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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. 

    Valmet – Global delivery of business and engineering application management

    Valmet is a leading global developer and supplier of process technologies, automation and services for the pulp, paper and energy industries.

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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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    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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      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.

      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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      Service excellence with ServiceNow

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

      Our partnership with ServiceNow

      Research and insights

      Report

      Circular economy for a sustainable future

      capgemini-research-institute

      Innovation Nation

      Expert perspectives

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      Business operations

      Data labeling operations – leveraging an end-to-end service provider

      Vijay Bansal
      Sep 6, 2022
      Business operations

      Humanizing healthcare – superior customer experience in insurance

      Scott Manghillis
      Sep 29, 2021
      Digital inclusion

      Learning from digital natives

      Zenyk Matchyshyn
      Sep 17, 2022

      Meet our experts

      Mika Tuohimetsä

      Head of Cloud Infrastructure Services, Capgemini Finland
      Helping clients to secure business continuity and continuous improvements by using modern technology, automation and Cloud approach, with proven transformation capabilities and expertise of the whole Capgemini group.

        Partners