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.

Despite the global economic downturn, enterprises continue to embrace AI, with generative AI demonstrating strong workplace transformation potential. Segments such as service desks and unified communication and collaboration have significantly advanced, leading to enterprises achieving notable IT and business benefits through its adoption. This report examines generative AI adoption’s current landscape across various workplace segments, its impact on both enterprise needs and employee challenges, and the anticipated transformations within these areas. We further address pilot fatigue associated with generative AI implementation and outline key success factors for effective deployment. In conclusion, we emphasize workplace leadership’s key role in this transformation, offering insights on how leaders can actively engage in decision-making and advocate the cause of employee experience with respect to generative AI initiatives to optimize its advantages within the workplace. Scope Industry: All industries and geographies Contents In this report, In this report, we explore: Generative AI adoption’s current level and its future transformation Key enterprise considerations Key success factors for generative AI adoption Key considerations for workplace leadership in the future

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

After a period of significant growth, the global services market has witnessed a slowdown due to prevalent macroeconomic challenges, however, the growth of the digital workplace market remains promising, driven by new enterprise investments focused on cost optimization and gen AI-powered transformations. With the North American market facing the brunt of global macroeconomic conditions, enterprises have scrutinized their spend with a heightened focus on value-driven outcomes throughout their workplace transformation journey. Moreover, providers are strengthening themselves by focusing on industry-specific workplace solutions, gen AI-led innovations, and product-driven approaches. In Europe, enterprises continue to exhibit cautious optimism, as evidenced by their strategic investments in digital workplaces with a key focus on enhancing employee experience, sustainability, and governance. Additionally, providers are differentiating their offerings through innovation and by maintaining an ideal balance between global and local service delivery mix to align with cultural nuances, increased regulatory and compliance requirements, and dynamic sustainability mandates. In this report, we assess 31 digital workplace services providers featured on the Digital Workplace Services PEAK Matrix® – North America and Europe. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, digital workplace offerings, innovation and investments, partner network, and strengths and limitations. Scope Industry: digital workplace services Geographies: North America and Europe Contents This report includes: 31 digital workplace services providers’ profiles Digital workplace services vision with revenue details for North America and Europe Proprietary solutions for digital workplace services Recent innovations, investments, and mergers and acquisitions made in the digital workplace services space Digital workplace services partnerships with various business organizations Memberships Digital Workplace Sourcing and Vendor Management

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 presents providers with a unique opportunity to stand out with innovative and distinctive solutions. In North America, macroeconomic headwinds, including rising inflation, higher banking interest rates, and political complexities, have weakened spending momentum, prompting a heightened focus on optimizing costs and realizing value from previous transformation investments. In response, providers are expanding their solution portfolios by integrating next-generation technologies, such as generative AI, while also developing industry- and persona-specific offerings. Additionally, providers are moving ahead with a cost-plus-value-driven approach to better position themselves as strategic partners to their enterprise customers. In this report, we assess 28 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® North America 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 Geography: North America This assessment is based on Everest Group’s annual RFI process conducted over Q1 and Q2 2024, interactions with leading digital workplace services providers, and an ongoing analysis of the digital workplace services marketplace in North America Contents In this report, we examine 28 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

Aftermath a period of substantial growth, the digital workplace market has slowed due to global macroeconomic conditions, which has compelled enterprises to realize their prior investments. However, the upcoming years are poised to witness a resurgence in enterprise investment trends, mainly cost optimization and transformative initiatives via gen AI. Improving Employee Experience (EX) is the top priority in the European digital workplace market, with an increased focus on cost optimization. The market also maintains a combination of global and local service delivery to manage cultural nuances and deal with regulatory and compliance restrictions, dynamic sustainability mandates, and complex vendor landscapes. Digital workplace service providers strengthen their geographical capabilities and offer enterprises industry- and persona-specific solutions that follow a security-by-default approach and ESG compliance. Additionally, providers enhance their consulting and advisory capabilities to position themselves as strategic enterprise partners. In this report, we assess 23 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® – Europe. The report will enable buyers to select the best-fit provider for their sourcing considerations and empower providers to benchmark themselves against their competition. Scope All industries Geography: Europe This assessment is based on Everest Group’s annual RFI process for Q1 and Q2 2024, interactions with leading digital workplace service providers, and an ongoing analysis of the European digital workplace services marketplace Contents In this report, we: Examine 23 digital workplace service providers’ market impact, vision, and capability Assess providers’ key strengths and limitations Evaluate enterprise sourcing considerations Membership(s) Digital Workplace Sourcing and Vendor Management

The hybrid work model has become the new norm, fueling a surge in demand for seamless communication and collaboration services. As enterprises adapt to this evolving landscape, the Unified Communication and Collaboration (UCC) market transforms with innovative AI, generative AI, Copilots, immersive collaboration, and integrated security offerings driving growth. In this transformative environment, enterprises seek providers that can deliver comprehensive UCC solutions while balancing Employee Experience (EX), productivity, and cost optimization. UCC services specialists play a vital role in broader digital workplace services engagements, either independently or through strategic partnerships, due to their unique value proposition and expertise. This compendium provides detailed and fact-based snapshots of 10 UCC specialist service providers featured on Everest Group’s Unified Communication and Collaboration (UCC) Specialist Services PEAK Matrix® Assessment. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, UCC offerings, innovation and investments, and partner network. 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 In this report, This report features 10 UCC specialist service provider profiles and includes: Providers’ UCC services business – vision, scale, overall focus, and UCC services adoption across industry, service segments, buyer groups, and geographies Providers’ UCC services offerings – services portfolio and relative focus across service lines Domain investments, key solutions, and key partnerships Membership(s) Digital Workplace Sourcing and Vendor Management

Gen AI has generated significant buzz among providers and enterprises, marked by frequent announcements that highlight its rapid progress. However, the adoption of gen AI in digital workplace tells a different story. In this study, we have covered gen AI adoption in digital workplace among 4 key segments. While end-user support and Unified Communication and Collaboration (UCC) show some movement toward production, we see limited movement in other areas as most enterprises remain in the pilot stage, experiencing what is known as pilot fatigue. In this report, we provide an overview of the digital workplace market, highlighting key business objectives and challenges, and gen AI’s impact on addressing these issues. We assess the market maturity of gen AI adoption in the digital workplace and analyze the progression of various use cases, drawing insights from data collected through Everest Group's gen AI RFI. Scope All industries and geographies Service: digital workplace Contents In this report, we examine: Digital workplace services’ overview, value chain, key business issues, and challenges Gen AI’s impact in addressing digital workplace services challenges Market maturity for gen AI adoption Segment wise adoption in digital workplace services based on the study Membership(s) Service Optimization Technologies (SOT) Artificial Intelligence (AI) Sourcing and Vendor Management

During its Google Cloud Next ’24 event in Las Vegas on April 9-11, 2024, Google announced the release of new features under its Workspace offering. Key takeaways from the release include Google consolidating its generative AI offerings under Gemini, unveiling advanced features for communication and collaboration, and progressing in AI agent adoption through open-source models and Vertex AI agent builder. In this report, we analyze the product, highlighting areas for improvement, such as Google Workspace’s restricted end-to-end play in digital workplace services and its position lagging behind Microsoft in this space. Additionally, we assess the product, evaluating how well Google Workspace has promoted its messaging of a generative AI workspace through practical AI solutions and its strong emphasis on channels and partnerships. Scope All industries and geographies The report is based on our assessment of information released by Google Cloud during its Google Cloud Next ’24 event Contents In this report, we: Outline key workplace issues and objectives, along with themes that are driving and inhibiting demand Detail Google’s current positioning concerning its workspace portfolio Analyze the product’s strengths and areas of improvement Membership(s) Digital Workplace Sourcing and Vendor Management