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MetricNet, LLC, the leading provider of benchmarks for IT service and support professionals, has launched Service Desk 100 awards for the top 100 service desks worldwide.

“This is an exciting time for MetricNet and its clients,” said Jeff Rumburg, Managing Partner of MetricNet. “MetricNet’s benchmarking database of service desk KPI’s is the largest and most comprehensive in the industry, and we are now in a position to recognize the top performing service desks worldwide.”

Service desks that go through MetricNet’s proprietary benchmarking methodology are compared to a peer group of similar service desks, and then evaluated on a number of criteria including cost, quality, service levels, and process maturity. These performance criteria are weighted, and an aggregate score is calculated for each service desk. Those who land in the top 100 for overall performance are then certified as members of the Service Desk 100.

“This is a way for MetricNet, and the industry as a whole, to recognize the accomplishments of the most outstanding service desks in the world,” said Rumburg. “Some of these support organizations have been benchmarking and steadily improving their performance for more than 20 years, and the Service Desk 100 awards is a way to acknowledge and honor their commitment to excellence.”

In addition to being the only company to offer downloadable benchmarks from its website, MetricNet differentiates its benchmarks by including a quantifiable value proposition  in all service and support benchmarks. “MetricNet’s unique methodology for quantifying the economic impact of support empowers IT service and support managers to objectively demonstrate the economic value they create for the enterprise,” said Rumburg. “There’s no question that our growth is due in part to the unique value proposition methodology that we include in every benchmark.”

Mr. Rumburg 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 Jeff Rumburg at jeffr(at)metricnet(dot)com.

About MetricNet

MetricNet is the global leader in IT service and support benchmarking. They are 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 2,400 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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