Ventana Research undertook this benchmark research to acquire real-world information about levels of maturity in the services sector, trends and best practices in how these organizations use business analytics. It explores how they do this now, current processes and tools, plans they have to change or improve them, and benefits they hope to gain by doing so. Our Maturity Index analysis concludes that only 13 percent of all services companies attain the highest Innovative level of maturity in their use of analytics. Maturation requires a balanced focus on people, process, information and technology; the research found issues in each category and also concerns about progress in addressing them. Thus, services businesses are maturing only slowly in their use of analytics despite the fact that they view them as valuable and important.