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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. 

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    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

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    Hydro One adapts payroll functions to help manage disruption

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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.

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

      Our Intelligent People Operations put your employees at the center 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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      Easy to use, omnichannel cloud-based contact center service that scales to support businesses of any size

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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

          World Cloud Report – Financial Services 2025
          Point of view

          Compliance: the connected product’s best friend
          Podcast

          Reimagining the telecom industry
          Podcast

          Cloud Realities – the podcast series

          Expert perspectives

          Cloud, Data and AI, Gen AI

          Why I am excited about this year’s Microsoft Ignite

          Jerry Lacasia
          Nov 12, 2024
          Business operations

          Navigating Transformation: Key priorities for Insurance CFOs in an evolving sector

          Greg Cittanova
          Nov 7, 2024
          Cloud, Sustainability

          Technology for sustainability: How AWS is influencing a green future

          Nov 7, 2024

          Meet our experts

          Jill Weber

          Global Partner Executive, ServiceNow | Group Strategic Initiatives & Partnerships (GSIP)
          Jill Weber is a Global Partner Executive in Capgemini’s Group Strategic Initiatives & Partnerships, and offer owner of Future Franchise Services. She is dedicated to ServiceNow, supporting partner offer development and solutions on platform, bringing together the breadth of Capgemini’s practical industry experience, the right mix of people, and the processes and operational knowledge to address customer issues at a global scale.

            Partners