High IT performance is critical for legal—and accounting team and to help address this core challenge, many IT Leaders are looking to refresh their ITSM tech so that they can benefit from a more agile platform that allows them to adapt with change. Get the InformationWeek report.
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Accounting and legal services depend on high IT performance to keep their businesses profitable. When an endpoint is unusable, connectivity is shot, or a crucial application goes down, accounting and legal knowledge workers are unable to produce for the company. Billables stop, and tempers flare.
Accountants and attorneys are high-performance professionals who not only earn lofty billable rates but also have elevated expectations of internal support. Additionally, the end customers they interact with also tend to have high expectations. Customers in these industries depend on time-sensitive handling of their work and don’t consider slow IT Service Management (ITSM) SLAs an acceptable excuse for tardiness.
IT leaders in legal and accounting are seeking improved data management.
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Expectations are very high for ITSM maturity and service delivery within legal and accounting services firms. Not only are ITSM teams in this vertical called to maintain impeccable SLAs, but they’re also charged with maintaining compliance-ready processes and best practices in security due to the sensitivity of financial and legal data handled by their organization.
Nevertheless, data from InformationWeek’s State of ITSM in Accounting and Legal Services survey shows that the functional maturity of ITSM organizations in this vertical can vary. While firms in these industries are on average more mature than other industries, some still struggle with basic service delivery. And often, these firms rely on lean IT teams, which means they’re called to do more with fewer people.
When questioned about their confidence in the maturity of their ITSM practices, only about 13% of respondents reported that their firm had a very high level of maturity—that is, they believe their department is fully optimized with best-in-class delivery. However, a solid 53% reported that they do have high maturity, based on the fact that they utilize a lot of automation and have many ITSM best practices in place.
With many of these organizations relying on dated ITSM technology or homegrown ticketing systems, many listed a heavy reliance on IT to administer ITSM as a top challenge, along with a lack of automation and integration capabilities. Additionally, a little less than half (49 percent) said they still lack formal intake, prioritization and review processes when it comes to taking on new projects.
All of this paints an alarming picture that makes clear organizations are struggling with ITSM maturity, and this struggle is resulting in a drain on resources, budgets and morale.
There are two major areas, in particular, that the study highlights where organizations say they need help when it comes to ITSM maturity:
Both areas are staple features of modern ITSM solutions, so it’s no surprise that many organizations relying on homegrown or legacy ITSM software are struggling when it comes to these areas.
Accounting and legal services firms report that security and compliance are far and away the biggest top-of-mind issues for T leaders in this space—not surprising given the sensitivity of data and regulation environments that pervade the financial and legal worlds. After that, data integrity and integration is the No. 2 concern, followed by modernization and automation.
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We are able to focus on culture by engaging and igniting the team.
Deborah Rojas
Chief Information Officer
Charter Oak Financial
Our focus is on improving our operational layer and optimizing with technology.
Roger Estrada
Vice President of Process Excellence and PMO
Frontwave Credit Union
When ITSM teams can easily create new workflows and configure an automation system tuned to dynamic user needs, it becomes easier to bolster ITSM responsiveness. However, accounting and legal firms also have to remain mindful of how an ITSM platform rolls out low-code/no-code, as the administrative burden proffered by some platforms can make it so onerous to administer that the IT team may not have the technical resources to maintain it.
This may well be a key reason the adoption of more mature practices has not happened—these firms have not cracked the code on freeing up enough bandwidth from basic firefighting to establish more sophisticated processes.
In order to drive self-service adoption many IT leaders are focused on portals that offer automatic resolution. By embracing automation, things like password resets can be automated. Further, many are incorporating conversational AI with natural language processing for improved intent matching.
Aside from enterprise service, digital transformation is top-of-mind for ITSM organizations in the accounting and legal space.
Fifty-six percent of respondents say transformative projects—including enterprise integration and workflow—are the most critical in the next 12 to 24 months. Additionally, 44% say leveraging AI for proactive resolution is the most critical.
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Get the InformationWeek Market Study to uncover top challenges and opportunities facing IT leaders in legal and accounting firms. From improved IT Service Automation to the introduction of Conversational AI see how IT teams are driving maturity gains.
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Whether you are looking to level up an older ticketing platform or considering migration to a no-code platform, you will benefit from this comprehensive report which looks at business value, ease of use, strategy and innovation across ITSM vendors. Get the Info-Tech Vendor Rankings Report.
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