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A common business expression states, “you can only manage what you measure,” and nowhere is that more applicable than
with legal helpdesk support. Measuring service levels, ticket volumes, conversion staffing levels, and user satisfaction are all
important aspects of running a successful helpdesk, but only of true value if compared to other metrics, and more importantly,
acted upon.
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A common business expression states, “You can only manage what you measure,” and nowhere is that more true than
with legal helpdesk (also often referred to as the service desk) support. Measuring service levels, ticket volumes,
conversion staffing levels, and user satisfaction is only of value if the available data is compared to other metrics,
and most importantly, acted upon. While gaining access to such data might be difficult without internal (or outsourced)
helpdesk reporting technologies and software, a recently published report on helpdesk vitals should enlighten firm
administrators interested in the state of their firms’ user support function.
View the full article here.
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As a CIO I have had some experiences where I would have bet that 1.2 million tickets were the number of
problems reported in that given week. In this case it is the number of law firm trouble tickets analyzed
by Intelliteach to produce the Guru’s Guide (2nd Edition)
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Intelliteach has published the 2nd edition of the legal service desk Guru Guide report aggregating independent
law firm user support and service desk statistics and metrics. The updated guide provides unique benchmark data
relating to the most supported legal applications as well as service desk staffing and service quality ratios
pre and post software conversions, among others. The guide is based on 1.2 million service desk tickets collected
and analyzed from January 2010 through June 2011 across a variety of law firm sizes, locations and hardware/software
configurations
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Business audits and financial check-ups are an important component of not only corporate life but also law firm
operations. Gathering business intelligence about law firm clients, firm profitability, new business opportunities
and the like is increasingly becoming a legal executive priority. What about as it relates to user support though?
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What has helped launch and support your career path? I have found the number one
ingredient to launching and sustaining my own career is being passionate
in helping others. This is particularly important in any support organization.
I have met many people that had the background, education and other
credentials to technically be outstanding at a job, but lacked a burning desire to
help others; the motivation to go the extra mile and see things through to
completion just wasn’t there. One of my role models, my mom, often says,
“People don’t care how much you know, until they know how much you care,”
and that could not be truer.
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It’s 2020. As we reflect back on the many changes technology has brought to the management of the
service desk (once known as the helpdesk) over the past 10 years, today a do-it-yourself, self-serve
landscape prevails. By now, the number of instant-messaging requests has exceeded live calls for the
first time. Email requests have stabilized at approximately one third of total volume, which has stayed
consistent over the past 10 years …
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The Pareto Principle states that for many events and occurrences, roughly 80% of the effects come
from 20% of the causes. Better known as the 80-20 rule, this ageold
axiom has modern-day application, particularly in business and
economics. The same holds true in the world of the legal helpdesk,
where a majority of user support calls, independent of firm size,
geography or hardware/software configuration, typically pertain to
just a handful of the most popular legal applications.
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Asking the Right Questions. When is the last time you took your helpdesk’s pulse and got
a sense of user vitals? How quickly are support tickets being
resolved? What are the top ticket categories and why? What
effect do major software conversions have on staffing and
service quality? What do your users think about the helpdesk,
and how satisfied are they? If you are measuring these types
of data points, are you actually managing and implementing
change based on the data at hand? While gaining access to
such data assumes a certain level of internal (or outsourced)
helpdesk reporting technologies and software, there’s no
excuse for turning your back on benchmark data, which,
believe it or not, is now available.
View this article in PDF.
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A popular business axiom states you can only manage what you measure, and nowhere is
that more true than in the realm of legal helpdesk (also often referred to as the service
desk) support. Measuring service levels, ticket volumes, total incidents, and user satisfaction
is only of value if the available data is compared to other metrics, and most importantly, acted
upon. While gaining access to such data assumes a certain level of internal (or outsourced) helpdesk
reporting technologies and software, there’s no excuse for turning your back on benchmark data.
View this article in PDF.
This file has been downloaded 0 times.
You can only manage what you measure. Measuring service levels, ticket volumes, and user
satisfaction is only valuable if it can be measured over time, compared and analyzed to
other metrics, and acted upon. Gaining access to the needed data is critical to any managed
process. Having and utilizing the necessary tools are imperative to providing effective and
efficient helpdesk and deskside support.
This report was compiled by Intelliteach, a legal-specific helpdesk outsourcing company.
The data represents actual law firm results across a variety of law firm sizes, locations,
and hardware and software configurations for the period of January 1 – June 30, 2010.
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Below is a list of the Top 25 Conversion Questions received from end-users during their
recent migration to Office 2007.
The list was compiled by Intelliteach, a legal-specific helpdesk outsourcing company,
and included requests from over 8,000 law firm end-users across a variety of firms,
sizes, locations, and hardware configurations for the period of January 1 – June 30, 2010.
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Below is a list of the 12 things users struggle to do with their recent migration to Word 2007.
The list was compiled by Intelliteach, a legal-specific helpdesk outsourcing company, and
included requests from over 8,000 law firm end-users across a variety of firms, sizes, locations,
and hardware configurations for the period of January 1 – June 30, 2010.
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With the worldwide release of Office 2010 in June, Microsoft has once again unleashed a frenzy of
new software purchases — and even more Office upgrades — globally. While Microsoft is touting the
versions of Office 2010 preinstalled on new PCs for consumers, business customers, including law
firms, have to carefully weigh their options when contemplating an upgrade. In addition to the
obvious end-user productivity, software, training, hardware, and IT resource costs associated
with such an upgrade, law firms have to think twice about what such a “mission critical” upgrade
might mean for their internal help desks and their ability to best serve the firms’ users.
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We have all had our experiences with the law firm help desk – maybe as a user
needing after-hours assistance in setting up a remote connection from the road,
or as a firm administrator responsible for balancing adequate staffing with cost
justification to provide users with uninterrupted and consistent user support.
Referred to by some as the help(less) desk and viewed by others as a necessary evil
of operating a law firm, the legal help desk or service desk as it is known throughout
the world is a vital component of internal legal user service delivery. While there
are no silver bullets or magic formulas to service desk bliss, there are best practices,
proven methodologies and useful tips and tricks that every firm administrator should
be aware of and have the opportunity to put to the test.
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Eversheds LLP today announced it has selected Intelliteach, the legal-specific outsourced service desk company,
on a pilot basis to assist with a Microsoft Office 2007 software upgrade. This is the first Intelliteach client
agreement with a UK headquartered international law firm, and adds to the service desk support which the IT firm
already provides to 18 large US-based firms with UK offices.
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Few industries have avoided the strain
of budget cuts, hiring freezes and common
economic troubles brought on by the current
recession. The legal industry is no exception,
having been hit harder than at any
time in recent memory, and certainly since
the early 80s. Unlike previous downturns,
every timekeeper and administrative department
has been subjected to close scrutiny
and the necessity to defend the value
they provide their firms. This includes IT
departments and those in user-facing roles,
like service desk personnel.
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Troutman Sanders LLP has grown since its humble beginnings
back in 1897. The law firm now boasts 16 offices
around the globe, 680 attorneys working in over 50 practice
areas, and approximately 800 support staff. Its IT department
is made up of about 55 professionals, most of whom
are based in the firm's Atlanta headquarters.
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