Join Everest Group experts Yugal Joshi, Partner, Alisha Mittal, Vice President, Mukesh Ranjan, Vice President, and Akshat Vaid, Partner, for an exciting webinar that will redefine how you view the future of the engineering and IT technology space.
Get ready for a deep dive into the transformative trends due to shape engineering and IT services in 2025. From the unstoppable rise of AI to breakthrough innovations on the horizon, our panel will deliver powerful insights into what’s next for the industry and how you can take advantage of this pivotal moment.

Expect engaging discussions, bold predictions, and data-driven insights designed to empower enterprises and service providers to navigate this key era. This is your chance to learn how to leverage technology trends, outpace the competition, and thrive in a rapidly evolving landscape.

Don’t miss this high-impact session—your roadmap to 2025 starts here.

What questions will the webinar answer?

• As a services provider, which areas should you invest in during 2025 for strategic growth?
• As an enterprise, what should you look for in outsourcing partners in 2025?

Who should attend?

• IT service providers CXOs
• IT strategy leaders
• IT business leaders
• Enterprise Procurement Managers
• IT/BPO Department Heads
• Global Sourcing Mangers
• Vendor Managers
• Senior Marketing executives

In today’s competitive landscape, innovation centers have become indispensable for forward-thinking organizations. But how many of these centers deliver real, transformative outcomes? For enterprises and service providers navigating this terrain, the question isn’t whether to invest in innovation centers, but how to maximize their value to ensure they serve as catalysts for meaningful business transformation.

Innovation centers are more than just places for experimentation – they are strategic engines driving the future of business success. They must evolve to address challenges, deliver value, and stay at the forefront of disruption.

At Everest Group, we’ve examined how innovation centers are transforming into engines of strategic advantage. Based on our latest research, we see clear opportunities – and challenges – for businesses looking to leverage these centers to stay ahead of the curve. Let’s dive into the key insights and guidance that can help shape your future strategy.

Learn more in my blog on Forbes

Remember IT Service Management (ITSM)? If you’re already yawning and imagining that it’s all about filing tickets and fixing issues, then think again.

Those days are long gone. ITSM today, is a proactive powerhouse—no longer just designed for ‘managing information technology (IT)’, but empowering IT.

Reach out to discuss this topic in depth.

In the past few years, ITSM has evolved from reactive troubleshooting to proactive problem-solving, aiming to proactively resolve issues before they arise. This shift is driven by three key pillars: smarter Processes, stronger Platforms, and specialized Providers.

Together, these pillars have elevated ITSM to an agile, artificial intelligence (AI)-powered engine that doesn’t just support the business—it actively drives it forward. Let’s explore how each of these components fuels the change.

Processes: DataOps to AIOps

Not long ago, the buzzword in ITSM was DataOps. It brought the agility of DevOps into the world of data, revolutionizing data management by automating processes for ingesting and processing large data sets. In the process helping enterprises derive actionable insights, and transforming it from a hassle into a streamlined, reliable machine, but that was just the start.

Enter AIOps—a game-changer. AIOps (AI-driven IT operations) does all that DataOps did and then a lot more! Not only managing data, but also analyzing it and proactively solving IT issues, while using machine learning models before they even arise. With use cases such as automated event correlation, anomaly detection, and predictive analytics, AIOps transforms ITSM into a proactive, intelligent system—shifting the focus from fixing problems to preventing them.

Platforms: foundation of intelligent ITSM

As we explore processes, it’s essential to acknowledge the platforms that power them. Leading the charge in ITSM platforms is ServiceNow. If these platforms were superheroes, ServiceNow would undoubtedly be Iron Man— continually redefining the boundaries of what’s possible in this space.

Consider the Now Platform for instance. With its Now Assist application, enterprises get access to integrated generative AI (gen AI) capabilities such as AI-powered search summarization, knowledge creation, and incident management—all in one, empowering its users to resolve routine IT issues independently—significantly reducing the strain on IT teams.

Moreover, ServiceNow’s latest Xanadu release further elevates its ITSM portfolio with the introduction of AI agents, shifting the play from static, rule-based workflows to dynamic, self-optimizing processes. We are already witnessing AI agents collaborating to automate complex tasks, while human oversight ensures optimal outcomes. This evolution transforms employee experience, enabling virtual agents to act as personal service desks and broadening live agents’ roles from handling tickets to overseeing intelligent agent interactions and taking strategic decisions.

ITSM Specialists: the final piece of the transformation puzzle

As we stand at this pivotal phase in ITSM’s evolution, with platform giants like ServiceNow ITSM, Atlassian Jira, BMC Helix ITSM, Ivanti, ManageEngine, Freshworks, and many more spearheading transformative advancements, it’s vital to recognize the essential role of specialist providers, in making these innovations accessible and impactful for enterprises. These experts are more than just supporters of ITSM growth—they’re the driving force behind it.

Recently, enterprises have increasingly chosen specialist providers over large service firms to cater tailored requirements. Specialists offer deeper technical expertise, flexible contracts, and superior client management skills, empowering enterprises to go beyond one-size-fits-all solutions and instead build custom applications and industry-aligned ITSM capabilities that cater directly to unique operational demands that help boost user satisfaction.

Here are some key case studies highlighting how specialist providers have delivered impactful results through customized ITSM solutions:

With the growing impact of specialist providers in the ITSM ecosystem such as Inmorphis, Happiest Minds, AutomationEdge, Synoptek, Mobile Reach, plat4mation, Advance Solutions Corp. (ADVANCE), and many more we’re excited to announce the launch of our ITSM Specialist PEAK Matrix Assessment 2024.

In case, you’re interested in learning more about this assessment process or wish to participate, please schedule a call using this Calendly link: https://calendly.com/d/5hn-wfj-g5x/discussion-with-everest-group

If you found this blog interesting, check out our blog focusing on Unpacking The Potential Of A Hybrid Copilot Strategy: A Roadmap For Success | Blog – Everest Group, which delves deeper into another topic in the Engineering & Information Tech service line.

For further discussion, please contact Shivam Jaiswal (shivam.jaiswal@everestgrp.com), Prabhneet Kaur (prabhneet.kaur@everestgrp.com), and Udit Singh (udit.singh@everestgrp.com).

How can businesses seize opportunities as the technology services industry emerges from its longest deceleration in years?

Every year begins with questions about what lies ahead, and 2025 is no exception. As we stand at the cusp of what appears to be a pivotal year for technology services, it’s critical to assess where we are and where we’re headed.

Are we emerging from the longest deceleration in recent memory, or are we merely pausing before the next wave of challenges? More importantly, what strategies will define success in this shifting landscape?

Learn more in my blog on Forbes

As businesses navigate a rapidly evolving technology landscape, sustainable IT has become a key focus for organizations to minimize their environmental impact. IT infrastructure is a significant emission source, making sustainable practices essential. Advanced technologies, such as generative AI, bring new challenges with their intensive energy demands for high-performance computing and storage. Adding to the complexity, organizations must address hidden emissions, particularly Scope 3 emissions from public and hybrid cloud solutions, which are difficult to measure and manage.

Addressing these challenges requires collaboration with credible IT service providers who can implement innovative strategies to reduce emissions, optimize IT estates, and enhance operational efficiencies. Sustainable IT is no longer a peripheral concern but a business imperative for organizations to balance environmental stewardship with technology advances. Enterprises must select partners who integrate sustainability principles in IT solutions and offer IT decarbonization, sustainable software development, sustainable digital workplace, and circular IT services.

• Sustainable IT Services PEAK Matrix® Assessment 2025

  

  In this report, we explore the current sustainable IT services market, highlighting the trends and key drivers shaping demand-supply dynamics. The report analyzes 21 sustainability IT service providers based on their service focus, key IP/solutions, domain investments, and demonstrated market proof points.

  Scope

  • All industries and geographies
  • This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading sustainable IT service providers, client reference checks, and an ongoing analysis of the sustainability services market

  Contents

  In this report, we

  • Explore the sustainable IT services market
  • Examine key factors and technologies shaping the sustainable IT services market
  • Analyze buyer adoption trends
  • Assess sustainable IT service providers’ capabilities

  READ ON

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

As we embark on a new year, our team of analysts working within the Experience, Sustainability & Trust service line looks at the 5 key themes and trends that we can expect to drive the sustainability technology and IT Services market in 2025. 

Reach out to discuss this topic in depth. 

1.Green computing will become integral to decarbonization strategies 

As national and local decarbonization strategies move towards implementation, green and sustainable computing, as well as energy efficient hardware and software, will become integral to achieving those objectives. Enterprises will include green computing initiatives and transition to energy-efficient equipment as part of their broader decarbonization commitments. We expect green data centers that consume less electricity and edge computing models to become more pervasive, as decarbonization approaches embed green computing. 

Aiming to reduce 50% of its Scope 1, 2, and 3 emissions by 2030, Google has already taken measures to reduce emissions across its operations and power some of its offices and data centers using carbon-free energy*.  

Unilever, in its Climate Transition Action Plan, has also committed EUR150 million to decarbonize its manufacturing program, which includes improving its electrical efficiency by installing more efficient equipment and controls, and transitioning to sustainably sourced biofuels. 

2.Circular economy practices of waste reduction and reuse & recycle will become mainstream 

In an effort to reduce costs, appease scrutinizing investors and comply with local regulations, companies will increasingly adopt circular economy practices, emphasizing resource efficiency optimization and waste reduction through better management.  

Increased attention on designing and producing sustainable products with longer lifecycles, coupled with measures to reuse and recycle materials and components, will also reduce the environmental impact of products and services.  

Microsoft, for example, achieved 89.4% reuse and recycle rates of servers and components across all cloud hardware in FY2023.  

Adopting packaging innovation, Unilever has designed 72% of its plastic packaging portfolio to be easily recycled, such that it avoids emissions at end-of-life incineration. Furthermore, it is collaborating with the World Economic Forum and the Ellen MacArthur Foundation to identify refill-reuse solutions for consumers. 

3.Emerging technologies such as Artificial Intelligence (AI) will create new use cases for sustainability and climate action

Much has already been written and said about the potential of artificial intelligence (AI) across industries. It is, however, interesting to observe the emergence and adoption of AI across sustainability.  

From monitoring and identifying ways to reduce a company’s carbon footprint to optimizing energy consumption in smart cities, from enabling precision agriculture to increase yield to predicting climate disasters, AI is playing an instrumental role in advancing sustainability use cases.  

As an example, Sipremo, a Brazilian startup, has used AI to predict the location and timing of climate disasters, along with the type of disaster that will occur. This helps businesses, governments, and communities better prepare for impending adverse climate events.  

Another AI-led startup, Eugenie.ai, has embedded AI in its emissions-tracking platform that combines satellite imagery with data from machines and processes and helps companies track, trace, and reduce their emissions by 20-30%.  

In addition to these environmental use cases, we expect social ones to emerge as well. Unbiased Generative AI (gen AI) can promote diversity in hiring, reduce biases from seeping through, create more equitable workplace, and improve social outcomes. Key stakeholders in the gen AI ecosystem – technology providers, service providers, and enterprises – have a crucial role to play in influencing sustainability outcomes. 

4.The “skills gap” will drive demand for ESG professionals, particularly for regulatory compliance

We predict that the social impact of sustainability will be visible through the pronounced ‘skills gap’. As more regulators tighten the grip on companies to demonstrate their sustainability commitments, the talent gap for professionals with background and experience across these evolving frameworks will widen.  

This is already witnessed globally – the 11.6% growth in global demand for green talent is almost twice the 5.6% growth in talent supply. This trend is expected to continue until at least 2030, when one in five jobs is expected to lack the required talent.  

Current demand for ‘green’ skills is high in areas of pollution and waste prevention, renewable energy generation, sustainable finance, environmental audits, environmental policy, and sustainable procurement. Particularly in Europe, the changing regulations and the ongoing energy transition are driving up the demand for such professionals with skills pertaining to climate change and/or sustainability, notably in the UK, Ireland, Norway, and Switzerland. 

Diversity, Equity, Inclusion, and Belonging (DEIB) is another area that warrants more attention. This year, inclusive recruitment will be crucial, from a social standpoint, to address commonly observed biases in technology (gen AI) adoption. We expect increased regulatory interventions through policies and consultation papers to help stakeholders navigate the uncertainties currently engulfing this space. 

5.Climate tech investments will create financial asset classes and broaden capital allocation opportunities 

Driven by regulatory pressures and consumer demand for sustainable products and services, companies are investing in climate technologies. This is leading to the development of innovative solutions to tackle climate-related challenges and is also opening investment opportunities for sustainable finance. 

Continued investments in green hydrogen, battery technology, sustainable fuels, green built environments, and nature conservation, to name a few, are expected to push forward technology innovations and create opportunities for environmentally sustainable financial investments.  

IBM, for instance, uses AI-driven material discovery to identify molecular structures for carbon dioxide (CO2) separation membranes, leading to cost-effective CO2 emissions capture and storage.  

From an investment perspective, climate bonds** surpassed a cumulative volume of US$5.1 trillion in the first half of the year (H1) of 2024, suggesting growing volumes of capital allocated to climate technologies and environment-friendly objectives.  

This is already evident in the social impact sector – the orange asset class has emerged to advance gender equity for prosperity, peace, and planetary resilience. We expect this trend to become more pronounced, particularly as global events in 2024 such as COP16 (biodiversity) in Colombia and COP29 (climate change) in UAE emphasized the importance of climate finance and ‘finance for good’. 

What does this mean for us? 

What do these trends and predictions mean for you as a stakeholder in this space? What are the implications for enterprises and service providers? How can we be better prepared for 2025? 

As an enterprise: 

• Invest in building capabilities internally or hiring skilled professionals to help with accurate reporting on sustainability initiatives for regulatory compliance 
• Identify opportunities across your supply chain for emissions reduction, waste and pollution prevention, reuse and recycling, and technology adoption 
• Conduct competitive benchmarking exercises to map yourself against industry peers and identify opportunities for improvement 
• Collaborate with industry associations, development organizations, and government agencies on industry-level initiatives

As a service provider, software/technology provider, or consulting/advisory firm:

• Bridge the skills gap by providing enterprises with qualified skilled professionals with strong domain knowledge of evolving regulations (e.g., the Corporate Sustainability Reporting Directive (CSRD) in Europe) to help them report accurately on their sustainability initiatives. 
• Build competencies for internal initiatives and conduct pilots and Proofs of Concept (PoCs) within the organization. Leverage successful initiatives as case studies to demonstrate expertise to clients on specific sustainability programs. 
• Conduct research on sustainable Information Technology (IT) and energy efficiency initiatives to identify investment opportunities that cut across multiple facets of sustainability (e.g., circular economy principles to reduce e-waste) 

If you found this blog interesting, check out our blog focusing on Boosting Project Readiness In Technology Talent: A Comprehensive Framework For Developing Project-Ready Workforce | Blog – Everest Group, which delves deeper into another topic relating to this service line. 

To discuss these 2025 predictions and other insights from our research on current and future STS trends and evolutions, please reach out to Siddharth Muzumdar (siddharth.m.ext@everestgrp.com) and Arpita Dwivedi (arpita.dwivedi@everestgrp.com) 

Key: 

* Google’s definition of renewable energy sources, which includes carbon capture and storage technologies  

** Include green, social, sustainability, and sustainability-linked bonds 

Join us as we reveal findings from the annual “Mapping the Next: Key Priorities for 2025” study, offering an inside look into the top concerns, expectations, and goals of industry leaders for the coming year. This session will spotlight leaders’ core priorities, such as technology adoption, digital transformation, generative AI, customer experience, and sustainability.

Our experts will also discuss critical global services decisions, including build vs. buy strategies, in-house vs. outsourcing, onshore vs. offshore operations, and the balance between long-term and short-term contracts.

This is your chance to hear exclusive, high-impact insights and gain an edge so you can make more informed decisions that will improve organizational resilience, competitiveness, and chances of future success for 2025.

What questions will the webinar answer for the participants?

• What are the trends that will shape the global services market in 2025?
• What are the likely changes in sourcing spend, sourcing strategy (in-house vs. outsource), and locations?
• What is the enterprise outlook on tech and AI adoption in 2025?
• Which digital services and next-generation capabilities are expected to be in demand?
• How are outsourcing deals, enterprises’ leverage of service providers, and bill rates expected to change?

Who should attend?

• Enterprise/business leaders (CIOs, CDOs, CTOs, CFOs, CPOs)
• Global sourcing leaders
• GBS/shared services center heads
• Leaders at IT and BP providers

In today’s IT services landscape, early signs of recovery are beginning to emerge. While North America shows encouraging momentum, Europe remains steady, making it an optimal time for organizations to prepare for the next phase of growth.

This webinar provided insights into the IT services market in EMEA, focusing on current outsourcing pricing trends and the forecast for 2025 in key European markets. We’ll also share our observations on what European organizations expect from their IT service providers and what makes a successful outsourcing deal in today’s dynamic environment.

Watch on-demand to hear from our commercial and solution experts as they discuss strategies to prepare for upcoming deal renewals in 2025 and how to navigate the shifting IT services landscape with confidence.

What questions did the webinar answer?

• How has the demand for IT services in EMEA evolved in 2024, and what’s the outlook for 2025?
• What are the latest outsourcing pricing trends, and what is the forecast for 2025 in European markets as we start to see early green shoots of recovery?
• What do European organizations expect from their IT service providers?
• What does a good outsourcing deal look like in this shifting market?

Who should attend?

• Service providers
• Sales leads
• Category managers
• Sourcing and vendor management stakeholders

The move into digital operations caused companies to expand their capex and opex budgets to invest in automation, digital technologies, as well as modernization and the move to the cloud during the last 10-15 years. They are now in a mature state in the digital world and have been investing at an almost torrid pace to deliver even greater value. As I have explained in previous blogs, they have ongoing demand for more investments to continually evolve their tech stacks and business operations almost in lockstep.

 IT Infrastructure 

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