News and Press Jeff Rumburg of MetricNet Named to HDI’s Top 25 Thought Leaders List for 2024Jeff Rumburg, Managing Partner of MetricNet, LLC, has been selected as one of HDI's 2024 Top 25 Thought Leaders. This marks the seventh occasion that Mr. Rumburg has been selected…Angela IrizarryJanuary 15, 2024
News and Press MetricNet Launches Groundbreaking On-Demand Benchmarks for Service Desks and Contact CentersBuilding on more than 30 years of expertise and benchmarking data, MetricNet, LLC has launched two new on-demand benchmarks – one for Service Desks and one for Contact Centers. These…Angela IrizarryNovember 6, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Do Not Adequately Train Their PersonnelIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgOctober 9, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Experience Extremely High TurnoverIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 21, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Continuous Improvement is Ill Defined or Not Included in the ContractIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 15, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Vendors Spin Data for Their Own BenefitIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 11, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Client and Vendor View the Contract as a Zero-Sum GameIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgSeptember 7, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail – Client Does Not Understand Metrics in Vendor ReportsIn the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgJune 27, 2023