As enterprise technology ecosystems grow increasingly complex and fragmented, legacy SIAM models are reaching their limits. The traditional SIAM function – often reactive, siloed, and under-tooled – has struggled to keep pace with the demands of multi-provider orchestration and evolving business needs. With 40% of enterprises planning significant changes to their provider mix, the need for a more intelligent, scalable, and execution-oriented SIAM model has become urgent. This report introduces Systems of Execution (SoE) as a next-generation paradigm to transform how SIAM is structured and delivered. SoE bring together automation, observability, and AI-powered agents to enable predictive service management, cross-provider coordination, and operational agility. It explores high-impact use cases, outlines a reference operating model, and provides an illustrative business case to showcase tangible benefits. The report also identifies common pitfalls, offers strategic imperatives for both enterprises and providers, and concludes with a CIO-ready checklist to guide SoE adoption and execution.

Modern IT Service Management (ITSM) aligns IT operations with enterprise objectives, manages risk, and enables digital transformation. Heightened expectations for automation, predictive analytics, and experience-centric service delivery are expanding the addressable market for focused ITSM specialists. These providers stand out through strong vendor partnerships, platform-agnostic consulting, and proprietary accelerators that shorten transformation timelines. Boutique players differentiate themselves with deep ITSM talent pools, neutral consulting stances, and early adoption of generative AI, AIOps, and hyperautomation across ITSM workflows. Their flexible engagement models, ranging from rapid implementations and modular services to adaptive operations, deliver the agility and measurable RoI today’s enterprises require. The 2025 PEAK Matrix® assessment profiles these 10 specialists, highlighting strengths, limitations, and sourcing considerations to guide buyer selection while enabling providers to benchmark performance.

In an era of digital transformation and hybrid work, enterprise print environments remain fragmented, inefficient, and vulnerable. This Viewpoint presents a strategic roadmap to transform these outdated systems by adopting a Vendor-agnostic Print Platform (VAPP) – a unified, data-driven framework that integrates OEMs, MSPs, cloud management, and analytics to deliver seamless, scalable, and secure print operations. Enterprises and print service providers alike can leverage this report to transition from print as an operational cost center to a strategic differentiator delivering measurable business value. Scope All industries and geographies. Contents In this report, we examine: The current challenges in enterprise print – fragmentation, high costs, poor user experiences, and sustainability issues The VAPP framework, which redefines enterprise print by orchestrating the producer-consumer ecosystem with transparency, collaboration, and intelligence Strategic value drivers such as cost optimization, security assurance, sustainability, and employee-centric design Implementation enablers and best practices to ensure agile transformation, including strong governance, real-time analytics, and modular platform design

As enterprises embrace hybrid work models and adapt to the evolving needs of a multi-generational workforce, reimagining digital workplace strategies has become essential. With widespread global adoption, Microsoft’s modern work solutions, such as, Microsoft Teams and other Microsoft 365 applications, have become foundational to this shift, helping organizations enhance collaboration, productivity, and employee experience. The Microsoft modern work ecosystem has emerged as the default offering for many enterprises, supported by providers delivering deep consulting, development, deployment, and managed services. While the adoption remains strong, current economic headwinds and shifting enterprise priorities are driving a heightened focus on cost efficiency. In response, providers are strengthening their strategic partnerships with Microsoft, co-developing industry-specific offerings, and delivering future-ready architectures. In this report, we evaluate 20 providers featured on the Microsoft Modern Work PEAK Matrix® Assessment 2025, highlighting their respective strengths and limitations. The study will enable buyers to identify the best-fit provider based on their sourcing considerations, while also enabling providers to benchmark their performance against each other. Scope All industries Geography: global This assessment is based on Everest Group’s annual RFI process conducted over Q4 2024 and Q1 2025, interactions with leading Microsoft modern work providers, and an ongoing analysis of the Microsoft modern work services market Contents In this report, we examine 20 Microsoft Modern Work providers’ profiles and include: An assessment of their market impact and vision and capabilities Their key strengths and limitations Sourcing considerations for enterprises

Amid macroeconomic uncertainties, enterprises are sharpening their focus on cost optimization and productivity. As a result, digital workplace investments are shifting from broad-scale transformations to smaller, high-impact initiatives. The rise of Copilot and agentic AI is accelerating this trend, with organizations emphasizing productivity gains over experience enhancements. To unlock agility and align the workplace with broader business goals, enterprises are embracing product-led operating models. This approach aims to break down silos between workplace and business functions, enabling faster decision-making and greater responsiveness to evolving customer needs. For providers, this transformation marks a strategic inflection point. As enterprise expectations shift from siloed solutions to value-driven outcomes, providers must reimagine their delivery models to remain relevant. This report analyzes the digital workplace services market in depth. It explores how changing enterprise priorities are pushing providers toward a product-led workplace model and illustrates this approach through a quick commerce use case. It also highlights key adoption challenges and solutions, along with transformation best practices from market leaders. Scope All industries and geographies Contents In this report, we: Analyze trends shaping the digital workplace services market Unpack the transition toward product-led operating models Illustrate the product-led approach using a quick commerce use case Identify challenges enterprises face in transformation journeys Highlight solutions and learnings from best-in-class adopters

The digital workplace is at a pivotal juncture, entering a phase of value-centric transformation. Economic slowdowns have intensified scrutiny on enterprise spending, driving a focus on cost-effective, value-driven approaches. This phase offers providers a unique opportunity to stand out with innovative and distinctive solutions. Mid-market digital workplace customers share similar priorities with larger enterprises but approach them differently. While large organizations have the resources to develop complex, highly customized solutions, most mid-market enterprises focus on cost efficiency and prefer staggered investments through shorter, more agile engagements. Providers are responding by increasingly investing in different initiatives and building unique offerings and IP assets to support mid-market clients' digital workplace transformation. In this report, we assess 21 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® Mid-market Enterprises and highlight each provider's strengths and limitations. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process conducted over Q2 and Q3 2024, interactions with leading digital workplace services providers, and an ongoing analysis of the digital workplace services marketplace for mid-market enterprises Contents In this report, we examine 21 digital workplace services providers’ profiles and include: An assessment of their market impact and vision and capabilities Their key strengths and limitations Sourcing considerations for enterprises Membership(s) Digital Workplace Sourcing and Vendor Management

For many enterprises, the previously cautious investment environment of 2024, caused by economic pressures, recessionary sentiments, and geopolitical uncertainties, is now shifting towards a more aggressive and strategic focus for 2025. Digital workplace transformation initiatives, spearheaded by innovations such as generative AI, Copilots, and the metaverse, are poised for a rapid uptake by service buyers. The ongoing demonstrations of these technologies’ industry-specific advantages, clearer proof of ROI, improved regulations and compliance, and successful scalability and integration, as well as the deployment of pent-up investment funds, are the key drivers for this change. Bolstered by industry expertise and deep analyst insights, this thorough webinar hosted by Yugal Joshi, Partner, Prabhneet Kaur, Senior Analyst, and Udit Singh, Vice President, deep-dived into how this focus shift will drive substantial investments in the digital workplace. Covering key themes, such as generative AI, Copilots, employee experience, and the metaverse, our Everest Group experts outlined the strategies needed to capitalize on this new momentum. Viewers gained actionable insights for upcoming investment opportunities, learning how to navigate challenges and increase competitiveness using the latest Everest Group research. Digital workplace service buyers and providers gained useful knowledge on how to craft effective digital workplace investment strategies for 2025. What questions did the webinar answer for the participants? What factors will drive investments in digital workplace transformations in 2025? What should the enterprise strategy be for deriving maximum benefit from Copilots? How can organizations effectively enable employees in adopting generative AI and its use cases? How can you maintain a holistic employee experience amid ongoing disruptions?

In today’s dynamic technology landscape, AI is revolutionizing work processes, and generative AI is poised to redefine workplace domains with its democratizing potential driving this transformation. Already, generative AI has significantly impacted core workplace domains such as service desk and Unified Communication and Collaboration (UCC), demonstrating remarkable results in reducing ticket volumes and boosting agent productivity. Integrations with popular workplace applications such as Office 365 and ServiceNow further facilitate seamless adoption. This viewpoint is a strategic guide to leverage the transformative power of generative AI in the digital workplace. It will enable enterprises to evaluate generative AI use cases across workplace domains, envisioning the future of the workplace with generative AI. The report will assist enterprises to navigate this landscape and unlock the full potential of generative AI by emphasizing the importance of strategic agility and partnerships while acknowledging challenges that enterprises face toward generative AI adoption such as data readiness, privacy concerns, and sustainability. Scope All industries and geographies Contents In this report, we examine: Generative AI’s transformative potential across workplace domains A model to prioritize digital workplace generative AI use cases Strategies to navigate the generative AI landscape Key challenges to generative AI adoption Insights for successful implementation of generative AI Membership(s) Digital Workplace Outsourcing Excellence

As the hybrid workplace model solidifies its position as the new norm for enterprises, the demand for seamless communication and collaboration services continues to surge unabated. Enterprises strive to adapt to the ever-evolving Unified Communication and Collaboration (UCC) landscape. In parallel, the UCC market is evolving due to innovative offerings centered around AI, generative AI, Copilots, immersive collaboration, and integrated security measures, acting as accelerators for growth. Amid this transformative landscape, enterprises are constantly seeking providers capable of delivering comprehensive UCC solutions while adeptly navigating the intricate interplay between Employee Experience (EX), productivity enhancement, and cost optimization. The indispensability of UCC services specialists has never been more pronounced, as these specialists swiftly cement their role within broader digital workplace services engagements, either autonomously or in strategic collaboration with other providers and technology innovators, owing to their unique value proposition and focused expertise. In this report, we assess 10 UCC specialist service providers featured on Everest Group’s Unified Communication and Collaboration (UCC) Specialist Services PEAK Matrix® Assessment 2024 and highlight the strengths and limitations of each provider. Scope: All industries and geographies The assessment is based on Everest Group’s annual RFI process for Q4 2023 and Q1 2024, interactions with leading UCC specialist service providers, client reference checks, and an ongoing analysis of the UCC services market Contents: This report features 10 UCC specialist service provider profiles and includes: A summary dashboard – assessment of market impact and vision and capability Providers’ key strengths and limitations Membership(s) Digital Workplace Outsourcing Excellence

Despite providers’ continuous efforts, a gap exists between expected enterprise outcomes and actual results. This highlights the need for tailoring workplace solutions to address diverse employee needs based on user, industry, and digital workplace segment. The report stresses the importance of understanding and bridging these gaps for customer satisfaction and success. The report defines workplace contextualization as tailored services aimed at addressing individual employee needs arising from the three dimensions of user, industry, and segment, and explores the fourth hidden dimension of individuality in the workplace. It identifies significant gaps between enterprise expectations and provider solutions and provides a three-dimensional model to master the craft of workplace solutions design. Through case studies and insights for enterprise success, the report emphasizes the importance of taking a holistic approach to workplace contextualization, enabling organizations to anticipate future challenges and foster long-term success in a rapidly evolving business environment. Scope All industries and geographies Contents In this report, we: Define workplace contextualization Identify the gaps in existing contextualized workplace solutions Propose a model for mastering contextualized workplace solutions Provide insights for enterprise success Membership(s) Digital Workplace Sourcing and Vendor Management