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McLean, VA (PRWEB) October 23, 2015

MetricNet recently delivered its latest research into Service and Support metrics in a live webcast on BrightTALK. In thiswebcast, MetricNet, a leading source of online benchmarks and a pioneer in IT Service and Support benchmarking, shared the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support. They also discussed the methodology, defined the KPIs used for benchmarking, and shared performance data from more than 140 companies worldwide.

“Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend.” said Jeff Rumburg, Managing Partner of MetricNet. “Even fewer are aware of what constitutes acceptable performance vs. world-class performance.”

MetricNet’s global benchmarking data suggests that the vast majority of Service and Support organizations track very few, if any, performance metrics. In this live presentation, MetricNet shared empirical observations from the best-in-class as well as evidence for metrics as a foundation discipline in IT Service and Support.

Those interested in viewing the recording can do so on the BrightTALK website. All professionals involved in the delivery and support of IT services are encouraged to watch. This includes C-level executives, IT directors, Service Desk and Desktop Support Managers, and supervisors.

Jeff Rumburg delivered the webcast. 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 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 more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

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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