THE GURU’S GUIDE FOR
LEGAL SERVICE DESK SUPPORT
MICROSOFT OFFICE 2010 SUPPLEMENT
[an increase of 800,000 from the Guru 2nd edition last fall] collected and analyzed from January 2010
WHAT IS KEEPING YOUR SERVICE DESK BUSY?
by Intelliteach’s service desk from January 2010 to March 2012.
[ SERVICE DESK TICKETS: TOP TEN APPLICATIONS ]
21.5%
Microsoft Outlook
15.7%
Microsoft Word
Document
Management Systems
12.9%
5.9%
Remote Access
PDF Tools
(Adobe, PDF Docs, Litera)
5.4%
4.9%
Operating System
Network (password resets,
account creation, security)
4%
Internet Browser
3.9%
REMOTE ACCESS
is the
4th most frequent user support
ticket handled by the firm service
desk. How will your firm mitigate
the impact of London Olympicspecific commuter challenges?
40.6% of service
desk tickets related
to various versions
of Microsoft Office
3.4%
Microsoft Excel
Timekeeping (Elite, Aderant/
financial management)
2.3%
0
5%
10%
15%
20%
25%
THE CHANGING PROFILE OF MICROSOFT OFFICE TICKETS
As you would expect with so many law firms completing their Office 2007 or 2010 rollouts,
the proportion of these two versions is steadily increasing.
[ MICROSOFT OFFICE TOTAL TICKETS BY QUARTER ]
30000
Office 2010
25000
Office 2007
20000
Office 2003
15000
Office XP
10000
Pre-Office 2000
5000
0
Q1 2010 Q2 2010 Q3 2010 Q4 2010 Q1 2011
Q2 2011
Q3 2011
Q4 2011
Q1 2012
MICROSOFT OFFICE 2010
OFFICE TICKET VOLUME
MICROSOFT OFFICE 2003
has increased significantly since last year
and now represents 15% of all Microsoft
Office tickets with 8,494 service desk
tickets in Q1 2012.
as a percentage of all service
desk calls has been constant
over the last 4 quarters.
sees a steady drop in ticket
volume: from 49% in Q1 2011 to
28% 12 months later (Q1 2012).
MICROSOFT OUTLOOK: TAKING A CLOSER LOOK
Based on the 2 million service desk tickets collected and analyzed by Intelliteach,
Microsoft Outlook-related questions are the most frequent. How does this compare to your firm?
[ MICROSOFT OUTLOOK TICKET TYPES: A Q4 2011 Sampling ]
?
[ HOW-TO ]
[ SERVICE REQUESTS ]
specific functionality
questions
create distribution lists,
public folders, etc.
77.4% OF TOTAL
11.9% OF TOTAL
[ BREAK/FIX ]
!
performance issues,
error messages, etc.
10.7% OF TOTAL
[ A TIMELINE OF MICROSOFT OUTLOOK SERVICE DESK CALLS ]
Q1 2010
Q2 2010
Q3 2010
Q4 2010
Q1 2011
Q2 2011
Q3 2011
Q4 2011
Q1 2011
48% 47% 48% 49% 49% 49% 51% 52% 54%
[ INDIVIDUAL APPLICATIONS AS PERCENTAGES OF MICROSOFT OFFICE CALLS ]
OFFICE APPLICATIONS:
Outlook
Word
Excel
PowerPoint
Other