Project Beacon — IT service management
Summary
Phase 1: gather requirements for the firm's service desk, run a procurement exercise covering both the incumbent managed service provider and the wider market, and test the feasibility of running the service desk internally or as a hybrid.
Score breakdown
Category score is the share of that category's criteria answered yes. Contribution is that score times the category weighting.
- Areas of focus0/1×5%0.0
- Clients0/3×10%0.0
- Expansion & global footprint0/3×25%0.0
- Increasing revenue & profitability2/2×25%25.0
- People & culture1/2×10%5.0
- Innovation & service delivery2/2×10%10.0
- Operational infrastructure3/3×15%15.0
Criteria
Areas of focus
- Improves growth in the areas of focus: no
Clients
- Improves client satisfaction scores: no
- Improves client retention rate: no
- Improves net promoter score: no
Expansion & global footprint
- Supports expansion of regional offices: no
- Supports expansion into new countries: no
- Increases revenue from international markets: no
Increasing revenue & profitability
- Improves fee earner revenue: yes
- Improves utilisation rate: yes
People & culture
- Improves employee engagement scores: yes
- Improves staff retention: no
Innovation & service delivery
- Improves efficiency through adoption of legal technology: yes
- Improves processes through automation: yes
Operational infrastructure
- Reduces operational footprint through optimisation and automation: yes
- Allows for risk mitigation: yes
- Aligns with the technology roadmap and future plans: yes
Benefits
Improved service desk performance against target; technology cost per lawyer reduced over time; better first-time fix rates; higher customer satisfaction; faster resolution times; fewer open problem tickets.
Resources required
Project manager; IT service and IT solution delivery teams
Position
55.0
Weighted score out of 100
#7
of 28
Scores 50 or above: on the shortlist for a business case.
Facts
- Sponsor
- Marcus Ellery — Global Head of Technology
- Sponsor identified
- Yes
- Cost band
- >£500Kmidpoint £750k
- Benefits
- High tangible benefitsscore 3
- Complexity
- Highscore 3
- Strategic alignment
- 50%
- Schedule
- Sep 2026 — Feb 20276 months
- Delivery team
- James Barker