ServiceNow Knowledge 2025 marked a significant evolution in the company’s AI strategy, positioning the Now Platform as an AI-first operating system for enterprise transformation. Key announcements included the launch of AI Agent Studio – a no-code environment to build task-specific AI agents – alongside AI Control Tower, a governance framework for cross-enterprise agent oversight, and Agent Fabric, which enables seamless coordination between ServiceNow and third-party AI agents. These innovations drive the shift from siloed automation to intent-driven orchestration and autonomous operations. ServiceNow also extended its reach beyond IT with the unveiling of a unified AI-powered CRM that integrates sales, service, and fulfilment processes. In parallel, the company expanded its Core Business Suite to embed AI into HR, procurement, and finance workflows. For enterprises and providers alike, the event underscored emerging opportunities around AI lifecycle services, agent governance, and cross-platform workflow transformation. Scope All industries and geographies This report is based on our assessment of ServiceNow’s Knowledge 2025 event Contents In this report, we examine: Key enterprise issues and objectives related to agentic AI, as well as ServiceNow’s alignment with the objectives ServiceNow’s current positioning and its major AI offerings ServiceNow’s key product and feature announcements at Knowledge 2025

ServiceNow and its partner ecosystem are growing due to its robust IT service management and workflow automation capabilities, industry-specific applicability, and low-code development approach. Enterprises are increasingly adopting ServiceNow modules to address their evolving business needs. The demand for operational agility, workflow automation, and enhanced customer experience is driving its widespread implementation. Organizations are modernizing IT operations, automating legacy processes, and integrating AI-driven capabilities to enhance efficiency and collaboration. Successful case studies and high market impact further reinforce ServiceNow’s market leader position. Despite these driving factors, several challenges, such as talent gaps in ServiceNow-specific expertise and a lack of product knowledge, are hindering enterprises from scaling their ServiceNow portfolios. To address these challenges, enterprises are assessing providers based on key factors such as domain expertise and consulting capabilities. This report examines the different types of providers and how enterprises assess them to align with their specific business needs. In this report, we profile 15 niche providers and highlight their capabilities across key industries, ServiceNow modules, and geographic regions. Scope All industries and geographies Advisory/Consulting services, implementation services, maintenance, and support services across cloud and on-premises deployment of ServiceNow modules Contents In this report, we highlight: Factors driving ServiceNow adoption Key factors inhibiting enterprises to scale their ServiceNow portfolios Key factors enterprises consider when selecting a ServiceNow service provider Enterprises’ satisfaction with Global System Integrators (GSIs) and niche providers Framework for enterprises to choose the right-fit partner Typical business scenarios to leverage GSIs and niche providers Profiles of featured providers

The SAP services market is strategically transforming from traditional enterprise software to a key digital transformation driver. The focus has shifted to cloud adoption, AI integration, and sustainability, with initiatives such as RISE with SAP and GROW with SAP playing a vital role. With 60-70% of enterprises yet to migrate to S/4HANA, the upcoming migration wave will reshape the market. Scalable approaches, such as brownfield and hybrid strategies, are essential to balance business continuity with transformation. Providers are addressing the rising demand for customized solutions by investing in industry-specific accelerators, enhancing S/4HANA expertise, and strengthening hyperscaler partnerships. This ecosystem-driven approach simplifies migrations, accelerates deployment, and delivers tangible business outcomes at a lower Total Cost of Ownership (TCO). As SAP’s innovations align with the S/4HANA migration urgency, enterprises must strategically prepare to seize these opportunities, ensuring smooth migrations that drive digital transformation and sustainable value. This compendium provides comprehensive and fact-based snapshots of 30 SAP business application service providers, highlighting their capabilities. Each profile offers a comprehensive picture of the provider’s service focus, key IP solutions, and domain investments. The report assists buyers in selecting the best-fit provider for their needs and enables providers to benchmark themselves against peers. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading providers, client reference checks, and an ongoing analysis of the SAP business application services market Contents In this report, we: Examine the SAP business application services market Compare providers’ key strengths and limitations Assess each provider’s vision, capability, and market impact Categorize providers as Leaders, Major Contenders, and Aspirants Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

In the current macroeconomic market, enterprises are shifting their focus from new investments in their workflow automation solutions to optimizing the value of their existing investments. Around 64% of enterprises are dissatisfied with the outcomes of their current investments. This data suggests enterprises must assess their workflow maturity and develop initiatives leveraging third-party providers’ expertise. Fragmented systems, excessive customizations, and misalignment with strategic goals are a few challenges that enterprises face in their value realization journeys. In this report, we present an end-to-end framework for enterprises to assess their current workflow maturity, bridge the value realization gap, and maximize the ROI from workflow platforms. The report offers actionable insights into overcoming key challenges, assessing platform maturity, optimizing value, and leveraging external providers to drive results. Scope All industries and geographies Contents In this report, we examine: Enterprise challenges hindering the workflow platform’s full value realization Workflow maturity framework for enterprises Third-party providers’ role in value realization from workflow automation platform investments Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

The SAP services market is strategically evolving from traditional enterprise software to a key digital transformation driver. With initiatives such as RISE with SAP and GROW with SAP, the focus has now shifted to cloud adoption, AI integration, and sustainability. With 60-70% of enterprises yet to migrate to S/4HANA, the upcoming migration wave will reshape the market. Scalable approaches such as brownfield and hybrid strategies are vital to balance business continuity with transformation. Providers are addressing the rising demand for customized solutions by investing in industry-specific accelerators, enhancing S/4HANA expertise, and strengthening hyperscaler partnerships. This ecosystem-driven approach simplifies migrations, accelerates deployment, and delivers tangible business outcomes at a lower Total Cost of Ownership (TCO). As SAP’s innovations align with S/4HANA migrations’ urgency, enterprises must strategically prepare to seize these opportunities, ensuring smooth migrations that drive digital transformation and sustainable value. In this report, we assess 30 providers featured on the SAP Business Application Services PEAK Matrix® Assessment 2025 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading providers, client reference checks, and an ongoing analysis of the SAP business application services market Contents This report features detailed assessments, including strengths and limitations, of 30 providers that focus on SAP business application services. Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

On September 10, 2024, ServiceNow launched Xanadu, its comprehensive offering of AI innovations tailored for the telecom, retail, banking, and public sector industries. This release significantly enhances its gen AI offerings, expanding the reach of Now Assist services to address key enterprise needs, including security and threat management. The release also features the Now Assist Skill Kit, which helps create custom gen AI skills and prompts. Additional innovations include data visualization, chat- and email-reply generation, change summarization, and proactive prompts. Scope All industries and geographies The report is based on our assessment of ServiceNow’s Xanadu release announcement Contents In this report, we examine: Consider key enterprise workflow automation issues and objectives, as well as themes driving and inhibiting demand Evaluate ServiceNow’s current positioning and its workflow automation product offerings Discuss ServiceNow’s Xanadu release announcement Provide Everest Group’s view on ServiceNow’s Xanadu release Membership(s) Application Services Banking and Financial Services Information Technology Cloud and Infrastructure Services Clinical Development Technology Cybersecurity Data & Analytics Digital Services Digital Workplace Enterprise Platform Services (EPS) Healthcare Payer and Provider Information Technology Insurance Information Technology Marketing and Interactive Experience> Life Sciences Information Technology Retail and CPG Sustainability Technology and Services Sourcing and Vendor Management

While industry-specific cloud solutions serve business-specific needs, Salesforce’s focus has shifted to a unified customer view with Einstein Analytics and Customer 360 with evolving enterprise expectations. AI and ML integration has further boosted Salesforce’s automation, personalization, and data analytics capabilities. Providers are scaling their industry- and gen AI-specific talent pools. Simultaneously, they are forging dedicated partnerships with Salesforce for AI and co-innovation and developing differentiated IP and assets to augment enterprise transformation journeys. This compendium provides comprehensive and fact-based snapshots of 23 providers, highlighting their capabilities and offerings for Salesforce services. Each profile offers a detailed overview of the provider’s service focus, key IP/solutions, and domain investments. This research will enable buyers to select the best-fit provider for their needs and empower providers to benchmark themselves against their competition. Scope All industries and geographies This report is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading providers, and an ongoing analysis of the Salesforce services market Contents This report features 23 Salesforce service provider profiles which includes: An overview of the Salesforce service providers Providers’ case studies and proprietary solutions Partnerships and investments in the Salesforce services domain Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

Small and Midsize Enterprises (SMEs) are adopting Microsoft Business Applications to transform their operations, gain visibility, and manage end-to-end processes, including modernizing their customer experiences. In contrast, large enterprises leverage Microsoft Business Applications to strengthen their core systems by building on their existing systems. The Microsoft Business Applications market is driven by a lower Total Cost of Ownership (TCO) and faster time-to-market. Enterprises adopt Microsoft Business Applications due to their AI integration with offerings and seamless connection with other Microsoft offerings. In response, providers are developing talent pools and building robust accelerators to support enterprises’ digital transformation journeys. In this report, we analyze the Microsoft Business Applications services market, deal trends, and key enterprise demand trends, including gen AI. The report also offers key takeaways for enterprises and discusses implications for service providers. Scope All industries and geographies This report is based on interactions with leading IT service providers and client reference checks as part of the Microsoft Dynamics 365 Services PEAK Matrix® Assessment Contents In this report, we: Analyze the Microsoft Business Applications services market, highlighting market size split by geography, industry, product areas, and buyer size Evaluate Microsoft Business Applications services deal characteristics, including spending across the value chain and deal trends analysis across geographies and industries Examine key enterprise demand trends, including enterprise transformation areas, buyer satisfaction across key Microsoft Business Applications product areas, buyer imperatives, gen AI strategies across enterprise platforms, and AI transformation strategies for enterprises Assess implications for service providers Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

Over the past few years, Salesforce has transformed from a pure-play CRM platform to a comprehensive suite of applications, empowering enterprises. The company has shifted its focus to providing a more integrated and comprehensive customer view to its clients with help of its offerings such as Einstein Analytics and Customer 360. It later introduced industry-specific cloud solutions to cater to industry-specific needs of enterprises. Currently, it has been in forefront of adopting and integrating AI/ML functionalities across its stack to further boost the platform’s automation, personalization, and data analytics capabilities. In response, providers are scaling their industry-specific and gen AI-specific talent pool, partnering with Salesforce for AI and solutioning, and developing differentiated IP to augment enterprise transformation journeys. In this report, we examine Salesforce services’ value, including customer satisfaction across key parameters. This report also identifies the top five providers that have delivered superior value to enterprises. Scope All industries and geographies Services: advisory/consulting services, implementation services, maintenance, and support services for Salesforce This assessment is based on over 60 unique interviews conducted in 2023-24 with global enterprises, nominated as reference clients by different providers and evaluated using the Everest Group PEAK Matrix® for Salesforce services Contents In this report, we examine: Enterprises’ overall satisfaction with Salesforce services Enterprises’ satisfaction across domain expertise, talent management, and commercial flexibility Salesforce Pulse 2024: Top Five Service Providers Delivering Superior Value Insights from enterprises on their experiences with these top five Salesforce service providers Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

While industry-specific cloud solutions serve business-specific needs, Salesforce's focus has shifted to a unified customer view with Einstein Analytics and Customer 360 with evolving enterprise expectations. AI and ML integration has further boosted Salesforce’s automation, personalization, and data analytics capabilities. Providers are investing in scaling their industry- and generative AI-specific talent pools. Simultaneously, they are forging dedicated partnerships with Salesforce in areas such as AI and co- innovation and developing differentiated IP and assets to augment enterprise transformation journeys. In this report, we assess 24 providers featured on the Salesforce Services PEAK Matrix® Assessment 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for calendar year 2024, interactions with leading providers, client reference checks, and ongoing analysis of the Salesforce services market Contents In this report, we feature detailed assessments – including strengths and limitations – of 24 providers that focus on Salesforce services. Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management