MetricNet is honored and excited to be presenting at the annual FUSION Conference in Orlando, FL! This year, Jeff Rumburg, Winner of the 2014 Ron Muns Lifetime Achievement Award and Managing Partner at MetricNet, will present:
Wednesday, November 1, 2017 at 10:15 AM
An increasing number of support organizations have merged Level 1 and desktop support into a single support entity. These organizations train and develop a class of META Reps with skills far beyond what’s typically seen in service and support. This includes the ability to resolve issues both remotely and at the deskside, a deep understanding of performance metrics, expertise in business case analysis, and a knack for generating positive ROI. In this session, you’ll learn from those who’ve successfully undertaken the transformation and find out how it leads to lower overall support costs, quicker resolution times, and much higher customer satisfaction levels.
Thursday, November 2, 2017 at 11:30 AM
Return on investment (ROI) is one of the most common and important measures of financial performance in the business world. Yet fewer than 10% of all technical support organizations utilize this critical metric. This session will present a simple yet compelling methodology for calculating the ROI of ITSM—a surefire way to enhance your visibility and credibility within the organization. Benchmarking data will be presented that objectively demonstrates the relationship between ROI and ITSM maturity, and you’ll review a case study from a Fortune 100 company that adopted an ROI methodology to justify its ITSM initiatives.