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.

As enterprises embrace hybrid work and respond to the evolving expectations of multigenerational workforces, rethinking digital workplace strategies has become a strategic priority. Microsoft modern work solutions, such as Microsoft Teams and other Microsoft 365 applications, are central to this evolution, enabling improved collaboration, productivity, and employee engagement. With broad global adoption, the Microsoft modern work ecosystem has become the default choice for many organizations, supported by providers offering comprehensive consulting, development, deployment, and managed services. While adoption remains strong, ongoing economic challenges and shifting enterprise priorities are prompting a sharper focus on cost efficiency. In response, providers are deepening their strategic alignment with Microsoft, cocreating industry-specific solutions, and delivering future-ready architectures. In this report, we assess 20 Microsoft modern work providers. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, Microsoft modern work offerings, innovation and investments, partner networks, and strengths and limitations.

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

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

Despite global economic challenges, political shifts, and increased returns scrutiny in 2024, enterprises remain optimistic. They focus on value creation and enhancing employee experience through workplace transformations. These transformations include generative AI, copilots, collaborative cloud tools, and agentic AI. As enterprises seek to stay competitive, they increasingly partner with providers to guide them in adopting and evolving these new technologies. This shift has led to heightened expectations, with enterprises demanding more from their providers and seeking strategic partnerships with innovation. In response, providers are exploring new ways to meet these evolving demands across industries. While several have found the right mix to meet client management and introduce innovative commercial models, challenges remain around ensuring consistent innovation, delivering added value, and maintaining resources’ technical expertise. In this report, we examine enterprise satisfaction levels with their providers. The report explores reasons for dissatisfaction and outlines enterprises’ future priorities. It also identifies the top five digital workplace service providers delivering superior value across North America and Europe. Scope Geography: North America and Europe Inclusion criteria for rankings: primary inputs gathered through buyer references, case studies, and RFI documents for Digital Workplace PEAK Matrix® Assessment 2024 Contents In this report, we: Offer a summary of enterprises’ views on providers’ capabilities Assess enterprise satisfaction levels regarding their digital workplace service providers Analyze enterprises’ future priorities in the digital workplace, detailing solutions, or technologies that enterprises plan to invest in Evaluate the top five digital workplace service providers delivering superior value across North America and Europe Membership(s) Digital Workplace Sourcing and Vendor Management

After a period of substantial growth, the digital workplace market has slowed, primarily due to global macroeconomic challenges. These conditions have prompted organizations to focus on maximizing the value of their prior investments. However, investment trends are expected to resurge in the next few years, characterized by a strategic blend of cost optimization and transformative initiatives. Generative AI is at the forefront of this shift, fueling organizational change and innovation. Mid-market digital workplace customers share priorities with larger enterprises but approach them differently. While large organizations can develop complex, highly customized solutions, most SMBs focus on cost efficiency and prefer staggered investments through shorter, more agile engagements. In response to these distinct demands and the evolving workplace landscape, service providers are increasingly investing in different initiatives and building unique offerings and IP assets to support mid-market clients in their digital workplace transformation. This report combines information from interactions with 21 digital workplace service providers and Everest Group's proprietary intellectual property to create precise, fact-driven profiles. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, digital workplace offerings, innovations and investments, partner network, and strengths and limitations. Scope Industry: digital workplace services Geography: global Contents This report includes: 21 digital workplace services providers’ profiles Digital workplace services vision with revenue details 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 Membership(s) Digital Workplace Sourcing and Vendor Management

As enterprises adopt hybrid work across a multi-generational workforce, each with unique needs and priorities, they are redefining their workplace strategies to align with the future of work. In this evolution, Microsoft’s Modern Work offerings such as Teams and other Office 365 applications have instrumental in revolutionizing enterprise communication and collaboration tools, thereby enhancing employee engagement and productivity. Further, in their quest for providers who can deliver effective Modern Work solutions and navigate the pillars of Employee Experience (EX), productivity, and cost optimization, enterprises are increasingly recognizing the value of Microsoft Modern Work specialist service providers This report explores the scope of Microsoft Modern Work and highlights how specialist service providers in this space are carving out their niche by expanding capabilities, adjusting strategies, and offering expertise across key segments: collaboration and productivity, desktop and virtualization management, converged communications, enterprise mobility, and employee enablement. Scope All industries and geographies Contents In this report, we study: The digital workplace evolution and provider landscape Key benefits of engaging with Microsoft Modern Work specialists service providers The top 10 specialist service providers in each segment of Microsoft Modern Work services Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

IT management, once viewed as a troubleshooting function, has transitioned into a holistic entity that improves employee experience and streamlines business operations. Conversational AI is leading this transformation, translating AI capabilities into measurable business benefits such as elevating user experience, productivity, and cost efficiency. Moreover, generative AI can significantly boost conversational AI platforms' performance by enhancing their conversational intelligence and cognitive capabilities, improving data security and quality, assessing multimodal sentiments, analyzing agent behavior, enhancing virtual agent training, and providing other valuable functionalities. Consequently, organizations are increasingly adopting conversational AI platforms, especially to support and expand IT management and uncover growth opportunities. This compendium provides comprehensive and fact-based snapshots of 12 conversational AI for IT management technology providers and analyzes their capabilities. It enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we feature 12 conversational AI for IT management provider profiles and include their: Company and product overview Recent investments and announcements Market adoption and key partnerships Product features and capabilities Membership(s) 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 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