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MetricNet will deliver the latest research into Service Desk metrics in a live complimentary webcast Tuesday, May 7, 2013 at 2pm EST. In this presentation, MetricNet, a leading source of online benchmarks and a pioneer in Service Desk benchmarking, identifies and defines the seven most important performance metrics for end-user Service Desks. They also provide benchmark ranges for these metrics, and offer a creative approach for combining these metrics into a single, all-inclusive measure of Service Desk performance.

MetricNet’s global benchmarking data has identified an increasing number of progressive Service Desks. These organizations recognize that when it comes to performance metrics, less really is more. They have discovered the 80/20 rule as it applies to Service Desk performance measurement. These world-class Service Desks have learned that the effective application of just seven KPI’s is all that is required for measuring, managing, and continuously improving their Service Desk performance.

“Despite all the data that Service Desk managers have at their fingertips, most cannot answer a very basic question: How is my Service Desk performing?” says Rumburg “Perhaps worse, many Service Desk managers are unaware of the critical role – beyond mere measurement – that Key Performance Indicators (KPI’s) can and should play in the Service Desk.”

Today’s Service Desk technologies and reporting packages make it easy to capture copious amounts of performance data. Most Service Desk managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time. Unfortunately, very few have the ability to track and trend performance, identify, diagnose, and correct performance problems, and to establish performance goals and assign accountability for achieving the goals.

Those interested in attending should register in advance. All registrants will receive a link to the recorded version and all attendees will receive a copy of the presentation slides. Attendees of this webcast stand to learn how top performing Service Desks track and trend performance, use KPI’s diagnostically, and apply best practices in Service Desk Performance Measurement and Management.

Jeff Rumburg, co-founder and Managing Partner of MetricNet, will be your host. Mr. Rumburg authored a best-selling book on Benchmarking, currently serves on HDI’s Strategic Advisory Board, and has been retained as a Service Desk and Desktop Support expert by such well-known companies as American Express, Hewlett-Packard, Allstate Insurance, and General Motors.

If you would like more information about benchmarking your service and support functions, please visit, or e-mail Jeff Rumburg at jeffr(at)metricnet(dot)com.


About MetricNet

MetricNet is the global leader in IT Service and Support Benchmarking. They are the first, and still the only company to offer downloadable contact center, service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 2,400 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

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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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