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Success Story
King & Wood Mallesons: IT services continue to support business experience optimization
Corporate overview
King & Wood Mallesons ("King & Wood") is widely regarded as one of the world's most innovative law firms, offering a distinctive commercial mindset and client experience. As a leading international firm with more than 2,700 lawyers in 29 cities around the world, King & Wood Mallesons provides a unified global platform to help clients understand local challenges, address geographic complexities and deliver competitive business solutions.
Based in Asia, King & Wood Mallesons identifies and unlocks opportunities for its clients, helping them to unlock their full potential in the Asian market. With superior expertise and an extensive network in its core markets, it's committed to bringing Asia to the world and the world to Asia. King & Wood Mallesons has always worked in partnership to serve its clients, not just by meeting their needs but by focusing on ways to achieve their goals.
King & Wood Mallesons continues to push the boundaries of what’s already been achieved, reshaping the legal market while creating a law firm that exceeds client expectations.
Application requirements
Among law firms, where competition is more about professional services and client satisfaction is directly related to the goodwill of the organization, IT is essential to smooth operations as a core back office support department. At King & Wood Mallesons, service experience and efficiency in supporting its community of lawyers is the most critical KPI for the IT team.
In the past, King & Wood Mallesons had a Call Center system and an OA asset management system, but against the backdrop of rapidly growing business needs, IT management still needed to progress in terms of standardization in certain areas.
Firstly, any failure or incident was previously recorded through the Call Center system, but the assets involved were recorded through the OA system, with the remediation process relying on email tracking and approval. This indicated the need for a unified platform to enhance process management efficiency.
Secondly, IT lacked a standard, publishable service catalog, so users often contacted the service desk by phone, taking up more resources.
Thirdly, IT operations and maintenance are scattered in many locations, making it difficult for the IT department to supervise and quantify the indicators related to operations and maintenance, and the efficiency of mobilizing local resources needed to be improved. In addition, data is scattered and difficult to extract and analyze, presenting a major problem.
In view of this, upgrading to a system aligned with the ITIL framework could help improve users' IT service experience and enhance IT management efficiency.
The solution
In King & Wood Mallesons' view, ITSM is a fundamental platform that extends from IT management and service support to finance, HR and business-critical knowledge management processes. Its core qualities coincide with the focus of King & Wood Mallesons' digital practice on how to better serve internal and external customers.
As part of its efforts to establish unified IT operations and maintenance processes and standards, King & Wood Mallesons chose Ivanti as a partner to implement and enforce standardized IT service management processes, including incident management, service requests, change management, knowledge management, asset management and more. The new system enables a unified IT service collaboration mechanism, with the platform sharing a complete, centralized set of data and supporting the continuous improvement of service quality and efficiency.
The new IT self-service portal effectively enhances IT service access and transparency and improves the overall user experience. In terms of tracking business decomposition indicators (which indicate the effectiveness of IT systems), more than 80% of service reports can be automatically obtained from the platform, reducing management costs. The user self-service portal can cover 60% of service requests, improving customer experience and perceptions.
From project planning to launch and subsequent use, the Ivanti team worked closely with King & Wood Mallesons, helping to implement product and technical application practices that applied to business scenarios of core concern to the firm, and constantly exploring and tapping into the potential of the platform. For example, during COVID-19, the team relied on the ITSM platform to build five automated processes with services supporting important scenarios involving remote access application permission allocation and short-term power withdrawal applications, greatly enhancing the efficiency and experience of the business line. King & Wood Mallesons has put a dozen automated employee self-help processes online, and a number of new automated processes and product solutions are in development.
Application benefits
In terms of service support, King & Wood Mallesons has implemented a hierarchy of services through the Ivanti platform, ensuring that resources are prioritized to address critical, high-demand scenarios first. At the same time, it provides an online intelligent Q&A platform for users to use for high-recurrence basic support issues, leading to direct problem solving. It also supports knowledge capture of a many "first-of-its-kind" in the legal industry cases completed by King & Wood Mallesons, removing any sensitive data before using a guidance methodology and hands-on reference manual.
The IT team can now provide clear guidance on how many requests each operator and customer service agent has handled, where incidents are located, whether they occur at the hardware or software level and whether they are usage issues or system issues. A range of ITSM framework elements, including inventory management, incident management and problem management, have been used by King & Wood Mallesons and are continually being improved.
For example, the firm has launched more than a dozen new templates to help record tickets alongside service requests, while displaying various information in real time through dashboards. This will help the IT team further improve management efficiency and deliver a better user experience when solutions are launched.
When it comes to knowledge management, King & Wood Mallesons has moved from a fragmented, multifaceted and regionally scattered knowledge base to a holistic, nationally integrated and standardized one, a major improvement that is attributable to the ITSM platform.
Most importantly, a standardized and systematic platform brings a highly consistent user experience, with much higher user satisfaction and more positive feedback. Business line users can participate in the entire process, from request initiation and problem resolution to evaluation after the service is completed.
"Overall, the ITSM platform has made everything easier and more transparent. In the past, we were lacking at the level of escalating some incidents into problems and subsequently forming solutions through some tools and methods. With Ivanti's platform-based solution, there has been a significant improvement."
Cao Guangzheng, CIO, King & Wood Mallesons
In addition, at a time when King & Wood Mallesons' overall business was growing rapidly, Ivanti's ITSM platform allowed the firm to maintain the same IT support staffing as two years before while supporting up to 600 new users without increasing staffing investment, resulting in significant direct and indirect cost savings.
Ivanti’s ITSM platform is the backbone of King & Wood Mallesons' digitization efforts, forming a positive loop in which IT services continuously support business experience optimization.
Note: A customer’s results are specific to its total environment/experience, of which Ivanti is a part. Individual results may vary based on each customer’s unique environment.