Jeff Rumburg, Managing Partner at MetricNet, is this year’s Ron Muns Lifetime Achievement Winner! Congratulations Jeff!
MetricNet is honored and excited to have presented at the annual HDI Conference in Orlando!
Jeff Rumburg, Managing Partner at MetricNet, presented two sessions at the 2014 HDI Conference:
Session 309, The 80/20 Rule for Desktop Support KPI’s Less is More! Wednesday, April 2, 2014 at 3:00 pm
Literally hundreds of key performance indicators (KPIs) have been defined for desktop support, but the vast majority of these KPIs are, at best, marginally relevant. However, as it turns out, the average desktop support organization tracks fewer than five of these KPIs. Less really is more! In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement and management, and he will demonstrate how KPIs can be used to drive world-class performance and give organizations a competitive advantage.
(Intermediate) Download the Presentation Slides
Session 607, Leveraging KPI’s to Maximize the ROI of Support. Thursday, April 3, 2014 at 2:45 pm
Most service and support professionals are familiar with the concept of return on investment (ROI), but very few service and support organizations measure or track it. However, support groups that understand and communicate ROI on a regular basis gain a number of important advantages, chief among which is the ability to justify investments in people and technology. In this session, attendees will learn about three critical KPIs for measuring ROI, simple calculations for ROI in service and support, techniques for communicating ROI to key stakeholders, and more!
(Intermediate) Download the Presentation Slides
Review IT Service and Support Empowered by HDI ’14to see highlights from the conference!
