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With the recent rollout of its value proposition framework for IT service and support, MetricNet announced today that all client benchmarks will include a quantified value proposition. The MetricNet value proposition for service and support is a ratio that shows the economic value created by support divided by the cost of support. Nearly half of all companies in MetricNet’s worldwide database of IT service and support benchmarks have a value proposition greater than 100%.

“Many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support” said Jeff Rumburg, Managing Partner of MetricNet. “The result is that most support organizations are underfunded, and operate very tactically, often lurching from one crisis to the next.”

MetricNet’s quantifiable value proposition, now included in all service and support benchmarks, empowers IT service and support managers to objectively demonstrate the economic value they create for the enterprise. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver.

“Our value proposition framework has really turned the tables in favor of the service and support professional” said Rumburg. “Many of our clients are surprised to learn that the economic value created by their service desk or desktop support group is far in excess of their operating costs. This gives them enormous leverage to negotiate for the resources needed to deliver the best possible support to the enterprise.”

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.

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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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