MetricNet’s global benchmarking data suggests that the vast majority of Service and Support organizations track very few, if any, performance metrics.
McLean, VA (PRWEB) October 23, 2015
MetricNet recently delivered its latest research into Service and Support metrics in a live webcast on BrightTALK. In this webcast, MetricNet, a leading source of online benchmarks and a pioneer in IT Service and Support benchmarking, shared the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support. They also discussed the methodology, defined the KPIs used for benchmarking, and shared performance data from more than 140 companies worldwide.
“Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend.” said Jeff Rumburg, Managing Partner of MetricNet. “Even fewer are aware of what constitutes acceptable performance vs. world-class performance.”
MetricNet’s global benchmarking data suggests that the vast majority of Service and Support organizations track very few, if any, performance metrics. In this live presentation, MetricNet shared empirical observations from the best-in-class as well as evidence for metrics as a foundation discipline in IT Service and Support.
Those interested in viewing the recording can do so on the BrightTALK website. All professionals involved in the delivery and support of IT services are encouraged to watch. This includes C-level executives, IT directors, Service Desk and Desktop Support Managers, and supervisors.
Jeff Rumburg delivered the webcast. Mr. Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and has served on HDI’s Strategic Advisory Board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett-Packard, General Motors, and IBM.
If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info(at)metricnet(dot)com.
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. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. 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.