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HDI has announced its speaker lineup for the 2016 annual conference in Orlando, FL. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected to speak in two tracks at the conference including Metrics & Measurements and Desktop Support. This marks the 21st time that Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker for the HDI Service and Support Conference.

Mr. Rumburg will present the following topics at the conference:

The Future of Desktop Support
Case Studies in Leveraging Metrics for Success

”MetricNet’s research, gathered from literally thousands of service and support benchmarks, suggests that the vast majority of support organizations use metrics to track and trend their performance – but nothing more! Most support organizations therefore miss out on the diagnostic and predictive capabilities of metrics.” said Jeff Rumburg, Managing Partner of MetricNet. “For the desktop support track, I will use a series of KPIs to illustrate the effect that virtualization and remote control tools are having on the desktop support industry. While the metrics presentation will showcase a number of progressive support organizations that have radically improved their performance by leveraging the diagnostic power of metrics.”

Those interested in hearing Mr. Rumburg present MetricNet’s views on the evolution of desktop support should attend: The Future of Desktop Support – What the KPIs are Telling Us. This session takes place on Wednesday, April 13, 2016 at 10:15 am.

Those interested in hearing Mr. Rumburg speak on leveraging metrics in service and support should attend: Measure, Diagnose, Plan, Optimize! Case Studies in Leveraging Metrics for Success. This session takes place on Thursday, April 14, 2016 at 10:00am.

Mr. Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, 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 well-known companies as 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 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 more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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