GURU’S GUIDE:

A Helpdesk Health Check

LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS

[ AGENDA ]

• INTRODUCTION• DEMOGRAPHICS• YOUR STATS• BENCHMARK STATS• HOW TO IMPROVE YOUR DESK• Q&A

[ INTRODUCTION ]

Lance Waagner• Vice Chairman of Intelliteach

• Former Law Firm CIO

• 20+ years in the legal industry

• ILTA Vendor Thought Leadership Award Recipient

• Active Member, speaker & writer for ILTA , HDI and ALA

Intelliteach • Service Desk Formed in 1998

• Provide both Service Desk Support and Managed Service to Legal

• 24/7/365 Live End-user Support

• Only work with Law Firms

• Over 35% of AMLAW 200

• Provides support to over 100,000 law firm users in 1250 locations in 50 countries

• Largest law firm specific service desk company in the world

• Contains over 8,000,000 previously resolved law firm requests

• Offices in Atlanta, London & St. Louis

[ DEMOGRAPHICS ]

Sample taken from 25,000 end users with tickets from Jan 1st 2013 – Dec 31st 2013 across a range of firm sizes, locations and various IT departments.

[ YOUR STATS ]

Graph 1: [ TOTAL USERS TO IT SERVICE DESK STAFFING RATIO ]

Total Users _________ ÷ Total Service Desk (SD) _________ = _________

Total Users _________ ÷ Total IT (Including SD) _________ = _________

Graph 1: [ TOTAL USERS TO IT SERVICE DESK STAFFING RATIO ]

Total Users _________ ÷ Total Service Desk (SD) _________ = _________

Total Users _________ ÷ Total IT (Including SD) _________ = _________

Graph 2: [ SERVICE DESK PRODUCTION ]

Average Monthly Tickets _________ ÷ Total Service Desk _________ = _________

Graph 2: [ SERVICE DESK PRODUCTION ]

Average Monthly Tickets _________ ÷ Total Service Desk _________ = _________

Graph 3: [ AVERAGE TICKETS PER END USER ]

Average Monthly Tickets _________ ÷ Total User _________ = _________

Graph 3: [ AVERAGE TICKETS PER END USER ]

Average Monthly Tickets _________ ÷ Total User _________ = _________

[ TOTAL USERS TO I.T. & SERVICE DESK STAFFING RATIO ]

[ SERVICE DESK PRODUCTION ]

[ AVERAGE TICKETS PER END USER ]

[ HOW TO IMPROVE YOUR DESK]

• ACD

• WFM

• Adherence

• Monitoring and Adjusting

• Bottlenecks

• Motivation

• Training

• Feedback

[ ACD ]

Automatic Contact (Call) Distribution System•Collects real-time & historical results and reporting of contacts (phone, email, vmail, chats) successful and unsuccessful •Routing of contacts based on time, volume or certain events•Optional recording of contacts•The “first step” in resource management

[ WFM ]

Work Force ManagementReal-time Actionable Views

Actual Contacts vs. Forecasted

Service Level Management

Outage Volume Management

[ ADHERENCE ]

• With WFM, Adherence becomes the largest challenge to a desk achieving its SLAs

• Staff motivation (covered in later slide)• Awards / Recognition• Flexible schedules• Carpool or Mass Transit incentives• Compensation

[ MONITORING & ADJUSTING ]

• Reports that matter to the people who are reading them (target to the audience)

• Exception reporting• Share with IT (training, networking, etc.) • Share with HR (hiring)• Share & Market to others (end-users)• Make adjustments to staffing, schedules, and learning

curriculums based on data

[ BOTTLENECKS ]

• Too many incidents / requests, not enough people to handle them

• Daytime or 24/7 coverage• Alternative routes to the desk• Self-Service

[ MOTIVATING ]

Care Rewards

•Adherence and Availability

•Personal Resolution Rate

•Submit or Cleanup 5 Knowledge Base Articles

•Training Hours used Appropriately and Clear Review Tab

•Call Evaluations and no Needs Improvements Surveys

•Top Ticket Producers Per Shift

[ TRAINING ]

• 150 hours of intensive onboarding training:• At the end of each week, the analyst is tested and must pass with a 90% or

greater in order to continue employment.

• 100+ hours of client specific training throughout the year.

• Microsoft Office Specialist (MOS) Certification:• Microsoft Authorized Testing Center.

• Nearly 1/3 of our analysts are MOS Masters which include certifications on Word Expert, Excel Expert, PowerPoint, and Outlook.

• Word certification is part of new analyst onboarding.

• Weekend Bootcamps:• Bootcamps are mandatory and are provided in addition to other training

initiatives.

• Refresh analysts skills on customer service (soft skills), troubleshooting, and client tools.

• Ongoing Scholarship and Internship opportunities for analysts to grow their skill set and progress professionally.

[ FEEDBACK]

• Per-ticket, end-user survey opportunity

• IT-wide ticket review• Other department

review• Bi-annual end-user

surveys for trending

[ CONCLUSION ]

Q & A??

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