eBook: A Practical Guide to ITIL Adoption

The journey to adopt Information Technology Infrastructure Library (ITIL) can have many challenges along the way. Check out our eBook that explores the top 15 mistakes people make on the road to ITIL success.

Strategy & Planning

IT Service Management is about aligning the delivery of services with the defined needs of the business as efficiently and effectively as possible. Milestone works with our clients to do just that by providing:

  • Service Management Assessment with Strategy & Roadmap Development
  • Service Management Program Audit
  • Service Management Tool Assessment, Requirements Definition and Selection.

ServiceNow Readiness Services

Too many engagements start with an assumption that requirements are well-defined and business processes are adapted to the capabilities of ServiceNow. This assumption can jeopardize an implementation before it even begins.

Milestone offers a customized readiness service to help organizations unlock the power of ServiceNow and minimize development cycles. These all flow seamlessly to ensure a flawless ServiceNow IT Service Management (ITSM).

Our experts guide you through each step in the life-cycle:

  • Process Baseline
  • Process Design
  • Configuration Management Database (CMDB) Architecture.
  • Requirements
  • Implementation Plan & Roadmap

Our clients love our attention to detail and superior level of service. It is why Milestone retains over 90% of our clients for other projects.

Service Now Readiness Services

ServiceNow Implementation

A rigorous implementation approach and methodology are critical to the long-term health and ultimate success of your ServiceNow IT Service Management (ITSM) environment. That’s why you need a partner with the right expertise to guide your ServiceNow implementation in such a way that near-term needs are met, but in a best-practice, scalable manner. With more than 100 successful customer implementations on the ServiceNow IT platform, we leverage our in-depth experience and proven implementation approach for ServiceNow that stands alone in the industry.


Work with True ServiceNow IT Service Management (ITSM) Experts

Milestone provides a team of highly trained, highly experienced ServiceNow IT Service Management (ITSM) experts that are focused on a process-first approach to implementation. The Milestone team uses flexible staffing models with 100% full-time employees – we do not sub-contract or use contractor staff. You work directly with a dedicated engagement team to achieve your goals on-time, on-budget and according to your unique needs.

Implement Scalable Business Processes

We have established an innovative, phased approach to ServiceNow IT Service Management (ITSM) and Customer Service Management implementations where the CMDB operates as the core data model. With a CMDB-centric data model, applications you need are rapidly aligned to your unique requirements while staying true to best-practice maintainability and scalability objectives.

Build a Self-Sufficient Team

We enable our customers to be self-sufficient by focusing on knowledge transfer, specialized techniques and training. For example, Milestone’s “quick-item” approach for Service Catalog is designed to allow our clients to expand their catalog autonomously, while adhering to standards and avoiding “catalog sprawl”.

ServiceNow ITSM Case Study

Milestone’s ServiceNow team collaborated closely with us to meet our business requirements. Their team worked alongside us to build a system configured for what we need now and in the future while giving us self-sufficiency to maintain it once the implementation was complete. They were thorough, experienced and have become an important business partner for our organization.

-Troy Holmes, Senior ServiceNow Systems Engineer, Kaiser Permanente Washington

ServiceNow ITSM Kaiser Permanente



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