This company is a multinational Silicon Valley-based technology company. It was using a customized legacy ITSM platform to manage critical workflows in its data center. Years of ad hoc changes led to ineffective reporting and poor visibility of service performance, resulting in the client’s inability to understand their global data center environment’s operational health.
The client engaged Milestone to implement a solution capable of providing actionable operational data while integrating with existing legacy workflows. Milestone’s ServiceNow-based solution replaced the legacy systems for all data center engineers through an automated data transfer. ServiceNow provided a platform that enabled analytic reporting. Using ServiceNow data to identify and address root causes, Milestone worked with the client to develop a proactive analysis strategy that increased the visibility of task resolution efficiency and operational hotspots.
Using a data-driven platform aligned to their business requirements, the client can make strategic decisions to improve service quality and increase overall visibility into their data center operations. The client can now focus on service improvement, prototyping of new services, and continual improvement programs.