Global Cloud Information Technology Service Management (ITSM) Market Growth, Share, Size, Trends and Forecast (2025 - 2031)

• April 2024, Zendesk unveiled a collaboration with Amazon Web Services (AWS) and Anthropic at the Relate global conference to enhance AI capabilities. By leveraging Amazon Bedrock and Anthropic's Claude 3 model family, Zendesk aims to provide faster, more accurate AI features. This partnership enables businesses to deliver personalized customer experiences, empower agents with AI tools, and improve customer satisfaction through intelligent, empathetic support.
• February 2024, ServiceNow and NVIDIA expanded their partnership to introduce telco-specific generative AI solutions, enhancing service experiences. Built on the Now Platform, Now Assist for Telecommunications Service Management leverages NVIDIA AI to boost productivity, speed up resolution times, and improve customer service. This collaboration aims to help telcos reduce costs, uncover new business opportunities, and drive industry-wide transformation.
• February 2024, Amdocs and BMC announced a strategic alliance to enhance digital operations in telecommunications and financial services. This partnership leverages Amdocs' IT and network expertise with BMC's automation solutions to drive growth and efficiency. Together, they will offer integrated services, including generative AI, to accelerate innovation and operational excellence for global customers.
• November 2023, ServiceNow introduced enhancements to its Now Assist generative AI portfolio with new capabilities to improve experiences and increase efficiency. These enhancements include Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management (FSM), embedding sophisticated generative AI technologies into the ServiceNow Platform.

The market encompasses solutions and services. Cloud ITSM solutions include software tools designed for managing and automating IT services, facilitating efficient incident management, problem resolution, change management, and service request fulfillment. These solutions are complemented by a range of services such as consulting, implementation, integration, and support, which ensure that organizations can effectively deploy and utilize these tools to optimize their IT operations.

The deployment mode segment categorizes the market into public cloud, private cloud, and hybrid cloud. Public cloud ITSM offers cost-effective, scalable, and flexible solutions that can be easily accessed over the internet, making them ideal for small and medium-sized enterprises (SMEs) and organizations with limited IT budgets. Private cloud ITSM, on the other hand, provides enhanced security and control, catering to large enterprises and sectors with stringent regulatory requirements. Hybrid cloud ITSM combines the best of both worlds, offering the flexibility and scalability of the public cloud with the security and control of the private cloud, thus appealing to a broad range of organizations.

Geographically, the market is segmented into North America, Europe, Asia-Pacific, Latin America, and the Middle East & Africa. North America leads the market due to the early adoption of cloud technologies, robust IT infrastructure, and the presence of key market players. Europe follows closely, driven by the increasing digital transformation initiatives and regulatory compliance needs. The Asia-Pacific region is witnessing significant growth, propelled by rapid industrialization, expanding IT sectors, and increasing cloud adoption in countries like China, India, and Japan. Latin America and the Middle East & Africa are also emerging as lucrative markets, with growing awareness of cloud ITSM benefits and investments in digital infrastructure.

Global Cloud Information Technology Service Management (ITSM) Segment Analysis

In this report, the Global Cloud Information Technology Service Management (ITSM) Market has been segmented by Offering, Deployment Mode and Geography.

Global Cloud Information Technology Service Management (ITSM) Market, Segmentation by Offering

The Global Cloud Information Technology Service Management (ITSM) Market has been segmented by Offering into Solutions and Services.

Solutions in the cloud ITSM market encompass a variety of software tools designed to streamline and automate IT service management processes. These solutions include modules for incident management, problem management, change management, asset management, and service request fulfillment, among others. They provide organizations with the ability to efficiently handle IT issues, reduce downtime, and enhance overall service quality. Cloud ITSM solutions leverage advanced technologies such as artificial intelligence (AI) and machine learning (ML) to predict and prevent potential IT problems, further optimizing the IT service delivery process.

Complementing these solutions are the Services offered in the cloud ITSM market. These services are essential for the successful implementation, integration, and ongoing management of cloud ITSM solutions. They include consulting services that help organizations understand their ITSM needs and design appropriate strategies; implementation services that ensure the smooth deployment of ITSM tools; integration services that enable seamless connectivity with existing IT infrastructure; and support services that provide continuous assistance and maintenance. These services are crucial for organizations to fully realize the benefits of cloud ITSM solutions, ensuring they are properly configured, utilized, and managed over time.

The segmentation into Solutions and Services highlights the dual approach needed to address the complex requirements of modern IT environments. Solutions provide the technological backbone, enabling automated and efficient IT service management, while Services ensure these solutions are effectively tailored and maintained to meet specific organizational needs. This comprehensive approach helps organizations enhance operational efficiency, improve user satisfaction, and maintain robust IT service management practices in a rapidly evolving digital landscape.

Global Cloud Information Technology Service Management (ITSM) Market, Segmentation by Deployment Mode

The Global Cloud Information Technology Service Management (ITSM) Market has been segmented by Deployment Mode into Public, Private, and Hybrid Cloud.

Public cloud ITSM solutions are characterized by their scalability, cost-effectiveness, and ease of access. These solutions are hosted on shared infrastructure provided by third-party vendors, making them ideal for small and medium-sized enterprises (SMEs) and organizations with limited IT budgets. Public cloud ITSM enables quick deployment and flexibility, allowing organizations to scale their IT services according to demand without significant capital investment in infrastructure. This model is particularly attractive for businesses seeking to leverage advanced ITSM capabilities without extensive upfront costs.

Private cloud ITSM, in contrast, offers enhanced security, control, and customization. These solutions are hosted on dedicated infrastructure, either on-premises or in a data center, ensuring that sensitive data and IT operations are kept within a controlled environment. Private cloud ITSM is often preferred by large enterprises and organizations in highly regulated industries, such as finance and healthcare, where data privacy and compliance are paramount. This deployment mode allows for tailored configurations and robust security measures, providing organizations with the confidence that their IT services are protected and aligned with regulatory requirements.

Hybrid cloud ITSM combines elements of both public and private clouds, offering a flexible and balanced approach to IT service management. This model allows organizations to manage workloads across both public and private environments, optimizing costs and performance. For instance, non-sensitive operations can be handled in the public cloud to take advantage of its scalability and cost benefits, while sensitive data and critical applications can be managed in the private cloud to ensure security and compliance. Hybrid cloud ITSM provides organizations with the agility to adapt to changing business needs and technological advancements, making it an increasingly popular choice among enterprises looking to optimize their IT infrastructure.

Global Cloud Information Technology Service Management (ITSM) Market, Segmentation by Geography

In this report, the Global Cloud Information Technology Service Management (ITSM) Market has been segmented by Geography into five regions; North America, Europe, Asia Pacific, Middle East and Africa and Latin America.

Global Cloud Information Technology Service Management (ITSM) Market Share (%), by Geographical Region, 2024

North America leads the market, driven by its advanced technological infrastructure, early adoption of cloud services, and the presence of major ITSM providers. The region's robust economy and strong focus on digital transformation initiatives have spurred widespread adoption of cloud ITSM solutions, particularly among large enterprises and government agencies seeking to enhance efficiency and service quality. Europe follows closely, characterized by a significant emphasis on regulatory compliance and data protection. The General Data Protection Regulation (GDPR) has heightened the focus on secure and compliant ITSM solutions, driving demand for private and hybrid cloud deployments. Countries such as the UK, Germany, and France are at the forefront of this trend, leveraging cloud ITSM to streamline operations and improve service delivery.

The Asia Pacific region is witnessing rapid growth, fueled by the increasing adoption of digital technologies, expanding IT sectors, and strong economic development. Countries like China, India, and Japan are leading the charge, with businesses in these nations investing heavily in cloud ITSM to support their digital transformation journeys. The region's burgeoning SME sector also plays a critical role, as these businesses seek cost-effective and scalable ITSM solutions to remain competitive in the global market. The Middle East and Africa (MEA) region is emerging as a promising market for cloud ITSM, driven by ongoing investments in digital infrastructure and smart city initiatives. Governments and enterprises in countries such as the UAE and South Africa are increasingly recognizing the benefits of cloud ITSM in enhancing service management capabilities and ensuring business continuity in the face of regional challenges.

Latin America is also showing significant potential, with growing awareness of cloud ITSM benefits and increasing investments in technology by both public and private sectors. Countries like Brazil and Mexico are leading the adoption, supported by initiatives to modernize IT infrastructure and improve service delivery across various industries.