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MetricNet’s ROI model for technical service and support, was featured in the May issue of Support World Magazine. The article entitled “Service and Support as a Business: KPI’s that Tell a Big Picture” outlines a proven methodology for managing IT service and support as a business.

“Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent investment decisions, but to justify their very existence.” said Jeff Rumburg, Managing Partner of MetricNet.  “Yet fewer than 10% of all technical support organizations utilize this critical metric.”

Service and Support as a Business identifies the need to adopt a profit center mindset for any service and support organization that aspires to realize the benefits of operating as a true business. A case study example introduces several business metrics that can be implemented by any support organization.  By creating an estimated $8.2 million in economic value, the company in the case study proves that IT service and support can indeed be profitable!

Those interested in the ROI model for technical service and support can find the article in the latest issue of Support World Magazine or in MetricNet’s Resource Library. This article is recommended for C-level Executives, IT Directors, Service Desk Managers, Supervisors and all other Service and Support professionals.

Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for his contributions to the IT service and support industry. He currently serves on HDI’s Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.

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 call center, service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. 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, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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