All ResourcesDesktop SupportMemberRecorded WebcastsService Desk The High Performance Support Organization – Benchmarking Data from the Industry’s Top PerformersBenchmarking is a well-established tool for measuring and managing service and support performance. Effective benchmarking allows an organization to quantify the performance of its support desk, compare to others in…Jeffrey RumburgDecember 8, 2015
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Ensuring Success in IT Service and Support: Case Studies from the Front LinesEvery IT support organization aspires to perform at a high level. So why do so few manage to achieve World-Class performance? We invite you to join MetricNet as we review…Jeffrey RumburgOctober 29, 2015
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Benchmarking Roundup: Summary of 2015 Service and Support Benchmarks on BrightTALKMany Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance.…Jeffrey RumburgSeptember 8, 2015
All ResourcesMemberRecorded WebcastsService Desk Service Desk Best Practices on BrightTALKIn this webcast, MetricNet 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.…Jeffrey RumburgJuly 14, 2015
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk The Role of IT Leadership in Service and Support on BrightTALKAs 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…Jeffrey RumburgJune 23, 2015
All ResourcesMemberRecorded WebcastsService Desk Past and Present: 25 Years of Service Desk KPIs on BrightTALKService desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics…Jeffrey RumburgApril 21, 2015
All ResourcesMemberService Desk Unleashing The Enormous Power of Service Desk KPIs | PDF DownloadDownload the PDF 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…Jeffrey RumburgApril 14, 2015
All ResourcesMemberService Desk VIDEO | Unleashing the Enormous Power of Service Desk KPIs!Did you miss our webcast on IT Service Desk Metrics? You can now watch the recorded version of 'Unleashing the Enormous Power of Service Desk KPIs'. Join the thousands of…Jeffrey RumburgApril 14, 2015
All ResourcesMemberService Desk Past and Present: 25 Years of Service Desk KPIsDownload the PDF: MetricNet's "Past and Present: 25 Years of Service Desk KPIs" presentation was delivered on Friday, March 27, 2015, to a standing room only crowd at the HDI…Jeffrey RumburgMarch 27, 2015
All ResourcesDesktop SupportMemberService Desk The Role of IT Leadership in Service and SupportDownload the PDF: MetricNet's "The Role of IT Leadership in Service and Support" presentation was delivered on Thursday, March 26, 2015, to a standing room only crowd at the HDI…Jeffrey RumburgMarch 26, 2015
