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

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 scalability, upgrades and long-term support

4:16 Overcoming change resistance, balancing priorities and avoiding over customization

6:52 Being people and culture-focused and building governance for lasting impact

10:08 Encouraging women in IT, including to learn, certify, build confidence and network

12:25 ITSM will evolve as foundational platform and strong data enables AI integration

15:35 Plans to strengthen ITSM foundation, deepen AI expertise and improve customer impact

To find out more about all the great work happening at Thales, check out the website www.thalesgroup.com