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MetricNet has published the results of their 2013 US IT Service and Support Benchmarks. The updated data is now available for purchase and immediate download via the MetricNet website. These benchmarks include over 20 key performance indicators for price, service level, quality and more.

Included in this release are benchmarks for insourced and outsourced US based Call Centers, Service Desks, and Desktop Support functions. MetricNet also offers benchmarks for Canada, the United Kingdom, Australia, South Africa, India, the Philippines, China, and Ireland. 2013 updates for these geographical areas will be released in the coming months.

“Each benchmark is built from our worldwide database of peer data and KPIs which make them the most comprehensive in the industry.” said Rumburg.

MetricNet’s downloadable benchmarks are delivered in PDF format. Also available is the accompanying Excel data file and a one-on-one presentation to review the benchmark with Jeff Rumburg, co-founder and Managing Partner of MetricNet.

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 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:  MetricNet’s 2013 IT Service and Support Benchmarks Have Been Published

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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