ServiceNow Series E201: Nicholas Friedman, President & Managing Partner, ERM Strategy (Founder) at Templar Shield

Today's guest is Susan Britt, Practice Lead, Employee Workflows at DESBY Technologies. Founded in 2023, DESBY Technologies takes a holistic, agile, secure and customer-centered approach to digital transformation. They leverage deep expertise across multiple industries and domains for ServiceNow transformation initiatives across multiple industry verticals, a consultative and flexible approach to driving client outcomes, and quality delivery excellence capabilities aligned to ServiceNow’s delivery methodologies and best practices.Susan is an experienced global leader with a passion for client success, team building, mentoring, training and communication. She has over 25 years experience in technology, partnering across the HR ecosystem supporting a variety of industries including Healthcare, Government, Education, Finance, Energy, Manufacturing and Technology. Susan specializes in leveraging ServiceNow best practices to ensure best in class employee experience.In the episode, Susan talks about:Her journey from COBOL to ServiceNow expert through determinationQuickly embracing ServiceNow and growing into leadership rolesStartup life with no routine, hands-on leadership and growthBeing a lifelong learner thriving on challenges, pressure and growthBuilding strong teams through trust, transparency and constant communicationSpecializing in employee experience, collaboration and solving complex challengesPassionate about user experience, consistency, problem-solving and efficiencyHow Desby thrives on growth, happy employees and client partnershipsTo find out more about all the great work happening at DESBY Technologies, check out the website www.desby.tech

Today's guest is Ritesh Dalal, Founder and CEO at Intellective. Founded in 2016, Intellective are a global ServiceNow partner organization comprised of specialized, experienced and result-oriented professionals that have one common purpose: build delightful products that wow users. Using certified product offerings and deep expertise in Employee Experience, Service Portal and Custom Apps, they help you improve self service and realize more value from ServiceNow. It's their mission to "Consumerize the Enterprise."Ritesh's expertise in ServiceNow Mobile, Employee Experience and Integrations has enabled organizations to centralize their applications, providing clear visibility and improvement opportunities. His approach to agile development and project management ensures that Intellective delivers customized solutions that drive significant value for their customers. Under his leadership, the Intellective team has successfully developed innovative ServiceNow products that reduce development time and costs.In the episode, Ritesh discusses:0:00 His experience blending design and tech to enhance ServiceNow experience2:13 Transforming ServiceNow UX with unique, productized solutions at Intellective6:39 How Paramount unified global intranet using Intellective's ServiceNow tools9:29 An insight into their remote team blending UX, design and ServiceNow expertise11:56 Evolving from consulting to product, now a bold unified solution14:02 Building exciting impactful, large-scale ServiceNow solutions

Today's guest is Ari Kaplan, Head of Evangelism at Databricks. Founded in 2013, Databricks democratizes insights to everyone in an organization. Their Data Intelligence Platform provides a unified foundation for all data and governance, combined with AI models tuned to an organization’s unique characteristics. Now, anyone in an organization can benefit from automation and natural language to discover and use data like experts, and technical teams can easily build and deploy secure data and AI apps and products.Ari is a leading AI and data influencer and was named one of DataIQ’s Top 20 AI Influencers in America in 2024. He created and led the Chicago Cubs' analytics team, inspired Moneyball and held leadership roles at Databricks, IBM and Nielsen. A Caltech Alumni of the Decade, he’s authored five best-selling books and consulted for Fortune 500s. Ari also led the Raoul Wallenberg investigation and has been profiled by CNN, Time and the History Channel for his pioneering work in analytics and AI.In this episode, Ari talks about:0:00 His journey from sports fan to analytics pioneer transforming the industry5:54 How the Moneyball legacy fuels his ever-evolving tech innovation journey9:00 Being the Databricks evangelist to inspire global AI innovation11:45 How Databricks uses AI internally, inspires careful customer innovation15:38 Driving unstoppable global growth momentum through their passionate community19:10 His passion for using data science to free wrongly imprisoned, missing people22:01 His optimistic vision for AI’s rapidly transformative future25:31 How AI shifted from skepticism to an essential productivity tool rapidlyTo find out more about all the great work happening at Databricks, check out the website www.databricks.com 

Today's guest is Annemarie Sint Jago, ServiceNow ESX Lead Europe & Business Accelerator at Fujitsu. Founded in 1935, the Fujitsu Group has operations in different regions around the world and provides digital services globally. The company have built large-scale, cutting-edge systems that leverage their advanced technologies and extensive track record, garnering the number one market share in Japan and a top-class position worldwide in the IT services field.Annemarie has over nine years of experience delivering ServiceNow solutions to organisations of all sizes, from small firms to global enterprises. With a strong foundation as a Business Consultant and Solution Architect, she combines technical expertise with strategic vision to drive innovation and sustainable growth. As the Employee Service Transformation (ESx) Lead for Europe at Fujitsu, Annemarie leads with purpose; empowering teams, enhancing employee experiences and ensuring impactful, future-ready solutions.In the episode, Annemarie talks about:0:00 Her journey to ServiceNow expert, team leader and business accelerator2:26 How a MS diagnosis pivoted her career by merging tech with humanities6:03 Building and scaling employee workflows across Europe7:40 Why understanding individual motivations helps people grow and thrive11:56 Personal connection matters most, especially in remote leadership15:09 How Burnout prevention starts with boundaries and psychological safety17:45 Burnout is personal and painful, but support and understanding matter deeply19:17 How her Burnout hit suddenly as realization and recovery took time21:00 Recovery required rest, reflection and redefining personal energy23:30 A journey of reorientation, connection and growth through the Handtribe festival26:57 Advice to prioritize what truly matters to prevent burnout and stay balanced28:26Follow your passion and success in tech doesn’t require specific degrees

Today's guest is Trinh Nguyen, Product Owner of ServiceNow at Okta. Founded in 2009, Okta is the leading independent identity management partner. Driven by a vision to empower everyone to safely use any technology, Okta champions neutrality - offering organizations, employees and end users the flexibility to work seamlessly across any device or platform. Today, two-thirds of the Fortune 100, over 40% of the Forbes Global 2000, and thousands of other organizations rely on Okta to protect their digital ecosystems.In the episode, Trinh talks about:0:00 Her journey from IT ops to ServiceNow platform lead5:07 Why late nights aren't ideal, but global teamwork matters6:17 How success isn't technical depth; it's data-driven, value-based storytelling7:30 From out-of-box start to growth & how AI will drive next-level impact10:03 Stakeholder buy-in comes from vision, scalability and ROI09:22 Success is a collaborative effort, as partnership and shared vision drive adoption13:39 Tech needs more women with diverse paths, big impact and no fear15:50 Mentorship through strong women from trusted guidance, observation and inspiration17:33 Advice to believe in yourself; challenges pass and growth follows19:10 Excited about agentic AI which is improving processes autonomously

Today's guest is Sukhi Gill, Co-Founder and Chief Technology Officer at Calitii. Founded in 2023, Calitii is a specialist ServiceNow partner, experienced in delivering major programs in complex, highly regulated environments. Their team’s design centered approach ensures implementations are accelerated across the organization, future proofing for tomorrow’s competitive environment. Calitii can guide you in avoiding potential pitfalls and develop best practices to achieve success in your organization.With over 35 years of industry experience, Sukhi has an outstanding record of achievement in sales and delivery of very large scale IT services in multi-billion dollar application development and infrastructure modernization programs. He has a strong track record of establishing successful partnerships with key business sponsors, influencing strategic and architectural direction, ensuring that the organization gains significant business advantage through the strategic deployment of technology and process innovation.In the episode, Sukhi talks about:0:00 His journey from civil service to founding a ServiceNow startup3:29 Taking a sabbatical to explore mountains and startups, seeking change5:35 Why hiring smart people and collaboration is crucial for success7:11 Letting others contribute often improves ideas and outcomes10:12 How both technology and business process knowledge are needed for successful outcomes13:04 Helping regulated industries, particularly banks, meet regulatory compliance14:55 Focus on outcomes, involve people and prioritize continuous improvement17:48 Address technology, people, process and governance for transformation outcomes

Today's guest is Nicholas Friedman, President & Managing Partner, ERM Strategy (Founder) at Templar Shield. Founded in 2013, Templar Shield are a premier cybersecurity, privacy, risk and compliance technology professional services and value-added reseller firm. They have partnered with over 100 Fortune 1000 companies and government entities, driving innovative integrated risk and compliance solutions across numerous business functions.Nicholas has over 15 years of IT industry experience, including over eight years in information security, risk, and compliance. He oversees strategic partner relationships, marketing and public relationships, business development, product development, and quality service delivery of many of key clients. Nicholas has significant experience in building, growing and leading businesses from scratch. Templar Shield organically and significantly grew from under his stewardship.In the episode, Nicholas talks about:0:00 His journey to becoming a founder, driven by automation and people6:17 Protecting critical infrastructure through expert risk management9:56 Shifting from compliance to integrated, enterprise risk management14:12 Rising OT-IT integration, AI governance and boutique firm growth19:57 His AI governance book which is earning praise from top cybersecurity & enterprise leaders

Today's guest is Deepthi Bathina, CEO and Founder at RhythmX AI. Founded in 2023, RhythmX AI is a generative AI-native healthcare company revolutionizing whole-person care. The company empowers clinicians with AI-powered precision platforms for hyper-personalized care. Backed by private equity firm SAI Group, RhythmX AI combines predictive and generative AI to enhance clinical decisions, helping doctors deliver smarter, compassionate care while practicing at the top of their license.Deepthi is a results-driven CEO with extensive global business expertise, successfully managing P&Ls for high-growth companies ranging from startups to Fortune 500 firms. At the core of her journey is a commitment to reshape healthcare through innovation and compassion. Her mission is to revolutionize whole-person care by harnessing the power of AI - but ultimately, it’s all about the people and the world we’re transforming. Through RhythmX AI and beyond, she is dedicated to pioneering a new era of healthcare.In this episode, Deepthi talks about:0:00 Her journey from technologist to healthcare innovator03:55 Transforming primary care with AI-driven personalization06:08 How Dr. Wadhwani's AI expertise and funding drives RhythmX AI's success08: 42 Using AI to simplify healthcare data for personalized patient care11:44 How RhythmX AI combines clinicians and AI to transform medicine13:52 Addressing PCP burnout, access issues and transforming healthcare16:12 Seeking gritty, humble and mission-driven individuals for healthcare innovationTo find out more about all the great work happening at RhythmX AI, check out the website www.rhythmx.ai 

Today's guest is Josh Soper, Chief Revenue Officer at Norseman Services. Founded in 2014, ​Norseman Services is a Maryland-based IT consulting firm specializing in ServiceNow solutions for both public and private sector clients. They offer a comprehensive suite of services, including strategic advisory, platform implementation, workflow optimization and ongoing operational support. Norseman Services focuses on delivering tailored digital transformation solutions that enhance operational efficiency and customer experience.Josh is a seasoned Technology Services Executive with a passion for building high-performance digital transformation teams across diverse technology sectors. His leadership is centered on achieving significant business outcomes and accelerating time to value for his clients. With a blend of expertise, business acumen and an execution-focused approach, Josh strives to be a standout leader in the realm of digital transformation.In the episode, Josh talks about:0:00 His 25 year journey in IT staffing, sales, leadership and growth2:41 An insight into Norseman Services' impact in the public sector4:13 A Specialized ServiceNow partner with expertise, funding and experience6:19 Use case of fixing failed implementations, optimizing public sector IT9:09 "Expertise on Demand" for flexible ServiceNow project solutions10:31 Why ServiceNow success requires industry expertise, not just IT knowledge11:47 Helping customers maximize ServiceNow’s value and efficiency13:46 Offering a family-oriented, stable and accountable workplace15:29 Hiring focus on solution and business process consultants for success

Today's guest is Jan Pennel, ServiceNow Practice Lead at Dexian IT Solutions. Founded in , Dexian is a force for positive change in the world of work. The company's vision, mission and values drives them to connect organizations and individuals, create purpose and provide meaningful opportunities. Their brand blueprint defines not just who they are, but also the promise, purpose, and unique processes that set them apart.Jan is a collaborative, results-driven leader who thrives on the success of customers. She is experienced in enterprise and IT service management, organizational change, process management, on-boarding and user adoption, training design and delivery, customer support services. Jan holds deep knowledge the ServiceNow platform and had conducted proven strategies to maximize the value derived from its use.In the episode, Jan talks about:0:00 Her career journey into IT transformation and customer-focused leadership2:22 How she started with ServiceNow, led transitions & focused on customer success4:32 Challenges in balancing family, work, leadership and impact6:37 Balancing leadership roles, adapting to needs and delegating effectively10:03 ServiceNow's investment in AI, especially agentic AI is transformative11:03 Generative AI creates new things, while agentic AI works independently12:12 How virtual agent evolved to improve efficiency and customer satisfaction14:46 Advice to balance priorities, control what you can and stay grateful