Large Software Company Expands Partnership with Milestone to Supercharge ServiceNow IT Service Management Investment
When it was time to leverage a new partner to manage their ServiceNow environment, one of the world’s biggest technology companies looked to Milestone who already successfully provided years of Security and Server Operations support for them. To maximize their ServiceNow IT Service Management (ITSM) investment, they chose Milestone’s Virtual Turnkey Service. They were able to leverage a combination of Engagement Managers, Business Analysts, Project Managers, Developers, and Architects to meet their platform goals.
18 months into their ServiceNow journey, the company’s key goals at transition time included:
- Backlog reduction
- Reduced time to production
- Standardization and simplification of the environment
- Performance improvements
- Strategic direction and roadmap planning
Implementation
Within the first several days of the engagement, Milestone and the enterprise client partnered to quickly devise a boot camp approach to come up to speed on the as-is environment and existing backlog. From there, Milestone was able to craft a 30/60/90-day plan focusing on near-term tactical and longer-term strategic actions. Service Level Agreements (SLAs) were established for the service and a regular reporting and business review cycle were implemented.
Results
Within the first month of working with Milestone, internal teams provided feedback about how much time was now being saved when implementing items from the backlog. Beyond drastically reducing the backlog, Milestone has helped the company to increase the performance of the ServiceNow ITSM platform by more than 700% through standardization, simplification, and the removal of unnecessary customizations.
Milestone has also been able to utilize Business Analysts and Project Managers in partnership with Developers to expand the platform footprint and onboard several new (IT and non-IT) groups to the platform while retiring legacy tools and processes.
Since engaging the Milestone team, Milestone has been able to provide best practices and strategic direction to increase efficiency and ensure long-term success. They’ve also helped the company understand and improve internal business processes such as their Agile/Scrum methodology.
“Milestone plays an integral role in our organization and now runs our ServiceNow environment. We chose to work with them for its best practice expertise and valuable strategic direction. They have helped us to make things more efficient – more process-focused and we’ve been able to maximize scalability and more easily enable future expansion of the ServiceNow platform.”
