Reactive Service Delivery Model Threatened Effective Communication for
Nearly 550 Attorneys From Across the U.S.
DETROIT, Sept. 16 /PRNewswire-FirstCall/ -- Compuware Corporation
(Nasdaq: CPWR) today announced that leading law firm Ballard Spahr Andrews
& Ingersoll, LLP turned to Compuware Vantage to help maintain open
communication channels for nearly 550 mobile lawyers.
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"Our law firm was founded in 1886 on the idea of service excellence,"
according to the firm's CTO Kim Wismer. "Maintaining such good client
relations requires an unbreakable chain of communication between the firm's
lawyers and legal teams in the firm's respective practices. We now run 12
offices with nearly 550 lawyers who travel constantly, so it is absolutely
critical to maintain our infrastructure support for the mobile lawyer,"
said Wismer. "IT support needs to be as good on the road as it is in the
office."
Ballard Spahr was migrating to a new server platform to support the
highly mobile lawyers when performance problems began to arise. An outside
consultant told Ballard Spahr what they already knew; the organization's IT
service management approach was reactive, which quickly prompted an IT
service improvement initiative. Ballard Spahr turned to Vantage and started
getting immediate returns as the firm quickly learned its load balancing
was not set properly.
"Vantage gave Ballard Spahr the visibility into critical systems to
successfully implement the firm's mobile initiative," said Steve Tack,
Compuware Vice President of IT Service Management. "End-user monitoring
shows exactly how the system is responding and helps pinpoint the source of
issues, even those that users may not have noticed yet. For an organization
with such a focus on customer satisfaction, like Ballard Spahr, that is
vital."
After just three weeks, Ballard Spahr's IT organization realized
multiple benefits from Vantage. With the concrete data on service quality
provided by Vantage, Ballard Spahr's technology team can communicate with
upper management more effectively. Additionally, Vantage identifies
potential issues before they arise and saves time and money by reducing the
previously lengthy time needed to identify and repair service problems.
Ballard Spahr's service desk also uses Vantage dashboards to monitor
transactions and alert the firm when slowdowns exceed thresholds and to
monitor many web applications, some customer-facing.
And, according to Lisa Mayo, Ballard Spahr's Director of IT Business
Architecture, this saves a lot of people a lot of effort. "Someone can sit
on the phone and tell you what the problem might be, but that can result in
a lot of wasted time," said Mayo. "Vantage really helps to streamline the
process of locating where true problems are, so you don't waste resources
and time."
Vantage enables business-driven service delivery by bringing together
Business Service Management, End User Experience Monitoring and Application
Performance Management with infrastructure and service desk metrics,
whether provided by Compuware solutions or third-party tools. This unique
combination provides customers with a real-time, comprehensive perspective
on service delivery to achieve service excellence, maximize operational
effectiveness and reach business/IT alignment.
Ballard Spahr Andrews & Ingersoll, LLP was founded in 1886 by a group
of lawyers committed to excellence in the practice of law. Today, they
remain dedicated to that fundamental principle. They have grown to be one
of the largest law firms in the country, with more than 550 lawyers and
twelve offices located throughout the mid-Atlantic corridor and the western
United States. As a large, multi-practice, multi-regional law firm, they
are able to combine a national scope of practice with strong local market
knowledge to represent companies, individuals, and other entities in
virtually every state and around the world.
Compuware Corporation
Compuware Corporation makes IT rock around the world, helping CIOs
optimize IT performance to achieve business goals. Compuware solutions
accelerate the development, improve the quality and enhance the performance
of critical business systems while enabling CIOs to align and govern the
entire IT portfolio, increasing efficiency, cost control and employee
productivity throughout the IT organization. Founded in 1973, Compuware
serves the world's leading IT organizations, including 92 percent of the
Fortune 50 companies. Learn more about Compuware at
http://www.compuware.com.
Press Contact
Sean M. Patrick, Communication Analyst, Compuware Communications and
Investor Relations, sean.patrick@compuware.com, 313-227-5594
For Sales and Marketing Information
Compuware Corporation, One Campus Martius, Detroit, MI 48226,
800-521-9353, http://www.compuware.com
SOURCE Compuware Corporation
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Related links:
http://www.compuware.com
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PRN Photo Desk, photodesk@prnewswire.com
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CONTACT:
Media: Sean M. Patrick, Communication
Analyst, Compuware Communications and Investor Relations,
+1-313-227-5594, sean.patrick@compuware.com, For Sales and
Marketing Information: +1-800-521-9353
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