The Global Cloud IT Service Management (ITSM) Market was valued at USD 2.511 Billion in 2023 and is projected to reach USD 3.513 Billion by 2032, growing at a Compound Annual Growth Rate (CAGR) of 3.80% during the forecast period (2023–2032). This growth is being driven by accelerating cloud adoption, digital transformation initiatives, and the surging demand for AI-powered automation across enterprise IT operations.
As organizations modernize their service delivery frameworks, industry leaders are delivering intelligent platforms that blend ITSM with AIOps, workflow automation, and cross-functional integration. In this analysis, we examine the Top 10 Companies in the Cloud ITSM Market—established vendors and disruptive innovators shaping the future of enterprise service management.
🔟 1. ServiceNow
Headquarters: Santa Clara, California, USA
Key Offering: Now Platform with ITSM Pro
ServiceNow commands 30%+ market share in enterprise ITSM with over 7,400 enterprise customers worldwide. The company’s Now Platform leads the market in AI-driven service automation and workflow intelligence.
Technical Capabilities:
- Generative AI for ticket resolution (Now Assist)
- Predictive service-level analytics
- Unified service catalog across IT/business functions
Download FREE Sample Report: Cloud IT Service Management (ITSM) Market – View in Detailed Research Report
9️⃣ 2. BMC Software
Headquarters: Houston, Texas, USA
Key Offering: BMC Helix ITSM
BMC’s cognitive service management platform serves over 10,000 customers, particularly in regulated industries. Its AI-powered virtual agent handles 50%+ of routine service requests automatically.
Technical Capabilities:
- Context-aware machine learning models
- Multi-cloud service orchestration
- Enterprise-grade automation workflows
8️⃣ 3. IBM
Headquarters: Armonk, New York, USA
Key Offering: Cloud Pak for Watson AIOps
IBM integrates ITSM with advanced AIOps through its Red Hat OpenShift platform, serving complex enterprises requiring hybrid cloud support and predictive incident management.
Technical Capabilities:
- Root cause analysis automation
- Natural language IT service requests
- Mainframe service management integration
Download FREE Sample Report: Cloud IT Service Management (ITSM) Market – View in Detailed Research Report
7️⃣ 4. Ivanti
Headquarters: South Jordan, Utah, USA
Key Offering: Ivanti Neurons for ITSM
Ivanti connects ITSM with endpoint management for over 40,000 customers, using patented machine learning for self-healing IT environments and autonomous remediation.
Technical Capabilities:
- Predictive asset maintenance
- Zero-touch service automation
- Unified IT/security operations
6️⃣ 5. Micro Focus
Headquarters: Newbury, United Kingdom
Key Offering: SMAX Cloud
Micro Focus delivers containerized ITSM with built-in AIOps, serving enterprises requiring deep ITIL compliance alongside modern cloud-native architectures.
Technical Capabilities:
- Auto-classification of service requests
- Low-code workflow designer
- Hybrid cloud deployment options
5️⃣ 6. Freshworks
Headquarters: San Mateo, California, USA
Key Offering: Freshservice
Freshservice targets mid-market organizations with intuitive AI-powered ITSM, achieving 90%+ customer satisfaction scores for ease of deployment and use.
Technical Capabilities:
- Freddy AI predictive analytics
- 90-second workflow configuration
- Native mobile experience
Download FREE Sample Report: Cloud IT Service Management (ITSM) Market – View in Detailed Research Report
4️⃣ 7. Atlassian
Headquarters: Sydney, Australia
Key Offering: Jira Service Management
Atlassian integrates ITSM with agile development workflows, preferred by 75% of Fortune 100 companies for DevOps-aligned service operations.
Technical Capabilities:
- Bi-directional Jira Software sync
- Site reliability engineering (SRE) metrics
- Crowdsourced knowledge base
3️⃣ 8. ManageEngine
Headquarters: Pleasanton, California, USA
Key Offering: ServiceDesk Plus Cloud
ManageEngine serves over 150,000 organizations with affordable, full-featured ITSM, particularly popular with SMBs and lean IT teams.
Technical Capabilities:
- Visual workflow builder
- Unified IT/help desk console
- On-premises/cloud flexibility
2️⃣ 9. Microsoft
Headquarters: Redmond, Washington, USA
Key Offering: Dynamics 365 for ITSM
Microsoft embeds ITSM within its enterprise cloud ecosystem, offering deep integration with Azure, Power Platform, and Microsoft 365 productivity tools.
Technical Capabilities:
- Teams collaboration integration
- Azure Monitor connectivity
- Power Automate workflows
1️⃣ 10. HPE
Headquarters: Houston, Texas, USA
Key Offering: HPE Service Manager
HPE provides enterprise-grade ITSM with deep ITIL process support, serving complex organizations with hybrid infrastructure environments.
Technical Capabilities:
- Predictive service impact modeling
- Advanced SLA management
- Mainframe-to-cloud visibility
Get Full Report Here: Cloud IT Service Management (ITSM) Market – View in Detailed Research Report
🌍 Market Outlook: The Intelligent Automation Era
The cloud ITSM sector is transitioning from traditional ticketing systems to AI-driven service assurance platforms that blend:
-
Predictive analytics leveraging machine learning models
-
Autonomous remediation through intelligent automation
-
Converged workflows across IT, DevOps, and business teams
Get Full Report Here: Cloud IT Service Management (ITSM) Market – View in Detailed Research Report
The companies profiled above are not simply modernizing service desks—they’re enabling the AI-powered future of enterprise operations.