2026 Global Service Dynamics Report: Technology Services Edition

How technology leaders should rewrite the services lifecycle

We surveyed 613 IT and technology leaders on how AI, new pricing models and connected operations are reshaping every stage from proposal to renewal. See where they're winning and where the biggest blind spot sits.

Resolve the 24-point confidence divide between boardroom forecasts and frontline operational reality.
Leverage connected operations to join the 86% of tech organizations driving nonlinear service growth.
Solve system connectivity issues impacting 41% of organizations to protect pre-deal scoping and drive account expansion.

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Trusted by the world's leading technology services organizations

WHAT'S INSIDE

Get the benchmarks that matter, from proposal to renewal.

Get stage-by-stage benchmarks from 613 technology leaders, from first proposal to renewal, and see where executives and delivery teams see things differently.

See which pricing models are gaining ground, with 78% planning to grow subscription pricing and 76% outcome-based pricing.

Spot the AI blind spot at the point of sale, where only 8% see a top opportunity for AI agents.

Compare your AI results with peers: 70% report success, but only 29% can prove ROI.

Find out why services teams are the least likely to own retention goals, and what that means for your 74.7% average NRR benchmark.

Promotional banner for the "2026 Global Service Dynamics Report | Technology Services Edition" by Certinia. The main title reads "Before the Signature," with the subtitle "What 613 technology leaders say about AI, pricing, and the work that starts before the deal closes." Key statistics shown: * 74% view professional services as a profit center. * 70% report moderate or significant success from AI deployments. * 8% rank scoping, pricing and proposals among top AI agent opportunities.

Since deploying the Certinia platform, we've seen consistent increases in billable utilization and realized project margins enabling us to exceed our margin expansion targets while improving the quality of the services delivered to our clients.

— Kurt Kuelz, Senior Vice President Global Customer Outcomes, Siemens

Get your boardroom and your delivery teams on the same page

The Technology Services Edition puts executive and PS/CS views side by side at every lifecycle stage, with gaps of up to 24 points on forecast confidence alone. Use it to test your plan against what delivery teams see every day.

Download the Report