The global services market is highly dynamic and evolving rapidly, as reflected in the shift in priorities from cost arbitrage to automation. Third-party providers are continually assessing their market positions and refining their growth strategies. As enterprises explore different sourcing models to uncover additional value, it is vital for them to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots 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 Industry: All industries Geographies: All geographies 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 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 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

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 rapidly, as reflected in the shift in priorities from cost arbitrage to automation. Third-party providers are continually assessing their market positions and refining their growth strategies. As enterprises explore different sourcing models to uncover additional value, it is vital for them to evaluate new technology offerings and different pricing models. Everest Group’s Provider Snapshots 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. 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 Delivery footprint and headcount: providers’ delivery presence and headcount across the globe 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

Every year, a large proportion of the sourced services market returns to the planning/negotiating table with the expiry of contracts. Most of these deals have been originally procured via a competitive process involving Request for Proposals (RFPs), capability assessment, and shortlisting of service providers. Renewals provide service providers the opportunity to deliver innovative services and next-generation technology solutions to expand their wallet share amid challenges such as saturation, slowing growth rate, and new and more agile competitors. They also provide enterprises the opportunity to make course corrections based on lessons learned during the lifetime of just-concluded engagements and adjust their sourcing strategies to suit the current business environment. Buyers of application services with long-term multi-tower engagements are driving the productivity agenda hard and are not averse to considering alternative service providers to counter declining productivity levels. Scope This research analyzes global renewals in the Application Services (AS) space coming up in the next two years (2020-2021). Contents In this report, we: Analyze ITS and BPS markets, especially deals to be renewed in the future Carry out vertical, geographical, and scope-based analysis, with a focus on AS and bundled contracts Study AS and bundled contracts by scope (development, maintenance, ERP implementation, ERP maintenance, and system integration) across geographies Membership(s) Application Services

Every year, a large proportion of the sourced services market returns to the planning/negotiating table with the expiry of contracts. Most of these deals have been originally procured via a competitive process involving Request for Proposals (RFPs), capability assessment, and shortlisting of service providers. Renewals provide service providers the opportunity to deliver innovative services and next-generation technology solutions to expand their wallet share amid challenges such as saturation, slowing growth rate, and new and more agile competitors. They also present enterprises with the opportunity to make course corrections based on lessons learned during the lifetime of the just-concluded engagement and adjust their sourcing strategies to suit the current business environment. Buyers of infrastructure services, especially long-term engagements having multiple towers in scope, are driving the productivity agenda hard and are not averse to considering alternative service providers to tackle declining productivity levels. This research analyses renewals coming up in the next two years, with a focus on Infrastructure Services (IS) contracts. Scope Analysis of the ITS and BPS markets, with a deep dive into IS deals up for renewal over the next two years. Contents In this research, we analyze renewals coming up in the next two years across the following categories: Key vertical, geographical, and scope-based analysis, with a focus on IS and bundled contracts IS and bundled contracts by scope (datacenter, network, helpdesk, and desktop) across geographies Membership(s) Cloud & Infrastructure Services

The increasing need to engage and satisfy employees, accompanied by a shortage in skilled talent, has shifted the spotlight to employee experience. This report helps enterprises understand and improve employee experience by highlighting the increasing role start-ups have started to play in the area by offering innovative solutions in the following areas: Employee recognition Financial wellness Physical wellness Employee development Employee assistance Employee collaboration Employee engagement analytics This report also discusses the key enablers for enterprises to achieve superior employee experience and ways to provide better experience across all of them. Using a three-step approach, we have shortlisted the top 20 start-ups, a.k.a. trailblazers, from an initial list of more than 400. We evaluated the start-ups on business maturity, investor confidence, solution capability, and innovation, considering the impact of their solutions, key leadership profile, novelty of solutions in terms of innovation and underlying technologies, partnership ecosystem, market adoption, and investor confidence and profile. Membership(s) Human Resources Outsourcing (HRO)

Mounting digital transformation pressures and changing consumer preferences are disrupting the current financial services landscape. Buyer needs in this evolved setup are changing, leading to a shift in expectations from the service providers. Although traditional factors that influence outsourcing decision such as cost optimization are still important, factors contributing to business / strategic impact are gaining importance. Buyers now expect service providers to act as able “strategic partners” in the digital journey and help achieve their business objectives such as driving operational efficiencies. In this research, Everest Group attempts to assess Banking and Financial Services (BFS) enterprises’ experience and satisfaction levels in working with service providers across IT Services (ITS) and Business Process Services (BPS). This report attempts to cover following key topics: The relative importance of outsourcing drivers from a buyer’s perspective Extent of buyers’ satisfaction with the performance of their service providers across both traditional and new-age metrics Insight into key factors that are proving to be differentiators for service providers Key strengths and areas of improvement cited by buyers The report would enable the service providers to gain deeper insights into their buyers’ expectations, identify gaps in present capabilities, and devise resolution measures to address these gaps. Further, BFS enterprises can leverage this report to analyze their current engagements with service providers as well as understand their role in attaining higher satisfaction levels. The assessment is based on quantitative and qualitative insights generated from 200+ interviews and online surveys conducted with enterprises globally, that have engagements with 40+ global service providers. Scope of this report Services: ITS and BPS Geography: Global Industry: Banking and financial services Contents The research covers the following topics: Analysis of enterprises’ outsourcing drivers and expectations Enterprise’s assessment of SPs’ performance Key take-aways for service providers & enterprises Membership(s) Banking and Financial Services (BFS) - Business Process Outsourcing (BPO) Banking and Financial Services (BFS) – IT Services

Every year a large portion of the sourced services market comes back to the planning/negotiating table, as contracts keep expiring. Most of these deals had originally been procured via a competitive process involving Request for Proposals (RFPs), capability assessment, and shortlisting of service providers. Renewals and recompetes provide opportunity for service providers to deliver innovative services, attractive commercials, and next-generation technology solutions to expand their wallet share amidst disruptive factors such as saturation, slowing growth rate, and new and more agile competitors. It also provides enterprises with an opportunity to make course correction based on lessons learned during the lifetime of the just-concluded engagement and adjust sourcing strategy to suit the current business environment. Buyers of infrastructure services with long-term multi-tower engagements are driving the productivity agenda hard and are not averse to looking at alternative service providers to counter declining productivity levels. This research analyzes renewals coming up in the next two years, with a focus on infrastructure services (IS) contracts. Scope of the analysis The scope of this report includes: Analysis of the ITS and BPS markets with deals in scope that are to be renewed in the future Key vertical, geographical, and scope-based analysis with a focus on IS and bundled contracts Analysis of IS and bundled contracts by scope (datacenter, network, helpdesk, and desktop) across geographies Membership(s) Cloud & Infrastructure Services

Every year a large portion of the sourced services market comes back to the planning/negotiating table, as contracts keep expiring. Most of these deals had originally been procured via a competitive process involving Request for Proposals (RFPs), capability assessment, and shortlisting of service providers. Renewals and recompetes provide opportunity for service providers to deliver innovative services, attractive commercials, and next-generation technology solutions to expand their wallet share amidst disruptive factors such as saturation, slowing growth rate, and new and more agile competitors. It also provides enterprises with an opportunity to make course correction based on lessons learned during the lifetime of the just-concluded engagement and adjust sourcing strategy to suit the current business environment. Buyers of application services with long-term multi-tower engagements are driving the productivity agenda hard and are not averse to looking at alternative service providers to counter declining productivity levels. This research analyses renewals coming up in the next two years, with a focus on Application Services (AS) contracts. Scope of the analysis The scope of this report includes: Analysis of the ITS and BPS markets with deals in scope that are to be renewed in the future Key vertical, geographical, and scope-based analysis with a focus on AS and bundled contracts Analysis of AS and bundled contracts by scope (development, maintenance, ERP implementation, ERP maintenance, and system integration) across geographies Membership(s) Application Services