Table of Contents

1 Introduction (Page No. - 19)

1.1 Objectives of the Study

1.2 Market Definition

1.2.1 Inclusions and Exclusions

1.3 Market Scope

1.3.1 Market Segmentation

1.3.2 Regions Covered

1.4 Years Considered for the Study

1.5 Currency Considered

1.6 Stakeholders

2 Research Methodology (Page No. - 23)

2.1 Research Data

2.1.1 Secondary Data

2.1.2 Primary Data

2.1.2.1 Breakup of Primary Profiles

2.1.2.2 Key Industry Insights

2.2 Market Breakup and Data Triangulation

2.3 Market Size Estimation

2.3.1 Top-Down Approach

2.3.2 Bottom-Up Approach

2.4 Market Forecast

2.5 Assumptions for the Study

2.6 Limitations of the Study

3 Executive Summary (Page No. - 30)

4 Premium Insights (Page No. - 35)

4.1 Attractive Market Opportunities in the Cloud ITSM Market

4.2 Cloud ITSM Market, By Component (2019 Vs. 2024)

4.3 Market, By Solution (2019 Vs. 2024)

4.4 Market, By Organization Size (2019 Vs. 2024)

4.5 Market, By Vertical (2019 Vs. 2024)

4.6 Market Investment Scenario

5 Market Overview and Industry Trends (Page No. - 38)

5.1 Introduction

5.2 Market Dynamics

5.2.1 Drivers

5.2.1.1 Increasing Shift to Cloud-Based Technologies

5.2.1.2 Integration of Ai-Enabled Tools With ITSM Solutions

5.2.1.3 Benefits of Agile Implementation, Easy Deployment, and Opex Model

5.2.2 Restraints

5.2.2.1 Security and Privacy Concerns for Confidential Data and Business Processes

5.2.3 Opportunities

5.2.3.1 Growing Demand Among SMES

5.2.3.2 Widespread Adoption of Byod Trend and Increasing Mobile Workforce

5.2.4 Challenges

5.2.4.1 Lack of Standard Procedures and Integration Concerns With Traditional Architectures

5.3 Use Cases

5.3.1 Use Case 1: Government

5.3.2 Use Case 2: Information Technology

5.3.3 Use Case 3: Government

5.3.4 Use Case 4: Transportation

6 Cloud ITSM Market, By Component (Page No. - 44)

6.1 Introduction

6.2 Solutions

6.2.1 Need to Enhance Customer Experience Leading to Increase in Demand for Cloud ITSM Solutions

6.3 Services

6.3.1 Benefits of Simplified Implementation and Maximum Return on Investment Leading to Growth in Demand for Associated Cloud ITSM Services

7 Cloud ITSM Market, By Solution (Page No. - 48)

7.1 Introduction

7.2 Service Portfolio Management

7.2.1 Service Level Management

7.2.1.1 Aims to Negotiate Slas With Customers and Design Services in Accordance With the Agreed Service Level Targets

7.2.2 It Asset Management

7.2.2.1 Enables Organizations to Improve Infrastructure Efficiency and Performance, and Minimize Overhead Expenses

7.2.3 Financial Management

7.2.3.1 Improves Decision-Making, Financial Compliance, and Control

7.3 Configuration and Change Management

7.3.1 Configuration Management

7.3.1.1 Streamlines the Operations Between Different Components of the Systems

7.3.2 Change and Release Management

7.3.2.1 Ensures Standardized Methods are Used for Efficient Handling of All Changes to Control It Infrastructure

7.4 Service Desk Software

7.4.1 Event and Incident Management

7.4.1.1 Detects and Analyzes Events to Determine the ApproPRIAte Process for Dealing With the Events and Incidents

7.4.2 Problem Management

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

7.4.3 Access Management

7.4.3.1 Protects the Confidentiality, Integrity, and Availability of Data and Intellectual Property of an Organization

7.4.4 Request Fulfilment and Self-Service Solutions

7.4.4.1 Aims to Provide Quick and Effective Access to Standard Services to Users

7.5 Operations and Performance Management

7.5.1 Availability Management

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

7.5.2 Performance Monitoring and It Operations Management

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

7.5.3 Workload Automation

7.5.3.1 Workload Automation Solution are Gaining Importance as the Enabler of Today�s Mobile-Driven ITSM

7.6 Dashboard Reporting and Analytics

7.6.1 Need for Improving Return on Investment and Achieving Wholistic View of Systems to Drive the Demand for Dashboard Reporting and Analytics

8 Cloud ITSM Market, By Service (Page No. - 57)

8.1 Introduction

8.2 Managed Services

8.2.1 Focus on Core Business Functions to Drive the Adoption of Managed Services in Coming Years

8.3 Professional Services

8.3.1 Need for Professional Services to Grow as They Facilitate Better Implementation of Cloud ITSM and Improve Return on Investment

9 Cloud ITSM Market, By Organization Size (Page No. - 61)

9.1 Introduction

9.2 Small and Medium-Sized Enterprises

9.2.1 Reduced Cost of Implementation With Flexible Pricing Models Leading to Higher Adoption of Cloud ITSM in Small and Medium-Sized Enterprises

9.3 Large Enterprises

9.3.1 Need to Improve Customer Experience and Expand User Base Leading to Surge in the Adoption of Cloud ITSM Among Large Enterprises

10 Cloud ITSM Market, By Vertical (Page No. - 65)

10.1 Introduction

10.2 Banking, Financial Services, and Insurance

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

10.3 Government and Public Sector

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

10.4 Healthcare and Life Sciences

10.4.1 Need to Automate and Improve Complex Healthcare Services to Drive the Demand for Cloud ITSM Solutions in the Vertical

10.5 Telecommunications

10.5.1 Need for End-To-End Service Level Monitoring to Drive the Growth of Cloud ITSM Solutions in the Telecommunications Vertical

10.6 It and Ites

10.6.1 IT and ITes Enterprises� Focus on Enhancing Customer Experience Leading to Increase in the Demand for Cloud ITSM

10.7 Manufacturing

10.7.1 Rising Need to Streamline Product Manufacturing and Delivery Processes to Drive the Adoption of Cloud ITSM Solutions in the Vertical

10.8 Media and Entertainment

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

10.9 Retail and Consumer Goods

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

10.10 Travel and Hospitality

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

10.11 Others

11 Cloud ITSM Market, By Region (Page No. - 77)

11.1 Introduction

11.2 North America

11.2.1 United States

11.2.1.1 Increasing Need for Enterprises to Automate It Operations to Drive the Adoption of Cloud ITSM in the United States

11.2.2 Canada

11.2.2.1 Deployment of Cloud ITSM Solutions to Get Actionable Insights Fueling the Market Growth in Canada

11.3 Europe

11.3.1 United Kingdom

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

11.3.2 Germany

11.3.2.1 Need to Improve It Service Deliverability With the Holistic ITSM Approach to Propel the Market Growth in Germany

11.3.3 France

11.3.3.1 Increasing Focus of Organizations to Build an Effective ITSM Automation Strategy to Propel the Market Growth in France

11.3.4 Italy

11.3.4.1 Agile and Cost-Effective Cloud ITSM Offerings Present in the Market to Drive the Demand Among Enterprises in Italy

11.3.5 Spain

11.3.5.1 Growing Awareness About Cloud ITSM Offerings Among Different Verticals to Boost the Market Growth

11.3.6 Rest of Europe

11.4 Asia Pacific

11.4.1 China

11.4.1.1 High IT Spending and Stable Government Support for Implementing the Latest Technologies to Drive the Market Growth in China

11.4.2 Japan

11.4.2.1 Growing Interest of Organizations Toward Implementing Cloud Technology-Based Solutions to Fuel the Cloud ITSM Market Growth in Japan

11.4.3 Australia

11.4.3.1 Need to Deliver Consistent Customer Service Experience to Drive the Adoption of Cloud ITSM Solutions in Australia

11.4.4 Singapore

11.4.4.1 Strong Adoption of Cloud Services in the Country to Assist in the Adoption of Saas ITSM Solutions

11.4.5 India

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

11.4.6 Rest of Asia Pacific

11.5 Middle East and Africa

11.5.1 Saudi Arabia

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

11.5.2 United Arab Emirates

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

11.5.3 Qatar

11.5.3.1 Increasing Presence of Global Vendors in the Country and Improving It Infrastructure to Drive the Growth in Qatar

11.5.4 South Africa

11.5.4.1 Demand From Organizations to Focus on Core Business Activities to Propel the Growth of Cloud ITSM Solutions in South Africa

11.5.5 Rest of Middle East and Africa

11.6 Latin America

11.6.1 Brazil

11.6.1.1 Increasing Awareness of Organizations for Cloud ITSM Solutions to Improve Service Operations to Drive the Market Growth in Brazil

11.6.2 Mexico

11.6.2.1 Increased Productivity of It Support Teams By Using ITSM Solutions to Boost the Market Growth in Mexico

11.6.3 Rest of Latin America

12 Competitive Landscape (Page No. - 116)

12.1 Introduction

12.2 Competitive Scenario

12.2.1 New Product Launches

12.2.2 Partnerships

12.2.3 Acquisitions

12.2.4 Expansions

12.3 Competitive Leader Mapping

12.3.1 Visionary Leaders

12.3.2 Innovators

12.3.3 Dynamic Differentiators

12.3.4 Emerging Companies

13 Company Profiles (Page No. - 121)

13.1 Introduction

(Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*

13.2 ServiceNow

13.3 BMC Software

13.4 Cherwell Software

13.5 CA Technologies

13.6 HPE

13.7 IBM

13.8 Axios Systems

13.9 Ivanti

13.10 Citrix Systems

13.11 Hornbill

13.12 Microsoft

13.13 EasyVista

13.14 Micro Focus

13.15 Atlassian

13.16 Alemba

13.17 SysAid

13.18 Freshworks

13.19 LogMein

13.20 ManageEngine

13.21 Efecte

*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 (Page No. - 151)

14.1 Insights of Industry Experts

14.2 Discussion Guide

14.3 Knowledge Store: Marketsandmarkets� Subscription Portal

14.4 Available Customizations

14.5 Related Reports

14.6 Author Details



List of Tables (107 Tables)

Table 1 United States Dollar Exchange Rate, 2016�2018

Table 2 Factor Analysis

Table 3 Cloud ITSM Market Size, By Component, 2017�2024 (USD Million)

Table 4 Solutions: Market Size, By Region, 2017�2024 (USD Million)

Table 5 Services: Market Size, By Region, 2017�2024 (USD Million)

Table 6 Cloud ITSM Market Size, By Solution, 2017�2024 (USD Million)

Table 7 Service Portfolio Management: Market Size, By Region, 2017�2024 (USD Million)

Table 8 Configuration and Change Management: Market Size, By Region, 2017�2024 (USD Million)

Table 9 Service Desk Software: Market Size, By Region, 2017�2024 (USD Million)

Table 10 Operations and Performance Management: Market Size, By Region, 2017�2024 (USD Million)

Table 11 Dashboard Reporting and Analytics: Market Size, By Region, 2017�2024 (USD Million)

Table 12 Cloud ITSM Market Size, By Service, 2017�2024 (USD Million)

Table 13 Managed Services: Market Size, By Region, 2017�2024 (USD Million)

Table 14 Professional Services: Market Size, By Region, 2017�2024 (USD Million)

Table 15 Cloud ITSM Market Size, By Organization Size, 2017�2024 (USD Million)

Table 16 Small and Medium-Sized Enterprises: Market Size, By Region, 2017�2024 (USD Million)

Table 17 Large Enterprises: Market Size, By Region, 2017�2024 (USD Million)

Table 18 Cloud ITSM Market Size, By Vertical, 2017�2024 (USD Million)

Table 19 Banking, Financial Services, and Insurance: Market Size, By Region, 2017�2024 (USD Million)

Table 20 Government and Public Sector: Market Size, By Region, 2017�2024 (USD Million)

Table 21 Healthcare and Life Sciences: Market Size, By Region, 2017�2024 (USD Million)

Table 22 Telecommunications: Market Size, By Region, 2017�2024 (USD Million)

Table 23 IT and ITES: Market Size, By Region, 2017�2024 (USD Million)

Table 24 Manufacturing: Market Size, By Region, 2017�2024 (USD Million)

Table 25 Media and Entertainment: Market Size, By Region, 2017�2024 (USD Million)

Table 26 Retail and Consumer Goods: Market Size, By Region, 2017�2024 (USD Million)

Table 27 Travel and Hospitality: Market Size, By Region, 2017�2024 (USD Million)

Table 28 Others: Market Size, By Region, 2017�2024 (USD Million)

Table 29 Cloud ITSM Market Size, By Region, 2017�2024 (USD Million)

Table 30 North America: Market Size, By Component, 2017�2024 (USD Million)

Table 31 North America: Market Size, By Solution, 2017�2024 (USD Million)

Table 32 North America: Market Size, By Service, 2017�2024 (USD Million)

Table 33 North America: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 34 North America: Market Size, By Vertical, 2017�2024 (USD Million)

Table 35 North America: Market Size, By Country, 2017�2024 (USD Million)

Table 36 United States: Market Size, By Component, 2017�2024 (USD Million)

Table 37 Unites States: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 38 Canada: Cloud ITSM Market Size, By Component, 2017�2024 (USD Million)

Table 39 Canada: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 40 Europe: Market Size, By Component, 2017�2024 (USD Million)

Table 41 Europe: Market Size, By Solution, 2017�2024 (USD Million)

Table 42 Europe: Market Size, By Service, 2017�2024 (USD Million)

Table 43 Europe: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 44 Europe: Cloud ITSM Market Size, By Vertical, 2017�2024 (USD Million)

Table 45 Europe: Market Size, By Country, 2017�2024 (USD Million)

Table 46 United Kingdom: Market Size, By Component, 2017�2024 (USD Million)

Table 47 United Kingdom: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 48 Germany: Market Size, By Component, 2017�2024 (USD Million)

Table 49 Germany: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 50 France: Market Size, By Component, 2017�2024 (USD Million)

Table 51 France: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 52 Italy: Cloud ITSM Market Size, By Component, 2017�2024 (USD Million)

Table 53 Italy: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 54 Spain: Market Size, By Component, 2017�2024 (USD Million)

Table 55 Spain: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 56 Rest of Europe: Market Size, By Component, 2017�2024 (USD Million)

Table 57 Rest of Europe: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 58 Asia Pacific: Cloud ITSM Market Size, By Component, 2017�2024 (USD Million)

Table 59 Asia Pacific: Market Size, By Solution, 2017�2024 (USD Million)

Table 60 Asia Pacific: Market Size, By Service, 2017�2024 (USD Million)

Table 61 Asia Pacific: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 62 Asia Pacific: Market Size, By Vertical, 2017�2024 (USD Million)

Table 63 Asia Pacific: Market Size, By Country, 2017�2024 (USD Million)

Table 64 China: Cloud ITSM Market Size, By Component, 2017�2024 (USD Million)

Table 65 China: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 66 Japan: Market Size, By Component, 2017�2024 (USD Million)

Table 67 Japan: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 68 Australia: Market Size, By Component, 2017�2024 (USD Million)

Table 69 Australia: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 70 Singapore: Market Size, By Component, 2017�2024 (USD Million)

Table 71 Singapore: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 72 India: Cloud ITSM Market Size, By Component, 2017�2024 (USD Million)

Table 73 India: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 74 Rest of Asia Pacific: Market Size, By Component, 2017�2024 (USD Million)

Table 75 Rest of Asia Pacific: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 76 Middle East and Africa: Market Size, By Component, 2017�2024 (USD Million)

Table 77 Middle East and Africa: Market Size, By Solution, 2017�2024 (USD Million)

Table 78 Middle East and Africa: Market Size, By Service, 2017�2024 (USD Million)

Table 79 Middle East and Africa: Cloud ITSM Market Size, By Organization Size, 2017�2024 (USD Million)

Table 80 Middle East and Africa: Market Size, By Vertical, 2017�2024 (USD Million)

Table 81 Middle East and Africa: Market Size, By Country, 2017�2024 (USD Million)

Table 82 Saudi Arabia: Market Size, By Component, 2017�2024 (USD Million)

Table 83 Saudi Arabia: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 84 United Arab Emirates: Cloud ITSM Market Size, By Component, 2017�2024 (USD Million)

Table 85 United Arab Emirates: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 86 Qatar: Market Size, By Component, 2017�2024 (USD Million)

Table 87 Qatar: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 88 South Africa: Market Size, By Component, 2017�2024 (USD Million)

Table 89 South Africa: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 90 Rest of Middle East and Africa: Market Size, By Component, 2017�2024 (USD Million)

Table 91 Rest of Middle East and Africa: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 92 Latin America: Market Size, By Component, 2017�2024 (USD Million)

Table 93 Latin America: Market Size, By Solution, 2017�2024 (USD Million)

Table 94 Latin America: Market Size, By Service, 2017�2024 (USD Million)

Table 95 Latin America: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 96 Latin America: Market Size, By Vertical, 2017�2024 (USD Million)

Table 97 Latin America: Cloud ITSM Market Size, By Country, 2017�2024 (USD Million)

Table 98 Brazil: Market Size, By Component, 2017�2024 (USD Million)

Table 99 Brazil: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 100 Mexico: Market Size, By Component, 2017�2024 (USD Million)

Table 101 Mexico: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 102 Rest of Latin America: Market Size, By Component, 2017�2024 (USD Million)

Table 103 Rest of Latin America: Market Size, By Organization Size, 2017�2024 (USD Million)

Table 104 New Product Launches, 2018�2019

Table 105 Partnerships, 2019

Table 106 Acquisitions, 2018

Table 107 Expansions, 2018�2019

ITSM



List of Figures (37 Figures)



Figure 1 Global Cloud ITSM Market: Research Design

Figure 2 Market: Top-Down and Bottom-Up Approaches

Figure 3 Cloud ITSM Market Snapshot, 2017�2024

Figure 4 Cloud ITSM Segments With the Highest Growth Rates During the Forecast Period

Figure 5 Solutions Segment to Account for a Larger Market Size During the Forecast Period

Figure 6 Operations and Performance Management Segment to Hold the Largest Market Size Among Solutions During the Forecast Period

Figure 7 Large Enterprises Segment to Hold a Larger Market Size During the Forecast Period

Figure 8 IT and ITes Segment to Have the Largest Market Size Among Verticals By 2024

Figure 9 North America to Account for the Largest Market Share in 2019

Figure 10 Focus on Improving Customer Experience and Simplifying It Operations Workflow to Drive the Adoption of Cloud ITSM Market

Figure 11 Solutions Segment to Account for a Higher Market Share During the Forecast Period

Figure 12 Operations and Performance Management Segment to Account for the Highest Market Share During the Forecast Period

Figure 13 Large Enterprises Segment to Account for a Higher Market Share During the Forecast Period

Figure 14 Banking, Financial Services, and Insurance Segment to Have One of the Highest Market Shares Among Verticals During the Forecast Period

Figure 15 Asia Pacific to Emerge as the Best Market for Investments in the Next 5 Years

Figure 16 Drivers, Restraints, Opportunities, and Challenges: Cloud ITSM Market

Figure 17 Services Segment to Grow at a Higher Rate During the Forecast Period

Figure 18 Service Desk Software Segment to Grow at the Highest Rate During the Forecast Period

Figure 19 Managed Services Segment to Grow at a Higher Rate During the Forecast Period

Figure 20 Small and Medium-Sized Enterprises Segment to Grow at a Higher Rate During the Forecast Period

Figure 21 Retail and Consumer Goods Vertical to Grow at the Highest Rate During the Forecast Period

Figure 22 Asia Pacific to Grow at the Highest Rate During the Forecast Period

Figure 23 North America: Market Snapshot

Figure 24 Asia Pacific: Market Snapshot

Figure 25 Key Developments By Leading Players in the Cloud ITSM Market During 2017�2019

Figure 26 Global Cloud ITSM Market (Global) Competitive Leadership Mapping, 2019

Figure 27 ServiceNow: Company Snapshot

Figure 28 ServiceNow: SWOT Analysis

Figure 29 BMC Software: SWOT Analysis

Figure 30 Cherwell Software: SWOT Analysis

Figure 31 CA Technologies: Company Snapshot

Figure 32 CA Technologies: SWOT Analysis

Figure 33 HPE: Company Snapshot

Figure 34 HPE: SWOT Analysis

Figure 35 IBM: Company Snapshot

Figure 36 IBM: SWOT Analysis

Figure 37 Citrix Systems: Company Snapshot