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Tag Archives: Service Desk ROI

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All Resources, Desktop Support, Service Desk, Whitepapers

The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support

Posted on February 23, 2021 at 5:11 pm by / 1 Comment
Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units,… Read More
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All Resources, Desktop Support, Member, Metric of the Month, Service Desk

The ROI of Support Part I

Posted on July 5, 2020 at 8:31 am by / 1 Comment
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect relationships for the metric. The purpose of the column is to familiarize you with the KPIs that really matter to your organization and to provide… Read More
All Resources, News and Press

MetricNet Awarded Speaking Slot at SITS 20 – the Service Desk & IT Support Show

Posted on March 23, 2020 at 12:24 pm by / 0
INCLINE VILLAGE, Nev., March 6, 2020 (Newswire.com) – MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker for SITS 20 – The Service Desk & IT Support Show. SITS is Europe’s leading event for IT Service Management and Support professionals. For those interested in attending, SITS 20 takes place on November 18-19, 2020… Read More
All Resources, News and Press

MetricNet Awarded Multiple Speaking Slots at Service Desk Institute’s 2020 Annual Conference

Posted on January 31, 2020 at 3:00 am by / 0
INCLINE VILLAGE, Nev., January 31, 2020 (Newswire.com) – MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to facilitate a workshop and present two breakout sessions at The Service Desk Institute’s 2020 annual conference in Birmingham, U.K. For those interested in attending, SDI’s 33rd Annual Conference is taking place over three days from March 16-18, 2020… Read More
All Resources, News and Press

MetricNet Facilitates the Industry’s First ROI Workshop at Service Management World

Posted on November 15, 2019 at 1:17 pm by / 0
INCLINE VILLAGE, Nev., November 13, 2019 (Newswire.com) – Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 105, “What’s Your Value Proposition? The Industry’s First ROI Workshop!” at the Annual Service Management World conference in Orlando, Florida. Powered by HDI, the leading organization dedicated to elevating service and support across the enterprise, Service Management World 2019 took place November 9-13 at the Omni Resort at ChampionsGate in… Read More
All Resources, Desktop Support, News and Press, Service Desk

6 SMWorld Speakers Discuss ‘What’s Next’ For IT Service and Support

Posted on October 7, 2019 at 7:00 am by / 0
The annual Service Management World conference is just a few weeks away and the theme of this year’s event is “We’re Here for What’s Next”. When I initially read that, I found myself wondering… What really is ‘next’? Will artificial intelligence play a role? Will it be some futuristic tech that we can’t even begin… Read More
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All Resources, Call Center, Service Desk

The True Meaning of Omnichannel in Service and Support

Posted on August 12, 2019 at 5:41 pm by / 0
Agents operating in an omnichannel environment provide contextual support which improves a variety of KPIs. One of the most prevalent (and confusing) buzzwords when it comes to service and support optimization is omnichannel. Unfortunately, many organizations that believe they have adopted an omnichannel strategy are really just offering their customers channel choice (AKA multichannel). Multichannel… Read More
All Resources, News and Press

MetricNet to Present the Industry’s First ROI Workshop at Service Management World

Posted on June 13, 2019 at 3:45 pm by / 0
MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present the industry’s first ROI workshop at the annual Service Management World conference in Orlando, Florida. Powered by HDI, the leading organization dedicated to elevating service and support across the enterprise, Service Management World 2019 will take place November 9-13 at the… Read More
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All Resources, News and Press

5 Ways to Embrace Transformation in IT Service and Support

Posted on May 24, 2019 at 1:42 pm by / 0
A few weeks ago, thousands of IT Service and Support professionals landed in Orlando, FL for the annual HDI Conference. Transformation was a key theme this year. HDI unveiled a brand new logo and tagline, Vanilla Ice shared his journey from Ice Ice Baby to The Vanilla Ice Project, and the breakout sessions were heavy… Read More
All Resources, News and Press, Service Desk

5 Ways to Dominate The Brave New World of IT Service and Support

Posted on April 25, 2019 at 5:14 pm by / 0
It’s been nearly a month since attendees filled the halls in The Hilton Metropole for SDI’s annual conference and expo in Birmingham, UK. Once again, Artificial Intelligence (AI), machine learning and chatbots were hot topics this year – making an appearance in nearly every keynote and breakout session. These trends are clearly gaining traction, however… Read More
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