ServiceNow

Reimagine the future and reshape your enterprise

Leaders in every sector are striving to implement AI‑driven transformations that create meaningful efficiencies, intelligent experiences, and measurable value. Yet, many struggle to move beyond pilots, fragmented fixes, and technical debt. With Capgemini as your ServiceNow implementation partner, organizations can reimagine the future and reshape their enterprise – showing what becomes possible when deep industry expertise meets a powerful platform for AI‑powered operations. Together, we help you close the gap between what’s possible and what’s real.

Make it real with Capgemini and ServiceNow.

ServiceNow is the ‘platform of platforms’ that integrates this flow, providing a consumer-centric user experience.

    Capgemini at ServiceNow Knowledge 2026

    Excited to return as a Knowledge 2026 Platinum Sponsor, helping organizations overcome AI adoption hurdles and enable intelligent AI operations.

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    Reimagine customer experience: Human-led AI powered

    Why customer experience is now a driver of growth, trust, and long-term value

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      How Capgemini and ServiceNow can help

      Capgemini positions ServiceNow as your enterprise nucleus – the AI control tower that unites data, workflows, and AI agents across front, middle, and back offices.

      Together, we help you unlock the potential of AI with purposeful governance, standardize how work runs, build secure and future‑ready capabilities, and continuously innovate through human‑AI collaboration.

      Capgemini and ServiceNow have the know-how, culture, and in-depth industry experience to help you put AI to work. This includes Capgemini’s Resonance AI Framework and expertise with 3,750+ ServiceNow process consultants and 14,000+ certifications. Tap into the best of Capgemini’s industry and domain expertise while using ServiceNow as your AI backbone. As a ServiceNow partner, we work together to develop solutions for key industry sectors such as aerospace and defense, public sector, and retail – ensuring they are tailored to meet our clients’ unique set of needs.

      ServiceNow consulting solutions

      People Experience

      People Experience with ServiceNow brings HR services together on a single, frictionless platform. Happy employees. Increased productivity.

      Enterprise Service Management (ESM) on NOW

      Enterprise Service Management on NOW helps organizations dramatically improve any business process across the enterprise.

      Digital Service Integration and Management (SIAM)

      Our SIAM solutions unlock the full potential of complex multi-provider business ecosystems and provide end-to-end customer satisfaction.

      Future Franchise services

      Future Franchise services empower franchisees to deliver a great customer experience.

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      AI agents in action: Solving the people experience challenge with ServiceNow

      Transforming customer experience with AI agents through ServiceNow

      Reducing ServiceNow technical debt to thrive in today’s AI-driven enterprises

      Technology meets Resilience: Ensuring Data Quality and Building Workflows in ServiceNow

      Client stories

      Signant health transforms the patient experience to accelerate clinical trials

      Solving patient retention with customer-driven experience and the ServiceNow NOW platform supports rapid COVID-19 vaccine development

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      Transforming the delivery of government services the Texas way

      Capgemini Multi-sourcing Service Integration (MSI) model enables the State of Texas to respond to evolving technology.

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      Hydro One adapts payroll functions to help manage disruption

      Hydro One partnered with Capgemini to develop a work-from-home plan that allowed HR and payroll to continue to operate during the lockdown

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      Our industry expertise

      Technology isn’t one-size-fits-all. As a ServiceNow partner, we work together to develop solutions for key industry sectors such as aerospace and defense, public sector, and retail – ensuring they are tailored to meet our clients’ unique set of needs.

      1. Govern with purpose to scale with confidence

      We ensure AI operates with intent – linking oversight to strategic priorities, protecting data integrity, and establishing guardrails that guide enterprises from proof of concept to repeatable performance.

      2. Run as one with a unified platform

      Capgemini and ServiceNow connect AI agents, processes, and data through a cohesive digital backbone – standardizing how work gets done and enabling secure, scalable, and reusable components across the enterprise.

      3. Transform for today and build for what’s next

      We help organizations unlock new business models, intelligent experiences, and a multi‑agentic, futuristic work culture powered by human-AI collaboration.  

      Manufacturing

      We provide a holistic approach to digitization, bringing deep industry expertise, process re-engineering, and modern technology to meet manufacturers' demands, powered by the ServiceNow platform.

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      Public sector

      We work closely with government organizations across the globe to help them meet their challenges and provide digital transformation strategies, technology delivery, and citizen-led innovation powered by the ServiceNow platform.

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      Retail

      Our retail experts optimize operations across the value chain. We employ proven methodologies, applications, processes, leadership, and talent to create a seamlessly integrated experience powered by the ServiceNow platform.

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      Research and insights

      Point of view

      Redefining enterprise intelligence: This is what intelligent orchestration really delivers
      Report

      Customer service transformation

      capgemini-research-institute capgemini-research-institute
      Point of view

      Point of view: Accelerate IT workflows through real-time IT services
      Point of view

      Enabling AIOps with ServiceNow

      ServiceNow Knowledge 2025
      Customer experience

      From reactive to resolution: How agentic AI is redefining Customer and Employee Experience

      Jon Harriman
      Nov 3, 2025
      ServiceNow Knowledge 2025
      Data and AI

      From ambition to impact: How agentic AI and data foundations are transforming public services

      Jon Harriman
      Oct 23, 2025
      Enterprise management

      Set the score, keep the tempo: Why a ServiceNow Centre of Excellence and Innovation turns noise into value

      Alan Connolly
      Oct 16, 2025
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      Awards and recognition

      As an elite ServiceNow partner, we take pride in our accolades and recognitions for diverse ServiceNow implementations. Our robust partnership merges top-tier ServiceNow services with Capgemini’s excellence in experience, resulting in unparalleled collaboration.

      Core Business – EMEA Partner of the Year

      This award recognizes our ability to modernize essential enterprise functions such as legal service delivery, source-to-pay, procurement, HR workflows, and other critical back-office operations. This recognition also underlines our ability to apply AI-driven workflows to improve efficiency, reduce manual work, and elevate operational performance across the enterprise.

      Consulting and Implementation
      Reseller
      Manufacturing
      EMEA Partner

      Leader in the ISG Provider Lens™ for ServiceNow Ecosystem Partners 2024

      Capgemini recognized as a leader in the ISG Provider Lens™ for ServiceNow Ecosystem Partners 2024.

      Awards and recognition

      Meet our experts

      Jill Weber

      Jill Weber

      Global Partner Executive, ServiceNow | Group Strategic Initiatives & Partnerships (GSIP)
      Jill Weber is a Global Partner Executive in Capgemini’s Group Strategic Initiatives & Partnerships, and offer owner of Future Franchise Services. She is dedicated to ServiceNow, supporting partner offer development and solutions on platform, bringing together the breadth of Capgemini’s practical industry experience, the right mix of people, and the processes and operational knowledge to address customer issues at a global scale.
      Matthias Spies

      Matthias Spies

      ServiceNow Americas Partner Executive
      Matthias Spies is the Partner Executive for ServiceNow in the Americas, and serves as COO and Deputy Head of Group Strategic Initiatives and Partnerships at Capgemini. A strategy and transformation consultant at heart, he is driven by a clear ambition: to help clients reimagine how work gets done by harnessing the full strength of Capgemini’s global ecosystem and deep industry expertise—amplified by the unmatched power of ServiceNow, the world’s leading platform for intelligent, end‑to‑end work automation.
      Andrea Kis

      Andrea Kis

      Strategic Partner Director ServiceNow & Siemens
      Andrea has over 25 years of experience in the IT and technology services industry, working with clients across the UK, Europe and globally to address complex business and operational challenges. At Capgemini, she works with teams and partners to shape joint strategies, bring solutions to market and turn global alliance priorities into client value. She has deep expertise in SIAM, Enterprise Service Management, Global Business Services transformation and enterprise consulting, and is a recognised industry thought leader and Chartered IT Professional.
      Jon Harriman

      Jon Harriman

      Group Offer Lead – People Experience & Customer Experience for ServiceNow
      Jon is a renowned expert in employee experience, leveraging his role as the People Experience Group Offer Leader at Capgemini to drive organizational success through people-centric approaches. With an extensive and diverse background encompassing roles in portfolio and offer development, pre-sales, solutioning, and delivery, coupled with a fervor for transforming how companies cultivate their workforce, Jon is committed to empowering organizations to establish engaging environments for their employees.
      Alan Connolly, Global Head – Employee Experience and Digital Workplace, Capgemini

      Alan Connolly

      Global Head of Digital Workplace Services, Cloud Infrastructure Services
      Global Head of Digital Workplace Services, Cloud Infrastructure Services
      Claudia Crummenerl

      Claudia Crummenerl

      Global Head of Alliances, Capgemini Invent
      Recognizing the importance of people in business transformation, Claudia works with clients to reinvent the employee experience through data and technology. She uses her expertise in the people perspective of digital to understand how leadership in the digital age is evolving, how talent and workforce productivity can be transformed through automation and AI, and how to effectively engage employees throughout the transformation process.
      Tim Arkin

      Tim Arkin

      DCX Global Head for ServiceNow
      Tim Arkin is a seasoned technology leader with extensive experience in driving digital transformation and enterprise customer experience solutions. As a Global Head of DCX for ServiceNow at Capgemini, Tim spearheads strategic initiatives to help organizations leverage ServiceNow for operational excellence and innovation.
      Michael Hansen

      Michael Hansen

      Director – Partner Sales ServiceNow
      Michael Hansen bridges the gap between complex business challenges and innovative technology. Leading Capgemini’s strategic ServiceNow partnership, he empowers organizations in Financial Services, Automotive, and Semiconductors to leverage the “Platform of Platforms.” With 30+ years of IT experience, he focuses on breaking down silos and driving measurable efficiency. As an award-winning alliance expert, Michael is your strategic partner for unlocking the full potential of the ServiceNow ecosystem.