Just because you are a law firm and not an IT company doesn’t mean you shouldn’t be tracking IT metrics. Technology is an integral part of your business, and the better it hits its performance targets, the better your firm can hit yours.
As your law firm grows, outsourcing IT becomes imperative to achieving your goals. Keeping the company you hire accountable by tracking and routinely evaluating relevant metrics and Key Performance Indicators (KPIs) is valuable for everyone.
Here are a few quantitative assessments you should be monitoring to identify how well your IT company is doing.
IT Metrics that Matter for Your Law Firm
Consider this all-too-common scenario many companies who outsource their IT face:
It’s late. Your attorneys are up against a major deadline when a tech issue suddenly blows up and forces them to call their service desk for help. Not only is the timing awful, but your IT servicer is then left stepping into a big mess that often takes longer to resolve and may end up costing you more money to fix.
Though possibly the fault of no one, these technology interruptions can be detrimental to your firm.
The good news is there is an alternative. You can prevent these major issues altogether by ensuring your IT company is effectively managing preventative maintenance. Here are the specific KPIs to evaluate.
IT Maintenance Metrics to Measure
If you have fewer problems that require your lawyers to call IT, that’s an indication your IT company is doing a good job.
A relevant KPI for tracking this is Mean Time Between Failure (MTBF). This measures the average time between technology failures, and it’s a metric you want to steadily improve over time. If you notice it starting to lag, it may mean it’s time for a broader technology upgrade or time to reevaluate your technology solutions provider.
Other important KPIs to evaluate in conjunction with MTBF include Mean Time to Resolve (MTTR). This is, how long does it take them to resolve a ticket? And Mean Time to Failure (MTTF) – how long does the system remain up and operational after an issue has been resolved.
On the whole, you want your IT company to be responsive to service calls and work to reduce the overall number of incidents by preventively dealing with potential maintenance issues.
As you consider your law firm’s IT solution needs, give our team at Honeycrisp a call. We offer your firm the support you deserve for the Apple products you love.