The Milestone team is gearing up for the ServiceNow Knowledge conference.  We’re excited to once again sponsor the conference. For over a decade, we have worked closely with ServiceNow and are proud to be designated a ServiceNow Elite Partner. As an IT Service Management consulting organization, our vision is to enable our clients to harness the power of their ServiceNow investment. We support clients across the platform including ITSM, ITOM, CSM, SecOps, GRC, and more.

ServiceNow Knowledge is a premier event that brings together thousands of ServiceNow experts to become more skilled at delivering ServiceNow solutions, gain industry knowledge and share best practices. 20,000 attendees are expected to take part in the more than 280 educational and technical breakout sessions at this year’s event. You can check out and build your full agenda here.

 We are looking forward to an amazing week of meeting with clients and connecting with new organizations. We’ll have many of our ServiceNow experts at the event. Stop by our booth at the Expo Now on the Knowledge Show Floor to connect with our team. Be sure to enter our raffles for the chance to win awesome technology and electronics swag.

See you there!

Knowledge 2022 recap: How to Improve User Experience and Increase Collaboration

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When I think Utah, I think Arches National Park near Moab, Utah. Just about every summer, I see gorgeous pictures from family and friends who have just visited Moab, and I instantly get jealous of the vistas they have seen.

And to celebrate these western marvels even more—and in honor of ServiceNow’s Utah release—I’m sharing some grand “vistas” of Customer Service Management.

#1 Vista – AI Search for CSM Configurable Workspace

While not quite as cool as ChatGPT just yet, you can now use AI Search for CSM Configurable Workspace. AI Search for CSM gives you access to the ServiceNow platform’s search functionality for:

• Machine Learning
• Natural Language Understanding
• Natural Language Processing

This is a major leap forward in search capabilities and provides great “views” of CSM information.

#2 Vista – Call Me, Baby – Omnichannel Callback

I am sure that if I’m hiking around Arches, I would appreciate it if the travel agency called me back after my adventuring. Fortunately, with Utah’s new Omnichannel Callback functionality, your CSM customers can request an Agent to call them back at a scheduled time (or as soon as possible).

As a customer, I personally love this functionality.  I remember the first time it was offered to me on a customer support phone line, I quickly selected the option and wonder how I every lived without it. Plus, the “callback” functionality lets your customers be more productive and “view” other vistas as they await your agent’s assistance.

#3 Vista – Case Task Can See More Information of Case

Sometimes you hike kind of far into the national park and maybe wander a little off the beaten path to get some personal time with nature and explore more. When this happens, it’s always helpful to have a “view” of the way back to the trailhead.

Thankfully, with the Utah release, we can now see the “spectacular vistas” of Account and Contact from the Customer Service Task.  This makes it much easier to understand who the customer is that we’re performing this customer support task for.

I hope to visit Utah and the Arches National Park again soon. And likewise, I hope these new ServiceNow Utah Customer Service Management features help you and your customer support team see things more clearly for your customers and provide them with “amazing vistas” of customer experience.

Connect with the Milestone team at itsolutions@milestone.tech 

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Wondering if there’s a way to see how others have gained value from ServiceNow? There is!

ServiceNow commissioned Forrester Consulting in a study to uncover the ROI of ServiceNow. One of Milestone’s clients was the featured case used. Forrester interviewed seven ServiceNow customers and the results were astounding.

Read the Total Economic Impact™ of ServiceNow to:

• Learn how customers gained $9.7M of benefits over 3 years through improvements to IT productivity
• Discover how delivering fully automated services increases efficiency and drives a benefit of $3M
• Learn the savings achieved by eliminating service outages
• Find out how to improve end-user productivity and internal customer satisfaction scores

Click below to read the study:

Forrester Study: Total Economic Impact of ServiceNow

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Dondi Beers and Kate Baldwin from our advisory service practice stop by to discuss configuration management database (CMDB) strategy and Road mapping.Stay tuned for more exciting vlogs featuring the latest tips from leading Milestone ServiceNow experts! Sign up to receive notifications when the next vlog is available.

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Welcome back to CMDB Chat!

Remediation of vulnerability items becomes more time-consuming with an immature CMDB, especially if assignment rules cannot be derived from the configuration items. In this CMDB Chat session, Solution Architect Austin Harrison discusses the benefits of a mature, healthy configuration management database (CMDB) in event management in ServiceNow.Robert Dion and Chandan Bhayani from our security operation team join us to discuss how a mature health CMDB is the foundation of vulnerability response.Stay tuned to for more exciting vlogs featuring the latest tips from leading Milestone ServiceNow experts! Sign up to receive notifications when the next vlog is available.

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In an increasingly complex business world, legal teams need robust, efficient tools to streamline operations and improve service delivery.  That’s where Milestone Technologies comes in to revolutionize how legal teams manage their workflow by leveraging the power of ServiceNow^®. We leverage can help you implement solutions for automating tasks, managing documents, and tracking legal requests and matters effectively by harnessing the power of ServiceNow.

The Old Way is Not the Best Way

Legal services have traditionally been mired in paperwork and manual tasks. Routine activities like filing documents, tracking case statuses, and allocating workloads have often been accomplished by keeping up with email threads, cross referencing spreadsheets and documents that live across a variety of hosted resources, leading to inefficiencies and potential errors. ServiceNow’s automation capabilities can dramatically reduce these burdens, enabling your team to focus on what they do best – practicing law.

Give Your Practice a Superior Platform

ServiceNow employs intelligent workflows to automate routine tasks. The platform can assign cases to legal professionals based on their expertise, set reminders for important dates, and even send automated notifications to relevant parties. This powerful functionality reduces the risk of human error, ensures timely task completion, and ultimately leads to better service delivery. This streamlined workflow frees up valuable time, allowing your team to concentrate on more complex, high-value tasks.

Document management is another key area where ServiceNow shines. The platform creates a centralized repository for all your legal documents, making them easily accessible and manageable. You can readily upload, download, or search for specific documents, ensuring that your team spends less time rummaging through stacks of paperwork and more time providing quality legal counsel.

Additionally, ServiceNow offers powerful case-tracking capabilities. With real-time visibility into case statuses, your legal team can proactively manage their workload and make data-driven decisions. This dynamic approach to case management also fosters increased transparency, enabling your clients to stay updated on their case progress.

While ServiceNow is undeniably a platform powerhouse, implementing and managing it requires expertise and an in-depth understanding of your unique legal processes.  As your trusted ServiceNow consultant, Milestone Technologies bridges the gap between your legal team’s needs and the capabilities of ServiceNow.

Milestone Guides the Way

Milestone Technologies will ensure a smooth transition and tangible improvements in service delivery. We understand that each legal team is unique, and we approach each project with a personalized strategy, customizing ServiceNow to suit your specific requirements.

Our experienced consultants will guide you through the implementation process, providing training to ensure your team is comfortable using the new platform. Post-implementation, we offer ongoing support to help you extract the maximum value from ServiceNow.  We’re not just a one-off service provider but your strategic partner, committed to your long-term success.

The benefits of ServiceNow for legal teams are manifold – improved efficiency, streamlined workflows, enhanced document management, and proactive case tracking, to name a few. By partnering with Milestone Technologies, you are choosing a team that will ensure your transition to ServiceNow is seamless and beneficial, leading to better service delivery for your clients. We are here to make your legal services work smarter, not harder.

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Legal service delivery has never been more challenging. Amid the rush of caseloads, document management, and administrative tasks, how can a legal team maintain a high level of efficiency, accuracy, and cost-effectiveness? The answer is simple: ServiceNow and Milestone Technologies. We can guide you toward improved legal service delivery.

Increased Efficiency: Streamlining Operations with ServiceNow

ServiceNow is at the cutting edge of modern legal technology. Its intelligent automation capabilities significantly streamline workflow, transforming how legal teams operate. With ServiceNow, tasks that once took hours are accomplished in minutes, allowing your team to focus on critical activities.

From allocating cases to tracking progress, the platform automates routine tasks, leaving no room for bottlenecks. Furthermore, ServiceNow’s sophisticated data analytics can provide invaluable insights into your operations, helping you identify areas for further efficiency gains.

Improved Accuracy: Fostering Precision in Legal Processes

Accuracy is paramount in legal services. A single mistake can have profound implications. ServiceNow mitigates such risks, offering a robust platform that drives precision in your operations.

Automated workflows reduce the potential for human error, while the platform’s centralized document management system ensures that all your legal documents are easily accessible, searchable, and secure. ServiceNow’s real-time tracking also allows your team to monitor case statuses accurately, enhancing transparency and promoting proactive case management.

Reduced Costs: Achieving Savings with ServiceNow

ServiceNow is not just about operational efficiency and accuracy; it’s about cost savings too. By automating routine tasks, ServiceNow reduces the need for manual intervention, thereby cutting labor costs. Furthermore, its superior document management capabilities eliminate the need for physical storage, saving on space and related expenses.

The platform’s detailed analytics can identify inefficiencies, providing the data-driven insights needed to implement cost-effective solutions. Thus, ServiceNow is a wise investment that can yield substantial returns through reduced operational costs.

Choosing Milestone Technologies: Your Trusted ServiceNow Consultant

While ServiceNow’s benefits are clear, successful implementation demands expertise. That’s where Milestone Technologies comes in. We have a proven track record of helping legal teams leverage the platform’s capabilities.

Milestone Technologies is committed to your success. We take a personalized approach to every project, understanding your unique needs before customizing ServiceNow to meet them. We offer comprehensive training to ensure your team can effectively utilize the platform, and our post-implementation support guarantees that you continually derive value from your ServiceNow investment.

In summary, ServiceNow’s ability to enhance efficiency, improve accuracy, and reduce costs is an invaluable tool for any legal team. When combined with the expertise of Milestone Technologies, this powerful platform can take your legal service delivery to new heights. Your team, and your clients, deserve nothing less.

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Our first segment, ServiceNow Solutions Architect Kenneth Dowdle examines the differences in IT asset management and configuration management in ServiceNow.In session two, our team expands our discussion to the five benefits of a mature, healthy (CMDB) as it relates to event management improving SLAs and lowering costs.Segment three features Senior Technical Consultant Alan Saunders as he explains the benefits of a mature and healthy CMDB to the change management process.
Finally, our ServiceNow Business Process Consultant, Larry Dial, outlines the benefits of a mature, healthy CMDB for catalog and request management.

Stay tuned for CMDB Chat

Don’t miss more exciting vlogs featuring the latest tips from leading Milestone ServiceNow experts! Sign up to receive notifications when the next vlog is available.

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Common service data model (CSDM) Service Mapping and Lifecycle Stages…Oh my! In this week’s CMDB Chat episode, our experts will take some of the mystery and terror out of implementing the common service data model and highlight some of the tools ServiceNow has added to help.

CSDM implementation doesn’t have to be scary, and you don’t have to boil the ocean to get value. In part one of this vlog, Scott Trumble, Director of Our ServiceNow ITX Practice, will help you get past the initial shock and get started with CSDM, understand the different applications and what to do with them, and how to align your applications to the CSDM.In this segment, we show you how to use Service Builder to create and maintain business definitions, technical services, and offerings.Next, we provide an overview of creating application services, business service maps, and application endpoints, and explain how application services tie into the operational layer and maps can be manual, discovered, or tag based.In our 4^th segment, we address how CMDB Life Cycle Stages and Statuses provide consistent values across applications. ServiceNow Business Process Consultant Larry Dial highlights Life Cycle Status Migration as a guided mechanism to upgrade out of the box and custom status for consistent life cycle stages and lifecycle statuses.Stay tuned for more exciting vlogs featuring the latest tips from leading Milestone ServiceNow experts! Sign up to receive notifications when the next vlog is available.

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