Case Study: Gilbert + Tobin boosts service delivery and automation with Ivanti Neurons

Gilbert + Tobin shifts 80% of tickets to service requests with Ivanti

Gilbert + Tobin, a major Australian law firm, faced challenges in improving service delivery across departments, freeing lawyers from administrative tasks, and reducing repetitive helpdesk work to safeguard billable hours. To address this, they partnered with Ivanti and implemented Ivanti Neurons for IT Service Management (ITSM), Ivanti Neurons for Digital Experience (DEX), and Ivanti Xtraction.

The Ivanti solution, particularly its hyper-automation bots, transformed operations. The firm created over 150 bots in roughly a year, leading to a huge reduction in helpdesk incidents with 80% of tickets now being service requests. This automation enabled proactive device fixes, increased first-contact resolution, and boosted user uptime, directly supporting billable hours. Ivanti also provided stronger collaboration between teams and improved IT staff retention by automating dull tasks.

Gilbert + Tobin