市場產生了積極影響。公司希望業務流程無縫、高效且可從任何地方存取。此外，許多公司已經完成了數位轉型，其中一些公司決定保持完全遠端或以混合模式運作。因此，IT 團隊預計對內部 IT 支援和 ITSM 軟體的需求將急劇增加，從而推動所研究市場的成長。
• 疫情刺激了ITSM市場，隨著大多數組織轉向混合工作場所模式，疫情後市場也預計將顯著成長。此外，透過引進ITSM工具加強支援與服務也是疫情後提振市場的關鍵因素之一。

ITSM市場趨勢

IT和通訊領域預計將佔據較大市場佔有率

• IT 和電訊領域的 IT 服務管理現代化是一種不斷發展的方法。它彌合了傳統本地 IT 系統和雲端基礎的IT 系統之間的差距。這提高了業務效率和有效性。這種在整個企業內捕獲、分析和共用資料方式的統一性改善了內部 IT 員工和外部相關人員的體驗。
• 隨著技術的快速進步，通訊業者不斷注重創新。因此，我們專注於升級基礎設施，同時開發尖端的解決方案來服務我們的客戶，包括技術創新、客戶服務、基礎設施配置和人力資源。
• 此外，實施 ITSM 解決方案還為通訊業者提供了對其通訊、雲端和軟體許可組合中的申請、費用、使用情況和資產的統一可見性。因此，它提供了一套細粒度的流程來管理您現有的IT基礎設施，主要是透過提高可見度來降低整體成本並提高生產力。此外，隨著對雲端基礎的模型的需求不斷增加，IT 公司正在專注於實施 ITSM。隨著雲端基礎的生態系統的日益普及，企業正在跨雲端平台提供新服務並擴大合作夥伴關係。
• 此外，整個 IT 企業的內容成長與新管道的新增和流程變化同步。由於社群媒體和智慧型裝置的出現，ITSM 解決方案的普及預計將增加處理交易、業務內容和社交內容的需求，並實現跨各種數位管道的內容流動。
• 據5G Americas稱，5G訂閱成長預計將持續一段時間，並在兩年內達到30億訂閱。其中包括未來兩年的 6 億份合約。

預計北美將佔據較大市場佔有率

• 該地區正在加速採用 IT 服務解決方案，以提高組織效率並維持生產力。通訊專業、BFSI 和政府機構都在採用它。
• 數位績效管理提供績效洞察並實現即時、閉合迴路問題解決。數位績效管理提供了一個通用的績效視圖，以易於理解的業務指標：時間來表達。此指標對於第一線員工、經理和經營團隊來說很容易理解，並且是企業範圍解決方案的基礎。
• 此外，加拿大政府制定了「雲端優先」策略，該策略在啟動資訊技術投資、措施、策略和計劃時將雲端服務確定為主要交付選項並對其進行評估。雲端還有望使加拿大政府能夠利用私人提供者的創新並使資訊技術更加敏捷。
• 最近的技術趨勢，例如增強的雲端基礎設施、支援物聯網的生態系統以及認知運算應用的不斷增加，為美國IT 產業創造新的業務需求提供了機會。
• 由於旨在提高生產力、員工滿意度和成本效益的 BYOD 政策的迅速採用，雲端基礎的ITSM 在該市場中不斷成長。此類策略需要遠端存取雲端基礎的ITSM 解決方案所提供的資訊。
• 由於大流行的遠距工作實踐，大多數組織也採取預防措施來保護他們向員工提供的行動裝置和設備。加拿大網路安全中心鼓勵加拿大網路安全界，特別是關鍵基礎設施網路維護者，提高對俄羅斯國家網路威脅的認知和保護。網路中心與美國和英國的合作夥伴一起建議採取主動的網路監控和緩解措施。

ITSM產業概況

ITSM 市場高度分散，主要參與者包括 IBM 公司、ASG Technologies Group Inc.（Rocket Software）、Atlassian Corporation PLC、Micro Focus International PLC（Open Text Corporation）和 Broadcom Inc.。市場參與企業正在採取聯盟和收購等策略來增強其產品供應並獲得永續的競爭優勢。

2022年10月，埃森哲與Atlassian建立策略夥伴關係，幫助企業從技術投資中獲取更多價值，改善客戶和員工體驗，擁抱變革，透過企業敏捷服務創造新業務，幫助您創造價值。

2022 年 8 月，OpenText 收購了 Micro Focus。透過此次收購，OpenText 的使命擴大到幫助企業專業人士確保業務、更好地了解資訊以及更好地管理他們的混合且日益複雜的數位結構。

其他福利：

• Excel 格式的市場預測 (ME) 表
• 3 個月分析師支持

目錄

第1章簡介

• 研究假設和市場定義
• 調查範圍

第2章調查方法

第3章執行摘要

第4章市場洞察

• 市場概況
• 產業吸引力－波特五力分析
  • 供應商的議價能力
  • 買方議價能力
  • 新進入者的威脅
  • 替代品的威脅
  • 競爭公司之間敵對關係的強度
• COVID-19 市場影響評估

第5章市場動態

• 市場促進因素
  • 最終用戶產業更採用IT基礎設施更新
  • 對管理和監控IT基礎設施基礎設施效能的整合平台的需求不斷成長
• 市場抑制因素
  • ITSM 實施中的問題以及服務等級協定中缺乏品質標準

第6章市場區隔

• 按發展
  • 雲
  • 本地
• 按用途
  • 配置管理
  • 績效管理
  • 網路管理
  • 資料庫管理系統
  • 其他用途
• 按最終用戶產業
  • BFSI
  • 製造業
  • 政府/教育機構
  • 資訊科技/通訊
  • 零售
  • 旅遊/酒店業
  • 醫療保健
  • 其他最終用戶產業
• 按地區
  • 北美洲
  • 歐洲
  • 亞太地區
  • 拉丁美洲
  • 中東/非洲

第7章競爭形勢

• 公司簡介
  • IBM Corporation
  • ASG Technologies Group Inc.
  • Atlassian Corporation PLC
  • Micro Focus International PLC
  • Broadcom Inc.
  • Axios Systems
  • BMC Software Inc.（kohlberg Kravis Roberts & Co. Lp）
  • Freshworks Inc.
  • Ivanti Inc.
  • ServiceNow Inc.

第8章供應商競爭

• 供應商市場收益（2021 年）
• 供應商比較分析

第9章投資分析

第10章 投資分析市場的未來性

The Information Technology Service Management was valued at USD 5983.29 million the previous year and is expected to register a CAGR of 2.02%, reaching USD 6811.92 million in five years. Information Technology Service Management (ITSM) defines all IT-related activities that include creating, delivering, supporting, and managing the customized solutions executed to achieve the business goal of the IT organizations.

Key Highlights

• The IT organization tends to focus more on managing IT services and applications for its short-term and long-term strategic goals. ITSM offers many advantages, such as cost reduction, automation of repetitive tasks, and data gathering in one place, among others, that substantially impact the organization's overall performance, helping it achieve its short-term and long-term strategic objectives. Therefore, with the evolving IT industry dynamics, the ITSM market is expected to witness prolific growth in the forecasted period.
• The landscape of IT infrastructure is changing rapidly. Enterprises across various end-user verticals struggle to balance their IT infrastructure functioning and cost management. The future technology adoption plans hover around adopting emerging technologies expected to grow exponentially as businesses look to replace outdated infrastructure. Public cloud giants like Google and AWS require on-demand, dynamic, enormous scalability needs.
• A unified platform provides an enterprise with various benefits, including user experience to engage users across multiple channels, integrating these channels into existing systems, and end-to-end automation that combines business process management, case management, and performance management.
• Though ITSM tools provide excellent benefits, specific challenges, like implementation, reliability concerns, and lack of quality standards in service-level agreements (SLA), are expected to obstruct the market growth studied during the forecast period. The process of procuring an ITSM tool, primarily for managing critical IT services, involves believing that the provider's business would endure and the relationship with them. In case of any failure by the provider, the enterprises relying upon them are significantly impacted and are expected to find a replacement tool. This, in turn, is expected to disrupt their process and, ultimately, their efficiency.
• The COVID-19 pandemic positively impacted the market, owing to the rise in remote working and the expanding digital transformation of enterprises. Businesses are looking for business processes that are seamless, efficient, and accessible from any location. Further, many companies have completed their digital transformation, and some have decided to remain fully remote or operate on a digital and in-office hybrid model. Thus, IT teams can expect a sharp rise in the need for internal IT support and ITSM software, thereby boosting the studied market growth.
• The pandemic has fueled the ITSM market, and the market is also expected to witness prolific growth post-pandemic, with most organizations shifting to a hybrid workplace model. The enhancing support and services from deploying the ITSM tool will also remain one of the significant factors to boost the studied market post-pandemic.

IT Service Management (ITSM) Market Trends

IT and Telecommunication Sector is Expected to Hold the Significant Market Share

• Modernizing IT service management for the IT &and telecom sector is an evolved approach. This bridges the gap between traditional, on-premise, and cloud-based IT systems. It increases operational efficiency and effectiveness. Thus, consolidating how data is captured, analyzed, and shared across enterprises provides an improved experience for internal IT employees and external constituents.
• With rapid technological advancements, telecom businesses are continually focusing on innovation. Thus, they focus on upgrading their infrastructure while developing state-of-the-art solutions to serve their customers, including innovation, customer service, infrastructure setup, and human resources.
• Moreover, ITSM solutions' implementation helps telecom enterprises gain unified visibility into invoices, expenses, usage, and assets across their entire communications, cloud, and software license portfolio. Thus reducing the overall costs and enhancing productivity, mainly by improving visibility, while providing a finely tuned set of processes to manage existing IT infrastructure. Moreover, IT companies are focusing on adopting ITSM with the increasing demand across the cloud-based models. With this growing adoption of cloud-based ecosystems, companies have expanded their partnership through new offerings across the cloud platform.
• Furthermore, the increase in content across IT enterprises is synced with adding new channels and changing processes. The proliferation of ITSM solutions, due to the emergence of social media and smart devices, is expected to increase the need for handling transactional and business content and social content to enable content mobilization across different digital channels.
• According to 5G Americas, growth in 5G subscriptions is expected to continue into the foreseeable future, reaching 3 billion subscriptions in two years. That includes 600 million subscriptions over the next two years.

North America is Expected to Hold Significant Market Share

• The region is witnessing an influx in the adoption of IT service solutions to increase efficiency and maintain the productivity of organizations. Telecommunication giants, BFSI, and government agencies have adopted the adoption.
• Digital performance management provides performance insights and enables real-time, closed-loop problem-solving. It delivers one universal view of performance, communicated in understandable business metrics: hours. The metrics are easily understandable for frontline workers, managers, and executives and provide a foundation for an enterprise-scale solution.
• Furthermore, the government of Canada has a 'cloud-first' strategy, whereby cloud services are identified and evaluated as the principal delivery option while initiating information technology investments, initiatives, strategies, and projects. The cloud is also expected to allow the government of Canada to harness the innovation of private-sector providers to make its information technology more agile.
• The recent technological trends, such as enhanced cloud infrastructure, IoT-enabled ecosystem, and the rising application of cognitive computing, provided opportunities to create new business imperatives across the US IT sector.
• The market is witnessing the growth of cloud-based ITSM, owing to the rapid adoption of BYOD policies, for improved productivity, employee satisfaction, and cost-effectiveness. These policies require remote accessibility of information, which is facilitated by cloud-based ITSM solutions.
• Owing to remote working practices during the pandemic, most organizations are also taking preventive measures to secure their mobile devices and equipment provided to the employees. The Canadian Centre for Cyber Security encourages the Canadian cybersecurity community, especially critical infrastructure network defenders, to bolster their awareness of and protection against Russian state-sponsored cyber threats. The cyber center joins US and UK partners in recommending proactive network monitoring and mitigations.

IT Service Management (ITSM) Industry Overview

The Information Technology Service Management Market is highly fragmented, with the presence of major players like IBM Corporation, ASG Technologies Group Inc. (Rocket Software), Atlassian Corporation PLC, Micro Focus International PLC (Open Text Corporation), and Broadcom Inc. Players in the market are adopting strategies such as partnerships and acquisitions to enhance their product offerings and gain sustainable competitive advantage.

In October 2022, Accenture and Atlassian formed a strategic partnership to assist organizations in driving more value from technology investments, improving customer and employee experiences, embracing change, and creating new business value with enterprise agility services.

In August 2022, OpenText acquired Micro Focus. With this acquisition, OpenText's corporate mission expands to help enterprise professionals secure their operations, gain more insight into their information, and better manage an increasingly hybrid and complex digital fabric.

Additional Benefits:

• The market estimate (ME) sheet in Excel format
• 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

• 1.1 Study Assumptions and Market Definition
• 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

• 4.1 Market Overview
• 4.2 Industry Attractiveness - Porter's Five Forces Analysis
  • 4.2.1 Bargaining Power of Suppliers
  • 4.2.2 Bargaining Power of Buyers
  • 4.2.3 Threat of New Entrants
  • 4.2.4 Threat of Substitute Products
  • 4.2.5 Intensity of Competitive Rivalry
• 4.3 Assessment of COVID-19 Impact on the Market

5 MARKET DYNAMICS

• 5.1 Market Drivers
  • 5.1.1 Rising Adoption of Updated IT Infrastructure Across the End-user Industries
  • 5.1.2 Increasing Demand for a Unified Platform to Manage and Monitor IT Infrastructure Performance
• 5.2 Market Restraints
  • 5.2.1 Issues in ITSM Implementation and Lack of Quality Standards in Service-level Agreement

6 MARKET SEGMENTATION

• 6.1 By Deployment
  • 6.1.1 Cloud
  • 6.1.2 On-premise
• 6.2 By Application
  • 6.2.1 Configuration Management
  • 6.2.2 Performance Management
  • 6.2.3 Network Management
  • 6.2.4 Database Management System
  • 6.2.5 Other Applications
• 6.3 By End-user Industry
  • 6.3.1 BFSI
  • 6.3.2 Manufacturing
  • 6.3.3 Government and Education
  • 6.3.4 IT and Telecommunication
  • 6.3.5 Retail
  • 6.3.6 Travel and Hospitality
  • 6.3.7 Healthcare
  • 6.3.8 Other End-user Industries
• 6.4 By Geography
  • 6.4.1 North America
  • 6.4.2 Europe
  • 6.4.3 Asia-Pacific
  • 6.4.4 Latin America
  • 6.4.5 Middle East & Africa

7 COMPETITIVE LANDSCAPE

• 7.1 Company Profiles
  • 7.1.1 IBM Corporation
  • 7.1.2 ASG Technologies Group Inc.
  • 7.1.3 Atlassian Corporation PLC
  • 7.1.4 Micro Focus International PLC
  • 7.1.5 Broadcom Inc.
  • 7.1.6 Axios Systems
  • 7.1.7 BMC Software Inc. (kohlberg Kravis Roberts & Co. L.p. )
  • 7.1.8 Freshworks Inc.
  • 7.1.9 Ivanti Inc.
  • 7.1.10 ServiceNow Inc.

8 VENDOR COMPETITIVENESS

• 8.1 Vendor Market Revenue, 2021
• 8.2 Vendor Comparative Analysis

9 INVESTMENT ANALYSIS

10 FUTURE OF THE MARKET