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Legal & Accounting

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.

State of ITSM in Legal and Accounting Report

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IT Leaders in Legal and Accounting Seek Agile ITSM Technology

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.

Data Integrity

IT leaders in legal and accounting are seeking improved data management.

Self-Service

Take the fight out of technology with a platform built to work for everyone.

Stay Ahead

Quickly evolve and expand with custom forms, fields, workflows and integrations.

IT Service Management for Legal & Accounting

Expectations are High for the Maturity of the IT Service Desk

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.

IT Service Maturity Levels

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.

ITSM automation with enterprise integration

Top Factors to Consider for Improved ITSM Maturity

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:

 

  • Automation and workflow
  • Self-service and knowledge base design

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.

ITSM Maturity in Legal & Accounting Services

  • A fully indexed and easy to search self-service portal with knowledge base can go a long way in helping to drive self-service adoption
  • Embrace ITIL with proper change management to significantly reduce downtime caused by poor planning
  • Improve resource optimization and capacity planning with project intake – including scoring, prioritization and stakeholder reviews
  • Adopt automation to reduce the time being spent on manual tasks including password resets and onboarding employees
  • Roll out a single platform for enterprise service allowing employees to have a central hub for all requests from IT to HR and Facilities
  • Integrate enterprise systems so that you can easily take action directly from the service platform including HR and ERP platforms
  • Introduce Conversational AI to help resolve issues quicker by leveraging natural language processing (NLP) for intent matching
  • Use dashboards to track everything from resolution time and ticket volume to SLAs and project risk

Top of Mind Initiatives for CIOs in Legal and Accounting Firms

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.

Enterprise Data Integration

Leverage an integration hub with pre-built connectors to systems such as HR, Finance and your ERP.

Reduce Redundant Tasks

Once the enterprise systems are integrated, workflow and automation can be built.

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

No Code is Offering Automation without High Admin Overhead

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.

  • Automate everything you can with no-code platforms from onboarding to password resets to software provisioning
  • Leverage an integration hub that offers pre-built connectors to hundreds of enterprise systems such as Workday and DocuSign
  • Easily configure custom forms, fields and workflows for true enterprise service management with automation

62% of Legal and Accounting firms seek improved self-service

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.

Enterprise-Service-Management-ESM

Enterprise Service Management and the Use of Integration

As accounting and legal services firms start to move the needle on higher and higher maturity levels, ESM and emerging enterprise integration hubs will increasingly play a part in their ITSM strategies and technology. As things stand, ESM is still fairly limited in adoption and scope within these sectors. More than half of respondents—58%—say they do not have a broader ESM program in place. And even among those that do, very few leverage ITSM platforms for more than one or two departments. About half of firms only use ITSM for IT, and another 27% say they use it for one other department but no more. Just 6% of these firms utilize ITSM for five or more departments.
no-code ITSM enterprise service made easy

Making ESM a Reality

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.

On/off-boarding Employees

Reduce time spent from days to hours with automation

Password Resets

Empower your end-users with automated resets

Software Provisioning

Get your employees what they need faster with workflows

InformationWeek Market Study
State of ITSM in Legal & Accounting

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.

State of ITSM in Legal and Accounting Report

CUSTOMER STORY

Charter Oak drives innovation with enterprise automation and integration.

ITSM for Financial Services

CUSTOMER STORY

Frontwave adopts a digital first strategy for IT service.

ITSM for Financial Services

CUSTOMER STORY

Shaner Hotel Group levels up ITSM with self-service portal and automation.

Shaner Hotel Levels Up ITSM with No Code Workflow

CUSTOMER STORY

Walbec Group paves the way for modernized IT service management.

ITSM with low admin overhead for Walbec Group

Which ITSM Vendor is Right for You? Get the Vendor Quadrant Report.

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.

ITSM Quadrant Vendor Rankings Info-Tech Software Reviews

Solutions for Legal and Accounting

TeamDynamix Unified No-code Platform

ITSM

Life-cycle IT Service Management with support for ITIL, assets, change, self-service, conversational AI and automation.

ITSM Automation

ESM

Make enterprise service management a reality with a single platform across IT, Facilities, HR, Marketing and more.

iPaaS

Let automation take off with no-code enterprise integration and workflow.  Embrace digital transformation.

Chat

Change the way you chat with conversational AI – natural language processing with automation.

PPM

Tackle projects of any size with a platform that is as simple or as sophisticated as you need it to be.

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