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.

Transforming the delivery of government services the Texas way

The Texas Department of Information Resources (DIR) partnered with Capgemini to enhance the delivery of government services. It adopted the Multi-sourcing Integration (MSI) model, which improved IT monitoring, security, and cost savings.

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

Tropical Smoothie Cafe growth required a new recipe for technology support

Capgemini's Agile Store solution streamlined IT support, providing a single point of contact and a dedicated website for issue tracking. This allowed franchisees to focus on delivering an excellent guest experience, aligning with the cafe's commitment to promoting healthier lifestyles.

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

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

What we do

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

Enterprise service management