CMS Intelliteach Releases 3rd edition Guru’s Guide for Service/Help Desk Support Metrics

Sept. 11, 2012 - PRLog -- CMS Intelliteach, a comprehensive provider of business management and IT services to law firms, today announced the availability of the Guru’s Guide, 3rd Edition, a complimentary published report aggregating independent law firm user support and service desk statistics and metrics.

The updated and expanded Guru’s Guide provides unique benchmark data relating to the most supported legal applications, how ‘Bring Your Own Device’ (BYOD) policies affect the helpdesk, and analysis of support ticket ‘origins’ and ‘day of service’. It also provides analysis of service desk staffing and service quality ratios, both pre- and post-software conversions.

The data presented in the Guru’s Guide, 3rd Edition is based on 2.2 million service desk tickets collected and analyzed across a variety of law firm sizes, locations and hardware/software configurations. The full Guru Guide report is available at www.intelliteach.com/guru.

Guru Guide’s Guide, 3nd Edition findings include:
•   Top ticket categories: 41% of service desk tickets logged are specific to various versions of Microsoft Office, including 22% for Microsoft Outlook;
•   Increase in Microsoft Office 2010 tickets: Microsoft Office 2010 calls make up 19% of all Microsoft Office call volume, compared to 2% for the same period 12 months earlier;
•   Conversion & upgrade impact on the service/helpdesk: Conversions cause a significant increase in volume and add additional strain to existing resources, systems, and service quality. Based on Guru’s Guide, 3rd Edition data, ticket volumes increased by 42% during firm-wide upgrades;
•   ‘Bring Your Own Device’ policies’ effect on law firm helpdesks: There is a growing trend for law firms to introduce ‘BYOD’ to their user communities. With that comes the risk of increased user support incidents as evidenced in a 6+ month period where tickets for iPhones, iPads, and cloud technologies such as iCloud, Dropbox and WatchDox increased by roughly 40%;
•   Tickets by origin: 69% of end users are using the phone and 27% prefer to an e-mail message describing their technology issues.  However, it seems e-mail is far less efficient for both the user and the service desk: Tickets created via e-mail have a lifespan six times longer than those originated by telephone;
•   Tickets by weekday: Based on 2.2 million analyzed tickets, Tuesday sees the highest call volume (20.3%) and Friday (17.1%) the lowest.

“In developing the Guru’s Guide, 3rd Edition, we challenged our clients and any firm contemplating service desk outsourcing to leverage available data and metrics to assess the overall ‘health’ of their service desk,” stated Lance Waagner, President, former large firm CIO, and author of the previous two Guru Guides. “What are the top ticket categories and why? What effect do major software conversions have on staffing and service quality? These are vital questions. There’s no legitimate reason to ignore benchmark data now available through this report.”

CMS Intelliteach has launched a Web page dedicated to the Guru’s guide and related service desk resources and information. The site includes a downloadable Guru’s Guide PDF and invites site visitors to join the Guru mailing list for periodic metric updates and reports. Intelliteach invites you to send ideas and suggestions on what you would like to see in future Guru’s Guides to Guru@intelliteach.com.