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MetricNet’s research has shown that service levels at level 1, including average speed of answer and call abandonment rate, are relatively unimportant. They have little if any influence on customer satisfaction. The same, however, cannot be said of service levels for desktop support and field services. In fact, Mean Time to Resolve Incidents (MTTR) and Mean Time to Fulfill Service Requests (MTTF) are key drivers of customer satisfaction for desktop support and field services. This makes sense, as a user may be completely down, or forced to use workarounds until their incident has been resolved or service request has been fulfilled.  This, in turn, has a significant impact on their overall satisfaction with desktop support and field services.

In this exclusive MetricNet member webcast, we are going to discuss Mean Time to Resolve Incidents – also referred to as MTTR – and Mean Time To Fulfill Service Requests – also referred to as MTTF. MTTR and MTTF apply to both desktop support and field service organizations. Jeff Rumburg, one of the industry’s foremost experts on IT Service and Support benchmarking, will define MTTR for Incidents and MTTF for Service Requests, discuss why these metrics are important, and provide global benchmarking statistics for both KPIs. If you’re looking for expert guidance on how to establish performance targets for MTTR or MTTF, or simply want to familiarize yourself with these KPIs, this webcast is for you!

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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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