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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Preventing Cybersecurity Burnout

Is effective cybersecurity becoming an unattainable task? Watch this Let’s Talk Now podcast with host Dan Onori, Milestone’s Director of ServiceNow Alliances, as he talks about current SecOps topics with Milestone’s ServiceNow Director of Security Practice, Barry Stewart.

Today’s Troubled Cybersecurity Landscape

The unfortunate fact is there is a large degree of “burnout” among today’s cybersecurity experts due to the difficulties in trying to maintain a secure cybersecurity landscape. In this episode of Let’s Talk Now, Barry Stewart explains why many professionals have grown tired of trying to maintain what they perceive as an unattainable task: efficient and effective cybersecurity.

Jump To Video

Milestone’s Process Improvements Help Retain Staff

Barry explains that an underlying problem contributing to burnout is the actual cybersecurity user experience. He notes that inefficient processes put more stress on cybersecurity professionals on a daily basis. Barry goes on to add that the Milestone solution and process work to create a more productive user experience for everyone involved in effective cybersecurity.

“It’s more and more important to make sure that we’re not just empowering our end user to be successful for remediation and provide them with a good user experience but ALSO giving the right tools to cybersecurity teams. Because at the end of the day, that’s going to drive retention, it’s going to make you more successful, and it’s going to allow you to take more ownership and take better control of the environment where everybody’s working towards the same goal.”

Click the links below for more information on Milestone Cybersecurity solutions.

Recommended Downloads

Cybersecurity Best Practice Guide: Effective Communication & Collaboration to Prepare for a Security Breach

Check out our SecOps Content Library

The post Let’s Talk Now: Podcast With Barry Stewart About Cybersecurity Burnout And How To Prevent It. appeared first on Milestone Technologies - IT Services and Digital Solutions.

ServiceNow Tips and Tricks on using  Syntax macros to simplify writing JavaScript in ServiceNow from Milestone’s Scott Trumble, Director of ServiceNow ITX Practice.  

With a couple of keystrokes, you can automatically build common code or header blocks.

Just Type the Keyword followed by a tab.

Vargr -Inserts a standard GlideRecord query for a single value.

Vargror – Inserts a GlideRecord query for two values with an OR condition.

For-  Inserts a standard for loop to iterate an array.

Info – GlideSystem information message.

Method – Inserts a blank JavaScript function template.

Doc – Inserts a comment block for describing a function or a set of parameters.

For Example

Type method and the tab

Now just fill in your details.

But Wait, There’s More!

You can edit the syntax macros or create your own.

Just Go to the System Definition>> Syntax Editor Macros.

As a hardcore advocate for error trapping, I like to add one to create my try-catch blocks.

I have combined them to stub out an entire function.

The post ServiceNow Tips and Tricks Using Syntax Macros to Simplify Writing JavaScript appeared first on Milestone Technologies - IT Services and Digital Solutions.

Kenny has shared with us a few helpful tips that he uses often.

Canceling a transaction

• • Area – whole platform
  • Type – browser URL command
  • <servicenow instance url>/cancel_my_transaction.do
  • What it does is stop a transaction that you have running on the front end. For example, you open a list of records (sys_audit, Syslog, task) that takes an incredible amount of time. Then, you attempt to cancel with the provided on-screen timer that allows you to cancel supposedly. Unfortunately, it does not work or hangs on “canceling.” This will allow you to override and cancel your long-running transaction.

Navigator commands (these are just the most common ones I use; send more later)

• • Area – Navigator
  • Type – Navigator shortcut command
  • Commands:
    • <table name>.filter – allows you to open a list view for a table and only show the filter. I use this for huge tables like task, sys_audit, Syslog, etc.

• • • <table name>.FILTER – does the same as above but opens in a new tab
    • <table name>.do – opens a new record on the table. I use this when I need to circumvent the absence of a New button for a table list.

• • • <table name>.list – opens a table list (everyone pretty much knows this one

Decoding a ServiceNow URL in the script

• • Area – Client-side Scripting
  • Type – Script
  • This is used to decode a ServiceNow URL, which is not necessarily possible by simply using a decoder because it’s encoded twice. Therefore you must decode it twice.
    • For example, you have a URL that looks like this: ‘https://instance.service-now.com/nav_to.do?uri=%2Fsc_req_item_list.do%3Fsysparm_query%3Dcat_item%253D7e4c1e001b90f450bdf62173b24bcb6f%255Estate!%253D3%255EORstate%253DNULL%26sysparm_first_row%3D1%26sysparm_view%3D’
    • If you want to get the cat_item sys_id by parsing the URL, you would not be able to decode the URL simply. Instead, you must double-decode to get the actual value. Initial decoding removes the URL encoding, but you must remove the ServiceNow encoding for the query parameter.
    • Sample script to do this:
      • var url = ‘https://instance.service-now.com/nav_to.do?uri=%2Fsc_req_item_list.do%3Fsysparm_query%3Dcat_item%253D7e4c1e001b90f450bdf62173b24bcb6f%255Estate!%253D3%255EORstate%253DNULL%26sysparm_first_row%3D1%26sysparm_view%3D’;
      • var urlx = decodeURIComponent(url);
      • gs.info(decodeURIComponent(urlx));
    • Now you have a clean URL for which you can parse the parameters and get the value you need

Keyboard Shortcut for javascript on-screen execution tool

• • • Area – Internal SN UI (not portal)
    • Type – Keyboard shortcut
    • I use this to test certain client-side code or to manipulate forms for debugging.
    • Shortcut – ctrl+shift+j
    • This is great for using  in list views and form views

Getting all values of a GlideRecord in a server-side script:

• Area – Server-side scripting
• Type – Script
• Purpose: When you need to pull all values from a GlideRecord into a client script or some other place that doesn’t have access to a dot-walk. This can be used in many scenarios.
• Script:
  • //get all values of a GlideRecord
  • var gr = new GlideRecord(‘<table>’);
  • gr.get(‘<sys_id>’);
  • for (var i in gr) {
  •   gs.info(i + ‘:’ + gr[i]);
  • }

The post ServiceNow Tips and Tricks from Commands to Scripts appeared first on Milestone Technologies - IT Services and Digital Solutions.

In honor of Military Appreciation Month, we highlight some Milestone colleagues who have served in the Military in our Employee Spotlight!

Meet Patrick Montgomery, Milestone ServiceNow System Administrator.

Military Branch: United States Air Force

Years active: 2013 through 2021.

Rank: Captain.

Why you chose to serve: I grew up near an Air Force base and was always fascinated by airplanes. My grandfather’s service also inspired me in the Air Force.

Fun fact: Although I was in the Air Force, the two career fields I served in were Cyberspace Operations and Nuclear Missile Operations, the former on the ground and the latter underneath.

Meet Richard Sudlow, Milestone ServiceNow Technical Consultant

Military Branch: Air Force

Years active: 10

Rank: TSgt (E6)

Why you choose to serve: Education, new experiences, seeing new places.

Meet Aaron Stacken, Milestone System Administrator

Military Branch: Navy

Years active: 6

Rank: E5

Why did you choose to serve: I didn’t want to be wasting thousands of dollars in college on general courses that had nothing to do with my future career. I wanted to be earning experience and money sooner. I also knew joining the Navy would be quite an adventure.

Thank you to all our veterans and active-duty military for their service to our country. Thanks to their family and friends as well for the sacrifices they make. This upcoming Memorial Day and every day, we appreciate all the great deeds and sacrifices done to grant us a chance to enjoy freedom. Thank you to each and every veteran that has proudly served our country.

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In honor of Asian American and Pacific Islander Heritage Month, we spotlight one of our exceptional Asian American female leaders, Nicole Bailey! Learn more about Nicole in the employee spotlight below!

What is your role at Milestone?

Senior Marketing Manager. My role at Milestone has changed immensely in the almost 7 years I have been here. I have worn many hats on the marketing team, from content writing, webinars, and the number of continuous and various projects that have come our way. However, the primary focus has been corporate branding on social media and consistently executing amazing and memorable events.

What has been the most significant influence in your life?

My failures have been the biggest and most profound influences in my life. In those crushing moments, there were hard and truthful lessons I faced, and yet the most important pieces continued to be how do I rebound to do better the next time? Falling down happens and is to be expected, but getting up, dusting yourself off, and showing up the next day with a great attitude, THAT’S where growth happens.

What is something people would be surprised to know about you?

I used to model and do TV commercials when I was young.

What is the greatest lesson you’ve learned in business?

To listen more and talk less. Everyone has a story. Everyone has information. In the moments of talking less, it allows us to truly process and digest the other person’s thoughts and feelings with true intention. Great talkers are everywhere; great leaders see opportunity in everything, but great listeners are few and far between. In the words of Benjamin Franklin, “Speak little, do much.”

What has been your biggest challenge?

That I don’t have to do it all. There is a balance. Sometimes stepping away from one to give more to another is OK and healthy, both physically and mentally.

What has been your greatest accomplishment?

Without a doubt, my family. They are the backbone of who I am. I am constantly learning from them, trying to emulate their patience and kindness, and living every day hoping they realize they have been my greatest inspiration to do better continually.

If you could share a meal with 3 people in history, who would they be and why?

Ruth Bader Ginsburg– She was a trailblazer that didn’t know what a roadblock was. She could see them, yet figured out a different way to get to where she knew she needed to be. She focused on the the importance of the cause in the most fair and respectful way to honor those that were affected.

Princess Diana-I always admired that she did as much as she could to raise her children in the most normal life. She raised them to be able to see what the real world looked and lived like. That no matter how you were born, you always deserve to be treated with respect and dignity, and kindness.

My grandmother– Although not a historical figure, she is a monumental figure in my life. I wish I could have one last conversation with her. The stories I know would be the same, but how I hear them today would be much different. She was the wisest woman I knew and could make something special out of every day.

What is your favorite inspirational quote?

“If you concentrate on finding whatever is good in every situation, you will discover that your life will suddenly be filled with gratitude, a feeling that nurtures the soul.” — Rabbi Harold Kushner

The post Employee Spotlight: Celebrating Asian American and Pacific Islander Heritage Month appeared first on Milestone Technologies - IT Services and Digital Solutions.

Thank you so much for attending Knowledge 2022!  We hope you enjoyed it as much as we did and learned How Milestone Improved User Experience and Increased Collaboration Across Multiple Business Units.

During Milestone’s session, Scott Robinson, Director of Pre-Sales and Solution Consulting interviewed Amber Robertson, IT PMO Manager of Corporate and Enterprise Applications at Blizzard Entertainment US.

Milestone’s ServiceNow experts consolidated Activision, Blizzard, and King into a single enterprise ServiceNow instance that enabled them to consolidate their ticketing process for IT, HR, Legal, and other services. By offering a unified approach for ticketing across the business, they made servicing tools globally accessible to employees, players, and customers.

Be sure to like and follow our LinkedIn page to find out who the Knowledge 2022 three lucky winners are of our prizes!

The drawing will be announced on Tuesday, May 17^th!

In addition, be sure to keep checking back for the latest Milestone news, podcasts, resources, tips, tricks, and more!

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