MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
Find answers to commonly asked questions regarding MetricNet products and services.
Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away!
This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry.
A range of free and downloadable whitepapers
Subscribe to stay updated on our latest episodes and deepen your understanding of this ever-evolving field. (Opens YouTube in a new tab.)
Home » SDI 2020
Looking for resources that Jeff mentioned during his presentation? Please scroll down this page.
MetricNet is honored and excited to be presenting at the annual SDI Conference in Birmingham, UK! This year, Jeff Rumburg, Managing Partner at MetricNet, will present:
Monday, March 16, 13:00 – 17:00 | Hilton Birmingham Metropole
This award-winning workshop is designed to create a common understanding of the metrics that really matter in IT service and support. It will cover topics such as The IT Service and Support Metrics Hierarchy; SDI’s Global Best Practice Standard; The ROI of IT Service and Support; Setting Performance Targets and Driving Accountability; and more!
March 17, 2020 at 10:00 AM
IT Service Management is now a decades old discipline. Yet most company services, including human resources and facilities management, still operate with ad-hoc processes and no knowledge of best practices. Herein lies an enormous opportunity for IT Service and Support professionals to provide leadership and enhance their careers by imparting the lessons of IT service management to non-IT enterprise services. ITSM is now a relatively mature discipline that can provide a roadmap for non-IT services. These enterprise services, in turn, have an opportunity to bypass decades of trial-and-error evolution by building upon the proven success factors of IT Service Management.
March 18, 2020 at 10:30 AM
Fewer than 10% of all technical support organizations measure their ROI. The result is that many are on the defensive when it comes to budgeting and spending, and often struggle to obtain adequate funding and resources. Support groups that quantify their ROI gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver. This 45-minute interactive workshop will call on volunteers to develop a sample ROI and, using a downloadable ROI template, all attendees can calculate their ROI in the session!
Download the full eBook today!
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
©2022 Metricnet, Llc. All Rights Reserved Worldwide