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:
Pre-Conference Metrics Workshop
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!
Enterprise Service Desk: The Greatest Opportunity In A Generation
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.
The Industry’s First ROI Workshop
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!
Request an appointment with Jeff Rumburg!