The quarterly publication of the International Legal Technology Association
Issue link: http://read.uberflip.com/i/57001
ask the expert the pressure off local staff. In a number of regions we have moved to a centralized service desk model so that the local support can concentrate on deskside duties and provide induction training when a trainer is not readily available. _________________________________________________________ La'Tresha: We have an overarching global strategy for our training curriculum. I work very closely with the other IT managers, as well as with subject-matter experts, to help prepare my team to support any new products and services during both the pilot and production phases of any rollout. Concurrently, I work very closely with our training department, and we meet regularly with our different project leads to develop a training program that's tailored for support. Heather: We also have an overarching program of training that supports the global strategy. This includes a standard desktop image and working practices so that training can be standardized for all staff. It's usually role-based, although the requirement of training between roles is blurring; fee earners and PAs now tend to follow the same processes. Additional technology training is provided for specialist departments. The key principle is that we educate people on how to complete role-based tasks, such as managing data related to a transactional matter. Lee: We have a firmwide approach to training as well. Our induction program and the technology used is the same in all of our offices. This makes it very easy for staff to move between offices and helps ease business collaboration within the firm. Some of our courses are also offered across locations, so we will have people attending remotely from different offices. _________________________________________________________ Heather: For IT support, we use a global service desk tool. It's ITIL-based, so it provides access to our incident knowledgebase, CMDB, change control and other process areas. To assist our users remotely, we use GoToAssist, which allows our service desks to provide support on home PCs as well as office devices. From a training perspective, we use PeopleSoft Training Module to record and manage requirements and attendance 84 Peer to Peer Did y org there an o er go v our tr v anical aining pr r ar ly in v ur our c er ns y arching global str ogr ious localities ulum? ams gr ic o, w or is a tegy tha t W hich t suppor ools does y t and tr aining on a global le our fir m use t o prv o vide el?