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PEER TO PEER: THE QUARTERLY MAGAZINE OF ILTA | SUMMER 2016
Is Remote, Managed Support for Your Helpdesk the Right Answer?
CASE STUDIES
At Miles & Stockbridge, a law firm with eight
offices and over 200 aorneys, we have implemented
managed helpdesk support.
A Compelling Reason
We have been using an outside "partner" (what we call
vendors we hire long-term) for over five years; our
compelling reason was resource management. We were
so bogged down with training and making sure we had
coverage for sick or vacationing IT that we had higher-
level administrators answer calls.
Along with other day-to-day logistics, it
made sense to let someone else deal with resource
management while internally we focused on more
complicated user support issues and development of
future productivity.
Our Main Requirement
This model operates well, but because this was the first
line of support for our users and an extension of our
department, we wanted to ensure that the partners
really understood how we work. We wanted support
Remote or managed support is a broad term used to describe the outsourcing of services
intended to perform or assist with tasks once performed by internal resources. This could be
responsibility for network oversight and management, the tedious chore of security information
and event management (SIEM), hosting of servers for a company or helpdesk support for
internal users of a company.
by Ken Adams
Is Remote, Managed Support for Your
Helpdesk the Right Answer?
KEN ADAMS
Kenneth E. Adams is a Microsoft
Certified Engineer and has served as
Miles &Stockbridge's Chief Information
Officer since 1998. Ken manages the
technology group in user support,
training and systems maintenance
in each of the firm's eight offices.
He is also a member of the firm's
senior leadership team and assisted
in the development of the firms
core values. Before joining Miles &
Stockbridge, Ken lead a team of
integrators at IBM focused on legal
firms and departments. Contact him
at kadams@milesstockbridge.com.
