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The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

In this presentation, Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

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:

“Superb presentation, and marvelous set of tools discussed. As always, THANK YOU!”

It was extremely helpful.  Many thanks for the insightful answers to so many questions. Look forward to more of these.”

“Well organized, fast paced, and excellent data. Well done as always!”

MetricNet discusses what it means to be a Strategic Support organization. We will provide case study examples of support organizations that operate in a Strategic Support Paradigm.

Viewers will learn:

  • Three Sources of Leverage in a Strategic Support Organization
  • Two Metrics to Measure Your Progress Towards Strategic Significance
  • Key Success Factors for Achieving Strategic Enlightenment
  • Benchmarking Results from Strategic Support Organizations

To download, click the Adobe PDF icon located below. Don’t forget to share with a friend or colleague!

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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