Case Study: King & Wood Mallesons streamlines IT service management with Ivanti

King & Wood Mallesons supports 600 new users without adding IT staff with Ivanti

King & Wood Mallesons, a leading international law firm, faced challenges with its fragmented IT systems, including separate call center and asset management platforms. This disjointed approach led to inefficient processes, a lack of a standardized service catalog, and difficulty tracking operations and maintenance across multiple locations. To unify its IT service management and improve efficiency, the firm partnered with vendor Ivanti to implement Ivanti Neurons for ITSM.

The Ivanti solution provided a unified IT service collaboration platform compliant with ITIL concepts. This enabled a standardized service catalog and a self-service portal that now handles 60% of service requests. The implementation significantly improved management efficiency and user satisfaction. Most notably, Ivanti's platform allowed the firm to support 600 new users and rapidly deploy automated processes for scenarios like remote work during COVID-19 without increasing IT support staffing, resulting in major cost savings.

King & Wood Mallesons