In recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost.
McLean, VA (PRWEB) April 04, 2014
Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented Session 607, ‘Leveraging KPI’s to Maximize the ROI of Support’, at the Annual HDI Conference in Orlando, FL. This marks the 19th time Mr. Rumburg has been selected as a speaker for the HDI Service and Support Conference.
In this presentation, Mr. Rumburg, who designed the first ROI model for technical service and support, discussed three critical KPIs for measuring ROI, simple calculations for ROI in service and support and techniques for communicating ROI to key stakeholders.
“In recent years, a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost,” said Rumburg. “And they routinely deliver benefits far in excess of their costs.”
Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg also presented Session 309, ‘The 80/20 Rule for Desktop Support KPI's: Less is More!’, on Wednesday, April 2, 2014.
Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for service and support. He currently serves on HDI's Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world's largest corporations, including 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 Jeff Rumburg at jeffr(at)metricnet(dot)com.
MetricNet is the global leader in IT service and support benchmarking. They are 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.