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The words ‘Customer Support’ and ‘Customer Service’ accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support, said Mr. Rumburg. “The result is that most organizations do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

MetricNet’s global benchmarking data suggests that there are multiple sources of leverage in a Strategic Support Organization and several underutilized metrics that can measure progress towards strategic significance. At the September HDI Gateway meeting, Mr. Rumburg identified and defined two critical metrics and three sources of leverage supported by the empirical evidence from thousands of IT Service and Support benchmarks.

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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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