Many support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend in desktop support.
McLean, VA (PRWEB) March 26, 2015
Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented Session 107, ‘Benchmark 2014: Global Results for Desktop Support’, at the Annual HDI Conference in Las Vegas, NV. This marks the 20th time Mr. Rumburg has been selected as a speaker for the HDI Service and Support Conference.
In this presentation, Mr. Rumburg shared the results of MetricNet's 2014 Global Benchmarking Initiative for Desktop Support, discussed the methodology, defined the KPIs used for benchmarking, and shared performance data from more than 140 companies worldwide.
“Unlike the service desk, which has been extensively benchmarked over the past two decades, desktop support benchmarking is a relatively recent trend.” said Rumburg. “As a result, many support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend in desktop support and even fewer are aware of what constitutes acceptable performance.”
Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg is also scheduled to present Session 401, ’The Role of IT Leadership in Service and Support’, on Thursday, March 26, 2015 and Session 705, ‘Past and Present: 25 Years of Service Desk KPIs’, on Friday, March 27, 2015.
Mr. Rumburg is last year’s winner of the prestigious Ron Muns Lifetime Achievement Award for service and support, 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. 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.