Press Release: Leading law firm Herbert Smith
selects Infra global service desk software
NewsAugust, 2007
International law firm Herbert Smith has selected Infra Corporation’s ITIL Service Management software, infraEnterprise, for its global service desk solution. Using the Infra system service desk, analysts can proactively manage the Incident/Problem/Known Error lifecycle. This has resulted in significant efficiency gains, with frontline staff in London, Europe and Asia now easily able to resolve 75 per cent of all calls logged. Several non-IT departments within the firm have also elected to use infraEnterprise as their preferred solution for recording and tracking ‘jobs’.
Catherine Cheetham, Service Management Team Leader at Herbert Smith comments, “Using Infra’s IT Service Management solution has allowed us to swiftly introduce ITIL best practice processes for Incident, Problem, Known Error and Knowledge Management. Implementation of the new system was straightforward and Infra’s consulting and technical staff provided first class service throughout. We now have a flexible global service desk solution with rich functionality, which we can easily enhance to meet future needs.”
Using infraEnterprise, more than 6,000 Incidents are logged each month by analysts in London, Paris, Moscow, Tokyo and Hong Kong. Analysts have the ability to link calls to current Problems or Known Errors: this enables management to track the volume of calls relating to specific issues and determine a true impact analysis. Helpdesk calls, which are logged in the local time, can be seamlessly escalated to the second line in London with each Incident/Problem tracked through to closure, and if required changed to a Known Error or added to the Knowledge Base. The ability to categorise calls based on Service type and how critical they are to the business, allows for efficient support to be provided, especially when this involves escalating to Technical resolving teams.
infraEnterprise is now used to manage frontline calls for the firm’s contact management, HR and accounts systems. Several service departments have also replaced existing databases with the Infra system, with users in the Reprographics department and Document Centre now logging more than 2,000 jobs per month such as requests for photocopying or documentation. Partitioning within the Infra Configuration Management Database ensures that users view only data relevant to each particular operation.
Herbert Smith has also implemented the infraEnterprise Knowledge Bank, building up a repository of Frequently Asked Questions (FAQs) and documentation to assist with troubleshooting for common problems. Information about Known Errors has been formalised and is now published to the business, and the firm has plans to introduce self-service via the Infra Customer Portal in the near future.
About Herbert Smith
'Magic Circle' law firm Herbert Smith LLP is an international legal practice, comprising over 1200 lawyers and a network of offices in Europe and Asia. The full-service commercial firm has a formal alliance with leading European firms Gleiss Lutz and Stibbe and provides advice across all major practice areas including capital markets, dispute resolution, employment and European Union law, intellectual property, finance, tax and real estate. For more information visit www.herbertsmith.com
About Infra Corporation
Infra is the international developer of infraEnterprise, a 100% Web solution that automates IT Service Management processes (including Incident, Problem, Change, Configuration, Release, Availability and Service Level Management). infraEnterprise supports industry best practice methodology such as ITIL and KCS and delivers the best upfront and ongoing value for comparative depth of functionality.
Established in 1991, Infra has regional head offices in the UK, North America and Australia and a worldwide network of partners and distributors. www.infra.co.uk
Press information
David Percy
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Infra Corporation Ltd.
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