THE LAW FIRM SERVICE DESK REPORT

How much have law firms invested in ITIL
Even if your firm has not adopted ITIL in full, no doubt you are aware of the framework. IT leaders want
to introduce good working practices because it means a more cost effective service delivering to a higher
standard. Nearly all firms who responded to the survey have invested in ITIL training and certification.
However, often the ITIL training is at a high level and confined to those in leadership or management
positions. Is this just a box ticking exercise? Or is it simply that this is seen as the best value for money
in order to introduce the concepts and terminology?
What are the benefits of ITIL for law firms?
ITIL provides a common language so that all the IT teams have a
shared understanding of the terms used. One manager reported that
ITIL had introduced a much higher level of professionalism to the team.
ITIL allows managers to harvest and nurture the knowledge within IT. It facilitates a more organised and
more business-like approach.
Supporters argue that ITIL makes sense because it is logical and process-driven. It enables IT to tell the
“ITIL makes sense ... at the
end of the day, best practices
reduce lost billable hours.”
Other benefits reported are:
improved documentation
increased ability to report on a problem
easier to report and understand component failure
enhanced communication
increased professionalism in the team
shared understanding of terminology
business what, when and why. Communication is more open and
flows more easily.
improved change management processes and therefore the service desk is better informed
RETURN ON INVESTMENT (ROI): THE
INTRODUCTION OF BEST PRACTICES
REDUCES LOST BILLABLE HOURS
1 2 3 4 5 6 7 8 9 10 11 12
“As a manager, I feel more
organised and the team has a
more business-like approach.”