Top 30 UK law firm Osborne Clarke signs 3-year Managed Service contract with Plan-Net for out of hours IT support


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27-Sep-2018 17:06:01

In my last piece, I talked about Problem Management and how it is often confused with Major Incident management. In fact, while the two are linked, they are very different beasts. However strong your Problem Management, you must be ready for business critical incidents.

International legal practice Osborne Clarke has engaged IT Service Provider Plan-Net to provide its 1,350 staff, including more than 700 lawyers, with full out of hours IT support coverage.

The service will operate week nights, weekends and Bank holidays and will be delivered via Plan-Net 24, the UK’s only legal specialist 24/7 Shared Service Desk. Osborne Clarke has a significant presence across the UK and international offices covering all the major European economies as well as the US and Hong Kong.

The law firm was looking for an enhanced solution in terms of performance and availability of its existing out of hours IT support arrangement and engaged Plan-Net to carry out analysis of its current IT support service and provide a value-added proposal.

Adrian Hiscock, IT Service Manager at Osborne Clarke, explains the decision to choose Plan-Net. “Our ambition as a firm is to continue to grow globally so we needed a quality solution that could grow with us and ensure our users can be productive at all times and all locations. We felt the track record of the firm and its structured engagement with us, which is underpinned by a clear, high-end and formal SLA agreement, will mean our lawyers and staff will benefit from high level customer service and knowledge of legal technology. In addition Plan-Net’s service will closely align to our in-house daytime operation so the end-user experience should be seamless. An added benefit to working with Plan-Net for out of hours support is that it will alleviate the carried over workload on our day-time support team, allowing that service to improve too.”

Plan-Net’s Business Development Director, Richard Forkan, adds: “We are very pleased to be working with Osborne Clarke and are looking forward to delivering high levels of service and continuous improvement to support the law firm and its growth goals.”

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