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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.

Tropical Smoothie Cafe

Capgemini’s Agile Store solution helps improve customer experience

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.

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

    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.

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    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.

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    Improving IT Service Management for Salling Group with a ServiceNow solution

    Salling Group A/S (formerly Dansk Supermarked A/S) is Denmark’s largest retailer, with a market share of 34.9%. Salling Group talks about

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    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.

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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 during the lockdown

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    Signant Health transforms the patient experience to accelerate clinical trials

    Solving patient retention with customer-driven experience and the ServiceNow NOW platform supports rapid COVID-19 vaccine development

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      What we do

      Future Franchise services empower franchisees to deliver great customer experiences.

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      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.

      Digital Service Integration and Management (SIAM) from Capgemini can accelerate digital transformation and create business value by delivering a dynamic service portfolio, removing duplication across services, helping to take control back from suppliers, creating a plug-and-play integrated supplier model, and also providing a modern user experience.

      Our global, practical expertise in Service Integration and Management (SIAM) means we can deliver coherent, comprehensive and continuous digital business ecosystem transformation, without the disruption that organizations can face.

      See our brochure
      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.

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        Service excellence with ServiceNow

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

        Our partnership with ServiceNow

        2021 ISG ServiceNow Ecosystem Partner Provider Lens

        We are named leader in ServiceNow Consulting Services, ServiceNow Managed Services Provider, and ServiceNow Implementation & Integration.

        More on ISG recogntiion

          Research and insights

          Capgemini Research Institute

          Circular economy for a sustainable future
          Innovation nation

          Innovation Nation | Spring 2021

          Expert perspectives

          Business operations

          Frictionless HR and the future of work

          Stephan Paolini
          Apr 14, 2021
          Enterprise management

          The digital governance imperative

          Hugo Gordillo
          Apr 6, 2020
          Enterprise management

          Treat service provision like a developing brain – be reasonable

          Amal Lad
          Nov 23, 2020

          Meet our experts

          Jill Weber

          Head of Enterprise Service Management & ServiceNow Practice, Global Centre of Excellence at Capgemini
          Jill Weber is the Global Enterprise Service Management (ESM) Capability Lead, supporting solutions designed with Amazon Connect and ServiceNow. Working in the Cloud Infrastructure Services Global Center of Excellence over the last 4 years, she is responsible for bringing together Capgemini’s unique breadth of domain and industry-specific experience to design comprehensive enterprise service management solutions leveraging our partner products Amazon Connect and ServiceNow.

          David Rudel

          Expert in Cloud Infrastructure Services, Service Integration (global)
          At Capgemini, I have worked with our team to design and implement a digital SIAM solution for the State of Texas to reap the rewards of significant cost savings, overall customer satisfaction, server consolidation and change management success.

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