Table of Content

1 INTRODUCTION 23
1.1 INTRODUCTION TO COVID-19 23
1.2 COVID-19 HEALTH ASSESSMENT 23
FIGURE 1 COVID-19: GLOBAL PROPAGATION 23
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 24
1.3 COVID-19 ECONOMIC ASSESSMENT 25
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020 25
1.3.1 COVID-19 ECONOMIC IMPACT?SCENARIO ASSESSMENT 26
FIGURE 4 FACTORS IMPACTING GLOBAL ECONOMY 26
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY 27
1.4 OBJECTIVES OF THE STUDY 28
1.5 MARKET DEFINITION 28
1.5.1 INCLUSIONS AND EXCLUSIONS 29
1.6 MARKET SCOPE 29
1.6.1 MARKET SEGMENTATION 30
1.6.2 REGIONS COVERED 30
1.6.3 YEARS CONSIDERED FOR THE STUDY 31
1.7 CURRENCY CONSIDERED 31
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2017–2019 31
1.8 STAKEHOLDERS 31
1.9 SUMMARY OF CHANGES 32

2 RESEARCH METHODOLOGY 33
2.1 RESEARCH DATA 33
FIGURE 6 CLOUD ITSM MARKET: RESEARCH DESIGN 33
2.1.1 SECONDARY DATA 34
2.1.2 PRIMARY DATA 34
2.1.2.1 Breakup of primary profiles 35
FIGURE 7 BREAKUP OF PRIMARY INTERVIEWS: BY COMPANY TYPE, DESIGNATION, AND REGION 35
2.1.2.2 Key industry insights 35
2.2 DATA TRIANGULATION 36
2.3 MARKET SIZE ESTIMATION 37
FIGURE 8 CLOUD ITSM MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 37
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY SIDE): REVENUES OF SOLUTIONS AND SERVICES FROM VENDORS 38
FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (SUPPLY SIDE): REVENUE GENERATED BY SALE OF CLOUD ITSM SOLUTION/ SERVICE OFFERINGS IN MARKET 38
FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2 (DEMAND SIDE): REVENUE GENERATED FROM VERTICALS 39
2.4 MARKET FORECAST 40
TABLE 2 FACTOR ANALYSIS 40
2.5 RESEARCH ASSUMPTIONS 41
2.6 LIMITATIONS OF THE STUDY 42

3 EXECUTIVE SUMMARY 43
FIGURE 12 CLOUD ITSM MARKET: GLOBAL SNAPSHOT 43
FIGURE 13 TOP-GROWING SEGMENTS IN CLOUD ITSM MARKET 44
FIGURE 14 OPERATIONS AND PERFORMANCE MANAGEMENT SEGMENT TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD 45
FIGURE 15 LARGE ENTERPRISES SEGMENT TO HOLD LARGER MARKET SIZE DURING FORECAST PERIOD 45
FIGURE 16 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD 46
FIGURE 17 CLOUD ITSM MARKET: REGIONAL SNAPSHOT 47

4 PREMIUM INSIGHTS 48
4.1 ATTRACTIVE GROWTH OPPORTUNITIES IN CLOUD ITSM MARKET 48
FIGURE 18 FOCUS ON IMPROVING CUSTOMER EXPERIENCE AND SIMPLIFYING IT OPERATIONS WORKFLOW TO DRIVE ADOPTION OF CLOUD ITSM MARKET 48
4.2 CLOUD ITSM MARKET, BY SOLUTION, 2020 VS. 2025 48
FIGURE 19 SERVICE PORTFOLIO MANAGEMENT SEGMENT TO HOLD LARGEST MARKET SHARE DURING 2020–2025 48
4.3 CLOUD ITSM MARKET, BY ORGANIZATION SIZE, 2020 VS. 2025 49
FIGURE 20 LARGE ENTERPRISES SEGMENT TO HOLD LARGER MARKET SHARE DURING 2020–2025 49
4.4 CLOUD ITSM MARKET, BY VERTICAL, 2020 VS. 2025 49
FIGURE 21 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL TO HOLD LARGEST MARKET SHARE DURING 2020–2025 49
4.5 CLOUD ITSM MARKET: REGIONAL SCENARIO, 2020–2025 50
FIGURE 22 ASIA PACIFIC TO EMERGE AS BEST MARKET FOR INVESTMENTS IN NEXT FIVE YEARS 50

5 MARKET OVERVIEW AND INDUSTRY TRENDS 51
5.1 INTRODUCTION 51
FIGURE 23 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CLOUD ITSM MARKET 51
5.1.1 DRIVERS 52
5.1.1.1 COVID-19?a catalyst to accelerate adoption of cloud-based ITSM solutions and services 52
5.1.1.2 Increasing shift to cloud-based technologies 52
5.1.1.3 Benefits of agile implementation, easy deployment, and OPEX model 52
5.1.2 RESTRAINTS 53
5.1.2.1 Security and privacy concerns for confidential data and business processes 53
5.1.3 OPPORTUNITIES 53
5.1.3.1 Growing demand among small and medium-sized enterprises 53
5.1.3.2 Widespread adoption of BYOD trend and increasing mobile workforce 53
5.1.4 CHALLENGES 54
5.1.4.1 Lack of standard procedures and integration concerns with traditional architectures 54
5.2 COVID-19-DRIVEN MARKET DYNAMICS 54
5.2.1 DRIVERS AND OPPORTUNITIES 54
5.2.2 RESTRAINTS AND CHALLENGES 55
5.3 CASE STUDY ANALYSIS 56
5.3.1 CASE STUDY 1: STREAMLINING IT PROCESSES 56
5.3.2 CASE STUDY 2: REDUCING IT COSTS WITH DIGITAL TRANSFORMATION 56
5.3.3 CASE STUDY 3: IMPROVING SUPPORT PROCESSES ACROSS THE BUSINESS 57
5.4 ECOSYSTEM 58
FIGURE 24 ECOSYSTEM: CLOUD ITSM MARKET 58
5.5 TECHNOLOGY ANALYSIS 58
5.5.1 ARTIFICIAL INTELLIGENCE 58
5.5.2 ANALYTICS 59
5.6 PRICING ANALYSIS 59
TABLE 3 PRICING ANALYSIS: CLOUD ITSM VENDORS 59
5.7 PATENT ANALYSIS 60

6 CLOUD ITSM MARKET, BY COMPONENT 61
6.1 INTRODUCTION 62
FIGURE 25 SOLUTIONS SEGMENT TO HOLD LARGER MARKET SIZE IN 2020 62
6.1.1 COMPONENTS: CLOUD ITSM MARKET DRIVERS 62
6.1.2 COMPONENTS: COVID-19 IMPACT 62
TABLE 4 CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 63
TABLE 5 CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 63
6.2 SOLUTIONS 63
TABLE 6 SOLUTIONS: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 64
TABLE 7 SOLUTIONS: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 64
TABLE 8 CLOUD ITSM MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION) 64
TABLE 9 CLOUD ITSM MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 65
6.2.1 SERVICE PORTFOLIO MANAGEMENT 65
6.2.1.1 Service level management 65
6.2.1.2 IT asset management 65
6.2.1.3 Financial management 66
TABLE 10 SERVICE PORTFOLIO MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 66
TABLE 11 SERVICE PORTFOLIO MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 66
6.2.2 CONFIGURATION AND CHANGE MANAGEMENT 66
6.2.2.1 Configuration management 67
6.2.2.2 Change and release management 67
TABLE 12 CONFIGURATION AND CHANGE MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 67
TABLE 13 CONFIGURATION AND CHANGE MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 67
6.2.3 SERVICE DESK SOFTWARE 68
6.2.3.1 Event and incident management 68
6.2.3.2 Problem management 68
6.2.3.3 Access management 68
6.2.3.4 Request fulfillment and self-service solutions 68
TABLE 14 SERVICE DESK SOFTWARE: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 69
TABLE 15 SERVICE DESK SOFTWARE: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 69
6.2.4 OPERATIONS AND PERFORMANCE MANAGEMENT 69
6.2.4.1 Availability management 69
6.2.4.2 Performance monitoring and IT operations management 70
6.2.4.3 Workload automation 70
TABLE 16 OPERATIONS AND PERFORMANCE MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 70
TABLE 17 OPERATIONS AND PERFORMANCE MANAGEMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 70
6.2.5 DASHBOARD, REPORTING, AND ANALYTICS 71
TABLE 18 DASHBOARD, REPORTING, AND ANALYTICS: CLOUD ITSM MARKET SIZE,
BY REGION, 2016–2019 (USD MILLION) 71
TABLE 19 DASHBOARD, REPORTING, AND ANALYTICS: CLOUD ITSM MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION) 71
6.3 SERVICES 72
6.3.1 MANAGED SERVICES 72
6.3.2 PROFESSIONAL SERVICES 72
TABLE 20 SERVICES: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 72
TABLE 21 SERVICES: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 73
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7 CLOUD ITSM MARKET, BY ORGANIZATION SIZE 74
7.1 INTRODUCTION 75
FIGURE 26 LARGE ENTERPRISES SEGMENT TO HOLD LARGER MARKET SIZE IN 2020 75
7.1.1 ORGANIZATION SIZE: CLOUD ITSM MARKET DRIVERS 75
7.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 75
TABLE 22 CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 76
TABLE 23 CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 76
7.2 LARGE ENTERPRISES 76
TABLE 24 LARGE ENTERPRISES: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 77
TABLE 25 LARGE ENTERPRISES: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 77
7.3 SMALL AND MEDIUM-SIZED ENTERPRISES 77
TABLE 26 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 78
TABLE 27 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 78
8 CLOUD ITSM MARKET, BY VERTICAL 79
8.1 INTRODUCTION 80
FIGURE 27 BANKING FINANCIAL SERVICES AND INSURANCE VERTICAL TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 80
8.1.1 VERTICALS: CLOUD ITSM MARKET DRIVERS 80
8.1.2 VERTICALS: COVID-19 IMPACT 81
TABLE 28 CLOUD ITSM MARKET SIZE, BY VERTICAL, 2016–2019 (USD MILLION) 81
TABLE 29 CLOUD ITSM MARKET SIZE, BY VERTICAL, 2020–2025 (USD MILLION) 82
8.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 82
TABLE 30 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 83
TABLE 31 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 83
TABLE 32 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 83
TABLE 33 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 84
TABLE 34 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 84
TABLE 35 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 84
8.3 TELECOMMUNICATIONS 84
TABLE 36 TELECOMMUNICATIONS: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 85
TABLE 37 TELECOMMUNICATIONS: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 85
TABLE 38 TELECOMMUNICATIONS: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 85
TABLE 39 TELECOMMUNICATIONS: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 86
TABLE 40 TELECOMMUNICATIONS: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 86
TABLE 41 TELECOMMUNICATIONS: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 86
8.4 IT AND ITES 86
TABLE 42 IT AND ITES: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 87
TABLE 43 IT AND ITES: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 87
TABLE 44 IT AND ITES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 87
TABLE 45 IT AND ITES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 88
TABLE 46 IT AND ITES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 88
TABLE 47 IT AND ITES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 88
8.5 GOVERNMENT AND PUBLIC SECTOR 88
TABLE 48 GOVERNMENT AND PUBLIC SECTOR: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 89
TABLE 49 GOVERNMENT AND PUBLIC SECTOR: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 89
TABLE 50 GOVERNMENT AND PUBLIC SECTOR: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 89
TABLE 51 GOVERNMENT AND PUBLIC SECTOR: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 90
TABLE 52 GOVERNMENT AND PUBLIC SECTOR: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 90
TABLE 53 GOVERNMENT AND PUBLIC SECTOR: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 90
8.6 RETAIL AND CONSUMER GOODS 90
TABLE 54 RETAIL AND CONSUMER GOODS: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 91
TABLE 55 RETAIL AND CONSUMER GOODS: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 91
TABLE 56 RETAIL AND CONSUMER GOODS: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 91
TABLE 57 RETAIL AND CONSUMER GOODS: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 92
TABLE 58 RETAIL AND CONSUMER GOODS: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 92
TABLE 59 RETAIL AND CONSUMER GOODS: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 92
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8.7 MANUFACTURING 92
TABLE 60 MANUFACTURING: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 93
TABLE 61 MANUFACTURING: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 93
TABLE 62 MANUFACTURING: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 93
TABLE 63 MANUFACTURING: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 94
TABLE 64 MANUFACTURING: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 94
TABLE 65 MANUFACTURING: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 94
8.8 ENERGY AND UTILITIES 94
TABLE 66 ENERGY AND UTILITIES: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 95
TABLE 67 ENERGY AND UTILITIES: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 95
TABLE 68 ENERGY AND UTILITIES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 95
TABLE 69 ENERGY AND UTILITIES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 96
TABLE 70 ENERGY AND UTILITIES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 96
TABLE 71 ENERGY AND UTILITIES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 96
8.9 MEDIA AND ENTERTAINMENT 96
TABLE 72 MEDIA AND ENTERTAINMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 97
TABLE 73 MEDIA AND ENTERTAINMENT: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 97
TABLE 74 MEDIA AND ENTERTAINMENT: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 97
TABLE 75 MEDIA AND ENTERTAINMENT: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 98
TABLE 76 MEDIA AND ENTERTAINMENT: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 98
TABLE 77 MEDIA AND ENTERTAINMENT: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 98
8.10 HEALTHCARE AND LIFE SCIENCES 98
TABLE 78 HEALTHCARE AND LIFE SCIENCES: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 99
TABLE 79 HEALTHCARE AND LIFE SCIENCES: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 99
TABLE 80 HEALTHCARE AND LIFE SCIENCES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 99
TABLE 81 HEALTHCARE AND LIFE SCIENCES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 100
TABLE 82 HEALTHCARE AND LIFE SCIENCES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 100
TABLE 83 HEALTHCARE AND LIFE SCIENCES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 100
8.11 OTHER VERTICALS 100
TABLE 84 OTHER VERTICALS: CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 101
TABLE 85 OTHER VERTICALS: CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 101
TABLE 86 OTHER VERTICALS: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 101
TABLE 87 OTHER VERTICALS: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 101
TABLE 88 OTHER VERTICALS: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 102
TABLE 89 OTHER VERTICALS: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 102

9 CLOUD ITSM MARKET, BY REGION 103
9.1 INTRODUCTION 104
FIGURE 28 NORTH AMERICA TO HOLD LARGEST MARKET SIZE DURING FORECAST PERIOD 104
TABLE 90 CLOUD ITSM MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 105
TABLE 91 CLOUD ITSM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 105
9.2 NORTH AMERICA 105
9.2.1 NORTH AMERICA: CLOUD ITSM MARKET DRIVERS 106
9.2.2 NORTH AMERICA: COVID-19 IMPACT 106
9.2.3 NORTH AMERICA: REGULATIONS 106
FIGURE 29 NORTH AMERICA: MARKET SNAPSHOT 107
TABLE 92 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 108
TABLE 93 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 108
TABLE 94 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION) 108
TABLE 95 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 108
TABLE 96 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 109
TABLE 97 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 109
TABLE 98 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2016–2019 (USD MILLION) 109
TABLE 99 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2020–2025 (USD MILLION) 110
TABLE 100 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION) 110
TABLE 101 NORTH AMERICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 110
9.2.4 UNITED STATES 111
TABLE 102 UNITED STATES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 111
TABLE 103 UNITED STATES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 111
TABLE 104 UNITED STATES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 111
TABLE 105 UNITED STATES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 112
9.2.5 CANADA 112
TABLE 106 CANADA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 112
TABLE 107 CANADA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 112
TABLE 108 CANADA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 113
TABLE 109 CANADA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 113
9.3 EUROPE 113
9.3.1 EUROPE: CLOUD ITSM MARKET DRIVERS 113
9.3.2 EUROPE: COVID-19 IMPACT 114
9.3.3 EUROPE: REGULATIONS 114
TABLE 110 EUROPE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 114
TABLE 111 EUROPE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 115
TABLE 112 EUROPE: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION) 115
TABLE 113 EUROPE: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 115
TABLE 114 EUROPE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 116
TABLE 115 EUROPE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 116
TABLE 116 EUROPE: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2016–2019 (USD MILLION) 116
TABLE 117 EUROPE: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2020–2025 (USD MILLION) 117
TABLE 118 EUROPE: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION) 117
TABLE 119 EUROPE: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 117
_
9.3.4 UNITED KINGDOM 118
TABLE 120 UNITED KINGDOM: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 118
TABLE 121 UNITED KINGDOM: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 118
TABLE 122 UNITED KINGDOM: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 118
TABLE 123 UNITED KINGDOM: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 119
9.3.5 GERMANY 119
TABLE 124 GERMANY: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 119
TABLE 125 GERMANY: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 119
TABLE 126 GERMANY: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 120
TABLE 127 GERMANY: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 120
9.3.6 FRANCE 120
TABLE 128 FRANCE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 120
TABLE 129 FRANCE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 121
TABLE 130 FRANCE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 121
TABLE 131 FRANCE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 121
9.3.7 REST OF EUROPE 121
TABLE 132 REST OF EUROPE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 122
TABLE 133 REST OF EUROPE: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 122
TABLE 134 REST OF EUROPE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 122
TABLE 135 REST OF EUROPE: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 122
9.4 ASIA PACIFIC 123
9.4.1 ASIA PACIFIC: CLOUD ITSM MARKET DRIVERS 123
9.4.2 ASIA PACIFIC: COVID-19 IMPACT 123
9.4.3 ASIA PACIFIC: REGULATIONS 124
FIGURE 30 ASIA PACIFIC: REGIONAL SNAPSHOT 125
TABLE 136 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 125
TABLE 137 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 126
TABLE 138 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION) 126
TABLE 139 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 126
TABLE 140 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 126
TABLE 141 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 127
TABLE 142 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2016–2019 (USD MILLION) 127
TABLE 143 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2020–2025 (USD MILLION) 128
TABLE 144 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION) 128
TABLE 145 ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 128
9.4.4 CHINA 129
TABLE 146 CHINA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 129
TABLE 147 CHINA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 129
TABLE 148 CHINA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 129
TABLE 149 CHINA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 130
9.4.5 JAPAN 130
TABLE 150 JAPAN: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 130
TABLE 151 JAPAN: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 130
TABLE 152 JAPAN: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 130
TABLE 153 JAPAN: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 131
9.4.6 AUSTRALIA 131
TABLE 154 AUSTRALIA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 131
TABLE 155 AUSTRALIA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 131
TABLE 156 AUSTRALIA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 131
TABLE 157 AUSTRALIA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 132
9.4.7 REST OF ASIA PACIFIC 132
TABLE 158 REST OF ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 132
TABLE 159 REST OF ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 132
TABLE 160 REST OF ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 133
TABLE 161 REST OF ASIA PACIFIC: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 133
9.5 MIDDLE EAST AND AFRICA 133
9.5.1 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET DRIVERS 133
9.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT 134
9.5.3 MIDDLE EAST AND AFRICA: REGULATIONS 134
TABLE 162 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 134
TABLE 163 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 135
TABLE 164 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION) 135
TABLE 165 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 135
TABLE 166 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 136
TABLE 167 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 136
TABLE 168 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2016–2019 (USD MILLION) 136
TABLE 169 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2020–2025 (USD MILLION) 137
TABLE 170 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION) 137
TABLE 171 MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 138
9.5.4 SAUDI ARABIA 138
TABLE 172 SAUDI ARABIA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 138
TABLE 173 SAUDI ARABIA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 138
TABLE 174 SAUDI ARABIA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 139
TABLE 175 SAUDI ARABIA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 139
9.5.5 UNITED ARAB EMIRATES 139
TABLE 176 UNITED ARAB EMIRATES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 139
TABLE 177 UNITED ARAB EMIRATES: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 140
TABLE 178 UNITED ARAB EMIRATES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 140
TABLE 179 UNITED ARAB EMIRATES: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 140
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9.5.6 SOUTH AFRICA 140
TABLE 180 SOUTH AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 141
TABLE 181 SOUTH AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 141
TABLE 182 SOUTH AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 141
TABLE 183 SOUTH AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 141
9.5.7 REST OF MIDDLE EAST AND AFRICA 142
TABLE 184 REST OF MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 142
TABLE 185 REST OF MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 142
TABLE 186 REST OF MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 142
TABLE 187 REST OF MIDDLE EAST AND AFRICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 143
9.6 LATIN AMERICA 143
9.6.1 LATIN AMERICA: CLOUD ITSM MARKET DRIVERS 143
9.6.2 LATIN AMERICA: COVID-19 IMPACT 143
9.6.3 LATIN AMERICA: REGULATIONS 143
TABLE 188 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 144
TABLE 189 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 144
TABLE 190 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2016–2019 (USD MILLION) 144
TABLE 191 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 145
TABLE 192 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 145
TABLE 193 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 145
TABLE 194 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2016–2019 (USD MILLION) 146
TABLE 195 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY VERTICAL, 2020–2025 (USD MILLION) 146
TABLE 196 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2016–2019 (USD MILLION) 147
TABLE 197 LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 147
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9.6.4 BRAZIL 147
TABLE 198 BRAZIL: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 147
TABLE 199 BRAZIL: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 148
TABLE 200 BRAZIL: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 148
TABLE 201 BRAZIL: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 148
9.6.5 MEXICO 148
TABLE 202 MEXICO: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 149
TABLE 203 MEXICO: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 149
TABLE 204 MEXICO: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2016–2019 (USD MILLION) 149
TABLE 205 MEXICO: CLOUD ITSM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 149
9.6.6 REST OF LATIN AMERICA 150
TABLE 206 REST OF LATIN AMERICA: CLOUD ITSM MARKET SIZE, BY COMPONENT, 2016–2019 (USD MILLION) 150
TABLE 207 REST OF LATIN AMERICA: CLO