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HDI has announced its speaker lineup for the 2019 annual conference and expo in Orlando, Florida. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to speak on two separate topics at the conference. This marks the 25th consecutive year that Mr. Rumburg has been selected as a speaker for the HDI Conference & Expo. For those interested in attending, HDI 2019 is happening April 9-12, 2019, at the Rosen Shingle Creek in Orlando, FL.

Mr. Rumburg will be presenting session 205 “Radical Success: Managing Service and Support as a Business”.  He will also be facilitating a panel discussion in session 501 “Metrics Magic: Ask the Experts!” In session 205, he will discuss the need to adopt a paradigm shift for any IT Service and Support organization that aspires to realize the benefits of operating as a true business. And in session 501, the panelists will come together to answer audience questions about service and support metrics, including such concepts such as the linkage between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship of KPIs, driving accountability with metrics, and metrics as a diagnostic tool for continuous improvement.

“Even IT Service and Support organizations that have mastered metrics and achieved a degree operational success often struggle to gain visibility and credibility within their own enterprise. The all-to-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of service.” said Jeff Rumburg “I believe that a fundamental paradigm shift is needed: IT Service and Support must start thinking and acting like a business. This also requires that service and support effectively communicates its ROI to key stakeholders, particularly to IT management.”

Those interested in hearing Mr. Rumburg speak on Managing Service and Support as a Business should attend Session 205 on April 10 at 11:30am, and those interested in hearing Mr. Rumburg speak on Metrics should attend Session 501 on April 11 at 11:30am.  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 Ron Muns Lifetime Achievement Award and was named one of the Top 25 Thought Leaders in Technical Support and Service Management for 2016 and 2017. 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 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.

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

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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