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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.

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      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

      Research and insights

      Capgemini Research Institute

      Circular economy for a sustainable future
      Report

      Innovation Nation

      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.

      David Rudel

      Global Portfolio Lead in ESM Enterprise Service Management /Digital SIAM

        Partners