THE GURU’S GUIDE FOR

LEGAL SERVICE DESK SUPPORTLAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS

3rd EditionAugust 2012

1

As was the case with the previous versions of the Guru’s Guide released in August 2010 and August 2011, the 3rd Edition is an evolving ‘work in progress’ report and will continue to be updated with fresh data, as well as new metrics and performance indicators.

The data and findings presented in the complementary 3rd Edition Guru’s Guide are based on specific technology infrastructure and service level assumptions. The report aggregates independent law firm user support and service desk statistics and metrics. It is based on 2.2 million service desk tickets (an increase of 1 million from the Guru 2nd Edition last fall) collected and analyzed from January 2010 through June 2012 across a variety of law firm sizes, locations and hardware/software configurations.

Items of note...

The data presented in the 3rd Edition Guru’s Guide is based on the following:

Analysis of more than 2.2 million law firm tickets

200+ major software rollouts and upgrades supported by CMS Intelliteach service desk analysts within the past five years

An Automatic Call Distribution (ACD) system receiving, distributing and reporting the results of all phone and email support requests is in place

A ticketing system automatically recording each customer interaction and soliciting end-user satisfaction is in place (IQTrack)

Any changes to the above systems or assumptions will alter the corresponding data.

GURU’S GUIDE: DATA & SYSTEM ASSUMPTIONS

2

CMS Intelliteach, the largest law firm-specific outsourced service desk company, has released the 3rd Edition of the Guru’s Guide, a comprehensive report aggregating independent law firm user support and service desk statistics and metrics. The updated Guru’s Guide provides unique benchmark data relating to the most supported legal applications, service desk staffing, service quality ratios pre and post-software conversions, Bring Your Own Devices (BYOD), and analysis of support ticket ‘origins’ and day of service. The data presented in the 3rd Edition is based on 2.2 million service desk tickets collected and analyzed from January 2010 through June 2012 across a variety of law firm sizes, locations and hardware/software configurations.

3RD EDITION GURU’S GUIDE FINDINGS INCLUDE:

EXECUTIVE SUMMARY

TOP TICKET CATEGORIES 41% of the 2.2 million service desk tickets closed are specific to various versions of Microsoft Office, including 22% for Microsoft Outlook.

The 4th most frequent user support ticket handled by the firm service desk is Remote Access at 7%.

READ MORE ON PAGE 4

THE CHANGING PROFILE OF MICROSOFT OFFICE TICKETSCMS Intelliteach has supported over 200 Microsoft Office rollouts over the past 18 months which has lead to a steady increase in the proportion of Microsoft Outlook tickets.

Microsoft Office 2010 calls make up 19% of the total Microsoft Office calls, compared to 2% for the same period 12 months earlier.

READ MORE ON PAGE 5-7

CONVERSION & UPGRADE IMPACT ON THE SERVICE DESK Conversions cause a significant increase in volume and add additional strain to existing resources, systems, and service quality.

Ticket volumes increased by 42% during firm-wide upgrades and took an average of 90 days to return to pre-conversion levels.

READ MORE ON PAGE 8-9

21 3

3

BRING YOUR OWN DEVICES

ere is a growing trend for law rms to introduce BYOD (Bring Your Own Device). We see a growing trend in the rst half of 2012, and we can only predict that this increase will continue to rise more sharply during the rest of 2012 and into 2013 and beyond.

READ MORE ON PAGE 10

TICKETS BY ORIGIN Data indicates that, on average, tickets created via email have a lifespan 6 times longer than those originated by telephone.

Email is far less e cient for both the user and the service desk: 78% of live (phoned-in) service desk tickets are resolved in that

rst contact whereas only 11% of email tickets can be resolved in a single contact.

READ MORE ON PAGE 11

TICKETS BY WEEKDAY Based on 2.2 million analyzed tickets, Tuesday sees the highest call volume (20.3%) and Friday (17.1%) the lowest.

It should be noted that all rms analyzed in the Guru’s

Guide provide 24/7 support and therefore urgent issues that occur over a weekend can be dealt with on the Saturday or Sunday.

Firms not providing 24/7 support typically see Mondays as the most demanding service desk call days.

READ MORE ON PAGE 12

6 7 8

3rd EditionAugust 2012

4

EquipmentRequest

Laptop

Hardware

LitigationSupport

Desktop

PDA

Telephone

Server

Printer

Anti-virus,Spyware, etc.

Administration

OtherMicrosoft Office

Network

Timekeeping

OperatingSystem

DocumentProduction Tools

Internet Explorer

PDF Tools

Remote Access

Other Software

DocumentManagement

Microsoft Word

Microsoft Outlook

<1%

<1%

<1%

<1%

<1%

<1%

<1%

<1%

<1%

1%

1%

2%

2%

2%

4%

4%

4%

5%

6%

7%

10%

19%

22%

Exchange Server

Laptop

Telephone

Hardware

PDA Procurement

Desktop

DocumentManagement Server

Server

Network

Printer

4%

4%

5%

5%

5%

6%

6%

6%

8%

10%

TOP TICKET CATEGORIES

This chart shows the top categories of all law firm user support tickets closed by CMS Intelliteach’s service desk from January 2010 to June 2012. The total, including requests handled by internal legal I.T., exceeded 2.2 million tickets during that time frame.

10% of SERVICE DESK tICKEtS relate to various

versions of document

management systems.

REMotE ACCESS is the 4th most frequent user

support ticket handled by the

firm service desk.

How does your firm handle it’s after-hours support?

43% of SERVICE DESK tICKEtS relate to various versions

of Microsoft Office.

22% are specific to Microsoft Outlook.

The next largest category

is Microsoft Word at 19%.

INTERNAL I.T. DEPARTMENT

TOP 10 TICKET CATEGORIES

5

[ TOTAL MICROSOFT OFFICE CALLS RECEIVED ]

The number of Microsoft Office rollouts and Office specific call volumes have increased steadily since late Q2 2011: from 22,000 in Q1 2011 rising sharply in the second half of 2011 as many law firms rolled out both Office 2007 and 2010. Rollouts halted over the holiday period at the end of 2011. Then came the wave of Office 2010 rollouts with incident volumes increasingly steadily through early 2012 and reaching more than 57,000 calls in Q2 2012.

CHANGING PROFILE OF MICROSOFT OFFICE TICKETS

Items of Note...In Q2 2012 we see Microsoft

Office 2007 calls start to decrease to 43% of total

Microsoft Office calls as Microsoft 2010 rises.

As predicted in the 2nd Guru’s Guide, Microsoft Office 2010 ticket volumes increased

through the second half of

2011 and into 2012 as several

client firms completed their rollout to Office 2010 with Windows 7.

Microsoft Office 2010 calls make up 19% of the total Microsoft

Office calls compared to 2% for the same period 12 months

earlier (Q2 2011 vs Q2 2012).

Microsoft Office XP calls have decreased to just 5% of total

Microsoft Office calls; CMS Intelliteach continues to support

some client firms who are using earlier versions though

call volumes are not enough

for significant data impact or analysis.

By Q2 2012, Microsoft Word

accounted for 34% of all tickets

for, while Excel generates 7% of all tickets.

1 3

2 4

5

XP200320072010

Distribution of calls by Office version as % of total

48,62752,271 51,572

54,39756,136

0

10000

20000

30000

40000

50000

60000

Q2 2012Q1 2012Q4 2011Q3 2011Q2 2011Q1 2011

57,290

6

MICROSOFT OFFICE, A CLOSER LOOK

Based on the 2.2 million service desk incidents collected and analyzed by CMS Intelliteach, Microsoft Outlook related questions are the most frequent.

How DoES tHIS CoMpARE to youR fIRM?

When we explore more deeply, the majority of these are “how-to” questions, e.g. how to set up Out-of-Office, how to edit a distribution group, how to change the Inbox view, etc.

CMS Intelliteach has supported over 200 Microsoft Office rollouts over the past 18 months and this has lead to a steady increase in the proportion of Microsoft Office tickets which specifically relate to Microsoft Outlook.

Our data suggests that during conversion periods, the increase in Microsoft Office tickets is not evenly distributed. Microsoft Outlook is used by all end-users in a firm, no matter their position, from document production specialist to Chairman. Earlier this year we published our Office 2010: Top 20 Service Desk Rollout FAQs and it is clear from this that many Outlook “how-to” questions asked during conversion periods will be repeated until the next rollout. For example: how to create a signature, customizing Inbox settings, etc.

Service Requests

12%Create a distribution list, public folders, etc.

How-To

77%Specific functionalityquestions

Break/Fix

11%Performance issues, error messages, etc.

0

5000

10000

15000

20000

25000

30000

35000Q1 2011

Q2 2011

Q3 2011

Q4 2011

Q1 2012

Q2 2012

PPTExcelWordOutlook

[ MICROSOFT OFFICE TICKETS BY APPLICATION ]

7

INCREASE IN MICROSOFT OFFICE 2007 & 2010

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. We expect this to continue as several clients upgrade to Office 2010 during the second half of 2012.

Microsoft Office tickets as a percentage of overall ticket volume remains constant - the last 4 quarters have seen this remain steady at 22% of total volume. More than half (54%) of the Microsoft Office suite calls relate specifically to Microsoft Outlook. When firms upgrade to a new version of Microsoft Office, the impact hits the attorneys, particularly with the new ribbon interface.

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

Q2 2012Q1 2012Q4 2011Q3 2011Q2 2011Q1 2011

0

5,000

10,000

15,000

20,000

25,000

30,000

Q2 2012Q1 2012Q4 2011Q3 2011Q2 2011Q1 2011

Microsoft Office 2007

Microsoft Office 2010

Microsoft Office 2003

Microsoft Office XP

[ MICROSOFT OFFICE TOTAL INCIDENTS ]

MICRoSoft offICE 2010 has increased significantly since last year and now

represents 19% of all

Microsoft Office tickets.

MICRoSoft offICE 2003 sees a steady drop in

ticket volume: from 49%

in Q1 2011 to 33% 18

months later (Q2 2012).

8

CoNVERSIoNS CAuSE A SIgNIfICANt INCREASE IN VoluME AND ADD ADDItIoNAl StRAIN to ExIStINg RESouRCES AND SyStEMS.

Most firms prudently staff to “maintenance” levels, not “project” levels, and require additional support to properly service the user community during upgrades.

Using recent data from law firm service desks (average firm size 700 employees), volumes increased by 42% during firm-wide software upgrades.

Analysis of a limited number of CMS Intelliteach’s full-time clients suggests that, on average, it takes three months for call volumes to return to pre-conversion levels.

!The impact to staffing is significant. The difficulties a firm faces in recruiting and training a team familiar with the new software while maintaining existing support for the old software is only magnified by the recent cost-cutting measures most firms have instituted.

THE IMPACT OF CONVERSIONS ON FIRMS AND THE SERVICE DESK

0.0

1.0

2.0

3.0

90 days post conversion

60 days post conversion

30 days post conversion

ConversionPre-conversion

2.00

2.652.85

2.302.10

[ AVERAGE TICKETS PER USER PER MONTH ]

42% INCREASE IN VoluME during firm-wide software updates

month

1month

2month

3

9

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

10,000

Apr May Jun Apr May JunJul Aug Sep Oct Nov Dec Jan Feb Mar

2011 2012

Apr May Jun Apr May JunJul Aug Sep Oct Nov Dec Jan Feb Mar

2011 2012

Pre-conversion Conversion Post-Conversion

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

10,000

Pre- Conversion Post-Conversion

Firm ‘A’ implemented

an aggressive rollout,

or “big bang” approach

across multiple offices, including international.

Call volumes took five months to return to

normal after the last

user was converted.

Firm ‘B’ implemented

a slower rollout across

its multiple offices. In this case, call volume

took one month to return

to normal after the last

user was converted.

CMS INTELLITEACH HAS SUPPORTED OVER 200 MAJOR ROLLOUTS FOR MANY LAW FIRMS OF VARYING SIZES.

HERE ARE TWO SAMPLE SCENARIOS TO DEMONSTRATE ‘BACK TO NORMAL’ TICKET VOLUMES.

RETURNING TO PRE-CONVERSION CALL VOLUMES

firm A

firm B

Average

pre-conversion

call volume:

4,574/month

Average

pre-conversion

call volume:

2,656/month

Volume returned

to normal after

five months

Volume returned

to normal after

one month

10

There is a growing trend for law firms to introduce BYOD (Bring Your Own Device) as well as tablets (iPads and the like). In the ILTA 2011 Purchasing Survey, 25% of firms responded that they had purchased tablets in the past 12 months and 25% planned to buy tablets or similar devices over the next 12 months. The introduction of BYOD policies such as iPads, iPhones, Android devices, etc. and the associated technologies are starting to impact the number of service desk incidents. Overall, these are not significant numbers, however it is a growing trend, particularly in the first half of 2012, and we can only predict that this increase will continue to rise more sharply during the rest of 2012 and 2013.

The data below also includes incidents relating to cloud technologies such as iCloud, Dropbox, WatchDox, etc. The use of such technologies does not come without risks. A study released by SkyDox in June 2012 suggests that while many law firm users have embraced easier file-sharing platforms, many have done so without informing their I.T. department, which brings into question issues around security and version control.

(Includes incidents relating to iPads, iPhones, Dropbox, iCloud, Skydrive, etc.)

BRING YOUR OWN DEVICE:HOW IT IMPACTS THE SERVICE DESK

0

2,000

4,000

6,000

8,000

10,000

Q2 2012Q1 2012Q4 2011Q3 2011Q2 2011Q1 2011

[ THE RISING TREND IN BYOD INCIDENTS ]

11

69% of contacts were made via the telephone, while email produced 27% of total contacts. 2% “other” include phone and email contacts made to other members of the I.T. staff.

More law firms are also trying new channels for support including self-service and instant messaging.

THE TICKETS BY ORIGIN CHART SHOWS HOW THE END-USER CONTACTED THE SERVICE DESK.

TICKETS BY ORIGIN

Items of Note...While email continues to grow

in usage, are employees actually

receiving better service?

A sample of 1400+ tickets

across a range of law firms were analyzed and this reflected that, on average, most live calls can

be resolved in the first contact (78%) whereas only 11% of email incidents can be resolved

in the initial contact.

Data indicates that, on average,

tickets created via email have a

lifespan six times longer than

those originated by telephone.

This is typically due to the user’s

inability to troubleshoot their

situation or clearly describe the

need they have in their original

request, often requiring an

additional email exchange

or callback.

1

2

ive a

69%ai

27%

oice ai

1%

t er

2%a k-u

1%

0

10

20

30

40

50

60

70

80%

1Number of contacts per service desk ticket

2 3 4 5 6 7

Live calls by telephoneIncidents logged by email

0

10

20

30%

2006 2007 2008 2009 2010 2012 2015*(*estimates based on IQTrack data)

2020*

[ PERCENT OF ALL SERVICE DESK INCIDENTS LOGGED BY EMAIL ]

[ EFFICIENCY OF LIVE CALLS VS EMAILED INCIDENTS ]

EMAIl IS tHE fAStESt gRowINg CoNtACt MEtHoD with most firms averaging less than 10% just five years ago.

6xlonger

lifespan

12

0

100,000

200000

300,000

400,000

500,000

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

18.8%20.3% 19.9% 19.2%

17.1%

2.1%2.6%

THE TICKETS BY WEEKDAY CHART SHOWS ON WHICH DAY OF THE WEEK THE END-USER CONTACTED THE SERVICE DESK.

One might expect Mondays to have the highest call volume, however most public holidays are on a Monday and if people take a long weekend, this may have some impact on call volumes.

It should be noted that the firms analyzed provide 24/7 support and therefore urgent issues that occur over a weekend can be dealt with on the Saturday or Sunday. If a firm does not provide 24/7 support, Mondays may be more demanding.

Typically, firms not providing 24/7 support receive 1% of incidents over a weekend or weeknights after hours. In firms that do provide formal 24/7 support, that volume is likely to increase to 5% of total call volume, typically servicing timekeepers or fee-earners.

TICKETS BY WEEKDAY

Perhaps surprisingly,

Tuesday typically sees the

highest weekday volume ...

... while Friday

sees the lowest.

Tickets on the weekend

are slightly higher on

Saturday compared to Sunday.

ABOUT CMS INTELLITEACHIntelliteach joined CMS in March 2012 and provides 24/7/365 support to over 100,000 law rm employees in 50 countries spanning 1,250 locations and including more than 35% of the AmLaw 200.

Our focus on technical/software support for the legal industry and award winning customer service performance will continue to remain industry leading. It is our privilege to develop and provide the products and services that allow rms to manage, grow, and protect their businesses.

CMS Intelliteach o�ers need-based support options including:

Complete service desk outsourcing (live user support 24/7/365)

After-hours support (extends the internal law rm service desk with additional coverage at night and on weekends)

Over ow support (provides call assistance on an as-needed basis)

100% customizable support options to work with your rms Service Desk needs

CMS Intelliteach opened a dedicated London/UK o ce in December 2009.

ABOUT THE GURU’S GUIDE As part of an ongoing e ort to provide law rms with timely reporting and to accelerate service desk support improvements through better user information, CMS Intelliteach consistently collects and tracks massive amounts of service desk related statistics. e data presented in the 3rd Edition Guru’s Guide is based on 2.2 million service desk tickets collected and analyzed from January 2010 to June 2012 across a variety of law rm sizes, locations and hardware/software con gurations.

For more information on the Guru’s Guide:

visit www.intelliteach.com/Guru email guru@intelliteach.com or call (866) 698-7837