Gartner Research

Seven Key Performance Metrics in SAP Services, 2016

Published: 24 October 2016

ID: G00304844

Analyst(s): Susan Tan


SAP practice leaders must constantly improve performance to profitably grow their practices, but our research shows performance varies greatly. SAP practice leaders can use these seven metrics to benchmark their performance against leading competitors and identify areas for improvement.

Table Of Contents
  • Key Challenges


  • Overall Customer Satisfaction Is Acceptable, but Not in the Zone of Loyalty
  • SAP Services Are a Highly Competitive Market, but Sole Sourcing Makes Up More Than a Fifth of Engagements
  • Delivery Track Record Is Good, but It Has Room for Improvement
  • Time and Materials and Fixed Price Are Still the Dominant Pricing Models, but Subscription Pricing Will Gain Traction
  • Use of Outcome-Based Pricing Is Still Relatively Limited
  • Automation in SAP Services Delivery Is Higher in AMS Than Implementation, but Overall Penetration Is Still Low

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