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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 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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