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ITIL is now a 30-year-old discipline, and most IT organizations have embraced it to one degree or another.  But many organizations struggle to define and quantify the economic benefits of ITIL.  Despite billions invested in ITIL training, maturation, and implementation, clear and demonstrable performance gains – as a direct result of ITIL – remain elusive.  Nevertheless, many IT organizations forge ahead, maturing their ITIL processes with the expectation of some future payoff.

While ITIL provides a common language and framework for managing IT processes, maturing ITIL processes does not, by itself, guarantee optimal IT performance.  However, when combined with benchmarking, ITIL can lead to the kind of outsized performance gains that many IT organizations have long sought after.  In fact, empirical evidence shows that the combined power of benchmarking and ITIL produces a synergy that not only accelerates the ITIL maturity curve, but also yields demonstrable, world-class performance levels in IT service and support.

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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