This Factbook and Primer is available only to Outsourcing Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving rapidly, which is reflected in the shift in priorities from cost arbitrage to automation. As enterprises explore various sourcing models to uncover additional value, it is vital for them to evaluate new technology offerings and different pricing models. Everest Group’s Factbook and Primer research provides a holistic and integrated view of leading providers to aid strategic decision-making for both providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading providers across multiple dimensions. Scope Factbook and Primer reports provide an ideal knowledge base for enterprises to study providers as well as market evolution. In these reports, we: Provide detailed research on leading providers, including their growth drivers and decision-making approach Share providers’ histories, their evolution, cultures, strategies, performance, and outlook Evaluate provider performance against peers across various spend categories In addition to leveraging our research expertise of over 25 years, the Factbook and Primer Research is based on the following sources of information: PEAK Matrix®reports PEAK Matrix® compendium reports Proprietary databases Company filings Contents In this research, we analyze leading providers across the following: Business Process Services (BPS) and Information Technology Services (ITS): a view of the provider’s performance across Everest Group PEAK Matrix®reports in the BPS and ITS domains Company snapshot: an overview of the provider’s evolution, including its financial performance, acquisitions, talent management, and delivery presence Portfolio mix: details of the provider’s revenue performance across parameters including revenue mix by service, geography, and vertical Details of the provider’s performance and business plans to achieve its goals and sustain its position in the industry Priority focus and investment areas: an assessment of the company’s focus areas Investment in digital services: details of the provider’s investment in digital services to remain competitive in the industry Membership(s) Sourcing and Vendor Management

This Snapshot is available only to Outsourcing Excellence and CX Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving at a rapid pace. This is reflected in the shift in priorities from cost arbitrage to automation. The third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots provide a holistic and integrated view of leading providers to aid strategic decision making for both providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading providers across multiple dimensions. Contents In this research, we analyze leading providers across the following parameters: Overview: A snapshot of the provider’s financial performance, industry presence, geographic spread, function focus, and key industry clients Business Process Services (BPS) snapshot: a view of provider performance across Everest Group PEAK Matrix® reports in the BPS domain Information Technology Services (ITS) snapshot: a view of provider performance across Everest Group PEAK Matrix® reports in the ITS domain Engineering Services (ES) snapshot: a view of provider performance across Everest Group PEAK Matrix® reports in the ES domain Delivery footprint and headcount: providers’ delivery presence and headcount across the globe M&As: details of the providers’ M&A activities over the last year Key public announcements: a summary of important public announcements over the last year Sources: In addition to leveraging our research expertise of over 30 years, the Provider Snapshots are based on the following sources of information: PEAK Matrix® reports Proprietary databases Company filings

This Snapshot is available only to Outsourcing Excellence and CX Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving at a rapid pace, which is reflected in the shift in priorities from cost arbitrage to automation. In response, third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative for them to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots provide a holistic and integrated view of leading providers to facilitate strategic-decision making for both providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading providers across multiple dimensions. Contents In this research, we analyze leading providers across the following parameters: Overview: a snapshot of the providers’ financial performance, industry presence, geographic spread, function focus, and key industry clients Business Process Services (BPS) snapshot: a view of provider performance across Everest Group PEAK Matrix® reports in the BPS domain Information Technology Services (ITS) snapshot: a view of provider performance across Everest Group PEAK Matrix® reports in the ITS domain Engineering Services (ES) snapshot: a view of provider performance across Everest Group PEAK Matrix® reports in the ES domain Delivery footprint and headcount: providers’ delivery presence and headcount across the globe M&As: details of the providers’ M&A activities over the last year Key public announcements: a summary of important public announcements over the last year Sources: In addition to leveraging our research expertise of over 30 years, the Provider Snapshots are based on the following sources of information: PEAK Matrix® reports Proprietary databases Company filings

This Snapshot is available only to Outsourcing Excellence and CX Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving at a rapid pace. This is reflected in the shift in priorities from cost arbitrage to automation. The third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots provide a holistic and integrated view of leading providers to aid strategic decision making for both providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading providers across multiple dimensions. Contents: In this research, we analyze the leading providers across the following parameters: Overview: A snapshot of the provider’s financial performance, industry presence, geographic spread, function focus, and key industry clients Business Process Services (BPS) snapshot: View of the provider performance across Everest Group PEAK Matrix® reports in the BPS domain Information Technology Services (ITS) snapshot: View of the provider performance across Everest Group PEAK Matrix® reports in the ITS domain Engineering Services (ES) snapshot: View of the provider performance across Everest Group PEAK Matrix® reports in the ES domain Delivery footprint and headcount: Graphical representation of the provider’s delivery presence and headcount across the globe Mergers & Acquisitions (M&A): details of the service provider’s M&A activities in the last year Key public announcements: A summary of important public announcements in the last one year Sources: In addition to leveraging our research expertise of over 30 years, the provider snapshots are based on the following sources of information: PEAK Matrix® reports Proprietary databases Company filings

This Snapshot is available only to Outsourcing Excellence and CX Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving at a rapid pace, which is reflected in the shift in priorities from cost arbitrage to automation. In response, third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative for them to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots provide a holistic and integrated view of leading providers to facilitate strategic-decision making for both providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading providers across multiple dimensions. Contents In this research, we analyze leading providers across the following parameters: Overview: a snapshot of the providers’ financial performance, industry presence, geographic spread, function focus, and key industry clients Business Process Services (BPS) snapshot: a view of provider performance across Everest Group PEAK Matrix reports in the BPS domain Information Technology Services (ITS) snapshot: a view of provider performance across Everest Group PEAK Matrix reports in the ITS domain Engineering Services (ES) snapshot: a view of provider performance across Everest Group PEAK Matrix reports in the ES domain Delivery footprint and headcount: graphical representation of the providers’ delivery presence and headcount across the globe Mergers & Acquisitions (M&As): details of the service providers’ M&A activities over the last year Key public announcements: a summary of important public announcements over the last year Sources: In addition to leveraging our research expertise of over 30 years, the Provider Snapshots are based on the following sources of information: PEAK Matrix® reports Proprietary databases Company filings

This Factbook and Primer is available only to Outsourcing Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving rapidly, which is reflected in the shift in priorities from cost arbitrage to automation. Third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative to evaluate new technology offerings and different pricing models. Everest Group’s Factbook and Primer research provides an integrated view of leading providers to aid strategic decision-making for both providers and enterprises in this dynamic marketplace. Scope Factbook and Primer provides an ideal knowledge base for enterprises to study providers as well as market evolution. These reports will provide readers with: Detailed research on leading providers and a fact-based analysis on the genesis of their establishment, drivers for growth, as well as decision-making approach Providers’ history, their evolution, culture, strategy, performance, and outlook Evaluation of providers’ performance against peers across various spend categories Contents In this research, we study: Snapshots of Information Technology Services (ITS) and Business Process Services (BPS) providers: an overview of each provider's performance across Everest Group’s PEAK Matrix® reports in the ITS and BPS domains Company overview: an overview of each provider’s evolution, including its establishment, financial performance, acquisitions, talent management, and delivery presence Portfolio mix: details of the providers’ revenue performance across parameters, including revenue mix by service and vertical A deep-dive into providers’ ITS and BPS segments as featured in Everest Group PEAK Matrix® reports: details of provider performance and business plans to achieve goals and sustain position in the ITS and BPS domains Priority focus and investment areas: an assessment of the providers’ focus areas to grow their businesses further Investment in digital services: details of each provider’s investment in digital services to remain competitive Sources This Factbook and Primer research is based on the following sources of information: PEAK Matrix®reports PEAK Matrix® compendium reports Proprietary databases Company filings Membership(s) Sourcing and Vendor Management

This Snapshot is available only to Outsourcing Excellence and CX Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving at a rapid pace. This is reflected in the shift in priorities from cost arbitrage to automation. The third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots provide a holistic and integrated view of leading providers to aid strategic decision making for both providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading providers across multiple dimensions. Contents: In this research, we analyze the leading providers across the following parameters: Overview: A snapshot of the provider’s financial performance, industry presence, geographic spread, function focus, and key industry clients Business Process Services (BPS) snapshot: View of the provider performance across Everest Group PEAK Matrix® reports in the BPS domain Delivery footprint and headcount: Graphical representation of the provider’s delivery presence and headcount across the globe Key public announcements: A summary of important public announcements in the last one year Sources: In addition to leveraging our research expertise of over 30 years, the provider snapshots are based on the following sources of information: PEAK Matrix® reports Proprietary databases Company filings

This Snapshot is available only to Outsourcing Excellence and CX Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving at a rapid pace. This is reflected in the shift in priorities from cost arbitrage to automation. The third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots provide a holistic and integrated view of leading providers to aid strategic decision making for both providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading providers across multiple dimensions. Contents: In this research, we analyze the leading providers across the following parameters: Overview: A snapshot of the provider’s financial performance, industry presence, geographic spread, function focus, and key industry clients IT Services (ITS) snapshot: View of the provider performance across Everest Group PEAK Matrix® reports in the ITS domain Engineering Services (ES) snapshot: View of the provider performance across Everest Group PEAK Matrix® reports in the ES domain Delivery footprint and headcount: Graphical representation of the provider’s delivery presence and headcount across the globe Key public announcements: A summary of important public announcements in the last one year Sources: In addition to leveraging our research expertise of over 30 years, the provider snapshots are based on the following sources of information: PEAK Matrix® reports Proprietary databases Company filings

Enterprises, especially small and midsized, are adopting Microsoft Dynamics 365 to modernize customer experience and finance and operations, enable end-to-end visibility across the supply chain, and streamline marketing and sales. Large enterprises adopt Microsoft Dynamics 365 to buttress their core Enterprise Resource Planning (ERP) and Customer Experience (CX). Microsoft has strengthened its offerings and presence by closely integrating Dynamics 365 with Microsoft Office, Outlook, and Teams. To expedite Microsoft Dynamics 365 adoption, service providers are investing in skilling talent and building robust accelerators to help enterprises in their digital transformation journeys. In this research, we provide an overview of the Microsoft Dynamics 365 market, demand themes driving the market, typical deal characteristics, enterprise challenges and best practices, top case studies, and implications for enterprises & service providers. The assessment is based on Everest Group’s annual RFI process, interactions with leading enterprises and Microsoft Dynamics 365 service providers, and ongoing coverage of the Microsoft Dynamics 365 market. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process considering investments made until March 2021, interactions with leading Microsoft Dynamics 365 service providers, client reference checks, and an ongoing analysis of the Microsoft Dynamics 365 services market Contents This report provides an overview of the Microsoft Dynamics 365 market and studies: Enterprise trends, key enterprise benefits, and top case studies in Microsoft Dynamics 365 market Best practices for enterprises and implications for service providers Microsoft Dynamics 365 services market overview and deal characteristics, including market size and growth, adoption trends by geography and industry, typical spend across the value chain, and pricing models for a typical Microsoft Dynamics 365 engagement Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

This Snapshot is available only to Outsourcing Excellence and CX Excellence members. For information on membership, please contact us The global services market is highly dynamic and evolving at a rapid pace. This is reflected in the shift in priorities from cost arbitrage to automation. The third-party vendors are continually assessing their market position and refining their growth strategies. As enterprises explore various sourcing models to uncover additional value, it is imperative to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots provide a holistic and integrated view of leading providers to aid strategic decision making for both providers and enterprises in this dynamic marketplace. These reports provide a fact-based view of leading providers across multiple dimensions. Contents: In this research, we analyze the leading providers across the following parameters: Overview: A snapshot of the provider’s financial performance, industry presence, geographic spread, function focus, and key industry clients IT Services (ITS) snapshot: View of the provider performance across Everest Group PEAK Matrix® reports in the ITS domain Engineering Services (ES) snapshot: View of the provider performance across Everest Group PEAK Matrix® reports in the ES domain Delivery footprint and headcount: Graphical representation of the provider’s delivery presence and headcount across the globe Key public announcements: A summary of important public announcements in the last one year Sources: In addition to leveraging our research expertise of over 30 years, the provider snapshots are based on the following sources of information: PEAK Matrix® reports Proprietary databases Company filings