Service Delivery Automation (SDA) – Technology Provider Profile Compendium

21 Dec 2015
by Amardeep Modi, Sarah Burnett



Service Delivery Automation (SDA) has the potential to offer high value in terms of inorganic reduction in costs and quick implementation. Moreover, this value is realizable at a much lower risk as the system is non-invasive and easily remediable. As a consequence, many market participants, whether enterprises or business process services providers, are looking to take a plunge in this arena. However, SDA is a burgeoning market with technologies that are still relatively unknown to many potential buyers in terms of solution features, deployment models, supporting frameworks, and commercial aspects.

In this context, this report provides profiles of key SDA technology vendors and their products. This report complements the report titled “Service Delivery Automation (SDA) – The Story Beyond Marketing Messages and an Assessment of SDA Tools” which was published in December 2015. It provides further assessment of the technologies as part of Everest Group’s Feature, Implementation, and impacT (FIT) Matrix.

 Solution Scope


Each vendor profile covers company overview, product overview, buyer location & industry mix, solution scope, technology characteristics, key clients, and Everest Group’s assessment of vendors across various dimensions.

Tools from 10 SDA technology vendors were assessed: Automation Anywhere, Blue Prism, Celaton, Exilant, IPsoft, NICE (Robotic Automation), OpenSpan, Softomotive (WinAutomation), UiPath, and Xerox (XAI).

The objective of this compendium is to provide stakeholders with a snapshot of the offerings and capabilities of the key SDA technology vendors. Specifically, the report allows vendors to compare their areas of strength and development with other vendors in the marketplace. It also helps existing and potential buyers of SDA technology to assess the vendors on the capabilities that they desire.


Page Count: 62