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FUSION 16 has announced its speaker lineup for this year’s annual conference in Las Vegas, NV. MetricNet is pleased to announce that, for the third consecutive year, Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker. Jeff has been invited to present in two major tracks at the conference, including “Improving Service Management” and “The Strategist.” There were over 400 speaker proposal submissions for the FUSION 16 Conference & Expo, making the selection process very difficult and highly competitive. For those interested in attending, FUSION 16 is happening November 1-4 at the MGM Grand in Las Vegas.

Mr. Rumburg will be presenting “The CSI Imperative – How Successful Support Organizations Institutionalize Continual Service Improvement” and “C-Level Success and the Secret Weapon of Service and Support.” In the Strategist track, he will discuss the crucial role that service and support can play in the management and career success of IT executives.  And in the Service Management Track, Mr. Rumburg will present case studies of support organizations that have successfully built a culture and discipline of continual service improvement.

“MetricNet’s research, gathered from literally thousands of service and support benchmarks, suggests that too often, improvement initiatives are ad-hoc, ill funded, or poorly planned. The all too predictable result is improvement programs that fall far short of expectations,” said Jeff Rumburg. “For the Service Management track, I will provide empirical data demonstrating that support organizations with a culture of continual service improvement substantially outperform their industry peers.”

Those interested in hearing Mr. Rumburg speak on C-Level Success should attend Session 309 on Wednesday, November 2, 2016 at 3:00pm, and those interested in hearing Mr. Rumburg speak on The CSI Imperative should attend Session 704 on Friday, November 4, 2016 at 9:00am.  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 and Desktop Support Managers, and supervisors.

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 3,700 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About itSMF USA

The itSMF USA, a chapter of itSMF International, is the independent professional organization and forum for IT Service Management professionals in the US. A not-for-profit organization, itSMF is a prominent player in the on-going development of IT Service management professionals and the promotion of IT Service Management (ITSM) best practices, standards and qualifications in the United States. This network of industry professionals, white papers, webinars, podcasts, conferences and other resources creates an opportunity for you and your organization to connect, learn and grow. Come be part of the IT service management profession.

Visit the itSMF USA website

About HDI

Founded in 1989, HDI is the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better connect with customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at


Jointly hosted by industry leaders HDI and itSMF USA, the annual FUSION Conference & Expo unites IT service management’s best speakers, solution providers, and networking opportunities for an unparalleled educational experience. Each year, industry professionals, experts, and vendors attend to discover the best and newest technologies, ideas, systems, and methodologies. Looking for ways to improve their IT services, attendees gain valuable business contacts and tangible tools to immediately effect change within their organizations. Learn more at

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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