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MetricNet is honored and excited to have presented at the annual HDI Conference in Las Vegas!

This year, Jeff Rumburg, Winner of the 2014 Ron Muns Lifetime Achievement Award and Managing Partner at MetricNet, presented:

Session 107, Benchmark 2014: Global Results for Desktop Support Wednesday, March 25, 2015 at 10:15am

Unlike the service desk, which has been extensively benchmarked over the past two decades, desktop support benchmarking is a relatively recent trend. As a result, many support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend in desktop support and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2014 Global Benchmarking Initiative for Desktop Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

(Intermediate)

Session 401, The Role of IT Leadership in Service and Support Thursday, March 26, 2015 at 10:00am

As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.

(Intermediate)

Session 705, Past and Present: 25 Years of Service Desk KPIs Friday, March 27, 2015 at 9:00am

Service desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI. In this session, you’ll take a journey through the past and explore twenty-five years of service desk benchmarking data. Attendees will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.

(All Experience Levels)

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