THE LAW FIRM SERVICE DESK REPORT

About Sherry Bevan Consulting Limited
Sherry Bevan is the lead consultant and director of
Sherry Bevan Consulting Limited. She has over 25 years
experience in the legal technology arena and has held
senior service management roles in the global law firm,
financial and professional services sectors. Her clients
include small, medium and large firms.
Before launching her own successful consultancy in 2012,
Sherry worked for the leading legal service desk provider,
Intelliteach, opening their first international office in 2009.
As UK Business Manager, she was responsible for the dayto-day
management of the London service desk including
recruitment, staffing, and skills development. Sherry
managed all UK client implementations. While at
Intelliteach, she instigated the industry-leading Guru Guide,
undertaking the research and data analysis for this, and
other Intelliteach articles and publications.
Prior to Intelliteach, she spent 10 years with McDermott
Will & Emery, a 2,300 user global 100 law firm, fulfilling
various IT service management positions. Before
McDermott, she was Arthur Andersen’s UK Tax & Legal
Technology Support Manager, responsible for all aspects of
IT services for the UK Tax & Legal Practice.
Sherry has been a regular speaker at legal IT conferences
and service desk events; most recently at the Service Desk
Institute law firm industry group meeting . She was a
founding member of the UK Document Excellence Group
(UKDEG).
Sherry Bevan Consulting offers consultancy and coaching
including:
Service desk health check and benchmarking
Team and individual coaching
Workshops on a wide range of management,
customer service and leadership topics
Review and analysis of service delivery performance
Change management and communications
programmes
Project management of service delivery initiatives
About the Law Firm Service Desk Survey
As an independent IT consultancy, Sherry Bevan Consulting,
collects data on law firm service desk trends and
challenges. This is part of an on-going effort to provide
clients and peers with intelligent data specific to legal IT.
Sherry believes that better information can accelerate
service delivery improvements.
The data presented in the Law Firm Service Desk Survey is
based on responses to a survey conducted in January and
February 2013 across a variety of law firm sizes, locations
and environments, as well as interviews with law firm
service desk managers, recruitment agencies and ITIL
consultants.
This survey represents 25,000 law firm users and 61,000
calls per month (731,000 per year).
We gratefully acknowledge the support and assistance of
those who responded to the initial survey, and participated
in the background interviews.
If you have ideas or suggestions on what you would like to
see in future surveys, please contact Sherry directly at
srb@sherrybevan.co.uk.
For more information on the services that
Sherry Bevan Consulting Ltd can offer:
Visit www.sherrybevan.co.uk
Email srb@sherrybevan.co.uk
Tel +44 (0)7905 826267
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