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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.

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.

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.

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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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Future Franchise services empower franchisees to deliver great customer experiences.

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Shape the future of clinical trials by improving patient experience

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

    Gen AI in ESM

    Enhance your Enterprise Service Management practice using generative AI.

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    Service excellence with ServiceNow

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

    Our partnership with ServiceNow

        Fresenius transforms user access to IT services and support

        FreDi, the easy-to-access global virtual agent and agent chat solution, shortens, simplifies, and enhances the user experience

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        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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          Tropical Smoothie Cafe

          Capgemini’s Agile Store solution helps improve customer experience

          Leader in 2024 Gartner® Magic Quadrant™ for Service Integration and Management Services

          Capgemini named a Leader in 2024 Gartner® Magic Quadrant™ for Service Integration and Management Services for its completeness of vision and ability to execute.

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            Capgemini named a Leader in AVASANT’s Multisourcing Service Integration 2023-2024 RadarView™

            Avasant’s Multisourcing Service Integration (MSI) 2023–2024 RadarView™ evaluated 32 service providers based on their practice maturity, partner ecosystem, and investments and innovation.

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              Capgemini recognized as a leader in the ISG Provider Lens™ for ServiceNow Ecosystem Partners 2024

              Ranked as a market leader across all three quadrants in the U.S. and Europe.

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                Research and insights

                Capgemini Research Institute

                Circular economy for a sustainable future

                capgemini-research-institute
                Report

                Innovation Nation

                Expert perspectives

                Trends

                Five trends driving the future of service management

                Alan Connolly
                Apr 15, 2025
                Cloud

                Reduce data noise and optimize costs of handling data using predictive analytics

                Capgemini
                Nov 4, 2024
                Cloud

                The rise of total user experience 

                Jakub Wasilewski
                Jul 2, 2024
                Cloud

                Enterprise service management: Let’s move beyond IT driving a better employee experience and business outcomes through ServiceNow

                Jill Weber
                Aug 23, 2022
                Cloud

                SIAM co-design: When copy and paste just doesn’t cut it

                Ian Turner
                Apr 4, 2023

                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

                Marta Kisiela

                Offer Lead, Cloud Infrastructure Services 
                Marta Kisiela is a distinguished expert in Enterprise Service Management (ESM), specializing in Cloud Infrastructure Services. As the Offer Lead for Enterprise Service Management and Future Franchise Services, she excels in guiding customers, partners, and industry leaders in optimizing IT service management. Marta leverages the ServiceNow platform to develop innovative solutions that address complex business challenges, ensuring efficient and effective service delivery.
                Alan Connolly, Global Head – Employee Experience and Digital Workplace, Capgemini

                Alan Connolly

                Global Head of Portfolio – ESM, SIAM, and ServiceNow
                Alan is a visionary leader with a deep passion for collaborating with customers, partners, and industry experts to address complex challenges within the workplace and enterprise service management portfolio. With over 20 years of experience, he combines creativity and analytical prowess to craft comprehensive strategies that align with organizational goals and enhance productivity.

                  Partners