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MetricNet, LLC has just launched “The One Year Path to World-Class Performance”, the industry’s first continuous improvement initiative designed exclusively for Service Desks and Desktop Support organizations who aspire to achieve world-class performance.

“MetricNet’s One Year Path to World-Class Performance was developed based on industry demand and hundreds of client requests,” said Jeff Rumburg, Managing Partner of MetricNet. “This offering is the first of its kind for IT service and support professionals, and is just another example of how MetricNet is constantly striving to meet the needs of the marketplace. Clients who participate in the program are guaranteed to achieve world-class performance in their service desk or desktop support organization within one year.”

To ensure World-Class performance can be achieved in just one year, MetricNet’s new continuous improvement solution includes three distinct components. First, a performance baseline is established and improvement opportunities are identified with an initial benchmark and ROI calculation. Next, a MetricNet engagement manager will develop and facilitate a rigorous improvement phase which lasts between six and nine months. During this time, MetricNet’s engagement manager works with the client to implement recommendations, standardize performance reports, and realize measurable performance gains. Approximately one year after the initial benchmark, MetricNet conducts a second benchmark and ROI calculation to solidify performance gains, to objectively demonstrate the progress since the start of the initiative, and to substantiate that the client has indeed achieved world-class performance.

“The power of benchmarking is that it enables IT support organizations to save enormous amounts of time and energy by building upon the know how of the industry’s world-class performers,” said Rumburg. Those interested in learning more about The One Year Path to World-Class Performance can download a full summary from MetricNet’s website.

Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for IT service and support. He currently serves on HDI’s Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world’s largest corporations, including 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.

Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. 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, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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