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

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.

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

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

Capgemini Multi-sourcing Service Integration (MSI) model enables the State of Texas to respond to evolving technology.

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 enables franchisees to transform their business around the customer and drive growth.

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.

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.

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.

Report

Circular economy for a sustainable future

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

Meet our experts

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.

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 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.

Enterprise service management