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INCLINE VILLAGE, Nev., March 6, 2020 ( – MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker for SITS 20 – The Service Desk & IT Support Show. SITS is Europe’s leading event for IT Service Management and Support professionals. For those interested in attending, SITS 20 takes place on November 18-19, 2020 at ExCeL London. 

Mr. Rumburg will be presenting “Radical Success – Managing Service and Support as a Business!”. In this presentation, he offers an approach for managing IT service and support as a true profit-making enterprise. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the ROI of service and support. Finally, he discusses the need to adopt a paradigm shift – from cost center to profit center – for any service and support organization that aspires to realize the benefits of operating as a business. 

“Many support centers struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that the support center operates at a subsistence level and lacks the necessary resources to deliver effective levels of support,” said Jeff Rumburg. “By adopting a profit center mindset and operating as a true business, support centers that measure their internal profitability can quantify their ROI and obtain the funding and other resources necessary to deliver world-class levels of support!” 

Those interested in hearing Mr. Rumburg speak on Managing Service and Support as a Business should reserve a seat in advance. The presentation will take place in Theatre 2 at 10:00 a.m. on the 19th of November. Pre-registration is now open and complimentary tickets are available on The Service Desk & IT Support Show website

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 e-mail 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 Global 2000 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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