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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 joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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