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Saas Provider Uses Milestone ITSM Solution to Monitor WAN Infrastructure Service Performance

The Challenge

This client is a global enterprise SaaS provider based in California. The company used multiple vendors to build out their global WAN infrastructure, but had limited visibility into SLA compliance, change management effectiveness, and overall quality of the services delivered by this collection of network vendors.

Milestone Approach

Milestone integrated two primary systems, an enterprise network management system and a CRM application, with ServiceNow. By integrating the two applications with ServiceNow, Milestone turned alert noise into actionable tasks and eliminated the manual entry of critical Change Management information. Milestone collaborated with the client to design and implement a scalable solution that could track outage durations for WAN circuits and devices, providing clarity for assessing vendors’ service performance.

Results

With the ServiceNow-based ITSM system built by Milestone in place, the client is able to hold vendors accountable for their SLAs. Other long-term benefits include reduced ongoing expenses, greater visibility for root cause analysis, and a reduction in RCA time.

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