Global Cloud ITSM Market Size Study & Forecast, by Organization Size (Small and Medium-sized Enterprises, Large Enterprises), by Deployment Model, by Service Type, and Regional Forecasts 2025-2035

Description

The Global Cloud ITSM Market is valued at approximately USD 14.03 billion in 2024 and is anticipated to expand at a CAGR of more than 15.3% during the forecast period 2025-2035. Cloud ITSM, or Cloud-based IT Service Management, represents a transformative approach to streamlining IT processes by deploying service management solutions on scalable, flexible cloud platforms rather than legacy, on-premises systems. This transition enables organizations to unify service operations, automate workflows, and ensure real-time visibility across their IT infrastructure. Rapid digital transformation initiatives, the growing complexity of hybrid IT environments, and increasing dependence on SaaS platforms are fueling widespread adoption. Furthermore, cost optimization imperatives and the push for greater agility have propelled enterprises toward cloud-based ITSM solutions as strategic enablers of operational resilience and innovation.

The global demand for cloud ITSM continues to escalate as enterprises reconfigure their IT frameworks to accommodate hybrid workforces, rising cyber risks, and regulatory mandates for data governance. A strong pivot toward artificial intelligence-driven automation, predictive analytics, and self-service capabilities is reshaping the market landscape, allowing organizations to anticipate service disruptions before they occur and to improve user experiences at scale. According to industry sources, enterprises that adopt AI-enabled ITSM platforms achieve more than a 25% reduction in incident resolution times. At the same time, the integration of ITSM with DevOps practices is accelerating deployment lifecycles while aligning IT objectives more closely with business outcomes. Despite this momentum, challenges remain: high initial implementation costs, concerns over vendor lock-in, and issues surrounding data security in multi-tenant cloud environments present barriers to adoption. Nonetheless, the proliferation of digital ecosystems and demand for seamless service delivery present lucrative opportunities for long-term growth.

The detailed segments and sub-segments included in the report are:

By Organization Size:

Small and Medium-sized Enterprises (SMEs)
Large Enterprises

By Deployment Model:

Public Cloud
Private Cloud

By Service Type:

IT Service Desk
IT Asset Management

By Region:

North America
U.S.
Canada
Europe
UK
Germany
France
Spain
Italy
Rest of Europe
Asia Pacific
China
India
Japan
Australia
South Korea
Rest of Asia Pacific
Latin America
Brazil
Mexico
Middle East & Africa
UAE
Saudi Arabia
South Africa
Rest of Middle East & Africa
Small and Medium-sized Enterprises (SMEs) are expected to dominate the Global Cloud ITSM Market during the forecast horizon, holding a substantial market share owing to their agility in adopting cloud-native solutions. SMEs are increasingly shifting away from resource-intensive, on-premises IT frameworks toward subscription-based cloud platforms that offer scalability, cost efficiency, and reduced administrative burdens. The need to modernize IT support functions while enabling employees with flexible, self-service digital tools has positioned SMEs at the forefront of market growth. Additionally, regulatory compliance pressures and the desire for faster incident resolution are driving SMEs to integrate advanced ITSM functionalities into their IT ecosystems. Although large enterprises account for significant spending, SMEs represent the most dynamic force propelling adoption across global markets.
Public Cloud deployment currently leads in revenue contribution, largely because of its widespread accessibility, low upfront investment, and flexibility to scale operations instantly. Organizations across diverse industries rely heavily on public cloud ITSM platforms to streamline operations without the need for heavy infrastructure maintenance. Public cloud models have gained favor due to their integration with multi-cloud ecosystems, enabling interoperability with leading SaaS applications and enterprise systems. However, the Private Cloud segment is projected to record significant growth during the forecast period, particularly among highly regulated industries such as BFSI, healthcare, and government. These sectors demand enhanced security, data sovereignty, and compliance-driven customization-factors that public cloud deployments cannot always fully address. Hence, while Public Cloud remains the present leader, Private Cloud adoption is steadily advancing, reflecting the market's nuanced balance between cost efficiency and control.
The key regions considered for the Global Cloud ITSM Market study include North America, Europe, Asia Pacific, Latin America, and Middle East & Africa. North America currently dominates the market with the largest revenue share, underpinned by the presence of major ITSM providers, high levels of digital maturity, and rapid adoption of cloud-first enterprise strategies. The U.S., in particular, remains a central hub for innovation in AI-powered ITSM platforms and cloud security solutions. Meanwhile, Asia Pacific is projected to be the fastest-growing region, fueled by surging investments in cloud infrastructure, government-backed digitalization programs, and the proliferation of SMEs in emerging economies such as India and China. Europe exhibits steady growth, shaped by strict compliance regulations such as GDPR, which drive enterprises to adopt ITSM platforms with built-in governance and security functionalities. Latin America and the Middle East & Africa are gaining traction gradually as enterprises in these regions increasingly adopt cloud ITSM solutions to address IT complexities, manage costs, and support expanding digital operations.

Major market players included in this report are:

ServiceNow Inc.
BMC Software, Inc.
Ivanti Software, Inc.
Hewlett Packard Enterprise Development LP
IBM Corporation
Broadcom Inc. (CA Technologies)
Axios Systems Ltd.
Micro Focus International plc
SysAid Technologies Ltd.
Cherwell Software, LLC
TOPdesk
ManageEngine (Zoho Corporation)
Alemba Ltd.
Freshworks Inc.
Atlassian Corporation Plc

Global Cloud ITSM Market Report Scope:

Historical Data - 2023, 2024
Base Year for Estimation - 2024
Forecast period - 2025-2035
Report Coverage - Revenue forecast, Company Ranking, Competitive Landscape, Growth factors, and Trends
Regional Scope - North America; Europe; Asia Pacific; Latin America; Middle East & Africa
Customization Scope - Free report customization (equivalent to up to 8 analysts' working hours) with purchase. Addition or alteration to country, regional & segment scope*

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values for the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within the countries involved in the study. The report also provides detailed information about crucial aspects, such as driving factors and challenges, which will define the future growth of the market. Additionally, it incorporates potential opportunities in micro-markets for stakeholders to invest, along with a detailed analysis of the competitive landscape and product offerings of key players. The detailed segments and sub-segments of the market are explained below:

Key Takeaways:

Market Estimates & Forecast for 10 years from 2025 to 2035.
Annualized revenues and regional-level analysis for each market segment.
Detailed analysis of the geographical landscape with country-level analysis of major regions.
Competitive landscape with information on major players in the market.
Analysis of key business strategies and recommendations on future market approach.
Analysis of the competitive structure of the market.
Demand side and supply side analysis of the market.

Chapter 1. Global Cloud ITSM Market Report Scope & Methodology

1.1. Research Objective
1.2. Research Methodology
- 1.2.1. Forecast Model
- 1.2.2. Desk Research
- 1.2.3. Top Down and Bottom-Up Approach
1.3. Research Attributes
1.4. Scope of the Study
- 1.4.1. Market Definition
- 1.4.2. Market Segmentation
1.5. Research Assumption
- 1.5.1. Inclusion & Exclusion
- 1.5.2. Limitations
- 1.5.3. Years Considered for the Study

Chapter 2. Executive Summary

2.1. CEO/CXO Standpoint
2.2. Strategic Insights
2.3. ESG Analysis
2.4. key Findings

Chapter 3. Global Cloud ITSM Market Forces Analysis

3.1. Market Forces Shaping The Global Cloud ITSM Market (2024-2035)
3.2. Drivers
- 3.2.1. Rapid digital transformation initiatives
- 3.2.2. growing complexity of hybrid IT environments
3.3. Restraints
- 3.3.1. high initial implementation costs
3.4. Opportunities
- 3.4.1. increasing dependence on SaaS platforms

Chapter 4. Global Cloud ITSM Industry Analysis

4.1. Porter's 5 Forces Model
- 4.1.1. Bargaining Power of Buyer
- 4.1.2. Bargaining Power of Supplier
- 4.1.3. Threat of New Entrants
- 4.1.4. Threat of Substitutes
- 4.1.5. Competitive Rivalry
4.2. Porter's 5 Force Forecast Model (2024-2035)
4.3. PESTEL Analysis
- 4.3.1. Political
- 4.3.2. Economical
- 4.3.3. Social
- 4.3.4. Technological
- 4.3.5. Environmental
- 4.3.6. Legal
4.4. Top Investment Opportunities
4.5. Top Winning Strategies (2025)
4.6. Market Share Analysis (2024-2025)
4.7. Global Pricing Analysis And Trends 2025
4.8. Analyst Recommendation & Conclusion

Chapter 5. Global Cloud ITSM Market Size & Forecasts by Organization Size 2025-2035

5.1. Market Overview
5.2. Global Cloud ITSM Market Performance - Potential Analysis (2025)
5.3. Small and Medium-sized Enterprises (SMEs)
- 5.3.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
- 5.3.2. Market size analysis, by region, 2025-2035
5.4. Large Enterprises
- 5.4.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
- 5.4.2. Market size analysis, by region, 2025-2035

Chapter 6. Global Cloud ITSM Market Size & Forecasts by Service Type 2025-2035

6.1. Market Overview
6.2. Global Cloud ITSM Market Performance - Potential Analysis (2025)
6.3. IT Service Desk
- 6.3.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
- 6.3.2. Market size analysis, by region, 2025-2035
6.4. IT Asset Management
- 6.4.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
- 6.4.2. Market size analysis, by region, 2025-2035

Chapter 7. Global Cloud ITSM Market Size & Forecasts by Deployment Model 2025-2035

7.1. Market Overview
7.2. Global Cloud ITSM Market Performance - Potential Analysis (2025)
7.3. Public Cloud
- 7.3.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
- 7.3.2. Market size analysis, by region, 2025-2035
7.4. Private Cloud
- 7.4.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
- 7.4.2. Market size analysis, by region, 2025-2035

Chapter 8. Global Cloud ITSM Market Size & Forecasts by Region 2025-2035

8.1. Growth Cloud ITSM Market, Regional Market Snapshot
8.2. Top Leading & Emerging Countries
8.3. North America Cloud ITSM Market
- 8.3.1. U.S. Cloud ITSM Market
  - 8.3.1.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.3.1.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.3.1.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.3.2. Canada Cloud ITSM Market
  - 8.3.2.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.3.2.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.3.2.3. Deployment model breakdown size & forecasts, 2025-2035
8.4. Europe Cloud ITSM Market
- 8.4.1. UK Cloud ITSM Market
  - 8.4.1.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.4.1.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.4.1.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.4.2. Germany Cloud ITSM Market
  - 8.4.2.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.4.2.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.4.2.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.4.3. France Cloud ITSM Market
  - 8.4.3.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.4.3.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.4.3.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.4.4. Spain Cloud ITSM Market
  - 8.4.4.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.4.4.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.4.4.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.4.5. Italy Cloud ITSM Market
  - 8.4.5.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.4.5.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.4.5.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.4.6. Rest of Europe Cloud ITSM Market
  - 8.4.6.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.4.6.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.4.6.3. Deployment model breakdown size & forecasts, 2025-2035
8.5. Asia Pacific Cloud ITSM Market
- 8.5.1. China Cloud ITSM Market
  - 8.5.1.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.5.1.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.5.1.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.5.2. India Cloud ITSM Market
  - 8.5.2.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.5.2.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.5.2.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.5.3. Japan Cloud ITSM Market
  - 8.5.3.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.5.3.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.5.3.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.5.4. Australia Cloud ITSM Market
  - 8.5.4.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.5.4.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.5.4.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.5.5. South Korea Cloud ITSM Market
  - 8.5.5.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.5.5.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.5.5.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.5.6. Rest of APAC Cloud ITSM Market
  - 8.5.6.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.5.6.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.5.6.3. Deployment model breakdown size & forecasts, 2025-2035
8.6. Latin America Cloud ITSM Market
- 8.6.1. Brazil Cloud ITSM Market
  - 8.6.1.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.6.1.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.6.1.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.6.2. Mexico Cloud ITSM Market
  - 8.6.2.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.6.2.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.6.2.3. Deployment model breakdown size & forecasts, 2025-2035
8.7. Middle East and Africa Cloud ITSM Market
- 8.7.1. UAE Cloud ITSM Market
  - 8.7.1.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.7.1.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.7.1.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.7.2. Saudi Arabia (KSA) Cloud ITSM Market
  - 8.7.2.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.7.2.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.7.2.3. Deployment model breakdown size & forecasts, 2025-2035
- 8.7.3. South Africa Cloud ITSM Market
  - 8.7.3.1. Organization Size breakdown size & forecasts, 2025-2035
  - 8.7.3.2. Service Type breakdown size & forecasts, 2025-2035
  - 8.7.3.3. Deployment model breakdown size & forecasts, 2025-2035

Chapter 9. Competitive Intelligence

9.1. Top Market Strategies
9.2. ServiceNow Inc.
- 9.2.1. Company Overview
- 9.2.2. Key Executives
- 9.2.3. Company Snapshot
- 9.2.4. Financial Performance (Subject to Data Availability)
- 9.2.5. Product/Services Port
- 9.2.6. Recent Development
- 9.2.7. Market Strategies
- 9.2.8. SWOT Analysis
9.3. BMC Software, Inc.
9.4. Ivanti Software, Inc.
9.5. Hewlett Packard Enterprise Development LP
9.6. IBM Corporation
9.7. Broadcom Inc. (CA Technologies)
9.8. Axios Systems Ltd.
9.9. Micro Focus International plc
9.10. SysAid Technologies Ltd.
9.11. Cherwell Software, LLC
9.12. TOPdesk
9.13. ManageEngine (Zoho Corporation)
9.14. Alemba Ltd.
9.15. Freshworks Inc.
9.16. Atlassian Corporation Plc