We’ve spent the last couple of months exploring some of issues of concern to IT functions in the legal sector. Here are some of them:
Legal firms are very acquisitive, and usually expand through mergers or wholesale onboarding of another firms’ sector practice. This means that large cohorts of devices, networks, associated data and systems often need to be incorporated, merged, or at least coherently managed.
The lack of availability of a service or source of information can vary from the trivial/inconvenient, through to reputationally harmful and up to being critically damaging to the legal firm.
The move towards the cloud-like service provision is especially complex for legal IT service leaders: clients often mandate the collaborative systems to use, and have their own policies for data location, collaboration and access.
IT (especially the helpdesk) are often seen as a necessary evil, and not particularly helpful in resolving an IT issue. This is a painful fact to IT support managers, who may be incentivised through a bonus scheme based on their user feedback ratings (‘Net Promoter Scores’)… Of course, there is a counterargument: if the IT ticket raised by the managing partner simply says “Internet seems to be slow” then the user should not expect a particularly quick fix, notwithstanding their seniority or the importance of access to the required resource.
Legal firms are by nature risk-averse and are not often the adopters of leading-edge innovation. This seems to be generally true for associated IT functions in the legal firms, even when the technology, practice or service has been proven in other sectors.
In the last two months, we interviewed twenty three senior men and women responsible for IT service provision to some of the largest and most well-regarded legal practices. Our approach was based on their providing simple feedback to the products and services we socialised on the following page: Innovation for Legal IT
In virtually all cases, we received positive interest and follow up requests for nexthink – user-centric IT analytics: many scenarios were shared with us in which nexthink would be useful, ranging from the readiness of the IT infrastructure to cope with a Windows 10 upgrade, the reduction in use of expensive second and third line resources, reduced helpdesk tickets and reduction in resolution times, and reducing the chance of compliancy breaches.
Most often spoken about was the transformation of IT support from reactive to proactive in nature, and the potential for improved Net Promoter Scores and a correspondingly healthy bank balance.
Take a look at this nine minute video from Nexthink and tell us what you think!