ENTERPRISE IT SERVICE MANAGEMENT
Courthouse IT transforms support requests into classified, priority-scored service tickets — routed to the right engineers based on category, urgency, and documented SLA commitments. No email chains. No ambiguity. Structured resolution.
98.7%
SLA Compliance Rate
12m
Avg. First Response Time
4.8/5
Employee Satisfaction
Critical security incidents are escalated automatically within 15 minutes.
THE IT SERVICE PROTOCOL
Every ticket submitted through Courthouse IT passes through a three-stage service pipeline before reaching engineer attention. This is not a help desk inbox. This is structured IT service management.
Employees submit support requests through a guided intake flow that eliminates ambiguity. Every field feeds the classification and routing engine.
The system classifies the issue, assigns priority weight, maps SLA commitments, and routes to the appropriate support tier and engineer queue.
Assigned engineers work the ticket with full context, document resolution steps, and close with satisfaction confirmation. Every action is auditable.
SELF-SERVICE KNOWLEDGE BASE
Search curated articles, setup guides, and troubleshooting steps before opening a ticket. Most issues are resolved in under five minutes.
Step-by-step guide to resetting your Courthouse network password without contacting IT. Includes MFA re-enrollment instructions.
Install and configure GlobalProtect VPN on Windows and macOS for secure remote access to internal systems and legal document repositories.
How to submit a software request through the IT portal, including approved software catalog and exception request process.
Set up Microsoft 365 email on desktop Outlook, mobile devices, and web. Includes shared mailbox and delegate access configuration.
Immediate steps for reporting suspected phishing, malware, or unauthorized access. Includes the emergency escalation path for critical incidents.
Complete checklist for managers and new hires covering account provisioning, device setup, application access, and security training requirements.
LIVE SERVICE DESK FEED
Updated continuously as new tickets are triaged and assigned.
Sarah M. · Legal Operations
Dell Latitude 5540 fails to detect dual-monitor setup when connected to WD19TB dock. External displays remain blank after Windows 11 update KB5034763.
David K. · Client Services
New associate starting Monday requires Salesforce CRM access with read-only client matter visibility and standard reporting permissions.
Rachel T. · Finance
GlobalProtect VPN disconnects consistently every 15 minutes on home network. Issue began after ISP router firmware update. Affects remote court filing access.
Michael B. · Legal Operations
Adobe Acrobat Pro displays license activation error after machine reimage. User needs PDF redaction capability for active litigation matter.
Jennifer L. · Executive
Executive assistant received spoofed email impersonating managing partner requesting urgent wire transfer. Email forwarded for forensic analysis. No credentials compromised.
Thomas W. · Human Resources
Microsoft 365 calendar events not appearing on iPhone 15 after iOS 18.2 update. Mail syncs correctly. Affects scheduling for interview panels.
Office Admin · Facilities
Shared Canon multifunction printer on 4th floor reporting persistent paper jam error. Affects 40+ users in litigation support wing.
Amanda R. · Legal Operations
DocuSign API calls timing out when initiating signature workflows from the internal case management platform. Affects 12 pending client engagements.
Chris P. · Engineering
Paralegal requires read/write access to matter folder CH-2025-0147 on the secure shared drive. Manager approval attached.
SELF-SERVICE PORTAL
Common requests handled instantly through self-service — no queue, no wait. Each action is logged for audit compliance.
Self-service password reset for network, email, and application accounts.
Download GlobalProtect and configure secure remote access in minutes.
Browse the approved software catalog or submit an exception request.
Request access to applications, shared drives, or distribution lists.
Immediately lock and wipe a lost or stolen company device remotely.
Look up an existing ticket by number and view real-time progress.
SLA COMMITMENTS
15 min
First Response
4 hours
Target Resolution
1 hour
First Response
8 hours
Target Resolution
4 hours
First Response
24 hours
Target Resolution
8 hours
First Response
72 hours
Target Resolution