A global law firm managing complex multi-jurisdictional operations struggled with manual email-to-ticket conversions, fragmented tools, and no centralized configuration management. Myridius delivered a unified ServiceNow platform spanning ITSM, ITOM, and Hardware Asset Management with custom scoped applications, cutting maintenance costs by 50 percent and establishing a centralized CMDB.
Key Outcomes
- 50 percent reduction in maintenance costs.
- Centralized CMDB and real-time portfolio insights.
- Automated service delivery across global operations.
Overview
A global law firm managing complex multi-jurisdictional operations struggled with manual email-to-ticket conversions, multiple non-integrated tools that created data errors, an absence of centralized configuration management, limited hardware asset visibility, and fragmented business processes. These inefficiencies delayed response times, drove unnecessary capital expenditure, and limited visibility into IT assets and service performance. Myridius executed an integrated ServiceNow implementation spanning ITSM processes, the ITOM suite, Hardware Asset Management, and custom scoped applications tailored to legal industry requirements. As a result, the firm established a unified one-stop IT operations platform, achieved a 50 percent reduction in maintenance costs, and gained real-time portfolio insights through a centralized CMDB and Demand Workbench.
Client Context
The client is a global legal services leader managing complex operations across multiple jurisdictions. Its IT organization supports practitioners and staff whose productivity depends on responsive, reliable technology services.
Unified, well-governed IT operations mattered here because manual email tracking and disconnected tools directly slowed response times and created data errors, while limited asset visibility drove avoidable spend. What was at stake operationally was the firm's ability to serve its practice areas efficiently and to make informed decisions about IT investment across a global footprint.
The Challenge
The firm struggled with manual email-to-ticket conversions, multiple non-integrated tools that introduced data errors, an absence of centralized configuration management, limited hardware asset visibility, and fragmented business processes across practice areas.
Consider a typical service request that began as an email. It had to be manually logged, routed across tools that did not share data, and resolved without a reliable view of the underlying configuration items or assets involved. The result was delayed response times, unnecessary capital expenditure on poorly tracked hardware, and limited visibility into service performance across the firm's global practice.
