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

About this episode

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 implementations

2:25 Helping Army and Air Force modernize projects and assets

3:39 Why successful implementations require leadership, change management and clear goals

5:41 Advice to create internal champions by using the platform from day one

7:28 Why empathetic leadership builds stronger teams and lasting professional relationships

11:06 Successful AI adoption depends on people, training and change management

14:24 Her advice to believe in yourself and build a career that helps others

17:19 Great leaders inspire others through empathy, learning and knowledge sharing

19:50 Finding work/life balance to prioritize family, time and life’s moments

23:14 Excitement for ServiceNow growth, leadership and future opportunities