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Plan-Net Provides Top 10 Law Firm with World-Class IT Support Service

Project Highlights:

  • The international law firm needed to create a world-class IT service equipped to meet and exceed its future demands on a global scale
  • The firm had disparities in its infrastructure, with individual offices across the globe using different hardware and software which was supported locally
  • The inconsistencies and associated costs were seen as an opportunity to streamline service delivery whilst reducing long term costs

Plan-Net Solution

  • Rapid implementation of ITIL aligned Best Practice processes designed to support the strategic aims of the firm within a short time-frame
  • Establishment of a Project Board to ensure a collaborative approach and provide ownership both during and post project implementation
  • A series of workshops introduced the future policies and processes and the effectiveness of best practices, while collecting information to understand the firm's needs
  • Identification and implementation of a new Service Management software solution and production of a Statement of Requirements which enabled the client to handle SLAs across the time zones
  • Embedding and establishing the processes and procedures and helping to create a culture of change across the organisation thanks to staff education


  • The firm have found themselves able to deliver a far more cost-effective support service across the various sites
  • A culture of change has been embraced, which allows Best Practice to work effectively across the organisation
  • Many benefits related to ITIL were obtained including reduction of repeat calls, integrated centralised processes and true end-to-end ownership of faults
  • With Plan-Net's cost benefit model the organisation has reduced call volumes by 30% and increased first line resolution rate by 40%, with tangible cost savings deriving from a decrease in downtime.

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