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INCLINE VILLAGE, Nev., January 31, 2020 ( – MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to facilitate a workshop and present two breakout sessions at The Service Desk Institute’s 2020 annual conference in Birmingham, U.K. For those interested in attending, SDI’s 33rd Annual Conference is taking place over three days from March 16-18, 2020 at the Hilton Metropole in Birmingham, U.K. This event brings together IT service professionals from over 20 countries in all major industries. 

On March 16, Mr. Rumburg will facilitate a half-day performance measurement and management workshop. “Empirical data shows that a mature metrics discipline is the linchpin of all success in IT Service and Support, and the most effective support organizations follow nine key success factors when maturing their metrics,” said Jeff Rumburg “In this workshop, I will discuss how support organizations can go beyond KPIs for mere reporting to leveraging KPIs for continuous service improvement and, ultimately, world-class performance.” 

On March 17, Mr. Rumburg will present ‘Enterprise Service Desk: The Greatest Opportunity in a Generation’. “Much of what is known about IT Service Management has been gained incrementally, through years of trial-and-error. But ITSM is now a relatively mature discipline that can provide a roadmap for other, non-IT services,” said Jeff Rumburg “I will discuss how the budding industry of Enterprise Service Management (ESM) has an opportunity to bypass decades of trial-and-error evolution by building upon the proven success factors of ITSM.”  

On March 18, Mr. Rumburg will present ‘The Industry’s First ROI Workshop’. “Return on investment (ROI) is one of the most common and important measures of financial performance in the business world. Yet fewer than 10% of all technical support organizations utilize this critical metric,” said Jeff Rumburg “In this workshop, we are going to provide IT support professionals with the tools they need to track their ROI and make the transformation from service and support as a cost center to service and support as an investable asset with a high ROI.” 

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service for four consecutive years, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. 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 iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare. 

If you would like more information about benchmarking your service and support functions, please visit or email MetricNet at info(at)metricnet(dot)com. 

About MetricNet 

MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is 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 nearly 4,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

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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