Veale Wasbrough Vizards (VWV) is a full-service commercial law firm that provides legal services to businesses, including those operating in sectors such as Aerospace and Defence, Healthcare, Charities, Energy and Utilities, Education, Pharmaceutical and Life Sciences, Family-owned Businesses, Public, Recruitment, Starts Ups, Technology and Private Wealth.
The firm also provides a dedicated service to private individuals for s Personal Injury, Private Client and Residential Conveyancing. The IT department supports approximately 450 users across four locations in London, Watford, Bristol and Birmingham. VWV has been a client of Help Desk Technology Corporation since 2007 and uses ServicePRO for Help Desk Ticketing.
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VWV’s main challenge is providing support to ~450 users with a team of eight IT staff, which includes three Developers, three IT Support Technicians and two Infrastructure Administrators.
VWV makes use of the ServicePRO Self-Service Web Portal, allowing users to submit requests online. The firm also processes incoming help desk emails with ServicePRO, automatically creating a request.
By allowing users to submit requests without directly contacting an IT Support Technician, VWV is able to increase efficiency and prevent tying up their IT personnel unnecessarily, allowing them to focus on problem resolution.
VWV’s main challenge is providing support to ~450 users with a team of eight IT staff, which includes three Developers, three IT Support Technicians and two Infrastructure Administrators. The IT department is responsible for supporting internally developed software, as well as products like Microsoft Office and hardware at each site, such as workstations, phones, and printers.
VWV makes use of the Self-Service Web Portal, allowing users to submit requests online. The firm also processes incoming help desk emails with ServicePRO, automatically creating a request. Using automation features available in ServicePRO, all incoming requests are automatically sent to IT first line support where the request is handled by one of three IT Support Technicians, who are notified of the request via email. If first line support cannot address the issue, they then forward the request to the Development or Infrastructure team. Once the request has been passed, the relevant team is then sent an email notification of the escalation so they may address it immediately. In the outlying cases where users request support by phone or in-person, the request can easily be submitted on their behalf from within ServicePRO, at which point the normal chain of automation and alerts will take place.
By allowing users to submit requests without directly contacting an IT Support Technician, VWV is able to increase efficiency and prevent tying up their IT personnel unnecessarily, allowing them to focus on problem resolution. In the event of direct contact, support can still manually log requests for the user, preventing undocumented work and support from becoming an issue. Utilizing ServicePRO automation features, VWV can provide a timely response by IT support and also ensure full situational awareness through immediate email notification. “The benefits to the firm is that they get an efficient and timely response to their IT service request, within SLA. We concentrate our resource where it is needed in terms of specific software/hardware or office location.” – James Lipiec, Systems Developer, Veale Wasbrough Vizards. VWV makes use of categories in ServicePRO to track requests relating to specific hardware or software. This allows the IT team to use ServicePRO’s data analysis features to build reports and charts, giving insight into areas where support is most often requested. This way, the IT team can focus their resources in those areas, and fix root problems by upgrading software, contacting vendors for solutions or upgrading hardware. The same data analysis features are used to track support incidents by location.
