ServiceNow Series E154: Shannon Chapman, Director of IT Service Delivery at Norwegian Cruise Line Holdings Ltd.

Today's guest is Shannon Chapman, Director of IT Service Delivery at Norwegian Cruise Line Holdings Ltd. Founded in 1966, Norwegian Cruise Line has been the premier innovator in the cruise line industry for nearly 60 years. They were the first to eliminate set dining times and provide guests with the freedom to cruise on their timetable to over 450 incredible destinations around the world. In the coming years, Norwegian’s commitment to innovation will continue to raise the bar for the cruise industry.

Shannon leads their ServiceNow team to enable delivery of IT Services to end-users. She partners with business owners and IT service owners to implement automation and achieve overall labor cost-savings, along with improving the user experience. Shannon and her team manages the end-to-end development lifecycle and leads the creation, implementation and streamlining of IT Service Management processes. She also leads delivery of ServiceNow development along with overall platform manageability including upgrades.

In this episode, Shannon will discuss:

Her background and ServiceNow journey to date,

Her current work in prioritizing ServiceNow enhancements for NCLH,

Boosting ServiceNow adoption with personalized work anniversary celebrations,

Enhancing the workplace experience by streamlining hardware asset management for efficiency,

Automating credit card merchant tracking to significantly reduce processing time,

How the automated test framework cuts testing time & streamlines ServiceNow upgrades,

Her key advice for a successful platform implementation