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

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

At its Sapphire event in Orlando, Florida on June 3-5, 2024, SAP announced the release of new features for its cloud ERP and Joule offering. This release strengthens SAP’s cloud and generative AI capabilities across industries to enhance customer value. In this report, we analyze this new release, assessing how SAP’s offering aligns with enterprise objectives and requirements, and identifying both strengths and areas for improvement. Scope All industries and geographies The report is based on Everest Group’s assessment of the information released by SAP during its Sapphire 2024 event Contents In this report, we: Outline key cloud ERP objectives and requirements Examine the themes that drive and limit demand Detail SAP’s current positioning and its cloud ERP offerings Analyze the new release’s strengths and areas of improvement Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

At its PegaWorldiNspire event in Las Vegas, Nevada, on June 9-11, 2024, Pega announced the release of new features for its business transformation offering. This release strengthens Pega’s automation and analytical capabilities across industries to enhance employee productivity and customer experience. In this report, we analyze this new release, assessing how Pega’s offering aligns with enterprise objectives and requirements, and identifying both strengths and areas for improvement. Scope All industries and geographies The report is based on Everest Group’s assessment of the information released by Pega during its PegaWorldiNspire 2024 event Contents In this report, we: Outline key AI-led business transformation objectives and requirements Examine the themes that drive and limit demand Detail Pega’s current positioning and its cloud ERP and automation offerings Analyze the new release’s strengths and areas of improvement Membership(s) Enterprise Platform Services (EPS) Service Optimization Technologies (SOT) 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

ServiceNow announced the release of new features under its workflow automation offering at its Knowledge 2024 event, which took place May 7-9, 2024, in Las Vegas, NV. This release further strengthens ServiceNow’s automation and AI efforts across industries to enhance customer and employee experiences. In this report, we analyze the new release, including how well ServiceNow’s offering aligns with enterprise objectives and requirements and identify the strengths and areas for improvement. Scope All industries and geographies The report is based on our assessment of the information that ServiceNow released during its Knowledge 2024 event Contents In this report, we: Outline key enterprise workflow automation objectives and requirements Examine the themes that drive and limit demand Detail ServiceNow’s current positioning and its workflow automation product offerings Analyze the new release’s strengths and areas of improvement Membership(s) Enterprise Platform Services (EPS) Service Optimization Technologies (SOT) Sourcing and Vendor Management

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