While global enterprises leverage different sourcing models to suit their objectives and requirements, the Global Business Services (GBS) model continues to be an integral component of the enterprise sourcing strategy. Building on their success over the last two to three decades, GBS organizations have diversified extensively and experienced growth in new verticals, such as healthcare and life sciences, and functions such as legal R&D and digital. This research leverages Everest Group’s proprietary GBS database, the industry’s most comprehensive database on GBS centers, and studies GBS centers that provide offshore delivery of global services. It excludes shared service centers that serve domestic operations. The report will be relevant for a broad set of stakeholders — buyers / parent organizations, service providers, GBS organizations, and industry influencers (such as investors and industry bodies). Scope Industries: all Geography: US Contents In this report, we provide an in-depth analysis of the US Global Business Services (GBS) landscape and accompanying trends, including market size, growth, and distribution of GBS centers by buyer portfolio, scale, functions supported, and locations. We also share insights into emerging trends that can impact onshoring. Membership(s) Catalyst™ Global Business Services (GBS) and Shared Services

This Accelerator is available only to GBS & Shared Services members. For information on membership, please contact us Over the years, GBS organizations have matured and evolved from cost centers and internal service providers to more strategic entities, driving business impact beyond cost arbitrage for the parent. As GBS organizations evolve, SLAs and KPIs to measure and monitor centers’ effectiveness also need to evolve. This accelerator looks at GBS organizations and the impact they deliver, prevalent center-level performance metrics, and different performance governance mechanisms for high-value roles within GBS centers. It also highlights best practices to drive the successful implementation of performance metrics within GBS organizations. Scope All industries and geographies Services: IT and business process services Contents Evolving role of GBS organizations and their impact Prevalent GBS center-level performance metrics and their adoption within GBS organizations Different performance governance mechanisms for CoEs/high-value teams in maturing GBS organizations Examples of high-value roles and new KPIs for performance measurement Best practices to drive the successful implementation of performance metrics

In recent times, the cloud has emerged as one of the fastest-growing digital skill themes and has become imperative for a firm’s survival. In fact, cloud computing and allied skills have been among the most sought-after professional skills, though the right talent to fill relevant roles has been hard to come by. This Everest Group handbook helps market players identify the right location to support cloud services by studying more than 15 parameters. It highlights the relative attractiveness of leading global locations for supporting cloud and allied services based on a comprehensive and multi-faceted assessment. The handbook analyzes cloud delivery attractiveness on two broad dimensions, Enablers and Cloud Services Talent Pulse, as described below: Enablers: Includes an assessment of enabling drivers essential for delivering cloud services, based on 9+ parameters, grouped into four clusters: Infrastructure Talent potential Collaboration ecosystem Business environment Talent Pulse: Includes an assessment of market maturity for delivering cloud services, based on 6+ parameters, grouped into three broad clusters: Adoption maturity Competitive intensity Financial feasibility Scope The handbook analyzes the cloud delivery attractiveness of 24 delivery locations across all geographies and industries. Contents This report provides detailed and relative assessment of 24 cloud services delivery locations globally. It will help stakeholders that are evaluating locations to deliver cloud services and need actionable insights based on an assessment of multiple parameters, including talent potential, cost savings, and business ecosystem. Membership(s) Locations Insider™

Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by country and city. The reports help global sourcing practitioners or location strategy professionals stay ahead of competition in understanding key market dynamics and the related opportunities presented by each location. Our report on Slovakia offers data-backed research to understand the market’s attractiveness in terms of: Key drivers, challenges, and untapped opportunities for the global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and service providers Key languages supported Key environment risks (such as macroeconomic, geopolitical, infrastructure, safety and security, and legal and regulatory) Location Spotlight, combined with other reports in Everest Group’s Locations Insider™ subscription, makes for the industry’s most comprehensive resource on location trends and perspectives. The Locations Insider™ subscription provides up-to-date and actionable insights on which enterprises can base their location decisions and strategies. Membership(s) Locations Insider™

With more organizations expanding globally, having a multi-lingual workforce has become a critical success factor. While English is widely regarded as the lingua franca of business, global companies undoubtedly enjoy richer, more productive conversations across borders when they operate in multiple languages. Players need to equip themselves to meet the communication challenges of a global marketplace as they prepare to penetrate new markets and/or solidify their foothold in existing ones. Content This Everest Group handbook helps market players in selecting the most suitable locations for their language related needs. It highlights the relative attractiveness of key global locations for different languages based on a comprehensive assessment of 20+ parameters, grouped under two broad categories: Enablers and Language Talent Pulse. Enablers: Assesses 10+ language-agnostic drivers essential for service delivery, grouped into three clusters Infrastructure Talent potential Business environment Language Talent Pulse: Assesses language proficiency for service delivery in terms of: Adoption maturity Competitive intensity Financial feasibility Membership(s) Locations Insider™

Everest Group’s Next Wave Location Profiles provide crisp, yet insightful assessment of emerging / “Next-wave” countries or cities for services delivery. These reports help global sourcing practitioners or location strategy professionals stay ahead of competition in understanding global sourcing opportunities in “Next-wave” locations. This report on San Jose offers perspectives on key dimensions that impact its relative attractiveness, including: Key drivers, challenges and untapped opportunities for global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and service providers Key languages supported Key environment risks (e.g., macroeconomic, geopolitical, infrastructure, safety and security, legal and regulatory) Next Wave Location Profiles, along with other reports in Everest Group’s Locations Insider™ membership, make up the industry’s most comprehensive resource on location trends and perspectives. Membership to the Locations Insider™ provides up-to-date and actionable insights to base companies’ location decisions and strategy. Membership(s) Locations Insider™