Service Desk Systems

If you don’t measure it, you can’t improve it. Find out how.

Service desk systems 1

Lights-On has proven that The Legal IT industry trails behind other industries in the formal management and provision of service desks despite the internal customers in that sector being full of time billing people who’s demanding clients force demanding support requirements for the lawyers and support staff alike.

Often, the investment in a service desk system is retrospective once the firm has outgrown is existing manual, spreadsheet or internally developed “helpdesk system” and often it is the first budget item to be cut if finances are to be slimmed.

Lights-On has experience of designing, improving and establishing service desks and in recovering or improving service levels. We also have considerable experience in service desk systems and in service management (as consultant or interim).

We have recovered the service levels for many desks and embedded appropriately light ITIL processes to build a world class support functions, driving up key metrics such as calls handled per operator and first contact resolution and reduced those of time to answer and abandonment rate. All of these were done with the key objectives of driving up customer satisfaction and efficiency. We have done this for small law firm and global consultancies outside of legal and helped organisations obtain and keep ISO-IEC 20000 accreditation.

Whether you are a few people in your service desk looking for the next steps or a global looking for ISO-IEC 20000, we can help you. Why not get in touch for a no-obligation, completely independent chat about your need. Just click here.

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We take pride in our ethos of independence, depth of knowledge and ethics


Consulting is a confidential business and the sectors in which we operate demand even greater levels of confidentiality. We take it very seriously and practice what we preach.


Experience is as much about learning from mistakes as it is from doing things right first time from planning and consideration.


That ethos of “if it feels wrong, even if others don’t think it is, then avoid it” remains a strong principle for Lights-On today.


Integrity is at the heart of what we do. We are not a regulated industry like the legal sector in which we often operate however we treat work as if we were regulated.


Most of Lights-On’s consultants come from a wide background of IT and management covering sectors as wide as banking, the energy sector, manufacturing and consultancy.


"Lights-On’s deep sector knowledge and excellent support was invaluable in selecting our new Practice Management System. We really could not have done it without them"

Mark Finch Finance Director Mills & Reeve

"Lights-On now acts as a trusted advisor and sounding board to our business."

Keith Feeny Director of IT & Operations Hill Dickinson

"Good people who are great to work with and really know their stuff"

Duncan Astill Partner Mills & Reeve

"I am sure that, without their help, we would have paid more for something that would have achieved less."

Tim Halstead Managing Partner, Shulmans Solicitors

"Lights-On are utterly consistent and reliable."

Jo Stone Partner, Stephens Scown Solicitors

"Lights-On provided a wealth of knowledge enabling us to start shaping our IT strategy. The team were able to give honest feedback and recommendations. Lights-On never let us down and I wouldn’t hesitate to recommend them."

Louise Igoe
Louise Igoe Partner, Lodders

"As a novice to a project of this nature [PMS Selection] they brought me up to speed quickly and helped the team drill down into what really mattered."

Duncan Astill Partner, Mills & Reeve

"We were highly impressed with their services"

Chris Lowe Managing Partner, Watson Farley Williams

"We have benefited greatly from Lights-On’s considerable understanding of the legal sector and available technological solutions, as well as from their consistently practical, outcome-focused advice"

Roland Millar Finance Director, Thomson Snell & Passmore LLP

"When taking on business critical projects, you need the specialist skills, professionalism and commitment provided by Lights On. We have used Lights-On for several key projects and their approach instils confidence and achieves project objectives."

Dean Mostert ICT Director, Stephens Scown LLP

“Lights-On were superb on our DMS project. I highly recommend them. Professional, focussed, knowledgeable, pragmatic, organised and always adding value. If you are planning a new PMS, DMS or similar, think very carefully before going anywhere else.”

Jonathan Thornton Managing Partner, Russell-Cooke

"As a Partner and FD, when it comes to spending money, I'm not keen unless there is clear ROI. Lights-On proved that they were well worth the investment."

Mike Borg
Mike Borg Partner and Finance Director, Lodders