The Forrester Wave (TM): SAP Services Providers - Q1 2014

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SAP Services Vendors Enhance Your Digital And Mobile Capabilities
Today’s economic environment is forcing sourcing and vendor management (SVM) professionals to consider alternatives to in-house SAP support. Players in the market can now offer skills with SAP Hana, mobility, and SaaS and will continue to have a positive impact on client value by expanding their SAP software capabilities.

The Market Is Growing As SVM Pros Look For Partnership And Expertise
The SAP services market is growing because more SVM professionals see service partners as a way to address their top challenges. This market growth is in large part due to the fact that SVM pros increasingly trust SAP services providers to act as strategic partners, advising them on top SAP software decisions.

New Technologies Are Key Differentiators In The SAP Services Market
As legacy technology becomes outdated and less effective, improved expertise in digital transformation will dictate which providers will lead the pack. Buyers want partners that can provide skills in new technologies, create joint solutions, and help them to successfully deliver value to their customers.

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The Forrester Wave (TM): SAP Services Providers - Q1 2014

  1. 1. Forrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA 02140 USA Tel: +1 617.613.6000 | Fax: +1 617.613.5000 | www.forrester.com The Forrester Wave™: SAP Services Providers, Q1 2014 by Liz Herbert, January 29, 2014 For: Sourcing & Vendor Management Professionals Key Takeaways SAP Services Vendors Enhance Your Digital And Mobile Capabilities Today’s economic environment is forcing sourcing and vendor management (SVM) professionals to consider alternatives to in-house SAP support. Players in the market can now offer skills with SAP Hana, mobility, and SaaS and will continue to have a positive impact on client value by expanding their SAP software capabilities. The Market Is Growing As SVM Pros Look For Partnership And Expertise The SAP services market is growing because more SVM professionals see service partners as a way to address their top challenges. This market growth is in large part due to the fact that SVM pros increasingly trust SAP services providers to act as strategic partners, advising them on top SAP software decisions. New Technologies Are Key Differentiators In The SAP Services Market As legacy technology becomes outdated and less effective, improved expertise in digital transformation will dictate which providers will lead the pack. Buyers want partners that can provide skills in new technologies, create joint solutions, and help them to successfully deliver value to their customers.
  2. 2. © 2014, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester® , Technographics® , Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. To purchase reprints of this document, please email clientsupport@forrester.com. For additional information, go to www.forrester.com. For Sourcing & Vendor Management Professionals Why Read This Report In Forrester’s 31-criteria evaluation of large, global SAP services providers, we identified the top nine largest, global SAP services practices — Accenture, Atos, Capgemini, Deloitte, HP, IBM, Infosys, NTT Data, and SAP Services — in the category and researched, analyzed, and scored them. This report details our findings about how well each provider delivers SAP-related services relevant in an environment where customer needs dramatically change the requirements of ERP systems: from transformation services and digital services to skills on new technologies such as Hana, SAP Mobility Platform, or SAP software-as- a-service (SaaS) products. This report evaluates these nine large providers on our criteria and shows how they stack up to help sourcing professionals identify and select the right partners for their future SAP services needs. Table Of Contents Customers Need New SAP Capabilities To Succeed In The Digital Era Leading-Edge SAP Customers Pick Partners For Digital Disruption And Transformation SAP Services Evaluation Overview Our Evaluation Focuses On New And Differentiating SAP Services This Evaluation Focuses On The World’s Largest SAP Services Partners Accenture And IBM Lead A Crowded Market Of SAP Experts Vendor Profiles Leaders Strong Performers Contenders Supplemental Material Notes & Resources Forrester conducted service evaluations in September, 2013 and interviewed nine vendor companies: Accenture, Atos, Capgemini, Deloitte, HP, IBM, Infosys, NTT Data, and SAP Services. Related Research Documents The Forrester Wave™: SAP Services Providers, Q2 2011 April 20, 2011 The Forrester Wave™: SAP Services Providers, Q1 2014 How The Largest Global SAP Services Partners Stack Up In The Digital Era by Liz Herbert with Chris Andrews and Fraser Tibbetts 2 3 4 7 10 January 29, 2014
  3. 3. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 2 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 Customers need new sap Capabilities to Succeed in the digital era Today’s technology environment requires that leading companies reinvent themselves to understand and serve increasingly powerful customers. To meet these changing business needs, SAP has made significant changes to its software stack, both through its own investment (i.e., Hana) and through acquisition (i.e., SuccessFactors). Today’s SAP enables digital experience: Hana for Big Data and advanced analytics, SAP Mobility Platform for a plethora of mobile solutions, and SaaS solutions such as Ariba and SuccessFactors. Our recent SAP Services Market Overview report discussed these new technologies and changing buyer needs and provided an overview of the services of 25 leading SAP providers.1 This Forrester Wave evaluation is a companion report that drills deeper into an analysis or the capabilities of the world’s largest SAP services providers. Leading-Edge SAP Customers Pick Partners For Digital Disruption And Transformation SAP services buyers demand business results: better customer analytics, faster time to close the books, reduced account errors, improved forecasting accuracy, and increased revenue. And, they demand these results quickly. Key criteria that should matter to buyers who want these results include: ■ Expertise in digital transformation. To gain competitive advantage, SAP customers need strategic partners that can provide a point of view on their digital strategy, through advisory and consulting, such as customer-journey mapping and design thinking sessions. To get ahead of these customer demands, SAP’s service provider ecosystem is doubling down to build up digital/ agency capabilities, such as Accenture’s 2013 acquisition of Acquity and Deloitte’s acquisition of Ubermind. These types of acquisitions — as well as organic growth (i.e., IBM Interactive) — create a new breed of agency with deep technology expertise, including SAP expertise. While still early in terms of SAP relevance, these types of acquisitions will be important for customer experience transformations in the digital era. This is important, because several customers we spoke with were disappointed with the level of innovation coming from SAP partners; one client even said that their partner tries to “pass off the client’s ideas as their own.” Another client said of their partner, “Like any consultancy they are very sort of measured and stick to the boundaries of what we set out for them. We added a social media aspect, which I thought was innovative, and we didn’t get a very good result.” For this reason, digital capabilities may be a key differentiator among the vendor community in coming years. ■ Skills in new SAP technologies: Hana, SaaS products, SAP Mobility Platform, and hybris. With all of the new solutions that became part of SAP in the past few years (Hana, SuccessFactors, Ariba, SAP Mobility Platform, hybris), SAP customers are looking for services partners with expertise on these new additions to the SAP portfolio. Many of the customers we spoke with noted difficulties in finding resources in these new areas, such as one customer who ran into challenges finding business intelligence resources from their provider. Buyers should make sure to understand the depth and availability of resources in these hot, emerging areas. Beyond the technology expertise, they need partners that can help them identify which of these
  4. 4. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 3 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 technologies could enable their business initiatives as well as the business case for investing in these newer technologies. SAP customers should evaluate their partners on number of skilled resources, R&D dollars, labs and centers of excellence, and (most importantly) real-world customer examples that show experience. ■ Partners willing and able to create new joint go-to-market solutions. In the digital disruption era, companies across all industries are reinventing themselves: retail platforms like eBay are becoming banks (through PayPal); banks are becoming technology vendors (such as American Express’ new Digital Payments platform that is now competing with PayPal). Companies in all industries must consider new market opportunities and think about competition coming from new directions. Although most SAP services providers talk about “outcome-based” pricing and “skin in the game” scenarios, examples of true business-outcome-pricing models still remain scarce. One early example of a gain-share model is in the areas of supplier onboarding and supplier spend — where a major CPG pays Infosys based on transaction volume, in a gain-share model (using Infosys’ ProcureEdge on SAP). Some bleeding-edge providers are taking this to the next level — partnering with their customers to co-innovate new business models and new services — and sharing in the revenue created by these new models (i.e., banks targeting a new stream of customer revenues through mobile and paying their partner based on this new revenue stream). In some cases, these cutting-edge services partnerships are going so deep as to become new companies, such as Accenture’s JV with GE Aviation (Taleris) for intelligence aircraft operations or Accenture’s SmartGrid JV with Siemens (Omnetric). sap services Evaluation Overview To assess the state of the SAP services market and see how the largest global providers stack up against each other, Forrester evaluated the strengths and weaknesses of top SAP services providers. Our Evaluation Focuses On New And Differentiating SAP Services After examining past research, user need assessments, and vendor and expert interviews, we developed a comprehensive set of evaluation criteria. We evaluated vendors against 31 criteria, which we grouped into three high-level buckets: ■ Current offering. To assess current offerings, we focused on new areas that matter in today’s digital environment. We analyzed business consulting and advisory services, with an eye to digital transformation — and methodologies to tie all services to business outcomes. We also analyzed providers’ expertise and experience with newer SAP solutions, relevant to new end user requirements, such as Hana, mobile, cloud and SaaS, and Fiori (user experience). We evaluated customer references, particularly focused on perceived value for the money, providers’ ability to deliver business outcomes, and innovation. (We would have loved to evaluate hybris — but the acquisition came too late in our data collection cycle!)
  5. 5. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 4 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 ■ Strategy. Our analysis of providers’ strategy focused on vision, services pricing strategy, alliance with SAP, co-innovation with SAP, and marketing messages that resonate with buyer needs. ■ Market presence. To rank providers’ market presence, we analyzed number of customers, number of skilled practitioners, and financials. This Evaluation Focuses On The World’s Largest SAP Services Partners Forrester included nine vendors in the assessment: Accenture, Atos, Capgemini, Deloitte, HP, IBM, Infosys, NTT Data, and SAP. Each of these vendors has (see Figure 1): ■ Broad, global services capabilities spanning strategy, design, build, and run. Each provider we included has the full gamut of SAP services, from upfront strategy and design work (to transform businesses), depth of technology expertise (with customer proof points), and ongoing support (such as cloud hosting and continuous improvement). ■ Significant scale — more than 5,000 SAP resources and $1 billion in SAP services revenue. To narrow down a very competitive and crowded market in order to identify the most relevant providers for this evaluation, we also included an element of scale: based on resources, number of customers, and overall revenues across all SAP services. accenture and Ibm lead a crowded market of sap experts The evaluation uncovered a market in which (see Figure 2): ■ Accenture and IBM lead the pack. Accenture and IBM stand out from the pack of SAP services providers — and this is not only because of deep and broad capabilities spanning industries, geographies, and service line. These giants are early leaders with significant investments in newer SAP technologies and they have deep investments in labs and CoEs that show the “Art of the Possible” and demonstrate the power of new SAP technologies (cloud, mobile, analytics, and social). For example, Accenture was a finalist in SAP’s award for Hana co-innovation because of solutions such as Hana Business aXeleration (HBX), which makes use of the Hana architecture to accelerate the performance of one or more business processes, run in a separate system. ■ SAP Services is in a category by itself, leading the way in bleeding-edge technology. SAP is the only provider that has skillsets across all its applications, from the smallest piece of functionality to the most recently developed products to the newest acquisitions. For example, SAP Services has thousands of experts in technologies such as Hana, SAP Jam, Ariba, SuccessFactors, Syclo, and hybris. Beyond their technology expertise, SAP also has dedicated consulting resources focused on business transformation, process consulting, and design thinking. Overall, SAP Services is best-suited toward newer technologies and deep technology needs — and often works in conjunction with its ecosystem of services partners.
  6. 6. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 5 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 ■ Capgemini and Deloitte each offer a strong portfolio of services, with deep digital expertise. Capgemini and Deloitte both do well in our evaluation because of their focus on business transformation and their industry depth. Deloitte Digital and Capgemini Digital Transformation Services are examples of how these leaders have built atop an already-solid base of business consulting to evolve their services for today’s changing market needs. ■ Atos provides a strong European-centric option. Atos is a leading partner for SAP in Europe (although it does provide services all over the globe). Atos fares well in our evaluation because of its end-to-end services, its strong focus on mobility and cloud (including its focused ventures such as Canopy for cloud), and its approach to productized solutions that drive time to value. For example, Atos has prebuilt mobile-enabled platforms such as Atos Integrated Manufacturing Platform and SAP Claims Management. ■ Infosys, NTT Data, and HP continue to move up the business value chain. Evaluated providers Infosys, NTT Data, and HP all share the common background of being historically more technology-centric and less business consulting-focused. (Infosys has a heritage of AMS; HP has a heritage of operational work; and NTT Data acquired companies with backgrounds in both AMS and hosting.) But, in recent years, these providers have strengthened their strategy and process consulting capabilities as well as invested heavily in leading-edge SAP technology areas — such as mobile, analytics, and cloud. For example, HP was the first to market with a Hana-as-a-service offering; Infosys has codeveloped the Mobile Retail Execution offering with SAP. This evaluation of the SAP services market is intended to be a starting point only. We encourage clients to view detailed product evaluations and adapt criteria weightings to fit their individual needs through the Forrester Wave Excel-based vendor comparison tool. Figure 1 Inclusion Criteria Source: Forrester Research, Inc.108801 To be included in this evaluation, selected providers had to meet the following criteria: At least $1 billion in SAP-related revenue At least 5,000 SAP practitioners Broad expertise across industries, geographies and SAP solutions/modules A sufficient level of interest from the Forrester client base
  7. 7. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 6 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 Figure 2 Forrester Wave™: SAP Services Providers, Q1 ‘14 Source: Forrester Research, Inc. Go online to download the Forrester Wave tool for more detailed product evaluations, feature comparisons, and customizable rankings. Market presence Risky Bets Contenders Leaders Strong Performers StrategyWeak Strong Current offering Weak Strong Accenture Atos Capgemini Deloitte HP IBM Infosys NTT Data SAP
  8. 8. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 7 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 Figure 2 Forrester Wave™: SAP Services Providers, Q1 ‘14 (Cont.) Source: Forrester Research, Inc. Accenture Atos Capgemini Deloitte HP IBM Infosys CURRENT OFFERING Client satisfaction Advisory and process consulting Maintenance and ongoing support services Cloud hosting models for SAP Experience with next generation SAP products Global delivery Prebuilt IP STRATEGY SAP alliance Co-innovation Vision Pricing strategy Marketing MARKET PRESENCE Client base and engagements Financials Forrester’s Weighting 50% 10% 25% 10% 5% 30% 10% 10% 50% 20% 25% 20% 25% 10% 0% 50% 50% 4.82 4.33 5.00 5.00 4.00 4.80 5.00 5.00 4.55 4.00 5.00 5.00 4.00 5.00 5.00 5.00 5.00 3.41 1.00 4.00 3.50 4.00 3.70 2.50 4.00 3.30 2.00 4.00 3.00 4.00 3.00 2.25 3.50 1.00 4.02 4.00 4.00 4.00 4.00 3.90 3.50 5.00 3.45 3.00 3.00 4.00 4.00 3.00 2.75 3.50 2.00 3.73 3.33 5.00 2.50 2.00 4.50 2.50 2.00 3.55 3.00 3.00 4.00 4.00 4.00 2.75 3.50 2.00 3.38 2.67 3.00 4.50 5.00 3.70 2.50 3.00 2.90 3.00 2.00 3.00 4.00 2.00 1.50 2.00 1.00 4.65 2.67 5.00 5.00 5.00 4.60 5.00 5.00 4.45 4.00 5.00 5.00 4.00 4.00 4.50 5.00 4.00 3.59 3.33 4.00 4.50 2.00 3.20 3.50 4.00 3.05 2.00 3.00 3.00 4.00 3.00 1.88 2.75 1.00 NTTData SAP 2.70 3.67 2.50 2.00 4.00 2.70 2.00 3.00 2.50 2.00 4.00 2.00 2.00 2.00 1.88 2.75 1.00 3.39 3.00 3.00 2.50 3.00 4.80 1.00 4.00 4.20 5.00 5.00 4.00 3.00 4.00 4.13 4.25 4.00 All scores are based on a scale of 0 (weak) to 5 (strong). Vendor Profiles Leaders ■ Accenture. Accenture has long been a powerhouse in the SAP services space (with nearly 40,000 SAP practitioners today) and works closely with SAP to collaborate on newer solutions like Hana, mobility, and cloud. Accenture has one of the deepest and broadest industry approaches to its SAP work, with hundreds of industry-specific assets and solutions. Accenture is one of the largest and longest-standing partners for technologies such as hybris, Ariba, and SuccessFactors, where it had built up capabilities long before those solutions became part of SAP. On the downside, Accenture commands premium pricing and is less well-suited toward smaller projects.
  9. 9. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 8 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 ■ IBM. IBM is one of the largest and longest-standing SAP partners. IBM continues to use its deep pockets to invest in new SAP technologies and to codevelop new solutions. IBM’s Lab for SAP Solutions (LSS) is a place where IBM develops and showcases its point of view for the SAP technology market and its cutting-edge SAP solutions — such as its SmartCloud solutions for running SAP in a cloud environment. IBM also has created an extensive library of industry- specific solutions — such as its Smarter Energy/Electric Dream solution. IBM is one of the only top SAP services partners that also sells hardware, meaning it can offer all-in-one bundles for SAP, including solutions like SAP on Hana. ■ SAP. SAP’s services division is uniquely positioned to add value to client relationships as nobody is closer to the product or new development. SAP works with more clients in newer solution areas than any other SAP partner (although in many cases they are working in collaboration with one of their partners). SAP Services is particularly focused on speeding time to value by productizing repeatable services, mostly through their Rapid Deployment Solutions (RDS), which can be created by SAP or by partners. On the downside, SAP is not as broad or deep as its top partners in terms of consulting (advisory, change management, program management) or technology needs outside of SAP. Because of their specialized, deep expertise, buyers should expect to pay higher rates for SAP Services resources versus their ecosystem partners. ■ Capgemini. Capgemini is a leader in the SAP services space due to breadth and depth of services and focus on innovation and digital transformation. Capgemini has a significant library of prebuilt IP, including SAP-certified and industry-specific solution (i.e., OnePath). Capgemini also has strong solutions for running SAP as a service, including its cloud orchestration management platform end to end (COMPLETE) cloud platform. (Capgemini cloud solutions support most industry-leading cloud platforms and technologies.) Capgemini is more dominant in Europe than the rest of the world; in North America it works with a broader range of clients, dipping down heavily into the midsize customer segment in addition to its large enterprise work. ■ Deloitte. Deloitte excels at business transformation — including its Deloitte Digital brand which focuses on how to gain competitive advantage in the digital era through technology solutions such as mobile, analytics, and cloud. Deloitte is an early mover in newer SAP technologies, such as SuccessFactors, Ariba, and Hana. Deloitte has a strong track record in change management and program governance and is also one of the only key providers in the SAP space to have significant risk and security practices —which it relies on to help clients think through holistic solutions for SAP projects. Deloitte continues to invest in both its growing AMS practice and its global delivery models — but still lacks the scale and depth of other global leaders in both of these areas.
  10. 10. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 9 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 Strong Performers ■ Atos. Atos is a major supplier of SAP services for Europe, where they do the vast majority of their SAP business. (Atos also has presence in other geographies, including North America, but its brand and customer traction is most significant in Europe.) Atos has pioneered several new SAP models: They were certified as the first global partner for Hana Enterprise Cloud and are doing strong work in Fiori (for user experience), despite the nascency of the solution. Atos has a separate entity, Canopy, which is dedicated to cloud solutions, including SAP cloud solutions, and Atos is a strong provider of mobile solutions for SAP. Atos leverages global delivery, including low-cost European and India-based resources, but not at the same scale as other global leaders. ■ Infosys. This India-based provider was one of the pioneers of global delivery — with roots in application management and support for SAP. In more recent years, Infosys has doubled down on consulting and advisory capabilities, including the formation of its Infosys Consulting group and the acquisition of Lodestone, a leading management consulting provider in Europe with deep SAP focus. Infosys’ innovative engagement models and business platform solutions differentiate it from competition — especially its deep investments in platform and BPO offerings built on SAP. More than half of their engagements are now delivered using fixed price and alternative pricing as they continue to evolve their pricing to match the needs of buyers today. ■ HP. HP is best suited for companies looking for integrated services from build to run; HP excels most at operational services for SAP. HP has a strong investment in Hana (services and hardware) and provides a fully integrated solution, bundling its hardware with the full solution. HP is a certified SAP enterprise cloud partner and launched jointly with SAP a new solution for Hana-as-a-service, enabling consumption through an operational expenditure (opex) model. HP is also a managed mobility global partner with SAP and continues to have a strong focus on mobility solutions for SAP. Contenders ■ NTT Data. NTT Data has rapidly ramped up its SAP capabilities through acquisitions of companies including Keane, Intelligroup, itelligence, and Optimal Solutions. (Some of these still operate as separate brands within the NTT Data portfolio.) Because of its acquisition strategy, NTT Data’s capabilities vary by geography, although the provider is more and more becoming an integrated global practice. NTT Data has invested heavily in building industry solutions, having created more than 20 industry solutions. NTT Data has a well-established track record for AMS (where Intelligroup was a strong option) and hosting (where itelligence was a leading specialist).
  11. 11. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 10 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 Supplemental Material Online Resource The online version of Figure 2 is an Excel-based vendor comparison tool that provides detailed product evaluations and customizable rankings. Data Sources Used In This Forrester Wave Forrester used a combination of two data sources to assess the strengths and weaknesses of each solution: ■ Vendor surveys. Forrester surveyed vendors on their capabilities as they relate to the evaluation criteria. Once we analyzed the completed vendor surveys, we conducted vendor calls where necessary to gather details of vendor qualifications. ■ Customer reference calls and online surveys. To validate product and vendor qualifications, Forrester also conducted reference calls with two of each vendor’s current customers. In addition, Forrester conducted an online survey of at least three customers for each vendor. The Forrester Wave Methodology We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate vendors that have limited customer references and products that don’t fit the scope of our evaluation. After examining past research, user need assessments, and vendor and expert interviews, we develop the initial evaluation criteria. To evaluate the vendors and their products against our set of criteria, we gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. We send evaluations to the vendors for their review, and we adjust the evaluations to provide the most accurate view of vendor offerings and strategies. We set default weightings to reflect our analysis of the needs of large user companies — and/or other scenarios as outlined in the Forrester Wave document — and then score the vendors based on a clearly defined scale. These default weightings are intended only as a starting point, and we encourage readers to adapt the weightings to fit their individual needs through the Excel-based tool. The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence. Forrester intends to update vendor evaluations regularly as product capabilities and vendor strategies evolve. For more information on the methodology that every Forrester Wave follows, go to http://www.forrester.com/marketing/policies/forrester-wave- methodology.html.
  12. 12. For Sourcing & Vendor Management Professionals The Forrester Wave™: SAP Services Providers, Q1 2014 11 © 2014, Forrester Research, Inc. Reproduction Prohibited January 29, 2014 Integrity Policy All of Forrester’s research, including Waves, is conducted according to our Integrity Policy. For more information, go to http://www.forrester.com/marketing/policies/integrity-policy.html. Endnotes 1 For a full set of the results of this project, please see the December 23, 2013, “SAP Services Market Overview” report.
  13. 13. Forrester Research (Nasdaq: FORR) is a global research and advisory firm serving professionals in 13 key roles across three distinct client segments. Our clients face progressively complex business and technology decisions every day. To help them understand, strategize, and act upon opportunities brought by change, Forrester provides proprietary research, consumer and business data, custom consulting, events and online communities, and peer-to-peer executive programs. We guide leaders in business technology, marketing and strategy, and the technology industry through independent fact-based insight, ensuring their business success today and tomorrow. 108801 « Forrester Focuses On Sourcing & Vendor Management Professionals To help transform your organization for sustained business innovation, you’re challenged with balancing business value, cost, and risk when sourcing and managing technology vendors. Forrester’s subject- matter expertise and deep understanding of your role will help you create forward-thinking strategies; weigh opportunity against risk; justify decisions; and optimize your individual, team, and corporate performance. Stefan Valenti, client persona representing Sourcing & Vendor Management Professionals About Forrester A global research and advisory firm, Forrester inspires leaders, informs better decisions, and helps the world’s top companies turn the complexity of change into business advantage. Our research- based insight and objective advice enable IT professionals to lead more successfully within IT and extend their impact beyond the traditional IT organization. Tailored to your individual role, our resources allow you to focus on important business issues — margin, speed, growth — first, technology second. for more information To find out how Forrester Research can help you be successful every day, please contact the office nearest you, or visit us at www.forrester.com. For a complete list of worldwide locations, visit www.forrester.com/about. Client support For information on hard-copy or electronic reprints, please contact Client Support at +1 866.367.7378, +1 617.613.5730, or clientsupport@forrester.com. We offer quantity discounts and special pricing for academic and nonprofit institutions.

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