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Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 407, ‘The Diagnostic Power Of Metrics’, at the Annual HDI Conference in Orlando, FL on Thursday April 14. The standing room only crowd was captivated as Mr. Rumburg shared a series of illustrative case studies that demonstrated the diagnostic power of metrics.

“The old saying “You can’t manage what you don’t measure” is particularly true in service and support, where effective performance measurement is a prerequisite for effective decision making.” said Jeff Rumburg. “Despite their importance, most managers are unaware of the critical role – beyond mere measurement – that metrics can and should play in service and support.”

The key to using KPIs diagnostically is to understand their cause-and-effect relationships.


Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. In the presentation, MetricNet reveals how successful support organizations use KPIs to track and trend performance over time, benchmark their performance, identify performance gaps, diagnose the underlying drivers of performance gaps, prescribe actions to improve performance, and take steps to optimize their performance.

“The key to using KPIs diagnostically is to understand their cause-and-effect relationships.” said Rumburg.  “MetricNet, because of its ongoing relationship with 1000s of service and support organizations worldwide, is intimately familiar with the key correlations and diagnostic capabilities of metrics.  This understanding is crucial for IT managers who wish to build a metrics-based competitive advantage in service and support.”

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 andreengineering, 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 onMetricNet 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.

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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