2026专业服务成熟度基准

2026PROFESSIONAL SERVICESMATURITYBENCHMARK Service Performance Insight Service Performance Insight, LLC (SPI Research) is a global research, consulting, and training organizationdedicated to helping professionalservices organizations (PSOs) achieve quantum improvements inproductivity and profitability. In 2007, SPI developed the PS Maturity Model™as a strategic planning andmanagement framework. It is now the industry-leading performance improvement toolthatover 50,000service-and project-oriented organizations use to chart their course to service excellence. The core tenet of the PS Maturity Model™is that PSOs achieve success through the optimization of fiveService Performance Pillars™: LeadershipClient RelationshipTalentService ExecutionFinance & Operations The SPI Advantage–Research Service Performance Insight provides clients and industry audiences with an informed and actionable third-party perspective. Our market research and reporting help buyers and sellers of information technology-basedsolutions maximize the effectiveness of solution development, selection, deployment, and use. The SPI Advantage–Consulting and Scorecards The PS Maturity™Scorecard benchmarks PSOs against industry peers across 160+ critical metrics, providing adata-driven framework and roadmap to achieve Level 5 maturityin each Service Performance Pillar™. In 2025,firms at Level 5 saw, on average, a1200%relativeincrease in revenue growth(23.2% vs.1.7%),a250% boost inprojectmargins, and a42% improvement in billable utilization compared withLevel 1 organizations. www.spiresearch.com The information in this publication has been obtained from sources Service Performance Insight believes to be reliable but not guaranteed by SPIResearch. All forecasts, analyses, recommendations, etc., whether delivered orally or in writing, are the opinions of SPI Research consultants and,while made in good faith and based on theinformation before us at the time, should be considered and relied on as such. Client agrees to indemnifyand hold harmless SPI Research, its consultants, affiliates, employees,and contractors for any claims or losses, monetary or otherwise, resultingfrom using strategies, programs, counsel, or information provided to the client by SPI Research or its affiliates. ©2026ServicePerformance Insight,Knoxville, TN, USA Table of Contents 1.Executive Summary..........................................................................................................1 Service Performance Pillars™.............................................................................................12Professional Services Maturity™Model Benchmark Levels..................................................13Professional Services Maturity™Model Construction..........................................................15Does Professional Services Maturity Matter?......................................................................16Pillar Importance and Organizational Maturity....................................................................18 4.Survey Demographics.....................................................................................................20 The North American Professional Services Market..............................................................21PS Maturity™Benchmark Vertical Market Demographics....................................................22 5.High-Performance Professional Services Organizations...............................................36 6.Professional Services Business Applications................................................................45 Business Planning (BPL)....................................................................................................49Client Relationship Management (CRM).............................................................................51Human Capital Management (HCM)..................................................................................54Professional Services Automation (PSA)............................................................................57Corporate Financial Management (CFM)............................................................................60Solution Satisfaction.........................................................................................................62Project-based Enterprise Resource Planning (ERP).............................................................64PS Solution Adoption.........................................................................................................65 Gen AI’s Impact on the Professional Services Market..........................................................70Survey Results..................................................................................................................73 8.Leadership Pillar.............................................................................................................80 Leadership Maturity.....................................