2024 Professional Services Maturity Benchmark

2024 Professional ServicesMaturityBenchmark Sponsored by Service Performance Insight Service Performance Insight (SPI) is a global research, consulting and training organization dedicated to helpingprofessional service organizations (PSOs) make quantum improvements in productivity and profit. In 2007, SPIdeveloped the PS Maturity Model™as a strategic planning and management framework. It is now the industry-leading performance improvement tool used by over50,000service and project-oriented organizations to charttheir course to service excellence. The core tenet of the PS Maturity Model™is PSOs achieve successthrough the optimization of five Service Performance Pillars™: LeadershipClient RelationshipsTalentService ExecutionFinance & Operations The SPI Advantage–Research Service Performance Insight provides aninformed and actionable third-party perspective for clients andindustry audiences.Our market research and reportingformthe context in which both buyers and sellers ofinformation technology-based solutions maximize the effectiveness of solution development, selection,deployment,and use. The SPI Advantage–Consulting Service Performance Insight brings years of technology service leadership and experience to every consultingproject.SPI Researchhelpsclients ignite performance by objectively assessing strengths and weaknesses todevelop a full-engagement improvement plan with measurable, time-bound objectives.SPI Researchoffersconfigurable programs proven to accelerate behavioral change and improve bottom line results for our clients. To provide us with your feedback on this research, please send your comments to: david.hofferberth@spiresearch.com For more information on Service Performance Insight, please visit: www.spiresearch.com The information contained in this publication has been obtained from sources Service Performance Insight believes to bereliable butis not guaranteed by SPI Research. Allforecasts, analyses, recommendations, etc. whether delivered orally or in writing, are the opinions of SPI Research consultants, and while made in good faith andbased oninformation before us at the time, should be considered and relied on as such. Client agrees to indemnify and hold harmless SPI Research, its consultants, affiliates, employeesand contractors for any claims or losses, monetary or otherwise, resulting from the use of strategies, programs, counsel, orinformation provided to client by SPI Research orits affiliates. The trademarks and registered trademarks of the corporations mentioned in this publication are the property of their respective holders.©2024ServicePerformance Insight,Knoxville, TN, USA Table of Contents About the Professional Service Maturity Benchmark............................................................1Introduction to the Professional Services Maturity™Model...................................................2Report Organization............................................................................................................3 1.Foreword....................................................................................................................4 The Professional Services Market........................................................................................6The uncertainty of 2023 is in the rearview mirror, now it is on to 2024.................................12Artificial Intelligence-A Technology Thats Time Has Come.................................................13 2.The Professional Services Maturity™Model.............................................................15 Service Performance Pillars™.............................................................................................16Professional Services Maturity™Model Benchmark Levels..................................................17Professional Services Maturity™ModelConstruction..........................................................19Does Professional Services Maturity Matter?.....................................................................20Pillar Importance and Organizational Maturity....................................................................22 3.Survey Demographics..............................................................................................24 The North American Professional Services Market.............................................................25PS Maturity™Benchmark Vertical Market Demographics....................................................28 4.High-Performance Professional Services Organizations........................................41 5.Professional Services Business Applications.........................................................49 Primary Professional Services Business Applications..........................................................51PS Solution Adoption........................................................................................................65Solution Satisfaction...........................