Farrer & Co makes the case for Sunrise Software IT Service Management
Improved service levels and best practice implementation with new solution deployment
Chessington, Surrey, 19 July 2016 – Sunrise Software, a leading supplier of IT service management (ITSM) solutions, has today announced that Farrer & Co, an independent London-based law firm, has selected its Sunrise IT Service Management (ITSM) solution to enhance the IT support provided to the business’ 400 employees. The deployment of the new solution, which will take place over the summer, will see Farrer & Co adopting Service Desk Institute (SDI) best practices and implement measurable incident and problem management processes to increase the efficiency and effectiveness of the service management support to the business.
Sunrise’s cloud/SaaS ITSM offering was selected by Farrer & Co following a competitive analysis and will be used by the internal IT service and facilities management teams. The solution, which is underpinned by Sunrise’s service management platform Sostenuto, will provide Farrer & Co with an easy to use, accessible and intuitive platform to log incidents and implement both problem and change management processes; something they had not achieved with their incumbent solution.
Moving from a legacy service desk product, Farrer & Co were looking for a solution that would enable them to deliver a higher level and quality of service to the business, was scalable and could support the wider business objectives. Core to this decision was Sunrise ITSM’s complete approach to service management, and having all the services built-in from the outset, meaning Farrer & Co benefited from being able to activate these as and when required but without incurring additional expenditure.
One of the key differentiators of Sunrise ITSM was the inclusion of the SDI accredited report suite. As a part of its ongoing service improvement drive, it was important the selected solution had out-of-the-box best practice reports that the organisation could benchmark against from its inception. As a result, Farrer & Co will be able to take a broader look at how the organisation is delivering its services and measure against common industry standards.
Neil Davison, IT Director at Farrer & Co, said: “As a team we have a strong focus on improving the level of service that we are providing to the organisation. Within the fast paced industry that we operate in, it can be hard to take that step back and look at the bigger picture to truly analyse how we are performing and where attention needs to be focussed. Beforehand we had no process in place for problem management or identifying whether the same incident was being logged on multiple occasions. This meant that potentially longer term problems were at the risk of being overlooked. We needed to find a way to better automate and track incidents logged and gain better visibility into our operations.”
Farrer & Co will also be implementing internal Service Level Agreements (SLAs) in order to ensure that the team’s time is managed effectively and efficiently when dealing with incoming queries. This will be linked back to the SDI reports to ensure that the business is dealing with the incidents within the appropriate timeframes. In addition, Farrer & Co will be utilising the supplier management and purchase order capabilities within the platform to implement better processes when communicating and working with suppliers.
Geoff Rees, Director of Business Services and Sales of Sunrise, comments: “Time is of the essence within the legal sector and for firms such as Farrer & Co there is no time to waste when it comes to answering queries and dealing with incidents raised by fee earners. Above all else, Farrer & Co value the ease of use and simplicity of Sunrise’s ITSM platform as it means the service desk can quickly be up and running in order to see tangible benefits to its operations. Being able to demonstrate value to the business is one of the hardest tasks of all for the sometimes underappreciated IT service desk, but with built in, industry leading reports and best practice guidance at your fingertips, organisations can quickly reap the benefits that are offered by an effective service management approach.”
Neil Davison concludes: “What sets Sunrise ITSM apart is the ability for the solution to grow within the business. We can already see that its Risk Management offering would be of great value to our business in the future and it means that we wouldn’t have to deploy multiple solutions from multiple suppliers. We now have the visibility that we needed to understand not only how our business is operating, but how we are performing against pre-defined criteria and, more importantly, where we can make improvements to better serve the business.”
About Farrer & Co
Farrer & Co provides a broad range of specialist legal services to private and commercial clients, from charitable institutions, private families and individuals to asset managers, media groups and sport governing bodies.
We look to be the market leader in our chosen areas of practice, advising clients on the contentious and non-contentious legal, business and personal issues they face. Around 60% of our fee-earning partners are recognised as ‘Leading Individuals’ in their particular areas of expertise by Chambers UK.
Our clients tell us they value us for our integrity, good judgment and professional excellence, as well as our broad perspective, practical solutions and value for money.