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What attendees had to say: “Excellent presentation and very valuable info.” “One of the best presentations I went to.”

Most IT professionals agree that benchmarking is a proven tool for driving continuous improvement in service and support.  Yet fewer than 20% of all IT support groups engage in benchmarking.  Time and budget constraints, along with the difficulty of acquiring benchmarking data are the reasons most commonly cited by those who would like to benchmark, but don’t.

The recent introduction of SaaS ITSM tools has addressed the many challenges of benchmarking.  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!  This, in turn, is enabling organizations to dramatically accelerate their continuous improvement efforts, and reach world-class levels of performance in days or weeks, rather than months or years.

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.

Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. 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, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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