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FUSION 14 has announced its speaker lineup for the annual conference in Washington DC. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected to speak in the Continual Service Improvement track at the conference. There were over 450 speaker proposal submissions for the FUSION 14 Conference & Expo, making the selection process the most competitive ever.

Mr. Rumburg will be presenting Session 302, “Optimizing the Tradeoff: Cost vs. Quality in Service and Support”. In this session, he will reveal a proven methodology to optimize the tradeoff between cost and quality in IT service and support.

“Cost and quality are the yin and yang of service and support. These metrics are in constant tension, and every service organization grapples with how to strike an appropriate balance between the two,” said Jeff Rumburg “With no restraints on spending, it is relatively easy for a service desk to ‘spend its way’ to high quality. Conversely, if quality is not an issue, a service desk can reduce its costs almost indefinitely. The trick is to strike the right balance between the two metrics, and then optimize everything else around that point.”

Those interested in hearing Mr. Rumburg speak on Cost vs. Quality in Service and Support should attend Session 302 on Monday, October 20, 2014 at 3:00pm. All those involved in the delivery and support of IT services, and the fundamental concepts behind service management, are encouraged to attend. This includes C-level executives, IT directors, Service Desk Managers and supervisors.

Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for 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.

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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