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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.

Tropical Smoothie Cafe

Capgemini’s Agile Store solution helps improve customer experience

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.

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

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      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.

      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 organisations can face.

      See our brochure
      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.

      Enhance the value of your HR function by delivering a frictionless employee experience.

      Our Intelligent People Operations put your employees at the centre of your HR strategy. Through the ServiceNow HR service delivery application, our solution transforms your HR function into one that delivers an enhanced employee experience, decreased cost, increased productivity, and enhanced resource efficiency.

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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

          Generative AI in cybersecurity
          Point of view

          Zero trust: From aspiration to rapid implementation
          Point of view

          Redefining software engineering: The impact of generative AI
          Capgemini Research Institute

          World Cloud Report – Financial Services 2025

          Expert perspectives

          Customer experience

          Embracing sustainable solutions: How retailers can attract environmentally conscious shoppers during Black Friday

          James Ainger
          Nov 14, 2024
          Data and AI

          Why and how to shift your focus to object-centric process mining.

          Marshall Peter
          Nov 12, 2024
          Asset Management, Energy and Utilities

          Ever thought of water quality as an asset? Why turning traditional models upside down will be a game changer.

          James Redhead
          Nov 7, 2024

          Meet our experts

          Jill Weber

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

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