1. A Helpdesk Health Check GURU’S GUIDE:
Intelliteach, Inc.
GURU’S GUIDE:
A Helpdesk
Health Check
LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS

2. HOW TO IMPROVE YOUR DESK Q&A
Intelliteach, Inc.
[ AGENDA ]
INTRODUCTION
DEMOGRAPHICS
YOUR STATS
BENCHMARK STATS
HOW TO IMPROVE YOUR DESK
Q&A

3. [ INTRODUCTION ] Lance Waagner Intelliteach
Intelliteach, Inc.
[ 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

4. Intelliteach, Inc.
[ 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.

5. Intelliteach, Inc.
[ 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 2: [ SERVICE DESK PRODUCTION ]
Average Monthly Tickets _________ ÷ Total Service Desk _________ = _________
Graph 3: [ AVERAGE TICKETS PER END USER ]
Average Monthly Tickets _________ ÷ Total User _________ = _________

6. [ TOTAL USERS TO I.T. & SERVICE DESK STAFFING RATIO ]
Intelliteach, Inc.
[ TOTAL USERS TO I.T. & SERVICE DESK STAFFING RATIO ]
This chart represent the end-user ration to both the total service desk as well as total IT (including service desk). Higher rations represent a more cost effective team in each category, assuming each team is delivering on their service levels and/or projects and objectives.

7. [ SERVICE DESK PRODUCTION ]
Intelliteach, Inc.
[ SERVICE DESK PRODUCTION ]
This chart represent the average number of tickets opened by the Service Desk in a given month. Above average numbers would be considered the more productive team, assuming quality isn’t lost by the higher production. We believe the smaller the firm, the more likely the desk is assuming multiple roles, thereby lowering traditional desk production.

8. [ AVERAGE TICKETS PER END USER ]
Intelliteach, Inc.
[ AVERAGE TICKETS PER END USER ]
This chart represents the average number of tickets per end-user per month (counting all end-users) and can be used to determine the health of the desk. Intelliteach typically sees a 2.1 tickets per user per month during normal operations or an increase to 2.1 (40%) for firms in large conversions or upgrades. Too low a number (<1.0) generally will reflect a non-effective desk (where the end-users are going around the desk OR analysts aren’t logging tickets) and too high (>3.0) generally reflects an unstable IT environment.

9. [ HOW TO IMPROVE YOUR DESK]
Intelliteach, Inc.
[ HOW TO IMPROVE YOUR DESK]
ACD
WFM
Adherence
Monitoring and Adjusting
Bottlenecks
Motivation
Training
Feedback

10. Automatic Contact (Call) Distribution System
Intelliteach, Inc.
[ ACD ]
Automatic Contact (Call) Distribution System
Collects real-time & historical results and reporting of contacts (phone, , 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

11. Real-time Actionable Views
Intelliteach, Inc.
[ WFM ]
Work Force Management
Real-time Actionable Views
Actual Contacts vs. Forecasted
Service Level Management
Outage Volume Management

12. Staff motivation (covered in later slide) Awards / Recognition
Intelliteach, Inc.
[ 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

13. [ MONITORING & ADJUSTING ]
Intelliteach, Inc.
[ 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

14. Too many incidents / requests, not enough people to handle them
Intelliteach, Inc.
[ BOTTLENECKS ]
Too many incidents / requests, not enough people to handle them
Daytime or 24/7 coverage
Alternative routes to the desk
Self-Service

15. [ MOTIVATING ] Care Rewards Adherence and Availability
Intelliteach, Inc.
[ 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

16. [ TRAINING ] 150 hours of intensive onboarding training:
Intelliteach, Inc.
[ 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.

17. Per-ticket, end-user survey opportunity IT-wide ticket review
Intelliteach, Inc.
[ FEEDBACK]
Per-ticket, end-user survey opportunity
IT-wide ticket review
Other department review
Bi-annual end-user surveys for trending

18. Intelliteach, Inc.
[ CONCLUSION ] ?
Q & A ? ?