Global law firm accelerates enterprise program transformation, using ServiceNow


Results

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30 hours/month saved in ITAM data validation & cleanup
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90% reduction in needed model refinement
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Improved process visibility

 

THE CLIENT

Transforming legal services with technology

This leading international law firm serves clients ranging from startups to Fortune 500 companies across industry sectors. With over 1,000 attorneys and growing, the client aims to provide premium legal counsel informed by technology and analytics. The firm sees enterprise program transformation as essential to delivering efficient, data-driven services to clients worldwide

“The data’s better. It’s aligned in a single place. We have transparency and more visibility into how work’s getting done and the processes that we need to optimize.”

– Chief Information Officer

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THE JOURNEY

From disjointed systems to unified service delivery

To better serve clients in today’s fast-paced business environment, the law firm knew it needed to modernize its approach to IT services. The firm’s systems had become fragmented over time, leading to inefficient manual processes that slowed service delivery. They saw ServiceNow as the platform to connect workflows, improve visibility, and enhance the employee and client experience. However, the firm needed guidance to harness ServiceNow’s full potential.

Moving on from their initial ServiceNow partner, the firm found in Ondaro a partner with expertise to methodically transform service delivery across the enterprise. Beginning with foundational incident and change management, Ondaro helped the firm standardize and automate key IT workflows. The partnership then expanded ServiceNow usage to IT asset management, Agile development, and beyond. With Ondaro’s counsel, the firm thoughtfully pursued 5 simultaneous workstreams based on business priorities.

Throughout the journey, Ondaro has focused on changing how the firm’s people work, not just implementing technology. With improved transparency and process consistency, the law firm has increased productivity and collaboration. By working hand-in-hand with Ondaro experts who understand their goals, the firm has been able to realize the full benefits of its ServiceNow investment.

 

THE PARTNER EXPERIENCE

Driving change through trusted collaboration

At each stage of the law firm’s ServiceNow roadmap, Ondaro has emphasized enablement over just execution. Ondaro’s advisors actively listen to understand the client’s business needs and desired outcomes. Rather than taking a one-size-fits-all implementation approach, Ondaro tailors solutions to drive real impact. The spirit of partnership cultivated through the engagement has been critical to success.

Ondaro’s commitment to knowledge transfer has allowed the firm to maximize the value of its Now Platform. With Ondaro guiding the journey, the client has developed greater internal expertise to support ServiceNow capabilities. The firm knows it has a partner invested in its transformation not just today, but also in the future. By working collaboratively towards a shared vision, Ondaro and the law firm will continue to evolve ServiceNow usage and unlock new opportunities to better serve clients.

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“[Ondaro] is a true partner. They get what I care about, which is my people and my teams. . . It’s one of the most important partnerships we have.”

 

Chief Information Officer

 

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