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FUSION 17  has announced its speaker lineup for this year’s annual conference in Orlando, FL. MetricNet is pleased to announce that, for the fourth 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 “The Specialist” and “The Strategist”. There were over 400 speaker proposal submissions for the FUSION 17 Conference & Expo, making the selection process very difficult and highly competitive. For those interested in attending, FUSION 17 is happening October 31 to November 3 at The Rosen Shingle Creek in Orlando.

Mr. Rumburg will be presenting “META Reps, and the Convergence of Level 1 and Desktop Support” and “The ROI of ITSM – Know Your Financial Impact!” In The Specialist track, he will discuss the convergence of level 1 and desktop support, and explain why META Reps are critical to this transformation.  And in the Strategist Track, Mr. Rumburg will present benchmarking data and a case study that objectively demonstrates the relationship between ROI and ITSM maturity.

“MetricNet’s research, gathered from literally thousands of service and support benchmarks, shows that an increasing number of support organizations have merged level 1 and desktop support into a single, homogeneous support entity,” said Jeff Rumburg. “For the Specialist track, I will provide empirical data demonstrating the Business benefits of combining level 1 and desktop support, and the circumstances under which this merger makes economic sense.”

Those interested in hearing Mr. Rumburg speak on META Reps should attend Session 104 on Wednesday, November 1, 2017, at 10:15 a.m., and those interested in hearing Mr. Rumburg speak on The ROI of ITSM should attend Session 301 on Wednesday, November 1, 2017, at 3 p.m.  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 email MetricNet at

About MetricNet

MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 relies 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 ongoing 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

Source: MetricNet, LLC

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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