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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 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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