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HDI has announced its speaker lineup for the 2017 annual conference and expo in Washington, D.C. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present in two major tracks at the conference, including “Putting Metrics To Work” and “Reinventing The Customer Experience”. This marks the 23rd consecutive year that Mr. Rumburg has been selected as a speaker for the HDI Conference & Expo. For those interested in attending, HDI 2017 is happening May 9-12 at the Gaylord National Harbor Hotel & Convention Center in National Harbor, MD.

Mr. Rumburg will be presenting Session 202: “Turbocharge Your Metrics With Benchmarking!” and Session 308: “Any Time, Any Place: The Ultimate Customer Experience!”. In the Putting Metrics To Work track, he will discuss the crucial role that benchmarking can play in accelerating the path to World-Class performance in service and support.  And in the Reinventing The Customer Experience Track, Mr. Rumburg will present case studies demonstrating that “Any Time, Any Place” is not just a cliche, but rather an operating principle that governs the most successful IT service and support organizations.

“MetricNet’s research, gathered from literally thousands of service and support benchmarks, suggests that many support managers are unaware of the critical role – beyond mere measurement – that metrics can and should play in IT service and support,” said Jeff Rumburg. “In the Putting Metrics to Work track, I will provide empirical data demonstrating the 1:1 correlation between benchmarking and world-class performance, and show that by leveraging benchmarking, support organizations can achieve world-class performance in days or weeks, not months or years.  Quite simply, benchmarking is the most effective, proven methodology for bridging the gap to world-class performance for IT service and support groups that are serious about dramatically improving their performance.”

Those interested in hearing Mr. Rumburg speak on Benchmarking should attend Session 202 on Wednesday, May 10, 2017 at 11:00am, and those interested in hearing Mr. Rumburg speak on The Customer Experience should attend Session 308 on Wednesday, May 10, 2017 at 3:00pm.  All IT service and support professionals are encouraged to attend. This includes C-level executives, IT directors, Service Desk and Desktop Support Managers, analysts and technicians as well as any other professional in IT who is interested in expanding their understanding of industry best practices.

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

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 3,700 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About HDI

Founded in 1989, HDI is the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better serve customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at HDI is organized by UBM Americas, a part of UBM plc (UBM.L), an Events First marketing and communications services business. For more information, visit

Source: MetricNet, LLC

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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