News and Press
MetricNet’s Jeff Rumburg to Speak at FUSION 15
(PRWEB) April 30, 2015
FUSION 15 has announced its speaker lineup for the annual conference in New Orleans, LA. MetricNet is pleased to announce that, for the second consecutive year, Jeff Rumburg, Managing Partner of MetricNet, has been selected to speak in the Continual Service Improvement track at the conference. There were over 400 speaker proposal submissions for the FUSION 15 Conference & Expo, making the selection process very difficult and highly competitive.
Mr. Rumburg will be presenting Session 702, “The Changing Landscape of Continuous Improvement”. This session will present two case studies from prominent companies that have implemented real-time benchmarking with their SaaS ITSM tools. It will document their paths from relative immaturity to world-class performance. Objective benchmarking data will demonstrate graphically the dramatic improvements they were able to achieve in Cost per Ticket, Customer Satisfaction, and key service levels as a result of real-time benchmarking.
“The recent introduction of SaaS ITSM tools has addressed the many challenges that have historically made benchmarking a difficult, time consuming, and costly process.” said Jeff Rumburg “By eliminating the need for manual data entry through automatic data capture, and by providing continuous updates of performance vs. thousands of support organizations worldwide, it is now possible to benchmark service and support in real time, at little to no cost or ongoing effort!”
Those interested in hearing Mr. Rumburg speak on The Changing Landscape of Continuous Improvement should attend Session 702 on Wednesday, November 4, 2015 at 9:00am. All those involved in the delivery and support of IT services, and the fundamental concepts behind service management, are encouraged to attend. This includes C-level executives, IT directors, Service Desk and Desktop Support Managers, and supervisors.
Mr. Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and has served on HDI’s Strategic Advisory Board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett- Packard, General Motors, and IBM.
If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info(at)metricnet(dot)com.
About MetricNet
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
News and Press
HDI 2015 Conference Highlights
Your adventure begins in Las Vegas….
The conference halls at Mandalay Bay came to life as the HDI team and a number of carefully selected guides (or as Kirk called them – Sherpas) took attendees on a trek to enlightenment. Every year, themes begin to emerge by the end of day one and 2015 was no different. Nearly every session and keynote speaker was focused on value creation, creative destruction and continuous improvement. Yet, there was a theme this year that overshadowed all else. The theme of teamwork and collaboration.
Many industry conferences are designed to be ‘networking’ events yet there’s not as much networking as one would 
think. So, in an effort to break the mold, HDI turned the attendees into a bunch of ANIMALS! In a good way I assure you. And it worked! Soon attendees were furiously networking with each other like I’ve never seen before. They formed packs and howled throughout Mandalay Bay. I’m sure the hilarious pack leaders in costume played a part in the success…
Let’s rewind a bit. If you arrived on Tuesday, you managed to get a sneak peek at the expo hall. There were corn hole tournaments, nerf wars, a contest to win a trip to Hawaii, flying rockets and zombie survival kits just to name a few. Although you could definitely tell that many attendees were experiencing jet lag so it was early to bed and early to rise…
The general session was packed when the lights went out and floating heads kicked off the conference in full color. HDI never ceases to amaze me! MetricNet’s very own Jeff Rumburg followed to announce the winner of this year’s Ron Muns Lifetime Achievement award. Congratulations to John Custy! And Wednesday’s opening session wrapped up with Jeremy Gutsche, aptly named ‘an intellectual can of Red Bull’. If you weren’t dead set on continuous improvement after that keynote, you missed something! Are you a farmer or a hunter?
We filled the rest of the day with metrics and measurements starting with Jeff Rumburg’s session 107 where attendees learned that “Being good isn’t good enough!” Donna Knapp followed with an excellent session where she urged the crowd to accept and embrace the fact that “We are the face of IT!” Mike Cardinal wrapped up the day’s sessions with a side trek where he related metrics to mountain climbing. A key takeaway? “Metrics should be used for improvement, not punishment.”
If you missed the closing keynote that day, you missed a doozey. After the awards for HDI Analyst of the year and HDI Desktop Support Technician of the Year (congratulations to Andrew Hedman and John Hess respectively) Doc Hendley took to the stage. This unassuming, average looking guy walked out and dropped a bombshell on us as he quite literally turned wine into water. His story truly inspired the audience to make a difference, to not be afraid to break the rules and, by the time he was through, there wasn’t a dry eye in the house.
Most attendees survived the flying Samanage rockets in the expo hall on Wednesday only to be awoken by a stage 
monkey, some hilarious gestures by Manley Feinberg II (the wolf) and a light show to end all light shows. Again with the collaboration and networking theme HDI. Hats off to you! That Wham City Lights app was stunning! Awards directly followed that spectacular display. Congratulations to Sandy Seroskie, HDI’s 2015 Local Chapter Officer of the Year and Chris Meadows, HDI’s 2015 Manager of the Year. But the best was yet to come. The audience was ramped up and asking for more when the SHARK, Daymond John took the stage. To say that the audience left empowered could quite possibly be the biggest understatement of the year. Points such as “No is an absolute maybe” “Your assets feed you and liabilities eat you” and “Be obsessed with what you do” really hit home.
Empowered and eager, attendees left the opening session with an unquenchable thirst for knowledge. A panel of industry experts discussed how the work of technical support will change by 2020. Jeff Rumburg predicts the convergence of support at level 1. Speakers like John Custy, Mike Hanson and Hank Marquis not only delivered, they also had attendees begging for more. Enter keynote speaker Scott Stratten. The crowd went wild when he said “When people complain, they’re giving you a chance”. Some would say he was stating the obvious, but it was actually more the “Why didn’t I think of that?” kind of moment. Finally, some congratulations are in order. Kudos to Whataburger – winner of the 2015 HDI Team Excellence Award!
Everyone knows what comes next right? Club nightlight! Ok, so it was really Light NightClub, but club nightlight is so much more fun. Wouldn’t you agree? The line was wrapped around Mandalay Bay before they even opened the doors. 2,400 IT Service and Support professionals streamed into Light to find women in glowing outfits, flowing garb, caricatures, lip-reading and airbrushed tattoos. But it would seem this year, the attendees came to dance! Tiered levels overlooked the dance floor where digital fireworks and strobe lights enhanced the DJs selection of music. Many of you stayed after the party and those who did were treated to a mini cirque de sole show as performers swung from the rafters until the wee hours of the morning….
If you were in Kirk’s session the next morning, you were treated to pancakes! For those that weren’t, you left with something equally as valuable. Knowledge and lots of it. We kicked off the day in Jeff’s session on Service Desk KPIs through the decades. Attendees left with a new outlook on agent training after Jeff proved beyond a shadow of a doubt that Happy Agents = Happy Customers! Roy Atkinson closed out our metrics and measures trek. He related metrics to motorcycles, recommended an excellent video and left the audience with a final thought they’ll never forget “If it’s not documented, it’s a rumor!”
The final keynote speaker was Christine Cashen. After making attendees literally BOOGIE, she left them with some final thoughts including “If it ain’t broke…break it.” “Be outstanding or get involved elsewhere.” “Mood poisoning is real! You can be the fountain or you can be the drain.” And don’t forget, thanks to Christine’s awesome tip, we now know you CAN bring water through TSA!
Thank you to the entire HDI conference team for yet another amazing event! We can’t wait to see what’s in store for attendees in 2016!
News and Press
Samanage and MetricNet Introduce “Benchmark My Service”
Introduction to benchmarking provides real-time, high level report on service desk performance.
Cary, N.C. — January 13, 2015 — Samanage, leading provider of cloud-based enterprise service desk software, and MetricNet, leading provider of benchmarks for IT service and support professionals, introduced today a prelude to the Samanage Benchmarking solution with “Benchmark My Service.”“Benchmark My Service is an introduction to what’s to come with the full Samanage Benchmarking solution in the second quarter of 2015, “ said Doron Gordon, CEO, Samanage. “It is designed to give service desks a taste of real-time benchmarking and what key performance indicators they should be thinking about. The process provides a simple baseline on where they are performing today against real performance data from MetricNet’s benchmarking database,” said Gordon.
The Benchmark My Service (http://benchmarking.samanage.com) website contains a brief, online questionnaire where visitors answer a series of general questions about their current service desk operation in four key areas – headcount, contact volume, handle/work time, and current customer satisfaction rating. The questionnaire is designed to take less than five minutes to complete.
The data provided is compared against a select set of benchmark data from hundreds of IT service and support organizations worldwide. A free benchmarking report is then generated and emailed to the submitter that provides an overview of their service desk performance. From there, a more comprehensive benchmarking discussion can be had with MetricNet and Samanage experts to identify the specific steps that can be taken, and current technologies that can be adopted, to optimize service desk performance.
“While high-level, Benchmark My Service provides an accurate snapshot of how a service desk is performing relative to the industry’s most important KPIs,” said Jeff Rumburg, managing partner and co-founder, MetricNet, LLC. “The summary report generated from ‘Benchmark My Service’, provides an overview of service performance from a cost and quality perspective. It is an important first step to continuous improvement and the journey to world-class performance,” said Rumburg.
Earlier this month, Samanage and MetricNet announced their partnership and vision for service desk benchmarking. Later this year, they will introduce the full Samanage Benchmarking solution which will be the first of its kind, SaaS-based real time benchmarking solution that fully integrates with the Samanage Enterprise Service Desk. Samanage Benchmarking will provide an entirely new way to measure, track, trend, and continuously improve service desk performance using data that is automatically captured and compared against industry benchmarks.
“Samanage Benchmarking will make ‘continuous improvement’ a reality for service management professionals,” said Gordon. “The solution will make service performance benchmarking easier, more accessible, and more affordable for organizations of all sizes,” said Gordon.
About Samanage
Samanage is enterprise service desk software that manages service relationships in the company and helps get work done. Samanage delivers an exceptional user experience with beautiful software that people love to use. Instantly deployed and continuously updated in the cloud, Samanage service and asset management software lets you quickly drive business value by connecting your people with the key business services they use every day. Visit www.samanage.com.
About MetricNet
MetricNet is the global leader in IT service and support benchmarking. More than half of the Fortune 500 rely on MetricNet benchmarks to improve and optimize their performance. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Visit www.metricnet.com.
News and Press
MetricNet and Samanage Partner to Bring Real-Time Benchmarking Solution to IT Service Desks
Samanage Benchmarking will provide real-time, continuous improvement benchmarking for service organizations of all sizes
Cary, N.C., — January 7, 2015 – MetricNet, LLC, leading provider of benchmarks for IT service and support professionals, and Samanage, leading provider of cloud-based service desk software, announced today a partnership that will deliver the first of its kind, SaaS-based real-time benchmarking solution that fully integrates with the Samanage Enterprise Service Desk.
“Samanage Benchmarking will provide real-time performance benchmarks against hundreds of service desks worldwide,” said Jeff Rumburg, managing partner and co-founder, MetricNet. “It automates data collection, performance reporting, diagnosis, and action planning, and charts your journey to world-class performance. The service utilizes the Samanage product together with MetricNet’s Key Performance Indicators to show customers how they are performing compared to peers both inside and outside of their industry,” said Rumburg.
Samanage Benchmarking will provide recommendations for service desk improvement based upon benchmarking results. “Our years of studying the behavior of thousands of service desks across every industry has revealed the critical cause-and-effect relationships between the KPIs,” said Rumburg. “The product will include an intelligent “recommendation engine” that will offer specific actions that will yield improvements in key performance areas,” said Rumburg.
“This first-of-its-kind product is made possible by combining the Samanage cloud-based, multi-tenant solution with the expertise and robust benchmarking data of MetricNet,” said Doron Gordon, CEO, Samanage. “IT service organizations will have the power to measure their performance and develop continuous improvement plans that will move them forward much faster than was possible in the past,” said Gordon.
MetricNet and Samanage both bring unique expertise to the collaboration. Samanage is a fast growth IT service management software provider that is challenging the traditional legacy providers with modern enterprise service desk software that manages service relationships across an organization. Samanage enterprise service desk software is instantly deployed and continuously updated in the cloud, and lets customers quickly drive business value by connecting people with the key business services they use every day.
More than half of the Fortune 500 rely on MetricNet benchmarks to improve and optimize their performance. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Jeff Rumburg is the premier expert in the space. He is the recipient of the 2014 Ron Muns Lifetime Achievement Award for his contributions to the service and support industry, and has served as a service desk and desktop support expert to some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
“The partnership will give customers a completely new way of measuring themselves against their peer industry groups, and redefine how ‘continuous improvement’ is done,” said Gordon. “Starting first with IT, Samanage Benchmarking will become the industry’s first Enterprise Service desk solution powered by a fully integrated continuous improvement engine for the entire organization.”
The Vision for Service Desk Benchmarking
By providing easier and more accessible benchmarking in real-time, it will allow companies of all sizes to benchmark their service desk performance at the same level of sophistication that was once only possible for larger enterprise organizations.
“When productivity is hampered at the service desk level, the entire organization feels the effect,” said Rumburg. “Without the incredible insight provided from benchmarking processes, companies really don’t know how to fix what’s broken, nor build upon what appears to be working.”
Gordon adds that traditional benchmarking models can be very time intensive and haven’t been built for the SaaS world of today. “By the time you bring in specialized consultants and get any useful data out of the process and get to work on improvements, months or even years have passed,” said Gordon. “By that time the needle has moved again, and companies are again behind where they need to be.”
“Samanage Benchmarking is a game changer. It makes benchmarking real-time, and affordable,” said Rumburg. “It will just be part of the way business is done in the future. Samanage customers will be able to constantly evaluate and improve their performance. This gives an entirely new meaning to continuous improvement!”
About Samanage
Samanage is enterprise service desk software that manages service relationships in the company and helps get work done. Samanage delivers an exceptional user experience with beautiful software that people love to use. Instantly deployed and continuously updated in the cloud, Samanage service and asset management software lets you quickly drive business value by connecting your people with the key business services they use every day. Visit www.samanage.com.
About MetricNet
MetricNet is the global leader in IT service and support benchmarking. More than half of the Fortune 500 rely on MetricNet benchmarks to improve and optimize their performance. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Visit www.metricnet.com.
Desktop Support, News and Press, Service Desk
FUSION14 | A First-Class Experience for IT Service and Support
The energy and excitement could be felt throughout The Gaylord National in Washington D.C. as IT professionals from around the world came together to listen and learn. An eager crowd packed the Maryland Ballroom Monday morning in anticipation for a truly First Class experience. HDI and itSMF USA did not disappoint! Here are just a few highlights from the event.
Day one started with a bang. Quite a few of them actually! Color Guard played the tune of Yankee Doodle Dandee as the crowd stood to honor the patriotic display that paired perfectly with the area. A tough act to follow, but HDI and itSMF USA kicked it up another notch by recognizing the achievements of several members of the IT Service and Support community just before an opening keynote that was completely on-point.
The laws of subtraction by Matthew May put a pin in complexity and left the room with a newfound appreciation for simple. He wrapped up with a simple but powerful thought. “Doing something isn’t always better than doing nothing.”
I still can’t unsee the E. Can you?
Attendees streamed in different directions eager to learn from some of the greatest thought leaders in IT Service and Support. Thought leaders like Cinda Daly, CEO and Content Strategist at Focus Events; Eddie Vidal, itSMF USA President’s award winner; Roy Atkinson, Senior Writer/Analyst for HDI; MetricNet’s own Jeff Rumburg, HDI’s 2014 Ron Muns Lifetime Achievement award winner, and many, many more.
Choosing sessions was not easy. I heard some of you say that you wished you could be in two places at once. Thank goodness for Twitter and the conference app!
If you missed Support Center 2.0, you missed some compelling new information. The never before seen research, presented by Cinda Daly, Roy Atkinson and Jenny Rains, revealed that Service organizations are still challenged to demonstrate business value and support sustainable business growth. In fact, 86% of organizations are feeling the pressure to prove value! BMC_ITSM captured a key takeaway perfectly with their quote from Roy Atkinson. More information on the research presented can be found in this excellent infographic.
Jennifer Dingell and Stephanie Rank left those in session 208 with much to think about. Some key takeaways: “Metrics need contextual relevance” and “If it’s not working for the business, they cut it.”
Jeff Rumburg further strengthened the business value trend in session 302, Optimizing the Tradeoff: Cost vs. Quality in Service and Support. We often hear the term World-Class, but many can’t answer one simple question. What does being World-Class really mean? According to Jeff, “World-Class is not an absolute performance target. It’s about using the resources you have to achieve the best possible result.” He also revealed the ideal operating range for cost and quality in Service and Support. The presentation can be downloaded here. His final thoughts? Don’t “buy” too much Quality and don’t sacrifice quality for the sake of reducing costs!
Day one wrapped up with Diana Nyad and, suffice it to say, she quite literally lit a fire under each and every one of us. Her inspiring story obviously resonated with the audience, but it wasn’t until you walked through the expo hall that evening that you realized just how much. At just about every table, clusters of attendees were in deep discussion about this amazing woman. Their expressions both hopeful and focused. Presumably because they themselves are now planning the next steps to accomplish their dreams.
Several key trends emerged by the end of day one. Trust, business value & strategic alignment were lurking around every corner and they came out in full force on day two. It began with another great patriotic display where a speed painter created a beautiful bald eagle upside down in under 5 minutes!
But that wasn’t all FUSION’s general session had in store that day. After all, this was First-Class. Robert Tercek probably scared the pants off of every IT professional in the building. I’m sure that wasn’t his intent, but when he mentioned the vulnerabilities in the Internet of Things, you could feel the fear in the room. While you may be thinking that’s a bad thing, it’s actually quite good. He educated the room on the importance of staying ahead of the curve. Bringing new threats to the forefront means your organization is less likely to become one of these statistics. Some of the most compelling takeaways: “If trust is going down, brand value is going down. This burden is going to fall on IT.” “We can’t even place an accurate value on our data assets. IT has to move to a leading role to strategy, planning and operations.” And “Don’t use any USB’s you find in the parking lot…”
Sessions 404 and 504 presented by Katherine Lord, Manley Feinberg, & Mike Kublin, was one of the most powerful and compelling rooms I’ve ever had the pleasure of being in. They set us so far outside of our comfort zone we couldn’t see it anymore. For those of us who find it difficult to do that, which, let’s face it, is most of us, the ‘show me’ element of this session was one of the most valuable takeaways of FUSION14. Final thoughts from the panel: “Stop chasing behaviors and start challenging beliefs.” “The transition to a transformation starts with a compelling story as to why the change needs to be done.” And “Trust creeps in but rides out on horseback” – Dutch saying from Katherine Lord
Eddie Vidal wrapped up the afternoon with session 607, Five Roads to Employee Engagement & Success. He consistently engaged the room and shared this extremely convincing statistic “52% of American workers are not engaged. This costs the US $450-$550 Billion each year in lost productivity!” I have no doubt that everyone in attendance will be much more conscious of employee engagement.
Just when I thought it couldn’t get any better, HDI and itSMF USA had to throw Connie Podesta in the mix. Connie was perhaps the best keynote speaker I’ve ever had the pleasure of seeing. She reduced the room to shapes and in doing so, empowered them to be more aware of how our subtle behaviors affect the outcomes of everything in life. Whether you are a square, circle, triangle or squiggle, I’m sure you came out of that session enlightened.
Squares…did you notice what I did there?
Adorned with the shape from Connie’s session, attendees made their way to an exhibition hall decked out like a giant airplane hangar. Several moonlighters who looked like they were plucked from Top Gun guided the way to Spazmatics who, dressed in their best nerd gear, returned to deliver another great 80s rock performance that left the audience begging for an encore. Thankfully, Kirk Weisler was able to elude the party police and delivered a power packed session on day three that literally left the audience hanging on the edge of their seats.
We wrapped up the conference with Julianne Vargo and Gary Case who spoke to the tune of metrics and balanced scorecards. Julianne provided a practical case study and step by step instructions on building a metrics dashboard with nothing more than Microsoft Office and the Snipping Tool! The proof of success was evident when IT leadership response to metrics increased dramatically. Gary took a practical approach to performance measurement and management and ended with a powerful piece of advice. “If you reward for old behavior, you will get old behavior.”
Thank you HDI and itSMF USA for a truly First-Class experience. We’ll see you in Vegas!
Stay tuned for our video highlight reel…..
News and Press
MetricNet Awarded Three Speaking Slots at HDI’s 2015 Conference
HDI has announced its speaker lineup for the annual conference in Las Vegas, NV. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected to speak in three tracks at the conference including The Executive View, Metrics & Measurements, and Desktop Support. This marks the 20th time that Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker for the HDI Service and Support Conference.
”MetricNet has had a long and mutually beneficial relationship with HDI, and I am once again honored to be a speaker at next year’s conference.” said Jeff Rumburg, Managing Partner of MetricNet. “It has always been our goal to advance the service and support community by sharing our research and benchmarking data at HDI events. The topics we will present at HDI 2015 cover a broad range of issues, and represent MetricNet’s latest research and insights into the industry’s key success factors.”
Mr. Rumburg will present the following topics at the conference:
-Benchmark 2014: Global Results for Desktop Support
-The Role of IT Leadership in Service and Support
-Past and Present: 25 Years of Service Desk KPIs
Those interested in hearing Mr. Rumburg present MetricNet’s Desktop Support Benchmarking Results should attend Session 107, Benchmark 2014: Global Results for Desktop Support. This session takes place on Wednesday, March 25, 2015 at 10:15am.
Those interested in hearing Mr. Rumburg speak on the changing role of IT Leadership in service and support should attend Session 401, The Role of IT Leadership in Service and Support. This session takes place on Thursday, March 26, 2015 at 10:00am.
Those interested in hearing Mr. Rumburg speak on the evolution of Service Desk KPIs should attend Session 705, Past and Present: 25 Years of Service Desk KPIs. This session takes place on Friday, March 27, 2015 at 9:00am.
Mr. Rumburg is the 2014 winner of the prestigious Ron Muns Lifetime Achievement Award for service and support. He currently serves on HDI’s Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
About MetricNet
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
News and Press
MetricNet Launches One Year Path to World-Class Performance
MetricNet, LLC has just launched “The One Year Path to World-Class Performance”, the industry’s first continuous improvement initiative designed exclusively for Service Desks and Desktop Support organizations who aspire to achieve world-class performance.
“MetricNet’s One Year Path to World-Class Performance was developed based on industry demand and hundreds of client requests,” said Jeff Rumburg, Managing Partner of MetricNet. “This offering is the first of its kind for IT service and support professionals, and is just another example of how MetricNet is constantly striving to meet the needs of the marketplace. Clients who participate in the program are guaranteed to achieve world-class performance in their service desk or desktop support organization within one year.”
To ensure World-Class performance can be achieved in just one year, MetricNet’s new continuous improvement solution includes three distinct components. First, a performance baseline is established and improvement opportunities are identified with an initial benchmark and ROI calculation. Next, a MetricNet engagement manager will develop and facilitate a rigorous improvement phase which lasts between six and nine months. During this time, MetricNet’s engagement manager works with the client to implement recommendations, standardize performance reports, and realize measurable performance gains. Approximately one year after the initial benchmark, MetricNet conducts a second benchmark and ROI calculation to solidify performance gains, to objectively demonstrate the progress since the start of the initiative, and to substantiate that the client has indeed achieved world-class performance.
“The power of benchmarking is that it enables IT support organizations to save enormous amounts of time and energy by building upon the know how of the industry’s world-class performers,” said Rumburg. Those interested in learning more about The One Year Path to World-Class Performance can download a full summary from MetricNet’s website.
Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for IT service and support. He currently serves on HDI’s Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info(at)metricnet(dot)com.
About MetricNet
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
News and Press
MetricNet’s Benchmarking Client List Continues to Grow in 2014
MetricNet, LLC, the leading provider of benchmarks for IT service and support, continued to build a dominant position in the benchmarking industry with the acquisition of numerous new clients in 2014, including Canon, ARAMARK, Harris Corporation, Queensland Health, Northwestern Mutual, and Boston Scientific.
“It’s very gratifying for these companies to place their trust in MetricNet for their benchmarking needs.” said Jeff Rumburg, Managing Partner of MetricNet. “They join a long list of industry icons, including IBM, American Express, GM, and HP, who rely upon MetricNet’s benchmarks to manage their businesses more efficiently and effectively. Our active client list now includes more than half of the FORTUNE 500.”
In addition to being the only company to offer downloadable benchmarks from its website, MetricNet differentiates its benchmarks by including a quantifiable value proposition in all service and support benchmarks. “Our unique methodology for quantifying the ROI of support empowers IT service and support managers to objectively demonstrate the economic value they create for the enterprise”, said Rumburg. “There’s no question that our growth is due in part to the unique ROI methodology that we include in every benchmark.”
Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for IT service and support. He currently serves on HDI’s Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
About MetricNet
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
News and Press
Service and Support as a Business: MetricNet Featured in Support World Magazine
MetricNet’s ROI model for technical service and support, was featured in the May issue of Support World Magazine. The article entitled “Service and Support as a Business: KPI’s that Tell a Big Picture” outlines a proven methodology for managing IT service and support as a business.
“Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent investment decisions, but to justify their very existence.” said Jeff Rumburg, Managing Partner of MetricNet. “Yet fewer than 10% of all technical support organizations utilize this critical metric.”
Service and Support as a Business identifies the need to adopt a profit center mindset for any service and support organization that aspires to realize the benefits of operating as a true business. A case study example introduces several business metrics that can be implemented by any support organization. By creating an estimated $8.2 million in economic value, the company in the case study proves that IT service and support can indeed be profitable!
Those interested in the ROI model for technical service and support can find the article in the latest issue of Support World Magazine or in MetricNet’s Resource Library. This article is recommended for C-level Executives, IT Directors, Service Desk Managers, Supervisors and all other Service and Support professionals.
Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for his contributions to the IT service and support industry. He currently serves on HDI’s Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
About MetricNet
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable call center, service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
News and Press
MetricNet Selected as a Media Partner for Call Center Week
Call Center Week and IQPC have named MetricNet an official Media Partner for the 15th annual conference and expo in Las Vegas, Nevada, June 9 – 13, 2014. In addition to traditional media partner benefits, several MetricNet resources will be made available to conference attendees. These include “Achieving Customer Enthusiasm: A Simple Model for KPI Excellence”, “Introduction to Call Center Metrics” eBook and “Chat Metrics: An Overview”.
“This is an exciting time for MetricNet,” said Jeff Rumburg, Managing Partner of MetricNet. “Since launching the industry’s first call center benchmarking consortium in 1992, MetricNet and its predecessor companies have been leaders in call center benchmarking and best practices discovery. I’m confident that the 2014 partnership with Call Center Week and IQPC is the beginning of a long-term relationship that will lead to a larger MetricNet presence at future events.”
Those interested in the aforementioned MetricNet resources should register to attend on the Call Center Week conference website. Call Center Week is known for best practices and discovery, new technologies and networking. Call Center Executives, Managers and all other Customer Service Professionals are encouraged to attend.
Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for his contributions to the IT service and support industry. He currently serves on HDI’s Strategic Advisory Board and has been retained as a call center expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
About MetricNet
MetricNet is the global leader in call center and service desk benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable call center, service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 call center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
