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Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented “The 80/20 Rule for Service and Support KPIs – The Metrics of Success” and was a key panelist in the discussion “From Cost Center to Value Center in IT Service Management, at the Annual FUSION Conference in St. Louis, Missouri. This marks the 5th consecutive year Mr. Rumburg has been selected as a speaker for the Annual FUSION Conference & Expo.

In “The Metrics of Success” presentation, Mr. Rumburg identified and defined the IT Service Management metrics that can be leveraged for competitive advantage, discussed the importance of adopting a holistic approach to performance measurement, and demonstrated how Key Performance Indicators can be used to drive World-Class performance. Those interested in the presentation can find a copy of the slide deck on MetricNet’s website.

“Most support managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time,” said Rumburg. “Unfortunately many support managers are unaware of the critical role – beyond mere measurement – that Key Performance Indicators (KPIs) can and should play in IT service and support. This includes the ability to track and trend performance, identify, diagnose, and correct performance problems, establish performance goals and assign accountability, and most importantly, to drive actions that lead to improved performance.”

In the panel discussion, Jeff Rumburg challenged the way support professionals think about IT Service Management (ITSM) and provided a framework for transforming IT service and support from a cost center to a value center.  Additionally, he demonstrated how the most successful support organizations think and act like true businesses, and are driven by a value-centric operating model.

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 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 nearly 4,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About itSMF USA

itSMF USA, a chapter of itSMF International, is the independent professional organization and forum for IT Service Management professionals in the US. A not-for-profit organization, itSMF is a prominent player in the on-going development of IT Service management professionals and the promotion of IT Service Management (ITSM) best practices, standards, and qualifications in the United States. This network of industry professionals, white papers, webinars, podcasts, conferences, and other resources creates an opportunity for you and your organization to connect, learn and grow. Come be part of the IT service management profession. Learn more at


FUSION, independently hosted by itSMF USA, is the event for service management professionals to come together to chart new paths and to discover solutions to challenges faced when implementing virtualization, the cloud, mobility, security, SaaS and more. During this conference, attendees will connect with other peers in the ITSM space to learn best practices through a collaborative platform as approximately 1,600 industry professionals gather under one roof. Learn more at

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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