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Many IT departments have become victims of their own success. They have implemented an impressive array of world class software, enabling lawyers to draft their own documents, send their own e-mails, market effectively to their clients, conduct their own research, record time and manage client billing. What is more, they have made these systems reliable and universally available as IT has become central to the operation of the firm. So they should expect to receive the unqualified thanks and praise of their lawyers, right?

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