Pinnacle Model™

Accelerate your impact

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Introduction to Everest Group’s Pinnacle Model™

What measures do organizations use to determine the impact of their IT, business services, and shared services functions? Two of the most prominent: achievement of strategic business objectives and increased value

Current and Upcoming Pinnacle Studies


Services Sourcing Organizational Maturity

All sourcing organizations aspire to maximize business value while minimizing total cost of ownership when sourcing strategic and outsourced services – but it’s not easy given internal and external stakeholder needs, market disruptions, contract negotiations, and supplier management and governance. A Pinnacle-class sourcing model is efficient, agile, and flexible enough to balance a wide variety of needs and expectations. To help you to realize your sourcing vision, this study explores the following questions:

  • What capabilities are required to generate improved outcomes?
  • What governance model attributes differentiate stages of sourcing organization maturity?
  • What business outcomes and value do Pinnacle Enterprises realize versus typical organizations?


Innovation in GICs

GICs are evolving and becoming more integral to enterprise strategy. With a strong understanding of their business’ needs and a deep foundation in service delivery, GICs are uniquely positioned to drive innovation, a key competitive differentiator for global enterprises. This Pinnacle Model assessment will address how a GIC becomes innovative, answering the following questions:

  • How are GICs leading/supporting the enterprise innovation agenda to create impact?
  • What are successful GICs doing differently to build effective innovation teams?
  • What key capabilities (talent, process, funding mechanisms) do GICs need to drive innovation
  • How does the relationship between the GIC and parent stakeholders need to evolve to enable GICs to drive innovation, and how is this approach different from typical GICs?


Contingent Workforce Management

The contingent workforce is reinventing itself with the emergence of new types of talent, different talent engagement models, and the use of next-generation digital solutions. In the face of tremendous change, what practices and technologies are yielding the best outcomes for overall contingent workforce management? In particular,

  • What spend, talent, and supplier management practices should you adopt, and what capability changes do you need to make to succeed?
  • Which innovative practices are yielding the best results?
  • How are Pinnacle Enterprises leveraging technology to achieve optimal outcomes through their contingent workforce programs?


Understand what drives top performance in Pinnacle Enterprises™

Our Pinnacle Model research identifies and details what the best, or Pinnacle, enterprises are doing to achieve outstanding outcomes.

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Recently Completed Pinnacle Model™ Analyses


Enterprise Intelligent Automation

Automation-led business transformation has been at the top of most organizations’ agendas recently, and for good reason – an effective strategy to leverage intelligent automation (robotic process automation and artificial intelligence) can build sustainable competitive advantage. How do you maximize ROI and business value from your intelligent automation investments?


Sourcing Innovation

The current trifecta of rapidly evolving business demands, technology-led disruption, and focus on outcomes, is raising the stakes for innovation, making it a vital competency in all business functions, including procurement and sourcing. While these technology, process, talent, and organizational changes offer new opportunities for procurement, they also present new risks.


Data & Analytics Maturity in Shared Services/GICs

As technology adoption increases exponentially, organizations are confronted with the challenge of dealing with the proliferation of data that this technology generates. Increasingly, shared services centers or Global In-house Centers (GIC) are leading the efforts to tame data and derive insights from it. This research is aimed at identifying and understanding what Pinnacle, best-in-class, delivery centers are doing differently as they manage and use vast amounts of data – how have they built data & analytics capabilities and what business outcomes they have delivered to their organizations?


Building GIC Talent of the Future

Talent is becoming a critical component and differentiator for GICs as enterprises embark upon their digital journeys. How are GICs stepping up to address the need to transform and create future-proof talent management models? This analysis will look at how GICs can identify, develop, and retain skills critical for future service delivery, including best practices for building agile delivery teams and enabling talent management processes, how to create the right employee experience for the future, and how the GIC can maximize the ROI on talent investments.


Accelerating Customer Experience Through an Optimized Outsourced Contact Center Delivery Model

While most enterprises are leveraging Contact Center Outsourcing (CCO) providers to achieve their Customer Experience (CX) vison, only some enterprises have been able to build exceptional CX capabilities and derive strategic business outcomes, having partnered with their CCO service providers. Everest Group recognizes such Pinnacle Enterprises™ by assessing organizations’ CX outsourcing strategy on Everest Group’s proprietary Pinnacle Model™


Digital Maturity in GICs

The rise of next-generation technologies, such as mobility, analytics, cloud, automation, and other enabling technologies, offers GICs a unique opportunity to drive their enterprises’ digital agendas.


Digital Transformation Readiness

Your IT organization must be ready to reinvent the enterprise through digital technology that dramatically alters their customers’ experience and their business processes. To do so requires first a reinvention of the IT organization itself.


Know your position versus other organizations

Our Pinnacle Model analyses help organizations gain deep insights into where they are on the path to realizing strategic objectives and increasing holistic value.

Leverage the research findings and analysis to support decision-making and planning

By detailing what the best – Pinnacle Enterprises™ – are doing, these performance studies help you define and customize a journey from your current position to where you want to go. The insights that you’ll gain will help you:

  • Prioritize where to invest your time and resources for the greatest speed to impact
  • Accelerate your change journey – whether that means incremental change or broad transformation
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Methodology & Output

Our Pinnacle Model analyses go far beyond dots plotted on a chart. We understand and believe that executives need relevant context to make informed decisions that result in short- and long-term success.


In our analysis of input from executives from leading Fortune 1000 companies, we compare outcomes to associated capabilities – detailing implications, priorities, and trade-offs.


Our Pinnacle Model analyses, which include standard and customized versions:


  • Provide insights into the key enablers to achieve success
  • Highlight alignment with business outcomes – beyond cost
  • Detail insights for developing a differentiated strategy

Talent Strategy in GICs

Global In-house Centers (GICs) have evolved as powerful value creators, driving innovation and catalyzing their parent enterprises’ priorities. Rapid advancement enterprises’ digital agenda is transforming the GIC delivery and operating model


Enterprise Digital Adoption

Implementing a digital strategy is important to stay competitive in today’s market, but many organizations do not have a well-defined, cross-enterprise digital investment strategy; our analysis explains the key investment areas


Enterprise RPA Adoption

While Robotic Process Automation (RPA) adoption is still new to many, some enterprises have developed a combination of differentiated capabilities that has produced superior outcomes; this analysis describes the essential capability areas for RPA


Digital Maturity in GICs

As Global In-house Centers (GICs) face increasing cost and margin pressures, digital leverage is vital to their ability to thrive and drive value in their organizations; this research reveals the essential capability differentiators for leading digital GICs


All Pinnacle Model™ Analyses

Understanding how an organization’s IT, business services, and shared services achieve strategic business objectives and increase value is key to accelerating their impact; our Pinnacle Model™ analyses offer insights into what the best-performing companies do


Recent research from Everest Group Recent Pinnacle Model™ Analyses

View all

Enterprise Intelligent Automation Adoption Maturity | Pinnacle Model™ Analysis

In the past decade or so, Intelligent Automation (IA) has emerged as a tool to achieve operational excellence and proce[...]
See Report

Sourcing Innovation | Pinnacle Model™ Analysis

The current trifecta of rapidly evolving business demands, technology-led disruption, and focus on outcomes, is raising the stakes for innovation, maki[...]
See Report

Data & Analytics Maturity in GICs | Pinnacle Model™ Analysis 2019

As technology adoption increases exponentially, organizations are confronted with the challenge of dealing with the proliferation o[...]
See Report

Accelerating CX Through an Optimized Contact Center Outsourcing (CCO) Model | Pinnacle Model™ Analysis 2019

While most enterprises are leveraging Contact Center Outsourcing (CCO) providers to achiev[...]
See Report