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MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present MetricNet’s latest research on Enterprise Service Management (ESM) as well as Artificial Intelligence (AI) in IT Service and Support at the 2021 Service Management World Digital Conference. Powered by HDI, the leading organization dedicated to elevating service and support across the enterprise, Service Management World 2021 will take place July 21-22.

Mr. Rumburg will be presenting Session 302: “How an Enterprise Service Desk Can Improve All Aspects of Customer Care” and Session 403: “AI in Service and Support: The Future is Now”. In Session 302, Mr. Rumburg will discuss how 50 years of ITSM experience can be leveraged to drive dramatic performance improvements for non-IT services, and enable them to achieve a level of maturity in weeks or months that took IT decades of incremental, trial-and-error effort to achieve. And in Session 403, he will share how one FORTUNE company leveraged AI to shift left, improve the customer experience, and dramatically reduce their Total Cost of Ownership.

“Massive computing power, combined with data science, has allowed the discovery of insights that would otherwise escape even the most experienced IT support professional.” said Jeff Rumburg of AI. “All the data that has been sitting, largely unused, for years or even decades in ITSM systems, knowledge bases, phone systems, remote control tools, and other technologies can now be unlocked by data science to produce actionable insights that yield the long-awaited benefits of AI!”

Those interested in hearing Mr. Rumburg speak on Enterprise Services should attend Session 302 on Wednesday, July 21 at 4:00PM Eastern Time. Those interested in hearing Mr. Rumburg speak on AI in Service and Support should attend Session 403 on Thursday, July 22 at 1:00PM Eastern Time. All those involved in the planning, delivery and support of IT services, and the fundamental concepts behind service management, are encouraged to attend. This includes Senior-Level VPs and Directors, Managers, CIOs and CTOs.

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named to HDI’s Top 25 Thought Leaders list for four consecutive years 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 iconic companies as American Express, USAA, Coca Cola, and Emory Healthcare.

If you would like more information about benchmarking your service and support functions, please visit https://www.metricnet.com 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 HDI

For thirty years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at www.ThinkHDI.com. HDI is brought to you by Informa Tech.

About Informa Tech

Informa Tech is a market leading provider of integrated research, media, training and events to the global Technology community. We’re an international business of more than 600 colleagues, operating in more than 20 markets. Our aim is to inspire the Technology community to design, build and run a better digital world through research, media, training and event brands that inform, educate and connect. Over 7,000 professionals subscribe to our research, with 225,000 delegates attending our events and over 18,000 students participating in our training programs each year, and nearly 4 million people visiting our digital communities each month. Learn more about Informa Tech

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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