The quarterly publication of the International Legal Technology Association
Issue link: http://read.uberflip.com/i/57001
support Recognize that establishing support for new offices is a two-way process: The new users are encouraged to adopt the proper processes for seeking support, and the IT support teams will work hard to deliver solutions. Also, as the IT support teams look to gain the trust and confidence of the new users, they might also have to adapt to different processes stemming from new requirements, learn about new software applications and understand local practices. Have the IT project manager and IT trainers brief the IT support teams, such as the helpdesk and the desktop systems team, to share their growing knowledge of the users, their IT skills and experiences and the proposed training plan. Update relevant service desk tools to include the new office and any new software applications it might introduce. This means the management reports coming out of the system can add value from the start. Consider the practicalities of how the existing IT helpdesk can support these new users. Is there enough support during the core office hours of the new office, or are the time zones an issue? Do they need their own IT support team, or can they be serviced by one or more of the other offices? If new IT support will be added on the ground in the new office, they will need to be brought up to speed quickly and be made to feel part of both the new office team and the wider IT team. Ensure there are enough licenses for applications for the new joiners and double-check the software can be used in the new location; some contracts might have named sites only. Further, there could be contracts for new software applications or services with local suppliers to be translated, negotiated and executed, and this more cumbersome process might take up valuable time. Prepare and release any templates required for the new office such as electronic letterheads, invoices and perhaps email disclaimer wording. Again, working in different languages can make this a time-consuming process. Peer to Peer 61