Eversheds enhances agility and competitive advantage with Computacenter managed service

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1 Eversheds enhances agility and competitive advantage with Computacenter managed service Customer challenge Innovation, agility and cost control are all intrinsically linked to IT at Eversheds. To ensure the international law firm can meet its strategic goals and customer expectations, it needs to provide staff with anytime, anywhere access to its IT systems. With employees based all over the world, the company needs access to extensive IT skills and resources. Customer agenda Cost Reduction Continuous Improvement/Innovation Growth/Business Change Services Managed Hosting Dedicated Service Desk Device Management Platform Migration Backup & Recovery Resources on Demand IMAC Technology Apple ipads, EMC SAN, Cisco blade servers Computacenter solution Eversheds has selectively outsourced elements of its IT operation to Computacenter since With the aid of Cable&Wireless Worldwide, the company provides datacenter hosting for 650 systems, delivers end user support services to 4,000 members of staff and helps with transformation projects. A new five-year contract started in 2012 based on a utility billing and resources on-demand framework, which enables Eversheds to flex and scale Computacenter s service to meet changing business needs. Results The service helps minimise costs through continuous improvements and maximise staff productivity with reliable access to systems and data. Eversheds can also take earlier advantage of new technologies that are aligned with its strategic goals. As a result, Eversheds can meet the changing needs of clients and support innovation and business growth. August /5

2 Customer profile An innovative approach to legal services Eversheds is a progressive international law firm and one of the largest in the world. From mission critical mergers and acquisitions to property portfolio management, Eversheds provides high quality legal advice to customers across a multitude of sectors. The firm specialises in corporate, commercial, employment, real estate and litigation legal services and has 4,500 lawyers and business services employees working from 45 locations worldwide. Eversheds is renowned for innovation and received the Financial Times Most Innovative Law firm in Europe award in Business challenge Meeting strategic goals and customer needs Eversheds has a three-year strategy that underpins the direction of the business and drives the development and growth of the firms operations. Eversheds is a global law firm that sets the standard in innovation, client relationships and quality services. We can facilitate innovation and maximise competitive advantage. Tim Connop Programme Manager Eversheds IT plays a crucial role in enabling the firm to achieve its goals. As Tim Connop, Programme Manager at Eversheds, explains: We need to be agile to meet clients expectations and ready to respond to market changes in order to keep ourselves one step ahead of the competition. Our IT infrastructure and services must support this. To maintain both agility and quality client services the firm needs to provide its lawyers with the best possible IT solutions and services so they can focus on delivering the best possible service to its clients. Many of our firm s activities are time-sensitive, comments Tim. If lawyers are unable to access information or send an when they need to, the quality of client services is quickly impacted. As Eversheds actively encourages flexible working practices, its lawyers need secure and reliable remote access to corporate systems. Over the last two years, anytime anywhere access to IT systems has transitioned from a nice-to-have to a necessity, adds Tim. With the demand for IT performance and flexibility increasing, Eversheds needs access to an array of skills and resources. As the firm s core business is providing legal advice and not IT services, it has been a long-term proponent of selective IT outsourcing. 2/5

3 IT solution Aligning IT services to the business Eversheds has a long-standing partnership with Computacenter that dates back to The firm signed a second five-year contract with the IT services and solutions provider in late The service helps the company align its IT operations to business strategy, and includes day-to-day management as well as transformation projects. Tim comments: Computacenter has the breadth and depth of capability to deliver seamless services right across the IT landscape based on industry best practices. Computacenter is responsible for datacenter hosting in partnership with Cable&Wireless Worldwide, which includes 24-hour remote monitoring from Computacenter s Operations Centres in Nottingham and South Africa, as well as end user support. We need to be agile to meet clients expectations and adapt to market changes. Tim Connop Programme Manager Eversheds The onsite service desk is at the heart of Eversheds support operations. From here, Computacenter responds to requests, changes, incidents and problems from staff at 10 UK locations plus 25 international offices. The service desk, which recently achieved three-star accreditation from the Service Desk Institute, manages an average of 7,500 tickets a month. As well as standard desktop and laptop devices, Computacenter s support services extend to the firm s ipad estate. We were one of the first organisations to deploy ipads in a corporate environment back in 2009, and now have around 500 legal advisors using them, explains Tim. The devices are convenient and highly portable, enabling lawyers to access, read and annotate documents on the go. Computacenter provides a swap service for the tablets to ensure Eversheds lawyers have continuous access to key data and applications. Commercial flexibility and utility billing The Computacenter contract is based on a flexible commercial framework, which enables Eversheds to terminate, amend and initiate services as and when they are needed. Utility billing and an on-demand resourcing model means we can flex the service to meet our changing needs, which supports the agility and innovation that are fundamental to the success of our business, explains Tim. The commercial structure also provides the foundations for continuous improvement and includes gain share mechanisms to incentivise efficiency savings and cost reductions. Nick Marsh, a Computacenter Account Manager, comments: We use a Customer Value Scorecard, which is reviewed on a monthly basis, to prioritise improvements and ensure we all understand the direction in which we want to head and what we need to do to get there. One of the improvement initiatives that Computacenter is currently working on with Eversheds is a major datacenter renovation programme. 3/5

4 Optimising the datacenter Given its global footprint and reliance on technology, Eversheds needs to ensure its datacenters are highly available. The company is currently working with Computacenter to replace its existing datacenter technologies with a new platform based on an EMC SAN, Cisco blade servers and centralised backup facilities. Computacenter is responsible for design, implementation and integration of the new environment, which will be located across two active-active datacenters with real-time data replication to provide continuous access to systems and data. Computacenter is providing project management services as well as disposing of the legacy equipment via its specialist remarketing and recycling subsidiary RDC. The datacenter sites are owned and operated by Cable&Wireless Worldwide. The company is providing temporary additional datacenter space during the project to enable Computacenter and Eversheds to run the new and legacy platforms simultaneously and minimise the risks of the transition. Cable&Wireless Worldwide is a reliable and flexible partner, explains Nick. As a result of the successful relationship, we have recently agreed a new five-year agreement to continue using the datacenter facilities. The infrastructure implementation is due to be completed in June, with all Eversheds systems to be migrated to the new platform by the end of the year. The first system due for migration in June is a Citrix platform previously designed and developed by Computacenter, which allows secure remote access to corporate systems for remote workers and third parties. 4/5

5 Results Supporting innovation and growth By partnering with Computacenter, Eversheds can leverage the best practices developed via the provider s Shared Services Factory to maximise IT efficiency and minimise cost. Computacenter s breadth of experience across different industry sectors means it can offer us informed advice on how best to optimise IT to meet our business objectives, comments Tim. With its skills and resources, we are able to take advantage of new technologies more quickly. The partnership with Computacenter enables the legal firm to: Make financial savings: The companies work closely together to constantly streamline processes, increase efficiency and reduce IT support costs. For example, the new datacenter platform will decrease management costs, maintenance requirements and power consumption. Maximise staff productivity: With a responsive service desk and reliable IT systems, Eversheds can ensure its administrative and fee-earning personnel have continuous access to the data they need regardless of location. Meet client needs: The Computacenter service enhances agility so Eversheds can quickly adapt to industry changes and support business growth in emerging and existing markets. Tim comments: Computacenter helps ensure we have a flexible and reliable IT infrastructure and a cost-efficient support operation. As a result, we can facilitate innovation and maximise competitive advantage. More resources To find out more about our managed services, visit: Read more customer case studies at: 5/5

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