MetricNet is honored and excited to be presenting at the annual HDI Conference in Orlando, Florida!
This year, Jeff Rumburg, Winner of the 2014 Ron Muns Lifetime Achievement Award and Managing Partner at MetricNet, will present:
Session 105: The Future of Desktop Support: What the KPIs Are Telling Us
Wednesday, April 13 at 10:15 AM
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors. In this session, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
Session 407: The Diagnostic Power of Metrics
Thursday, April 14 at 10:00 AM
“You can’t manage what you don’t measure”: This is particularly true in service and support, where effective performance measurement is a prerequisite for effective decision making. Despite their importance, few support organizations leverage KPIs to their full potential. In this session, Jeff Rumburg will present industry case studies illustrating the diagnostic power of metrics. You’ll learn how successful support organizations use KPIs to track and trend performance over time, benchmark performance, identify performance gaps, diagnose the underlying drivers of performance gaps, prescribe actions to improve performance, and take steps to optimize performance.