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

At the Dreamforce 2024 event in San Francisco, California, Salesforce announced multiple innovations in AI-driven CRM tools, empowering businesses to deliver personalized experiences. The event focused on agentic AI (or AI as an agent) through the company’s latest offering, Agentforce, which helps businesses take customer experience to a new level. In this report, we analyze this new release, assess how Agentforce aligns with enterprise objectives and requirements, and identify its strengths and what could be better. Scope All industries and geographies The report is based on Everest Group’s assessment of Salesforce’s product launch at its Dreamforce 2024 event Contents In this report, we examine: Outline agentic AI’s key objectives and requirements Examine the themes that drive and inhibit demand Evaluate Salesforce’s current positioning and its AI offerings Analyze the new release’s strengths and areas of improvement Membership(s) Service Optimization Technologies (SOT) 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 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

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

SAP’s mid-market services market contributed over US$10 billion, posting double-digit YoY growth. Since the launch of SAP BTP, RISE with SAP, and GROW with SAP programs, momentum is growing for Small and Mid-sized Businesses (SMBs) to adopt the SAP suite for modernization and consolidation initiatives. Unlike their large counterparts, which have the resources to build complex solutions with extensive customizations, most SMBs seek packaged solutions, including preconfigured industry solutions, to transform their processes and experiences. Unique enterprise demands and evolving SAP offerings are compelling providers to invest in talent initiatives and build differentiated IP assets to assist enterprises in their SAP journeys. This compendium provides comprehensive and fact-based snapshots of 15 providers, highlighting their capabilities and offerings for SAP business application services for mid-market enterprises. Each profile offers a detailed overview of the provider’s service focus, key IP/solutions, and domain investments. The research will enable buyers to select the best-fit provider for their needs and allow providers to benchmark themselves against the competition. Scope All industries and geographies The report is based on Everest Group’s annual RFI process for calendar year 2023, interactions with leading providers, client reference checks, and ongoing analysis of the SAP business application services market Contents This report features detailed assessments, including strengths and limitations, of 15 providers that focus on SAP business application services. Membership(s) Enterprise Platform Services (EPS) Outsourcing Excellence

SAP’s mid-market services market has already made a significant impact, contributing an impressive US$10+ billion with a double-digit YoY growth rate. Momentum is growing for Small and Medium-sized Businesses (SMBs) to adopt the SAP suite for modernization and consolidation initiatives since the launch of SAP BTP, RISE with SAP, and GROW with SAP programs. SAP mid-market customers have distinct priorities compared to large clients. Unlike their large counterparts, which have the resources to build complex solutions with extensive customization, the majority of SMBs seek packaged solutions, including preconfigured industry solutions, to transform their processes and experiences. They are cost-efficient and often spend in staggered intervals on multiple short sprints of engagements. With distinct enterprise demands and evolving SAP offerings, providers are investing in talent initiatives and building differentiated IP assets to assist enterprises in their SAP journey. In this report, we assess 15 providers featured on the SAP Business Application Services for Mid-market PEAK Matrix® Assessment 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile comprehensively describes providers’ focus areas, key Intellectual Property (IP) / solutions, and domain investments. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, 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 15 providers that focus on SAP business application services. Membership(s) Enterprise Platform Services (EPS) Outsourcing Excellence

Amid rapid digitalization and dynamic market landscapes powered by AI, enterprises worldwide are navigating the complexities of business transformation, with a strong emphasis on adopting AI, optimizing costs, and achieving rapid RoI. These enterprises seek cost-effective yet high-value solutions with strong domain contextualization, focusing on key investment themes such as process automation, data and analytics, low-code/no-code development, and Customer Experience (CX) transformation. In response to the changing market landscape, Pega has transformed from a workflow automation powerhouse to an AI-driven platform in recent years, integrating automation, decisioning, CX products, and low-code tools for hyper-agile digital journeys. As client expectations evolve and the Pega landscape continues to change, providers are redoubling their efforts and investing in scaling the certified talent pool, establishing innovation ecosystems, and enhancing their domain capabilities. These efforts complement the industry functionalities/frameworks offered by Pega across key verticals such as Banking, Financial Services, and Insurance (BFSI), Healthcare and Life Sciences (HLS), telecommunications, and the public sector. This compendium provides comprehensive and fact-based snapshots of 23 providers featured on the Pega Services PEAK Matrix® Assessment 2024 and categorizes them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile offers a comprehensive picture of the provider’s service focus, key Intellectual Property (IP) / solutions, and domain investments. The study will assist buyers in selecting the best-fit provider for their needs, while providers will be able to benchmark themselves against each other. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading providers, client reference checks, and an ongoing analysis of the Pega services market Contents This report features 23 Pega services provider profiles and includes: An overview of providers’ Pega services business and offerings – projects completed, resources used; and revenue split by services value chain, product segment, buyer size, industry, and geography An assessment of providers’ Pega services case studies, delivery capabilities, domain investments, and key solutions Membership(s) Enterprise Platform Services (EPS) Outsourcing Excellence

Amid rapid digitalization and dynamic market landscapes powered by AI, enterprises worldwide are navigating the complexities of business transformation, placing a strong emphasis on adopting AI, optimizing costs, and achieving rapid RoI. These enterprises seek cost-effective yet high-value solutions with strong domain contextualization, focusing on key investment themes such as process automation, data and analytics, low-code/no-code development, and CX transformation. In response to the changing market landscape, Pega has transformed from a workflow automation powerhouse to an AI-driven platform in recent years, integrating automation, decisioning, CX products, and low-code tools for hyper-agile digital journeys. As client expectations evolve and the Pega landscape continues to change, providers are redoubling their efforts and investing in scaling the certified talent pool, establishing innovation ecosystems, and enhancing their domain capabilities. These efforts complement the industry functionalities/frameworks offered by Pega across key verticals such as Banking, Financial Services, and Insurance (BFSI), Healthcare and Life Sciences (HLS), telecommunications, and the public sector. In this report, we assess 23 providers featured on the Pega Services PEAK Matrix® Assessment 2024 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 focus areas, key Intellectual Property (IP) / solutions, and domain investments. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading providers, client reference checks, and an ongoing analysis of the Pega services market Contents This report features detailed assessments, including strengths and limitations, of 25 providers that focus on Pega services. Membership(s) Enterprise Platform Services (EPS) Outsourcing Excellence