Transforming Legal IT Services with a Centralized & Scalable Solution
The Problem
A thousand lawyers. Offices in Canada, the UK, and South Africa. Expertise in corporate law, litigation, and compliance — the kind of firm where precision isn’t optional and downtime isn’t tolerated.
Their IT didn’t reflect any of that.
Service was fragmented. Incidents landed in different places depending on who you asked. Requests moved through inconsistent workflows that varied by office, by role, by whoever happened to pick up the ticket. There was no single place to go for help, no unified experience, and no real visibility into what was happening across the organization.
For a firm built on consistency and accountability, that’s a problem.
“There was no single place to go for help, no unified experience, and no real visibility into what was happening across the organization.”
The Fix
Coreio designed and implemented a ServiceNow ITSM solution built around how the firm actually works — not just what the platform could do out of the box.
That distinction matters. A lot of ITSM implementations hand you the keys and walk away. This one started with the people using it. Workflows were built around user personas and real business processes — what a lawyer in Toronto needs from IT is not the same as what a paralegal in London or a compliance officer in Johannesburg needs. The platform was configured to reflect that.
On the technical side, the engagement pulled in the full ITSM suite: Universal Request, Virtual Agent, Microsoft Teams integration, and core modules covering Incidents, Requests, and Knowledge Management. One front door for everything. One consistent experience regardless of which office you’re sitting in.
Then came the part most implementations skip: enablement. Structured training. Ongoing support. The kind of hands-on work that turns a go-live into actual adoption instead of shelfware with a launch date.
| What Was Built | |
|---|---|
| Unified Platform | One ServiceNow instance across all offices and regions |
| Persona-Based Workflows | Built around real roles, not generic ticket categories |
| Teams Integration | IT support accessible directly from where work happens |
| Virtual Agent | Self-service deflection before a ticket ever gets created |
| Structured Enablement | Training and support built into the engagement, not bolted on after |
The Outcome
Service operations are centralized now. One platform, one experience, one place to go — whether you’re in Toronto, London, or Johannesburg.
Resolution times are faster because the workflows actually match how people work. Requests route correctly the first time. Knowledge is findable. And when something goes wrong, there’s a clear path to resolution instead of a guessing game about who owns the ticket.
The platform is also built to grow. As the firm expands — new offices, new practice areas, new service needs — the ITSM foundation is ready for it. That’s not a small thing for an international firm operating across three regulatory environments.
“The platform was configured to reflect how the firm actually works — not just what ServiceNow could do out of the box.”
A thousand lawyers. Three continents. One IT experience.
That’s what it looks like when the platform finally catches up to the organization it’s supposed to serve.
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