Capgemini at ServiceNow Knowledge 2025

Everest Global had a complex IT setup around the “cmdb_ci_appl” table. With misplaced data and extra custom tables, they worked with Capgemini to align ServiceNow CMDB with the CSDM framework, advancing CSDM maturity. The session highlighted how assessment, application refactoring, and enhanced services improved visibility and ITSM support for critical applications in under a year.

Speakers:

• David Treiber, ServiceNow NA Practice Head, Capgemini
• Joel Kosmich, VP Software Development, Everest Global
• Bindu Majumdar, VP Business Management Office, Everest Global
• Jim Garrett, Principle Service Management Consultant, Capgemini North America

An insightful session with the Orange France CIO that helped discover how the Now Platform is being leveraged to improve Customer Experience through ServiceNow’s FSM solution. The session provided insights on how to revolutionize the quality of service (QoS) of Fiber to the Home (FTTH) and explore best practices for deploying this unique orchestrator.

Speakers:

• Bruno Chomel, CIO, Orange France
• Arnaud Demesse, EVP and COO South & Central Europe, Capgemini

Generative AI is everywhere, and Agentic AI is next, but most enterprises struggle to move from experimentation to impact. AI promises efficiency and automation, yet challenges like workforce disruption, data quality, ethics, and business integration remain unsolved. This roundtable cut through the noise, tackling key questions: How will AI reshape jobs? How do you turn AI into real business value? It was an interactive and practical discussion on harnessing AI effectively and avoiding common pitfalls.

Speaker

• Jon Harriman, Vice President, Customer & People Experience with ServiceNow Offer Leader

In this breakout session, the experts shared insights into how Subway partnered up with Capgemini to replace a legacy case management system using ServiceNow CSM with a self-serve web portal – doing away with the typical case forms, and using virtual agent that was designed for each and every customer journey/experience. What’s unique about this virtual agent capability is that only specific customer journeys lead to case creation, while the remaining lead to case deflection with no live agent involvement. Customer satisfaction and agent productivity are at the cornerstone of this remarkable and innovative implementation success.

Speakers:

• April Smith, Lead Delivery Executive, Capgemini
• Brian Pace Sr.  Director, Technology Support & Service Management , Technology Infra Ops & Support, Subway
• Claudia Guzman, Senior Director, Guest Experience & Insights, Subway

In this theater session, we explored a real-life resilience crisis. It highlighted how to access information sources, make informed decisions, resolve issues, communicate with the board, and report to regulators. This session helped clients become a knowledgeable, adaptable resilience leader, earning high regard from the board.

Speaker:

• Marieke van de Putte, Global Portfolio Lead Continuous Compliance, Capgemini

At Knowledge 2025, the spotlight is on big announcements and bold innovations—but we’re taking you behind the scene!. 

In this two-part special, we dive into the engine driving ServiceNow’s evolution, with exclusive conversations you won’t hear on the main stage.

In Part 2, Dave, Esmee, and Rob speak with Amanda Joslin, Senior Director of Platform and AI Innovation Product Management at ServiceNow, about the latest announcements from Knowledge 2025. They discuss how AI is being embedded directly into workflows and customer experiences through proactive, intelligent automation.

Guest:

Amanda Joslin

At Knowledge 2025, the spotlight is on big announcements and bold innovations—but we’re taking you behind the scene!. 

In this two-part special, we dive into the engine driving ServiceNow’s evolution, with exclusive conversations you won’t hear on the main stage.

In Part 1, Dave, Esmee, and Rob sit down with Karel van der Poel, SVP of Products at ServiceNow, to reflect on a decade of growth. They explore what it really takes to drive meaningful innovation—not just scattered ideas, but a clear vision, the ability to scale, and a focus on lasting impact.

Guest:

• Karel van der Poel