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MetricNet was featured in HDI’s most recent issue of Support World Magazine. The article, entitled ‘The Economic Impact of Support: What’s Your Value Proposition?’ was based on the results of MetricNet’s 2012 IT Service and Support Benchmark.

In the article, Jeff Rumburg, co-founder and Managing Partner of MetricNet, LLC, explains the importance of developing, quantifying, and then communicating an effective value proposition. Additionally, he provides a case study roadmap for how one organization developed its IT service and support value proposition.

“Most IT departments can tell you how much they spend on support, but very few can quantify the economic impact of support” says Rumburg “But understanding and communicating your economic impact is crucial to transforming IT service and support from a tactical cost center into a strategic source of value creation for the enterprise.”

MetricNet will also be presenting its benchmarking results on the economic impact of support at the annual HDl conference in Las Vegas. Those interested in seeing the presentation should attend session 101 on Wednesday, April 17 at 10:15am at the Mandalay Bay Hotel.

Mr. Rumburg currently serves on HDI’s Strategic Advisory Board and has been retained as a Service Desk and Desktop Support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.

If you would like more information about benchmarking your IT 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 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.

Read the original release here.

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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