Recent Projects

Hill Dickinson IT Service Delivery Improvement

Below is an example of one of our more recent projects involving IT Service Improvement.

Management by instinct can only take you so far. Hill Dickinson wanted measureable, SLA based IT Service that delivered excellent service to the business units time and time again. It was looking for sustained and noticeable IT Service improvements and the embedding of a continuous improvement culture in its IT service teams.

Hill Dickinson turned to its long term and trusted advisor Lights-On Consulting to help it achieve this and Lights-On was appointed as interim Head of IT Services and started the process with ensuring everyone was on board.

With people on board and initial due diligence complete, we then conducted a customer services review to see what was important to the Partners and staff of Hill Dickinson and to provide a focus for our effort ensuring we were focussing on what the customers needed.

Following the review, Lights-On helped the team re-structure an existing project to implement a new service management system and delive it agsinst clear, measurable objectives.

We then worked with the team to implement a new set of service metrics including time to answer, time to fix, % fix by the desk and call abandonment rate and then set about helping drive service to deliver those key metrics whilst at the same time building stronger bonds between the different IT teams to ensure the service desk had the support it needed to deliver excellent service.

We had good IT but we wanted improved levels of customer service and a real streamlined approach to providing and measuring our service. Lights-On is delivering that and we can see clear, sustained improvement in our Service Desk.

Iain Johnston, COO

Lights-On has not only carried out the review including a customer survey and analysis of our service metrics, but they have filled a management gap we had in Head of Operations and continue to measurably improve service whilst helping us recruit a permanent employee to pick up the mantle. They really are a life saver!

Keith Feeny, Director of IT and Operations
If you feel your ITService Desk could be improved or you need to measure its service, we can help. We can also audit you for the ISO/IEC 20000 service standard if required


We take pride in our ethos of independence, depth of knowledge and ethics


Consulting is a confidential business and the sectors in which we operate demand even greater levels of confidentiality. We take it very seriously and practice what we preach.


Experience is as much about learning from mistakes as it is from doing things right first time from planning and consideration.


That ethos of “if it feels wrong, even if others don’t think it is, then avoid it” remains a strong principle for Lights-On today.


Integrity is at the heart of what we do. We are not a regulated industry like the legal sector in which we often operate however we treat work as if we were regulated.


Most of Lights-On’s consultants come from a wide background of IT and management covering sectors as wide as banking, the energy sector, manufacturing and consultancy.


"Lights-On’s deep sector knowledge and excellent support was invaluable in selecting our new Practice Management System. We really could not have done it without them"

Mark Finch Finance Director Mills & Reeve

"Lights-On now acts as a trusted advisor and sounding board to our business."

Keith Feeny Director of IT & Operations Hill Dickinson

"Good people who are great to work with and really know their stuff"

Duncan Astill Partner Mills & Reeve

"I am sure that, without their help, we would have paid more for something that would have achieved less."

Tim Halstead Managing Partner, Shulmans Solicitors

"Lights-On are utterly consistent and reliable."

Jo Stone Partner, Stephens Scown Solicitors

"Lights-On provided a wealth of knowledge enabling us to start shaping our IT strategy. The team were able to give honest feedback and recommendations. Lights-On never let us down and I wouldn’t hesitate to recommend them."

Louise Igoe
Louise Igoe Partner, Lodders

"As a novice to a project of this nature [PMS Selection] they brought me up to speed quickly and helped the team drill down into what really mattered."

Duncan Astill Partner, Mills & Reeve

"We were highly impressed with their services"

Chris Lowe Managing Partner, Watson Farley Williams

"We have benefited greatly from Lights-On’s considerable understanding of the legal sector and available technological solutions, as well as from their consistently practical, outcome-focused advice"

Roland Millar Finance Director, Thomson Snell & Passmore LLP

"When taking on business critical projects, you need the specialist skills, professionalism and commitment provided by Lights On. We have used Lights-On for several key projects and their approach instils confidence and achieves project objectives."

Dean Mostert ICT Director, Stephens Scown LLP

“Lights-On were superb on our DMS project. I highly recommend them. Professional, focussed, knowledgeable, pragmatic, organised and always adding value. If you are planning a new PMS, DMS or similar, think very carefully before going anywhere else.”

Jonathan Thornton Managing Partner, Russell-Cooke

"As a Partner and FD, when it comes to spending money, I'm not keen unless there is clear ROI. Lights-On proved that they were well worth the investment."

Mike Borg
Mike Borg Partner and Finance Director, Lodders