Case Study: Prominent New York City Law Firm achieves next-generation global IT support for 1,500 users with EasyVista

Delivering Next Generation Technical Support to 1,500 Attorneys, Legal and Financial Professionals Across Eight Offices

A prominent New York City law firm with more than 900 lawyers and 1,500 employees across eight offices worldwide needed a scalable, centralized way to manage roughly 350 daily IT support requests—ranging from document-management and Microsoft Office issues to mobile and infrastructure problems. Their legacy in-house tools lacked the transparency, reporting and incident/problem-management capabilities required to support cross‑border teams and deliver consistent, trackable service.

After evaluating five vendors, the firm selected EasyVista for its functionality, data security and reporting. EasyVista centralized incident, request and problem management, captured global support activity for trend analysis, provided encrypted handling of sensitive data, and improved responsiveness, visibility and transparency of IT operations. The SaaS solution reduced infrastructure overhead and the firm is now expanding the platform to include asset, change and knowledge management.