Jill LeFevre, Author at Milestone Technologies

Agentic AI in ServiceNow: A Roadmap to Autonomous ITSM Workflows

Jill LeFevre (Sr. Director, ServiceNow Practice) As we enter 2026, the digital ecosystem is evolving continuously. Though AI has remained a buzzword for several years, its real transformative power is now getting released through a new model – Agentic AI. For...

March 18, 2026

Scale Customer Support Without Scaling Headcount — Milestone’s CSM Playbook for 2026

ServiceNow

Scale Customer Support Without Scaling Headcount — Milestone’s CSM Playbook for 2026

Jill LeFevre Sr. Director, ServiceNow Practice In most enterprise support organizations, the pressure is the same: “Improve customer experience, cut response times, and reduce cost-to-serve” without adding headcount. Many teams are already experimenting with AI-assisted routing and agent copilots, yet...

March 9, 2026

Author: Jill LeFevre

Agentic AI in ServiceNow: A Roadmap to Autonomous ITSM Workflows

Scale Customer Support Without Scaling Headcount — Milestone’s CSM Playbook for 2026

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