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Enterprise service management

Enterprise service management goes well beyond IT. It digitizes and automates adjacent functions like HR, security, finance, and CRM, to put the focus on the end-to-end customer experience.

The emergence of cloud and digital services, mixed with traditional, legacy services, creates complexity in the IT value chain, including hybrid models. This complexity needs to be managed to create value for both customers & business. That’s where we step in.

By applying SIAM governance methods and principles, a structured blueprint for digitizing and automating processes flowing between IT and adjacent business functions can be implemented to manage that added complexity – while extending value chains beyond IT to the business. 

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

What we do

Unlock the full potential of your complex multi-provider business ecosystem with our Digital Service Integration and Management (SIAM) solutions, and achieve end-to-end customer satisfaction.
Achieve service excellence, for the benefit of your customers, and your organization.

Capgemini’s ESM on NOW offer is a main ServiceNow based offer that helps organizations dramatically improve any business process across the enterprise, including customer service management (CSM), HR service management (HRSM), security operations (SecOps), finance, business service management (BSM), IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM).

Why are we so swift and dependable? Because we have deep expertise and long experience with legacy and cloud managed services, and strong alliances with major enterprise management vendors. And because we take advantage of a standardized, proven methodology, advanced automation techniques, and solution accelerators.

We partner with technology firms to offer a sound sustainability strategy for the IT estate and employee engagement advisory.
Future Franchise services empower franchisees to deliver great customer experiences.

Modernize your enterprise services to reap the value of your organization. This will benefit your customers, and enhance their experience. 

    Gen AI in ESM

    Enhance your Enterprise Service Management practice using generative AI.

    Service excellence with ServiceNow

    We bridge the complexity gap, and deliver quality, outcome-based, ServiceNow solutions.

      Capgemini named a Leader in AVASANT’s Multisourcing Service Integration 2023-2024 RadarView™

      Avasant’s Multisourcing Service Integration (MSI) 2023–2024 RadarView™ evaluated 32 service providers based on their practice maturity, partner ecosystem, and investments and innovation.

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

        Ranked as a market leader across all three quadrants in the U.S. and Europe.

          Expert perspectives

          Cloud

          The rise of total user experience 

          Jakub Wasilewski
          Jul 2, 2024

          Meet our experts

          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.

          David Rudel

          Global Portfolio Lead in ESM Enterprise Service Management /Digital SIAM

            Partners