Service Desk Systems

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

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.

our related expertise

Please see our other related expertise and technologies.

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Service Management

Procurement

Project Management

brighterphilosophy

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

Confidentiality

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

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

Independence

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

Integrity

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.

Knowledge

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.

brighterclients

"Having worked with Lights-On for many years it was a natural choice to turn to them to assist us in delivering this business critical project. Lights-On assisted in running a comprehensive process which will produce significantly better results at a cheaper price. I thank Lights-On and having developed the relationship over many years have absolute confidence that we have ended up with the best possible solution for us."

Nick Hodgson Finance Director Bevan Brittan

"The Executive IT review was exactly what we needed to allow us to develop our IT Strategy. The review was done tactfully and thoroughly. The resulting information was presented to us in a way that enabled all our decision makers to understand our current position. The advice we received on our options was clear and gave us the confidence to move forward and make decisions on our future strategy."

Nigel Ledger Practice Manager Hughes Paddison

"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

"It is a pleasure working with an experienced professional with a unique insight in the sector who has the back up resources of colleagues with similar and complementary expertise and knowledge to draw on for the benefit of my firm. I would recommend the experience."

Simon Stell Managing Partner, LCF Law

"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. 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 took us through procurement, negotiation and the implementation stage of our managed print project. They brought great market place knowledge which added value to us at each stage of the process and their involvement was a key reason that the project was such a success."

Owen Bishop Director of Transformation and Operations, Bevan Brittan

"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 Partner, Lodders

"Just as with our DMS decision, Lights-On provided precisely the support we needed for our PMS. They know the market, they know the suppliers and they understand the products. Many consultants are thinly disguised salesmen. Lights-On don’t sell. They advise. And that is actually a rare commodity and a valuable one. I wouldn’t hesitate to recommend Lights-On to any other firm looking at a PMS or DMS. They’re conscientious, hard working, reliable, friendly, pragmatic, thoughtful, diligent and constructive. I greatly appreciate their support."

Jonathan Thornton Managing Partner, Russell-Cooke

"We were highly impressed with their services."

Chris Lowe Managing Partner, Watson Farley Williams

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

Keith Feeny Director of IT & Operations Hill Dickinson

"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 Partner and Finance Director, Lodders