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

Welcome to the episode 13 in our Women in ServiceNow series Alldus podcast, a brand new series dedicated to showcasing the incredible women leading the way in the ServiceNow ecosystem.

Powered by Alldus International, host Ailsa Cassie brings you inspiring conversations with trailblazing women who are driving innovation, breaking barriers, and shaping the future of ServiceNow and the wider-tech community.

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:

Her journey to becoming a people-first ITSM leader driving standardized ServiceNow transformation

How excessive customization harms scalability, upgrades and long-term support

Overcoming change resistance, balancing priorities and avoiding over customization

Being people and culture-focused and building governance for lasting impact

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

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

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 or follow them on LinkedIn, Instagram and X @thalesgroup. You can also connect with Stéphanie directly on LinkedIn.

If you’re interested in exploring the latest ServiceNow opportunities, check out our live vacancies or upload your resume today to keep up to date with all the latest opportunities.

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