Automated self-help, remote assistance
and new software tools save costs while
achieving improved support for any
size business.

MILESTONE is an IT infrastructure life-cycle company. We support IT systems, computing platforms and technology by solving business problems over the life of IT infrastructure. Small, medium and large companies all have one business problem in common. All companies need to provide IT support for their end-users.

Senior IT professionals know they must provide this support while reducing cost, reducing ticket volumes, increasing up-time and continually improving processes. MILESTONE has the experience of working within many medium and large-sized enterprise companies providing the day-to-day support for our client’s systems and users. We have lived the pressure of maintaining highly efficient results and providing great end-user experiences.

We solve business problems with technology. MILESTONE is a leader, helping companies of all sizes apply remote delivery of assisted self-help solutions for IT problems that once required an on-site technician. This trend is helping clients drive down their IT support costs while improving service delivery for end-users.

By combining remote incident management with specialized on-site technical support and the best fitting software tools that specific clients need, MILESTONE clients can improve support while decreasing cost.

Global continuity, universal performance
metrics and peace of mind

MILESTONE is a global leader providing remote and on-site managed IT support services. Many of our Manage IT^SM clients are industry leaders in their technologies and have a presence worldwide. These clients require global continuity, universal performance metrics and peace of mind from the day-to-day business of supporting end-users. While the MILESTONE service delivery model is applied worldwide, all clients benefit because our model is transferable to any sized company.

Our service methodology is framed upon the ITIL Service Management principles. However, the MILESTONE methodology is unique and, like our other IT life-cycle support services, is designed to solve business problems.

A. Level Zero (L-0)

This is a MILESTONE Innovation. MILESTONE support at L-0 is user enablement activity. Knowledge Base and Service Catalog solutions are put in place to be engaged by end-users. When a user applies self-help, they eliminate the need for a ticket at service level 1 (L-1). L-0 is an IT management strategy that eliminates tickets before they are L-1 problems.

B. Level One (L-1)

IT support at L-1 is service-desk that is delivered online, by chat or on the web. MILESTONE is equipped to offer L-1 IT support either from our own internal service-desk operation, based from our Network Operations Center in Fremont, California or with MILESTONE service personnel at a client-site call-center.

C. Level Two (L-2)

Traditional IT service support at L-2 is desktop support. Some desktop problems are solved remotely. Other solutions need to be delivered on-site at client facilities. MILESTONE on-site support goes beyond the end-user desktop. We have developed specialized IT infrastructure support programs to take care of a wide variety of client IT needs.

Break/fix of both PC and Macs
Inventory Control
Equipment Procurement
Incident Response Center
Network Operations Center
Printer Management
Video Conferencing
Technical Writing

D. Level Three (L-3)

Our L-3 System Administration and complex troubleshooting are support services that are normally rendered on-site.

Regardless of the level of Manage IT^SM support MILESTONE contracts with our clients, our goal is always to be in partnership, solving client problems. We measure our results by how well we solve client problems.

Clear objectives. Measured for success.
Managed for results.

Increased support.

Keeping users up and operating means that companies are optimizing employee productivity. The sooner an IT ticket is closed the better for everybody. We are in business to move quickly to solve customer problems.

Delivered remotely to your US-based users, from our facilities.

MILESTONE has a fully operational help desk at our Silicon Valley, California base of network operations. From this US location, we provide remote help desk service for multiple clients in every state in America.

Or, delivered on-site, at your facility.

Many of our larger clients have populations that require on-site service on their own corporate campuses in the United States and abroad. These clients enjoy full service IT support from MILESTONE technicians, delivered from a service desk located on their company’s campus.

Flexible options.

It’s not about just supporting the desktop. MILESTONE has developed managed service programs for video conferencing, network operations centers, call centers, incident response centers, printer operations, mobile computing, procurement and inventory management. We have designed websites, written tech manuals and run books, and have orchestrated complex system administration projects. All as managed service contracts.

Peace of mind.

When MILESTONE is on the job, it means that you don’t need to worry about IT.

Predictable costs.

All MILESTONE managed services contracts are delivered at the agreed upon, predetermined price. This means that the monthly price that you agreed to is the monthly fee that you will be billed. There are no pricing surprises with MILESTONE.

PC, Mac or heterogeneous. It doesn’t matter.

MILESTONE has factory certifications from several major technology equipment manufacturers. See our Alliances page for a complete summary of our industry affiliations.