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Home » Welcome to MetricNet Live
Mr. Rumburg will be presenting Session 702, “The Changing Landscape of Continuous Improvement”. This session will present two case studies from prominent companies that have implemented real-time benchmarking with their SaaS ITSM tools. It will document their paths from relative immaturity to world-class performance.
In this session, Jeff Rumburg will share the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
This month we begin a two part series on Return on Investment for service and support. In part 1 I define how value is created in IT service and support. Next month, in part 2, I will go through a case study that calculates the ROI for a particular support organization.
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
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