Learn how e-Core helped the legal firm enhance efficiency and lower costs with a seamless transition to a new ITSM platform
The Client
MG+M The Law Firm (MG+M) is a national litigation and trial firm that provides coordinated, coast-to-coast services for corporate clients in high-stakes matters. The firm offers national coverage through offices in 16 cities across the United States and a vast local counsel network that can rapidly respond to litigation demands in all levels of court, anywhere in the country.
The challenge
MG+M The Law Firm’s service desk team was having a bad experience with their ticketing system. They encountered difficulties in communicating with users, managing ticket triage queues, generating effective reports, and pulling ticket metrics from the system. The platform also lacked the necessary flexibility for customization to match their needs.
These problems impacted daily operations and customer satisfaction. For instance, when lawyers from specific offices requested features or a particular setup for conference rooms, they had no visibility into the status of their requests. Because the customer form was not user-friendly, it was also difficult for lawyers to get help with common issues such as email and password problems, installing new software and apps on laptops, or accessing files and documents.
Additionally, MG+M lacked an effective alert system for support outside of business hours, resulting in a few unanswered tickets. The service desk team also struggled to generate reports and track data on vulnerabilities in real time, leading to extra work to ensure security. “We wanted a product that we could easily learn and manage without having to rely on consultancy firms,” says Natasha Baker, Manager of Service Management & Education at MG+M.
In search of a more robust and cost-effective solution, MG+M reached out to e-Core to explore Jira Service Management (JSM) as a potential solution.
Our Work
The Results
Strategic ITSM solution design: We crafted a tailored ITSM framework aligned with MG+M’s business goals, focusing on enhancing operational efficiency, flexibility, and data protection. The solution included:
- Implementation of Jira Service Management, Confluence, and Atlassian Access with premium licenses for 15 users
- Integration of Insight for asset management
- Setup of OpsGenie for on-call schedules and real-time alerts
- Deployment of Confluence for a self-service knowledge base
- Okta integration for Single Sign-On (SSO)
- Establishing reporting mechanisms for ticket metrics to improve tracking and performance analysis
- Post-implementation support and training
- 40% reduction in annual expenses with JSM
- Streamlined workflows and better triage and management of help desk tickets, boosting productivity
- Improved alert management with OpsGenie, increasing security and responsiveness to critical issues
- Robust self-service and knowledge base system via Confluence, improving user visibility and autonomy
- Ability to create custom reports and dashboards with EazyBI, ensuring clear executive reports
- Consolidated asset tracking, simplifying support and maintenance
- Improved visibility and effectiveness of services across all offices
- Increased agility, autonomy, and flexibility to customize the tool, empowering the IT team
The solution
We designed a tailored ITSM solution that aligned with MG+M’s business goals, ensuring a smooth transition and laying the foundation for improved efficiency and flexibility in their processes. The entire implementation took only three months.
As a first step, we analyzed the law firm’s pain points and set priorities for improvement based on overall business impact. We then built a solution using JSM, Confluence, Opsgenie and Atlassian Guard (formerly Atlassian Access). This allowed us to introduce ITSM processes and capabilities that MG+M could not incorporate in their legacy solution due to its configuration complexity. “Jira Service Management felt much more like an out-of-the-box solution. I don’t need extensive experience with the product to write reports, generate dashboards, or connect different software,” says Baker.
As Atlassian Platinum partners, we applied our expertise to implement ITSM best practices and customize the tools to MG+M’s business needs, aiming to enhance service delivery across the organization while ensuring flexibility and data safety. The customization included:
- Streamlining incident management: Setting up workflows for efficient incident response, categorization, and prioritization to minimize downtime and improve response times, directly enhancing service reliability and client satisfaction.
- Implementing change management: Implementing change request processes with approval workflows to ensure that all changes are tracked and evaluated for risk, reducing the likelihood of disruptions.
- Designing service request management: Designing user-friendly service request forms and workflows to ensure quick and efficient handling of employee requests, increasing response times and allowing staff to focus on high-value tasks.
- Optimizing knowledge management: Utilizing Confluence to create a centralized knowledge base, making it easy for the team to access and share information, which accelerates problem resolution and promotes consistent service delivery.
- Automating processes: Setting up automation rules to handle repetitive tasks, such as ticket assignments and status updates, to reduce manual workload and increase efficiency.
We supported the end-to-end implementation, ensuring all setups and integrations were functional and advising MG+M’s IT team on managing the tools effectively.
“We had excellent communication with e-Core. It was an intense and methodical process, involving many discussions about the requirements. Their approach was straightforward, and their team was very helpful in understanding our needs. We received excellent project management from e-Core’s side. Their team is knowledgeable, patient, and proactive. It was a huge undertaking, and I’m very happy with the results.”
Natasha Baker
Manager, Service Management & Education at MG+M
The results
With JSM and OpsGenie, MG+M gained a new alert system with real-time notifications sent to the correct people, even outside of business hours, increasing responsiveness to tickets. Security issues can now be easily communicated and rapidly resolved thanks to the integrations. With the addition of the EazyBI app for Jira and Confluence, MG+M can create drag-and-drop custom reports, charts, and dashboard gadgets, ensuring more precise and clear executive reports. Tracking assets and retrieving metrics related to tickets from all the MG+M offices nationwide became effortless.
We also implemented the knowledge base and internal documentation structure on Confluence, significantly enhancing knowledge management across the organization and improving users’ visibility and autonomy over their own requests.
“All of our assets are in a single source, allowing us to protect and fully track our data. We know which laptop model each user has, making support and maintenance easier. We also have better visibility of our offices, which has made our services much more effective with significant cost-reduction,” says Baker. The transition to JSM reduced the law firm’s annual expenses with software licenses by 40%.
With our comprehensive post-implementation consulting assistance, the company can now save even more by managing and implementing changes in its system independently. We provided training to the MG+M team on how to maintain the system, including walkthroughs on asset management, automation management, and service catalog management. “This has a huge impact on productivity, time management, and cost-effectiveness for the business. The user interface is also much better,” says Baker.
