Summary
Morgan, Lewis & Bockius, LLP, is among the 10 largest US law firms, with 13 offices worldwide, and over 1,100 attorneys, practicing in virtually every area of the law. They are a fully integrated, multi practice law firm that delivers value and results to clients. For more than a century, Morgan, Lewis & Bockius has represented Fortune 500 companies, multinational financial services and investment banking organizations, as well as leaders in the life sciences, technology, energy, securities and media sectors.

Business Challenge
Faced with increasing client demand, the firm's partners and employees demanded superior support from the firm's IS team, specifically the first line of support provided by the help desk located at the firm’s headquarters in Philadelphia, PA. The firm managed a help desk
comprised of firm employees and contract resources, to support over 2,500 worldwide employees. They looked to Allegis Group to help them determine the best approach to providing this service to their user community.

How Allegis Group Helped
Allegis Group examined current support processes and tools in order to make recommendations about how the level of service being provided to the firm's users could be improved. Upon delivery of these recommendations, the firm asked Allegis Group to propose an on-site, fully outsourced Consolidated Service Desk (CSD) solution, which Allegis Group would manage and staff, and for which we would be accountable for meeting mutually agreed-upon Service Levels.

Allegis Group worked closely with the firm's IS executives to incorporate into the solution a strategy for transitioning the current support and resource model to the new, improved service desk solution. The solution included implementation of tools, processes, human resource management methodologies, and internal marketing strategies, to ensure a successful support model. Further, Allegis Group’s implementation plan included strong collaboration with the firm's headquarters and field IS teams, to ensure a seamless, consistent level of support across the firm. Allegis Group now manages a permanent and variable workforce, to respond to dynamic support demands that fluctuate with business and economic cycles, as well as with enterprise technology initiatives that typically drive increased user demand.

Ongoing communication and collaboration strategies enable Allegis Group and the firm’s IS team to anticipate spikes in support demand and ensure that users continue to receive a predictable and superior level of service whenever they call for support. The firm's headquarters and field IS teams are now able to focus their time and efforts on strategic technology initiatives that are tied to the success of the firm's business goals.