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Manage What You Measure
A popular business axiom states you can only manage what you measure, and nowhere is that more true than in the realm of legal helpdesk (also often referred to as the service desk) support. Measuring service levels, ticket volumes, total incidents, and user satisfaction is only of value if the available data is compared to other metrics, and most importantly, acted upon. While gaining access to such data assumes a certain level of internal (or outsourced) helpdesk reporting technologies and software, there's no excuse for turning your back on benchmark data.
“The Guru's Guide for Helpdesk and Deskside Support,” a panel discussion recently featured at ILTA's 2010 educational conference, drilled down on some mainstream helpdesk statistics and broader support metrics. The session, co-hosted by Tony Hartsfield and Franklin Steven of Bryan Cave, focused on ways of keeping the helpdesk motivated, increasing user service levels, and using call tracking and reporting to enhance the overall helpdesk experience. A substantial collection of firm data ' spanning 200,000 helpdesk tickets across a variety of law firm sizes, locations and technology configurations for a six-month period ' was made available to help session attendees compare and contrast available helpdesk metrics to their own.
The Article 8 Opt In
The Article 8 opt-in election adds an additional layer of complexity to the already labyrinthine rules governing perfection of security interests under the UCC. A lender that is unaware of the nuances created by the opt in (may find its security interest vulnerable to being primed by another party that has taken steps to perfect in a superior manner under the circumstances.
Beach Boys Songs Written Decades Ago Triggered Current Quarrel With Lawyers
There's current litigation in the ongoing Beach Boys litigation saga. A lawsuit filed in 2019 against Nevada residents Mike Love and his wife Jacquelyne in the U.S. District Court for the District of Nevada that alleges inaccurate payment by the Loves under the retainer agreement and seeks $84.5 million in damages.
Major Differences In UK, U.S. Copyright Laws
This article highlights how copyright law in the United Kingdom differs from U.S. copyright law, and points out differences that may be crucial to entertainment and media businesses familiar with U.S law that are interested in operating in the United Kingdom or under UK law. The article also briefly addresses contrasts in UK and U.S. trademark law.
Strategy vs. Tactics: Two Sides of a Difficult Coin
With each successive large-scale cyber attack, it is slowly becoming clear that ransomware attacks are targeting the critical infrastructure of the most powerful country on the planet. Understanding the strategy, and tactics of our opponents, as well as the strategy and the tactics we implement as a response are vital to victory.
When Is a Repair Structural or Nonstructural Under a Commercial Lease?
A common question that commercial landlords and tenants face is which of them is responsible for a repair to the subject premises. These disputes often center on whether the repair is "structural" or "nonstructural."