MetricNet and Samanage Partner to Bring Real-Time Benchmarking Solution to IT Service Desks

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Samanage Benchmarking will provide real-time, continuous improvement benchmarking for service organizations of all sizes.

Cloud IT Service Desk & Asset Management

MetricNet, LLC, leading provider of benchmarks for IT service and support professionals, and Samanage, leading provider of cloud-based service desk software, announced today a partnership that will deliver the first of its kind, SaaS-based real-time benchmarking solution that fully integrates with the Samanage Enterprise Service Desk.

“Samanage Benchmarking will provide real-time performance benchmarks against thousands of service desks worldwide,” said Jeff Rumburg, managing partner and co-founder, MetricNet. “It automates data collection, performance reporting, diagnosis, and action planning, and charts your journey to world-class performance. The service utilizes the Samanage product together with MetricNet’s consultation will work with customers to identify their KPI’s and develop the initial recommendations in terms of improvement opportunities,” said Rumburg.

Development will be done to provide recommendations for service desk improvement based on benchmarking results. "Our years of studying the behavior of thousands of service desks across every industry has revealed "cause and effect" relationships between many metrics,” said Rumburg. “We will build an intelligent "recommendation engine" that will offer specific actions that can be taken to improve key performance areas," said Rumburg.

“This type of endeavor can only be done when you combine a cloud-based, multi-tenant solution like Samanage with the expertise and robust benchmarking data of MetricNet,” said Doron Gordon, CEO, Samanage. “IT service organizations will have the power to measure their performance and develop continuous improvement plans that will move them forward in a much faster time frame,” said Gordon.

MetricNet and Samanage both bring unique expertise to the collaboration. Samanage is a fast growth IT service management software provider that is challenging the traditional legacy providers with modern enterprise service desk software that manages service relationships across an organization. Samanage enterprise service desk software is instantly deployed and continuously updated in the cloud. Samanage service and asset management software lets you quickly drive business value by connecting your people with the key business services they use every day.

More than half of the Fortune 500 rely on MetricNet benchmarks to improve and optimize their performance. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Jeff Rumburg is the premier expert in the space. He is the recipient of the 2014 Ron Muns Lifetime Achievement Award for his contributions to the service and support industry, and has served as a service desk and desktop support expert to some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.

“The partnership will give customers a completely new way of measuring themselves against their peer industry groups, and redefine how ‘continuous improvement’ is done,” said Doron Gordon, CEO, Samanage. “Starting first with IT, Samanage Benchmarking will become the industry’s first Enterprise Service desk solution powered by a fully integrated continuous improvement engine for the entire organization.”

The Vision for Service Desk Benchmarking
By providing easier and more accessible benchmarking in real-time, it will allow companies of all sizes to benchmark their service desk performance at the same level of sophistication that was once only possible for larger enterprise organizations.

“When productivity is hampered at the service desk level, the entire organization feels the effect,” said Rumburg. “Without the incredible insight provided from benchmarking processes, companies really don’t know how to fix what’s broken, nor build upon what appears to be working.”

Gordon adds that traditional benchmarking models can be very time intensive and haven’t been built for the SaaS world of today. “By the time you bring in specialized consultants and get any useful data out of the process and get to work on improvements, months or even years have passed,” said Rumburg. “By that time the needle has moved again, and companies are again behind where they need to be.”

“We will make benchmarking real time and affordable, said Rumburg. “It will just be part of the way business is done. You will be able to constantly rate and improve yourself. It will give an entirely new meaning to continuous improvement.”

About Samanage
Samanage is enterprise service desk software that manages service relationships in the company and helps get work done. Samanage delivers an exceptional user experience with beautiful software that people love to use. Instantly deployed and continuously updated in the cloud, Samanage service and asset management software lets you quickly drive business value by connecting your people with the key business services they use every day. Visit http://www.samanage.com.

About MetricNet
MetricNet is the global leader in IT service and support benchmarking. More than half of the Fortune 500 rely on MetricNet benchmarks to improve and optimize their performance. With a global benchmarking database of more than 3,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Visit http://www.metricnet.com.

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Kiersten Hoffman
Samanage
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