Enterprise service management

Enterprise service management goes well beyond IT. It digitises 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 digitising 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

Modernise your enterprise services to reap the value of your organisation. 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.

Our partnership with ServiceNow

State of Georgia becomes an adaptive provider of modern IT services

The State of Georgia went all in on an outsourcing model. It is unique and arguably the most successful initiative across state governments.

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.

Improving IT service management for salling group with a ServiceNow solution

Tropical smoothie cafe growth required a new recipe for technology support

Capgemini’s Agile Store solution enables franchisees to transform their business around the customer and drive growth.

Hydro One adapts payroll functions to help manage disruption

Signant health transforms the patient experience to accelerate clinical trials

Tropical Smoothie Cafe

Capgemini’s Agile Store solution helps improve customer experience

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 recognised 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.

Capgemini Research Institute

Circular economy for a sustainable future

Innovation nation

Meet our experts

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Marta Kisiela is a distinguished expert in Enterprise Service Management (ESM), specializing in Cloud Infrastructure Services. As the Offer Lead for Enterprise Service Management and Future Franchise Services, she excels in guiding customers, partners, and industry leaders in optimizing IT service management. Marta leverages the ServiceNow platform to develop innovative solutions that address complex business challenges, ensuring efficient and effective service delivery.

Alan Connolly, Global Head – Employee Experience and Digital Workplace, Capgemini

Global Head of Digital Workplace Services, Cloud Infrastructure Services

Enterprise service management