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, organisations 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 organisations 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, standardise 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

      Reimagine customer service with CX with ServiceNow

      Stop struggling with siloed systems and unlock human-AI collaboration with AI-powered workflows to deliver exceptional experience to customers that drives business growth.

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      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 organisations dramatically improve any business process across the enterprise.

      One Operations end-to-end business integration web banner

      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.

      Digital Operational Resilience

      In an era where digital transformation is reshaping the financial landscape, the importance of cyber resilience cannot be overstated.

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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

        Inspiring digital inclusion with Let’s Get Digital Durham

        A community‑driven digital inclusion initiative delivered with the Home Office and Digital Unite, equipping volunteers and organisations with th

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        A single source of truth for a transformed nuclear company

        The organisation partnered with Capgemini to unite newly merged business units around consistent ways of working and a consolidated, single syst

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        Nortura modernises Health and Safety reporting

        Nortura and Capgemini enabled the successful rollout of a modern Health and Safety ServiceNow platform, empowering employees and strengthening o

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        Fresenius transforms user access to IT services and support

        FreDi, the easy-to-access global virtual agent and agent chat solution, shortens, simplifies, and enhances the user experience

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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 seamlessly while the prov

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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 – standardising 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 organisations 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 digitisation, 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 organiations across the globe to help them meet their challenges and provide digital transformation strategies, technology delivery, and citizen-led innovation powered

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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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          Enterprise intelligence
          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

          invisible AI
          Data and AI

          Why AI should stay invisible

          Capgemini
          Jul 27, 2026
          Trustworthy AI
          Innovation

          Relatable By Design

          Capgemini
          Jul 17, 2026
          AI adoption
          Data and AI

          It’s hard to use AI as a team. These three practices can help.

          Capgemini
          Jul 17, 2026
          Government Cyber Resilience Pledge
          Cybersecurity

          Government Cyber Resilience Pledge

          Rob Walker
          Jul 9, 2026
          Cyber Resilience Pledge
          Cybersecurity

          Capgemini signs voluntary Government Cyber Resilience Pledge

          Capgemini
          Jul 8, 2026
          Cloud

          Building control foundations for trusted agentic AI

          Capgemini
          Jun 22, 2026

          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 recognises our ability to modernise 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 recognised as a leader in the ISG Provider Lens™ for ServiceNow Ecosystem Partners 2024.

          Awards and recognition

          Meet our experts

          Giulia Carsaniga

          Giulia Carsaniga

          Senior Consultant and Lead Author Open Data Maturity 2022, Public Sector
          ”Digital technologies can help us address today´s greatest challenges, from climate change to global pandemics. At Capgemini, we support public sector clients to make the best out of data-driven tools, promoting a citizen-centred, sustainable, and inclusive digital transformation, in line with the EU’s priorities”.
          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
          Andrea is an ESM/SIAM expert with 22 years of experience in service management who has great interest in and passion for human centric technologies and positive, outcome driven customer experiences. She has been involved with ServiceNow since 2011, specializing in topics related to employee and customer workflows, GBS solutions. Her motto is “Go beyond IT and conquer the enterprise with ServiceNow.
          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 Portfolio – ESM, SIAM, and ServiceNow
          Alan is a visionary leader with a deep passion for collaborating with customers, partners, and industry experts to address complex challenges within the workplace and enterprise service management portfolio. With over 20 years of experience, he combines creativity and analytical prowess to craft comprehensive strategies that align with organizational goals and enhance productivity.
          Claudia Crummenerl

          Claudia Crummenerl

          EVP, Global Head of Advisory for Strategic Partnerships, Capgemini Invent
          Recognising 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.