by Christopher Zegers, Director of Information Technology, Herrick Feinstein LLP
The daunting task of improving your systems during an economic crisis can not be understated. The decisions you make now must be level-headed and future-resistant. Is it time to take Linux seriously? Do we really need to upgrade PC’s if we can convert them into thin clients? What am I getting myself into with Sharepoint? Will attorney and client demands change with frugality? How can I possibly afford going with a managed host provider?
I am in the enviable position of having inherited a managed hosted system put in place four years ago which has yet to experience a full-service outage of email, or document management. I attribute this success to the host’s ability to keep the infrastructure updated and stable by a combination of comprehensive pre-deployment lab testing and continuing education of their staff. The are like a utility for the firm. When I need upgrades and patches to be done, I tell them, they research and test, and they put them in place. It is an investment, but you can be assured to get the most out of your suite of investments.
The basic pitch -
With managed hosting, I have access to skilled database, security, and infrastructure specialists who benefit from having a solid process, a complete quality assurance infrastructure, and exposure to a variety of production systems. I don’t need their expertise all the time and my needs would not keep them busy, interested, and current with technologies, particularly during an economic downturn. Quality assurance facilities and talent retention are key to a successful host, and should be part of their pitch.
Know your team -
Herrick, Feinstein LLP, a law firm of just less than 200 attorneys and 200 non-attorneys, established managed host services with MindShift Technologies eight years ago, whereby the host implemented and supports the “core” of the IT operations. Herrick and Mindshift were fortunate enough to have each other, as they were both new to the business of managed hosting.
Not every firm will be so lucky. I can only say that they deliver what they say they will deliver, and it works. The designer and “owner” of the system, along with his team, are still there, plugging away. This man is proud of what he’s created and treats it like a baby. I can reach any tech on staff and they help me; no formalities. This is what allows me to react quickly when I get the call rather than the support center. When interviewing potential hosts, meet the staff, all of them. You will be relying on these people to maintain your systems and help when needed.
Mark your territory -
There are components of your system that benefit from the level of attention inherent in a managed host environment. There are other components which can be kept in-house. Finding the right balance means saving money - the less you require of the host, the less it should cost you. It is advisable to contain the host’s responsibilities to technologies that require constant attention, and continued certification.
Hosts in the legal vertical should likely own the desktop, server and network infrastructure, email, IP phones and document management. Internal IT should provide end-user support, to ensure the personalized touch and to act as the conduit to the host when more complex needs and issues arise. Departmental- or industry-specific applications used by only subsets of the firm are most cost-effectively managed by internal IT, as these will likely not be in the host’s sweet spot and do not require constant diligence with respect to improving upon your investment. Daily operational moves-adds-changes are best in the hands of your internal group, as are PC’s and thin-clients, mobile devices, and multifunction printers.
With this configuration, your internal operation focuses on support and training, business analysis and project management. The latter two disciplines are key to getting the most value out of your host.
Continuous Improvement -
You have made significant investments in technologies which are never 100% utilized. Internal analysis of unused capabilities to exploit in an investment, coupled with confidence that your managed host can execute your decisions, takes the anxiety out of the add-on modules, upgrades, and integration requests. You have seasoned professions you can rely on who will help you maximize the return on your investments.
About the author
Christopher Zegers is Director of Information Technology at Herrick, Feinstein LLP. Chris has more than 12 years of experience as a legal information technology manager. His experience providing strategic direction to law firms ranges from early internet adoption and Y2K system compliance to office build-outs, video conferencing, business process re-engineering, and business continuity development.
Chris also oversees the Litigation Support department and is a member of Herrick's eDiscovery Task Force, which monitors--and helps ensure compliance with--new developments in corporate data preservation requirements and technologies.
