Women in ServiceNow E13: 'ITSM Standards, AI & Avoiding Over-Customization' with Thales' Stephanie Paul

About this episode

Stéphanie Paul discusses her journey and insights on ITSM transformations and the importance of avoiding over-customization in ServiceNow.

Today's guest is Stéphanie Paul, ServiceNow Consultant at Thales. Founded in 2000, Thales Group is a French multinational technology company that specializes in aerospace, defence, cybersecurity and digital identity solutions, serving governments, critical infrastructure operators and industrial clients worldwide. Thales designs and delivers advanced systems in areas such as avionics, radar, communications, space and secure information systems, with a strong focus on innovation and mission-critical technologies. For over 10 years, Stéphanie has led IT Service Management (ITSM) transformations at scale within complex international organizations. Stéphanie helps enterprises evolve ServiceNow from a ticketing platform into a true governance and operating model enabler. Stéphanie operates at the intersection of strategy and delivery: designing target operating models, building robust ITSM governance frameworks, structuring CMDB/CSDM architecture and driving adoption across large, distributed environments. In the episode, Stéphanie discusses: 0:00 Her journey to becoming a people-first ITSM leader driving standardised ServiceNow transformation 2:51 How excessive customization harms…

People in this episode

Guest: Stéphanie Paul

Topics covered

• IT Service Management
• ServiceNow transformation
• customization
• governance
• women in IT

Keywords

• ITSM
• ServiceNow
• customization
• governance
• women in IT
• transformation
• change resistance

Mentioned in this episode

Organizations: Thales, ServiceNow

Places: France, international organizations

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