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Client Challenge

Our client, a global law firm, was in the process of transitioning to a global SAP platform, in place of the many disparate systems they currently operated.  As is the case with many law firms, they had grown through acquisition, so the processes used from one region to another were very different. With the impending implementation of SAP, the client wanted to build a Service Management organisation that was capable of dealing with the added complexity that this would bring.

What We Did

  • Baseline assessment

We supported the client’s own programme team in a number of key areas:

  • Undertaking a capability assessment and helping the client to identify areas where process improvement and/or organisational change were necessary
  • Developing a programme of process improvement work, where issues could be addressed in a systematic fashion
  • Developing a ServiceNow improvement programme, where the huge array of changes required to the ServiceNow platform could be captured, prioritised and sequenced in a logical manner


Having successfully completed this initial phase, the client’s own process owners will manage the implementation of process changes in their respective areas.  We have successfully established the ServiceNow programme and will be helping the customer keep this on track as the SAP programme nears its go-live.

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How we can help​

Find out more about our Baseline Assessment service.

To find out how we help organisations like yours design and build highly effective operating models, read ITSM Maturity Assessments – The lowdown! or our ultimate guide to SIAM.