Client Snapshot:
- International law firm with ~1,000 lawyers
- Offices in Canada, the UK, and South Africa
- Expertise in corporate law, litigation, and compliance
The Challenges
The firm’s IT services were fragmented and inconsistent, with no centralized way to manage incidents and requests. They needed:
- A unified ITSM platform
- Tailored workflows for diverse roles
- A consistent and scalable end-user experience
The Solution
Coreio partnered with the client to design and implement a robust, scalable ServiceNow ITSM solution. The engagement included:
- Platform Optimization: Leveraging ServiceNow’s ITSM suite with Universal Request, Virtual Agent, Microsoft Teams integration, and core ITSM modules (Incidents, Requests, Knowledge Management).
- Tailored Workflows: Built around user personas and business processes to improve efficiency and relevance.
- Hands-On Enablement: Provided structured training and ongoing support to ensure adoption and long-term success.
Key Outcomes
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Centralized Service Operations - One platform for all service needs
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User-Centric Workflow - Faster resolution times & better user alignment
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Scalability & Maintenance - Future-ready for ITSM expansion
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Improved User Experience - Consistence support across organization