"Our team now accesses extraordinarily more value from their ILTA membership within Giva while providing enhanced support to their legal professionals.

- Michael Jacobi, CTO

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Young Conaway's Results Using Giva's ILTA Integration

Being able to use ILTA with Giva provided Young Conaway:

Faster resolution times by eliminating system switching
More accurate, legal-specific solutions through ILTA's expertise
Greater value from ILTA membership during active support cases
Smoother workflows with in-system search and one-click access
Quick, no-code deployment using Giva's built-in framework
Better use of ILTA's premium content during real-time troubleshooting

About Young Conaway & ILTA

Young Conaway Stargatt & Taylor, LLP is Delaware's second-largest law firm. Founded in 1959, Young Conaway has grown to become one of Delaware's most respected legal institutions, serving local, national, and international clients from corporations, state governments, stockholders, and individuals. The firm maintains offices in Wilmington, Delaware, Charlotte, North Carolina, and New York City, with its main headquarters in downtown Wilmington.

Michael Jacobi serves as Chief Technology Officer at Young Conaway, a position he has held since August 2022. With an M.S. in Information Science from Penn State and extensive experience in healthcare and legal technology industries, Jacobi brings a wealth of expertise to his role managing the firm's technology infrastructure.

As an ILTA organization member, Young Conaway has access to one of the legal industry's most comprehensive knowledge repositories, containing solutions, best practices, and expert guidance specifically tailored to legal technology challenges.

"By eliminating the friction between problem-solving and knowledge access, our IT support team has not only improved their efficiency but also enhanced the quality of support they provide to their legal professionals."

"The ILTA and Giva integration at Young Conaway Stargatt & Taylor, LLP represents a perfect example of how creative and thoughtful technology integration can transform daily operations."

"I'm pleased to have worked with Ron Avignone, Giva, Inc. Product Leader and his development team on this integration and it was rapidly executed and tested by Giva."

- Michael Jacobi, CTO

How Young Conaway Reduced Resolution Times and Streamlined Legal IT Support with ILTA-Giva Integration

Michael Jacobi, CTO

Key Takeaways

In October 2024, Young Conaway Stargatt & Taylor, LLP's IT support team, led by Chief Technology Officer Michael Jacobi, partnered with Giva, Inc. to create a seamless integration between the International Legal Technology Association (ILTA) knowledge base and Giva's ITSM help desk software.

This innovative Phase 1 integration enables IT support agents to search ILTA's comprehensive legal technology repository directly from within their ticketing system, dramatically improving response times and solution quality.

The result: Michael Jacobi's team now accesses the "extraordinarily more value" from their ILTA membership within Giva while providing enhanced support to their legal professionals.

The Challenge

Before the integration, Michael Jacobi's team faced several significant obstacles that hampered their ability to provide timely, effective support:

Fragmented Knowledge Sources: While ILTA's knowledge base contained invaluable solutions for legal technology issues, accessing this information required leaving the help desk system, navigating to the ILTA website, and conducting separate searches. This context-switching disrupted workflow and increased resolution times.
Time-Consuming Research: Support agents spent considerable time manually searching through multiple systems and websites to find relevant solutions, often duplicating efforts and struggling to locate the most current information.
Underutilized Resources: Despite having access to ILTA's extensive knowledge base through their membership, the team wasn't maximizing the value of this premium resource due to the friction involved in accessing it during active support cases.
Inconsistent Solution Quality: Without easy access to ILTA's curated legal technology expertise, agents sometimes provided generic IT solutions that didn't account for the unique requirements of legal practice in a sophisticated environment.
Giva's AI Copilot: The Giva AI Copilot requires knowledge articles to be in the IT ticketing system for privacy and security measures. Given now much valuable content is in ILTA's knowledge base, an integration between ITLA and Giva would provide a high ROI.

The Solution

Recognizing these challenges, Giva, Inc. worked closely with Young Conaway to develop an innovative integration that would bridge the gap between their help desk operations and ILTA's knowledge base.

The integration of ILTA's Communities into Giva, Inc. leverages Giva's flexible Knowledge Search Provider functionality, which allows organizations to configure external websites for seamless searching from within the help desk interface. This feature, originally designed to integrate with common knowledge sources like Microsoft and Apple support sites, was perfectly suited for connecting to ILTA's specialized legal technology resources.

Technical Implementation

The integration works elegantly within Giva's existing framework:

In-System Search: When viewing a support ticket, agents can type their search query directly into Giva's interface.
One-Click Access: A simple button click launches a new tab with the ILTA knowledge base, pre-populated with the search query.
Contextual Results: Search results are immediately relevant to the legal technology domain, thanks to ILTA's specialized content curation.
Maintained Workflow: Agents can reference ILTA solutions while simultaneously working within their familiar ticketing system.

Phase 1 Functionality focused on establishing the core integration, enabling Michael Jacobi's team to:

Search ILTA's knowledge base without leaving Giva
Access relevant legal technology solutions instantly
Maintain ticket context while researching solutions
Leverage ILTA's expert-curated content for better problem resolution

Implementation Process

The integration was completed in October 2024 through a collaborative effort between ILTA, Giva's development team and Young Conaway's IT department under Michael Jacobi's leadership.

Seamless Deployment

True to Giva's reputation for easy implementation, the ILTA integration was deployed quickly without disrupting existing help desk operations. The process involved:

Configuration Setup: Giva's administrative interface was used to add ILTA as a Knowledge Search Provider.
Testing Phase: Michael Jacobi's team conducted thorough testing to ensure the integration worked smoothly with their existing workflows.
Team Training: Given Giva's intuitive design, minimal training was required for agents to begin using the new functionality.
Go-Live: The integration went live seamlessly, immediately enhancing the team's support capabilities.

Key Success Factors

ILTA's Robust Knowledge Base: The integration leveraged ILTA's comprehensive repository of legal technology solutions, best practices, and expert guidance.
Giva's Flexible Architecture: The platform's existing Knowledge Search Provider framework made the integration technically straightforward.
Collaborative Approach: Close cooperation between all three organizations ensured the solution met real-world needs.
Expert Leadership: Michael Jacobi's extensive experience in technology implementation and team management ensured smooth adoption.

Results and Impact

The integration has delivered measurable improvements across multiple dimensions of Young Conaway's IT support operations:

Enhanced Solution Quality: By having instant access to ILTA's legal technology expertise, Michael Jacobi's team can now provide more targeted, industry-specific solutions tailored to the sophisticated needs of a major Delaware law firm rather than generic IT responses.
Improved Efficiency: The elimination of context-switching between systems has streamlined the support process, allowing agents to research and resolve issues more quickly for Young Conaway's attorneys and staff.
Maximized ILTA Value: As Michael Jacobi confirmed in follow-up discussions, his team now gets "extraordinarily more value" from their ILTA membership by always using the knowledge base during active support cases.
Better Resource Utilization: The integration ensures that ILTA's premium content is easily accessible when it's needed most — during real-time problem-solving scenarios for one of Delaware's most prominent law firms.
Scalable Foundation: The Phase 1 implementation provides a solid foundation for future enhancements, with potential for even deeper integration between the platforms to serve Young Conaway's growing technology needs.

Looking Forward

The successful Phase 1 integration opens exciting possibilities for future enhancements at Young Conaway.

Potential Phase 2 Features

Advanced search capabilities with ILTA-specific filters
Enhanced integration with ILTA's community forums and discussion groups
Enhanced reporting on ILTA resource utilization

Industry Impact

As ILTA COO Corey Simpson noted, "The more members integrate their ILTA communities' knowledge into their ticket management system, the better their experience and more value they will derive from their membership. ILTA thanks both Young Conaway and Giva, Inc. for being creative and executing this high value integration". This integration serves as a model for how legal technology organizations can maximize the value of their professional associations.

Broader Adoption

The success at Young Conaway demonstrates the potential for similar integrations across ILTA's 26,000+ member community, representing law firms and legal departments worldwide. As Delaware's second-largest law firm, Young Conaway's implementation provides a compelling case study for other major legal practices.

Technical Specifications

Platform Requirements

Giva ITSM help desk software with Knowledge Search Provider capability
ILTA membership with web-based knowledge base access
Standard web browser support for new tab functionality

Integration Benefits

No custom development required
Maintains existing security protocols
Scales with organizational growth
Compatible with Giva's mobile app and other features

Young Conaway's Support Success Increases with Successful Giva/ILTA Integration

The ILTA and Giva integration at Young Conaway Stargatt & Taylor, LLP represents a perfect example of how creative and thoughtful technology integration can transform daily operations. By eliminating the friction between problem-solving and knowledge access, Michael Jacobi's IT support team has not only improved their efficiency but also enhanced the quality of support they provide to their legal professionals at one of Delaware's most prestigious law firms.

Michael Jacobi's feedback that his team now derives "extraordinarily more value" from their ILTA membership validates the integration's success and points to the broader potential for similar implementations across the legal technology community. "I'm pleased to have worked with Ron Avignone, Giva, Inc. Product Leader and his development team on this integration, and it was rapidly executed and tested by Giva", commented Jacobi.

This case study demonstrates that innovative solutions don't always require complex custom development — sometimes the most powerful improvements come from intelligently connecting existing tools to create seamless workflows that serve real user needs in sophisticated legal environments.

Enhance Your Help Desk Operations with Giva's Knowledge Base Integrations

Contact Giva to learn how your organization can implement similar integrations and maximize the value of your professional association memberships.

About Giva

Giva provides AI-powered, HIPAA-compliant ITSM help desk and customer service software trusted by organizations worldwide. With 25 years of industry experience and a median customer retention of 12.8 years, Giva delivers powerful functionality with exceptional ease of use.

About ILTA

The International Legal Technology Association is the trusted global resource community for legal technologists, serving more than 26,000 professionals worldwide with education, peer connections, and career support.

About Young Conaway

Young Conaway Stargatt & Taylor, LLP is Delaware's second-largest law firm, with more than 120 attorneys serving national, international, and local clients in sophisticated legal matters involving bankruptcy, corporate law, intellectual property, and litigation.

This case study was developed in collaboration with ILTA, Young Conaway and Giva to showcase innovative approaches to legal technology integration. For more information about similar implementations, contact Giva directly.

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