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Book Jeff Rumburg to Speak at Your Next Event!
 
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The Future of Service and Support: A Brave New World!

IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come. In this presentation, Jeff Rumburg, Managing Partner at MetricNet, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.

 

60-90 Minute Presentation

Turbocharge Your Metrics with Benchmarking!

Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this presentation, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.

 

60-90 Minute Presentation

C-Level Success And The Secret Weapon Of Service And Support

A growing body of empirical evidence demonstrates a simple truth: the quality and effectiveness of service and support has a direct and measurable impact on the career success of those in IT leadership. When customers are happy with IT support, they are happy with all of IT. And when they are happy with all of IT, that reflects well on the entire executive team. In this presentation, Mr. Rumburg, who has been retained as an IT service and support expert by some of the world's largest corporations, uses benchmarking data and case studies to demonstrate the crucial role that service and support can play in the management and career success of IT executives.

 

60-90 Minute Presentation

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Service and Support as a Business: KPIs that Tell the Big Picture

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.

 

60-90 Minute Presentation

Unleashing the Enormous Power of Service and Support KPIs

 An overview of best practices in Service Desk Performance Measurement. HEAR how the industry's top performing Service Desks track and trend their performance! LEARN how to use KPIs diagnostically to achieve World-Class Performance! APPLY Best Practices in Service Desk Performance Measurement and Management! In this presentation, Jeff Rumburg will share the key success factors in performance measurement from the industry's top performing Service Desks!

 

60-90 Minute Presentation

The Role of IT Leadership in Service and Support

 As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this presentation, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.

 

60-90 Minute Presentation

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The Zen of Support

 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. Attendees of this event 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; and Benchmarking Results from Strategic Support Organizations

 

60-90 Minute Presentation

Service Desk Best Practices

In this presentation, Jeff Rumburg will share the key success factors from the industry's top performing Service Desks. Attendees will: HEAR how the industry's top performing Service Desks achieve world-class status. LEARN key strategies for enhancing your Service Desk performance. APPLY Best Practices from your peers in the industry.

 

60-90 Minute Presentation

Enterprise Service Desk, The Greatest Opportunity in a Generation

There’s an enormous opportunity for IT support professionals to provide leadership and enhance their careers by imparting the lessons of service management to non-IT enterprise services.This presentation will show you how! You’ll learn how IT can lead the way in enterprise services, identify success factors for the emerging enterprise service desk, and explore case studies in successful enterprise service management. The enterprise service desk is a once-in-a-generation career opportunity that’s not to be missed!

 

60-90 Minute Presentation

Book Jeff Rumburg to Speak at Your Next Event!
 
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