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Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support.

The business world offers a potential solution to this dilemma. When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they are able to attract investment capital seeking a positive return. So what would happen if IT service and support organizations began operating more like businesses, and were able to attract funding and other resources based upon their profitability?

In this presentation Jeff Rumburg, Managing Partner at MetricNet, reveals an approach for managing IT service and support as a business. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, he discusses the need to adopt a paradigm shift for any service and support organization that aspires to realize the benefits of operating as a true business.

Download the presentation slides here!

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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