Unified Service Management: Accelerating Digital Transformation with GenAI
Reimagine service management with HCLTech’s GenAI-powered, best-of-breed solutions.
By combining cutting-edge partner platforms like the Now Platform®️ with our extensive industry expertise, we're driving hyper-personalized digital workflows that optimize processes, connect systems and empower employees with cohesive Total Experience (TX) journeys.
Our Enterprise Service Management (ESM) offerings span consulting, design, implementation and managed services, supported by a global team of over 3,000 niche experts. These professionals bring diversified experience across various industry-rich domains and verticals, platforms and are certified by leading global OEMs and governing bodies. By partnering with industry leaders, we accelerate GenAI adoption, revolutionizing how businesses operate.
As we move forward with the transformative power of GenAI, we enable seamless integration of legacy systems and disparate data sources, creating interdependent experiences across people, products, processes and the planet. Let us transform your business by unlocking the right experiences at the right time across all touchpoints.
The Experience Imperative
TX includes Innovation Experience, User Experience, Customer Experience and Business Experience. Eliminate silos and create integrated, interconnected experiences that enhance satisfaction, engagement and productivity across all touchpoints with TX.
Innovation Experience
Empower employees to innovate seamlessly using digital tools, foster a culture of continuous innovation and co-creation within the organization.
User Experience
Ensure seamless onboarding, prioritize well-being and prevent burnout for all employees enhancing their overall digital and workplace experience.
Customer Experience
Leverage empowered, innovative employees to deliver exceptional customer satisfaction, predict behavior, capture feedback and anticipate demand throughout the digital journey.
Business Experience
Build on the other experiences to enable agility, new revenue streams and sustainable, socially responsible business models for stakeholders.
Delivering only the best TX with AI
Global leaders are prioritizing key actions for becoming experience-driven organizations. We deliver transformative AI and digital integration at scale, empowering your organization to unlock TX and drive innovation.
leaders focus on setting the vision and culture
leaders focus on creating new models and services
leaders focus on fostering a design-thinking culture
leaders focus on developing new roles like 'citizen developers'
Powering Total Experience: GenAI meets Unified Service Experience
Catch Rakshit Ghura, Senior Vice President | Global Head – Digital Workplace and Unified Service Management Business, HCLTech, in conversation with Mousume Roy, Global & APAC Reporter, HCLTech, as he dives into how HCLTech is shaping industry transformation with GenAI, Total Experience, Unified Service Experiences and our expanding partnership with ServiceNow.
What we offer
We ensure seamless business operations across time zones with our Managed Services, offering global coverage and 24/7 support. By leveraging automation, AI and GenAI on the ServiceNow platform, we empower a diverse global customer base to scale efficiently and sustainably. Complementing this, our Consulting Services deliver tailored ServiceNow solutions that integrate AIOps and GenAI to drive innovation and efficiency. Through close collaboration with your teams, we align strategies with business objectives and ESG commitments, fostering sustainable growth and operational excellence worldwide. Additionally, our Staff Augmentation services provide access to specialized ServiceNow talent for automation, AI and GenAI projects, enabling scalable, responsible innovation.
certified experts
MSP Services: Manage global IT services with AI, automation and GenAI, promoting sustainable practices.
Reseller Services: Tailored ServiceNow licensing, driving innovation with AI and GenAI, supporting sustainability.
Transformation Program and Transition Services: Seamless shift to GenAI-powered ServiceNow, focusing on sustainable IT practices.
Transformation and BAU Services: Drive transformations while ensuring smooth operations, integrating AI and ESG principles.
Process Assessment and Consulting: Optimize workflows with AI and GenAI, enhance productivity and meet ESG goals.
Platform Assessment and Consulting: Optimize ServiceNow platforms with AI, ensuring sustainable growth and performance.
Module Assessment and Implementation Consulting: Enhance ServiceNow modules to ensure alignment with goals and sustainability.
Future Roadmap Consulting: Strategic plans with AI and ESG to drive sustainable growth and innovation.
Digital Transformation and Implementation Consulting: Enhance digital experiences with GenAI to streamline workflows and drive innovation.
Total Experience Advisory and Consulting: Optimize user experiences with AI to ensure efficiency, satisfaction and sustainability.
Risk and Compliance Advisory and Consulting: Manage risks with AI and ensure compliance and sustainable operations.
Time and Money Based Projects Delivery: Scale workforce flexibly for project timelines and budgets with skilled ServiceNow professionals.
Value and Outcome Based Projects: Achieve measurable results with expert staff using ServiceNow, AI and GenAI.
Managed Staff for Project Delivery: Manage complete ServiceNow project delivery efficiently and sustainably with dedicated teams.
Custom App Development and Implementation Projects: Create tailored, scalable ServiceNow applications with AI and GenAI with the help of specialized developers.
ServiceNow Product Implementation, Enablement and Transition: Experts manage ServiceNow integration phases, optimizing with AI and GenAI.
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Partner Ecosystem
Awards and Recognitions
Leader in ISG Provider Lens™ ServiceNow Ecosystem Partners 2025 – U.S.- Recognized as a Leader across all key categories: Consulting, Managed Services, and Innovation for ServiceNow.
Learn moreLeader in ISG Provider Lens™ ServiceNow Ecosystem Partners 2025 – Europe- Recognized as a Leader across all key categories: Consulting, Managed Services, and Innovation for ServiceNow.
Learn moreRecognized as a CX Star Performer in the ISG Provider Lens™ ServiceNow Ecosystem Partners 2025
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Leadership Perspectives
Resources
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Elevate total experience with HCLTech’s AchieveNow program
Value-focused assessment for leveraging ServiceNow excellence
Transform your field service operations with HCLTech's near-zero-touch solutions powered by ServiceNow.
Ten years ago, SIAM was a buzzword. At HCLTech, we redefined it, transforming multi-supplier IT chaos into a competitive advantage for global enterprises.
Transforming IT operations with Augmented Intelligence: Seamless automation and Remote support
Enable total experience across your organization
Revolutionize your business outcomes with HCLTech USM Innovation Incubation Center, powered by ServiceNow. This specialized framework empowers global enterprises to harness our collective expertise to drive groundbreaking solutions.
Contact Us
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Frequently Asked Questions about Unified Service Management
Unified Service Management (USM) at HCLTech is our integrated approach to streamlining enterprise service delivery. We unify IT, business and operational processes through advanced platforms like ServiceNow, leveraging automation and AI to drive efficiency, agility and consistent experiences across the entire client ecosystem.
AI is central to our service management model. At HCLTech, we embed AI and GenAI to automate workflows, enhance decision-making and deliver predictive insights. This empowers our clients to proactively resolve issues, personalize experiences and scale operations efficiently—turning service management into a strategic advantage.
HCLTech’s service management solutions support diverse industries, including financial services, healthcare, manufacturing, retail, energy and technology. Our expertise allows us to tailor USM strategies to each client’s unique regulatory, operational and business requirements, driving value and compliance across sectors.
Our USM solutions optimize IT operations by automating routine tasks, centralizing service management and enabling real-time monitoring. HCLTech helps clients achieve higher uptime, faster incident resolution and streamlined change management—resulting in more resilient, agile and cost-effective IT environments.
Absolutely. HCLTech’s service management solutions are designed to support agile frameworks, enabling iterative delivery, rapid adaptation and continuous improvement. We help clients embed agile practices in their operations, fostering collaboration, responsiveness and innovation throughout their service management journey.
Our USM solutions help large firms overcome fragmented service delivery, siloed operations and inconsistent user experiences. By integrating services across departments and geographies, HCLTech enables clients to reduce operational costs, improve responsiveness and foster collaboration—ultimately driving sustainable business growth and innovation.
We leverage industry-leading platforms like ServiceNow, alongside automation, AIOps and GenAI technologies, to deliver robust enterprise service management solutions. Our technology stack is designed for flexibility, scalability and seamless integration, ensuring clients benefit from the latest advancements in digital transformation and service delivery.
We prioritize Total Experience (TX), blending user, customer and business experiences into unified journeys. By integrating AI, automation and design-thinking, HCLTech creates intuitive, personalized interfaces and proactive support—boosting engagement, satisfaction and productivity for every stakeholder in our clients’ ecosystems.
HCLTech specializes in seamless platform and tool integration, leveraging our deep expertise with ServiceNow and other leading technologies. We ensure interoperability across legacy and modern systems, reducing complexity and enabling unified data flow—helping clients achieve end-to-end visibility and control over their service landscape.
With over 3,000 certified experts, HCLTech brings deep domain knowledge in enterprise service management, SIAM and ServiceNow implementations. Our consulting, advisory and managed services drive operational excellence and digital transformation, positioning us as a trusted partner for complex, large-scale service management initiatives.