Support groups that understand and communicate their ROI on a regular basis gain a number of important advantages.
McLean, VA (PRWEB) November 07, 2013
HDI has announced its speaker lineup for the 2014 annual conference in Orlando, FL, and MetricNet is pleased to announce that it has been awarded two speaking slots at the conference. This marks the 19th time Jeff Rumburg, Managing Partner at MetricNet, has been selected as a speaker for the HDI Service and Support Conference.
Mr. Rumburg will present the following topics at the conference:
- The 80/20 Rule for Desktop KPI’s: Less is More!
- Leveraging KPI’s to Maximize the ROI of Support
“Most service and support professionals are familiar with the concept of ROI. However, very few support organizations measure or track their ROI,” said Jeff Rumburg, Managing Partner of MetricNet. “It turns out that just a handful of metrics can be used to calculate, track, and communicate ROI for service and support. Support groups that understand and communicate their ROI on a regular basis gain a number of important advantages; chief among them is the ability to justify headcount, technology and other investment decisions based on the ROI of support.”
Those interested in hearing Mr. Rumburg speak on Desktop Support KPI’s should attend session 309, The 80/20 Rule for Desktop Support KPI’s Less is More! This session takes place Wednesday, April 2, 2014 at 3:00 pm.
Those interested in hearing Mr. Rumburg speak on the ROI of support should attend session 607, Leveraging KPI’s to Maximize the ROI of Support. This session takes place on Thursday, April 3, 2014 at 2:45 pm.
Mr. Rumburg 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 MetricNet at info(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 2,400 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.