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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 https://www.metricnet.com, or e-mail Jeff Rumburg at jeffr(at)metricnet(dot)com.

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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 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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