Legal
Workforce Solutions

ServiceNow Implementation: ​ Strategic Leadership for Enterprise Law Firm

Challenge

A global law firm selected ServiceNow to modernize its ITSM, HR, and Finance workflows, but persistent operational inefficiencies remained. Major incident resolution was slow, visibility into technology assets was limited, and critical processes, like pro bono tracking, were inconsistent. Specialized talent was missing to help fully leverage the platform’s potential.​
​

To recognize the full value of its investment, the firm turned to Silver Tree to quickly assemble a cohesive ServiceNow leadership team, including a Platform Owner, Architect, Program Manager, and OCM expert, capable of leading the implementation, aligning internal stakeholders, managing the external implementation partner, and driving adoption across the firm’s complex, high-performance environment.​

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Industry

Legal

Company Size

Enterprise

Service/Solution

Workforce Solutions and ServiceNow

Engagement Model

Staff Augmentation and Advisory

Successful deployment of ServiceNow across 1,000+ users​

Reduction in major incident resolution time, minimizing critical operational disruptions

Reduction in major incident resolution time, minimizing critical operational disruptions

Why Silver Tree

Silver Tree was selected based on its status as a preferred ServiceNow partner and its proven ability to deliver hard-to-find leadership talent that the firm’s incumbent staffing provider could not. ​​All candidates were pre-vetted by Silver Tree’s in-house technical experts, giving the client confidence in both their technical acumen and readiness to perform. ​​Equally important was Silver Tree’s deep understanding of the unique culture within large, high-performing law firms. Silver Tree’s ability to identify and place professionals who could navigate complex organizational dynamics and build trust with senior stakeholders proved essential to both retention and overall program success.

“Silver Tree was instrumental in our ServiceNow success—not just because of the technical talent, but because of their ability to understand our culture and bring in leaders who fit.”

Actions Taken

  • Assembled a full ServiceNow leadership team in under 30 days – Accelerated project momentum by quickly filling critical roles that had stalled for months.
  • Implemented a proprietary onboarding process – Ensured a seamless transition into the firm’s environment, reducing ramp-up time and minimizing disruption to operations.​
  • Drove cross-functional stakeholder alignment – Unified IT, HR, and Finance teams around shared goals to prevent silos and accelerate adoption.​
  • Led change management, training, and adoption support – Boosted user confidence and engagement, resulting in faster and more sustained platform adoption.​
  • Assured industry best practices were applied across program while managing the dynamic nature of the implementation.

Challenge

A global law firm selected ServiceNow to modernize its ITSM, HR, and Finance workflows, but persistent operational inefficiencies remained. Major incident resolution was slow, visibility into technology assets was limited, and critical processes, like pro bono tracking, were inconsistent. Specialized talent was missing to help fully leverage the platform’s potential.​
​

To recognize the full value of its investment, the firm turned to Silver Tree to quickly assemble a cohesive ServiceNow leadership team, including a Platform Owner, Architect, Program Manager, and OCM expert, capable of leading the implementation, aligning internal stakeholders, managing the external implementation partner, and driving adoption across the firm’s complex, high-performance environment.​

‍

‍

Why Silver Tree

Actions Taken

  • Assembled a full ServiceNow leadership team in under 30 days – Accelerated project momentum by quickly filling critical roles that had stalled for months.
  • Implemented a proprietary onboarding process – Ensured a seamless transition into the firm’s environment, reducing ramp-up time and minimizing disruption to operations.​
  • Drove cross-functional stakeholder alignment – Unified IT, HR, and Finance teams around shared goals to prevent silos and accelerate adoption.​
  • Led change management, training, and adoption support – Boosted user confidence and engagement, resulting in faster and more sustained platform adoption.​
  • Assured industry best practices were applied across program while managing the dynamic nature of the implementation.

Outcomes

About Silver Tree

Founded in 2014 by Richard Ricks, Silver Tree Consulting & Services began with a vision to transform the business of IT and empower organizations to thrive in an evolving digital world.

Today, Silver Tree delivers a comprehensive suite of IT solutions and services across five key areas: workforce solutions, managed infrastructure (cloud and SaaS), managed security, application modernization, and data modernization. Backed by decades of experience and a proven global operating model, we help businesses innovate, enhance productivity, and drive sustainable growth.

Learn more
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