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The Forrester Wave™: Services Providers For Next-Generation Oracle Applications, Q4 2018 The 12 Providers That Matter Most And How They Stack Up by Liz Herbert and Amanda LeClair October 17, 2018
Why Read This Report Key Takeaways In our 24-criteria evaluation of services providers Accenture, IBM, And Deloitte Lead The Pack for next-generation Oracle applications, we Forrester’s research uncovered a market in which identified the 12 most significant ones — Accenture, IBM, and Deloitte are Leaders; Oracle, Accenture, Capgemini, Cognizant, Deloitte, DXC, Wipro, TCS, Infosys, Capgemini, and PwC are IBM, Infosys, KPMG, Oracle, PwC, TCS, and Strong Performers; KPMG and Cognizant are Wipro — and researched, analyzed, and scored Contenders; and DXC is a Challenger. them. This report shows how each provider Cloud Capabilities And Business Consulting measures up and helps AD&D professionals Are Key Differentiators select the right provider for their needs. As Oracle pivots to the cloud, older applications become outdated and less effective. The combination of cloud and business acumen dictates which services providers are the strongest. Providers that cannot only define and implement cloud strategy but also deeply understand business challenges and opportunities position themselves to successfully deliver Oracle services to their customers.
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The Forrester Wave™: Services Providers For Next-Generation Oracle Applications, Q4 2018 The 12 Providers That Matter Most And How They Stack Up by Liz Herbert and Amanda LeClair with Stephen Powers, Sara Sjoblom, and Andrew Reese October 17, 2018
Table Of Contents Related Research Documents
2 Services Firms That Lead In Cloud Will Lead Nine Customers Tell Why Oracle Cloud Appeals In This Market — And Doesn’t
2 Evaluation Summary Now Tech: Services Providers For Next- Generation Oracle Applications, Q4 2018 4 Vendor Offerings Understanding The Cloud Services Provider 5 Vendor Profiles Landscape Leaders
Strong Performers
Contenders Share reports with colleagues. Challengers Enhance your membership with Research Share. 10 Evaluation Overview
Vendor Inclusion Criteria
11 Supplemental Material
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Services Firms That Lead In Cloud Will Lead In This Market
Oracle’s pivot to cloud applications changes services buyers’ needs when selecting a partner. Oracle has a long list of established partners in the on-premises world that have built out impressive portfolios of accelerators and templates to enhance customer implementations, but few services firms clear the bar for Oracle’s Global Cloud Elite designation.
As a result of these trends Oracle services decision makers should look for providers that excel at:
›› Business change. Cloud apps like Customer Experience (CX) Cloud, Enterprise Resource Planning (ERP) Cloud, and Human Capital Management (HCM) Cloud dominate Oracle’s next-generation application portfolio. For Oracle customers, adoption of these new solutions comes with an opportunity to work with services partners to change the way the business runs, automate or eliminate low-level processes, and proactively deliver value to internal and external customers — rather than reactively.
›› Cloud expertise and proven experience. Oracle’s top-tier services partners have largely commoditized implementation services. The newness of Oracle’s portfolio of cloud apps and the business agility the cloud promises mean buyers need services partners that are deep cloud experts — not only about the products but also about new, agile ways of working. In addition, being a top-level Oracle partner allows key partners to more quickly address the challenges new, fast-moving cloud apps pose and understand the full set of capabilities available within the solutions to optimize investments.
›› Innovation beyond Oracle applications. Services firms are undergoing their own transformations, seeking new ways to deliver value to their customers. Oracle customers should look for providers that work differently, leveraging digital studios to cocreate with their broader partner ecosystem and customers. In addition, they should look for partners that enhance capabilities available in Oracle apps by bringing industry-specific, artificial intelligence (AI)-powered solutions to the table.
Evaluation Summary
Our Forrester Wave™ evaluation highlights horizontal services capabilities like design capabilities and innovation road map alongside the deep Oracle expertise customers need from services partners. Leaders in this Forrester Wave have broad portfolios of public customer case studies that demonstrate business change. The most compelling stories typically start with a well-defined technical problem and desired solution, which the services partner then reframes to align to a business outcome. For scoring, we also looked for experience with large Oracle cloud projects, counting only those over $500,000 and one large project per client.
We intend this evaluation of the services providers for next-generation Oracle apps market to be a starting point only and encourage clients to view detailed product evaluations and adapt criteria weightings to fit their individual needs through the Excel-based vendor comparison tool (see Figure 1 and see Figure 2). Click the link at the beginning of this report on Forrester.com to download the tool.
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FIGURE 1 Forrester Wave™: Services Providers For Next-Generation Oracle Applications, Q4 2018
Services Providers For Next-Generation Oracle Applications Q4 2018
Strong Challengers Contenders Performers Leaders
Stronger Accenture current offering
Deloitte
IBM Wipro
Infosys PwC Oracle TCS Capgemini
KPMG
Cognizant
DXC
Weaker current offering
Weaker strategy Stronger strategy
Market presence
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FIGURE 2 Forrester Wave™: Services Providers For Next-Generation Oracle Applications Scorecard, Q4 2018
s re ester’ Forr weighting AccentuCapgeminCognizanti DeloitteDXC IBM Infosys KPMG Oracle PwC TCS Wipro Current offering 50% 4.90 2.75 1.95 3.74 1.38 3.66 3.22 2.25 3.04 3.15 2.97 3.49
Design capabilities 10% 5.00 3.00 1.00 1.00 3.00 5.00 3.00 1.00 1.00 5.00 3.00 5.00
Business consulting 20% 5.00 1.00 1.00 5.00 1.00 3.00 3.00 3.00 1.00 3.00 3.00 3.00
Implementation services 20% 5.00 3.00 3.00 5.00 1.00 3.00 3.00 1.00 5.00 3.00 3.00 3.00
Ongoing support 10% 5.00 5.00 3.00 3.00 3.00 5.00 5.00 1.00 5.00 1.00 5.00 3.00
Public digital transformation 10% 5.00 1.00 1.00 3.00 1.00 5.00 3.00 3.00 1.00 3.00 3.00 3.00 proof points
Services delivery approach 5% 5.00 3.40 1.40 2.60 0.80 5.00 3.80 3.80 1.80 2.20 3.40 4.20 and tools
Capabilities for Oracle 25% 4.60 3.50 2.30 3.65 0.95 2.85 2.90 3.05 4.20 3.75 2.00 3.90 Cloud solutions
Strategy 50% 5.00 2.70 1.90 3.30 1.40 3.80 2.60 2.60 3.60 2.20 3.10 2.60
Vision 20% 5.00 3.00 3.00 3.00 1.00 5.00 1.00 1.00 5.00 1.00 3.00 3.00
Market approach 20% 5.00 5.00 1.00 3.00 1.00 3.00 1.00 3.00 3.00 3.00 3.00 1.00
Innovation road map 20% 5.00 1.00 1.00 3.00 3.00 5.00 5.00 3.00 5.00 1.00 1.00 3.00
Partner ecosystem 15% 5.00 1.00 1.00 5.00 1.00 3.00 3.00 3.00 5.00 3.00 3.00 3.00
Commercial model 25% 5.00 3.00 3.00 3.00 1.00 3.00 3.00 3.00 1.00 3.00 5.00 3.00
Market presence 0% 5.00 3.00 2.34 3.68 1.00 3.66 4.32 1.00 2.34 1.00 3.00 3.66
Number of customers 33% 5.00 3.00 3.00 1.00 1.00 5.00 5.00 1.00 3.00 1.00 5.00 3.00
Number of projects more 33% 5.00 3.00 1.00 5.00 1.00 3.00 5.00 1.00 1.00 1.00 1.00 5.00 than $5 million
Revenue 34% 5.00 3.00 3.00 5.00 1.00 3.00 3.00 1.00 3.00 1.00 3.00 3.00
All scores are based on a scale of 0 (weak) to 5 (strong).
Vendor Offerings
Forrester included 12 vendors in this assessment: Accenture, Capgemini, Cognizant, Deloitte, DXC, IBM, Infosys, KPMG, Oracle, PwC, TCS, and Wipro (see Figure 3).
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FIGURE 3 Evaluated Vendors
Vendor
Accenture
Capgemini
Cognizant
Deloitte
DXC
IBM
Infosys
KPMG
Oracle
PwC
TCS
Wipro
Vendor Profiles
Our analysis uncovered the following strengths and weaknesses of individual vendors.
Leaders
›› Accenture is one of the largest Oracle partners and is very invested in the new. Accenture has a dedicated Oracle Business Group that works closely with other groups such as strategy and consulting. It serves end-to-end customer needs from cloud strategy to intelligent automation. Across virtually all Oracle cloud apps, Accenture has a leading number of certified resources and client engagements, with the exception of Oracle’s data-as-a-service offering. Case studies demonstrate a holistic services approach: For example, Accenture Interactive and the Oracle Business Group services combined to develop a new operating model for a leading telco with the Oracle Customer Experience (CX) Cloud to transform lead management. Accenture’s reference customers praise its ability to integrate seamlessly with customer teams.
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Accenture has made major investments in accelerators and platforms to help clients innovate faster and become intelligence-driven. Specifically, its platform for Oracle houses hundreds of millions of dollars’ worth of research and IP to speed up projects and bring best practices to engagements. Accenture has also pioneered commercial models, such as bundling new and existing licenses with services for simpler pricing that aligns with outcomes. Accenture is well suited to those with the biggest and boldest Oracle deployments.
›› IBM is one of Oracle’s largest partners and has an unmatched focus on cognitive. IBM differentiates itself with an unmatched focus on what it calls cognitive enterprise automation (CEA) — notably its Watson solutions and embedding Watson everywhere possible in its Oracle work. In addition, IBM has strong experience with helping clients move to cloud and hybrid cloud models — including accelerators such as its automated Cloud Impact Assessment for Oracle ERP and HCM. IBM also has very strong ongoing support. However, IBM is less capable in business consulting for Oracle than other Leaders. References cited IBM as a solid partner for overcoming some of the technical challenges gaps in Oracle solutions presented to them.
IBM has historically lagged behind in Oracle, and it has an up-and-down history with Oracle because — uniquely among top services providers — it is both a collaborator and competitor. Expect further “coopetition” in AI and automation as IBM works to differentiate with Watson and platform while Oracle continues to invest in its own AI capabilities and platform. IBM is a strong fit for larger, more complex clients, as well as those seeking to push the envelope on AI with a partner that’s making big and bold bets on it.
›› Deloitte marries world-class consulting with impressive cloud expertise. Deloitte stands apart with strong advisory services in key areas Oracle customers need to optimize their cloud investments, including strategy and change management. For example, Deloitte has a strong track record of HR transformations focused on employee experience, not just efficiencies. Reference customers praised Deloitte as committed, a true partner that brings in some of the best consultants in the industry. However, while Deloitte has extensive design and automation capabilities, top performers in these categories demonstrated more commitment and innovation in these areas.
Deloitte is aggressively investing in the cloud and solutions that speed up deployment — such as IoT solutions, prebuilt ecosystems and connectors, and industry solutions. Deloitte is one of the few partners in our evaluation to have achieved not only Cloud Elite but the superior Global Cloud Elite status with Oracle — which means Oracle works closely with Deloitte and often brings it in early to work on new development. Deloitte is best when business — not IT — leaders are in the driver’s seat and when a firm has ambitious goals for changing the business using Oracle Cloud.
Strong Performers
›› Oracle Consulting Services has unmatched technology expertise but limited services. Though Oracle’s services offerings don’t span the full gamut, as its competitors’ do, Oracle Consulting Services (OCS) frequently makes clients’ shortlists — because it’s the vendor’s own services arm.
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Many reference customers of other providers we evaluated also put OCS on their shortlists for cloud projects. OCS is particularly suited to projects where the product is new or fast-evolving, making it a strong choice for various cloud deployments. On the downside, reference customers cited the high price of OCS services.
OCS investments are hard to separate from the overall Oracle investments, and as such it benefits immensely from large-scale Oracle investments in cloud, AI, and accelerators. Now under new North American leadership (led by Accenture veteran Beth Boettcher since September 2017), OCS is working hard to find a new niche working with partners effectively and simultaneously focusing on long-term customer value more than selling services. OCS is best fit for those that need road map, architecture, and deployment work, especially related to the newest Oracle offerings like its Adaptive Intelligent cloud products.
›› Wipro is a consistent high performer in Oracle services but isn’t breaking new ground. Wipro has long been a dedicated Oracle partner and has a portfolio of Oracle customer case studies that show the best of its capabilities. Its Oracle practice is also keyed into horizontal capabilities from elsewhere in Wipro — like design studios. However, Wipro’s business consulting work still focuses primarily on efficiency; reference customers relied heavily on Wipro’s technical prowess to guide architecture strategy but were unable to validate its ability to drive business change.
Wipro continues to invest in design and experience leadership through both acquisitions and organic growth. In addition, it continues its strategic partnership and investment in Drivestream, so customers can start small with more specialized Drivestream and easily transition to Wipro when projects get more complex. Wipro is best suited to customers seeking a solid technical partner that can work at scale and has deep expertise helping clients move to the cloud.
›› TCS has strong, broad capabilities but has been slower to pivot to the new. TCS has a reputation as a smart choice for ongoing support services and technology work, as well as for building its capabilities for business consulting an innovation. It has an impressive portfolio of cloud accelerators, like the TCS Integrated Cloud Solution. TCS is starting to bring AI into Oracle engagements, though it’s newer to this than its peers, and it lacks experience with some of the major Oracle cloud apps. Reference customers were impressed at TCS’s deep capabilities at competitive rates — citing that price remained a key reason to go to TCS for Oracle services.
TCS has invested heavily in its Business 4.0 message, which sets a clear vision for where business is going in the digital era. This is shift toward setting a business vision and being prescriptive is notable for traditionally tech-heavy and reactive TCS. Despite this strong strategy that aligns with buyer journeys, the provider is still transitioning between the old world and the new. TCS is best suited for larger, more complex technical projects, but it’s also worth looking at for broader change- the-business-model work.
›› Infosys invests big in innovation, but overall strategy comes across as “me too.” Leveraging its Nia AI platform, Infosys has built more than 100 industry solutions for Oracle predictive insights and process automation. One reference customer praised Infosys as “a delivery powerhouse
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supporting large and complex programs.” While its experience with most of Oracle’s cloud apps is on par with others in this evaluation, there is a notable gap in Infosys’ experience with Analytics Cloud. In addition, some customer proof points still focus on improved technical efficiencies and not business change.
Infosys has come a long way in marketing and strategy investments, for instance with its relatively new approach for digital, which it calls “navigate your next,” based on the idea that there is not a one-size-fits all approach to it. Infosys has also invested in AI, automation, and tools and was one of the first partners to work with Oracle on the shift to the cloud. On the downside, the arrival of Infosys’ new CEO and simultaneous discussions of selling off business units have the potential for short-term disruption, even if the moves will benefit clients in the longer term. For now, Infosys is a good choice for larger and more complex deployments, especially those with significant technical complexity.
›› Capgemini leads NetSuite transformation but lags in key Oracle Cloud Applications. Capgemini is a longtime Oracle partner, particularly in Europe, with strong ongoing support services. It has been an early adopter of AI to enable outcomes with Oracle customers, claiming that about 30% of engagements in the past year use AI. Capgemini is not a Cloud Elite partner for Oracle; it has been slower in overall Oracle work to shift to the cloud compared with other top peers. However, Capgemini has a notable partnership and significant focus on midmarket-oriented NetSuite versus other top Oracle partners. Multiple reference customers praised Capgemini’s commitment to NetSuite transformation, with one praising Capgemini’s “clear commitment to NetSuite as a [center or excellence].”
Capgemini continues to make acquisitions and investments that help clients become digital businesses, acquiring the agency Fahrenheit 212, for instance, and scaling its own Applied Innovation Exchange centers. On the downside, much of Capgemini’s Oracle strategy doesn’t clearly differentiate itself from peers we evaluated. Capgemini is the best fit for large, European- centric companies seeking end-to-end support, but it also has a strong client base of varying sizes in most major geographies.
›› PwC is a strong choice for management consulting but not an innovation pacesetter. PwC has truly committed to being a serious contender in technology, with capabilities in Oracle’s Enterprise Performance Management (EPM), Enterprise Resource Planning (ERP), EPM, and Supply Chain Management (SCM) clouds that are superior to many providers in this evaluation. PwC has leveraged its delivery centers to focus on automation tools; however, use of AI and automation is primarily demonstrated in testing with less of a focus on business outcomes as leaders. Reference customers enjoy PwC’s BXT approach, which holistically incorporates business, experience, and technology. They were also impressed by PwC’s partnership approach, often saying it went above and beyond to ensure the project was a success, not just deliverables.
Overall, PwC is still conservative about breaking new ground. Like other top Oracle partners, it is investing in newer technologies such as AI. However, PwC is not blazing trails in these newer areas, instead investing most heavily in codifying best practices for industries, as well as areas related
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to people and change. PwC is best suited to companies looking for real business strategy change with Oracle as an enabler, particularly those seeking a partner that will meet them where they are rather than try to push new technologies or models too quickly.
Contenders
›› KPMG differentiates with its Powered Enterprise but lags in breadth of capabilities. KPMG has one of the smallest Oracle practices of in this evaluation, but it has an impressive set of accelerators for cloud customers. For example, reference customers cited its Powered Enterprise suite as a key factor in selecting KPMG for Oracle projects. However, while KPMG has strong customer examples across business consulting and implementation services, it’s not yet at the same scale as leaders in this report and thus lacks the resources and the proof points of other top Oracle partners.
Despite a back-office-heavy heritage, KPMG has started to work with customers more broadly across the suite of Oracle cloud applications — including in areas such as supply chain and customer. To that end, KPMG is continuing to expand its Powered Enterprise suite to be relevant across a broader range of Oracle products. KPMG is best suited to change-the-business initiatives, particularly finance-led transformation, and is strongest in the US and Western Europe.
›› Cognizant has strong experience for multiple Oracle apps but lags in scale. Cognizant’s 2016 acquisition of KBACE gave its Oracle practice a competitive boost for Oracle Cloud Applications deployments. Cognizant’s Oracle practice has the most practitioners and experience with CX Cloud, ERP Cloud, and HCM Cloud, but it lags in scale for overall practice. For example, its OCS footprint is smaller than its competitors. Cognizant is also at earlier stages of embedding AI in Oracle engagements. Reference customers rated Cognizant as good value for its cost; it was typically one of a handful of partners supporting Oracle work for those customers.
Strategically, Cognizant is investing in the major areas that matter for modern services buyers: AI, automation, digital, and cloud. But it does not stand out in these areas versus others in this report. Cognizant lags behind most of the evaluated providers in Oracle cloud partner status by not having achieved Cloud Elite status at the time of our evaluation. Cognizant naturally appeals to existing Cognizant clients, but even those that aren’t clients yet should consider it for Oracle cloud applications and design work related to Oracle cloud initiatives.
Challengers
›› DXC has deep old-world Oracle expertise but lags in the shift to Oracle Cloud Apps. DXC formed in 2017 from the merger of CSC and Hewlett Packard Enterprise’s (HPE’s) enterprise services and is a behemoth in the services world, with over $21 billion in total services revenues. It has an impressive portfolio of Oracle accelerators and Oracle expertise, but many of the accelerators are for on-prem, older Oracle products such as Siebel. DXC is significantly smaller
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than others in this evaluation in terms of resources and deployment experience on newer Oracle cloud applications. DXC also trails peers on business consulting — in terms of scale of resources and proof points.
DXC is investing in newer areas relevant to modern services, particularly for clients that have been slow to shift to the cloud themselves. For example, DXC is working to offer more innovative pricing to squeeze cost out of traditionally licensed deals and free up cash for innovation. It is also investing significantly in automation. DXC has not yet achieved Cloud Elite status with Oracle. DXC is a great fit for those seeking solid technical support that don’t want to move aggressively to the cloud. Clients that don’t plan to move too soon — and don’t want to be pushed by their partner — may find this conservative approach refreshing.
Evaluation Overview
The Forrester Wave follows a publicly available methodology that involves screening vendors, detailed questionnaires, and customer reference checks. Find more information about the methodology in the supplemental material section of this report.
We evaluated vendors against 24 criteria, which we grouped into three high-level buckets:
›› Current offering. Each vendor’s position on the vertical axis of the Forrester Wave graphic indicates the strength of its current offering. Key criteria for these solutions include capabilities with Oracle cloud application, business consulting and implementation services, and services delivery approach.
›› Strategy. Placement on the horizontal axis indicates the strength of the vendors’ strategies. We evaluated vision, market approach, innovation road map, and commercial model.
›› Market presence. Represented by the size of the markers on the graphic, our market presence scores reflect each vendor’s customer footprint, Oracle cloud project experience, and Oracle services revenues.
Vendor Inclusion Criteria
Forrester included 12 vendors in the assessment: Accenture, Capgemini, Cognizant, Deloitte, DXC, IBM, Infosys, KPMG, Oracle, PwC, TCS, and Wipro. Each of these vendors has:
›› Scale of Oracle practice. Scale of practice is defined by at least $400 million in total Oracle services revenue in 2017, $100 million in Oracle services revenue derived from cloud apps work in 2017, and 2,500 practitioners who worked on Oracle apps in 2017.
›› A global Oracle practice with cross-industry capabilities. Global scale is evidenced by at least 10% of Oracle services revenues from at least two of the four major global regions.
›› Interest from Forrester clients. Forrester clients regularly consider this provider for projects.
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Supplemental Material
Online Resource
We publish all of our scores and weightings in an Excel file that provides detailed product evaluations and customizable rankings; access this tool by clicking the link the beginning of this report on Forrester.com. We intend these scores and default weightings to serve only as a starting point, and we encourage readers to adapt the weightings to fit their individual needs.
The Forrester Wave Methodology
A Forrester Wave is a guide for buyers considering their purchasing options in a technology marketplace. To offer an equitable process for all participants, Forrester follows The Forrester Wave™ Methodology Guide to evaluate participating vendors.
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In our review, we conduct primary research to develop a list of vendors to consider for the evaluation. From that initial pool of vendors, we narrow our final list based on a small number of inclusion criteria. We then gather details of product and strategy through a detailed questionnaire, demos/briefings, and customer reference surveys/interviews. We use those inputs, along with the analyst’s experience and expertise in the marketplace, to score vendors. In accordance with the Forrester Wave™ Vendor Review Policy, Forrester asks vendors to review our findings prior to publishing to check for accuracy.
We include the Forrester Wave publishing date (quarter and year) clearly in the title of each Forrester Wave document. We evaluated the vendors participating in this Forrester Wave using materials that they provided to us by August 2018 and did not allow additional information after that point. We encourage readers to consider how the market and vendor offerings change over time.
Vendors marked as nonparticipating vendors in the Forrester Wave graphic met our defined inclusion criteria but declined to participate in or contributed only partially to the evaluation. We score these vendors to the best of our ability according to our Forrester Wave™ Incomplete Vendor Participation Policy and publish their positioning along with participating vendors.
Integrity Policy
We conduct all our research, including Forrester Wave evaluations, in accordance with the Integrity Policy posted on our website.
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