Automation has evolved from basic tasks to advanced Intelligent Automation (IA), significantly modifying enterprise operations. As enterprises aim to scale their automation capabilities, adopting a Unified Intelligent Automation Platform (UIAP) is vital. Enterprises can use gen AI to scale their automation efforts effectively. Gen AI impacts various business domains, automating complex tasks, generating predictive analytics, and personalizing customer interactions. However, organizations face challenges in adopting and scaling IA platforms, including technology complexities, data privacy concerns, talent shortages, and cultural resistance. In this report, we examine the UIAPs’ need and gen AI’s impact on IA across business domains. The report also recommends best practices and key success factors to drive enterprise-wide IA platforms’ adoption. It offers valuable insights for enterprises to navigate and scale IA by employing gen AI for future success. Scope Industry: IT services Geography: global Contents In this report, we: Examine automation evolution Assess gen AI’s potential impact on IA across business domains and functions Evaluate scaling IA with gen AI Identify UIAPs’ need for enterprises Recommend best practices and key success factors to drive enterprise-wide IA platforms’ adoption Membership(s) Application Services Sourcing and Vendor Management

Despite generative AI’s decades-long exploration into generating new content, some industry leaders express optimism, while others still navigate the uncharted waters of its potential and grapple with ethical complexities. As enterprises adopt generative AI in innovative ways, we explore the dilemmas they face in balancing productivity gains with creativity enhancement. The tradeoff between individual performance gains and collective creativity loss emerges as a vital consideration, with generative AI offering varying time savings in development tasks. The analysis delves into the nuances of task complexity and developer experience, revealing that complex tasks and experienced developers may benefit less from generative AI. In this report, we explore the multifaceted world of generative AI, tracing its historical roots and examining the current landscape marked by optimism, ethical considerations, and advances in technology. Additionally, the report addresses the promises and concerns associated with generative AI in IT services, emphasizing the need for a balanced approach that combines technology with human involvement to minimize challenges. Successful generative AI adoption relies on well-structured enterprise governance, fostering ongoing innovation and enabling the scaled adoption of generative AI initiatives across the enterprise. In this report, we provide a nuanced understanding of the generative AI landscape, offering insights into its historical context, current challenges, and the transformative potential it holds for innovation across industries. Scope All industries and geographies The report is based on Everest Group’s annual RFI process and an ongoing analysis of the IT services market Contents In this report, we examine: Generative AI adoption across the application life cycle and the Application Management Services (AMS) value chain The importance of fostering ongoing innovation and enabling the scaled adoption of generative AI initiatives across enterprises Integrating technology with human involvement to minimize challenges The correlation between technology’s varying time savings in development tasks and task complexity, along with developer experience Membership(s) Application Services Outsourcing Excellence

Enterprises are recognizing the significance of application automation not only to enhance their technology stack but also to stay competitive in today’s market. As these enterprises become technologically mature, they are discovering that application automation can significantly improve productivity and efficiency across the entire application development life cycle. This includes activities such as requirement gathering, application development and modernization, testing, application management, and DevOps. With a renewed focus on application automation, enterprises are actively seeking providers that can help them achieve their automation goals. To be effective, providers must understand enterprise aspirations and guide them through the automation journey from the current state to the desired state in a sequential, yet effective manner. This requires a proactive approach to identify opportunities and propose solutions that align with enterprises’ complex technology landscape and development practices. Everest Group proposes a unified platform team approach to manage best-of-breed solutions to minimize technology sprawl, reduce administrative overheads, and streamline provider management in application automation initiatives. Scope All industries and geographies Market segment: Application Services (AS) Sources leveraged: analyst inputs, Everest Group research (spanning recruiters, industry experts, and industry associations), Everest Group’s annual RFI process, ongoing interactions with enterprises and providers, and publicly available data sources Contents In this report, we examine: State of the market for application automation and adoption across industries and geographies Enterprise priorities, demand themes, and objectives for application automation services Application services market overview and adoption across industries and geographies Membership(s) Application Services Sourcing and Vendor Management

In today’s market, enterprises are facing intense competition, making it even more challenging to stand out. To enhance their technology stack and maintain competitiveness in the modern business environment, many organizations are investing in application automation. Technically mature enterprises recognize the potential benefits of automation throughout the entire application development life cycle. This includes phases such as requirements gathering, application development and modernization, testing, application management, and DevOps. With these objectives in mind, enterprises are looking to partner with providers that understand their automation goals and can offer solutions that align with their complex technology ecosystem and application development and management processes. In this report, we provide in-depth profiles of 25 providers featured on the Application Automation Services PEAK Matrix® Assessment 2023 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, enterprise adoption, investments, partnerships, case studies, innovative solutions, and strengths and limitations. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading application automation providers, client reference checks, and an ongoing analysis of the application automation services market Contents This report features 25 application automation service provider profiles and includes: A summary dashboard – market impact and vision & capability assessment Providers’ strengths and limitations An overview of providers’ application automation services business – vision, scope of services offered, and adoption across enterprise segments and geographies Key application automation services case studies An overview of providers’ application automation services investments, key solutions, and partnerships Membership(s) Application Services Sourcing and Vendor Management

Initially, automation aimed to reduce costs and improve process efficiency. However, automation now focuses on generating business value and helping organizations become lean, resilient, and agile in response to evolving customer expectations, growing competition, and increasing administrative costs. As a result, automation applies to a wide range of processes, including both business and IT domains. This has led to the emergence of two primary forms of automation – business process automation and IT automation. Currently, enterprises mainly rely on siloed IT or business process automation, which provides some benefits. However, it often hinders the full potential of automation. Therefore, a new approach called enterprise automation has emerged, which integrates both business processes and IT automation. This approach primarily focuses on realizing value and is typically driven from the top down, with C-suite (CXO)-level sponsorship and decision-making. Its scope spans the entire organization and includes business processes, applications, and infrastructure. This approach is expected to provide scalability, integrated analytics using interrelated business and IT KPIs, and centralized control over automation. Scope All industries and geographies This report examines the current automation landscape in enterprises and highlights the shift toward a holistic approach called enterprise automation. It discusses the challenges that enterprises face in the current automation scenario and explores the key drivers that motivate organizations to embrace enterprise automation Contents In this report, we examine: Key challenges that enterprises face in the current automation scenario Key drivers of enterprise automation adoption Enterprise automation solution characteristics Approach to enterprise automation adoption Membership(s) Service Optimization Technologies (SOT) Application Services Sourcing and Vendor Management

Enterprises face intense competition in today’s market, making it even more challenging to stand out. To enhance their technology stack and maintain competitiveness in the modern business environment, many organizations are investing in application automation. Technically mature enterprises recognize the potential benefits of automation across all phases of the application development life cycle, including requirements gathering, application development and modernization, testing, application management, and DevOps. With these objectives in mind, enterprises are looking to partner with providers who understand their automation goals and can offer solutions that align with their complex technology ecosystem and application development and management processes. In this report, we analyze the dynamics of the global application automation service provider landscape and assess 25 application automation service providers featured on Everest Group’s Application Automation Services PEAK Matrix® 2023. The research will enable buyers to select the best-fit provider for their needs, while providers will be able to benchmark themselves against the competition. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading application automation providers, client reference checks, and an ongoing analysis of the application automation services market Contents In this report, we: Examine 25 application automation service providers’ capabilities and offerings Position the providers on Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants List providers’ key strengths and limitations Membership(s) Application Services Sourcing and Vendor Management

Artificial Intelligence Operations (AIOps) – or the application of big data analytics, Machine Learning (ML), and other AI technologies to automate and improve IT operations – is driving a significant shift in the IT operations landscape and spurring the adoption of observability tools across the industry. The emergence of technologies such as containerization, microservices, and multi-cloud provide enterprises with opportunities to improve their business models and develop new income sources. Application Process Monitoring (APM) and data logging tools cannot meet the operational demands of the new technologies, as these tools typically focus on the overall state of system and business metrics, which are pre-defined. Thus, organizations must adopt innovative solutions to address these challenges. This is where observability – which offers greater context and more precise insights into how systems behave – comes into play. Observability refers to the ability to comprehend the functioning of a software application using its telemetries, such as logs, metrics, and traces. In this viewpoint, we look at the value proposition of observability solutions for enterprises, urge enterprises to rethink their observability adoption strategies and establish the right frameworks to measure the impact of observability tools, and examine enterprise considerations for third-party provider selection. Scope All industries and geographies Contents This report examines: The value proposition of observability solutions in the IT operations landscape An investment approach and value measurement framework to measure the value of observability solutions Adoption challenges and enterprise best practices Enterprise considerations for third-party provider selection Membership(s) Application Services Sourcing and Vendor Management

Cloud adoption has increased in recent years, with enterprises increasingly investing in modernization initiatives to compete in an evolving digital world. Enterprises are adopting a cloud-first strategy to achieve benefits such as increased business agility, an innovation-first approach, and faster time-to-market. With the availability of multiple cloud service providers, enterprises now have the flexibility to choose the right-fit cloud to best address their requirements, based on the providers’ core services and capabilities. This flexibility is enabling individual business units/functions to deploy applications on the cloud of their choice, leading to a multi-cloud ecosystem. Additionally, loosely coupled modern architectures are allowing enterprises to leverage multiple clouds to deploy different workloads of an application. The multi-cloud ecosystem gives enterprises the freedom to move between different clouds, which helps avoid vendor lock-ins, optimize costs, and comply with regulatory as well as performance requirements. Thus, multi-cloud adoption is likely to rapidly grow in the coming years, with most enterprises having two or more clouds in their ecosystems, with a combination of one dominant cloud and multiple other clouds. In this research, we present detailed profiles of 15 providers featured on the Multi-cloud Application Development Services PEAK Matrix® Assessment 2022 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile offers a comprehensive picture of the multi-cloud application development service provider’s vision and strategy, scope of services offered, enterprise adoption, investments, partnerships, case studies, innovative solutions, and strengths and limitations. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading multi-cloud application development services providers, client reference checks, and an analysis of the multi-cloud application development services market Contents This report features 15 multi-cloud application development service provider profiles, each of which includes A summary dashboard – market impact and vision & capability assessment Strengths and limitations of the service provider A general overview of the provider’s multi-cloud application development services business – vision, scope of services offered, and adoption across enterprise segments and geographies Key multi-cloud application development services case studies An overview of the provider’s multi-cloud application development services investments, key solutions, and partnerships Membership(s) Application Services Sourcing and Vendor Management

Cloud adoption has increased in recent years, with enterprises increasingly investing in modernization initiatives to compete in an evolving digital world. Enterprises are adopting a cloud-first strategy to achieve benefits such as increased business agility, an innovation-first approach, and faster time-to-market. With the availability of multiple cloud service providers, enterprises now have the flexibility to choose the right-fit cloud to best address their requirements, based on the providers’ core services and capabilities. This flexibility is enabling individual business units/functions to deploy applications on the cloud of their choice, leading to a multi-cloud ecosystem. Additionally, loosely coupled modern architectures are allowing enterprises to leverage multiple clouds to deploy different workloads of an application. The multi-cloud ecosystem gives enterprises the freedom to move between different clouds, which helps avoid vendor lock-ins, optimize costs, and comply with regulatory as well as performance requirements. Thus, multi-cloud adoption is likely to rapidly grow in the coming years, with most enterprises having two or more clouds in their ecosystems, with a combination of one dominant cloud and multiple other clouds. This report examines the dynamics of the global multi-cloud application development service provider landscape. We present detailed assessments of multi-cloud application development service providers featured on Everest Group’s Multi-Cloud Application Development PEAK Matrix®. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading multi-cloud application development services providers, client reference checks, and an analysis of the multi-cloud application development services market Contents In this report, we focus on: Everest Group’s services PEAK Matrix® evaluation of 15 multi-cloud application development service providers Characteristics of Leaders, Major Contenders, and Aspirants in the service provider landscape Key strengths and limitations of the 15 multi-cloud application development service providers featured in the assessment Membership(s) Application Services Sourcing and Vendor Management