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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

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 organisation.

Capgemini’s ESM on NOW offer is a main ServiceNow based offer that helps organisations 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 standardised, 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.
Shape the future of clinical trials by improving patient experience

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.

      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.

          Meet our experts

          Jill Weber

          Head of Enterprise Service Management & ServiceNow Practice, Global Centre of Excellence at Capgemini

          David Rudel

          Expert in Cloud Infrastructure Services, Service Integration

          Marta Kisiela

          Offer Lead, Cloud Infrastructure Services 
          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

          Alan Connolly

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

            Partners