{"id":499510,"date":"2018-05-21T14:23:27","date_gmt":"2018-05-21T12:23:27","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/top-10-law-firm-unifies-facilities-management-worldwide\/"},"modified":"2018-05-21T14:23:27","modified_gmt":"2018-05-21T12:23:27","slug":"top-10-law-firm-unifies-facilities-management-worldwide","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/be\/success-story\/top-10-law-firm-unifies-facilities-management-worldwide\/","title":{"rendered":"Top 10 law firm unifies facilities management worldwide"},"content":{"rendered":"

This award-winning, multinational law firm is headquartered in London with offices in 31 countries and a staff of 5,000. A member of the UK\u2019s Magic Circle of leading law firms, it boasts unrivalled global reach with local depth, advising corporations, financial institutions, and governments across the world.<\/p>\n

Main challenges<\/h2>\n

Unify operations across countries<\/strong><\/p>\n

The firm was using a proprietary facilities management application internationally. With much of the work done manually using MS Excel for some tasks, this tool lacked functionality in areas such as tracking centrally the replacement of equipment, servicing of the air-conditioning or lifts, booking desk moves or reporting spillage. Equally, there was no way of tracking costs of facilities management or whether service levels met agreed targets.<\/p>\n

The IT Director at the firm, said: \u201cThe most serious effect of this shortcoming was lack of prioritisation, which had come to the attention of the business managers. The facilities employees were overworked. Reports on all queries were manual, which often meant information was incomplete and late.\u201d<\/p><\/blockquote>\n

As an existing user of ServiceNow for incident, problem and change management, the client wanted to take advantage of the ServiceNow platform\u2019s more powerful capability. They asked ServiceNow to recommend a partner to assist them. ServiceNow referred the client to Devoteam for a number of compelling reasons, including Devoteam\u2019s international operation in 20 countries with 700+ ITSM consultants, breadth of technology experience in aligning IT infrastructure with business needs, its development methodology, and its excellent track record as the leading ServiceNow partner in the Legal sector with three customers in the top ten law firms.<\/p>\n

What did we solve?<\/h2>\n

Eliminate operational inefficiencies<\/strong><\/p>\n

Devoteam liaised with key IT stakeholders and business services personnel at the client to analyse the requirement in a two-day workshop and create a solution roadmap. As the customer is experiencing significant change through global expansion \u2013 with an agile IT required to respond to demands anytime, anywhere \u2013 Devoteam decided that its RAPID method, a flexible eight-stage approach for the deployment of ServiceNow modules, would be the best fit for implementation.<\/p>\n

RAPID is a product of the Devoteam ServiceNow Centre of Excellence, which has evolved from over 20 years\u2019 experience in the ITSM industry across 17 countries. The approach is based on agile and scrum methods, providing best practice principles through a series of weekly sprints, utilising ServiceNow\u2019s out-of-the-box functionality. Devoteam modified the out-of-the-box ServiceNow product, configured the data categories, the facilities catalogue, created a self-service form to log and assign facilities requests. The application would now set up reports and assign report cards to field engineers \u2013 a big step in creating efficiency.<\/p>\n

Furthermore, Devoteam deployed ServiceNow\u2019s Software Life Cycle (SDLC) Plugin to manage the project and document the configuration changes, leaving the client with a live repository to measure Devoteam\u2019s progress and capture any stories for future development phases. Devoteam\u2019s stress on automation and customer enablement ensure change through the full life cycle of an application within the business is properly managed.<\/p>\n

Drawing on Devoteam\u2019s experience of facilities management and ability to collaborate with different business units, the new system was successfully implemented in the summer of 2015.<\/p>\n

The IT Director spoke of the outcome: \u201cWe like the work Devoteam did for us. They showed total understanding of our needs and not only did they give us what we asked for, but they also delivered our facilities application on time with a transfer of knowledge to our in-house team, including training of our users in London, Belfast and Spain. This showed great flexibility.\u201d<\/p><\/blockquote>\n

Main benefits<\/h2>\n

Effective maintenance enhances the business<\/strong><\/p>\n

The firm seeks further competitive advantage with its ability to track facilities issues globally using a single system of information. Looking ahead, they can aim to move from reacting to problems to anticipating issues based on knowledge held on the new facilities system. Benefits include:<\/p>\n