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Unleashing The Enormous Power of Service Desk KPIs | PDF Download
Did you miss our webcast on IT Service Desk Metrics? Well, you’re in luck! You can now download the slides to ‘Unleashing the Enormous Power of Service Desk KPIs!’
Join the thousands of attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance.
Here’s what some of our viewers have said:
“Awesome Webinar!! I’m very glad I had time to participate today.”
“I thought it was quite valuable. I plan to review some key concepts with my stakeholders – Thanks!”
“I learn something new each time I listen to your webcasts. Thank you.”
In this presentation, MetricNet provides a 90-minute overview of best practices in Service Desk Performance Measurement and shares the key success factors in performance measurement from the industry’s top performing Service Desks!
Viewers will learn:
How the industry’s top performing Service Desks track and trend their performance
How to use KPI’s diagnostically to achieve World-Class Performance
To download, click the Adobe PDF icon located below. Don’t forget to share with a friend or colleague!
About Author
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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