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Upgrading Microsoft Office and What It Means to Your Service Desk

By Lance Waagner
July 29, 2010

With the worldwide release of Office 2010 in June, Microsoft has once again unleashed a frenzy of new software purchases ' and even more Office upgrades ' globally.

While Microsoft is touting the versions of Office 2010 preinstalled on new PCs for consumers, business customers, including law firms, have to carefully weigh their options when contemplating an upgrade. In addition to the obvious end-user productivity, software, training, hardware, and IT resource costs associated with such an upgrade, law firms have to think twice about what such a “mission critical” upgrade might mean for their internal help desks and their ability to best serve the firms' users. While some firms for now have chosen to leave what works well enough alone, and there are discussions of other cloud-based alternatives such as Google Docs, many are making significant upgrades to the latest version of Office for strategic reasons, while still others see it as a necessary evil to keep their product supported. With that being the case, what can the legal help desk proactively initiate to plan for, anticipate and deal with potential support increases related to MS Office and other major software upgrades?

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