Known as being inherently traditional and highly resistant to change, the legal industry has been struggling to keep up with the rapid pace of innovation and adopt emerging technologies. But since progress is a prerequisite for success in all domains and one can only resist change for so long, recent years saw a notable shift in this respect, with law firms around the globe leveraging an array of advanced digital solutions as a way to deliver more affordable and efficient legal services to their clients and maintain their competitiveness in an ever-more technologized world.
This industry-wide trend towards embracing technology presents legal practices and professionals with the challenge of managing their increasingly complex IT infrastructures and ensuring high levels of cybersecurity. That’s where managed IT services for law firms come into play to help legal providers address the unique IT-related challenges they’re facing and maximize their use of technology.
Therefore, this guide aims to provide an in-depth look at managed IT services in a legal context, exploring key aspects like client data protection, cybersecurity concerns, selection criteria for choosing MSPs, software solutions, benefits, and more.
Introduction
According to recent statistics, 61% of law firms have increased their tech investments, 44% already use cloud-based software solutions, and 40% of legal departments have embraced AI technology. Moreover, the global legal technology market valued at $28 billion in 2022 is set to reach $35.6 billion by 2027. With technology becoming more and more widespread in the legal industry, so is the use of managed IT services that can cater to the specific needs and requirements of firms and professionals operating in the legal sector.
By outsourcing their IT-related tasks to a managed services provider (MSP), these legal entities can gain access to specialized skills and expertise, navigate technical complexities with greater ease, take advantage of the numerous innovations employed to streamline operations in the legal field, and ultimately benefit from a stronger and more resilient IT infrastructure.
Importance of Cybersecurity for Law Firms
Cyber-attacks – particularly ransomware and network breaches – continue to represent a major cause of concern for enterprises, organizations, and professionals in all industries, but especially for those who hold important data that can be exploited by cybercriminals for financial gain. This puts law firms at a higher risk of being targeted by malicious entities due to the large volume of sensitive information they collect from their clients and underscores the importance of implementing adequate cybersecurity solutions and keeping their IT systems safe.
At the same time, law firms are morally and legally obligated to ensure their clients’ data is properly stored and managed and won’t fall into the wrong hands. This duty of care covers aspects related to hardware, software, and other tech tools and systems involved in data processing.
The consequences that law firms can experience for cutting corners when it comes to cybersecurity and failing to keep cyber-attacks at bay are varied and wide-reaching, ranging from damaged reputation and losing customers’ trust and confidence to operational disruptions, financial loss, heavy fines, and even loss of license.
Real-world Examples
In recent years, an ever-growing number of law firms started reporting cybersecurity incidents. In 2020, two leading law firms, Seyfarth Shaw and Fragomen, Del Rey, Bernsen & Loewy, confirmed they had fallen victim to cyber-attacks. Seyfarth Shaw was the target of an aggressive ransomware attack in which hackers blocked access to many of their essential systems. It took the law firm several days to restore access, but fortunately, client data was unaffected.
Fragomen experienced a data breach most likely caused by compromised credentials, which led to an unauthorized third party gaining access to a document containing employment eligibility data of Google employees.
These examples prove just how crucial it is for law firms to prioritize cybersecurity and develop robust strategies to protect themselves against these types of incidents. The most important measures they should consider in this respect include:
- Routine risk assessment
- Regular monitoring and testing of security controls
- Restricting access to confidential and sensitive information
- Conducting security awareness training for employees
- Instating a firewall
- Using encryption to protect sensitive data
- Establishing a response plan to handle security incidents promptly
- Purchasing cyber liability insurance
- Implementing advanced tech solutions like AI-based tools and zero-trust architecture
Managed IT services can help law firms select and implement the best methods and strategies to enhance cybersecurity and minimize the risk of cyberattacks and their devastating consequences.
Protecting Client Data
Data protection laws and regulations have become more stringent than ever and continue to evolve and adapt to the changing needs of the world. This means that law firms have to keep up and comply with the numerous legal provisions covering data protection and privacy, such as the General Data Protection Regulation (GDPR), the Personal Information Protection and Electronic Documents Act (PIPEDA), or the Health Insurance Portability and Accountability Act (HIPAA), depending on their location.
In their day-to-day activities, legal service providers manage different types of sensitive data, including personally identifiable information (PII), intellectual property (IP), business transaction data, trade secrets, and confidential attorney-client-privileged data. This makes the task of protecting clients’ information all the more important and challenging and emphasizes the necessity of finding a reliable managed IT service provider that can assist law firms in this regard.
There are various steps law firms can take, and that managed IT services can help with, to ensure data privacy and keep sensitive information safe, as follows:
A Robust Data Security Policy
Every law firm should have a clear and comprehensive data security policy outlining the guidelines, recommendations, and best practices they need to follow when storing and handling client data to ensure it remains accessible and safe at all times.
Data Encryption
Advanced encryption is a highly effective solution that law firms can employ to add an extra layer of security to their data and prevent unauthorized access. This implies transforming plaintext data into unreadable text that can only be decoded with a decryption key, so even if hackers gain hold of the data, they won’t be able to use or tamper with it.
Strong Passwords and MFA
Cybercriminals are always on the lookout for vulnerabilities, and passwords remain one of the weakest points in law firms’ security systems. Therefore, setting up stronger passwords and implementing multi-factor authentication (MFA) is a must for legal services.
Secure Cloud Storage
Transitioning to the cloud provides law firms with easy and convenient access to digital resources, supporting flexibility and scalability. Data security is one of the most important aspects to consider when selecting cloud providers.
Backup and Recovery of Data
In the event of system failures or other issues that might lead to data damage or loss, regular backups allow law firms to retrieve the affected data from the copies they’ve created.
Access Controls
Access to sensitive information within a law firm should be restricted to a limited number of authorized employees to minimize the likelihood of human errors that could put data security and privacy at risk.
Incident Response Planning
Data breaches happen without notice, which stresses the need for law firms to have a plan in place on how to react and respond to these incidents so they can minimize damages and resume normal activity in the shortest time possible.
Privacy Compliance
Compliance with industry-relevant data security and privacy rules and regulations within their respective jurisdictions is a legal obligation for law firms. This guarantees legal providers follow strict guidelines and employ best practices to safeguard client data.
Managed IT services for law firms can help legal practitioners improve their data security by implementing advanced security solutions and protocols, continuously monitoring IT networks for threats, ensuring compliance with data protection laws, and putting their IT skills and know-how at law firms’ disposal.
Essential Software for Law Firms
These days, there’s a varied and ever-expanding selection of specialized tech tools, software, and applications that law firms of all sizes can take advantage of to handle specific tasks and complete their daily activities in a more efficient manner. Here’s a look at some of the most useful software solutions that law firms should consider including in their tech stack and how each of them can help.
Legal Case Management Software
Case management software makes it much easier for law firms to effectively organize and keep track of the numerous tasks, procedures, steps, deadlines, and documentation that handling a legal case implies. Clio, MyCase, and PracticePanther are some of the most widely used case management tools available.
Document Management System
Law firms generate and process large volumes of documents and records that a document management system or DMS like Gavel, NetDocuments, SmartVault, and iManage can help store, organize, and manage.
Time Tracking and Billing Software
Tasks like monitoring team activity, calculating billable hours, handling client invoices, and managing payments and funds in a law firm can be facilitated and streamlined by software solutions like QuickBooks, TimeSolv, and Bill4Time.
Legal Research Tools
Tools and services like Westlaw, LexisNexis, and Bloomberg Law can assist law practitioners in conducting legal research – known to be a highly complex and labor-intensive process that can make the difference between winning and losing – by providing quick and easy access to a wealth of information and offering advanced search features to help them gain the insights they require.
Communication and Collaboration Tools
Law firms can improve communication and collaboration with clients and between team members by employing specific software solutions such as Microsoft 365, Slack, Zoom and other similar tools.
E-Discovery Software
E-discovery tools have emerged as real game changers for legal teams, prompting the switch from manual to automated processes in handling electronic documents and data and significantly reducing time and money expenditure. Relativity, Everlaw, Nextpoint, and Logikcull are some of the solutions that law firms rely on to simplify discovery.
Cybersecurity Software
With law firms being a primary target for hackers, the use of advanced cybersecurity solutions such as firewalls, intrusion detection systems, anti-malware software, VPNs, encryption tools, and so on are key to ensuring optimal levels of security and protecting client information and law firms’ data.
Workflow Automation Tools
As law firms deal with multiple cases and legal matters at the same time, workflow automation tools like Zapier and LegalFiles can come to their aid and help them automate many of the repetitive tasks related to their work, allowing legal professionals to focus on other activities.
Training and Development Tools
The legal profession continues to evolve, and professionals in the field need to stay abreast of these changes and focus on continuous training and development. Various digital tools and training platforms like Litmos and Bridge can help legal practitioners keep their skills sharp and remain relevant in the rapidly shifting legal landscape.
Collaborating with a managed IT service for law firms can facilitate the selection, installation, and management of the software solutions that legal practices decide to integrate into their IT systems.
Proactive IT Management
Many law firms only address tech-related risks and issues after they experience disruptive incidents and handle problems as they arise. Proactive IT management takes a different route by aiming to foresee potential hazards and mitigate them long before they can turn into major problems and cause extensive damage.
By focusing on warding off issues instead of treating them, legal practices can ensure their IT systems remain safe and fully operational in the long run, reducing the risk of downtime and the host of negative consequences deriving from system failures. Managed IT services for law firms play an essential role in making the switch from a reactive to a proactive approach to IT management and helping legal providers check all the important boxes and key components of a proactive IT management strategy, as detailed below.
Regular Maintenance and Updates
Scheduling regular maintenance activities is crucial for preventing unexpected issues and ensuring all assets and systems that make up an IT infrastructure function flawlessly at all times. Preventive maintenance is a core component of managed IT services as they take a proactive stance in IT management. This implies focusing on tasks such as hardware and software updates, and regular system checks.
Monitoring and Support
Constant monitoring of IT systems guarantees timely detection of any issues that might hamper the activity of law firms. Managed IT services provide round-the-clock monitoring of law firms’ IT infrastructures and access to immediate support to make sure issues are addressed promptly and legal practices continue to operate without interruptions.
Cybersecurity Measures
Law firms need to continuously evaluate their security systems, identifying and patching gaps and vulnerabilities so they can actively prevent potential cyberattacks. Managed IT services are able to employ proactive cybersecurity tactics such as threat hunting, penetration testing, network and endpoint monitoring, and cybersecurity awareness training to help law firms maintain strong security levels and reduce the likelihood of common cyber incidents.
Asset Management
As part of proactive IT management, law firms also have to focus on keeping their tech assets in good condition to increase their longevity and efficiency. With managed IT services, handling IT assets throughout their lifecycle becomes a lot easier.
Service Level Agreements (SLAs)
A fruitful collaboration between a law firm and a managed IT service provider starts with establishing clear SLAs. This document outlines contract terms and conditions, ensuring that both parties are on the same page regarding the MSP’s responsibilities and standards of service, thus avoiding misunderstanding and unpleasant surprises.
Scalability and Growth
Proactive IT management also means designing a tech infrastructure that is capable of adapting as the law firm develops, supporting growth, and meeting legal professionals’ ever-evolving requirements. Managed IT services provide tailored IT solutions that enable law firms to prepare for the future, whether that means upgrading and integrating new tech resources, forecasting demand, or handling increased workloads.
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IT Support for Legal Practices
The support and assistance that managed IT services are able to deliver to law firms can take many forms, including:
Helpdesk Support
An effective helpdesk is an indispensable component of modern law firms as it can help address tech-related issues and concerns without delay, so lawyers don’t have to struggle to navigate IT intricacies on their own and lose precious time in the process. Managed IT services include reactive helpdesk in their offering, giving law firms the reassurance that no matter what tech problems or inquiries they might have, there’s always someone they can reach out to for help.
Onsite and Remote Support
Most managed IT service providers can deliver remote support or they can travel to their clients’ location for in-person assistance, depending on the nature and complexity level of the issues they have to handle. This means they can cover and promptly address all client needs, as required.
Network and Infrastructure Management
A law firm’s tech infrastructure comprises a diverse range of hardware and software solutions that have to perform optimally to support smooth operations. Managed IT services for law firms can take on the task of maintaining and managing all the components included in an IT network to avoid errors and disruptions and ensure peak performance.
Vendor Management
Law firms often collaborate with multiple software and hardware suppliers to streamline day-to-day operations. Managed IT services can step in and handle relationships with these external IT providers, maintaining an effective collaboration and securing the best offers.
Specialized IT Support
Law firms have unique technology necessities that require the assistance of specialized IT professionals. Managed IT services providers that are familiarized with the tech solutions legal practitioners need, and the challenges they face can offer secure and reliable support on all tech-related issues.
24/7 Support Availability
For many legal professionals, the workday extends well beyond usual business hours. This means they may require on-demand IT support, available at any hour of the day and night. Managed IT services for law firms can accommodate this need by providing clients with round-the-clock assistance.
Multi-Device Support
Legal professionals use a diverse range of tech gadgets and devices such as smartphones, laptops, tablets, desktop computers, and so on to conduct their daily activities. A managed IT service can provide support for all types of equipment included in their tech stack.
Disaster Recovery Support
Cyber issues can strike at any time and spell disaster for law firms. Fortunately, Managed IT services can intervene promptly when incidents occur, helping law firms minimize damages and recover the data and systems that have been affected.
Training and User Support
Managed IT services can handle tasks related to training and user support, helping legal teams acquire tech skills and knowledge to employ tech solutions safely and confidently and make the most of the technology they have at their disposal.
Client Portal Support
Legal practitioners often keep in touch with their clients and share important documents and updates with them via client portals. Managed IT services for law firms can ensure these online platforms are up to par in terms of security, operability, and functionality.
Key Considerations for Selecting a Managed IT Services Provider
Legal practitioners have to choose a reliable managed IT service provider that can align with their objectives and unique operational requirements. Here are the main aspects law firms should consider when evaluating managed IT service providers.
Certification
Trustworthy managed IT services hold relevant certifications from reputable industry organizations such as CompTIA, Microsoft, Cisco, etc. These certifications represent a seal of approval, indicating that the provider holds relevant skills and experience in the field and is able to deliver quality services.
Experience and Relevant Expertise
It’s best for law firms to partner up with a managed IT service provider that has extensive experience working with clients in the legal industry. This guarantees they have acquired relevant expertise and have a thorough understanding of the specific tech requirements of legal professionals.
Comprehensive Service Selection
Law firms boast increasingly intricate IT networks, which means their IT needs are just as varied. A managed IT services provider with a comprehensive selection of tech services is better equipped to cover the full spectrum of client needs in the legal landscape.
Reviews
Reviews from former and current clients are an important metric that law firms can use as a guide when assessing managed IT services and determining their reliability and trustworthiness. An IT provider with largely positive reviews can be relied on to deliver quality services and ensure optimal outcomes for law firms.
Scalability
The best managed IT service providers not only seamlessly integrate with existing IT systems that law firms employ and help them achieve their current goals but also facilitate and support growth by offering scalable IT solutions that can keep up with the firm’s development and changing needs.
Transparent Pricing
Price transparency is another aspect that law firms need to take into account when vetting managed IT service providers. Reliable IT companies always offer a detailed breakdown of their costs, eliminating concerns about hidden fees and unexpected expenses.
Communication and Support
Efficient communication is key for ensuring good collaboration between law firms and managed IT service providers. That’s why legal practitioners should inquire about the communication methods and style and the support capabilities of IT providers before striking a deal.
Security measures
Security should be a top concern for law firms when selecting a managed IT service provider due to the high volume of sensitive data they hold and their propensity to be targeted by cybercriminals.
Benefits of Managed IT Services
By contracting the services of a reputable managed IT services provider, law firms and legal practitioners can enjoy a plethora of benefits, such as:
Enhanced Security
Managed IT services can help law firms implement cutting-edge security solutions and thus bolster the safety and strength of their IT systems. This translates into reduced risks of cyberattacks and enhanced data protection and privacy for clients.
Increased Efficiency
By outsourcing IT tasks to a reliable managed IT services provider with a proactive approach to IT management, law firms can improve the efficiency of their IT infrastructure, so they can sidestep interruptions and boost productivity.
Cost Savings
Delegating specific tasks or transferring all IT processes to a managed IT services provider for law firms is much cheaper than investing in training, developing, and maintaining an in-house IT team. Therefore, legal professionals can access the necessary IT expertise and enjoy substantial cost savings at the same time.
Focus on Core Business
Leaving IT management in the hands of expert IT providers can relieve law practitioners of the burden of dealing with tech issues, freeing up their time and allowing them to focus on more important tasks.
Access to Latest Technology
Managed IT services providers can facilitate law firms’ access to the latest innovations and tech solutions at an affordable price point.
Scalability
With managed IT services, law firms benefit from scalable IT solutions that adapt and evolve with the company and seamless integration of new tech. This is crucial for legal practices looking to expand their operations.
Compliance and Regulatory Support
Compliance with relevant legal provisions regarding data protection and privacy, such as GDPR, CCPA, and HIPAA, represents another area where managed IT services providers can assist law firms.
Disaster Recovery and Business Continuity
While embracing proactive IT management can minimize risks and issues, some problems are simply unavoidable. The good news is that managed IT services providers can help law firms develop comprehensive disaster recovery and business continuity strategies so they can limit damages and get their operations back on track in the fastest time possible.
Improved Client Communication
Managed IT services can ensure all the channels and tools law firms employ to communicate internally and with customers are safe and efficient, leading to better collaboration and higher satisfaction levels.
Employee Productivity
The expert knowledge, skill, and support that managed IT services bring to the table can help legal teams perform their tasks more efficiently and increase their productivity levels.
Competitive Advantage
With managed IT services providers ensuring optimal functioning and performance of IT infrastructures, law firms can streamline tasks and workflows. This can help them gain a competitive advantage and keep one step ahead of other providers in the industry.
Peace of Mind
Having a host of IT experts working tirelessly to manage and maintain their IT systems, legal providers can relax and enjoy peace of mind, directing their attention towards other key areas of their practice, such as making strategic decisions and managing cases.
Case Studies: Successful IT Implementation in Law Firms
Case Study 1 – Phoenix Legal’s integration of AI tools
Phenix Legal, one of India’s most prominent law firms, established in 2008, was struggling to keep up with the large number of client inquiries that were flooding all its communication channels. To address this issue and make sure customers received prompt responses, Phenix Legal decided to resort to AI-powered tools. The integration of AI solutions of saw a notable shift in the firm’s ability to handle high volumes of repetitive tasks, leading to faster response time and increased client satisfaction.
Case Study 2 – Zahn Law Group’s use of legal billing software
Zhan Law Group, a New York-based boutique law firm offering a wide range of legal services, has issues tracking their expenses as their billing software at the time didn’t coordinate with the rest of their systems. After assessing their options, they chose to switch to LeanLaw, a different legal billing platform with advanced features and easy integration with other software solutions. The results were immediate: the law firm was able to make accurate time entries into their billing software, ensuring all their payments were processed on time.
Case Study 3 – Lee & Lee’s transition to the cloud
Singaporean law firm Lee & Lee was steeped in tradition and, like many other legal practices, it still handled many of its tasks manually and relied on heavily paper-based processes. When the health crisis occurred, they realized that this approach was not sustainable and hampered the firm’s operations. Therefore, Lee & Lee transitioned to the cloud to increase flexibility and resilience and become more efficient in the long run. Moving from paper-intensive workflows to a cloud-based DMS within six months resulted in numerous benefits for the company, such as reduced costs, improved security, and easier compliance.
Future Trends in Legal Technology
As technology is evolving at a faster rate than ever before, it’s vital for law firms to stay up to date with the latest trends in legal technology and prepare for the future. Some of the tech innovations that promise to shape the legal industry in the years to come include:
Artificial Intelligence and Machine Learning
AI and machine learning have been carving a path in all domains and the legal industry makes no exception. AI-based programs and solutions can take automation to the next level for law firms while also helping them make more accurate predictions, detect cyber threats, and support legal research efforts.
Blockchain Technology
Although still largely associated with cryptocurrencies, blockchain technology holds great potential in the legal sector, providing practitioners with an effective and highly secure alternative to managing legal transactions.
Virtual and Augmented Reality
VR and AR technologies are being increasingly employed by legal providers to design more immersive training experiences, facilitate remote court proceedings, reconstruct crime scenes, and improve the case management process.
Cloud Computing
Cloud computing is no longer a novelty for the legal profession, but its reach and adoption continue to rise as more and more legal teams resort to this technology to enable remote work and benefit from easy access to tech resources.
Legal Technology Startups
With the demand for tech solutions in the legal sphere surging, so is the number of tech startups offering a large variety of advanced tools and solutions for different tasks, such as case management, e-discovery, legal research, and more.
Internet of Things (IoT)
The use of IoT devices is another trend taking shape in the legal industry. By integrating these devices into legal processes, law firms can automate operations like data collection and management, document processing tracking, or predicting case outcomes.
Legal Analytics
Legal analytics tools are emerging as a useful tech solution that law firms can employ to identify patterns and trends from available legal data so they can improve their decision-making process.
Ethical and Compliance Considerations
Increased technology use in the legal sector has given rise to new ethical and compliance challenges and concerns, highlighting the need for legal practitioners to keep informed on regulatory changes and ethical considerations in this respect.
Environmental Sustainability
Technology paves the way for a more sustainable future for law firms where they embrace eco-friendly practices like using energy-efficient equipment and paper-free processes to lessen their carbon footprint.
Conclusion
While the legal industry was much slower to jump on the digital transformation bandwagon compared to other industries, this has begun to change in recent years, as more law practitioners have started implementing tech solutions and expanding their IT systems. As shown in this guide, managed IT services for law firms can make the shift towards harnessing technology applications much smoother and help legal professionals thrive in a digital age.