Women in ServiceNow E16: People Before Platforms: The Human Side of ServiceNow Transformation with ServiceNow's Kim Beene

Today's guest is Kim Beene, Solution Sales Executive- Federal ITx at ServiceNow. Founded in 2003, ServiceNow is a leading enterprise cloud platform that enables organizations to automate, optimize and transform digital workflows across IT, HR, customer service and business operations. By connecting people, processes and technology on a single platform, ServiceNow helps businesses improve efficiency, eliminate manual tasks, enhance employee and customer experiences, and accelerate digital transformation at scale.Kim is a ServiceNow and IT Service Management leader with over 17 years’ experience in the ServiceNow ecosystem and more than 20 years in ITSM. Kim played a key role in the growth of Highmetric (now NewRocket), supporting ServiceNow solution delivery, customer success and platform adoption. Passionate about empowering teams, improving processes and building strong client relationships, Kim combines deep technical expertise with the ability to translate complex technology into meaningful business outcomes.In the episode, Kim discusses:0:00 Her career journey from service desk analyst to 1,000+ ServiceNow implementations2:25 Helping Army and Air Force modernize projects and assets3:39 Why successful implementations require leadership, change management and clear goals5:41 Advice to create internal champions by using the platform from day one7:28 Why empathetic leadership builds stronger teams and lasting professional relationships11:06 Successful AI adoption depends on people, training and change management14:24 Her advice to believe in yourself and build a career that helps others17:19 Great leaders inspire others through empathy, learning and knowledge sharing19:50 Finding work/life balance to prioritize family, time and life’s moments23:14 Excitement for ServiceNow growth, leadership and future opportunities

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Today's guest is Barbara Middelkoop - Meijsen, ServiceNow Solution Architect at Aramco Europe. Founded in 1933, Aramco is one of the world’s largest integrated energy and chemicals companies. With over 90 years of history, Aramco play a central role in global energy supply, producing oil, gas and petrochemicals at scale. The company focuses on reliable energy delivery while investing in lower-carbon technologies and innovation to support a more sustainable energy future.Barbara is an experienced consultant who bridges the gap between users, organizations and technology. She excels at translating functional user requirements into reliable technical solutions, while keeping organizational goals and process integrity in focus. Barbara can clearly communicate complex ideas and also turn them into practical implementation. She works well with a wide range of stakeholders and approaches challenges creatively, finding solutions when obstacles arise to ensure successful outcomes.In the episode, Barbara talks about:0:00 Her journey from Watchmaker to tech, finding passion for ServiceNow3:14 With teams like gears, digital work offers flexible solutions 4:45 Her belief that leaders learn from all and help others grow5:40 Her day-to-day-role bridging technical and functional sides to improve processes8:02 Why people often cling to old habits instead of embracing new solutions9:09 Advice to practice in a personal ServiceNow instance to learn effectively10:36 Learning from others and attending events in the ServiceNow community 12:22 How Community involvement broadens perspective and offers supportive learning13:00 Why she’s excited to implement AI in ServiceNow to improve efficiency

Today's guest is Simon Collins, Managing Director, Head of Security & Resilience (CISO) at Allianz Global Investors. Founded in 1998, Allianz Global Investors is a leading active investment manager. As part of the Allianz Group,  the firm provides investment solutions across equities, fixed income, multi-asset and private markets for institutional and retail clients worldwide. Through research-driven strategies, a commitment to sustainability and global expertise, they helps clients achieve their long-term investment objectives.Simon is an experienced cybersecurity and operational resilience leader with more than 25 years in IT, specializing in information security, cybercrime investigation, fraud prevention, and cyber resilience. He has worked with organizations, boards and regulators to strengthen security frameworks and drive industry standards. Passionate about collaboration and knowledge-sharing, Simon regularly engages with cross-industry groups and conferences to promote best practices in cybersecurity and resilience.In the episode, Simon discusses:0:00 His journey from IT support to cybersecurity resilience leadership1:45 Bridging technical cybersecurity risks with clear business storytelling3:47 Why AI cyber threats demand adaptation, not panic or restart5:34 How AI accelerates vulnerability exploitation, increasing cyberattack speed and scale11:31 A demand for faster patching and stronger cyber hygiene in the AI era15:34 How AI adoption is accelerating a real-time cyber arms race18:04 Why AI resilience risks are overlooked amid rapid adoption pressure21:19 The need to reshape resilient teams with AI literacy and gradual adoption

Today's guest is Howard Shortt, Cybersecurity & Data Privacy Partner at Grant Thornton Ireland. Founded in 1924, Grant Thornton Ireland is a leading professional services firm providing audit, tax and advisory services to businesses. Combining global reach with local expertise, it helps clients navigate complex financial, regulatory and strategic challenges. Its teams work across a wide range of industries, delivering practical insights and solutions that support growth, improve performance and strengthen governance.Howard is an experienced business leader specialising in cybersecurity, governance and cyber threat risk management. He applies leading practices in security operations, forensic investigation and team leadership to address incident response, critical infrastructure protection, threat mitigation and regulatory compliance. Howard also delivers cyber security advisory services across multiple countries and sectors, and is a trusted advisor to senior leaders, translating complex technical issues into clear, actionable insight.In the episode, Howard discusses:0:00 His journey from retail jobs to cybersecurity and digital forensics expert2:39 How a childhood curiosity sparked lifelong passion for cybersecurity and forensics5:31 Shaping a lifelong consulting career with a customer-focused mindset7:12 How AI is accelerating cyber threats and strengthening defences simultaneously8:40 Why Irish businesses remain underprepared for evolving AI-driven cyber threats9:40 How a lack of preparation undermines cyber resilience and response11:36 Cyber resilience requires leadership preparation, communication and realistic exercises13:45 Cybersecurity demands constant learning, adaptation and mastering fundamentals16:15 His advice to start with cybersecurity fundamentals and build knowledge step by stepTo find out more about all the great work happening at Grant Thornton Ireland, check out the website www.grantthornton.ie

Today's guest is Kedar Mate, Founder and CMO at Qualified Health. Founded in 2023, Qualified Health AI is a healthcare-native enterprise AI platform helping health systems deploy, govern and scale artificial intelligence safely across clinical, operational and financial workflows. The company provides the infrastructure, governance and expertise needed to turn AI pilots into enterprise-wide transformation, delivering measurable outcomes while maintaining compliance, trust and patient-centered care.Kedar is a recognized leader in healthcare quality, patient safety and health system transformation. He previously served as President and CEO of the Institute for Healthcare Improvement (IHI) and is currently a Professor of Medicine at Weill Cornell Medicine and a Senior Scholar at Stanford University. His career spans healthcare delivery, global public health and policy, including leadership roles with Partners In Health, Brigham and Women's Hospital and the World Health Organization.In the episode, Kedar discusses:0:00 His journey from driven by inequity to founding Qualified Health 4:57 An insight into the company’s expert, multidisciplinary team8:33 Building an AI platform to solve healthcare adoption barriers with data, apps and governance13:05 How AI deployment improved workflows, revenue and saves heart patients17:17 Data and governance is key to successful healthcare AI adoption19:58 Why AI healthcare needs cross-disciplinary talent through fast-paced, mission-driven work23:56 How Qualified Health’s culture is shaped by leaders’ actions, not words

Today's guest is Chandra Sekhar Chappa, Global Head, Co-Innovation - ServiceNow at Google Cloud. Founded in 2016, Google Cloud is Google’s enterprise cloud computing platform, providing organizations with scalable infrastructure, data analytics, AI, machine learning, security and application development services. Google Cloud helps businesses modernize operations, accelerate innovation, and securely build, deploy and manage applications and data at scale across hybrid and multi-cloud environments.Chandra is a technology leader with over 16 years of experience across product management, cloud operations, IT service management, infrastructure, and governance, risk and compliance. He specializes in ServiceNow, hyperscaler partnerships, cloud marketplace integrations, and enterprise service management. Chandra has led large-scale technology initiatives that have generated significant revenue growth and cost savings, while helping more than 1,100 enterprise customers improve cloud governance and operational efficiency.In the episode, Chandra talks about:0:00 His journey from IT tutor to leader in ServiceNow innovation at Google2:08 The importance of mentors in his career and giving back4:31 How the Google Cloud - ServiceNow integration/partnership combines AI with workflow transformation5:26 Enabling enterprise-scale workflows, execution and governance8:01 How their AI control tower provides full agent visibility and governance10:26 How the Google Cloud - ServiceNow integration/partnership enables real-time data and AI-driven CRM gains13:29 His advice to leverage AI ecosystems, avoid POCs and build faster15:51 The need to use trusted partners, align leadership and balance decision-making17:58 How mentorship, self-belief and persistence through uncertainty leads growthTo find out more about all the great work happening at Google Cloud, check out the website cloud.google.com

Today's guest is Verena Liebhart, Partner Manager, EMEA Central at ServiceNow. Founded in 2003, ServiceNow is a leading enterprise cloud platform that helps organizations automate and streamline digital workflows across IT, HR, customer service and operations. It enables businesses to improve efficiency, reduce manual processes, and enhance employee and customer experiences. ServiceNow supports large enterprises in modernizing operations and scaling digital innovation across the organization.Verena is a Partner Manager at ServiceNow, leading strategic alliances across EMEA Central with Infosys. She drives joint go-to-market execution, pipeline growth and revenue across AI, CRM and workflow transformation. With a background in customer success supporting large DACH enterprises, she brings a strong value-realization mindset focused on measurable impact. With over 10 years of international experience, Verena builds high-performing partnerships grounded in trust, accountability and shared growth.In the episode, Verena discusses 0:00 Her Travel-driven career building perspective, growth and global mindset4:41 Building meaningful connections through genuine interest and effort7:11 Advice to understand promotion systems, build relationships and actively own your career10:37 Why confidence and authenticity make gender a strength, not a limitation12:47 Valuing curiosity, questioning norms and seeking the right fit drive growth17:29 Focus on growth, building foundations and future opportunities

Today's guest is Puneet Kukreja, Partner at EY, Resilient Nation Leader & Head of Cyber. EY Ireland is a leading professional services firm providing assurance, consulting, tax, strategy and transactions services to organisations. EY helps businesses navigate transformation, manage risk and drive long-term value through innovation, technology and industry expertise. Guided by its purpose of “building a better working world”, EY supports clients across sectors including financial services, healthcare, government and technology.Puneet works at the intersection of cyber security, AI trust, operational resilience and critical infrastructure, advising boards, governments and regulated sectors on building resilient systems for an AI-driven world. With global leadership experience across healthcare, financial services and the public sector, Puneet focuses on engineering resilience into critical systems from the outset. He is the creator of the EY Cyber Leaders Index and a recognised thought leader on cyber resilience, AI governance and digital trust.In the episode, Puneet talks about:0:00 Why compounding global challenges demand confident, future-focused action2:46 As AI drives unprecedented change, organizations should adapt confidently4:00 Resilience must be engineered into core infrastructure investment6:12 How resilience must evolve beyond plans to real-world testing9:34 Why boards need crisis training and define minimum viable operations13:37 The need to focus on disruption, data risk, hygiene and preparedness16:18 How Mythos exposes technical debt, demanding urgent zero-day readiness

Today's guest is Lesley Whelan, Head of Risk and Compliance at HCS. Founded in 1994, HCS is one of Ireland’s leading managed IT services and cybersecurity providers, supporting organizations with digital transformation, cloud solutions, AI technologies and IT infrastructure. With offices across Ireland and a highly accredited team, HCS combines deep technical expertise with a customer-first approach, helping businesses strengthen security, improve operations and drive sustainable growth through innovative technology solutions.Lesley specializes in operational resilience, information security, governance and regulatory compliance across shared services, IT, managed services and cyber environments. Lesley supports organizations in strengthening governance frameworks, improving operational processes, and implementing standards such as ISO 27001 and ISO 20000. Her approach focuses on practical, outcome-driven solutions that enhance compliance, reduce risk and improve service quality across day-to-day operations.In the episode, Lesley talks about:0:00 Her career journey from IT engineering to cyber leadership3:01 Focus on cyber leadership, governance and management systems4:08 Emphasizing leadership’s role in embedding culture and security4:56 How ISO 27001 provides governance, accountability and decision clarity5:58 The need for pragmatic governance, decision-making and balanced AI adoption7:48 HCS as a managed IT partner offering cyber and advisory services9:11 Why investment in cyber requires practical testing, not just documentation11:14 Using LinkedIn, peers, events and courses to manage constant industry change12:30 Advice to embrace opportunities, stay open and learn from experienceTo find out more about all the great work happening at HCS, check out the website www.hcs.ie