The IT Support Role for Legal Professionals
IT support services are a core component of IT management for a law firm. Technology plays a crucial role in the everyday processes of a legal practice, from managing case files and client information to communicating with staff and maintaining a secure network infrastructure. Law firms rely heavily on technology to track billing and keep a record of important interactions with clients , so it’s necessary to have a dependable IT management strategy in place. Managed IT services in San Francisco gives law firms the opportunity to ensure that everything from networks to email to regulation adherence is covered. Any area of IT can be addressed. With professional assistance, your law firm can cut operating costs and improve efficiency at the same time.
IT Support Law Firms Seek
Law firms require several core IT services to ensure their operations run smoothly and securely. These services include network management, data storage and backup, cybersecurity, and practice management software. Network management is a critical service that manages the law firm’s local area network (LAN), wide area network (WAN), and Wi-Fi networks. A managed network service includes firewall protection, network monitoring, troubleshooting and problem resolution, performance management, and design and implementation. Security is a significant component of network management, to help with safeguarding client-to-lawyer online communications and other sensitive data. Automated data backup and disaster recovery solutions provide law firms with a simple way to protect their critical firm data. The goal of any data protection solution is to ensure vital firm information is recoverable in the event of a security or technical breach, such as in ransomware scenario when the data has been compromised; or a natural disaster, such as fire, flood, and more. Recoverable data is critical for any law firm, even if they are small like solo or small firms, because bar associations require law firms to have a plan for protecting client data. Cybersecurity includes securing all networks, devices, servers, and applications —whether onsite, in the cloud, or hybrid. Security updates to software and monitoring for malicious activity are important components of a full-fledged cybersecurity solution. Cybersecurity protections may also have additional compliance requirements based on the laws and regulations applicable to the firm. Client management systems are also a key IT service for law firms. Practice management software or "legal practice management" software makes it easier for attorneys to manage their law firm activities and their caseloads. Practice management software also provides client information management tools essential for practice management. Practice management software for law firms varies in features, functionality, and pricing.
Advantages of Outsourcing IT Support
When law firms decide to outsource their information technology support, they often do so for a number of compelling reasons. Cost-effectiveness is just one of them. Having an unlimited number of "free help desk" incidents, a set number of hours of on-site support, and access to 24/7 network monitoring means problems are addressed right away as opposed to waiting until issues become disasters.
Sometimes outsourcing also makes a lot of sense simply because sometimes it is more cost effective than hiring in-house personnel to troubleshoot and fix issues. On a related note, outsourcing IT support gives firms access to the deep pool of talent personnel providers offer.
Lawyers and other personnel have increased time to work on legal matters because they can draw on this talent to solve problems. Because of the need for security, not all parts of firms’ IT environments are ‘front-facing’ (those that must adhere to state and federal rules and regulations). Outsourced technical support personnel will have the knowledge necessary to ensure that these security requirements are met, therefore minimizing the risk of compromising confidential data.
A major benefit of IT outsourcing is that firms gain access to emerging technologies that are being used and implemented in the marketplace. Law firms – especially smaller ones – are especially vulnerable to cybersecurity risks. Outsourced IT support personnel will be on top of the latest trends in the types of threats emerging in today’s economy.
Cybersecurity for Law Firms
Law firms hold an unusual and important place in our society, outside of the traditional big-company/big-data and other security incentives that drive most enterprises. The FBI recommends protecting data in transit with SSL/TLS and also recommends using specialized software to help control information exchanged with outside contacts. Lawyers and law firms are of particular concern to cybercriminals because of the sheer amount of personal, financial, and medical information they have accessible. It is particularly alarming that embedded and third-party cloud apps are actually said to be riskier to protect than e-mail , and yet e-mail is still the most commonly used tool for business communications in companies of all sizes. A breach of your data protection responsibilities can lead to fines, negative publicity, loss of business and even loss of a practicing license; some state laws are much stricter than others. Your law firm IT support team understands the intricacies of cybersecurity laws in your jurisdiction and can help you set up a compliant data protection policy.
Selecting Law Firm IT Support Providers
- When selecting the right IT support provider for your law firm, there are several key considerations that need to be given thorough thought to ensure you make the best choice. Some of these critical areas are listed below for your reference when evaluating IT support services for your law firm.
- It’s a given that the IT support provider you select should have clear confidence in their technical skills. This is usually demonstrated through industry certification of their technical support personnel and the continual education that they must complete to retain these certifications. The certification should also cover multiple technology brands and ideally several industry verticals.
- Most law firms are going to require more than just a technician to put out the daily fires that typically occur in even the most well-maintained technology environments. It’s essential that the IT support provider has access to a complete team of technical specialists to draw on to ensure that every aspect of your technology is handled properly and in a timely manner. This also has to include the ability to deploy integrated technology solutions that can provide a law firm with the latest capabilities and highest levels of efficiency.
- While it’s not unreasonable for a smaller IT support provider to manage a law firm with as many as 50 employees, larger firms with a high number of employees and complex technology systems might be better off using a provider that has at least 15 or more technical team members. This might also depend on the number of compared fee earners and where they are located.
- It is usually a bad idea for any IT support provider to require ongoing lock-in contract agreements. This is also true for monthly service agreements or any type of managed service offering. Typically, this is a clear indicator that their service has issues and they are concerned about losing customers if they allow them to leave without being locked into long-term contracts.
- Many IT support companies will promise you virtually everything and not deliver on any of it. While the sales pitch will sometimes sound very sincere, it is fairly easy to determine from customer testimonials whether or not the IT service provider delivers on their promises.
The Future of IT Support in Law Firms
One of the most significant future trends in legal IT support is the integration of Artificial Intelligence (AI). With the ability to analyze massive data sets, AI helps lawyers perform research and discover information that leads to better and more informed legal arguments. AI can also empower client support teams with virtual assistants to answer initial queries before transferring clients to a human.
Remote work solutions are also driving IT trends in law firms. Remote monitoring of systems allows for more efficient troubleshooting and support, while virtual private networks (VPNs), cloud computing , Citrix virtualization and remote access software extend fully collaborative environments to employees working from home or traveling. A centralized remote desktop management system provides both security and productivity to all workers whether they are sitting at a desk or working remotely.
Cloud computing is also expected to continue booming in the legal sector, and IT service providers have begun offering applications such as hosted Microsoft Exchange, hosted SharePoint and managed email security/archiving in response. Convenience, affordability and scalability have positioned cloud services as an attractive option for firms of all sizes.
Of course, the motivation behind the adoption of all of these support technologies is centered on a single goal: improved client service.