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MetricNet will deliver its latest research into Desktop Support metrics in a live webcast on Tuesday, June 11, 2013 at 2pm EDT. In this webcast, MetricNet, a leading source of online benchmarks and a pioneer in IT Service and Support benchmarking, will identify and define the key success factors in performance measurement from the industry’s top performing Desktop Support organizations. They will also outline Best Practices in Desktop Support Performance Measurement and Management, and reveal how the industry’s top performing Desktop Support groups track and trend their performance.

“Desktop Support has historically received far less attention than the help desk and, for most IT organizations, it represents a fertile opportunity for performance enhancement,” said Jeff Rumburg, Managing Partner of MetricNet. “This is particularly true when it comes to Key Performance Indicators for Desktop Support.”

MetricNet’s global benchmarking data suggests that the vast majority of Desktop Support organizations track very few, if any, performance metrics. In this live presentation, MetricNet will identify and define eight critical metrics, supported by the empirical evidence from hundreds of Desktop Support benchmarks, which IT Support professionals should track and trend on an ongoing basis.

Those interested in attending should register in advance. A live question and answer session will take place after the presentation. All registrants will receive a link to the webcast recording, and all attendees will receive a copy of the presentation slides. IT Service and Support professionals are encouraged to attend this complimentary training session.

Jeff Rumburg, co-founder and Managing Partner of MetricNet, will be your host. Mr. Rumburg authored a best-selling book on Benchmarking, currently serves on HDI’s Strategic Advisory Board, and has been retained as a Service Desk and Desktop Support expert by such well-known companies as American Express, Hewlett-Packard, Allstate Insurance, and General Motors.

If you would like more information about benchmarking your service and support functions, please visit, or e-mail Jeff Rumburg at jeffr(at)metricnet(dot)com.

About MetricNet

MetricNet is the global leader in IT Service and Support Benchmarking. They are the first, and still the only company to offer downloadable contact center, service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 2,400 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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